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The short answer
If you see a Kuda debit you did not make, block the account from the app first, then change your password, passcode and transaction PIN and report the transaction to Kuda through its help centre with the date, amount and reference. Recovery of money that has already left depends on the receiving bank and how fast you report, so speed matters more than anything else.
An unfamiliar debit on Kuda is frightening, but the first ten minutes decide most of the outcome. Money sent by transfer moves between banks within moments, and every hour after that makes a recall less likely. This guide puts the steps in the order that protects you best, then explains how to tell a real compromise from a charge you simply did not recognise, and where to go if Kuda's answer does not satisfy you.
The first ten minutes: lock it down
- Block the account. Kuda's help centre has a dedicated article, "Block Your Account", whose summary reads: "Think someone has access to your account? Don't wait." Follow it from the app's help section. If you cannot get into the app, use another phone to reach Kuda support and ask for the block.
- Change your password, 6-digit passcode and transaction PIN. The help centre lists separate articles for each. Change all three, not just the one you think leaked, and do it from a device you trust.
- Check your SIM. If your phone suddenly shows no network, someone may have taken over your line. Call your network from another phone. Our guide to SIM swap fraud explains the warning signs.
- Screenshot everything. The debit, the time, the amount, the beneficiary name and bank, and any reference or session ID shown on the receipt.
- Report the transaction to Kuda. Use the help centre's "Get help" collection, described as "Support, Report a payment, Self-help", or in-app support. State plainly that you did not authorise the debit.
Is it a hack, or a charge you did not recognise?
Before assuming the worst, rule out debits that look strange but are legitimate. The table below sets out common cases. If none fits, treat it as unauthorised and keep going with the steps above.
| What you see | Possible explanation | What to check |
|---|---|---|
| A small fixed deduction after money arrives | A statutory charge on some inflows | Our guide to why Kuda deducts a charge on some inflows |
| A card payment to an online service | A subscription you forgot, or a card used without you | Card section of the app; freeze the card if unsure |
| Money moved to a savings plan | A savings rule you set up earlier | Savings tab and its rules |
| A transfer to a name you do not know | Unauthorised transfer, or a family member with your PIN | Treat as fraud unless you can confirm otherwise |
| A credit alert by SMS with no money in the app | A fake alert, not a debit | Kuda has a help article on fake transaction alerts |
Reporting it properly
What you send in the first report shapes the investigation. Give Kuda a short, factual account: when you noticed, what you did not authorise, and whether you shared any code or clicked any link. Attach the screenshots. Ask for a ticket or reference number and write it down.
What recovery usually depends on
- Speed. A recall request reaches the receiving bank faster if you report within minutes rather than days.
- Whether the money is still there. If the receiving account has already moved it on, a recall may recover little or nothing.
- The receiving bank's cooperation. Banks in Nigeria generally need a basis, such as a fraud report, before placing a hold on a customer's account.
- A police report. Some banks ask for one before acting on a fraud claim. Our guide on reporting fraud to the police and EFCC covers how.
Kuda's own help centre does not set out a refund timeline on the pages we could read in October 2026, so do not rely on any figure quoted on social media. Ask Kuda in writing what happens next and when.
If Kuda's answer does not resolve it
Every bank and fintech in Nigeria must handle complaints first, but you have routes beyond them. Our guide on how to complain about a bank or fintech explains the Central Bank of Nigeria route for regulated banks. The Federal Competition and Consumer Protection Commission (FCCPC) also takes consumer complaints through complaints.fccpc.gov.ng, contact@fccpc.gov.ng and 0805 600 2020 or 0805 600 3030, according to its website in October 2026. Keep copies of every message you send and receive.
After the incident: harden the account
Kuda's help centre Security collection lists features worth switching on once the account is back under your control: passkeys (including a guide to switching devices with passkeys), fingerprint or Face ID, Safety Mode, Private Mode and the option to hide savings and investment balances. Read each article and turn on what fits how you use your phone. Our guide to Kuda security settings walks through the order we would set them up.
- Never share your passcode, PIN or one-time codes, including with anyone who says they work for Kuda.
- Remove old phones from your account and keep your phone's own screen lock on.
- Turn on transaction notifications so the next unexpected debit reaches you immediately.
Where Pryme fits
Pryme secures accounts with an authenticator app rather than SMS codes, plus a transaction PIN, which removes one of the most common routes into Nigerian accounts. See how Pryme security works.
What to check first
- Is the account blocked?
- Have you changed password, passcode and PIN?
- Does your SIM still work?
- Have you reported with screenshots and got a reference number?
- If unresolved, have you escalated with copies of everything?
Questions people ask
Can Kuda reverse money a hacker transferred out?
It can ask the receiving bank to recall it, but success depends on how fast you report and whether the money is still in the receiving account. Report immediately with the transaction details.
How do I block my Kuda account if my phone is stolen?
Kuda's help centre has a "Block Your Account" article. If you cannot use the app, contact Kuda support from another device and ask for the block, and call your network to stop the SIM.
Is there a Kuda customer care phone number?
Kuda's help centre home page lists social media accounts and help articles but no phone number as at October 2026. Use in-app support and the help centre.
Where do I report Kuda if my complaint is not resolved?
After complaining to Kuda first, you can escalate to the CBN's consumer protection route or the FCCPC, whose complaint portal is complaints.fccpc.gov.ng.
Sources
- Kuda Help Centre: Security collection · accessed Oct 2026
- Kuda Help Centre · accessed Oct 2026
- FCCPC: homepage and complaint channels · accessed Oct 2026
This article is general information, not financial, legal or tax advice. Products described are provided under the terms on this site and are subject to regulation and eligibility.