AI agents for business finance: what they can and can't do
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The short answer
Lock the account first by dialling *955*131# or *955*132#, then call OPay on 0700 8888 328 and report each unauthorised transfer with its reference so the receiving accounts can be flagged. Recovery is most likely when you report within minutes while the money is still in the first account; report to the police too, and escalate to the CBN if OPay does not resolve it.
If someone has got into your OPay account, speed matters more than anything else. Money sent to another account can be moved again within minutes, and every hour reduces the chance of getting it back. This guide gives the order to act in, from locking the account to formal complaints, and is clear about how often recovery works.
First five minutes: lock the account
OPay says you can lock your account or card by dialling *955*131# or *955*132# if your phone is stolen or misplaced. Do this even if the thief has your phone; dial from your SIM in another handset if you can, or ask OPay to lock it by phone.
- Dial *955*131# or *955*132# and follow the prompts to lock the account or card.
- Call OPay on 0700 8888 328 or 020 18888 328 (the app and card lines on opayweb.com) and ask for the account to be frozen and for the disputed transfers to be flagged to the receiving banks.
- If you can still open the app, change your password and PIN, and log out other devices.
- If your SIM has stopped working, call your network at once: a SIM swap is a common route into fintech accounts. See SIM swap fraud.
First hour: record and report
Write down, while it is fresh:
- Each unauthorised transaction: amount, time, recipient name, recipient bank and account number, and the session or reference ID shown in your history.
- How you think access was gained: a call, a link, a lost phone, a shared PIN.
- The name and time of every call you make, and any ticket number OPay gives you.
Then report to OPay in writing through in-app support so the complaint has a timestamp. A third-party guide (brands.ng, June 2026) lists antifraud@opay.team as an OPay fraud email; we could not confirm it on OPay's own site, so use it in addition to, not instead of, the official numbers and in-app chat.
Report to the police and, for larger sums, the EFCC. A police report or extract is often requested later by banks. Our guide to reporting fraud to the police and EFCC explains how.
How recovery works, and realistic odds
When you report a fraudulent transfer, your provider can contact the receiving bank or app and ask it to place a restriction on the beneficiary account. If the money is still there, it can be held and later returned, usually after an investigation and sometimes only with a court order. If the fraudster has already moved it on, often through several accounts, recovery depends on how far the trail can be followed.
| Situation | What usually happens |
|---|---|
| Reported within minutes, funds still in receiving account | Best chance: account can be restricted and funds held |
| Reported after funds moved to further accounts | Partial recovery possible if any account still holds money |
| You shared PIN or OTP with the fraudster | Provider may argue you authorised it; refund is harder to obtain |
| Phone stolen and used without your input | Stronger case for the provider to investigate its own controls |
No regulator publishes an OPay recovery rate, and we will not guess one. Be cautious of anyone, online or by phone, who offers to "recover" your money for an upfront fee: that is a common follow-on scam.
Example: a fast report
Example only. ₦180,000 leaves your account in three transfers of ₦60,000. You lock the account and report within 20 minutes. The first recipient account still holds ₦60,000 and is restricted; the other two have been emptied. If the held funds are returned after investigation, you recover ₦60,000 of ₦180,000, and ₦120,000 remains a loss unless the later accounts are traced.
If OPay does not resolve it
The CBN's complaint guidance says a provider should acknowledge a complaint or issue a tracking number within 3 days and that you should allow about 2 weeks for resolution before escalating to the CBN Consumer Protection Department at cpd@cbn.gov.ng. Our guide to escalating an OPay complaint to the CBN or FCCPC sets out what to attach. For the refund question generally, read will your bank refund you after fraud.
Is it a hack or a disputed debit?
Not every unexpected debit means someone is inside your account. A card charge from a subscription you forgot, a delayed reversal posting twice, or a merchant charging in error looks alarming but is handled as a dispute, not a fraud case. If the debit is a card payment and you still have your card and phone, lock the card in the app first, then compare it with recent purchases. If transfers went out to people you do not know, treat it as account takeover and follow the steps above. Our guide to unknown debits on OPay covers the dispute route.
After you are back in
- Turn on biometric login, Large Transaction Shield and NightGuard.
- Check your email and SIM are still yours and nobody added a device.
- Review recent beneficiaries and delete any you do not recognise.
Where Pryme fits
Pryme does not use SMS codes for sign-in; it uses an authenticator app and a transaction PIN, which removes the SIM-swap route described above (security on Pryme).
Questions people ask
How do I block my OPay account if my phone is stolen?
Dial *955*131# or *955*132#, as OPay publishes, then call 0700 8888 328 or 020 18888 328.
Can OPay refund money stolen from my account?
It can try to have the receiving account restricted. If funds are still there they may be returned after investigation; if they were moved on, recovery is harder.
How long does OPay take to resolve a fraud complaint?
OPay does not publish a timeline. CBN guidance expects acknowledgement within 3 days and allows about 2 weeks before you escalate to the CBN.
Should I go to the police after OPay fraud?
Yes. A police report helps the investigation and is often requested by banks. For larger sums, also report to the EFCC.
Sources
- OPay official website · accessed Oct 2026
- Apple App Store: OPay listing (OPay Digital Services) · accessed Oct 2026
- CBN: How to Lodge a Complaint, CPD/GEN/GUIDE/03 (24 Jan 2022) · accessed Oct 2026
- brands.ng: OPay customer care channels (2 Jun 2026, third-party) · 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.