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The short answer
Report a wrong Paga transfer at once to service@mypaga.com and +234 201 344 4300 with the five-character transaction ID; Paga's terms say claims must be made within 30 days. Paga's terms say it may intervene in disputes between users but is not obliged to, and merchant payments cannot be reversed once approved, so recovery usually depends on the receiving bank or wallet and the recipient agreeing to return the money.
What Paga's terms actually say
Paga's Nigeria terms do not set out a dedicated wrong-transfer procedure, but several clauses decide how your request is handled:
- Section 18.1: report problematic transactions immediately.
- Section 18.2: claims must be made within 30 days of payment.
- Sections 5.3 and 18.7: each transaction has a unique five-character ID, which is needed for dispute resolution.
- Section 18.5: in disputes between users, Paga may intervene but has no obligation to do so.
- Sections 9.1 and 9.3: merchant payments cannot be reversed once approved; disputes with a merchant must be settled with the merchant.
In plain terms, Paga can help trace the money and contact the other side, but it cannot simply debit someone else's account because you made a mistake. The recipient's consent, or a lawful order, is normally needed.
Act in this order
- Screenshot the transaction showing the amount, time, recipient name, account or phone number, and the five-character transaction ID.
- Contact Paga immediately. Email service@mypaga.com and call +234 201 344 4300. State that the transfer was made in error and ask Paga to contact the receiving institution.
- If it went to a bank account, also tell the receiving bank. Visit or call the recipient's bank with your evidence; banks can contact their own customer and, in some cases, place a hold while they do.
- Do not send more money to anyone who contacts you promising to "help reverse" it for a fee.
- Get a ticket number and follow up on the same thread after 48 hours, which is the resolution time Paga's "Our Promise" section gives.
- Escalate if there is no progress: see our guide on Paga customer care and escalation.
Wallet-to-wallet versus wallet-to-bank
| Where the money went | Who can contact the recipient | Practical chances |
|---|---|---|
| Another Paga wallet | Paga, which holds both accounts | Better, because one company holds both records |
| A bank account | The receiving bank, prompted by Paga and by you | Depends on the bank acting quickly and the recipient's cooperation |
| A merchant or bill payment | The merchant | Paga says merchant payments cannot be reversed once approved; ask the merchant for a refund |
| An account whose holder spends it at once | The receiving institution | Low without the holder's agreement; legal routes may be needed |
If the recipient refuses to return it
Money received by mistake is not the recipient's to keep, but getting it back from an unwilling person can take formal steps. Options include a police report where you believe the recipient is acting dishonestly, a complaint to the CBN's consumer protection process if you think Paga or the receiving bank has not handled your request properly, and a civil claim. Our broader guide to recovering a wrong transfer in Nigeria covers each in more depth, and how to complain to CBN consumer protection explains the regulator route.
Worked example: how fast action changes the outcome
Illustrative only. Ada sends ₦85,000 to a mistyped account number at 10:05. She emails Paga with the transaction ID at 10:12 and visits the receiving bank's branch that afternoon. The bank contacts its customer, who has spent ₦20,000 and agrees to return the remaining ₦65,000 at once and the rest in two weeks. Had Ada waited a week, the whole ₦85,000 might have been spent, leaving only formal routes.
Prevent the next one
- Use Paga's saved beneficiaries; its help centre has a Manage Beneficiaries section.
- Read the name the app returns for the account number before you confirm.
- Send a small test amount to a new recipient before a large payment.
What to write to Paga
Keep the email short and complete, and attach the evidence listed in our guide to payment dispute evidence. A version you can adapt:
Send the same facts to the receiving bank, and keep both replies together. If you later go to the CBN or a lawyer, a clear timeline of when you reported the error is the most useful thing you can show.
Above all, act on the day. The 30-day claim window in Paga's terms is the outer limit, not a target.
Where Pryme fits
When you send money with Pryme, the recipient's name is shown before you approve, and our Personal Assistant can prepare transfers for you to check, but nothing moves without your approval.
Questions people ask
Can Paga reverse a wrong transfer?
Paga can trace it and contact the other side, but its terms say it may intervene in disputes between users without an obligation to do so. Recovery usually needs the recipient's agreement.
How long do I have to report a wrong transfer on Paga?
Paga's terms say claims must be made within 30 days of payment, but report it immediately because money can be spent quickly.
I sent money to the wrong bank account from Paga, what do I do?
Contact Paga with the transaction ID, then contact the receiving bank with your evidence and ask them to reach their customer.
Can a merchant payment on Paga be reversed?
Paga's terms say merchant payments cannot be reversed once approved; ask the merchant for a refund.
Sources
- Paga — Nigeria Terms and Conditions · accessed Oct 2026
- Paga — homepage (licence statement, contact channels) · accessed Oct 2026
- Paga Help Centre — solutions index · 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.