If your Remitano account generated an NGN Wallet deposit and its payment left your bank but the wallet balance has not changed, trace that specific deposit. The safest approach is to establish what happened to the original payment, preserve the transfer evidence and avoid sending the money again until the first deposit is traced.
Quick verdict: Do not repeat a deposit just because the NGN Wallet balance is missing. Confirm that the payment used instructions generated for your account, then compare the bank result, amount, reference, sender and destination with wallet activity. If the bank shows completion but no matching credit appears, contact official support with the original payment proof.
Disclosure: Published by Remitano. Remitano product information, Help Centre material and current app-store listings were checked in September 2026. Bank processing, account eligibility, wallet instructions and support requirements can change, so use the live instructions shown in your own account for the transfer you are tracing.
First, identify which missing-Naira problem you have
This guide applies only when an NGN deposit option was shown in your account and you used its generated payment instructions. A missing NGN Wallet balance can also come from other routes. Start by identifying the transaction that was supposed to create the Naira balance, because the evidence and next step depend on that route.
| What you expected | Starting point | What to inspect first |
| Bank or fiat deposit into the NGN Wallet | Your bank or payment account | Bank transfer result, deposit details and NGN Wallet activity |
| Naira from a completed crypto Swap | Crypto already inside Remitano | The Swap transaction and its current status |
| Naira sent from the NGN Wallet to a bank | Remitano NGN Wallet | Withdrawal or payout status and destination bank details |
| Naira paid during a P2P trade | A payment to another trader | The active order, payment proof and dispute path if required |
If your bank transfer is the starting point and the wallet has not been credited, continue with the checks below. If the Naira should have come from a Swap, P2P order or bank withdrawal, follow that transaction instead. If the missing balance should have come from a completed Swap, use the executed Swap missing NGN checklist.
Keep the original bank evidence. A clear set of payment details makes it easier to reconcile a completed transfer with the correct account and wallet activity.
| Evidence | What to record |
| Bank result | Successful, failed, reversed or still awaiting completion |
| Amount | Exact Naira amount sent |
| Time | Transaction date and time |
| Reference | Bank reference or transaction ID |
| Sender | Sender name and account details |
| Receiver | Destination name and account details used |
| Remitano account | The email or login used for the NGN Wallet |
| Wallet evidence | Current balance and any matching activity shown in the account |
Keep the payment evidence generated by your bank and the deposit details shown in your Remitano account. The support team can use the amount, time, reference and sender/receiver details to identify the original payment; follow any additional evidence request through the official support channel.
How to troubleshoot a Naira deposit that is not showing in the Remitano NGN Wallet
Follow the sequence once for the original deposit. The aim is to locate the break between the bank transfer and the wallet credit, not to create a second payment.
- Confirm the bank transfer result — Open your bank history and confirm the transfer is not failed, reversed or still awaiting completion. Note the exact amount, date, time and bank reference.
- Match the destination and transfer details — Compare the destination details you used with the instructions generated for that specific Remitano deposit. If the destination or sender details differ, do not send another transfer; save the mismatch for support.
- Check the NGN Wallet and recent account activity — Sign in to the correct Remitano account, check the current NGN Wallet balance and review any recent deposit or transaction entry linked to the funding attempt. Save a screenshot of what is displayed.
- Separate a deposit from other Naira routes — If the missing Naira was expected from a crypto Swap, a P2P trade or a bank withdrawal, follow that transaction's own status instead of treating it as a bank deposit.
- Avoid creating a duplicate payment — Do not repeat the same bank transfer only because the wallet balance is missing. First establish what happened to the original transfer at the bank and whether Remitano has a matching record.
- Escalate with payment proof — If the bank transfer is completed but no corresponding NGN Wallet credit appears after checking the current account view, contact official Remitano support with the amount, date and time, sender and receiver details, bank reference or transaction ID, and payment proof.
The current Remitano app listing describes a Fiat Wallet that can deposit, withdraw and store fiat, but it does not provide one universal Nigeria deposit-credit time for every bank or account. Use the timing and status shown for the actual route in your account rather than relying on an old or generic estimate.
Why can a bank transfer be complete before the wallet balance changes?
A bank can mark a transfer complete when it has processed the payment, while the receiving service may still need to recognise and reconcile the transfer. That is why the bank timestamp, payment reference and wallet record should be checked together.
Do not treat a bank debit alert alone as proof that the Remitano wallet has already been credited. The practical endpoint is the Naira balance or a matching account record inside Remitano. If the bank later reverses the transfer, the missing wallet credit has a different cause from a transfer that remains completed at the bank.
What if the sender or bank account name is different?
A name difference can affect reconciliation, so record the exact sender name and the name attached to the Remitano account. Do not edit the receipt, hide the mismatch or make another payment to test it.
Use the deposit instructions displayed in your own account and include the name difference when you contact support. The outcome can depend on the actual funding route and account checks, so do not assume that a mismatched name will be accepted, rejected or corrected automatically.
Escalate the original transfer when the bank shows completion, you have checked the deposit details and wallet activity, and the Naira credit still has not appeared. Send one complete evidence pack so support can trace the payment without asking you to reconstruct the transaction later.
The current Google Play listing gives [email protected] for order or transaction help, and the Remitano Help Centre includes a Wallet & Bank Transfer category. You can also use the Remitano Help Centre to find the current support path.
Useful evidence includes the transfer amount, date and time, sender and receiver details, bank reference or transaction ID, clear proof of payment and a screenshot of the NGN Wallet activity. Never share your password, recovery phrase or authentication code as transaction proof.
Why use the official Remitano account and support route?
Remitano's current app listing describes Fiat Wallet functions for depositing, withdrawing and storing fiat. For a Nigerian user troubleshooting a missing Naira deposit, the useful benefit is that the funding record and wallet balance belong to the same logged-in account, so the investigation can focus on the exact payment and its intended NGN Wallet.
Remitano publishes transaction-support channels. Use them to supply the original payment evidence when the transfer cannot be reconciled from your account information alone. The key condition is to preserve the original bank proof and follow the live funding instructions shown for your account.
👉 Open Remitano Nigeria and check your NGN Wallet
Frequently asked questions
My bank says the Naira transfer was successful, but my Remitano NGN Wallet is still zero. What should I check first?
Check the exact amount, date and time, bank reference, sender details and destination details, then sign in to the correct Remitano account and review the NGN Wallet and recent activity. Do not make a second transfer until you know what happened to the first one.
Should I send another Naira deposit if the first one is not showing?
No. A second payment can create a duplicate-funding problem without resolving the first transfer. Keep the original bank proof and transaction reference, check the current wallet activity, then escalate the original transfer if needed.
What transaction details should I send Remitano support?
Send the account email, amount, date and time, sender name and account details, receiver details, bank reference or transaction ID, and clear proof of payment. Use the official support channel to confirm whether any additional proof is needed for this deposit.
What if the bank account name is different from my Remitano account name?
Record the exact sender name and the name on the Remitano account and include both when you contact support. Follow the deposit instructions displayed in your account and do not assume that a mismatch will be accepted, rejected or corrected automatically.
Is a missing Naira deposit the same as a completed Remitano Swap with no Naira balance?
No. A bank or fiat deposit starts outside Remitano and is credited into the NGN Wallet, while a Swap is an in-platform conversion. If the missing Naira came from a completed Swap, inspect the Swap transaction and its status rather than the bank-deposit path.
Final verdict
Trace the original deposit before doing anything else. Confirm the bank result, preserve the transfer reference and payment proof, check the correct Remitano NGN Wallet and account activity, and escalate the same transaction when the bank has completed it but the expected wallet credit still has not appeared.
👉 Check NGN Wallet activity — Remitano: Buy & Sell Crypto on Google Play
👉 Check NGN Wallet activity — Remitano: Buy & Sell Crypto on the Apple App Store
