Skip to main content
This page covers the most common issues you may encounter on the NBA Remuneration Portal and the steps to resolve them. Issues are grouped by category — find the section that matches your situation and follow the steps provided. If a problem persists after following the guidance here, contact the support team directly through the portal.

​
Account and login issues

If you cannot log in, first confirm you are using the email address you registered with. Then:
  1. Click Forgot Password on the login page.
  2. Enter your registered email address and submit.
  3. Check your inbox (and spam folder) for the password reset email.
  4. Click the reset link in the email and enter your new password.
  5. Return to the login page and sign in with your new credentials.
Password reset links expire after a short time. If the link no longer works, go back to the login page and request a new reset email.
After registering, a verification email is sent to your registered address. If it has not arrived:
  1. Wait a few minutes — delivery can be slightly delayed.
  2. Check your Spam or Junk folder.
  3. Use the Resend verification email option on the login page or the confirmation screen.
  4. If you still do not receive the email after resending, confirm the address you registered with is correct. You may need to create a new account with the correct email.
You cannot log in or use the portal until your email address is verified. Do not create a duplicate account with the same NBA Enrollment Number (SCN).
The portal validates your SCN against NBA Lagos membership records. If your number is not found:
  1. Double-check the number you entered — confirm it against your NBA Lagos membership certificate or correspondence.
  2. Ensure you are entering the SCN exactly as it appears, without extra spaces or characters.
  3. If you are confident the number is correct, contact the NBA Lagos membership desk to confirm your enrollment status.
Only active NBA Lagos members with a valid SCN can register. If your membership has lapsed or is not yet processed, your SCN may not appear in the system.
Account access may be restricted for security reasons after multiple failed login attempts.
  1. Wait a short period before trying again — temporary locks usually lift automatically.
  2. Use the Forgot Password flow to reset your credentials.
  3. If you continue to see an access denied error after resetting your password, contact support through the portal for manual review of your account.

​
KYC and profile issues

The portal uses a real-time bank account lookup to confirm your details. If your account number is not resolving:
  1. Confirm you have entered exactly 10 digits — no more, no fewer.
  2. Check that you have selected the correct bank from the dropdown. Selecting the wrong bank is the most common cause of lookup failures.
  3. Try again after a moment — brief lookup delays can occur.
Cross-reference your account number against a recent bank statement or your mobile banking app to ensure there are no transcription errors.
If the account name that appears after lookup does not match your name:
  1. Verify the account number and selected bank are both correct.
  2. If both are correct and the name is still wrong, this may indicate a discrepancy in your bank’s records. Contact your bank to confirm.
  3. If the problem persists, contact support through the portal and provide your correct bank details for manual verification.
Do not save bank details that display an incorrect account name. Disbursements made to an incorrectly verified account cannot be recovered instantly.
Your KYC profile requires two things before it can be saved:
  1. A branch selection — choose your NBA Lagos branch from the dropdown.
  2. Verified bank account details — enter your 10-digit account number, select your bank, and confirm the resolved account name.
Both fields are required. The portal will not let you proceed if either is missing. Ensure you complete both steps and then click Save.
You must complete KYC before you can create or manage any deals. This step is required only once, though you can update your details later in Settings.

​
Deal and transaction issues

A deal in PENDING status is awaiting initial review. This is normal immediately after submission.
  • Allow up to 2 business days for the review to complete.
  • Ensure all required documents were uploaded during deal creation. Missing documents can delay the review.
  • If the deal has been in PENDING status for more than 2 business days without any update, contact the support team through the portal and provide your deal reference number.
A status of AWAITING_VALUATION means the review team is waiting for your valuation documents before the deal can progress.
  1. Open the deal’s detail page.
  2. Go to the Documents section of the deal.
  3. Upload the required valuation document(s).
  4. The deal will be re-reviewed once the documents are submitted.
Valuation documents are typically a formal property valuation report from a registered valuer. Check the deal detail page for any specific guidance on what is required.
A CANCELLED deal cannot be reactivated. The portal will display a reason for the cancellation on the deal’s detail page.
  1. Review the cancellation reason shown on the deal.
  2. Address the underlying issue — for example, missing documents, incorrect property details, or a compliance error.
  3. Create a new deal with the corrected information.
If you believe the deal was cancelled in error, contact support through the portal with your deal reference number and details of the issue.
A FAILED transaction means the payment did not process successfully. Your deal will not progress until a successful payment is recorded.
  1. Return to the deal’s detail page and locate the payment invoice.
  2. Retry the payment.
  3. If the payment fails again, check with your bank to confirm there are no blocks on the transaction.
  4. If the issue persists, contact the support team through the portal and include the transaction reference number.
A failed transaction does not mean you were charged. No funds are captured for failed payments. However, confirm with your bank if you are uncertain.
Payments processed via the portal’s payment gateway can sometimes take up to 24 hours to confirm, depending on network conditions and your bank.
  • If the transaction has been in PROCESSING status for less than 24 hours, allow it more time to complete.
  • If 24 hours have passed with no update, contact the support team through the portal with your transaction reference number so they can investigate with the payment provider.
Do not retry a PROCESSING payment. Submitting a duplicate payment while one is still processing may result in a double charge that requires manual reversal.

​
Document issues

If a document fails to upload:
  1. Check the file size — very large files may be rejected. Try compressing or optimising the file if it is unusually large.
  2. Check the file format — the portal accepts standard document formats such as PDF, JPEG, and PNG. Ensure your file is one of these types.
  3. Confirm you have a stable internet connection before retrying.
  4. Try uploading again. Intermittent connection issues are the most common cause of upload failures.
PDF is the recommended format for legal documents. Converting scanned images to PDF before uploading reduces file size and improves readability for reviewers.
If clicking a download link does nothing or produces an error:
  1. Check your browser’s download settings — some browsers block automatic downloads. Look for a blocked-download notification in your browser’s address bar and allow it.
  2. Try a different browser to rule out a browser-specific issue.
  3. If the document still will not download, contact support through the portal with the document name and the deal it belongs to.

​
Payments and disbursements

Disbursements are sent to your registered bank account same-day or by T+1 business day after a deal is approved.
  1. Confirm the deal status is APPROVED — disbursements are only triggered after full approval and payment confirmation.
  2. Check your bank account details in Settings to ensure they are correct and up to date.
  3. Allow until the end of the next business day before escalating.
  4. If the disbursement has still not arrived after T+1 business day, contact support through the portal with your deal reference number.
Disbursements are sent to the bank account saved at the time the deal is approved. If your bank details were recently changed, confirm which account was active when the deal was approved.
The payment invoice is generated when a deal reaches AWAITING_PAYMENT status.
  1. Check the current status of your deal — if it is still in PENDING or AWAITING_VALUATION, the invoice has not yet been generated.
  2. If the deal is in AWAITING_PAYMENT status but no invoice is visible, refresh the page.
  3. If the invoice still does not appear after refreshing, try clearing your browser cache and reloading.
  4. Contact support through the portal if the invoice remains missing on a deal that shows AWAITING_PAYMENT status.
If you cannot resolve an issue using the guidance on this page, contact our support team directly through the portal. Use the Support option in the portal menu to submit a request with details of your issue and any relevant deal or transaction reference numbers.