SECTION 1: CUSTOMERS ON USSD

Who can access the MTN on Demand service on 904?
MTN on Demand is available to all MTN subscribers on *904#
The menu keeps breaking off when I use 904
Please ensure that the network signal on the customer's phone is high and stable. It is also advisable to use the USSD service when customer is not in transit.
Bank payment is not working
Bank payment is in two modes: For Direct payment, customer must have an active account with their Banks and would be required to select an account number and enter USSD PIN to validate payment. For Bank USSD payment, customers must be enabled on their Bank USSD platform.
I have no card payment option.
Card payment option is only available when the customer has made an initial payment online using the tokenization service at https://mtnondemand.flutterwave.com/
How can I remove a saved card?
Card can be removed by dialling 904 and using the settings menu to access the card removal option.
How can I reset my MOD PIN?
Reset your pin on the tokenization service at https://mtnondemand.flutterwave.com/

SECTION 2: CUSTOMERS ON TOKENIZATION SERVICE

What PIN can I use for MOD PIN?
MTN OnDemand Profile PIN is not the customer’s Bank PIN or Debit Card PIN. The PIN is created at https://mtnondemand.flutterwave.com/ and an SMS is sent to you to complete the registration.
Is my card information secure?
Flutterwave is PCIDSS certified and has the proper infrastructure for protecting customer’s card information.
Will my card be used for other payments other than MTN ON DEMAND?
The tokenization service ensures that the customer’s card is mapped to MTN as a merchant. Your secured card information can be accessed for purchases on other MTN platforms.

SECTION 3: REPORTING PORTAL FAQS

How do I logon to the reporting portal?
To access the reporting portal, contact the system administrator on https://mtnondemandreport.flutterwave.com/home/contact
How can I reset my password?
Reset password at https://mtnondemandreport.flutterwave.com/Auth/Reset
How can I search for a transaction?
Logon to the platform, select your workspace and click on the purchases menu to view transactions. Use the search button on the top right corner to filter and search.

SECTION 4: REPORTING PORTAL FOR MTN USERS

How can I log an issue on a purchase or transaction?
To log an issue on a purchase, click on the transaction and use the ‘Escalate as dispute’ Button to initiate the dispute process.
How can I reverse a transaction?
Transactions are reversed automatically for Banks/Providers that have a reversal API. Others are flagged as refunds in the Bank’s/Provider’s account. If there are transactions outside the above process, escalate as a dispute.
How do users get Blacklisted?
Users can get blacklisted from Banks and on the USSD menu. Users Blacklisted by the Banks need to be un-blacklisted by the Banks. The portal has a view to show where the Blacklist was initiated from.

SECTION 5: REPORTING PORTAL FOR BANK USERS

How can I add a user?
Every bank has an admin user who has access to profile other users. Contact your Bank IT for access.
How can I enable additional functionality for my role?
Every role on the system has been configured to have some permissions. These Permissions can be reviewed. Please contact the platform administrators – Flutterwave
How do I manage pending transactions for my Bank?
Every bank has an admin user who has access to profile other users. Contact your Bank IT for access. Bank users have access to update a transaction as successful or failed when the transaction is stuck in a pending state.