Frequently asked questions

Tenants and occupants of office space in FMBN office buildings, and anyone paying rent or a service charge on their behalf.

This portal is for rent / lease and service charge payments only. To apply for a mortgage or housing loan, please use the main FMBN website.

No. You only need to give your name and a valid email address. The email address is kept with your payment record as a contact detail. The portal does not send emails.

No. Choose Rent / Lease or Service Charge, state the FMBN building and your unit, suite or office, and enter the amount you are paying. The portal does not show an amount due, so confirm the amount from your tenancy or lease documents before you start.

After you review your details, you receive a payment advice with a payment reference. Keep it: it links your payment to your receipt, and you will need it if you contact support.

Every payment moves through a set of statuses. The current one is shown on your payment page.

Awaiting Payment

Your payment advice has been issued. We are waiting for your payment.

Payment Detected

A payment matching your payment reference has been reported.

Verifying

The payment is being confirmed with Paystack.

Paid

Your payment has been confirmed.

Receipt Issued

Your official receipt has been generated and is ready to download.

Expired

The payment link expired before a payment was received.

Failed

The payment could not be completed.

Under Review

A finance officer is checking the payment, for example because the amount received does not match.

Reversed

The payment was reversed, so it is no longer counted.

Refunded

The money has been returned to the payer.

After you pay on Paystack you are returned to the portal, and the payment page updates automatically once your payment is confirmed. Keep the page open until your receipt appears. The portal does not send emails, so if your receipt does not appear, contact support with your payment reference.

After you review your payment, the portal issues a payment advice with a secure payment link and a payment reference. The link opens Paystack’s secure checkout, where you pay by card, bank transfer or USSD.

The portal does not issue an FMBN bank account number. If you choose bank transfer, Paystack’s checkout may show a one-time account for that transfer. Use it only for that payment and do not reuse it.

The payment link is valid for a limited time. The exact expiry time is shown on your payment page.

Do not try to pay with an expired link. Start the payment again to receive a new one.

You do. You enter the amount on the payment form, and that amount is fixed on your payment advice and on Paystack’s checkout. If you choose bank transfer at checkout, send exactly the amount shown there. To pay a different amount, start a new payment.

A payment is marked Paid only after it has been confirmed with Paystack — never just because a button was clicked. If you are on the payment page, select “I’ve already paid” so we check again.

Most payments are confirmed within minutes, but some can take longer. You do not need to pay again.

You pay on Paystack’s secure checkout by card, bank transfer or USSD. The options available for your bank are shown there.

Receipts are issued automatically as soon as your payment is confirmed. Each receipt has a unique receipt number and a QR code. Download or print it from the confirmation page. Receipts are not sent by email.

Anyone can check a receipt at the Verify Receipt page by scanning its QR code or entering its receipt number.

Verification confirms whether the receipt is genuine and shows only non-sensitive details, such as the amount, date and payment type. It never shows your email address, phone number or other personal details.

Contact support with your payment reference and the email address you gave when paying, and FMBN will help you obtain a copy. The portal does not email receipts, so please download yours from the confirmation page when it is issued.

Choose Pay Rent, state the FMBN building and your unit, suite or office, then enter the amount you are paying and your details. Review the summary and pay through the secure payment link — no reference number needed.

Service Charge is a separate service. Make one payment for your rent and another for your service charge. Each payment has its own payment reference and receives its own receipt.

The portal does not show an amount due. Pay the amount stated in your tenancy or lease documents. If you are not sure, contact support with the building and unit before you pay, so the Estate & Facilities team can confirm it.

Pages are served over an encrypted connection. You pay only on Paystack’s secure checkout, with the amount and reference already filled in, and a payment is marked Paid only after it is confirmed with Paystack. Card details are entered on Paystack’s page, not on this portal.

Payments are collected by Adept-Nexus Atelier Limited, which FMBN has appointed as its collection agent, and are processed by Paystack. The collection agent’s name is shown on your payment advice.

FMBN will never ask for your internet banking password, card PIN or one-time codes from your bank, and will never ask you to pay outside this portal. Payments are collected for FMBN by Adept-Nexus Atelier Limited, its appointed collection agent, which is the name shown on the checkout. Enter card details only on Paystack’s secure checkout, reached through your payment link. If anyone asks otherwise, do not pay, and report it.

We use your details only to process your payment, issue your receipt and contact you about it if needed. Access is limited to authorised staff, and the details needed to process your payment are passed to Paystack. See the Privacy & Data Policy for details.

If you have not paid yet, go back and correct the amount, or cancel the payment and start again. If you have already paid, contact support with your payment reference. A finance officer will review it and advise the next step — for example, paying the balance or arranging a refund of the excess.

Send a refund request through the Contact page with your payment reference and reason. Refunds are reviewed and approved by FMBN’s finance team.

Approved refunds are returned to the account or card the payment originally came from.

Contact support with both payment references. The duplicate will be reviewed and, once approved, refunded to the account or card it came from.

Use the Contact page and choose “Report a problem”. For concerns about misconduct, you can also use FMBN’s official whistleblowing channel.