Frequently Asked Questions (FAQ)

Aella Care is a health insurance product by Aella in partnership with Hygeia HMO that offers a comprehensive and affordable micro-health insurance service.

Hygeia HMO is a leading health insurance company that offers comprehensive health insurance services to individuals and families as well as SMEs and large corporate organizations.

Anyone who has the Aella App on their Android or IOS device and a valid BVN.

Aella Care has four (4) different plans you can subscribe to with varying costs. You can view our pricing here: https://aellaapp.com/insurance#pricing

This can be done in 4 easy steps. All you have to do is download the Aella App on your Android or iOS device. Select get insurance, select your plan and pay your subscription. After purchase has been processed a health insurance certificate will be sent to your email.

Aella Care grants you access to a variety of medical services based on the health insurance plan purchased. You can view all the benefits provided here based on the insurance plans: https://aellaapp.com/insurance#pricing

All Aella Care insurance plans come with the 24/7 telemedicine service offered by Hygeia HMO. Doctors speak English, Igbo, Yoruba and Hausa. Call 08000432584 to speak with a doctor. Please note that services on Hygeia Telemedicine are for non-emergency and primary care cases. The highly trained and licensed General Practitioners and family medicine doctors are experienced in all aspects of general medicine and will refer you to specialist consultants on the Hygeia HMO provider network if required.

We have over 1,000 health care providers across Nigeria.

There is a 14 days waiting period for administrative processing of your subscription to allow for access to healthcare wherever you may be in Nigeria.

All you need is a valid bank verification number (BVN) to sign up for Aella Care.

No, there are no extra charges paid asides the insurance plan subscription fee.

You lose your health care benefits immediately.

Yes you can click on ‘Give Insurance’ on the Insurance Page within the Aella App to easily purchase Health Insurance Plans for friends and family. You will the following details to subscribe a family member or friend:

• Full Name of Recipient
• Gender
• Date of Birth
• Email Address
• Phone Number

Yes you can at any time. You need to give a one month notice to opt out by sending an email to support@aellacredit.com.

We ask for card details in order to load your wallet to finance transactions on the Aella App. Card details are also required to receive your loan repayments on your due date. We understand that this is very sensitive information, so not to worry, we have your data highly protected.

Your card CVV2 is the 3-digits number written at the back of your card, and your MM and YYYY is the month and year of expiration on your card.

This may be due to a number of reasons: You have insufficient funds in your account. Please ensure you have sufficient balance before linking the card. You haven't activated your card for online transactions. For card activation instructions, please contact your bank. Details entered may be incorrect: please check the card number, expiry date and CVV2 provided to be sure all information is valid. If you still have issues with setup, please send us a message in the app and we'll be happy to assist.

Aella App makes it easy for people to get loans, get insurance, make payments and make investments. Aella opens up financial access for all in emerging markets - whether you are a business or an individual, we put control back in your hands with simple, straightforward products.

Visit the App Store or Google Play Store search for “Aella App” then click “Update”.

Aella App operates in Nigeria at the moment.

At the moment, we do not provide customer support by phone number or in person. Please send us a message via the app any time, and we will help you resolve whatever issue you may have. You can also send an email to support@aellacredit.com please remember to provide your name, email address and details of the issue you want resolved.

• Download the Aella App
• Create your account
• Fill in all required fields with valid and appropriate information
• Click the "Check Eligibility" button to see how much you are eligible to borrow
• Apply for loan that works for you
• Receive funds in your Aella Wallet

The whole process can be completed in 5 minutes. Once your application has been completed and you accept the loan offer provided, your information will be reviewed and the decision on the loan will normally be made within minutes. If approved, funds will be received in 5 minutes of the process being completed

Our loan size ranges from about ₦1,500 to ₦1,000,000. Your loan offer is determined by a variety of factors, so please ensure that you use your personal mobile device and provide the appropriate details to receive the best possible loan offer. Loan tenors vary per individual but are usually within a month or 3 months repayment period.

Interest rates vary between 4% to 30% based on the borrower's profile. To enjoy a lower interest rate, please ask your employer or personnel head to integrate with us. Borrowers are required to cover any bank transaction fees associated with repaying the loan. Standard SMS and data charges by your mobile carrier may apply.

Your BVN is requested to verify your ownership of the account information supplied. This is to ensure that your details cannot be used to apply for a loan by someone else. We understand that this is very sensitive information and as such your BVN does not provide access to your account. If you have further concerns, kindly contact your bank before you proceed.

Aella Credit loans do not require documents of any sort - our process is entirely paperless! All you need is an Android device, a data connection, a means of identification and valid bank details.

The Aella App is available for iOS and Android devices. You can also access the Aella App via any Web browser by clicking the login button on our website www.aellaapp.com.

Aella App is currently available throughout Nigeria.

Aella App is not a bank. We offer a service that is 100% online and you can still reach us whenever you need us via our in-app live chat or any of our social media platforms

You can send us a message using our in-app chat service, and our representatives will respond swiftly. We are also reachable via social media, @Aellaapp – Facebook, Twitter, Instagram and Linkedin. We will always do our best to attend to you as quickly as possible.

Please ensure that location settings are enabled on your Android device so that the application can be submitted successfully. If this has been done and you still receive the error, please log out of the app, turn off your location settings, restart your device, login to the app, and turn on your location settings and when the app prompts you, retry your application. We also suggest that you ensure that you are in an area with a stable and strong network connection while the app detects your location. Most of the time, internet connectivity is stronger outdoors.

We understand you may be low on funds at the time of application. However, on your first loan, we process a one-time card setup fee that can be up to ₦30 (non-refundable) when your loan is approved. This is to verify that the debit/ATM card you have linked to your account is valid.

If this is your first loan, your debit/ATM card needs to be set up for your funds to be disbursed to your account. In the settings on your app menu, click 'Cards' and add a card to be used for repayment. For your convenience, we will try to deduct your payment automatically on your due date. Please note: For the set up to be successful, you may need to have at least ₦30 in the card linked to your account. Card setup is only required once, as long as your card is valid.

Funds are typically received within a few minutes of receiving disbursement confirmation. We advise checking your account balance at intervals as you may not always receive credit notifications in due time.

Notifications are typically sent via SMS and/or email immediately after your loan application is sent. If you have not received either of these, please check the 'Your Loans' menu in the app to confirm the current status of your request.

There are a few reasons behind loan application rejections. The most likely reason is that our program did not obtain enough data to rate your application. Please ensure you are signed into Aella Credit using your main mobile device, and also keep your data on while using the app in order for us to determine the best possible loan offer for you. Be sure to share all of the information required in the application or provide valid details. There can be a few other reasons. As a responsible lender, we take steps to ensure we only extend credit to applicants who can afford it, so that our clients won't become too indebted. It is possible that at the time, you don't match the profile of the individual we normally lend money to. Whatever the situation, we recommend you keep the app installed and retrying in 1 - 2 months, as the criteria of these decisions are constantly refined.

The loan offer displayed to you is what we can provide at the time of application. This may vary in future - as we learn more about you, we'll also be able to provide loans that better suit your financial profile.

Yes, you can update your banking details and information in the app. If you need to update or change certain details, please use the 'Bank account' in the settings on your app menu, or contact us via the in-app chat for assistance.

Please log in to your Aella Credit account to view all details concerning your loan.

As the best convenient way to help you repay your loans, we will try to charge your card, however, If you prefer to make a repayment before your due date, you can:

Use your Debit Card (Recommended)
To make a payment to clear an active loan, click the 'Repay/Pay now’ button in the app. This can be found under the 'Your Loans' menu section in the app. Simply tap on the card linked to your profile or select 'Add a New Debit/ATM card' if you wish to repay using a new card. Your account is immediately updated, once payment is successful.

OR

Direct Transfer to your Aella Wallet by transferring money to your unique bank account. To gain access to your account details for money transfer, click on bank transfer on the home screen. Repayments made via money transfer are typically updated immediately, kindly contact us within the app or send an email to support@aellacredit.com if your payment doesn’t reflect.

The account (Savings/Current where applicable) did not have sufficient funds to cover the transaction amount at the time of the transaction. Kindly fund your account with sufficient funds and re-initiate the transaction by clicking 'Tap to Pay'. If you do have sufficient funds in your account, kindly ensure the ATM card you're using to repay your loan is not linked to more than one bank account type (for example, a savings account and a current account). If the card is linked to multiple account types, kindly transfer the funds to the other account and retry the transaction.

If you want to make a payment prior to your due date, please use the 'Repay/Pay now' button, found on the 'My Loans' page on the app.

Early repayments are accepted and you can apply for a new loan immediately if your previous loan is paid off and payment is confirmed. However, please note that early repayment grants you access to system generated discounts. We encourage you to pay back to enjoy higher loan amounts

Yes. If you are unable to repay the full amount due, we advise you to start making partial repayments as soon as possible.

You can check your current status by logging into your account. If you have successfully paid off your previous loan on time, you can re-apply for another loan almost immediately once your payment is confirmed.

Unfortunately due dates are fixed when your loan is disbursed to you. We do not currently reschedule due dates, so please ensure that you make your repayment on/before your agreed due date to continue enjoying this service.

Paying each installment by its due date is important to build your credit score and increase your loan limit. Late repayments will affect your ability to get subsequent or larger loans. If you are very late on your payments, we may report to the National Credit Reference Bureau (CRB). Being listed with the CRB will block you from getting access to loans from other lenders and may also affect your ability to get a job with certain employers. Conversely, if you repay your loans as on or before the scheduled dates, you will gain access to larger loan amounts over time. It is also important to note that we do not reschedule repayment dates and you should only take an Aella Credit loan if you are reasonably certain you have the means to repay within the agreed period. While we understand financial situations can change unexpectedly, if you find yourself in a situation that makes it difficult to make your scheduled repayment, please contact us immediately by sending us an in-app chat message. There may be fees associated with late repayments. We therefore urge you to make every effort to clear up your repayments in time.

We try our best to help our customers avoid this situation and the resulting consequences such as: Suspension of your access to our loan facilities Reporting your account delinquency to accredited bureau(s) Involvement with our external collection agencies Possible legal action

To edit your personal details, go to “Account” and click “Edit” under “Personal Information

To edit or delete your card details, go to “Account” and click “Cards”.

To know your BVN, dial *565*0# from the phone number linked to your bank account. Please note that your provider may charge N20 for each check.

If you would like to delete your account, please make sure that you do not have an active loan and reach out to us in the app with your request.

A referral code is a unique code assigned to you, which you can then use to tell anyone about our service. If an individual signs up for Aella Credit using your code, you become eligible for benefits, such as loan discounts when a referral repays a loan on time. We however encourage you to give your referral codes to those you know would pay back their loans so you’re not negatively impacted. You can find your referral code by clicking share under Account in the app.

3rd party applications are not accepted on Aella Credit. Please ensure you do not complete an application for someone else or login on your device with another individual's profile, as this can suspend your access to our service. Encourage friends to apply for a loan on their own devices.

Aella App offers a discount program that allows you to earn money for referring a friend - who then repays their first loan on time - to our service. When you bring in a good borrower to help grow the community, we'll reward you by offering you a discount on your next loan and also a possible interest reduction. When you refer up to 10 friends to use the Aella App.
If they are eligible for a loan and approved, you get:

• 15% more when 3 people are approved and take a loan
• 25% more when 5 people are approved and take a loan
• 50% more when 10 people are approved and take a loan

Our agreements are highly classified and kept confidential. We assure you of your utmost privacy when you provide us with your information.

Aella App will never share your data with any third party, except it is for designated business purposes, such as reporting of loan delinquents to authorized Credit Bureaus. It is therefore important to ensure that you repay your loan on time so your credit history and information is not negatively impacted.

Credit bureaus are agencies that provide information on individuals' borrowing habits and financial patterns. They typically work with financial institutions and other creditors to collate this data, and your performance on previous reported accounts impact your ability to obtain loans or other financial services in future.

Aella App uses data from your mobile device, including (but not limited to) location, contacts and notifications to provide you with the best possible loan offer. It's an important part of our evaluation process and allows us to provide you with loans most suitable for you.

Not to worry, once you get a new device, just login to your account and your profile will be waiting to welcome you.

When you sign up on our service, you should receive an email and an SMS link from us to the mobile number you provided. Please enter the code received to verify your number and successfully register on the platform. If you are certain that you did not receive a message, please ensure that your provided number is switched on and is in an area with good network service to receive the SMS. Please note that a data connection is required in order to validate your phone number. You can also click ‘Resend Code’ if you didn’t receive the code after following the steps mentioned.

Please use the “Settings” on your app menu to log out of your current device or unlink your account from your current device.

This is an e-wallet which allows you to store value on Aella App to perform all your financial transactions and earn interests, discounts and rewards for use.

If all necessary KYC verification checks have been performed, you will be able to perform transactions of up to ₦1m daily on Aella App.

You can add money in your Aella Wallet any time by clicking the ‘Fund Wallet’ button and selecting a funding method in the app.

Funds in your wallet earn interest. On a daily basis Aella App pays interests to customers' wallets and on a monthly basis the interest accrued is made available for customers to transact with on the App.

Yes you can repay your loan via your wallet. You can also perform all transactions available on Aella App with your wallet.

There are no associated charges for having funds in your wallet.