SECURE YOUR CARBON ACCOUNT

Secure your Carbon Account.

Work through these protections one at a time. After making a change, verify that the protection is actually active.

Your Carbon Account protects more than your login.

Carbon can connect you to payments, transfers, cards and other financial services. Protecting the account therefore means protecting your credentials, device, phone number and transaction decisions.

Carbon currently uses two distinct security codes: a 6-digit Login PIN and a 4-digit Transaction PIN. Keep both private and never give either one to another person.

CARBON ACCOUNT SECURITY

Work through these protections one at a time.

Carbon features can change between app versions and account situations. Use the settings shown in your own official Carbon app and verify each protection after setting it up.

Protect your 6-digit Login PIN

Your Login PIN protects access to your Carbon account. Keep it private and never give it to another person.

Click to see protection steps

Step-by-step

Open the official Carbon app.
Use your 6-digit Login PIN to sign in.
Never share your Login PIN with another person.
Do not use an obvious PIN that someone who knows you could easily guess.
Shield your screen when entering your PIN around other people.
If you believe your Login PIN has been exposed, use Carbon's official PIN-reset process.

VERIFY: Confirm that your 6-digit Login PIN is known only to you and that nobody can easily observe or guess it.

Protect your 4-digit Transaction PIN

Carbon uses a separate 4-digit Transaction PIN to authorize transactions. Keep it different from your Login PIN.

Click to see protection steps

Step-by-step

Open the Carbon app and sign in with your 6-digit Login PIN.
Tap Accounts at the bottom of the screen.
Tap Security Settings.
Select Change Transaction PIN.
Enter your 6-digit Login PIN to verify your identity.
Enter the OTP sent by Carbon through the available verification channel.
Reset or create your 4-digit Transaction PIN.
Never give the Transaction PIN to anyone, including someone claiming to be Carbon support.

VERIFY: Confirm that your 4-digit Transaction PIN is active and known only to you.

Never share your OTP

Carbon specifically warns users never to disclose OTPs or verification codes to another person.

Click to see protection steps

Step-by-step

Treat every OTP as confidential.
Never read an OTP to an unexpected caller.
Never send an OTP through WhatsApp, SMS, email or social media.
If an OTP arrives for an action you did not initiate, stop and investigate.
Do not enter a verification code simply because someone says they are helping you.
If you suspect someone is trying to access your account, secure the account immediately.

VERIFY: Confirm that every OTP you use relates to an action you personally initiated.

Keep the Carbon app updated

Carbon's current recovery guidance recommends updating the app to the latest version before resetting security credentials.

Click to see protection steps

Step-by-step

Open your device's legitimate App Store or Play Store.
Search for Carbon.
Check whether an update is available.
Install the update through the legitimate app store.
Do not install a Carbon update from an unsolicited APK or unknown website.
Open Carbon again after updating and confirm that the app works normally.

VERIFY: Confirm that you are using the current legitimate Carbon app rather than an unofficial copy.

Protect your phone and SIM

Your phone number is closely connected to Carbon's verification and account-recovery process.

Click to see protection steps

Step-by-step

Use a strong screen lock on your phone.
Use fingerprint or Face ID where appropriate.
Keep your phone's operating system updated.
Keep your registered SIM under your control.
Investigate unexplained loss of mobile service.
Never hand your SIM to someone claiming they need it to fix your Carbon account.
If your phone or SIM is lost, contact Carbon through its official support channel.

VERIFY: Confirm that your phone, SIM and device lock remain under your control.

Verify beneficiaries before sending money

A familiar name or urgent request does not prove that a transfer is safe.

Click to see protection steps

Step-by-step

Stop before confirming the transfer.
Check the recipient name.
Check the account number.
Check the amount.
If the request came through WhatsApp, SMS, social media or a phone call, verify it through another trusted channel.
Do not let urgency or pressure make you skip verification.
Enter your Transaction PIN only after confirming the final details.

VERIFY: Before authorizing a transfer, confirm that the recipient, account number and amount are exactly what you intended.

Review your transaction history

Carbon records transactions in your account history and assigns a reference number to each transaction.

Click to see protection steps

Step-by-step

Sign in to your Carbon account.
Open your transaction history.
Review recent payments, transfers and other financial activity.
Check the date, amount and recipient of unfamiliar transactions.
Record the transaction's reference number if you need to report it.
Do not assume an unfamiliar transaction is legitimate simply because it appears in your history.

VERIFY: Confirm that the important transactions in your recent Carbon history were authorized by you.

Protect your linked debit card

If you have linked a debit card to Carbon, protect its details just as carefully as your Carbon credentials.

Click to see protection steps

Step-by-step

Use only a legitimate Visa or Mastercard when Carbon requires a supported card.
Never share your debit-card PIN.
Never send your full card details to someone claiming to be Carbon support.
Never share the OTP used for a card-related verification.
Review your bank account and card activity if you suspect your card details were exposed.
Contact Carbon and the card-issuing bank through official channels if suspicious activity occurs.

VERIFY: Confirm that your linked card belongs to you and that you have not disclosed its PIN, full details or OTP.

Beware of fake Carbon support

Carbon explicitly says it will not ask for your password, full card details or OTP. Treat such requests as a warning sign.

Click to see protection steps

Step-by-step

Be cautious when someone unexpectedly claims to be a Carbon representative.
Never provide your password, Login PIN or Transaction PIN.
Never provide an OTP.
Never provide your full card details.
Do not allow an unknown person to control your phone remotely.
Do not transfer money because someone claims it is necessary to secure your Carbon account.
End the conversation and contact Carbon through an official support channel.

VERIFY: Confirm unexpected support requests independently before taking action on your Carbon account.

Avoid fake Carbon apps and websites

Fake applications and websites can capture your login credentials, PINs and verification information.

Click to see protection steps

Step-by-step

Download Carbon only from a legitimate app store or official Carbon distribution channel.
Do not install an APK sent to you unexpectedly.
Do not sign in through an unfamiliar link.
Be especially cautious with links received through WhatsApp, SMS, email or social media.
If you need Carbon support, open the official app or website directly.
Never enter your credentials into a page simply because it displays the Carbon logo.

VERIFY: Confirm that you are using an official Carbon app or website before entering any credentials.

Do not trust fake transaction screenshots

A screenshot or message claiming that someone has paid you is not proof that money reached your Carbon account.

Click to see protection steps

Step-by-step

Do not release goods or services based only on a payment screenshot.
Open Carbon directly.
Check your transaction history.
Confirm that the payment is actually reflected in your account.
Check the amount and transaction reference where available.
If the payment does not appear in your account, stop and investigate before releasing anything.

VERIFY: Confirm the payment inside your own Carbon account rather than trusting a screenshot or message from another person.

Reset your Login PIN safely

Carbon provides an official recovery process when you forget or need to reset your 6-digit Login PIN.

Click to see protection steps

Step-by-step

Update the Carbon app to the latest version.
Open Carbon and select Forgot PIN if the option is shown.
Enter your registered phone number and date of birth.
Answer your security question.
Enter the OTP sent to your registered phone number and email.
Create and confirm your new 6-digit Login PIN.
If the process fails, contact Carbon Support and explain exactly where you became stuck.

VERIFY: Confirm that you can sign in normally using your new 6-digit Login PIN.

Recover your account after losing your phone number

Carbon's current recovery guidance requires the new phone number to be linked to your BVN before Carbon can update it.

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Step-by-step

Contact your bank and link your new active phone number to your BVN.
Wait for the BVN information to be updated.
Contact Carbon through its official support channel.
Request a Phone Number Change.
Provide your new active phone number as requested by Carbon.
Complete any additional verification Carbon requires.

VERIFY: Confirm that your new phone number has been officially updated with Carbon before relying on it for account recovery.

Temporarily block your account after suspected fraud

Carbon provides a web-based process for temporarily deactivating an account when you suspect unauthorized activity.

Click to see protection steps

Step-by-step

Stop making transactions while you investigate.
Open Carbon's official account portal directly.
Select Suspicious Activity.
Enter the phone number linked to your Carbon account.
Provide the reason for blocking the account.
Enter the OTP sent to your phone.
Submit the request to deactivate the account.
Contact Carbon Support and report what happened.

VERIFY: Confirm that the account has been deactivated and that Carbon Support has received your fraud report.

Report an unauthorized transaction

Carbon asks customers to review the transaction details and provide specific information when reporting suspected fraud.

Click to see protection steps

Step-by-step

Review the transaction date and amount.
Check the recipient's name where available.
Record the transaction's reference number.
Explain how you discovered the suspicious transaction.
Preserve relevant screenshots or messages.
Secure your account by changing your Login PIN if necessary.
Contact Carbon through its official support channel.
Follow Carbon's instructions during the investigation.

VERIFY: Confirm that Carbon has received your report and that you have preserved the transaction information needed for the investigation.

Keep your recovery information accessible

Carbon's recovery process can depend on your registered phone number, email, date of birth, security question and OTP access.

Click to see protection steps

Step-by-step

Confirm that your registered phone number is active.
Confirm that you can access the email addressassociated with your account.
Remember your security-question answer.
Do not give recovery information to another person.
If your phone number changes, follow Carbon's official phone-number update process.
Keep your email account protected with a strong password and multi-factor authentication where available.

VERIFY: Confirm that you can access the phone and email channels Carbon may use when you need to verify or recover your account.

Something does not look right?

If you find an unfamiliar login, changed recovery information, unexpected security alerts or another sign that someone may have accessed your account, stop the normal security check and move to the recovery process.

I think my account is compromised →

Still need help?

If you have worked through the relevant settings and something still looks wrong, do not give your security secrets to someone promising to fix the account. Use the service's official support and recovery resources for service-specific account problems.

For broader cybersecurity problems, you can also use the professional assistance pathway on this platform.

Need Professional Help? →

Carbon security is not a one-time task.

Review important account settings periodically, especially after a password change, device change, suspicious message or unexpected login alert.

VERIFY BEFORE YOU TRUST.

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