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Frequently Asked Questions

Find answers to common questions about UZOVIA.

Transit & Boarding

  • How do riders board?

    Riders scan the inspector's QR code or enter the trip code at boarding. A rider needs a transit account with travel credit. Inspectors can also log cash or card taps for reporting — no one is left behind.

  • What if a rider does not have the app?

    Inspectors can log cash and card taps manually. Every boarding is recorded whether or not the rider uses the app. Digital boarding is incentivised through reporting and analytics, not forced.

  • Can one rider board for several passengers at once?

    Yes. On supported routes, a rider can confirm multiple passengers in one boarding (up to your institution's configured limit). One deduction from their travel balance; trip records reflect the full group size.

  • What is a trip code?

    A trip code is a 6-digit number displayed on the inspector's screen. Passengers enter it in the UZOVIA app to board and record their trip — useful when the QR code cannot be scanned, such as in low light or through a window.

  • How long is a QR code valid?

    QR codes refresh automatically on the inspector's device. A new code is generated before the previous one expires, so passengers always have a valid code to scan. The refresh interval is configured by your institution.

  • Can a passenger use UZOVIA on multiple routes?

    Yes. One transit account works across every route and institution the passenger is a member of. Fares are deducted at the rate configured for each specific route.

  • What happens if boarding fails mid-trip?

    If a digital boarding cannot be recorded, the inspector is notified immediately and can log the trip as cash. No passenger is stranded. Every failed attempt is recorded for review and the same trip is never recorded twice.

  • Does UZOVIA work without mobile data at the boarding point?

    The inspector's QR code and trip code are generated server-side and cached on the device. Passengers need a data connection to complete a digital boarding. Cash logging by the inspector works fully offline and syncs when connectivity is restored.

Transit account

  • How do I load travel credit into my transit account?

    Open the UZOVIA app, go to your account, and choose Add travel credit. Credit is available once loading is confirmed — limits are shown on screen before you confirm.

  • Is there a minimum amount for loading?

    Minimum and maximum load amounts are set by platform policy and may vary by KYC tier. Check the app before you confirm — limits are shown on the load-credit screen.

  • How can I view my journey history?

    In the app, open Account → Activity to see trip records, travel credit loads, and account activity. You can also download a full account statement as a PDF from your profile at any time.

  • Can I send travel credit to another UZOVIA user?

    Yes. Open the Send tab, enter the recipient's code or scan their QR, confirm the amount, and authorise with your transfer PIN. Travel credit moves instantly and both parties receive a notification.

  • Can I send to a contact without boarding a bus?

    Yes. UZOVIA Pay lets you send travel credit to a contact using their permanent code — useful for drivers and informal operators. Enter their code, confirm the name, and authorise with your transfer PIN.

  • Can I move travel credit to my bank account?

    After identity verification (BVN), you can request a move to a verified Nigerian bank account from Account in the app. Authorise with your transfer PIN; processing times depend on your bank.

  • How long does moving travel credit to my bank take?

    Bank moves are processed through our banking partner and typically arrive within minutes to a few hours. Timing may vary depending on your bank and network conditions.

  • What is my daily spending limit?

    Limits are tied to your KYC tier. Unverified accounts have a lower daily limit. Completing BVN verification unlocks higher limits. Your current limits are always visible on the account screen.

  • Is there a waiting period after I load travel credit?

    For security, a short waiting period may apply between loading travel credit and moving credit to your bank. This protects your account from fraudulent activity. The exact window is shown in the app if it applies to your activity.

Security & Privacy

  • Is my travel balance safe on UZOVIA?

    Yes. Every ledger entry is protected by a double-entry system — travel credit is never created or destroyed, only moved. Your account requires identity verification (BVN), a login PIN, and a separate transfer PIN before travel credit can leave your account. We also use encryption, rate limiting, and continuous fraud monitoring.

  • What is BVN verification and why do I need it?

    BVN (Bank Verification Number) confirms your legal identity for transport access and account security on UZOVIA. Verification unlocks higher travel-credit limits and bank moves. Your raw BVN is never stored — only a secure hash is kept.

  • Can someone else access my account if they have my phone?

    No. Your account is protected by a login PIN separate from your device unlock. Travel credit cannot leave your account without your transfer PIN. Even if your device is lost, your balance remains secure.

  • What should I do if I think my account has been compromised?

    Contact UZOVIA support immediately through the app. You can also revoke all active sessions from the Security screen in your profile — this signs you out of every device at once. Our team will investigate and assist with account recovery.

  • How does UZOVIA use my personal data?

    UZOVIA collects only the data needed to provide the service — your identity details for KYC, your journey history, and your device information for security. We do not sell your data to third parties. Full details are in our privacy policy at uzovia.ng/privacy.

  • Does UZOVIA comply with Nigerian data protection law?

    Yes. UZOVIA processes personal data in compliance with the Nigeria Data Protection Act 2023 (NDPA). Users can request access to, or deletion of, their personal data at any time through the app or at uzovia.ng/account-deletion.

For Operators

  • What is UZOVIA?

    UZOVIA is a transport operations platform for institutions that run bus networks — universities, estates, corporate campuses, and transit unions. Operators manage routes, sessions, and live fleet data from one dashboard while passengers board digitally from their phones.

  • How long does institution setup take?

    Most institutions complete setup and run their first live session within 5–7 business days after onboarding. That includes route configuration, fleet registration, and staff briefing.

  • Does UZOVIA work alongside Cowry card infrastructure?

    Yes. Inspectors can log Cowry card taps alongside UZOVIA digital boarding — both appear in the operations dashboard with full trip records. UZOVIA is designed to work with your existing channels, not replace them on day one.

  • Is UZOVIA compliant with CBN and NDPC regulations?

    Yes. BVN verification, NDPA 2023 consent flows, AML/CFT monitoring, and CBN KYC tier limits are built in. Compliance documentation is available to institutional partners on request.

  • How do revenue and fare collections reach us?

    Fare revenue from digital boardings is routed according to your institution's configured policy — to the space reserve account, directly to vehicle owners' transit accounts, or split between both. Settlement reports are available in real time from the admin dashboard.

  • Can we configure different fares for different routes?

    Yes. Fare amounts are set per route in your admin dashboard. You can run multiple routes with different fares simultaneously, and inspectors automatically apply the correct fare based on the route selected at session start.

  • Can we see what our inspectors are doing in real time?

    Yes. The live operations map shows active buses and their GPS positions updated in real time during a collection session. You can also see passenger counts, revenue collected, and session status for every active bus from the dashboard.

  • Can we restrict what inspectors can do on the platform?

    Yes. UZOVIA uses role-based access control. Inspectors have access only to collection functions — they cannot see billing settings, revenue policy, or other administrative data. You can define custom roles and permissions for your team.

  • What if an inspector's phone is stolen mid-shift?

    The session stays open on the server. The inspector or a space admin can end the session remotely from the web dashboard. The device itself holds no travel credit — balances live on the server, not on the phone.

  • Can we run reports on collections, trips, and revenue?

    Yes. The admin dashboard provides analytics on daily collections, route performance, passenger volumes, channel breakdown (digital vs cash), and settlement history. Account statements and session logs can be exported for reconciliation.

  • Do drivers receive fare revenue through UZOVIA?

    If your revenue policy is configured for owner-operated vehicles, fare revenue (minus platform fee) is credited to the assigned driver's transit account after each trip. Institution-owned fleets can route revenue to the space reserve instead.

  • What happens if our space billing balance runs out?

    Logging cash and card boardings (non-digital channels) requires a prepaid space credit balance. If the balance runs out, inspectors are notified in-app and manual channel logging is paused until a space admin loads the balance. Digital boardings are never affected by the billing balance.

  • Can passengers join our space without being invited?

    You control this. Spaces can be configured as open (anyone can join with the slug), invite-only (requires an invitation link), or closed. Most institutional operators use invite-only for controlled onboarding.

  • Can one person be in multiple spaces?

    Yes. A user can belong to multiple spaces — for example, a student using both a university shuttle and an estate bus service. They switch between active spaces from the app and each space is billed and managed independently.

Technical & Integrations

  • What devices does UZOVIA support?

    The UZOVIA passenger and inspector app is available on Android. iOS support is on the roadmap. The admin and space management dashboard is a web application accessible from any modern browser on desktop or mobile.

  • Does UZOVIA integrate with our existing student or staff ID system?

    Custom integrations are available for institutional partners. Contact our team to discuss your specific identity or access management setup.

  • Can we use UZOVIA with NFC cards or Cowry cards?

    Cowry card taps can be logged by inspectors in the app today. NFC tap-to-board integration is on the product roadmap for Phase 2. Contact us if this is a priority for your institution.

  • How is travel credit loaded into UZOVIA?

    Card and bank loads are processed by Paystack, a licensed partner, under PCI-DSS standards. UZOVIA never stores raw card details — loading adds travel credit to your closed-loop transit account for boarding and institutional use.

  • Is there an API for developers?

    A partner API is planned for Phase 2. If you are building a system that needs to integrate with UZOVIA — for example, a student portal or payroll system — contact us to discuss early access.

Account & Support

  • How do I create an account?

    Download the UZOVIA app, enter your phone number and email, verify with an OTP, and set your PIN. To unlock full account features, complete BVN verification from your profile.

  • Can I use UZOVIA without verifying my BVN?

    Yes, with limitations. Unverified accounts can receive and use travel credit up to the platform's lower tier limits. BVN verification is required to unlock higher limits and moves to your bank.

  • How do I contact support?

    Open the app, go to Profile → Support, and submit a ticket. Our team will respond within the SLA for your ticket priority. You can track replies and the status of your ticket from the same screen.

  • What if I forget my PIN?

    On the login screen, tap Forgot PIN and follow the verification steps. You will receive an OTP to your registered email or phone. After verifying your identity, you can set a new PIN without losing your travel balance.

  • Can I delete my account?

    Yes. You can request account deletion from the app or at uzovia.ng/account-deletion. Any remaining travel balance must be moved to your bank before deletion is completed. Data deletion follows the timelines set out in our privacy policy.

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