What if my phone is stolen?
Immediately call +234 704 648 8013 to lock your account. You can also email hello@cashmatrix.ng. Once locked, no transactions can be made until you ve...
Last updated August 5, 2026
If your phone is stolen, take these steps immediately to protect your account.
Step 1: Lock your account
Option A: Call us
- Call +234 704 648 8013 (available 24/7)
- Provide your account details and request an account lock
Option B: Email us
- Send an email to hello@cashmatrix.ng
- Include your full name, phone number, and a description of the situation
- We'll lock your account within 30 minutes
Step 2: What happens after locking
- Your account is immediately frozen — no transactions can be made.
- All active sessions are terminated.
- Your card (if any) is blocked.
Step 3: Get a new phone and restore access
- Get a new phone with the same phone number (contact your network provider if needed).
- Download the Cashmatrix app.
- Contact support to unlock your account.
- You'll need to verify your identity with an OTP and answer security questions.
Preventive measures
- Enable biometric authentication (fingerprint or face ID).
- Enable two-factor authentication (see Settings > Security).
- Don't save your PIN in your phone's notes or contacts.
- Use a strong screen lock on your phone.
Important: Call us as soon as possible. The sooner we lock your account, the safer your money is.
Need a hand? Email hello@cashmatrix.ng.