Frequently Asked Questions
OMNI LITE FAQs
QQ What is Omni Lite?
AA Omni Lite is an electronic
service provided by Ecobank
to its Commercial Banking
customers to allow them
to perform transactions,
payments etc. over the Internet
- through the Bank’s secure
website.
QQ What are the benefits of
using Omni Lite?
AA With Omni Lite, you can
conduct your banking
transactions from any location
as per your convenience. Omni
Lite provides a comprehensive
range of online transactions
and information that can
help you better manage your
financial assets. It’s secure
and convenient.
With Internet Banking,
customers can enjoy the
convenience of managing
finances quickly and easily at a
time that suits them. Customers
can bank safely and securely –
at work, home or abroad.
Benefits
• Easy access to account(s)
from anywhere in the world.
• Online real-time account
monitoring facility.
• Convenience of conducting
banking transactions from
comfort of home/office.
• Guaranteed security for all
online transactions.
• Easy Access to bank
information and products.
• Effective, cheaper and easier
way for our customers to
communicate with the bank.
• Allows 24/7 access to
account.
QQ What are the services and
transactions which can be
accessed through Omni Lite?
• Check your account balance
• View your transaction history
of your banking accounts
• Transfer money between your
accounts and other accounts
at Ecobank
• Transfer funds to another
local bank account
• Transfer funds to overseas
account (may require
supporting documents)
• Pay your bills
• Enquire on interest rates
and foreign exchange rates
• Open and update maturity
instruction of your Term
Deposits
• Request for Loan
• Stop cheque or order
new cheque books
• Opt for e-Statements for
banking accounts and
credit cards
* Please note specific terms
and conditions may apply
according the chosen
service/transaction
QQ Will there be any charges
to signing up for Omni Lite?
AA You do not need to pay any
charges to sign up.
QQ Who can use Omni Lite?
AA Customers that fall within
the Commercial Banking
business segment of Ecobank
like SMEs, Local & Public
Corporates, Schools, Hotels
and Hospitality etc.
QQ How safe is Omni Lite?
AA Ecobank takes every
precaution to keep your
online experience safe. In a
continued effort to safeguard
online banking transactions,
Ecobank requires full 128-bit
encryption for its electronic
banking platform. Encryption
is a process that transforms
sensitive information into
a string of unrecognizable
characters before they are
sent over the Internet and helps
keep your information private
between the bank’s computer
system and your Internet
browser.
QQ How do I apply for Omni Lite?
AA You can register for Internet
Banking at www.ecobank.
com navigating through to the
Commercial Banking Tab. The
online registration is primarily
for our SMEs (Sole Proprietors)
while our customers that fall
into other business categories
can download the registration
form for completion and
delivery to their Relationship
Managers or submitted at any
of our branches closest to you.
QQ How will I know if my
registration for Omni Lite
is successful?
AA You will receive a confirmation
immediately after registration.
You should log on immediately
using your Username and
Password.
QQ What do I need in order
to use your Omni Lite service?
AA A computer with Internet
connection.
Windows Operating Software
(O/S) Users: Internet Explorer
8.0 and above (recommended
to have full compatibility with
our system).
Screen resolution: 1024 x 768
(with 800x 600 resolution users
should still be able to view
all content, but vertical and
horizontal scroll bars may need
to be used).
QQ Can I access my accounts
when I’m overseas?
AA Yes, as long as you have an
Internet connection and your
passwords and or Security
Device.
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QQ What if I’m disconnected
from the Internet in the middle
of a transaction?
AA Transactions are only expected
to be passed to the bank
after you have successfully
completed the initiation,
authorization and submission
to the bank. However, if the
internet is disconnected
during the submission process,
please you can check if the
transaction has been passed
through to your account once
the connection is back. Should
you need assistance, please
contact our ‘customer service’
or your Relationship Manager.
QQ How can I get assistance
if I experience difficulties
using the Omni Lite Service?
AA Should you need assistance,
please contact our
Customer Service at:
AllENG-CMBCustomerService
@ecobank.com
AllENG-CMBCustomerService
Desk@ecobank.com
ACCOUNT MANAGEMENT
QQ As a customer, what are the
accounts that I can view?
AA A Customer can view all the
accounts that the customer
has in the bank
QQ Can the customer access
account details 24/7 on the
online platform?
AA Yes, the bank’s customer
can access its account details
24/7, except during the system
downtime or transaction
blackout.
PAYMENTS
QQ Can I delete any beneficiary
that I no longer need to make
payments to?
AA Yes. You can delete the
beneficiaries that you no
longer need.
QQ When can I make the payment
to newly added beneficiary?
AA After successfully adding a
beneficiary, you may proceed
to transfer funds immediately
or set a future date for the
transaction to take place.
QQ Who can access the
beneficiaries created with
access type as ‘Private’?
AA Private beneficiaries can
only be accessed by creator
of the beneficiary. Only creator
of the beneficiary can use
such beneficiary while
initiating payment.
QQ Who can access the
beneficiaries created with
access type as ‘Public’?
AA Beneficiary marked as ‘Public’
are visible to all the users
mapped to the Customer ID
of the user who created a
beneficiary. All users of the
Customer will be able to view
and use these beneficiaries
while initiating payments, while
only the creator will be able to
edit and delete the beneficiary.
QQ If I delete or edit a beneficiary,
what will happen to the
in-flight transactions?
AA Beneficiary modification
or deletion will not have any
impact on the transactions
which are initiated with same
beneficiary and are pending
for further processing. In-flight
transactions will continue
to progress with the data
with which the transaction
was initiated.
QQ Can I transfer the funds to
my loan account which I hold
in same bank?
AA No, transfer is possible only
to current or savings account.
QQ Can I set a future date for
a fund transfer?
AA You can set a future date for
a payment using Pay Later
payment option.
QQ What happens if I have set
up a future dated transfer,
but don’t have enough funds in
my account on the transaction
date for the transfer?
AA Balance check will not be
performed at the time of
transaction initiation with future
date. The transaction will get
declined in case of insufficient
funds in the account on the
given transaction date.
QQ What happens if the
transaction amount is less
than set Transaction Limit?
AA If the transaction amount is less
or more than transaction limit
set by the Bank, user cannot
proceed to make payment.
QQ Can I make a payment to an
account which is currently not
registered as my beneficiary?
AA No. You can make the payment
only to your registered
beneficiaries or can transfer
the funds to your own accounts.
QQ Can I transfer the funds
to any account available
under the customer ID
mapped to me by selecting
My Accounts transfer?
AA Yes.
QQ Can I transfer the funds
to an account belongs to
linked party?
AA Yes, funds can be transferred
to an account of linked
customer provided it is
mapped to the user that is
performing the transaction.
QQ Can I initiate future dated
demand draft issuance
request?
AA You can initiate future dated
demand draft issuance request
using scheduling later option.
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QQ What happens if I have set
up a future dated draft
issuance request, but don’t
have enough funds in my
account on the transaction
date for the transfer?
AA Balance check will not be
performed at the time of
transaction initiation with future
date. The transaction will get
declined in case of insufficient
funds in the account on the
given transaction date.
QQ What happens if the
transaction amount is less
than set Transaction Limit?
AA If the transaction amount is less
or more than transaction limit
set by the Bank, user cannot
proceed to initiate demand
draft issuance request.
QQ Can I request for demand
draft issuance a beneficiary
registered as my beneficiary
but Demand draft ‘Nickname’
is different?
AA No, using this transaction, you
can initiate a demand draft
issuance request to existing
beneficiary and demand draft
‘Nickname’ details cannot be
edited while initiating a request.
QQ What happens when I add a
transaction in my favorite list?
AA Once a transaction is marked
as favorite it is displayed
in customer’s favorite list.
Customer can directly initiate
a transfer using favorite
transactions; all the transaction
details are displayed on screen
auto populated. User can make
required changes in the details
and submit the transaction
for processing.
QQ How will I receive a physical
copy of a demand draft?
AA Bank will operationally issue a
draft and mail it to the address
specified while maintaining a
beneficiary or you can pick it
up at the designated branch.
QQ When can I generate
an e-receipt?
AA The user can generate an
e-receipt of the transaction
after the transaction has been
fully consummated at the bank.
QQ Can I cancel the upcoming
payment which is due today?
AA You will not be able to cancel
future dated transaction due
today as the transaction is
executed as soon as the system
is released for transaction
processing in the morning.
QQ Can I cancel a specific
installment of recurring
payment?
AA No, you cannot cancel the
specific installment of recurrent
payment, but you can cancel
entire instruction given for
recurring payment.
QQ Can I cancel the upcoming
payment booked from
other channel?
AA Yes, you can cancel the
upcoming payment booked
from other channels provided
you have an access to the
transaction and account.
QQ After performing a transaction,
I decided to add it to ‘Favorites’
where will this be reflected
and what benefit will I gain
from this?
AA The transaction will be saved
in the ‘Favorites’ list. This
transaction can then be used
the next time you want to
initiate a similar payment.
QQ What type of actions as
a user can I perform from
favorite transaction?
AA User can perform following
actions from favorite
transaction:
• View favorite transaction
details
• Initiate a payment
• Remove the transaction
from favorite list
QQ What type of transactions
can a user perform from
favorite transaction?
AA User can mark the following
transactions as favorite:
• Payments done through
normal funds transfers (one-
off payments are excluded)
• Draft Issuance
• Bill Payments
And then view/initiate
payments and remove
transactions from favorites.
QQ Can I edit the details if I am
reinitiating a transaction from
my favorite transaction list?
AA Yes, you can edit the details
and reinitiate a transaction by
selecting favorite transaction.
QQ Can I make any changes to
the post-dated instructions?
AA Yes, you can cancel the
post-dated instructions.
QQ What happens if I have set
up a transfer for a future date,
but on that date I don’t have
enough funds in my account
to cover the transfer?
AA In this case, the transfer will not
be made. This transfer is done
only on availability of funds
in your account.
QQ Can the user download
or print e-receipt?
AA Yes, the user can download
or print e-receipt.
QQ Do I still need a hard token
or an OTP to authorize my
transactions?
AA Yes, you will still need a hard
token or OTP to authorize your
transactions.
QQ Can I use my existing hard
token to authorize my
transactions?
AA You don’t need to request
for a new hard token at this
time. You can use your existing
hard token to authorize your
transactions.
OMNI Lite – Frequently Asked Questions   3
SERVICES
QQ Can the user initiate
a new mail?
AA Yes, users of the bank can initiate
mails by accessing compose mail
option through secured mailbox.
All the mails are targeted to bank
administrator only.
QQ Can the user delete
multiple mails?
AA Yes, the user can select
multiple mails, by checking
against the mails and then
click on delete.
QQ Can the users retrieve the
deleted mails?
AA Deleted mails from inbox and
sent mail folder will be stored
in Deleted Mails folder. User
can view the details of deleted
mail. Mails will get permanently
deleted from user’s view if
further deleted from ‘Deleted
Mail folder’.
QQ Can the user send a reply to
the alerts sent by the Bank?
AA No, users will not be able to
reply to the alerts sent by the
bank (these alerts are auto
generated by system).
ATM/BRANCH LOCATORS
QQ Can I view ATM / Branches of
other cities / states / countries?
AA Yes, you can view them in map
as well as get their details
such as address and phone
numbers, working hours,
services offered.
LOAN ELIGIBILITY
CALCULATOR
QQ The interest rate is not a fixed
field here – how do I find out
the exact rate and check my
final amount?
AA Interest rate would be
published by banks for different
time periods, Check the value
as applicable and use this to
calculate the final amount.
While creating a Term Deposit
online, you can click on
maturity details to see the
exact maturity amount and
interest rate being offered.
LOAN
QQ As a user, what are the loan
accounts that I can view?
AA A user can view all the
accounts that he has access
to. This includes the accounts
of his primary party as well
as those of Linked parties.
QQ Can I perform repayment
of the Loan 24/7, on the
internet banking platform?
AA Financial Transactions, such
as repayment of loan will be
allowed within the business
hours (or the working window)
of the transaction.
QQ Can I access my loan account
24/7, on the internet banking
platform?
AA The user can access loan
account, at all times except
during system or transaction
blackout.
TERM DEPOSIT
QQ Does the platform allow the
User to redeem a term deposit
before the maturity date?
AA Yes, it is possible to redeem
the term deposit before the
maturity date, through the
application. Please note that
the normal penalty charges
associated with redemption
before maturity, will be
applied accordingly.
QQ Does the platform allow
partial redemption from
term deposit account?
AA Yes, depending on the term
deposit product type, the user
can perform partial redemption
of the Term Deposit. Please
note that the normal penalty
charges associated with
redemption before maturity,
will be applied accordingly.
PROFILE MANAGEMENT
QQ Can the user edit his profile
information?
AA No, user cannot edit his profile
information; the user can only
view the profile details.
QQ Who all can view a nickname
that a user has set?
AA One account can have multiple
nicknames set by different
users, who have access to that
account – however only the
logged in user can view the
nickname the user has set.
QQ Are nicknames displayed in
all places, where an account
number is displayed?
AA No, Approvers can only view
the account number, but not
nicknames set by transaction
initiators. Further Review
screens contain the account
number (where applicable),
but not the nickname.
ELECTRONIC STATEMENT
QQ What are eStatements?
AA eStatements are simply
your bank statements in an
electronic form. It is presented
in Portable Document Format
(PDF) that can be downloaded
onto your own computer.
SECURITY
QQ What are cookies and how
are they used for this service?
AA A cookie is information that a
web site puts on your hard disk
that it can remember something
about you at a later time. This
mechanism allows the server to
store its own information about a
user on the user’s own computer.
QQ What precautions should
I take for this online service?
AA Besides maintaining the
confidentiality of your internet
banking ID and internet
banking password, you should
take the following precautions:
OMNI Lite – Frequently Asked Questions   4
 • DO NOT reveal your ID
and password to anyone,
write down or use it where
someone else can see.
• Change your password
IMMEDIATELY, using the
‘Change of Password’
service, if you suspect it
has been revealed.
• DO NOT use easily
recognized numbers such
as your telephone number
etc. as your password.
• REMEMBER TO LOG OUT
of the system and close your
browser whenever you leave
your computer, even for
a short while.
• Clear your browser’s cache
on a regular basis so that
your account information is
removed. This is particularly
important if you are using
a shared PC. You should
clear it after each session.
• Always use the latest
recommended internet
browser so that you are
using the most updated
security features available.
• Call our contact centre or
your Relationship Manager
immediately if you notice
any unusual transactions
on your account.
QQ My password makeup
• Must be minimum of 5 and
maximum of 15 characters
• Must contain at least
one Uppercase character
• Must contain at least
one Lowercase character
• Must consist at least
one Numerical number
• Must consist of at least
one special character
(Allowed special characters
are @!#$%&*+?)
• Must not contain more than
two consecutive characters
(e.g., abc)
• Must not contain more than
two consecutive identical
characters (e.g., aaa)
QQ How secure is this service? QQ How do I safeguard and
How safe is my personal protect my password?
information going through • Do not choose a password
the service? that is easily identifiable such
What security measures are as your personal telephone
being used by the service? number, birthday or other
personal information etc.
AA This service employs the 128-bit
• Avoid using sequential
Secure Socket Layer (SSL),
numbers (such as 123456)
which is one of the strongest
encryption technology most or same number more than
commonly used by large-scale twice (such as 123226) for
online merchants, banks, and your password.
brokerages worldwide. All online • Your password must be kept
sessions between you and confidential at all times and
the bank are protected by not be divulged to anyone.
up to 128-bit encryption, Do not reveal your password
which best protects your to anyone.
information against disclosure • Your password must be
to third parties. memorized and not be
recorded anywhere. Do not
QQ What should I do if I suspect write down your password or
there are unauthorized use it where someone can see.
transactions on my account?
• Change your password
AA If you suspect there are immediately if you suspect it
unauthorized transactions on has been revealed.
your account, please report
• Change your password
to the bank immediately.
regularly. You can change
Please provide details such as
your password anytime
your name, account number,
under Security’ - Change of
transaction type, date & time
Password’.
of transaction, description of
error and amount involved.
If you suspect they are due
to lost/stolen password,
please call contact centre
or your Relationship Manager
to terminate the password
immediately.
You may want to take note
of your last log-in date and
time, as indicated at the
Personal Homepage, each
time you log-in to the service.
QQ What precautions should I
take when using shared/public
PCs for this service?
AA We strongly recommend you
not to conduct your Internet
banking transactions on such
PCs unless you are sure that
it is safe to do so.
Please clear browser cache
after each session so that your
account information is removed
from such PCs.
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