5. FAQ and troubleshooting
Each question shows what you see, why it happens, and what to do.
A. Signing in and security
Q1. I cannot sign in. The page says "The email or password was not accepted".
Check that you are using the email address you signed up with. Check the caps lock key. Then select Forgot password? and reset it. The reset link lasts 30 minutes. Every address gets the same reply, so you will not know whether the email exists.
Q2. I did not get the password reset email.
Check your spam or junk folder. Wait a few minutes. You can request a reset up to 3 times in 5 minutes. After a reset, all your other sessions are signed out.
Q3. I did not get the verification email after sign-up.
Check spam and junk. The link lasts 30 minutes. Sign-up is limited to 5 attempts per minute, so wait and try again. If the link has expired, contact support.
Q4. I entered my password, and DFFMS asked for a six-digit code. What is it?
Your account has two-step verification. Open your authenticator app and type the six-digit code for DFFMS. If you cannot find the code, select Use a recovery code and type one of your single-use recovery codes.
Q5. My authenticator code is rejected.
The code changes every 30 seconds. Type the newest code. Check that your phone's time is set to automatic. After 5 failed codes, the account is locked for 15 minutes. Wait, then try again with a new code.
Q6. I lost my phone, and I have no recovery codes.
Contact your Client System Administrator. If you are a public user, contact support at support@dffms.org. Do not send your password or any code. (To confirm: the exact reset process for a lost authenticator. No self-service reset screen was found in the system.)
Q7. I used my last recovery code. What do I do now?
Sign in with your current authenticator code. Then open Account security from the profile menu and check whether you can generate new recovery codes. (To confirm: whether recovery codes can be regenerated from the screen. If not, contact your administrator.) Store new codes in an approved secure place.
Q8. Why does DFFMS ask me to set up security again?
Your organisation may have made two-step verification mandatory, and you have not finished setting it up. Follow the prompts on Account security. You must enrol an authenticator before you can enter the staff workspace.
Q9. I am a staff member. Why did I see "staff access required" after I signed in?
Your account does not have a staff role yet. Staff accounts come only from an invitation. Ask your administrator to send a new invitation to your work email.
Q10. My staff invitation has expired.
Invitations are valid for 72 hours and can be used only once. Ask the administrator who invited you to send a new one.
Q11. I was asked to sign in again before I could approve a payment.
Approving money needs a recent sign-in. The finance portal requires a sign-in within the last 5 minutes. Sign out, sign in again, then retry the approval.
Q12. The system says "MFA required" when I try to approve or export.
Your account needs two-step verification before this action. Open Account security and finish the authenticator set-up.
Q13. I was signed out after a while.
Staff sessions last up to 4 hours and are refreshed every 15 minutes. When a session ends, sign in again.
Q14. I am on a shared computer. How do I make sure I am signed out?
Use Sign out from the profile menu. Do not tick "Keep me signed in on this private device" on a shared computer.
B. Notifications and email
Q15. I did not get an email about my request or payment.
Check spam and junk. Check that your email address is correct on your profile. The notification is always in the app, under the bell icon. Email is sent only where the system has an email service set up.
Q16. I get no push notifications on my phone or laptop.
Push works only on devices where you opt in. Open Notifications and turn on browser alerts for that device. Allow notifications in your browser settings too.
Q17. Why is there no text message (SMS) for my payment?
DFFMS does not send SMS notifications yet. Use the app and email.
Q18. A notification says "Decision due".
A decision is waiting for someone. If the decision is yours, act on it. If not, you will get a notice when it is decided. If it is not decided in time, DFFMS escalates it to the Programme Administrator and then to the Client System Administrator.
Q19. The bell shows a number, but my list is empty.
Refresh the page. If the list is still empty, select Mark all read and check again. Notifications follow your role and scope.
C. Applications and the marketplace
Q20. I see "A duplicate request is blocked". What does it mean?
You already have a request for this opportunity that is pending, approved or active. Open My requests to see it. You cannot submit a second request for the same opportunity until the first one is closed.
Q21. The system says my amount is outside the published range.
The amount is outside the ticket range for your applicant type. The system still accepts it, but it creates a rule exception for the committee to review. You may also change the amount to be inside the range.
Q22. The system says I am not eligible.
Your applicant type, state or activity does not match the opportunity's rules. Read the "Initial eligibility" panel on the apply page. If you think it is a mistake, contact support with your reference number.
Q23. The apply button says the listing is unavailable.
The opportunity has closed, is paused or has passed its closing date. Look for other opportunities in the marketplace.
Q24. My request has said "Under eligibility review" for a long time.
Requests move through review stages. Each stage has a time limit. If a stage runs over the limit, DFFMS escalates it. You cannot speed this up yourself. Watch your notifications for updates.
Q25. I see "Continue to secure payment" but I did not expect a fee.
Some opportunities charge an application fee after approval. The payment is taken on Paystack, and it is shown only when the request is approved and the opportunity has a fee.
Q26. I see "Payment not completed".
The payment did not go through. No money was posted. Open My requests, choose the request, and try again. If your bank took the money, contact support with the Paystack reference (it begins with DFFMS-PAY-).
Q27. My payment was made, but it does not show on my transactions page.
Verification can take a short time. Open Transactions after a few minutes. Payments show only after the provider confirms them and the system posts them. If it still does not show, contact support with the payment reference.
D. Approvals and money
Q28. Why can't I approve my own record?
The person who makes a record cannot approve it. This is the maker-checker rule. Ask a different approver to check the record. The message reads "The transaction maker cannot approve the same transaction".
Q29. The approve button is missing from my transaction.
Approve buttons appear only to users with the checker role, and only for records waiting for approval. Check that the record is "Pending approval". If you are the maker, you will not see the button.
Q30. My transaction is stuck at "Pending approval".
This is normal until a checker approves it. Reminders go to the checker after 24 hours. If nothing happens after 48 hours, DFFMS escalates the approval to the Programme Administrator, then to the Client System Administrator after 96 hours.
Q31. I rejected a transaction. Can I fix it?
Make a new, corrected record. The rejected record stays on file for the audit trail.
Q32. How do I undo a posted payment?
Posted records are never deleted or edited. Ask for a correction or reversal from the record page. A checker must approve the reversal. The reversal is a new linked entry.
Q33. The system says "This transaction is no longer awaiting approval".
Someone has already approved or rejected it. Refresh the page to see its current status.
Q34. The system says "Only a posted collection, disbursement or adjustment can be reversed".
Only posted money records (collections, disbursements and adjustments) can be reversed. A record that is still pending awaits approval or rejection instead.
Q35. I cannot start a tranche payout.
A payout can start only when the financing case is ready to disburse, partly disbursed or active. All conditions precedent must be met first. Open the financing case, look at the conditions list, and resolve any that are still open. Then ask a finance approver to move the case to "Ready to disburse".
Q36. I need to waive a condition. Why does the system need another person?
A condition can be waived only by an independent decision. The person who asks for the waiver cannot approve it. A different finance approver with two-step verification must decide.
Q37. Why can I not change an executed agreement?
An executed agreement is a signed legal record, and it cannot be changed. If the terms change, record the change as a new version or amendment (to confirm the exact method). Do not overwrite the old record.
E. Investment schemes
Q38. Why is the scheme not visible to me?
Members see a scheme only when it is OPEN. A scheme in DRAFT is hidden from members. Staff with a view role can see it. If the scheme is still in DRAFT, an administrator must open it through Investment schemes, then Manage, then Open.
Q39. The "Join" button is not showing for SCAFI.
Either the scheme is not OPEN yet, or you have already joined it. Check Open schemes on your investments page. For SAIF, the page shows "Subscribe on the SEC crowdfunding platform" instead of "Join".
Q40. My cooperative is not in the list when I join SCAFI.
Only verified cooperatives appear. Ask your cooperative to register with the SAPZ coordination office. A registrar must then verify it.
Q41. My membership is "Pending verification".
Your cooperative membership and identity are being checked. A registrar must verify you. You can contribute once your status is ACTIVE. Registrars are notified when a new member is waiting.
Q42. I was told my NIN or BVN is a duplicate.
DFFMS blocks a second registration with the same identity. Contact your cooperative or the scheme's registrar. Do not register twice.
Q43. I paid into the custodian account, but my units are not showing.
Bank evidence has to be recorded by staff, and then approved by a finance approver. Your units appear after approval. Quote your membership number in the bank payment reference. If it has been longer than a few working days, contact the scheme's registrar with your bank reference.
Q44. The online payment says "Online payment is not available at the moment".
Online payment is set up only where the payment keys are configured. Pay into the custodian account instead, and quote your membership number.
Q45. The system says I cannot contribute because the series is full.
The total of raised money, pending contributions and your amount would be above the series size. Try a smaller amount, or wait for a new series.
Q46. My online payment has not confirmed.
A payment can stay as "Being confirmed" for a short time. The system checks it again after 15 minutes. Do not pay twice. If it still shows as not confirmed, contact the scheme's registrar with your reference (it begins with the scheme code and -SUB-).
Q47. I requested a redemption. When will I be paid?
Redemptions are paid within 7 working days of the request. Your status goes from "Requested" to "Approved" and then "Paid". You can withdraw while it is still "Requested".
Q48. Why is my redemption overdue?
The scheme has a pay-by date. If payment is late, the system escalates the redemption to the Programme Administrator, then to the Client System Administrator. You are also notified.
Q49. Why is my dividend less than I expected?
Dividends are paid net of withholding tax at 5%. The statement shows gross, WHT and net. Check the dividend's record date too. You are paid only if you held units on that date.
Q50. Why did the NAV change?
The NAV is recalculated from the assets and liabilities in each approved valuation. A new approved valuation changes the NAV per unit. Your units are valued at the latest approved NAV.
F. Monitoring, reports and exports
Q51. I recorded a climate reading, but there is no early warning.
Warnings are checked by the daily sweep at 06:00 UTC, which is 07:00 in Nigeria. Recording a reading does not raise a warning immediately. Check again the next morning.
Q52. An early warning is still open after the problem is fixed.
Most warnings close themselves when the condition clears. Climate warnings must be closed by hand. Someone with the resolve role must record a management decision of at least 5 characters.
Q53. I cannot see the "Resolve" button on a warning.
Only the Programme Administrator, the Client System Administrator, the Monitoring Analyst and the Platform Super Administrator can resolve. Acknowledge is open to more roles.
Q54. I clicked "Generate report", and nothing happened.
Generating a report needs two-step verification and a recent sign-in. Check Account security and sign in again if needed. Then retry.
Q55. The export failed.
Check these causes in order:
- The message says "Reporting exports are not available". Exports are not set up on this system. Contact your Client System Administrator.
- The message asks for two-step verification. Set up two-step verification, then try again.
- The report is larger than 50 MB. Narrow the period or the filters, then generate it again.
- The system has reached its limit of 10 active or 100 daily jobs. Wait, then try again.
Q56. My download link stopped working.
Download links are secure and last up to 300 seconds (5 minutes). Go back to Exports and select Download securely again.
Q57. My export file is missing.
Exported files are kept for up to 7 days. After that, generate the report again.
Q58. The CSV file from a table has only some rows.
Export CSV on a register table exports only the rows you can see after your search and filters. Clear the filters, then export again.
Q59. A scheduled report did not run.
Scheduled reports are not yet running on this system. The schedule text is stored, but no job runs it. Generate the report by hand.
Q60. The dashboard total does not match the register.
The dashboard follows your role and scope. The register shows the records you can see. Both should match for the same scope. Check the filters and the period on each page.
G. Access and what I can see
Q61. A menu item is missing for me.
Your role does not allow that page. Menus show only what your role allows. Ask your administrator if you need access. Do not ask a colleague to share their login.
Q62. I cannot see records from my state, institution or organisation.
Your data scope limits you to certain records. Records with no value for the limit are hidden. Ask your administrator to check the scope on your role.
Q63. I am an investor viewer and I see only part of the scheme.
Investor viewers see only their own organisation's portfolio. This is by design.
Q64. I am a Support officer and I cannot see finance or monitoring.
Support does not see finance, schemes or monitoring. Use the help centre or send a request to the team that owns the record.
Q65. Why does a record show "Not found"?
The record is outside your scope, or it has been removed. If you think it should be visible to you, contact your administrator with the reference.
H. Other common questions
Q66. Can I change the language?
Public pages can be read in English, Pidgin, Hausa, Yoruba and Igbo. Use the language selector at the top of the page.
Q68. Is the public website safe to use?
The website is run by the programme. Never share your password or one-time codes. Staff will never ask for them. If someone asks, report it to support.
Q69. Who can see my personal details?
Only the staff whose role and scope allow it. Your NIN and BVN are stored only as secure tokens. Your bank account is shown with only its last 4 digits.
Q70. Where do I go for help that is not in this manual?
Contact support at support@dffms.org. Give the reference number, the time and what you clicked. Do not send any password or code.