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Customers of First Bank of Nigeria Limited, popularly known as FirstBank, are currently facing difficulties accessing some of the bank’s major digital banking platforms following a temporary service disruption.
In a notice issued on Thursday, the tier-1 lender confirmed that the downtime is affecting transactions on its FirstMobile app, FirstOnline internet banking service, and the *894# USSD code. These platforms, which serve millions of Nigerians daily, are among the bank’s most widely used digital channels for payments, transfers, and other financial services.
The bank explained that customers may experience delays or outright transaction failures when attempting to send money to accounts in other banks. “Please be informed that we are currently experiencing some downtime affecting transactions to other banks on FirstMobile, FirstOnline, and USSD platforms. Customers may therefore experience delayed or declined transactions,” the bank stated in its customer advisory.
FirstBank, however, assured its customers that efforts are ongoing to resolve the problem. According to the notice, the bank’s technical team, in collaboration with partner service providers, is working to restore services as quickly as possible. The management also issued an apology for the inconvenience caused, urging customers to remain patient.
This disruption comes less than two months after the bank introduced a new security feature on its FirstMobile app—facial biometric authentication. The innovation was launched in July 2025 as part of the bank’s efforts to strengthen security, improve customer trust, and enhance the overall digital experience. At the time of its launch, the feature was widely praised as a step forward in combating fraud and identity theft in digital banking.
However, the current downtime has highlighted ongoing challenges within Nigeria’s financial technology infrastructure. Despite significant growth in digital banking adoption, many banks continue to face system outages caused by connectivity issues, rising transaction volumes, or integration problems with third-party payment processors.
FirstBank, one of the country’s oldest financial institutions with a customer base of over 40 million, has in recent years invested heavily in digital transformation. Its FirstMobile and *894# USSD platforms remain popular among urban and rural customers, providing convenient access to services without the need to visit a branch.
Industry analysts note that such disruptions, though not uncommon, can undermine customer confidence if not resolved swiftly. Many Nigerians now rely on electronic banking channels for everyday payments, shopping, bills, and business transactions. Even a short disruption can disrupt trade and daily financial activities, particularly for small and medium enterprises that depend on instant transfers.
The Central Bank of Nigeria has repeatedly emphasized the need for financial institutions to maintain robust IT infrastructure and disaster recovery systems to minimize downtime. The CBN also requires banks to report major service disruptions and outline remedial measures.
For now, FirstBank customers have been advised to exercise patience while the technical issues are being addressed. The bank has not provided a specific timeline for full restoration but stressed that normal services will resume soon.
The incident adds to the growing pressure on Nigerian banks to balance digital innovation with service reliability. As competition intensifies between traditional banks and fintech firms, the ability to maintain seamless digital operations has become a major factor in retaining customer loyalty.
FirstBank’s swift response and communication strategy will likely determine how well it manages customer trust during this period of downtime.
