Understand your NGN wallet balance
Distinguish total funds, available funds, order reservations and withdrawals.
Wallet shows your NGN funds and the amounts currently available or restricted. Use the available amount when deciding whether you can start a wallet-funded exchange or request a withdrawal.
Read the balance
- Open Wallet.
- Check the total balance and the Available amount shown in the balance card.
- Review amounts locked in orders and pending withdrawals where shown. Merchant accounts can also show a collateral restriction.
- Inspect Transaction History for recorded credits and debits. Reopen an associated order before assuming a reservation should have ended.
Why available can be lower than total
Active order reservations, pending withdrawals and merchant restrictions can reduce the amount available. A countdown reaching zero does not release an order reservation before its status changes. Do not count the same funds as both wallet spending money and unrestricted merchant backing.
If the figures do not reconcile
Refresh and compare the relevant order, payment reference and history entries. Do not fund again just to clear a display difference. Merchant wallet/collateral separation is undergoing policy reconciliation; contact support before moving funds based on conflicting totals. This guide does not promise that collateral is freely withdrawable.
If the issue continues, contact PayTali support with the relevant order or payment reference and the error message. Never include your password, verification codes, full BVN or full NIN.