Customer education is emerging as a critical line of defence against digital payment fraud in Nigeria, as fintech companies and law enforcement agencies push for stronger public awareness alongside technological security measures.
PalmPay, a digital financial services provider, said technology alone cannot eliminate cybercrime without customers understanding how to recognise scams, protect their account credentials and verify suspicious communications.
Read also: Customer-first innovation will define the future of digital payments, says PalmPay MD
Chika Nwosu, managing director of PalmPay Nigeria, made the case during the Nigeria Police Force National Cybercrime Centre’s (NPF-NCCC) 2026 Cybersecurity Awareness Walk in Abuja on October 17, where the company participated for the second consecutive year.
The event formed part of a three-day programme themed “Towards a Resilient Cyberspace”, aimed at raising public awareness of cyber threats and encouraging safer online practices.
“As cyber threats such as phishing and social engineering become increasingly sophisticated, equipping people with the knowledge and tools to recognise and prevent fraud is more important than ever,” Nwosu said.
His comments highlight a growing challenge for Nigeria’s digital financial services market: protecting consumers requires not only secure payment platforms but also users who can identify attempts to steal their personal information and gain unauthorised access to their accounts.
Phishing scams typically use deceptive messages, emails or websites to trick people into revealing sensitive information. Social engineering relies on manipulating individuals into disclosing confidential details or taking actions that expose their accounts to fraud.
For digital financial service providers, these threats make customer awareness an important complement to technical safeguards, particularly as consumers increasingly use mobile applications to manage payments and other financial transactions.
PalmPay said it was addressing the challenge through its “PalmPay Dey For You” campaign, which educates customers on recognising scams, using official customer support channels and keeping personal identification numbers (PINs), passwords and one-time passwords (OTPs) confidential.
The company is also encouraging users to take advantage of security features available through its app’s Security Center to protect their accounts.
“By strengthening security measures with our robust digital security systems and raising awareness, we can reduce vulnerabilities and create a digital ecosystem that inspires greater trust and adoption,” Nwosu said.
The approach places responsibility on both financial service providers and their customers, with companies expected to maintain appropriate security measures while users remain alert to suspicious requests and protect their authentication details.
However, the material provided by PalmPay does not quantify the impact of its education campaign on fraud incidents or customer losses, making it difficult to determine how much such initiatives have reduced exposure to scams.
The police also emphasised the importance of public participation in preventing cybercrime.
Kenechukwu Onwuemelie, Deputy Inspector-General of Police, said the awareness campaign reflected the Inspector-General of Police’s commitment to a comprehensive approach to internal security through public sensitisation, stakeholder collaboration and preventive measures.
He urged Nigerians to follow the campaign’s central message: “Think Before You Click and Verify Before You Share.”
The message reinforces the need for users to check the authenticity of links, communications and requests for personal information before responding, particularly when they appear to come from financial institutions or other trusted organisations.
PalmPay’s continued participation in the awareness walk reflects its support for collaboration between fintech operators and law enforcement agencies in promoting safer digital transactions.
Royal Ibeh is a senior journalist with years of experience reporting on Nigeria’s technology and health sectors. She currently covers the Technology and Health beats for BusinessDay newspaper, where she writes in-depth stories on digital innovation, telecom infrastructure, healthcare systems, and public health policies.
