FAQ: Employee Benefits (Loans and Bill Payments)

Part 1: Employee access and benefits

1. Which employee benefits and loans can I access?

Earned Wage Access (EWA), Salary Advance, Flexi Loan, Maxi Loan. Airtime, data, and electricity purchases. Availability depends on your organization’s activation, your employee information, and the eligibility checks for each product.

2. How do the different employee benefits and loans work?

• Earned Wage Access (EWA): Ewa gives you access to a portion of your earned wages before your regular payday. It's designed to provide you with flexibility and control over your finances, bridging the gap between paychecks. Pay your bills easily with EWA
• Salary Advance: Salary Advance gives you quick access to funds for personal or planned expenses. Select your amount and tenure, then get the funds credited to your account once your request is approved.
• Flexi Loan:Flexi gives you quick access to funds for personal or planned expenses. Select your amount and tenure, then get the funds credited to your account once your request is approved.
• Maxi Loan: A longer-term loan gives you quick access to funds for personal or planned expenses. Select your amount and tenure, then get the funds credited to your account once your request is approved.
• Airtime: Access to purchase airtime with part of your salary already earned before Payday
• Data: Access to purchase Data with part of your salary already earned before Payday
• Electricity: Access to purchase electricity with part of your salary already earned before Payday
• Cash: Eligible monetary benefits, such as Earned Salary, Salary Advance, Flexi or Maxi.
• Rewards: Incentives associated with benefits use, daily logins or campaigns.
• Offers: Loans available to you based on eligibility.

3. What loan amount can I access, and what is the repayment period?

The table below outlines the amounts you may qualify for. Your approved amount may vary depending on your income, credit score, debt-to-income ratio, and how consistently your salary is paid through the system.

Product	Loan limits	Active Status	Withdrawable Amount	Interest Rate	Repayment terms
EWA	Usually up to 70% of earned income	One month	Minimum - ₦5,000.00 Maximum - ₦1,000,000.00	3%	Next payday
Salary Advance	Up to 50% of salary	One month	Minimum -₦10,000.00 Maximum - ₦1,000,000.00	3%	Next salary / within one month
Flexi	Up to ₦2 million or 40% of salary	Two months	Minimum - ₦50,000.00 Maximum -₦2,000,000.00	3%	2- 5 months
Maxi	Up to ₦5 million or 40% of salary	Four months	Minimum-₦100,000.00 Maximum -₦5,000,000.00	3%	6–12 months

4. What interest rates and fees will I pay on my loan?

Your loan carries a flat monthly interest rate of 3%.

5. How can I access my employee benefits /loan on Breeze?

Log in to your employee self-service account on the web or Breeze app and select Benefits. The layout may differ between platforms. If you are an admin, switch to Self-Service to access your personal benefits.

6. Why can’t I see my benefits/loans on Breeze

Benefits may be unavailable if your organization has not activated the service, you have not met the minimum employment period, your salary payments through the system have not been consecutive, or you recently changed your bank account number. Ask HR to confirm activation.  If you still cannot access Benefits, contact Support with your name, company and a description of what you see on your screen.

7. Why is my benefit or loan locked or showing a zero amount?

A benefit or loan may be locked or show zero due to employer activation, eligibility requirements, incomplete verification, salary details or payment history, existing loans, or restricted access periods. If the issue persists, contact Support with your name, company and a description of what you see on your screen.

8. How long must I have been employed to qualify for each loan?

The required employment period varies by loan: one month for EWA and Salary Advance, two months for Flexi, and four months for Maxi. Your salary must also be paid consecutively during the applicable period. If you meet all the criteria but still cannot access a loan, contact Support with your name, company and a description of what appears on your screen.

9. Why am I seeing “Insufficient Time in Company” even though I meet the employment requirements?

This error may occur if your salary payments have been inconsistent, or your account number has changed. If your account number is unchanged and your salary has been paid consecutively on the system, contact Support with your name, company, and a description of what appears on your screen.

Debt-to-income ratio compares debt repayments with income. Existing Breeze loans and external loans can reduce the amount available. A DTI error does not necessarily mean you are blacklisted. Review your obligations, try a lower amount, or reapply after repayments have cleared. The DTI limit is pegged at 40%.

11. How does my credit score affect my loan eligibility?

The credit score is an assessment using credit-bureau information and repayment behavior, including external obligations. It is one part of the eligibility decision.

12. Why can’t I access a loan even though I’ve borrowed before?

Each loan application is assessed separately. Your salary history, existing debts, credit assessment, profile details, bank account and employer’s setup can affect your eligibility. Previous approval does not guarantee access to another loan.

13. Why am I seeing “maximum number of loans reached”?

You may have exhausted your eligible amount or reached a restriction associated with existing repayments. Additional borrowing remains subject to affordability and product rules.

14. What do Cash, Rewards and Offers mean on Breeze?

• Cash: Eligible monetary benefits, such as Earned Salary, Salary Advance, Flexi or Maxi.
• Rewards: Incentives associated with benefits use, daily logins or campaigns.
• Offers: Loans available to you based on eligibility.
  
  
  
  

Part 2: Applications, verification and mandates

15. How do I apply for a loan on Breeze?

1. Open Benefits in ESS.
2. Select any loan of your choice and click → Take It.
3. Enter the requested amount and repayment period, then continue.
4. Review and accept the repayment terms.
5. Complete the OTP verification sent to your registered email and any additional verification shown.

Carefully review the loan offer.  Completing verification or setting up a direct debit mandate does not mean your loan has been approved or the funds have been sent.

16. Why can’t I select the Apply or Continue button?

Check all required fields, requested amount, repayment period, and BVN information. Save missing details and retry. If the button remains unavailable, contact Support with the error text, your name, email and company.

17. Why is my BVN verification failing?

Check that the BVN has 11 digits, and that your name, bank details and linked phone number match the bank’s records. Verification-provider downtime may also cause errors. Correct mismatches and retry; contact Support if the problem persists.

18. How do I fix the “Applicant NIN field is required” error?

Enter your 11-digit NIN without spaces or extra characters under Profile → Verification, save it and confirm it remains on the profile. Restart the application after saving.

19. What is a direct debit mandate, and how do I set one up for my loan?

A direct debit mandate allows loan repayments to be deducted from your bank account according to the agreed terms. To set it up during your application, complete your profile, select the loan and repayment period, then choose Set Up Direct Debit Mandate and follow the Mono authorization prompts. A one-time ₦50 authorization charge applies. 

20. What should I do if my bank is not supported for direct debit setup?

Currently, Mono supports only traditional/commercial bank accounts, while neobank accounts or fintech banks are unsupported. Use an eligible account presented by the mandate provider. Support cannot manually authorize the mandate for you.

21. Should I pay again if my mandate is still unconfirmed after the ₦50 payment?

Please wait at least 12 hours before attempting the payment again. If the second attempt also fails, contact Support and provide your payment evidence and the error details for investigation. Avoid making repeated payment attempts while the transaction status remains unresolved to prevent potential duplicate charges.

22. My mandate shows as set up, but no payment was deducted. What should I do?

Check your bank account to confirm if you were debited; if debited, contact Support for further assistance, but if not, wait for the recommended period before retrying or use another supported bank account.

23. What should I do if my mandate setup times out or displays a configuration error?

A temporary issue with the mandate provider may be causing the error. Wait and try again later instead of repeatedly restarting the authorization process. If the issue persists, contact Support with your company name, registered email address and the exact error message.

 

24.Why can’t I access the loan page after successfully setting up my mandate?

Your mandate status may take a short time to sync. Confirm that the mandate shows as approved, then sign out, close the app and wait 2–5 minutes before signing in again. If the issue persists for more than one hour, contact Support with your company name, registered email address and a description of what appears on your screen.

A completed mandate does not guarantee loan approval.

25. Why does the mandate approval show a different amount from the loan I requested?

The amount shown on your mandate may be the product’s maximum limit, not your approved loan amount. Your approved loan may also be lower than requested based on affordability and credit checks. Check your loan offer for the approved amount and total repayment, and review these separately from the mandate details. Contact Support if you need clarification.

26. Can I use a different bank account for my direct debit mandate?

Yes, you can change the bank account linked to your mandate if your current account is not supported. However, changing your account may affect your salary payments and loan eligibility. Please note that completed mandate payments cannot be reversed.

 

Part 3: Disbursement, repayment and loan records

27. How long will it take to receive my loan funds?

It takes between 5 minutes to 24 hours. Contact Support if funds have not arrived after 24 hours.

28. What should I do if my loan is approved but the funds haven’t reached my bank account?

Contact Support to request the Session ID, then share it with your bank to help trace the transaction. If your bank is unable to locate the funds, return to Support with the bank’s response for further investigation.

29. Why isn’t my loan showing under Active Loans?

Kindly contact Support for further investigation and assistance with resolvingthis issue.

30. How do I view my loan balance and history?

Login to your ESS and click on Benefits → Active Benefits and select the relevant benefit, or use View All where shown. Check Benefits History / Loan History for completed records. If the pane is missing, confirm your internet connection and allow the page to load fully before escalating.

31. How are my loan repayments collected?

Loan repayments are typically deducted monthly on payday, depending on the loan type and repayment tenure. Where applicable, repayments may also be processed through an authorized direct debit arrangement.

32. Can I repay my loan in full before the due date?

Yes, you can. Login to your ESS and click on Benefits → Active Benefits → select the Benefits → Liquidate / Pay Off Balance. Review the outstanding amount and use the repayment details displayed. If paying manually, first confirm the correct account and exact balance with Support. Send the receipt when requested.

33. How long does it take to process and confirm a manual loan repayment?

It usually takes 2–3 working days for processing and confirmation. If the status remains outstanding after the applicable processing period, contact Support with the receipt and loan reference.

34. What should I do if a loan repayment was deducted from my salary but my loan balance hasn’t updated?

Check for a repayment confirmation email. If the deduction is not reflected, contact Support with your name, company, loan details, and amount for further investigation.

35. What should I check if my loan still shows an outstanding balance after a manual repayment?

Confirm that the transfer was successful and not reversed, that it went to the designated repayment account and that the exact amount was paid. Then send the receipt to Support for reconciliation.

36. What should I do if my loan deduction exceeds my expected installment?

Contact Support with the expected amount, actual amount, and relevant transaction evidence so the deduction can be investigated.

37. What should I do if I sent my loan repayment to the wrong bank account?

If you sent your loan repayment to the wrong bank account, contact your bank for assistance.

Part 4: Airtime, data and electricity

38. How can I purchase airtime on Breeze?

Log in to your ESS and navigate to Benefits → Essential Benefits for You → Buy Airtime. Select a new recipient or a saved beneficiary, enter the phone number, choose the network and airtime amount, then review and confirm your purchase. Supported networks include MTN, Airtel, Glo, and 9mobile. Ensure the phone number, network, and airtime amount are correct before confirming your purchase.

39. How can I purchase a data bundle on Breeze?

Log in to your ESS and navigate to Benefits → Essential Benefits for You → Data. Click Buy Now, select the recipient and preferred data bundle, then review and confirm your purchase. Complete the OTP verification if prompted and follow the on-screen instructions to confirm the transaction status.

40. How can I pay my electricity bill on Breeze?

Log in to your ESS and navigate to Benefits → Essential Benefits for You → Electricity. Click Buy Now, select your electricity provider, enter your meter number and payment amount, then review the verified details and confirm your purchase. We support both prepaid and postpaid electricity payments for providers such as EKEDC and IKEDC. Ensure your provider, meter number, and payment amount are correct before confirming the transaction.

41. What should I do if I haven’t received my prepaid electricity token after payment?

Check transaction history and notifications. If the token is missing after a successful payment, contact Support with the transaction details for investigation and resolution.

42. How are my airtime, data and electricity purchases funded?

Your bill payments are funded through your Earned Wage Access (EWA), and the amount spent is deducted from your salary on payday.

43. What should I do if my airtime or data purchase is pending, or I was charged but haven’t received it?

Check transaction status, recipient details, and available balance. Avoid repeated purchases while the original status is unresolved. Contact Support with the receipt, recipient number, network, amount, and transaction reference.

Part 5: Employer activation, security and support

44. Can our employees access benefits if we don’t pay salaries through SeamlessPayroll?

Yes. The Schedule Loan feature lets your employees access benefits while you continue paying salaries outside SeamlessPayroll. To get started, express interest and sign the required onboarding agreement. Once activated, you’ll receive a dedicated repayment wallet.

During each payroll run, active loan repayments appear as a Breeze Loan Repayment extra deduction that cannot be edited. Pay salaries through your existing process, then follow the repayment instructions provided during activation.

45. Does “Yes I have Paid” prove that salaries were paid?

No. Selecting “Yes I have Paid” helps assess eligibility for future loans but does not serve as proof of salary payment. Loan repayment records are updated only after the repayment is received and verified.

46. What changes if we start disbursing salaries through the Payroll module?

The loan schedule and bulk repayment option are deactivated. Repayments are then deducted during salary disbursement using the standard collection process.

47. When do employees become eligible after activation?

For employers that pay salaries outside the system, employees become eligible immediately after activation, provided they are included in the payroll run.

48. Is Breeze a bank, and how are its financial services regulated?

Breeze is a technology platform, not a bank. Our financial services are delivered in partnership with licensed financial institutions, with lending services provided through these partners in accordance with applicable regulatory requirements.

49. How does Breeze use and protect my personal data?

Breeze collects and processes personal information, including contact details, bank account information, salary data, BVN, and demographic information, for purposes such as identity verification, payment processing, and providing employee benefits. Personal data is not sold and may be shared with authorized service providers, affiliated companies within the group, or where required by law.

Data processing is guided by applicable data protection regulations in Nigeria and Kenya, as well as GDPR where relevant. For further information about data storage locations, service providers, or Data Processing Agreements (DPAs), please contact Support for assistance.

50. How do I contact Support, and what should I provide?

• Email: support@seamlesshr.com
• In-app chat: Use the system’s chat feature.
  
  

Include your name, registered email, company, product, exact error, and the relevant date, amount and reference, if available. Share supporting evidence through the support channel as requested; never share passwords or OTPs.