OPay: building trust through local investment and customer service

For commercial drivers, market traders, and small business owners, reliable financial services are essential to tackling everyday challenges. A driver needs to get paid after a trip, a trader needs to collect cash for the goods they sell, and a small business owner might want to pay a supplier without leaving the shop.

While these transactions might seem routine, when they are quick, dependable, and safe, they save people time and help them run their businesses more smoothly.

This is where digital finance steps in. Since launching in Nigeria in 2018, OPay has focused on mobile payments and financial services that cater to everyday needs. Its growth mirrors a broader shift in how people in Nigeria send and receive money, pay for items, and handle their finances.

However, as more individuals move their transactions online, the main challenge is not just getting them to use digital services; it is making sure they feel confident doing so over the long haul.

Beyond the app: bringing financial services closer to people

Nigeria has made great strides in making financial services more accessible, though millions of adults are still left out of the system. According to the 2026 Access to Financial Services in Nigeria survey by Enhancing Financial Innovation and Access (EFInA), about 79% of adults, around 94.2 million people, are now using some form of financial product or service.

Formal financial inclusion has reached 73%, and digital financial services have jumped to 64.4% of adults, up from 45% in 2023.

Despite this progress, 21% of adults are still financially excluded. While digital finance is gaining popularity, access isn’t equal for everyone.

OPay is tackling this issue by combining its mobile platform with a wide network of local merchants and businesses. The concept is simple: financial services become much more beneficial when people can access them through their everyday devices and the local shops they visit.

For example, think about a driver who gets paid through digital transfers or a neighbourhood store that accepts electronic payments. Both can handle transactions without relying solely on cash. This not only provides customers with more ways to pay but also makes it easier for businesses to collect money.

As of June 2026, OPay has reported over one million merchants and businesses connected to its network. Having such a broad network can effectively integrate digital payments into everyday activities, especially for small businesses in local communities.

Plus, some merchants who provide eligible financial services can earn commissions, creating an additional income stream while offering customers more options for accessing services.

However, the success of these benefits depends on how well the services work in real life. Merchants want transactions to go smoothly, customers need clear payment confirmations, and money should reach the right person without issues. If something goes wrong at any step, it can lead to frustrations for both businesses and customers.

Trust is built when transactions work

For those relying on daily sales and payments, a failed transaction can be a major issue. It can cause delays, leave customers frustrated, and force business owners to spend precious time sorting out problems. This highlights the importance of reliability and great customer service in digital finance.

In its public report, OPay shared that over 99% of transactions on its app were successfully completed on the first try during the first half of 2026. While this success rate is impressive, it’s just one part of the customer journey. When things go wrong, like a transfer failing or a payment being delayed, users need clear guidance on what to do next.

Good customer support becomes critical, especially in these situations. Providing clear directions, timely updates, and accessible support can help customers feel more secure about what’s happening and what steps to take. For new users, how a complaint is managed can influence their decision to use the service again. For existing customers, quick and effective resolutions can maintain their trust.

Security is also vital. Customers need to feel that their personal information and money are safe, while providers must protect against fraud. Building trust goes beyond just offering convenient payments; it requires consistent service, strong safeguards, and clear communication.

There are also more opportunities in digital finance; businesses need skilled workers in technology, compliance, customer support, sales, and operations. These services can create opportunities for merchants and agents involved.

However, it’s important to remember that gaps still exist in Nigeria’s financial system. Research shows one in five adults is still financially excluded. Rural communities face additional challenges accessing financial services, and limited options for credit and insurance leave many families vulnerable during tough times. Just having access to a payment app doesn’t mean someone can easily get credit or save for the future.

Regulations will play a key role in improving this situation. In March 2026, the Central Bank of Nigeria introduced guidelines requiring card issuers to provide one ATM for every 7,500 payment cards, aiming to enhance cash access, even as digital payments grow.
Ultimately, the challenge is to ensure that regulations protect consumers and strengthen the payment system while considering the various ways people access financial services today. Continued investment in service delivery, effective oversight, and responsible innovation will be essential for progress.

OPay is turning everyday use into lasting confidence

Nigeria has made great strides in financial inclusion, but there is still work to be done. More people are using financial services, but just having access isn’t enough to ensure convenience, security, or overall financial health.

For OPay, the goal is to create reliable services that people can trust daily, whether it is a driver getting paid, a trader receiving money, or a customer sending cash to family.
The message for the industry is clear: while technology makes it easier to access financial services, true trust is built through real experiences. It is crucial that transactions go smoothly, complaints are addressed, and customers feel secure knowing their money is safe.

In the end, the true value of digital finance is not just about how many people use an app; it is about how well it fits into their everyday lives. When people can confidently make transactions and receive help when needed, digital finance evolves from being just a convenient choice to an essential tool for managing their money and livelihoods.

**Read also: OPay crowned the Digital Bank and Financial Inclusion Leader at BAFI 2026
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