Question 1

How do I create a Flyemass account?

Accepted Answer

Download or open the app, sign up with your email, verify the email, then set a 6-digit passcode and a transaction PIN.

Question 2

Why do I need identity verification (KYC)?

Accepted Answer

Identity verification is required before you can send money or withdraw. It protects your account and is part of how Flyemass keeps the platform safe.

Question 3

Can I use my account on a second phone?

Accepted Answer

An account is bound to one active device at a time. When you sign in on a new device, you must verify it by email before it can be used.

Question 4

What happens if I forget my passcode or PIN?

Accepted Answer

Use the recovery option in the app and follow the verification steps. If you are stuck, contact support from the app or by email.

Question 5

Which currencies can I hold?

Accepted Answer

Naira (NGN), US Dollars (USD) and Chinese Yuan (RMB/CNY), all in the same account.

Question 6

How do I fund my wallet?

Accepted Answer

Transfer to the dedicated virtual account issued to you, pay by card in the app, or upload a receipt for a manual transfer that the team reviews.

Question 7

How do I withdraw money?

Accepted Answer

Withdraw to a Nigerian bank account. The account name is verified and shown back to you before the transfer is authorised with your PIN.

Question 8

Why has my manual transfer not shown up yet?

Accepted Answer

Manual transfers are reviewed by the team after you upload the receipt. If it is taking longer than expected, contact support with the receipt reference.

Question 9

What rate do I get?

Accepted Answer

The rate published in the app at the time of your swap. It is displayed with the fee before you confirm.

Question 10

Can I exchange between any two wallets?

Accepted Answer

Yes — you can swap between your NGN, USD and RMB wallets.

Question 11

Which payment methods do you support in China?

Accepted Answer

Alipay, WeChat and transfers to Chinese bank accounts.

Question 12

What details do I need from my supplier?

Accepted Answer

The payout method they use and the matching account details — for a bank transfer that means the account name, number and bank.

Question 13

How do I know the payment went through?

Accepted Answer

The payment appears in your transaction history with its current status, and you can contact support from the app if something looks wrong.

Question 14

How does consolidation work?

Accepted Answer

Register your package in the app, send it to the Flyemass warehouse address in China, and we combine your deliveries into one shipment.

Question 15

Should I choose air or sea freight?

Accepted Answer

Air freight suits smaller, urgent or higher-value goods and is billed by weight. Sea freight suits heavy or bulky cargo and is billed by volume.

Question 16

How do I track my goods?

Accepted Answer

Every shipment has a tracking code and a stage-by-stage timeline in the app.

Question 17

Can I have goods delivered to my address?

Accepted Answer

Yes. You can collect from a Lagos hub or request doorstep delivery.

Question 18

How do I request a product?

Accepted Answer

Submit a sourcing request in the app with the product details. The China Desk team returns a quote you can approve and pay for in-app.

Question 19

Am I committed once I request a quote?

Accepted Answer

No. Nothing is purchased until you approve the quote and pay.

Question 20

How do I start importing from China?

Accepted Answer

Start with a clear product or category, then use the Flyemass China Desk sourcing service or submit your own supplier details. Fund your wallet in NGN, USD or RMB, pay the supplier in-app, and arrange freight and delivery through the same account.

Question 21

How do I find reliable suppliers in China?

Accepted Answer

You can search platforms like Alibaba and 1688, verify business licences and transaction history, request samples, and use the Flyemass China Desk to vet suppliers and negotiate on your behalf.

Question 22

Do I need a sourcing agent if I already use Alibaba?

Accepted Answer

Not always, but an agent helps with supplier verification, price negotiation, quality checks, language barriers and consolidating goods from multiple suppliers before shipping.

Question 23

Can I pay Chinese suppliers in Naira?

Accepted Answer

You fund your Flyemass wallet in Naira and convert to RMB inside the app. The supplier receives payment in the Chinese method they accept, such as Alipay, WeChat or a Chinese bank transfer.

Question 24

What is the difference between CNY and CNH?

Accepted Answer

CNY is the onshore Chinese Yuan used inside mainland China. CNH is the offshore Yuan traded outside mainland China. Flyemass handles the conversion and payout method in-app so you do not need to manage the distinction yourself.

Question 25

Should I use air or sea freight?

Accepted Answer

Air freight is faster and suits urgent, smaller or high-value goods. Sea freight is slower but more economical for heavy or bulky cargo. Costs are calculated by weight or volume and shown in the app before you confirm.

Question 26

What do FOB, EXW, DDP and DAP mean?

Accepted Answer

These are Incoterms that define who pays for transport, insurance and customs at each stage. EXW means the supplier only makes the goods available. FOB means the supplier delivers them to the port. DAP means delivery to your destination but you handle import duties. DDP means delivered duty paid by the seller.

Question 27

What goods cannot be shipped?

Accepted Answer

Prohibited items typically include weapons, dangerous goods, counterfeit products, perishables without proper packaging, and items restricted by Nigerian or Chinese customs. Check with support before shipping anything regulated.

Question 28

How is my account protected?

Accepted Answer

Email verification, a 6-digit passcode, a separate transaction PIN, single-device binding with email verification for new devices, and an automatic lock after inactivity.

Question 29

Will Flyemass ever ask for my PIN?

Accepted Answer

No. Never share your passcode or transaction PIN with anyone, including anyone claiming to be from Flyemass.

Question 30

What should I do if I lose my phone?

Accepted Answer

Contact support immediately so your account can be protected, and verify a new device by email when you are ready to sign in again.

Frequently asked questions

Account & verification

Wallets & funding

Currency exchange

Supplier payments

Shipping & tracking

Sourcing

Trading with China

Security

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