Frequently Asked Questions on Monitoring your Requests & Tickets

General questions

A ticket tracker is an online system we use to handle and track customer questions or issues sent to Altbank support. It helps customers keep track of how their requests are progressing.

Our ticketing system ensures that customers have real-time awareness of their ticket status, allowing them to respond to queries. Simultaneously, support teams are promptly informed about SLA timelines and potential breaches, ensuring optimal service delivery.

The ticket tracker allows you to monitor complaints and requests in real-time, fostering transparency and ensuring timely response and resolution.

Submitting a ticket can be done in two different ways.

Submit a ticket via email 
  • Send an email to our support channels, such as [email protected]
  • Expect an automated email response in return.


Submit a ticket via website 
  • Navigate to our website and click on ‘Help’ in the menu. 
  • Select ‘Monitor your Request.’ 
  • This action will take you to the customer portal’s homepage. 
  • Find the ‘Submit a Ticket’ feature within the portal. 
  • Enter the necessary information to create your ticket. 
  • You also have the option to schedule an appointment if required. 

Yes, our ticket tracker lets you keep an eye on your submitted requests or tickets. You have two methods to track your tickets.

Monitor your ticket through email entry.
  • Click on the URL sent in the automated email response. 
  • You’ll be redirected to the site to track ticket. 

Note: “Email entry” means submitting information using emails. 


Monitor your ticket through website entry.
  • Visit our website and select “Help” from the menu. 
  • Choose the “Monitor your Request” option. 
  • This will lead you to the customer portal’s homepage. 
  • Find the ‘Track Tickets’ feature within the portal. 
  • Select an option from the drop-down menu. 
  • Sign into the portal. 
  • View pending or opened tickets. 
  • To see closed or resolved tickets, click on the status drop-down menu. 

Note: “Website entry” means submitting information through a website. 

For the best results, make sure to give a clear explanation of the problem or question, include relevant account information, and attach any necessary documents or screenshots if they apply. 

After you submit your ticket, it undergoes review and gets assigned to the right department or team for a solution.

Ticket resolution time can vary based on the issue’s complexity. Standard queries are usually resolved within 72 hours. 

Yes, Altbank’s ticket tracker system is equipped with strong security measures to protect customer information and transactions, ensuring complete confidentiality.

Indeed, our tracker feature facilitates a two-way communication channel between our support team and customers. This is achieved through the exchange of emails within the customer portal.

Typically, this is applicable when you are logged into the portal. Our ticket tracker allows you to review your past submissions, their statuses, and the actions taken by our support team.

Once the resolution is confirmed, your tickets are automatically closed.

To address any concerns with the ticket tracker or for assistance, please reach out to our customer support via alternate channels like phone (01-7000555) or email ([email protected]). 

Absolutely, your feedback matters. Our system provides options for sharing your thoughts on the ticketing process, helping us continuously improve our services. 

How to navigate the portal

As a new user, you can log your complaint by;

  • Sending your complaint via email to [email protected]
  • Upon sending a complaint, you will receive an automated response email, including a URL to track the specific complaint ticket.  


Note that this URL lets you track only the complaints logged in then.  

As a new user, you can keep track of your complaint by;  

  • Clicking on URL to Track Complaint sent to you via email.
  • This URL is usually a response to your email to log your complaint.  

Note that this URL lets you track only the complaints logged in then. 

You need to sign up using the activation mail. 

To sign up using the activation mail; 

  • After logging the first complaint, you will receive an activation mail within 5 to 7 minutes. 

This automated email contains the URL to sign up and activate your account for the tracker customer portal. 

  • Click on the URL provided in the activation mail. 


Activate your account; 

  • Set up a password 

Note that your password must meet the requirements of including numbers, letters, and at least one special character. 

This action automatically logs you in. 

  • You can now conveniently track and submit tickets through the tracker customer portal.


Track Tickets from All Products; 

  • You can track tickets for all products by selecting the ‘Track ticket’ dropdown. 

Additionally, you can use the portal to submit new tickets.

As an existing customer, you can log your complaint by; 

  • Sending your complaint via email to [email protected]
  • Upon sending a complaint, you will receive an automated response email, including a URL to track the specific complaint ticket. 
  • Click on the URL to track your ticket. 
  • Log into the portal with the email address used to log complaints previously to track pending tickets/view your previous tickets. 


To track Tickets and View History; 

  • After clicking the URL, you will be directed to the portal. 
  • You access the portal by logging in with the same email address used for previous complaint logs. 
  • This enables you to monitor pending tickets and review the history of past tickets. 


Track Tickets from All Products: 

  • You can track tickets for all products by selecting the ‘Track ticket’ dropdown. 

Additionally, you can use the portal to submit new tickets. 

Tell us your story

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Abubakar Muhammad Musa


Abubakar Muhammad Musa is currently a Sharia Advisor and Consultant for SHAPE Knowledge Services a consulting firm based in Kuwait. He has been involved in product development, Sharia research and approval of Islamic banking products for different clients. His work covers retail banking, corporate banking and project finance deals.

Formerly, Abubakar worked as a Researcher in different units at International Shariah Research Academy for Islamic Finance (ISRA) in Kuala Lumpur, Malaysia. Besides his primary assignments in ISRA, he taught Shariah Rules in Financial Transactions to Chartered Islamic Finance Professional (CIFP) Masters online Students of International Centre for Education in Islamic Finance (INCEIF), Malaysia. He also taught MBA and BBA Students different Islamic Banking and Finance Subjects at University College of Bahrain.

Abubakar holds two Diplomas with distinction, one in Islamic Law and the other in Arabic Language from Al-Imam University Riyadh. He also holds LLB (Hons) degree in Shariah from the same University. He successfully completed his (CIFP) Professional Masters Degree Programme at (INCEIF), Malaysia. He had his internship program on Islamic Banking & Finance at Fajr Capital in Kuala Lumpur. During the programme, Abubakar conducted research relating to product structuring and market development.

Abdurraheem Ahmad Sayi


Abdurraheem Ahmad Sayi is a legal practitioner and Consultant of over 16 years of active legal practice. He is currently the principal partner, A.A. Sayi & Co. (Qist Chambers) and Qadi, Independent Shari’ah Panel of Lagos State – a platform, through which he has delivered several judgments of in-depth analysis, widely applauded by leading legal and intellectual icons, including learned Judges, professors of law and Islamic Studies.

He is the Executive Director/C.E.O., ClearPath Islamic Centre (Incorporated), Lekki-Lagos and Chief Imam, SilverPoint Central Mosque, Badore, Ajah-Lagos. Fondly called Imam Sayi, Abdurraheem is the designate Chairman, Shari’ah Advisory Committee, Mutual Benefit Takaaful.

Imam Sayi has also authored a few works, some of which include: The Financial Obligations: a compendium of essays on monetary or material obligations under Islamic Law and Waqf (Charity Endowment): The Governing Principles.

He holds a Certificate on Improving Personal Effectiveness from the Lagos Business School (Pan African University) and he is a recipient of numerous awards and certificates of merits.

Abdulkader Thomas


Master of Arts Law and Diplomacy, The Fletcher School of Law & Diplomacy.

Bachelor of Arts Arabic & Islamic Studies, The University of Chicago.

Shariah Board Experience:

Bank Muscat Meethaq (2013 – 2017)

Sterling Bank Nigeria (Since 2013)

University Bank, USA (Since 2006)


Abdulkader Thomas has over 35 years of diversified financial services experience in major markets. With a Master of Arts Law and Diplomacy from The Fletcher School of Law & Diplomacy and a BA in Arabic & Islamic Studies from The University of Chicago. His areas of activity have included trade finance, real estate finance, securities and alternative finance.

As the general manager of a foreign bank branch in New York, he secured the first US regulatory approvals of Islamic mortgage and instalment credit/sale as banking instruments. Later, he secured US regulatory approval for profit sharing deposits. Abdulkader has been involved in the successful implementation of these products in the US market. With more than 17years Shariah Board Experience in Bank Muscat Meethaq, Sterling Bank Nigeria and University Bank USA, Abdulkader has worked on IFTA projects in Europe, Africa, Southeast Asia, and an authority on Islamic deal structures and securities.

He also serves as a director of Alkhabeer Capital in Jeddah and Chairman of Alkhabeer (DIFC). He is a member of the international advisory board of the Securities Commission of Malaysia, a published author, and an active speaker on Islamic finance.