Ecobank is blocking users from accessing its mobile app on new devices.

This is according to bank-user communications seen by The Realm News on Tuesday.

A customer had mailed Ecobank to complain about his inability to use the bank’s mobile app after switching to a new device.

“Kindly be informed that onboarding an existing user on a new device via Ecobank Mobile App is currently unavailable until further notice,” the bank replied via an official email.

“Please use our alternative channel (USSD, ATM or internet banking) for your transactions.”

The customer, who doesn’t want to be named, showed us Ecobank’s response. The bank did not indicate any other way of accessing the mobile app from a different device.

The bank has also suspended its virtual card service as part of a recent “system upgrade”. While Ecobank notified customers about this change, it was not immediately clear of it did so about the mobile app blockade.

The development follows the decision of telecoms operators to begin charging bank account holders for USSD transactions, with the proceeds, according to observers, shared with banks.