We are pleased to inform you that the MTN Enterprise Division in Partnership with SoftCom, Lagos state Govt. and a few other organizations is driving an initiative called HELPNOW.

Kindly find below some changes that have been effected in the HelpNow Initiative:

• Beneficiary confirmation using USSD.

• The Amount to be delivered to each beneficiary is now N5,000.

• Removal of food donation.

• Update on cash out options for beneficiaries who receive help on their phone number.

● What is the HelpNow initiative?

HelpNow is an initiative tailored to help the wellbeing of extremely poor people during theCovid-19 crisis; people living in Lagos State who rely on daily activities to make their income (petty traders), the physically challenged people, as well as the elderly.

● How do I donate?

Visit www.helpnow.ng, click the “Give Now” button and then select your donation type. This could either be money or foodpack.

§ For money, select a defined amount or enter a custom amount.

§ For foodpack, also select a defined or custom amount of packs you would like to donate.

§ Enter your personal information, select your payment method (Card payment, Bank Transfer, USSD code, QR code or Eyowo), enter the required information and follow the rest of the instructions.

● How did we identify people?

We sourced the identities of the needy people in Lagos from reliable sources such as the Lagos State World Bank Data on the poorest households; LASRRA data on aged Lagosians and those living with disabilities; Bank of Industry Data on Market Women; and Telco data (MTN and Airtel) on the poorest Lagosians.

● How are the funds raised?

1. Make a donation via our website, USSD, and SMS for cash and airtime donations.

2. At every accumulated 5,000 - 10,000 Naira, the system would automatically select a verified beneficiary and disburse to their bank account or phone number.

3. The donor receives an email and SMS receipt.

● How does the USSD beneficiary confirmation work?

1. Dial the code *4255*23*4357#

2. It brings you to “Welcome to HelpNow, Do you need help?”

3. If you select “NO”, it would automatically opt you out of the service.

4. If “Yes”, “Do you want food or money?

5. The next step is to choose from the dropdown what work you do (Laborer, Farmer, Security, Domestic, Cleaner, Trader, Retire, I no get work).

After selecting what work you do, you would receive a message - “Thank you, we will let you know when your money (or food) is ready”.

NOTE: If the dialing number is not present in our database / records, this service is automatically unavailable to the person.

● How do we disburse money and food to the beneficiaries?

Beneficiaries will receive the funds disbursed via one of 4 channels:

· via Bank Channels

· via Phone Numbers

· via SANEF Agents (61,000+ Agent Network)

· via MTN Momo Agents

Money will be delivered directly to the bank accounts or phone numbers of the beneficiaries and an interface provided to phone users to enable them cash out using all available digital and agency channels.

Foodpack deliveries will be made to the residences of the beneficiaries. Be rest assured that we will prioritize health and safety measures at these times.

Customer enquiries on HelpNow Support should be tagged using the Call Reason below:

Kindly educate MyCustomer® should they contact us.

FREQUENTLY ASKED QUESTIONS

● What is the HelpNow initiative? HelpNow is an initiative tailored to help the wellbeing of extremely poor people during the Covid-19 crisis; people living in Lagos State who rely on daily activities to make their income (petty traders), the physically challenged people, as well as the elderly.

● Who is behind the initiative? This initiative is led by both Softcom Limited and MTN, and is supported by the Lagos State Government alongside Airtel, Bank of Industry, Eyowo, The World Bank, KPMG, John Ashley Development Foundation, SANEF, and Food Jaar.

● How do I donate? Visit www.helpnow.ng, click the “Give Now” button and then select your donation type. This could either be money or foodpack. For money, select a defined amount or enter a custom amount. For foodpack, also select a defined or custom amount of packs you would like to donate. Enter your personal information, select your payment method (Card payment, Bank Transfer, USSD code, QR code or Eyowo), enter the required information and follow the rest of the instructions.

● Do I get to see open data on all my donations? Yes. You can see data of the impact of your generosity on the Impact page.

● How do we disburse money and food to the beneficiaries? Beneficiaries will receive the funds disbursed via one of 4 channels: via Bank Channels via Phone Numbers via SANEF Agents (61,000+ Agent Network) via MTN Momo Agents Money will be delivered directly to the bank accounts or phone numbers of the beneficiaries and an interface provided to phone users to enable them cash out using all available digital and agency channels. Once the funds have been disbursed, the beneficiary would receive an SMS, notifying them of the financial assistance provided by HelpNow. A second SMS would be sent to provide information on cash out options such as transfer to wallets, bank accounts, cardless withdrawal ATM, SANEF agents and MTN MOMO agents. Beneficiaries mapped to Agents will also be provided with the specific SMS for using that channel.

Foodpack deliveries will be made to the residences of the beneficiaries. Be rest assured that we will prioritize health and safety measures at these times.

● How do beneficiaries cashout?

1. Via Bank Transfer

a. The account number received from our partners would be validated and Credited.

b. Beneficiaries can transfer the funds received via existing bank channels. USSD, mobile banking, internet banking, POS, ATM etc.

2. Via Phone numbers (Eyowo)

a. Dial *4255# and access the funds which have been credited to your Eyowo account.

3. Via Sanef Agent

a. Dial *4255#

b. Select the “Withdraw Cash” option by inputting number 4 on USSD.

c. Choose which agency you would like to use - SANEF

i. For SANEF agent, press 1

d. Enter the amount you want to withdraw

e. Authorize the transaction by inputting your Eyowo PIN. Once you perform the actions above, you would receive a code which you would provide when meeting the respective agent.

4. Via MTN Momo Agents

a. Dial *4255#

b. Select the “Withdraw Cash” option by inputting number 4 on USSD.

c. Choose which agency you would like to use - Momo

i. For Momo agent, press 2

d. Enter the amount you want to withdraw

e. Authorize the transaction by inputting your Eyowo PIN.

● How can beneficiaries set up Eyowo PIN to access credited funds? - Dial *4255# - Select option “1” - Enter your six digit code - Select Option “1” - Re-enter your six digit code. - Select Option ”1” to successfully set up your Pin

● Can I donate more than once? You can donate as many times as you want to.

● How secure are the online donations I’m making? Donations are made using our secure online channels - Paystack and Eyowo. We do not store your card, bank, or account details, as payments are made directly to these channels. Upon a successful payment transaction, we simply get notified and then update your donation as complete.

● How do beneficiaries access the funds if sent to their phone numbers? We are using a payment platform called Eyowo to deliver the funds directly to the beneficiaries’ phone numbers. Beneficiaries who receive funds through this channel will be contacted by our support staff on how to cash out their funds to any bank account of their choice (family member or friends).

● How did we identify people? We sourced the identities of the needy people in Lagos from reliable sources such as the Lagos State World Bank Data on the poorest households; LASRRA data on aged Lagosians and those living with disabilities; Bank of Industry Data on Market Women; and Telco data (MTN and Airtel) on the poorest Lagosians.

● How did we verify them? Using a weighting system, we assigned a vulnerability score for each potential beneficiary, taking the following attributes into consideration: - Area of Residence - Age Grouping - Social Class - Family / Household size - Gender

● How are the funds raised? 1. Make a donation via our website, USSD, and SMS for cash and airtime donations. 2. At every accumulated 5,000 - 10,000 Naira, the system would automatically select a verified beneficiary and disburse to their bank account or phone number. 3. The donor receives an email and SMS receipt.

● How did we ensure transparency on this initiative? Donors can track all donations and disbursements through www.helpnow.ng. Deloitte will also provide audit reports on the platforms and through other information dissemination channels to ensure that everyone is adequately carried along through the process.

● How does the USSD beneficiary confirmation work? Dial the code *4255*23*4357# It brings you to “Welcome to HelpNow, Do you need help?” If you select “NO”, it would automatically opt you out of the service. If “Yes”, “Do you want food or money? The next step is to choose from the dropdown what work you do (Laborer, Farmer, Security, Domestic, Cleaner, Trader, Retire, I no get work).

After selecting what work you do, you would receive a message -

“Thank you, we will let you know when your money (or food) is ready”. NOTE: If the dialing number is not present in our database / records, this service is automatically unavailable to you