Baxi glitch leaves POS agents stranded as trust in the platform wavers

Baxi has spent weeks trying to fix a transfer problem that has left thousands of POS agents unable to do the one thing their business depends on, which is moving customers’ money. The disruption started in early May 2026 and dragged into June, and for agents who earn their living on small commissions, every stuck transaction was a day’s income gone.

The trouble began when Baxi’s transfer service started failing across the country. Agents would process a transaction on the app and watch it register as successful, yet the funds never landed in the recipient’s bank account. Some agents told reporters they were stranded at police stations because customers accused them of stealing money the system itself had swallowed.

In a report, a woman said her children were sent home from school because she could not transfer their fees. Another agent described being blamed by friends she had convinced to switch to Baxi, watching a referral turn into a source of shame within days.

Baxi has acknowledged disruptions multiple times

Baxi has responded with several public statements acknowledging the frustration and pressure the disruption had placed on agents and their customers.

The company said its technical team was working with banking partners to restore the service and admitted it could not give a firm timeline, since it preferred not to promise a date it might miss.

In the meantime, Baxi pointed agents toward the services still working, such as bill payments, airtime, and cash transactions, urging them to keep earning where they could.

What makes the Baxi outage worth paying attention to is not that it happened, since glitches are part of operating at scale in Nigeria’s payment system. It is how long the resolution has taken and how exposed it has left the agents who carry the platform’s reputation on the ground.

Baxi runs through Onafriq, the company formerly known as MFS Africa, and traces back to Capricorn Digital before that. It is licensed by the CBN and counts more than 460,000 agents nationwide, which means a transfer failure of this length does not stay contained to a few unlucky users. It becomes a story about whether the infrastructure underneath Nigeria’s fintech growth can hold the weight that growth has put on it.

Agents who depend on daily commissions cannot afford a multi-week outage, and many have begun sending customers to Moniepoint and OPay while they wait for Baxi to stabilise.

That kind of switching cost is hard to win back even after a fix lands, because trust in this business is built one smooth transaction at a time and lost the moment a customer feels cheated by a system the agent cannot explain.

At this time, services have not appeared to be settling, and complaints about delayed reversals and slow support responses continue to surface in agent forums.

Baxi’s experience joins a pattern Nigeria has seen before with NIBSS and other switching infrastructure, where rapid transaction growth outpaces the redundancy needed to support it.