About the  System Update 

What exactly is this " system update"?  

This is a comprehensive upgrade to XENO's foundational technology infrastructure. Think of it as enhancing the engine that powers all your financial services with us. It's designed to make everything run smoother and more securely. 

Why is this update necessary for XENO?  

We're doing this to significantly boost XENO's performance, introduce new capabilities, and enhance the overall security and reliability of your services. It's a vital step to ensure we continue to meet your evolving financial needs and provide the best possible experience. 

What benefits will I see from this update?  

Once the update is complete, you should notice enhanced speed, greater stability, and improved responsiveness across all XENO services. This lays the groundwork for even more innovative features and a smoother user experience in the future. 

How long will the update take?  

The update is scheduled from Friday, July 11th, at 10:00 PM EAT to Sunday, July 13th, at 12:00 AM EAT. We've planned this weekend window to minimize disruption during normal business hours. 

Why can't XENO services operate during the update period?  

This is a fundamental update that requires us to temporarily take our systems offline to ensure data integrity and a seamless transition.  

Impact on Your Account and Services 

What XENO services will be unavailable during the update?  

During the update window (Friday, July 11th, 10:00 PM EAT to Sunday, July 13th, 12:00 AM EAT), all XENO services, including withdrawals, deposits, access to our mobile app, web or USSD platforms, will be temporarily unavailable. 

Will I be able to log in to my account at all?  

No, during the specified update period, you will not be able to log in to your XENO account through any of our channels. 

Will I be able to view my balance or past transactions?  

No, access to your balance, transaction history, and other account details will be unavailable during the update window. 

What if I have an urgent transaction that needs to be completed during the downtime?  

We strongly advise you to complete any urgent transactions before Friday, July 11th, at 10:00 PM EAT. Please plan accordingly for your financial needs over the weekend. 

Will my Autosaves be processed?  

Any autosaves previously scheduled to be processed before 10:00 PM EAT on Friday, July 11th, will proceed as planned. Payments scheduled for processing during the update window will be processed immediately upon restoration of services on Sunday, July 13th, at 12:00 AM EAT, or as soon as possible thereafter. 

Will I receive account alerts or notifications during the update period 

Due to the system unavailability, real-time account alerts or notifications may be temporarily paused. Normal notification services will resume once the update is complete and services are fully restored.  

Security and Protection of Your Assets 

Is my money/assets safe during this  system update?  

Please be assured that XENO's  system update focuses on enhancing our operational platform. The security and custody of your assets remain protected by our robust governance structure, where your assets are held by our independent custodian bank, Stanbic bank. This system update does not directly impact the segregated storage of your assets with our custodian banks, ensuring an additional layer of security and integrity for your holdings. 

How does XENO ensure the security and integrity of my financial data 

We've implemented extensive planning, rigorous testing, and robust security protocols specifically for this update. Your data integrity is protected through comprehensive backup procedures and continuous monitoring during the entire process. 

What You Need To Do / Post-Update Information 

What should I do to prepare for the update?  

The most important step is to complete any urgent transactions you may have before Friday, July 11th, at 10:00 PM EAT. We also recommend noting down any critical account information you might need during the downtime. 

What happens if I try to access my account or make a transaction during the unavailable period?  

You will likely receive a message indicating that XENO's services are currently undergoing maintenance and are temporarily unavailable. 

How will I know when services are fully restored?  

We will send out a notification email immediately once all services are fully operational. 

What should I do immediately after services are restored?  

You can log in to your XENO account as usual. We recommend briefly reviewing your account and recent transactions to ensure everything appears as expected. 

Do I need to re-verify any of my account details after the update?  

No, you should not need to re-verify your account details or settings after the update. All your existing credentials and preferences will remain intact. 

What if I notice something unusual in my account after the update 

While we anticipate a seamless transition, if you notice anything unusual, please contact our support team immediately via email at uganda@myxeno.com or call/whatsapp 0392177488 

Support and Staying Informed 

Who can I contact if I have questions or encounter issues during or after the update?  

Our support team will be available to assist you. You can call/whatsapp 0392177488 or email uganda@myxeno.com.