Frequently Asked Questions

CIB Kenya Limited FAQs.

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Frequently Asked Questions

1. What are the requirements for signing up on internet and mobile banking?

To register for the service, one must have an existing account with the Bank. And follow the following steps:

a) Individual User

Using the link https://onlinebanking.cibke.com/ select ‘Register a new individual user’
Enter the valid account number and registered mobile number
Enter the One Time Password (OTP) sent to the mobile number
Enter your preferred username and set a password as per the password rules and confirm
Select and set the security questions and confirm
Accept the Terms and Conditions
If successful, you will be directed to the login page and an SMS and email confirmation will be sent by the Bank to confirm successful registration

b) Corporate Account Holders

Using the link https://onlinebanking.cibke.com/ select ‘Register New Corporate User’
On the registration page, enter the Account Number, Company’s Registration number, Email address, and Phone number
Click on ‘Send Request’ and you will receive a confirmation message that the request has been submitted to the bank

The request will be processed by the bank and feedback given.

2. What happens if I don’t get the OTP through SMS during the registration process?

Contact the Bank through email contactus@cibke.com or call +254 703053100 for further assistance.

3. What should I do if I forget my password for the platform?

If you forget your password, you may follow the process below:

Using the link https://onlinebanking.cibke.com/, select the ‘Forgot password’ menu
Enter your username and upon successful validation of the username, select the method for the password reset.
Enter the One Time Password (OTP) via the registered mobile number
Enter the corresponding account details
Answer the security questions that were set during registration
Set the new password and confirm

Should any of the above processes fail, reach us at contactus@cibke.com or call +254 703053100 for further assistance.

4. Are there charges for signing up on internet banking?

No, there are no charges for signing up

5. Is the internet banking available for companies?

The platform is available for all account holders of CIB Kenya Limited – individual accounts, joint accounts, and corporate accounts.

6. Can I retrieve my set username in case I forget it?

Yes, you can. To retrieve your username:

Using the link https://onlinebanking.cibke.com/, select the ‘Forgot username’
You will be redirected to the ‘forgot username’ page with a dropdown to select a way to recover it
Enter the required corresponding information
Enter the OTP received on the registration mobile number
Your ‘username’ will be displayed as a pop up and an SMS and email sent with the information.

Should any of the above processes fail, reach us on contactus@cibke.com or call +254 703053100 for further assistance.

7. How can I access the internet banking services?

The platform is multichannel and can be accessed through:

Web link https://onlinebanking.cibke.com/
Android mobile app (Maypay)
iOS mobile app (Maypay)

8. Can I have several users linked to an account?

Yes, multiple users can be linked to similar account/ accounts. This linkage is done upon the customer’s request through your nearest bank branch.

9. What are the types of Transfers and Transactions that I can do on the platform?

Transfers between own accounts
Transfer to other Commercial International Bank accounts
Transfers to other local banks through Pesalink; Real Time Gross Settlement (RTGS) Electronic Funds Transfer (EFT)
International account transfers (TT)
Bulk payments
Kenya Revenue Authority (KRA) obligations
Transfers to mobile money (M-Pesa)
Bills and Utility payments
Airtime Top-up
Eazzypay

10. What are the fees and charges for transactions done on the platform?

The following are the charges and fees related to the internet and mobile banking:

Own account transfer- Nil charges
Inhouse Transfer- Nil charges
RTGS – KES 500
EFT – KES 300
TT- KES 1500
KRA payments – Nil Charges
Pesalink

11. How long does it take to process transactions done on the platform?

The transactions initiated through the internet and mobile banking platform are processed on a near real time basis.

For any delays or transaction queries, please contact us through contactus@cibke.com or call +254 703 053 100

12. What are the transaction limits applicable?

Transaction Type	PER_DAY_LIMIT	PER_TRAN_LIMIT	MIN_TRAN_LIMIT
Funds Transfer – To Other Bank – RTGS	10,000,000.00	1,000,000.00	10
Funds Transfer – To International	500,000.00	100,000.00	10
Funds Transfer – To Other Bank – EFT	999,999.00	500,000.00	50
Bank to M-Pesa Mobile	300,000.00	150,000.00	50
Pesalink Account to Acc	1,000,000.00	200,000.00	10
Pesalink Account to Phone	1,000,000.00	200,000.00	10
Bill Payments	100,000.00	70,000.00	50

NOTE: To request for revised transaction limits, please contact us through contactus@cibke.com or call +254 703 053 100

13. What is the transaction cut off time for an EFT/RTGS?

RTGS cut off time is 2pm (EAT) on a working day. Any transaction done after the cut off will be processed during the next working day.
EFT cut off time for same day processing is 4 pm (EAT) on a working day.
Bulk Payments cut off time is 4 pm (EAT) on a working day.

14. Do I have to register a beneficiary for Funds Transfers and how do I do that?

The platform allows you to perform a funds transfer to a non-Beneficiary (one-time transfer) or to a saved beneficiary.

To add a beneficiary, Log into IB, go Transfers menu, and beneficiary management menu and add, edit or delete the Beneficiary.

15. What do I do if I have registered a beneficiary with incorrect details and have sent the money as well?

Contact the bank immediately through contactus@cibke.com or call +254 703 053 100 to assist with the transaction recovery (reversal) where possible.
Note to also amend the beneficiary details under ‘Beneficiary Management’ menu
For transactions dependent on mobile number as recipient number, you are kindly advised to always the mobile number from your phone contact book to avoid any mistakes

16. Can I view several accounts under one log in?

Yes, for individual account holders, all accounts and cards are automatically mapped to your profile at registration.
For Corporate and joint account holders, account access is granted as per the account operating mandates through the branch.

17. How secure is the platform?

We have put in place the highest security standards such as:

Two Factor Authentication for transactions
High End Encryption and Device Authentication.

Please note that an alert is sent to the user email for any activity done on the platform and should you suspect an unauthorized access, urgently log in and change your password and reach the bank through contactus@cibke.com or call +254 703 053 100 for further assistance.