ABOUT CIB
Frequently asked questions
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Common Queries
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.
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.
No, there are no charges for signing up
The platform is available for all account holders of CIB Kenya Limited – individual accounts, joint accounts, and corporate accounts.
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.
The platform is multichannel and can be accessed through:
- Web link https://onlinebanking.cibke.com/
- Android mobile app (Maypay)
- iOS mobile app (Maypay)
Yes, multiple users can be linked to similar account/ accounts. This linkage is done upon the customer’s request through your nearest bank branch.
Everything Else
- 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
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
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
| 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 |
- 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.
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.
- 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
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.
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.
Reach us 24/7/365 through contactus@cibke.com or call +254 703 053 100 for further assistance.
