Personal Banking FAQs

• You will need to withdraw all the money in your wallet.
• Close your wallet
• Register a new wallet using the new number.

You can reset your PIN through the app by following the below steps:

• On the app login screen, click on “Forgot your PIN”
• Enter the mobile number registered on the wallet and your National ID
• Enter the OTP received via SMS
• Answer your previously set security questions
• Upon successful validation, please set a new PIN and enter it twice. PIN should not include repetitive or consecutive numbers or a PIN that have previously been used.

• If it is a personal mobile number, please visit your telecommunication company’s branch with the registered owner of the mobile number and ask them to transfer the ownership of the line to you.

• If it is a business mobile number, ask your company’s delegate to fill out the form on the CIB Smart Wallet website and send it to the telecommunication company. The company will link the mobile number to your National ID. You may then register for CIB Smart Wallet normally.

CIB customers:

You can load your Smart Wallet using either of the following methods:

1. Link your CIB card to your Smart Wallet when you visit any CIB branch

You can link any CIB debit, credit, or prepaid card to your Smart Wallet. CIB customers can register a maximum of two CIB cards per mobile number.

• A CIB staff member will enter your Smart Wallet number and card details and then insert an alias.
• You can then select “My Cards” on the application.
• Select the card that you wish to add money from.
• Enter the desired amount.
• Enter your PIN.
• You will have successfully added money to your Smart Wallet.

Please note that the cost of loading the Wallet via Credit Card is 2% from the amount with a minimum of EGP 5, deducted from the Credit Card.

2. Transfer cash from your Online Banking account to your Smart Wallet:

• Log into your Mobile or Internet Banking account.
• Go to the “Transfers” tab.
• Select “transfer outside CIB”.
• Select “New Beneficiary”.
• Choose beneficiary type “Individual”.
• Then Enter the personal information of the customer that include First Name, Middle Name and Last Name all of them should be in English.
• Enter your mobile wallet number in the field of Account number or IBAN or Mobile number.
• Beneficiary Address (noting that must not be in Arabic or special characters and must not more than 140 characters.
• Choose “Mobile Wallet Payment” from Bank’s name field.
• Then choose “headquarter in all governorates” in Branch name field then press continue.
• Then choose your bank account you wish to transfer from.
• Enter the Amount you want to transfer.
• Then enter the purpose of the transfer noting that the answer should fulfill the following criteria:

1. Only English letters are allowed
2. The answer should be not less than 3 characters.
3. Special characters cannot be used.

• Then choose whether “transfer once” or save and transfer”.

Both CIB and non-CIB customers:

You can load your Smart Wallet using any of the following methods:

ATMs: Any ATM in Egypt that offers cardless services or has the “Meeza” digital logo

• On the Smart Wallet app, tap “Deposit”
• Tap “ATM Deposit”
• Enter the deposit amount to generate the OTP
• Enter the PIN to confirm the transaction
• OTP will be generated
• At the ATM, tap the “Cardless Services” tab on the ATM’s screen to start
• Select “Smart Wallet”
• Select “Deposit”
• Enter your wallet number
• Enter the OTP extracted from the app
• Enter the amount you wish to deposit
• A notification will be sent to confirm that the transaction was successful. You will also be able to check your balance

CIB Smart Wallet Banking Agent

• Visit any CIB Smart Wallet agent.
• Inform the agent that you need to make a cash deposit.
• Provide the agent with your wallet number.
• Give the agent the desired amount of money you wish to add to your wallet.
• The agent will then select the “Smart Wallet” tab.
• The agent will select “Deposit”.
• The agent will enter your wallet number and the amount.
• You will receive a notification on your mobile requesting confirmation.
• Enter your mobile wallet PIN to confirm.
• The POS will print two receipts.
• You will receive a receipt detailing the transaction, and you will be able to check your wallet’s balance.

Yes, if you skipped the step upon the update, you can set your questions through the following steps:

•  From the homepage, on the side menu, click on “Settings”
•  Click on "Security Questions", then select “Set or Change Security Questions”
•  Choose and answer the questions needed
•  Enter your wallet PIN to confirm

• Visit the self-deactivation portal URL.
• Enter your mobile number and National ID number in the assigned fields.
• If both the National ID number and mobile number match the ownership records, an OTP will be sent to your mobile number along with the name of the wallet’s service provider.
• Enter the OTP in the assigned field.
• Your wallet account will be instantly deactivated.

You can skip this step up to 3 times, but you will then be obliged to set your security questions. You can also set them through your profile by following the below steps on the app:

1. Go to “Settings” from the side menu on the homepage
2. Click on “Set or Change Security Questions”
3. Choose 3 different questions and answer them, then two out of the 3 will be used in the validation process while resetting your PIN. Make sure the questions follow the criteria mentioned
4. Enter your PIN

Through the Smart Wallet application:

• Select “Payments.”
• Select your desired service and biller.
• Enter the subscriber/reference number (or you can select the subscriber from your contact list).
• Select the desired amount (if you’re recharging your phone credit) or select “Confirm” (if you’re paying a bill).
• Enter your wallet PIN.
• Your transaction is complete.

Through the Smart Wallet application:

• Select “Send Money.”
• Enter the receiver’s wallet number (or select it from your contact list).
• Enter the desired amount, then press confirm.
• Press and hold the “Send Money” button to confirm, then enter your wallet PIN to complete the transaction.
• Your transaction will then be successfully completed.

First, check if the brand/merchant has a “Meeza Digital” logo.

Merchant-initiated payment:

•  Ask the cashier to make a purchase using their QR code.
• On your Smart Wallet application, select “Purchase” from the homepage menu.
• Select “Scan Merchant QR” and proceed to scan the QR code.
• The payment details will appear on your application (merchant name, transaction amount, etc.).
• Confirm the payment by pressing and holding the “Purchase” button.
• Your transaction will then be completed, and you will be provided with an invoice.

Customer-initiated payment:

• Ask the cashier to pay using your mobile wallet and ask for the 9-digit ID number.
• On your Smart Wallet application, select “Purchase” from the homepage menu.
• Select “Enter Transaction Details Manually.”
• Enter the merchant’s 9-digit number or choose it from your contact list.
• Enter the desired amount, and then enter the order number (optional).
• Press and hold the “Purchase” button to confirm.
• Enter your wallet PIN.
• Your transaction will then be completed. The merchant will receive an SMS with your payment details.

Request-to-Pay feature:

• The merchant will send you a request-to-pay notification on your mobile with the transaction details (merchant details, transaction amount, etc.).
• Review the transaction details.
• Enter your wallet PIN and press “Confirm.”
• Your transaction will then be transferred to the merchant successfully.

CIB and non-CIB customers:

• Visit your nearest CIB branch or Smart Wallet authorized agent like Fawry Plus and Aman.
• Fill out a registration form.
• The agent will process your data and enter it into the system.
• You will then receive an SMS with a download link and an activation code.
• Download the app from either the App Store, Google Play, or Huawei AppGallery.
• Enter your registered mobile number, carefully read the terms and conditions, click on "Accept" and then enter the activation code that was sent to you via SMS.
• Create a six-digit PIN (should not include any repetitive or sequential numbers).

Your Smart Wallet will then be activated and ready to be used.

Egyptian CIB Customers only:

•  SMS channel

•  Send your full National ID number in an SMS to 4435, followed by the last 4 digits of your CIB card and separated by a hashtag. Send the SMS from the mobile number you want to link to the  wallet. Example: 291234567890#1234.
•  Within three working days, you will receive an SMS that contains a download link and an activation code.
•  Download the app from either the App Store, Google Play, or Huawei AppGallery.
•  Enter your registered mobile number, carefully read the terms and conditions, click on "Accept" and then enter the activation code that was sent to you via SMS.
•  Create a six-digit PIN (should not include any repetitive or sequential numbers).
•  Your CIB card will be connected to your Smart Wallet within 7 working days.

You can reset your PIN through the app by following the below steps:

•  Click on “Forgot your PIN” from the login page
•  Enter the mobile number and national ID registered to the wallet
•  You will receive an OTP on the registered mobile linked to the wallet
•  Enter this OTP on the app, then respond to the security questions you set previously
•  Upon successful validation, set your new Smart Wallet PIN

Please note that the validation of the OTP and security questions happens after trying to reset the PIN. In case of any error, you will be redirected to the home screen to enter your mobile number and national ID and to restart the steps.

Use your wallet to perform any financial transaction, including deposit/withdrawal, bill payments, sending money, purchasing via QR code or issuing an Online Card.

*If you did not update your Smart Wallet app, please make sure to follow these steps to update it:

For Android/Huawei users:

1. Delete the existing CIB Smart Wallet app from your phone
2. Re-download the app from Google Play or Huawei AppGallery
3.  Enter your mobile number that is registered to CIB Smart Wallet
4. Enter the activation code you will receive on your phone in an SMS
5. Set a new wallet PIN to log in

For iOS users:

1. Open CIB Smart Wallet from the App Store
2. Tap ‘Update’
3. Enter your mobile number that is registered to CIB Smart Wallet
4. Enter the activation code you will receive on your phone in an SMS
5. Set a new wallet PIN to log in

When making a transfer, you will be able to view all the transaction’s details, and you will be asked to confirm the validity of the information before the transaction is processed. Once you confirm the transaction, CIB will not be able to reverse it.

To return the money to your wallet, you will need to contact the recipient wallet’s owner to return the money. The Bank will not be required to return the funds.

• On your Smart Wallet app, issue an online card with your desired amount (local currency), making sure that the amount is available in your wallet.
• At the checkout page of any local website or app, select the payment option “Cards or MasterCard”.
• Enter the card details (card number, amount, expiry date, and CVC) at the checkout page to proceed with the payment.