Personal Banking FAQs

The update will bring three new features/enhancements which are:

1. Resetting the PIN via Smart Wallet App in case you forgot it or your wallet gets locked without the need to contact the call center.
2. Displaying the receiver’s name before the execution of a money transfer transaction and on the transaction’s history to increase the level of security for our customers.
3. Online Card disclaimers to provide customers with essential information about the types of Online Cards and the fees applied.

Enter your PIN upon opening the application to use your wallet.

The PIN ensures the safety and security of your data. The PIN you create should not contain sequential digits or repeated characters (the maximum repetition allowed is two times).

If you enter an incorrect PIN three consecutive times, your wallet will be locked and you will be required to contact the call center to reset it.

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

• Click on the side menu icon on the homepage.
• Select “Settings”.
• Select “Change PIN.”
• Insert the old (current) wallet PIN.
• Then insert the new wallet PIN twice.
• Your wallet PIN will then be changed.

The first time you download the application, you can watch tutorials on the different services provided by the Smart Wallet. To learn more, log into your wallet, click on the side menu icon, then select “Service Information”.

You will find a description of each service, its fees, and a URL link to its educational video.

You can also visit the CIB website (www.cibeg.com) for more information.

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.

Authorized Banking Agent:

• You can go to any authorized banking agent to withdraw money from your Smart Wallet.
• Head to the nearest CIB Smart Wallet banking agent outlet
• On the Smart Wallet app, tap “Withdraw”
• Click on “Agent Withdrawal”
• Enter the withdrawal amount to generate an OTP
• Enter the PIN to confirm the transaction
• OTP will be generated.
• Give the OTP to the agent to complete the withdrawal transaction
• The agent will confirm the withdrawal request and the POS will print two receipts
• You will then receive your cash and a copy of your receipt

Through an ATM:

• On the Smart Wallet app, tap “Withdraw”
• Click on “ATM Withdrawal”
• Enter the withdrawal amount to generate an OTP
• Enter the PIN to confirm the transaction
• OTP will be generated
• Enter the OTP on the ATM screen to complete the withdrawal transaction
• At the ATM, Select “Cardless Services”
• Select “Smart Wallet”
• Select “Cash Withdrawal”
• Enter your mobile number
• Enter the OTP extracted from your Smart Wallet app
• Enter the amount to be withdrawn
• Your transaction will then be completed and you will receive your cash

The Smart Wallet is free of charge. There are no monthly, annual, or maintenance fees for this service.

However, please keep in mind that there are separate fees for each transaction you make. For example, if you use your Smart Wallet to transfer money, and more, additional fees may apply.

You can also find the list of service fees on the Smart Wallet application when you click on “Services Information” from the menu.

Please see the price list below or visit the CIB website for more information.

Smart Wallet Price List:

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

On the homepage, you will find your payment activity in a chart. Select “View Transactions” to check your entire transaction history.

To filter or sort your transactions, select “Filter and Sorting”. You can filter by date, transaction type, or status of the transaction (all, successful, or failed).

• From the transaction history page, you will find an “Export” button on the bottom right side of the page.
• Enter a valid email and your PIN to export the transaction history, either to print it or use it for future reference.

• When performing any transaction, you can select the star symbol next to “Add to Favorites” on the top right corner of the screen.
•  Click on the star to highlight it.
• Complete the transaction successfully, so that it can be added to your “Favorites.”

To perform a financial transaction:

•  Select the transaction you would like to perform from your “Favorites.”
• Press and hold the payment button to proceed, then enter your PIN number to complete the transaction.