Personal Banking FAQs

• A single-use online card is a one-time card that will expire within 24 hours or upon making your first transaction on any local website (with local currency).
• The multi-use online card can be used for up to 3 transactions a month. The multi-use online card will expire immediately after the month ends or immediately after the 3 transactions are executed.

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 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

There are two types of Smart Wallet app lock based on the reason of locking:

1- If you entered wrong info (OTP and/or security questions answers) while resetting the PIN, your app will get locked for a certain time only, you can wait for 6 hours and then try again. In case you cannot wait or cannot remember your security questions’ answers or have not set the questions yet, please contact our call center on 19716.

2- If you entered a wrong PIN that does not match the PIN selection criteria for 3 consecutive times, your wallet will get locked indefinitely. In that case, if you already set your security questions, you can unlock it either by clicking on “Forgot your PIN?” from the login page and proceeding with the steps within the app or contact our call center on 19716 if you cannot remember your security questions’ answers or did not set the questions yet, please contact our call center on 19716.

Please make sure to consider the following criteria when choosing a PIN.:

1- PIN must consist of 6 digits

2- PIN should not include more than two repetitive digits (111)

3- PIN should not include three consequential digits (123)

You can issue an online card through your Smart Wallet. An online card (local currency) is a single-use or multi-use (upon your request), virtual card loaded with the desired amount of money to be used on any website or app.

Through the Smart Wallet app:

• Select “Online Card.”
• Select “Generate New Card.”
• Enter the desired amount (in local currency) to assign to your card.
• Enter your PIN.

To update your CIB Smart Wallet app, follow these steps:

1. Open CIB Smart Wallet app from the operating store related to your device (App Store or Google Play or Huawei AppGallery).
2. Tap on “Update”

You can also review the date of the latest release on the store, as some devices automatically update the app.