Personal Banking FAQs

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 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.

• Maximum daily transaction limit: EGP 60,000
• Maximum monthly transaction limit: EGP 200,000
• Maximum wallet balance: EGP 400,000
• The maximum weekly transaction deposit limit from your linked credit card is EGP 10,000
• The maximum monthly transaction deposit limit from your linked credit card is EGP 40,000
• The maximum daily/monthly transaction limits from your debit cards are shown below:

  	Classic (Visa/MasterCard), Loan Debit, and Youth cards	Titanium	Platinum Wealth, Platinum Private, VISA Platinum Business
  Maximum Daily Purchase and E-Commerce Limit	EGP 30,000	EGP 30,000	EGP 30,000
  Maximum Monthly E-Commerce Limit	EGP 50,000	EGP 100,000	EGP 100,00

The maximum allowed wallet balance is EGP 400,000.

• The maximum weekly transaction deposit limit from your linked credit card is EGP 10,000
• The maximum monthly transaction deposit limit from your linked credit card is EGP 40,000
• The maximum daily/monthly transaction limits from your debit cards are shown below: The maximum daily/monthly transaction limits from your debit cards are shown below:

  	Classic (Visa/MasterCard), Loan Debit, Youth, and Prime ME cards	Titanium	Platinum Wealth, Platinum Private, VISA Platinum Business
  Maximum Daily Purchase and E-Commerce Limit	EGP 30,000	EGP 30,000	EGP 30,000
  Maximum Monthly E-Commerce Limit	EGP 50,000	EGP 100,000	EGP 100,00

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

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.

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.

The transaction will be rejected.