If you forget your username, follow the below steps:
- Call 19666
- Select 3 (Technical support)
- Select 1 (Retrieve username)
- Enter the active debit/credit card 16 digits number
- Enter the card’s 4 digits PIN code
- Username will be sent via SMS on your registered mobile number
This means that there is suspicious fraud activity on your card and the card is
temporarily stopped. You must contact the call center to confirm the activity to
reopen the card again if it is a genuine transaction done from your end.
Each account has a unique IPN PIN across different apps
You should give permission for sending SMSes by following the below steps:
- Open “Settings”
- Select “Applications”
- Choose “Special Access” from the side menu
- Select “Use Premium SMS Services”
- Select InstaPay’s icon
- Click on “Always Allow”
- Retry sending the SMS
You can send money from any of your linked accounts. You will be asked to select the account you want to send the money from before the transfer.
The fees are non-refundable as per the Smart Wallet's policy. Additionally, all foreign currency transactions using the smart wallet online card have now been stopped. Please note that local currency transactions through the Smart Wallet Online Card are working normally.
Our Overseas Client Advisors have access to assist you in shipping your cards to your registered mailing address outside Egypt. Download the Overseas Virtual Banking application and contact our advisors for more information.
*Bank tariffs apply.
If you encounter an error during activation, please retry again and ensure that your
mobile isn’t restricted from sending messages. If the problem persists, please
follow the instructions for activation through the IVR service.
Please ignore the message. This could happen when a customer tries to make a cardless deposit into your account through an ATM.
To update your CIB Smart Wallet app, follow these steps:
- Open CIB Smart Wallet app from the operating store related to your device (App Store or Google Play or Huawei AppGallery).
- Tap on “Update”
You can also review the date of the latest release on the store, as some devices automatically update the app.
Please contact the bank and provide the customer service agent with the transaction reference number to track your transaction
Please share the transaction details, including the transaction ID, with the bank to check the transaction status and investigate the matter.
Please provide the beneficiary with the transaction details, including the transaction ID, and ask them to also check with their bank and investigate the matter.
A successful transaction cannot be reversed.
The security questions were added to protect your data while using the wallet services. Additionally, in case you forgot your wallet PIN, or your wallet got locked, you can now easily reset your PIN through the app by answering the security questions amongst other validation requirements instead of contacting the customer service center.
A foreign exchange markup fee will still apply because the merchant is located
outside Egypt. Please find more details on the exchange rate charged according
to each card type from the following link: https://cib.eg/4z1.
If your dues are in installments, the minimum amount to pay is the amount of the
monthly installment plus any bank charge added.
Without clear regular income proof, you can apply but you’ll require a collateral
such as a certificate of deposit as a guarantee. Please visit your nearest CIB
branch to inquire about the detailed requirements.
Yes, you can hold multiple cards of different products except if you hold the
cashback card as your first card.
No, the credit shield monthly charge will replace the regular monthly insurance
fees.
You’ll be charged 0.8% of the due amount in your statement. With minimum EGP8
if customer is enrolled in Credit shield or 0.65% with minimum EGP487.5 in case
customer is enrolled in Credit shield plus. You can check more details on the
program and the recurring fees applied here: https://cib.eg/524f10.
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