Personal Banking FAQs

If the transaction status on InstaPay is “successful,” this means that the amount was successfully credited to the beneficiary’s account. Please provide the beneficiary with the transaction’s reference number to check the issue with their bank.

Whenever a transaction is declined on InstaPay, CIB will automatically reverse the transaction to your bank account immediately. In case the transaction is not reversed, please contact CIB’s customer service at 19666 and provide them with the transaction’s reference number to track it.

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 request to issue up to four supplementary cards for free. A replacement fee is applied normally.

Yes, you can unregister through the application by selecting “My Profile” on the top right-hand corner of the homepage, followed by “Unregister.” Please make sure your wallet’s balance is EGP 0 before unregistering from the service. To withdraw your balance before unregistering, please refer to any of the CIB Smart Wallet cash withdrawal methods. To withdraw cash after unregistering, please refer to any CIB branch.

For ATMs at branches, you can visit the branch the next day to receive your card back after showing your valid ID. For off-site ATMs, in case your card is captured in Cairo & Alex regions. You’ll receive an SMS with the details on the central vault location to receive the card.

You need to confirm your identity by showing your valid ID.

InstaPay guarantees the quality of the service; however, other parties and factors involved in the transaction’s success, such as network connectivity and member banks’ services, may impact quality.