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If you enter the OTP 5 times incorrectly, the transaction will be canceled and the card will be blocked from further online transactions for your card’s security. In such cases, you will have to contact CIB Call Center 19666 and go in person to unlock the card after having your identity verified.

If you can access the Smart Wallet app, you can amend the questions through the following:

1. From the homepage, on the side menu, click on “Settings”

2. Click on "Set or Change Security Questions", and amend the answers of already set question(s)

3. Enter your wallet PIN to confirm

If you forgot the questions and are trying to reset your wallet PIN, please contact the call center on 19716 and an agent will help you reset your credentials.

The app will be temporarily locked for 6 hours, you can try again after or contact the call center on 19716 if you cannot wait or cannot remember the security questions’ answers or have not set them yet.
You will not be able to use the card for online transactions after it expires. You will be asked to issue a new online card.

The transaction will be rejected.

If your phone is lost or stolen, it is unlikely that someone could access your account information unless they also know your online banking username and password. However, for safety precautions, you should contact CIB as soon as possible by calling 19666.
If your phone is lost or stolen, it is unlikely that someone could access your account information unless they also know your online banking username and password. However, for safety precautions, you should contact CIB as soon as possible by calling 19666.
The amount will be credited back to your wallet.
The amount paid will be deducted from your wallet and the remaining amount will stay in your wallet. This applies to both single and multi-use online cards.
Please contact the Smart Wallet Customer Care line at 19716 and give them the merchant’s number and transaction details. Our agents will take the necessary measures to resolve the problem.
The amount you request will not be deducted at the time the card is issued, but only when you make an online transaction, except for the card issuance fees mentioned above (EGP 10 for a single-use online card and EGP 15 for a multi-use online card) .
The OTP will be valid for 15 minutes once it is issued and then it will expire.

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

If your deactivation trial through the portal fails, you will have to visit your nearest CIB branch to submit a normal deactivation request if you are a CIB Smart Wallet customer. If you are not a CIB Smart Wallet customer, you will have to refer to the other wallet provider to complete your un-registration process.

 

A new Frequent Flyer Number will be created at EGYPTAIR automatically and will be embossed on your credit card. You will receive EGYPTAIR Plus card after your first flight.
If you’re not available at the delivery address and there is no one to receive the card at the delivery address, the card will be returned to the bank, and you’ll need to contact the call center for redelivery within three months of the failed delivery.
Contact the Smart Wallet Customer Care line at 19716 to refund the money to your wallet.
To review your transaction status, doublecheck your account activity and balance to confirm that your transaction was carried out successfully. If it was not, please refer to the call center.
To review your transaction status, doublecheck your account activity and balance to confirm that your transaction was carried out successfully. If it was not, please refer to the call center.
• In this case, the transaction would not be executed. Therefore, please make sure that the transaction required balance is available. • It is also advised to check your account regularly in order to ensure that such transactions are executed.
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