Personal Banking FAQs

Yes, through the following these steps:

1. From the Wallet application on your mobile, select "ATM Cash Out"
2. Enter the amount you wish to withdraw, followed by your Wallet password, in order to receive an OTP.
3. On the ATM, select "Cardless Services"
4. On the ATM, select "Smart Wallet"
5. On the ATM, select "Cash Withdrawal"
6. On the ATM, enter the registered mobile number
7. On the ATM, enter the OTP received from your Smart Wallet application
8. On the ATM, enter the amount to be withdrawn.

The update will bring three new features/enhancements which are:

1. Resetting the PIN via Smart Wallet App in case you forgot it or your wallet gets locked without the need to contact the call center.
2. Displaying the receiver’s name before the execution of a money transfer transaction and on the transaction’s history to increase the level of security for our customers.
3. Online Card disclaimers to provide customers with essential information about the types of Online Cards and the fees applied.

IPN allows customers to send money to any of the following:

• Bank accounts using:
  • Account number
  • Mobile number (for IPN on-boarded customers only)
  • IPA (Instant Payment Address for on-boarded customers only)
• Digital wallets (using mobile number)
• Meeza cards (using 16-digit card number)

You can send money using one of the following beneficiary’s details:

• Instant Payment Address (IPA)
• Mobile number registered with IPN
• Digital wallet using mobile number
• Bank account number or IBAN
• Debit, credit or prepaid card from a member bank using a 16-digit number

If you enter your Online Banking password several times incorrectly, you will be locked out. In this case, please follow the below steps to unlock your user:

1. Call 19666
2. Select 3 (Technical support)
3. Select 1 (Activate username)
4. Enter the active debit/credit card 16 digits number
5. Enter the card’s 4 digits PIN code

Do not forget: Passwords are case sensitive; make sure you are entering your password exactly as it is set up. If your password begins with a lowercase letter, you may need to use your phone’s Shift key to change the default from uppercase. In addition, some phones require extra presses on the shift key to enter numbers instead of letters.

If you enter your Online Banking password several times incorrectly, you will be locked out. In this case, please follow the below steps to unlock your user:

1. Call 19666
2. Select 3 (Technical support)
3. Select 1 (Activate username)
4. Enter the active debit/credit card 16 digits number
5. Enter the card’s 4 digits PIN code

Do not forget: Passwords are case sensitive; make sure you are entering your password exactly as it is set up. If your password begins with a lowercase letter, you may need to use your phone’s Shift key to change the default from uppercase. In addition, some phones require extra presses on the shift key to enter numbers instead of letters.

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.

• Log in to your Online Banking account
• Tap on “Add Icon (+)”, next to the “Loans” section
• Click on “Overdraft”
• Check the features and benefits of Overdraft, then click on “Apply Now”
• Choose type of Overdraft, the amount and the purpose of requesting an Overdraft
• Click on “Confirm”
• Review the Overdraft Summary
• Read the terms and conditions
• Check the box to agree to the terms and conditions
• Click on “Confirm”
• A success screen will appear with a unique reference number for your request

InstaPay is guided by data integrity and purpose limitation principles. The app collects data mainly for two purposes:

1. Building your profile during the registration process, where the collected data is limited to name, date of birth, gender, email and mobile number
2. Processing transactions after collecting the transaction value and the beneficiary’s name

In all cases, no confidential data is collected by InstaPay.

• Log in to your Online Banking account
• Click on “Investment Funds” section or the “Request Center”, then select “Sell Investment Funds” button.
• Select the fund you wish to redeem.
• Enter the number of units you wish to redeem.
• Select the account to credit the amount to.
• Read the terms and conditions.
• Check the box to agree to the terms and conditions.
• Read the order summary.
• Click on "Confirm” to submit your redemption order.
• You will be directed to a confirmation page, where you can download the order receipt by clicking on “Download” button.

• Log in to your Online Banking account
• Click on “Investment Funds” section or the “Request Center”, then select “Sell Investment Funds” 
• Select the fund you wish to redeem
• Enter the number of units you wish to redeem
• Select the account to credit the amount to
• Read the terms and conditions
• Check the box to agree to the terms and conditions
• Read the order summary
• Click on "Confirm” to submit your redemption order
• You will be directed to a confirmation page, where you can download the order receipt by clicking on “Download” 

• Log in to your Online Banking account
• Click on “Credit Cards" under "Cards" section on the home page
• Click on the credit card you want
• Click on the “Quick Cash” option
• Fill the required details: the amount you need as Quick Cash and number of installments (months)
• Click on “Continue”
• Review transaction details
• Read the terms and conditions
• Check the box to agree to the terms and conditions
• Click on “Confirm”
• Request submitted successfully

• Log in to your Online Banking account
• Click on “Transfers" on the home page
• Select “Local" under "Transfer Types"
• Select “To a CIB Credit Card”
• Click on “New Beneficiary” if you don’t have a saved one
• Enter the beneficiary’s card number and his/her date of birth
• Alternatively, choose from an existing added beneficiary if you have one saved
• Choose the account you want to pay from
• Click on “update”
• Enter the amount
• Enter purpose and click on “Continue”
• Review the transaction summary
• Click on “Confirm”
• Enter the OTP from your activated CIB OTP Token app
• Card payment successful

You can activate a debit or credit card through the following:

1. Call the CIB Call Center at 19666
2. Use CIB's Interactive Voice Response
3. Through SMS

- For Debit Cards: please send an SMS to 1491 from registered Egyptian mobile number with 01 followed by first 6 digits & last 4 digits of the debit card number
- For Credit Cards: Please send an SMS to 1491 from registered Egyptian mobile number with 02 followed by last 4 digits of the credit card number

Authorized Banking Agent:

• You can go to any authorized banking agent to withdraw money from your Smart Wallet.
• Head to the nearest CIB Smart Wallet banking agent outlet
• On the Smart Wallet app, tap “Withdraw”
• Click on “Agent Withdrawal”
• Enter the withdrawal amount to generate an OTP
• Enter the PIN to confirm the transaction
• OTP will be generated.
• Give the OTP to the agent to complete the withdrawal transaction
• The agent will confirm the withdrawal request and the POS will print two receipts
• You will then receive your cash and a copy of your receipt

Through an ATM:

• On the Smart Wallet app, tap “Withdraw”
• Click on “ATM Withdrawal”
• Enter the withdrawal amount to generate an OTP
• Enter the PIN to confirm the transaction
• OTP will be generated
• Enter the OTP on the ATM screen to complete the withdrawal transaction
• At the ATM, Select “Cardless Services”
• Select “Smart Wallet”
• Select “Cash Withdrawal”
• Enter your mobile number
• Enter the OTP extracted from your Smart Wallet app
• Enter the amount to be withdrawn
• Your transaction will then be completed and you will receive your cash

To access the Mobile Banking service, use your Internet Banking username and password. If you already have an account. Otherwise, you can simply register through the app by clicking on “Register New User”.

Below are the main requirements for registration:

1. An active debit/credit card on an active savings/current account (an active debit/credit card means it was used at least once through a CIB ATM).
2. Your debit/credit card PIN code, which you normally use at ATMs.

Now and till March 31, 2021, you can register to the Online banking service without the need to sign the e-banking terms and conditions at the branch. To do so, simply follow the above steps noting that you must sign the e-banking terms and conditions at any time within this permitted period to avoid service suspension

To access the Mobile Banking service, use your Internet Banking username and password. If you already have an account. Otherwise, you can simply register through the app by clicking on “Register New User”.

Below are the main requirements for registration:

1. An active debit/credit card on an active savings/current account (an active debit/credit card means it was used at least once through a CIB ATM).
2. Your debit/credit card PIN code, which you normally use at ATMs.

Now and till March 31, 2021, you can register to the Online banking service without the need to sign the e-banking terms and conditions at the branch. To do so, simply follow the above steps noting that you must sign the e-banking terms and conditions at any time within this permitted period to avoid service suspension

The Equal Payment Plan (EPP) is a flexible program that allows you to pay for your transactions in equal monthly payments instead of paying in full. This makes it easier for you to manage your monthly expenses.

CIB provides you with a diverse range of installment plans that suit your needs, such as:

• You can install any credit card transaction: (with a competitive interest rate) by calling 19666 from your registered mobile number or through the Mobile Banking app.
• Credit Card Cash Transfer: You can transfer cash to your account from the credit card balance. This service can be requested through the Internet Banking service or using your mobile phone by calling 19666, or via the Mobile Banking app.
• Installment Plans with Competitive Interest Rates at participating merchants.
• Installment Plans with Zero Interest at participating merchants.
• To know merchants subscribed in Equal Payment Plan Program, please visit the following link: https://cib.eg/k0l.
• Balance Transfer: you can settle credit card balances at other banks using your available credit limit, with a low interest rate and no transfer fee. This service can be requested through your mobile phone by calling 19666.