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You can track the delivery either on the courier website using the tracking number provided by the courier via SMS or by contacting the bank’s call center.

It is a money transfer request sent to an IPN user through their IPA or mobile number.

The request can be accepted or declined by the user.

Yes, through the cash deposit machines with a maximum deposit limit per day of EGP 20,000.
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.
Please contact the Smart Wallet Customer Care line at 19716 and give them the online card number and transaction details. Our agents will take the necessary measures to resolve the problem.
IPN PIN is a 6-digit number that is set by the customer per account upon successfully adding new accounts. IPN PIN is used for authenticating all transactions performed on the IPN network.
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.
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.
Yes.
  1. Go to https://ebanking.cibeg.com
  2. Click on “Register New User ” below the Sign-In area
  3. Fill in the following fields:
    • Username
    • Password
    • Password Confirmation
    • Card Number
    • Card PIN
  4. Check the “I accept the terms” box after carefully reviewing it
  5. Click on “Register New User”.
  1. Go to https://ebanking.cibeg.com
  2. Click on “Register New User ” below the Sign-In area
  3. Fill in the following fields:
    • Username
    • Password
    • Password Confirmation
    • Card Number
    • Card PIN
  4. Check the “I accept the terms” box after carefully reviewing it
  5. Click on “Register New User”.
For any new card, you’ll need to follow the steps for activation before setting the PIN code on the ATM.

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.

Issue up to 4 supplementary debit cards for first degree relatives only.

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)

If you cannot see one of your products when you log into your accounts, please send an e-mail to cib.customercareunit@cibeg.com with your product name and your username.
If you cannot see one of your products when you log into your accounts, please send an e-mail to cib.customercareunit@cibeg.com with your product name and your username.

Yes, please send a copy of your passport along with your FFN from your registered email to customeraff@egyptair.com.

You can contact the call center or visit our nearest branch.
We care Our dedicated team is committed to meeting your needs

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Chat with 'Zaki' our digital assistant to guide you through our products and services, or reach out on social media.

On the phone

For support, including emergencies such as cards closure or immediate critical feedback.

In branch

Our trained team of tellers and relationship managers are here to help you get the service you need. 

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