We pride in a robust and innovative mobile banking platform which has revolutionized banking for our customers. Pay your utilities, get loans, buy airtime, send and receive money, and access other banking services conveniently, all at the palm of your hand.
Carry out multiple transactions off the palm of your hand, from airtime purchase to bill payments and money transfers.
Verify transactions such as bill payment or account details prior to authorizing the payments.
Access quick and short-term loans without security.
Access banking services round the clock through mobile banking.
You receive real-time notifications when money comes in or out of your account.
Earn Simba Points when you transact. Redeem for cash, airtime & much more.
*A bank representative may call you at any time to obtain further information in line with our KYC process. At no point shall you be asked for your PIN or passwords. Remember, PIN yako siri yako.
iOS enabled mobile devices
The old app will be switched off on 15th October 2026. To continue accessing mobile banking services, please download and set up the new KCB Mobile Banking App before this date.
We are moving to a completely new banking platform that enables us to serve you better and introduce features that the old system could not support. The old app cannot run on the new platform, so it is being retired rather than updated.
No. After 15th October 2026, the old app will no longer work. You can still access mobile banking services through *522#, KCB iBank or at any KCB branch.
The new app has a red banner on its icon with the word “New” on it. If you do not see this banner, you are using the old app.
Search for the KCB App on the Google Play Store, Apple Store or Huawei App Gallery.
Download and install it, then log in or create your profile as prompted.
No. Your money and account details will remain unchanged. The new app simply provides
another way to access your existing accounts. Your savings, including Goal Savings, remain safe and in your name.
If anything looks different, contact us and we will guide you through your account details.
You can also access your accounts through *522#, KCB iBank or at any KCB branch.
Nothing changes. Your money remains in your account, and you can continue banking
through *522#, KCB iBank or at any KCB branch.
No. *522# is not affected by the switch-off and will continue working as it does today. However, you will notice additional and improved features.
No. The switch-off applies to KCB Kenya customers only. If you bank with one of our
subsidiaries, such as KCB Tanzania, your app is not affected.
If you are a KCB Kenya customer living or travelling abroad, please refer to the section for our diaspora customers.
Download and launch the app. If you were using the old app, you can sign in using your registered mobile number. If you are new to KCB Mobile Banking, follow the prompts to create your profile.
Use the PIN you used on the old app. You will then be prompted to set and confirm a new PIN, which you will use on the new app.
The new app supports phones running Android 8.0 or later, or iOS 12.0 or later. If your
phone runs an older version, the app will not be available for download from the app stores.
To check your phone's operating system version, go to Settings > About Phone on Android,
or Settings > General > About on an iPhone.
Your options:
• Download the app on a newer phone that meets the requirements.
• Continue banking on your current phone by dialling *522#. Please use *522# and not
*844#.
Rooting removes some of your phone's built-in security protections, which could put your money at risk. For this reason, the app does not run on rooted phones.
Your options
• Unroot your phone. If you are unsure how to do this, contact your phone manufacturer or visit a service centre for assistance.
• Restore the phone to factory settings. Back up your photos and contacts first, as this process will erase data stored on your phone.
• Use a different phone that has not been rooted.
There may be an issue with your profile. Kindly contact us for assistance.
Follow the prompts to create your mobile banking profile. If you were registered on the old App, please contact us for assistance
Your profile may not have been activated on the new platform. Dial *522# and try a simple transaction, such as checking your balance, as this may complete the activation process.
If the issue persists, visit your nearest KCB branch.
This may happen if you have an older-generation ID, your ID card is defaced or damaged, or the selfie does not match the image on your ID card.
If the verification fails, there is no need to keep trying. Visit your nearest KCB branch with your original ID to complete your mobile banking registration.
Your mobile number may have previously belonged to someone else. If the previous owner had a mobile banking profile, the number may still be linked to that profile, preventing you from signing up.
To resolve this, please visit your nearest KCB branch with your original ID and your latest six months' M-PESA statement. The statement will be used to verify ownership of the mobile number before your mobile banking profile can be set up.
This is an additional security check designed to verify that the app is running on your registered line and handset, helping to keep your account secure.
Most customers can self-onboard on the new mobile banking app. A branch visit is only
required where your banking details need to be verified or updated, for example, if your PIN is blocked, you have changed your phone, or your records need to be amended. In such cases, you will need to visit a branch in person for verification to help keep your account secure.
You can continue banking through *522#, which works on any phone and gives you access to your accounts. You can also contact us on 0711 087000 or 0732 187000, or reach us on WhatsApp at 0711 087087.
Your mobile banking profile needs to be reactivated, which must be done at a branch. Visit any KCB branch with your original ID for reactivation.
Please visit your nearest KCB branch with your ID to have your PIN reset.
Visit your nearest KCB branch with your ID so we can check your profile and resolve the issue.
To keep your account secure, any change of phone must be verified. The app will guide you through the following steps:
• Confirm your mobile number.
• Enter the OTP sent to you via SMS.
• Enter your login PIN.
If you are still unable to log in to the app on your new phone, please contact us on 0711087000 or 0732 187000, or via WhatsApp on 0711 087087.
Your phone may have been blocked from accessing the app. Visit your nearest KCB branch with your ID so we can check your profile and resolve the issue
Visit your nearest KCB branch with your original ID document to have your profile
unblocked.
This may happen if your profile was created using a different ID document number. Please contact us via 0711 087000 or 0732 187000 or via WhatsApp on 0711087087 so we can verify your details.
Yes. The app works only on one registered phone number. Please visit the nearest branch for your profile to be set up on the preferred phone number.
You can still access mobile banking for a joint account as long as the phone number you are using matches the primary number registered on the account. Kindly visit the
nearest branch for assistance.
During your first login, the app needs to verify that the phone number active on your handset matches the number linked to your profile. To complete the verification:
• Turn off Wi-Fi and switch on mobile data using your registered SIM.
• If your phone has two SIM cards, ensure mobile data is enabled on the SIM registered with KCB.
• Open the app and try again.
If the error persists, contact us or visit your nearest KCB branch for assistance.
Customers using Airtel or Telecom lines may need to have their numbers manually
whitelisted before logging in.
Please visit your nearest KCB branch for whitelisting. Once you receive confirmation, log in immediately, as the whitelist remains active for only 30 minutes
We have resolved the issue that was delaying OTPs. If your OTP is still delayed, check that you have a good network signal and that mobile data is enabled on your registered SIM.
Please contact us if the problem persists.
Some of your details may need to be verified or updated in our records. Visit your nearest KCB branch with your original ID to have any incorrect information amended.
All accounts, including goal savings and fixed savings, now display consistent balances across all platforms. If your balances still appear incorrect, contact us for assistance.
To view and transact on your accounts, at least one account must be linked to your profile.
For security reasons, the first account must be linked at a branch. If you do not have any linked accounts, please visit your nearest KCB branch.
To link your card to the mobile banking app, your name, ID number and ID document type must match the details on your profile. If the details do not match, please contact us or visit your nearest KCB branch for assistance.
Simba Points are not yet available on the new app, but the feature is coming soon. You have not lost any points, and you will continue earning them on your transactions as usual. Once the feature is added, you will be able to view and redeem your points.
Yes, if you have a KCB Mastercard. To set it up:
• Switch on NFC in your phone settings.
• Open the KCB App and add (tokenise) your Mastercard.
• Tap your phone to pay or withdraw cash for transactions below KES 3,500.
Not yet. Cardless ATM withdrawals are not currently available on the new app.
Yes. You can view and download your statements through the app. On the home page, scroll down to the Manage My Money section, select Manage Statements and follow the prompts.
You can download and view your statement on your phone or send it to your registered email address.
Yes. You can view and download your statements through the app. On the home page, scroll down to the Manage My Money section, select Manage Statements and follow the prompts.
You can download and view your statement on your phone or send it to your registered email address.
Yes. You can view your mini statement, which shows your most recent transactions, under the account menu. You can also access your full account statement under the Manage My Money section.
Screenshots are disabled in the app to protect your information. If you need a copy of your balance, or account activity, you can download your statement from the app.
Buy Float is available to KCB agents and float purchase customers under the Transact menu, in the Payments section. If the option is missing, contact us or visit your nearest KCB branch so we can activate it for you.
You can pay into any Till number through the new app. Pochi la Biashara is not yet available but is planned for a future update.
No. You will pay the same charges as on the old app for the same transactions.
Yes. You can order a virtual card or a multicurrency card through the app. You can also add your existing cards to the app and use them for online payments.
Yes. You can open a Cub or Leo account directly through the new app. On the home page, go to More services from KCB, select the Family management icon and follow the prompts to open a Cub or Leo account.
You can check your loan limit through the Loans Mini App on the home page.
The Loans Mini App on the home page.
Salary Advance limits are assigned automatically to customers who meet the eligibility requirements. You will receive an SMS notification once you have been pre-scored and a limit has been assigned. If you have already received the SMS but cannot access the loan, please visit your nearest KCB branch for assistance.
Please visit your nearest KCB branch so we can review your request.
Your MMF statement is sent to you at the end of every month. You can also link the existing MMF account to the app to view a summary of your investment and request your MMF statement. Alternatively, you can email us at [email protected].
Try the following:
• Update your phone's operating system to the latest available version.
• Update the KCB App to the latest version from your app store.
• Ensure you have a stable internet connection.
Contact us or visit your nearest branch as soon as possible, with the transaction details at hand. Reporting the issue promptly will help us trace the transaction.
Sending the same amount to the same number several times in a row is a pattern commonly associated with fraud.
To protect you, our system may temporarily restrict further transactions. If you made the transactions yourself, contact us for assistance.
Yes. You can download the app from anywhere. To activate and use it, you need access to your registered Kenyan mobile number, with international roaming enabled.
• Ensure your registered number can receive SMS messages while you are abroad.
• Ensure international roaming is enabled with your mobile service provider.
• Keep the SIM card registered to your KCB account active during activation.
• Your activation OTP will be sent via SMS to your registered number.
• If you are not receiving SMS messages, contact your mobile service provider first to check or activate roaming.
• Roaming must be enabled before you leave Kenya.
• Corporate Post-pay customers cannot activate roaming through USSD. Contact your Relationship Manager or email [email protected].
• Once abroad, roaming cannot be activated through USSD. If you did not activate it
before travelling, contact your Relationship Manager or email [email protected] for assistance.
• Roaming is already enabled, so no additional activation is required. Ensure you have sufficient airtime on your SIM card.
If you are travelling soon, activate roaming before leaving Kenya, especially if you are a Corporate Post-pay customer.
Check that international roaming is enabled and your registered SIM is active, as explained above. If the issue persists, contact us for assistance with the activation process for customers living abroad. In the meantime, you can continue banking through KCB iBank.
Phone
+254 711 087 000 / +254 732 187 000 / +254 202 287 001
WhatsApp
+254 711 087 087
Card support
+254 711 087 222
Email
[email protected]
When we call you, it will be from +254 711 070 000. KCB will never ask you for your PIN or OTP.
BEFORE YOU VISIT A BRANCH
For most of the issues above, the branch will need to confirm who you are. Please carry your original national ID or passport. If your visit is about a recycled phone number, also bring your latest 6 months M-PESA statement.
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