Co-op Bank FAQs: Accounts, Loans & App

Co-op Bank App is a mobile banking service which enables you to access a variety of banking, money transfer and payment services. All you need is an ID card and a registered mobile phone number; it doesn’t matter which mobile phone network you are on. You may register for the service by dialing *667# on your mobile phone or download the app from the Play Store or App Store. Follow the menu and receive an SMS confirming registration. For pin registration, you can also reach out to us by calling 0703 027 000, 020 277 6000

You can load the coop pocket money card from anywhere, anytime through Mpesa, at Co-op Kwa Jirani Agent, or at the branch. You can also find more details on how to load the coop pocket money card on the back to school campaign page

Log into Co-op Bank App or through *667#.
Select Send Cash by Code.
Select ATM.
Enter the phone number of the Beneficiary.
Follow the instructions
The beneficiary receives an SMS with the Six Digit Secret Code to use at the ATM.

Log into Co-op Bank app or dialing *667#.
Select WITHDRAW CASH.
Select ATM.
Follow the instructions.
Receive SMS with a 6-digit SECRET CODE. (valid for only 2 hours).
On the ATM screen, click Co-op Bank App WITHDRAWAL.
Enter your Co-op Bank app number, the Amount, and the Secret Code to complete the withdrawal.
Withdrawal at the ATM costs Kes 30 for any amount up to Kes 40,000. You can withdraw up to Kes 40,000 per transaction up to a maximum of Kes 200,000 per day.

You will notify the bank about your job situation and agree on how you intend to pay the loan.

Yes.

No. the service is currently only available through *667#.

Dial *667# and reply with 1.
To accept terms and conditions, reply with 1.
Enter your National ID or passport number (whichever you used to register for Co-op Bank App).
Select your preferred option which is either 1. Reset PIN via Mpesa transaction.
If you select option 1. Reset PIN via Mpesa transaction, an Mpesa pop-up will appear requesting you to confirm a deposit of Kes 1.00 to your Co-op Bank App account by entering your Mpesa PIN. If you enter the wrong Mpesa PIN you will be required to repeat the process.
Once you enter the Mpesa PIN, you will receive an SMS with a 6-digit password. This password expires after 30 minutes, after which you will be required to repeat the process. If you do not receive the password, call our contact center on 0703 0270000.
Redial *667# and enter this 6-digit password.
You will be asked to enter and confirm your preferred new Co-op Bank App PIN.

Your money is safe because your Co-op Bank app PIN protects your Co-op Bank app account. You are advised to block and replace your SIM card with your mobile phone service provider. With the new SIM card in place, and as long as you have maintained the same mobile number, you can continue to use your Co-op Bank app through *667#. To access through the app on your new phone, you will need to visit the nearest branch in order to re-set your new phone. This is a security measure the bank has put in place to protect you from fraud.

Whenever you successfully complete a loan application you will receive a confirmation message that the loan application is successful and the amount has been deposited in your Co-op Bank app account. If you do not receive this message due to a lost signal, check your account and re-apply for the loan if it did not get processed.

Yes. Through the Co-op Bank app which is internet-based.

Yes. If you take a loan, which you opt to pay in 2 or 3 months, you can top up the loan after paying at least one installment. When you take a 1-month loan, you are allowed to access more amount which is within your limit before the loan falls due.

You can register more than one Co-op Bank app account, but you can only take one Co-op Bank app loan at a time.

You can apply for the loan as many times as possible, but you can only qualify for Co-op Bank App loan at a time.

Log into Co-op Bank app by dialing *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Check loan Balance on the App via: Eloans >> check balance

The loan repayments will automatically be deducted from your salary account when they’re due. Loans taken between 1st and 10th fall due on 19th of the same month Loans taken between 11th and 31st fall due on 19th of the following (consecutive) month. You can also initiate payment from;

Your salary account or any other Co-op Bank account that you have linked to your Co-op Bank app.
Your Mpesa number or someone else’s Mpesa number, through paybill 400200. Account number: your salary account.

How to repay your Co-op Bank app loan

Log into Co-op Bank app or by dialing *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow instructions.

Borrowing history.
Overdrawn salary account.
Co-op Bank app loan arrears.
Any other Co-op loan in arrears.

You can visit the nearest Co-op Bank branch, call customer service on 020 2776000 / 0736 690101 / 0703 027000 or email customerservice@co-opbank.co.ke.

You can apply for the loan after receiving at least 1 salary credit.

Your salary can be received in any Co-op Bank account except the pure savings (Hekima) account.

Yes. If you have an existing Co-op Bank app loan, you are allowed to top-up after repaying at least 1 instalment. Yes, you can apply for Co-op Bank App salary loan if you have another loan with Co-op Bank.

You can choose to repay the loan in 1 month, 2 months or 3 months. The total cost of the loan will vary depending on the loan term you choose to repay your loan i.e. in 1 month, 2 months or 3 months.

You will be charged a one-off fee of 8% for a term of 1 month, 10% for a loan term of 2months and 12% for a loan term of 3 months, on the loan amount + 0.034% pm insurance fee (insurance is for all loan types) + excise duty of 20%. The fees are deducted upfront (i.e., before the money is deposited in your Co-op Bank App wallet account). For example, if you request a loan of Kes 10,000:

Fee for 1 month loan	Insurance	Excise duty	Total cost	Amount that is credited to your account
Kes 800(8% of 10,000)	Kes 3.4 (0.034% of 10,000)	20% of 800 is 160	Kes 963.4	Kes 9,036.60

Co-op Bank App Salary Loan is available to those who receive their Salary through a Co-op Bank account. There is no need for your employer to have an MOU (prior agreement) with the bank. Loan features:

You can apply for up to 1.5 (& 2) times your net salary as received in your Co-op Bank account, from a minimum of 1000 up to a maximum of Kes 500,000. To apply for the loan: - Dial *667# download the Co-op Bank App on Google Play store or App Store
The loan amount is deposited in your Co-op Bank app account, less the fee of 8% for 1 month loan, 10% for 2 months loan, and 12% for 3 months’ loan that is deducted upfront. Also deducted upfront is the insurance fee of 0.034% and an excise duty of 20%. You can transfer the money to your co-op bank account or you can withdraw cash at any Co-op Bank ATM or Co-op Kwa Jirani Agent. You can also send the money directly to your Mpesa or someone else’s Mpesa.

If your M-pesa pin is compromised, and to prevent someone else from resetting your pin, urgently call our contact center for your account to be blocked to prevent someone else from resetting your pin.

You will not be able to successfully do a PIN reset unless you have the correct M-Pesa PIN. However, you can still call the Contact Centre via 0703027000 or visit your nearest Co-op Bank Branch for assistance.

The validation process and consequent change of PIN cannot be completed. You will need to have at least Kes. 1/- in your M-Pesa account before beginning the reset process.

You will receive an SMS stating that you entered the wrong PIN and you will therefore be required to try the process again. In circumstances where I am unable to reset through the M-Pesa Transaction, how else will I be assisted? You can still call the Contact Centre via 0703027000 or visit your nearest Co-op Bank Branch for assistance.

Dial *667# to access the main Co-op Bank App menu and explore the available options of utilizing the money.

Log into Co-op Bank app or through *667#.
Select Send Cash by Code.
Select Co-op Kwa Jirani
Enter the phone number and identification number of the Beneficiary.
Follow the instructions
The beneficiary receives an SMS with the Six Digit Secret Code to use at Co-op Kwa Jirani Agent.

Log into Co-op Bank App or by dialing *667#.
Select WITHDRAW CASH.
Select CO-OP KWA JIRANI AGENT.
Follow the instructions. Receive SMS with a SECRET CODE.
Give the SECRET CODE, your MCoopcash number, and original ID/Passport to the agent to complete the withdrawal

Kindly enter the national ID number or Passport number that you used when opening the Co-op Bank app account.

No. There is no limit on the number of times you can reset your Co-op Bank app pin.

Kindly visit your nearest branch to confirm that your ID or Passport number is properly captured.

If you do not receive an OTP, kindly call our contact center on 0703027000. *I am getting the error, ‘’ your account is blocked’’ when I dial 667#. Will I be able to reset my PIN? No. You will be required to first unblock your Co-op Bank app account by calling our contact centre via 0703027000 or visiting the nearest Co-op Bank Branch.

The OTP expires in 30 minutes. If you exceed the 30 minutes before using the OTP, then you will be required to re-do the process.

Yes

Go to Co-op Bank App
Select Forgot Pin
Enter your National ID Number and Phone Number
Enter Date of Birth and Email address
Input the OTP that is sent
Answer the Security Questions and Select the Security Image you set during onboarding
Enter your preferred Pin
Enter the Pin to confirm.

To reset the App/web password using USSD

Dial *667# and log in to Co-op Bank.
Select option 98: More
Select option 12: Self Service
Select Option 4: Online banking
Select Option 3: Reset my password.

You will receive the password via SMS.

Dial *667#. Reply with 1 in case you have forgotten your PIN.
Replying with 1 to Accept Terms and Conditions.
Enter your National ID or Passport Number.
Select your preferred option which is either 1. Calling the Contact Center number 0703 027 000. 2. Reset Via Security Questions
When you select the option of Reset PIN via Security Questions, answer them
Enter your preferred 4-digit PIN.
Confirm your preferred PIN.

There is no charge for using this service. HOW TO RE-SET YOUR CO-OP BANK APP PIN In case you forget your Co-op Bank App PIN or wish to change it, you can re-set it by dialling *667#. All you need is:

Your National ID or Passport Number (the one you used to open your Co-opBank accounts).
The Safaricom number you used to register Co-op Bank App.

KESONIA is an interbank rate publicly published by Central Bank of Kenya (CBK) in their website on a daily basis. The Bank shall use KESONIA rates as the Lending Reference Rate for variable rate Kenya Shilling Denominated loans. The Risk-Based Credit Pricing Model (RBCPM) is a differentiated credit pricing that is determined by the customer risk profile. Borrowers with lower risk rating get better interest rates, while higher risk borrowers would get higher interest rates. Therefore, two borrowers in the same customer segment can have different pricing based on their different risk profile. We encourage all staff to enlighten customers on the need to bank their business sales proceeds and salaries through their accounts with us, and ensure prompt loan repayment, to improve their risk rating and in turn improve their customer pricing.

No, each bank has developed its own risk rating model based on its risk appetite and risk evaluation criteria.

The Customer Premium (K) is a variable component of the overall effective interest rate.

For new-to-bank borrowers, the effective interest rate shall be under the KESONIA model i.e. KESONIA Reference Rate plus a Customer Premium ("K"). This shall be determined by the applicable risk rating for the customer segment.

Yes, a customer with two different credit facilities e.g. asset finance and working capital, can have different rates for each facility. If the facilities are approved at different times, the customer’s risk rating can be different for the two facilities based on changes in their financials, repayment behavior among others.

Customers shall make reference for KESONIA rates from the Central Bank of Kenya (CBK) Website. Also, the Bank will publish the applicable KESONIA rate for the month on its website and applicable media platforms. The Bank shall only issue pricing change notices to customers where the Premium (K) has changed during the regular review of the pricing model.

For Personal Loans – we will retain loan repayment schedule & adjust the tenor accordingly, unless customer requests otherwise. For Business Loans – we will adjust loan repayment and retain the loan tenor, unless customer requests otherwise.

Existing Variable rate Kenya Shilling denominated credit facilities will transition to KESONIA-based rates by 28th February 2026. Further guidelines shall be shared in due course.

Existing facilities under concessions shall retain their effective interest rate, unless where the justification or approval conditions for the concessions have been breached.

Loans under restructure review will also reflect KESONIA plus applicable Customer Premium (K) as at the time of restructure.

Additional tranche disbursements for partially drawn facilities shall continue under existing pricing. They shall transition under existing credit facilities in February 2026. KMRC facilities are considered fixed rate facilities (for performing facilities).

KESONIA stands for Kenya Shilling Overnight Interbank Average, that is computed from the interbank rates and published daily by Central Bank of Kenya. It shall now be used a Lending Reference Rate for all variable-rate Kenya Shillings denominated loans.

The Risk-Based Credit Pricing Model (RBCPM) is a differentiated credit pricing that is determined by the customer risk profile. Borrowers with lower risk rating get better interest rates, while higher risk borrowers would get higher interest rates. Therefore, two borrowers in the same customer segment can have different pricing based on their different risk profile. We encourage customers to bank their business sales proceeds and salaries through their accounts with us, and ensure prompt loan repayment, to improve their risk rating and in turn improve their customer pricing.

KESONIA applies to all new variable-rate loans denominated in Kenyan Shillings starting from 1st December 2025. It will apply for existing loans from 28th February 2026. Fixed rate and all foreign currency loans are exempt.

There are no new additional fees or charges. The total cost of credit (TCC/APR) disclosures are detailed with all Bank charges namely Effective Interest rate and origination fees, as well as external charges.

Existing facilities rates will transition to KESONIA-based rates by 28th February 2026. Customers shall receive their pricing notices in January 2026.

Customers should make reference for KESONIA rates from the Central Bank of Kenya (CBK) Website. Also, the Bank will publish the applicable KESONIA rate for the month on its website and applicable media platforms. The Bank shall issue pricing change notices to customers where the Customer Premium (K) has changed during the regular review of the pricing model.

Kesonia-pricing-notice-3.pdf

Follow the below steps to reset your Co-op Bank app PIN 1. Dial *667# where you are supposed to enter PIN put 1 2. Accept the terms and conditions 3. Enter your National ID No. 4. Select to reset PIN by answering security questions 5. Answer security questions 6. Set a new PIN and confirm In case of any challenges in resetting the PIN, please visit the nearest branch with your National ID

1. Dial *667# and call 2. Enter your Co-op Bank App Pin (4 digits) 3. Select Option 4. Buy Mpesa Float 5. Enter the agent number 6. Enter the store number. 7. Select account to debit 8. Enter amount and confirm.

1. Dial *667# and call 2. Enter your Mcoopcash Pin ( 4digits) 3. Select option 2. Send money 4. Select Option 1. To mobile money 5. Choose the service provider 6. Select the number to send to (either own or others) 7. Select account to debit 8. Enter amount and confirm.

1. Dial *667# and call 2. Enter your Mcoopcash Pin ( 4digits) 3. Select Option 8. Withdraw cash 4. Select where to withdraw from – Agent or ATM 5. Select the beneficiary phone number 6. Select account to debit 7. Enter the amount and confirm

1. Dial *667# and call 2. Enter your Mcoopcash Pin (4 digits) 3. Reply with Option 1. Account enquiry 4. Then select option 1. Balance 5. Select account to query. Your balance will be displayed.

Reach out to us through our Contact Centre on 0703 027 000, 020 277 6000 immediately and our agents will assist in reversing the transaction before the money is withdrawn.

You can access the service by downloading the Co-op Bank App from the App Store or Google Play Store

If for any reason you find that your Co-op Bank app account is blocked, reach out to us through our Contact Centre by calling 0703 027 000, 020 277 6000 to receive assistance on unblocking it.

Follow this link for our branch contacts

One has to confirm with the branch that the ATM card is available, then go to the desired branch and fill in a debit card transfer form. Transferring from one branch to another is free of charge.

The bank does its best to ensure ATM cards are processed quickly. If there is any delay, the branch will alert the customer. However, teller services are still available even when a customer does not have their ATM card.

- A Co-op Kwa Jirani agent near you - From the ATM using your debit card - Through your Co-op Bank app - Mobile access through dialing *667#

We utilize a variety of communication channels to speak to our customers, such as Facebook, Twitter, Co-op Bank website, major newspapers, billboards, SMS, email, branch staff and ATM display screens. We do our best to keep our customers informed of any major changes.

The maximum amount one can withdraw daily is Ksh 40,000 but it depends on the account limit the customer has chosen.

- Money can be transferred from all Co-op Bank accounts (except Hekima) to M-Pesa by first registering on Mobile Banking by dialing *667# and following the process. - Another option is downloading the Co-op Bank App on your phone and following the process.

- Yes, all branches are open on Saturday from 8.30am to noon. - Majority of our branches open at 8:30am and close at 4:00pm on weekdays. However, these branches open at extended hours

Cheques take on average one day to process, that is, 24 hours from the time of deposit.

- Original and copy of ID and referee for individuals - Originals and copies of MoU, Registration Certificates and Director’s Resolution to open an account with the bank - Ksh 5,000 for individuals and Ksh 10,000 for companies

Yes. It is possible for one to get a loan using a title deed, but it depends on the type of loan needed. The requirements of getting a loan depend on the type of loan and can only be communicated at the branch after the customer identifies the type of loan they want.

The duration of getting a Co-op Bank loan usually depends on the type of loan one wants, that is, personal loans, business loans, SME loans and others. The minimum amount of time for loan approval is usually between 48 working hours and 2 weeks depending on the amount and type of loan.

- Minimum requirements include: - Identity card (both original and copy) - PIN Certificate (both original and copy) - Salary pay slips for the last 3 month

- Identity card (both original and copy) - Minimum opening balance of Ksh 5,000 for individuals

To open a current bank account in Kenya at Cooperative bank, you would need to visit a Coop-bank branch near you with the following: -An identity card or passport (both original and copy) - Minimum opening balance where applicable

One should either go to the branch at the self-service area for assistance or call our Contact Centre to have the PIN reset.

- An account is usually activated the same day a customer applies. - Cards are issued instantly unless advised otherwise - In case of any delays, the customer should contact their branch for more information

- Yes, the bank gives salary advances. - A salary advance is similar to a loan. One must present their pay slips, ID card, KRA PIN Certificate and a consent letter from their employer.

There are 3 ways in which you can check your Co-op bank account balance. They are: By visiting a Co-op Kwa Jirani agent near you and asking them to inform you of your bank account balance. By visiting the ATM and using your debit card to check your balance. Balance enquiry through *667#

1. Dial *667# and call

2. Enter your Co-op Bank app Pin (4 digits)

3. Reply with Option 1. Account enquiry

4. Then select option 1. Balance

5. Select account to query. Your balance will be displayed.

Send Money from Account to Mpesa/Airtel Money 1. Dial *667# and call 2. Enter your Mcoopcash Pin ( 4digits) 3. Select option 2. Send money 4. Select Option 1. To mobile money 5. Choose the service provider 6. Select the number to send to (either own or others) 7. Select account to debit 8. Enter amount and confirm.

To activate your dormant account, visit any of our branches and carry your National ID and KRA pin

The swift code for Co-operative Bank is KCOOKENA. The Bank code is 11000

You may use the below steps to transfer funds from your Mpesa to a Co-op account: - Go to Mpesa Menu - Select Lipa na Mpesa - Select Pay Bill - Input the Business number as 400200 - Input the account number: Type (do not copy and paste) the 14 digits of your account number begin with 011***** - Input the amount you are transferring - Input your Mpesa PIN - Confirm and send A successful transaction will be confirmed by SMS from Mpesa and Co-op bank

To engage our diaspora banking team, send an email to diasporabanking@co-opbank.co.ke

Online banking will enable you to access your balance, statements and do fund transfers from the comfort of your home. To self-register, you should have a valid ATM card and a registered email address on your account. You may use this link to register https://retail-onlinebanking.co-opbank.co.ke/. Click on Personal Internet Banking then click on register and follow the prompts. You can also register for the online banking service at any of our branches

To reset your password, click on forgot password To reset your username, click on forgot username

- Click on self-service - Click on unlock user - Enter your identity details - Answer your security questions

- Log into your Co-op Bank App with your M-PIN or Username. - Select the three dots on the top right corner of the account you wish to download a statement. - Select statement. - Enter the statement period you wish then click View. - Select download. - Select allow to save the statement in PDF format in your phone’s document folder.

Co-op Bank App Salary Loan is available to those who receive their Salary through a Co-op Bank account. There is no need for your employer to have an MOU (prior agreement) with the Bank.

Loan features:

You can apply for up to 1.5 (& 2) times your net salary as received in your Co-op Bank account, from a minimum of Kes. 1,000 up to a maximum of Kes 500,000.

Co-op Bank App Business plus Loan is available to those who have been operating a Co-op Bank business account for a minimum of 6 months.

Loan features:

Depending on your turnover and CRB score, you can apply for a minimum of Kes. 100 up to a maximum of Kes. 1,500,000.

The Co-op Bank App Stock Finance Loan is a digital supply chain financing facility that enables customers to access credit through the Co-op Bank App to purchase inventory from approved Anchor partners, including manufacturers, wholesalers, and distributors. Loan limits are assigned based on the customer’s eligibility and are used specifically to finance stock purchases within the approved supply chain ecosystem.

Loan features:

You can apply for a minimum of Kes. 1,000 and up to a maximum of Kes. 500,000, subject to your purchase history with the approved Anchor, account performance and a positive CRB listing.

The Co-op Bank App Co-op Till Biashara Loan is a digital loan facility available to merchants who have operated a Co-op Bank business account linked to a Co-op Till for at least 6 months.

Loan features:

You can apply for a minimum of Kes 1,000 and up to a maximum of Kes 1,500,000, depending on your Co-op Till turnover performance and a positive CRB listing.

This is a digital loan facility advanced to qualifying agents through the Co-op Bank App.

Loan features:

You can apply for a minimum of Kes 10,000 and up to a maximum of Kes 200,000, depending on your account turnover and CRB score.

There is no charge for using this service.

HOW TO RE-SET YOUR CO-OP BANK APP PIN

Dial *667# download the Co-op Bank App on Google Play store or App Store
Register for Co-op Bank App free of charge, with your National ID or valid Passport.
Link your salary account at any Co-op Bank branch
Log into Co-op Bank App and Apply!

Access the mobile loans via *667#, Web, Co-op Bank App on Google Play store or App Store
Register for Co-op Bank App free of charge, with your National ID or valid Passport number
Link your business account at any Co-op Bank branch
Log into Co-op Bank App and Apply!

Dial *667#, access via Web, or download the Co-op Bank App from Google Play store or App Store.
Register for the Co-op Bank App free of charge using your National ID or valid Passport number.
Link your business account at any Co-op Bank branch.
Contact your nearest branch or our Contact Centre to confirm the list of pre-approved Anchors. If the Anchor you purchase from is pre-approved, you can request to complete a Digital Stock Finance Onboarding Form. If your Anchor is not pre-approved, you may still request for a Stock Finance facility, which will be processed through the branch.
Register for a Co-op Till linked to your business account at any Co-op Bank branch.
Log in to Co-op Bank App and Apply!

Dial *667#, access via Web, or download the Co-op Bank App from Google Play store or App Store.
Register for the Co-op Bank App free of charge using your National ID or valid Passport number.
Link your business account at any Co-op Bank branch.
Register for a Co-op Till linked to your business account at any Co-op Bank branch.
Log in to Co-op Bank App and Apply!

Note: If you operate a corporate account, you will be required to visit your nearest Co-op Bank branch to nominate a borrowing agent who will apply on behalf of the company through the available digital channels.

Dial *667#, access via Web, or download the Co-op Bank App from Google Play store or App Store.
Register for the Co-op Bank App free of charge using your National ID or valid Passport number.
Link your business account at any Co-op Bank branch.
Log in to Co-op Bank App and Apply!

Note: If you operate a corporate account, you will be required to visit your nearest Co-op Bank branch to nominate a borrowing agent who will apply on behalf of the company through the available digital channels.

Dial *667# and reply with 1.
To accept terms and conditions, reply with 1.
Enter your National ID or passport number (whichever you used to register for Co-op Bank App).
Select your preferred option which is either 1. Reset PIN via Mpesa transaction.
If you select option 1. Reset PIN via Mpesa transaction, an Mpesa pop-up will appear requesting you to confirm a deposit of Kes 1.00 to your Co-op Bank app account by entering your Mpesa PIN. If you enter the wrong Mpesa PIN you will be required to repeat the process.
Once you enter the Mpesa PIN, you will receive an SMS with a 6-digit password. This password expires after 30 minutes, after which you will be required to repeat the process. If you do not receive the password, call our contact center on 0703 0270000.
Redial *667# and enter this 6-digit password.
You will be asked to enter and confirm your preferred new Co-op Bank App PIN.

In case you forget your Co-op Bank App PIN or wish to change it, you can re-set it by dialing *667#. All you need is:

Your National ID or Passport Number (the one you used to open your Co-op Bank accounts).
The Safaricom number you used to register for Co-op Bank App.

You can apply for the loan after receiving at least 1 salary credit.

Customer with an active business account – last 6 months
Good borrowing and repayment history (where applicable)
First-time borrowers with good account activity (consistent turnover) are also eligible.

Instant, affordable access to working capital to support your stock purchases and business expansion.
No security requirement, your loan limit is determined by your actual business performance and purchase history with the pre-approved Anchor.
Flexible repayment options that allow you to select a loan period that aligns with your business cashflow.
Convenient stock payments, enabling you to pay your suppliers on time, avoid stock-outs, and maintain steady business operations while repaying the loan from your sales.

Instant, affordable access to working capital for your business.
No security requirement, your loan limit is determined by your actual Co-op Till transaction volumes.
Flexible repayment options enable you to select a loan period that aligns with your business cashflow.

Flexible and affordable repayments from up to 7days.
Loan limits up to Kes 200,000.

Dial *667#. Reply with 1 in case you have forgotten your PIN.
Replying with 1 to Accept Terms and Conditions.
Enter your National ID or Passport Number.
Select your preferred option which is either 1. Calling the Contact Center number 0703 027 000. 2. Reset Via Security Questions
When you select the option of Reset PIN via Security Questions, answer them
Enter your preferred 4-digit PIN.
Confirm your preferred PIN.

Your salary can be received in any Co-op Bank account except the pure savings (Hekima) account.

You will be charged a one-off appraisal fee of 3% of the loan amount applied, which attracts 20% excise duty. Interest is applied based on the loan period as follows: 1% of the loan amount for a tenure of 1 day, 2% for 7 days, 3% for 14 days, and 4% per month for tenures of 1 to 6 months. An insurance fee of 0.034% per month is also charged, prorated at 0.00113% per day for loans below 1 month. All charges are deducted upfront from the loan amount before the funds are deposited to your Co-op Bank App account.

For example, if you request a loan of Kes 10,000 in 7days.

Appraisal Fee	Interest	Insurance	Excise duty	Total cost	Amount that is Credited to your account
Kes 300 (3% of 10,000)	Kes 200 (2% of 10,000)	Kes 0.793 (0.01133% of 10,000) by 7 Days	Kes 60 (20%*300)	Kes 560.793 (200+300+0.793+60)	Kes 9,439.207 (10,000 – 560.793)

The loan is payable in one instalment within 7days from date of disbursement.

For example, if you request a loan of Kes 10,000 in 6 months:

Appraisal Fee	Interest	Insurance	Excise duty	Total cost	Amount that is Credited to your account
Kes 300 (3% of 10,000)	Kes 2400 per month (4% of 10,000) by 6 months	Kes 20.4 (0.034% of 10,000) by 6 months	Kes 60 (20%*300)	Kes 2780.40 (2,400+300+20.4+60)	Kes 7,219.60 (10,000 – 2,780.40)

The loan is payable in monthly installments for a maximum period of 6 months.

You will be charged a one-off commission depending on the tenure selected, being 0.5% for 7 days and 1% for 14 days. A prorated insurance fee of 0.0034% per month is charged on the loan amount, and excise duty of 20% is applied to the commission amount.

For example, if you request a loan of Kes 10,000 for 7 days:

Commission for a 7-day loan	Excise Duty	Insurance for 7 days	Total Cost	Loan Amount	Amount Credited to the Anchor’s account
Kes 50 (0.5% of 10,000)	Kes 10 (20% of Kes 50)	Kes 0.80 ((0.034%/30*7 of 10,000+50+10)	Kes 60.80	Kes 10,060.80	10,000

You will be charged a one-off Access Fee depending on the tenure selected, being 1.5% for 7 days, 3% for 14 days, and 5% for 30 days. An insurance fee of 0.0034% per month is charged on the loan amount, and excise duty of 20% is applied to the Access Fee. In addition, daily interest accrues at 0.15% for 7 days, 0.12% for 14 days, and 0.10% for 30 days. Interest is calculated daily, added to your loan balance, and recovered in full on the due date.

For example, if you request a loan of Kes 10,000 for 7 days:

Access Fee for a 7-day loan	Insurance	Excise Duty	Interest for 7 days	Total Cost	Amount Credited to your Account
Kes 150 (1.5% of 10,000)	Kes 3.4 (0.034% of 10,000)	Kes 30 (20% of Kes 150)	Kes 105.51 (0.15% * 10,000) compounded for 7 days	Kes 288.91	9,711.09

You will be charged a one-off appraisal fee of 0.25% of the loan amount applied, which attracts excise duty of 20%. A weekly interest rate of 0.39% of the loan amount and an insurance fee of 0.03% of the loan amount will also apply. All charges will be deducted upfront from the loan amount, and the balance will be deposited into your Co-op Bank Float account.

For example, if you request a loan of Kes 10,000 for 7 days:

Appraisal Fee	Interest	Insurance	Excise Duty	Total Cost	Amount Credited to your Account
Kes 25 (0.25% of 10,000)	Kes 39 (0.39% of 10,000)	Kes 3 (0.03% of 10,000)	Kes 5 (20% of 25)	Kes 72	Kes 9,928

Yes

Go to Co-op Bank App
Select Forgot Pin
Enter your National ID Number and Phone Number
Enter Date of Birth and Email address
Input the OTP that is sent
Answer the Security Questions and Select the Security Image you set during onboarding
Enter your preferred Pin
Enter the Pin to confirm.

To reset the App/web password using USSD

Dial *667# or login to the Co-op Bank App.
Select option 1: Self Service
Select option 6: Online banking
Select Option 3: Reset my password.

You will receive the password via SMS.

You will be charged a one-off fee of 8% for a term of 1 month, 10% for a loan term of 2 months and 12% for a loan term of 3 months, on the loan amount + 0.034% pm insurance fee (insurance is for all loan types) + excise duty of 20%. The fees are deducted up front (i.e., before the money is deposited in your Co-op Bank App Wallet Account).

For example, if you request a loan of Kes 10,000:

Fee for 1 month loan	Insurance	Excise duty	Total cost	Amount that is credited to your account
Kes 800 (8% of 10,000)	Kes 3.4 (0.034% of 10,000)	Kes 160 (20% of 800)	Kes 963.4	Kes 9,036.50

You can choose to repay your loan in 1 day, 7 days, 14 days, or between 1 and 6 months, depending on your business needs and cash flow.

The financed invoice amount will be credited directly to the Anchor’s business account held with Co-op Bank.

Your loan will be deposited to your Co-op Bank business account.

Your loan will be deposited to your Co-op Bank Float account.

The OTP expires in 30 minutes. If you exceed the 30 minutes before using the OTP, then you will be required to re-do the process.

Your loan will be deposited to your Co-op Bank App Wallet Account.

Yes. You can access headroom on loan limit even before paying part of the loan if your existing loan is between 1 and 6 months.

You can choose to repay in 7 days or 14 days.

You can choose to repay in 7 days, 14 days or 30 days.

7 days.

If you do not receive an OTP, kindly call our contact center on 0703027000.

You can choose to repay the loan in 1 month, 2 months or 3 months. The total cost of the loan will vary depending on the loan term you choose to repay your loan i.e. in 1 month, 2 months or 3 months.

Yes. You can access refinance loan once you have paid at least 50% (half) of the initial loan applied if the initial loan applied is between 1 and 6 months.

How to maintain and grow loan limit

Borrowing and repaying loans on schedule.
Sign up for Co-op Till to receive payments. This enhances your score and increases your Business Plus loan limit.

No. Once an invoice has been financed, you will first be required to repay the initial loan in full before applying for another loan.

How to maintain and grow your loan limit

Maintain consistent or increasing transaction volumes in your Co-op Bank account and Co-op Till.
Gradually and sustainably grow your purchases with the Anchor.
Repay your loan on or before the due date.

Yes. Whether you selected a 7-day, 14-day or 30-day loan, you may access additional amounts within your approved limit before due date.

How to maintain and grow your loan limit

Maintain consistent or increasing Co-op Till transaction volumes.
Repay your loan on or before the due date.

No. You will first need to clear your existing loan before applying for another loan.

How to maintain and grow your loan limit

Maintain consistent or increasing transaction volumes.
Repay your loan on or before the due date.

No. You will be required to first unblock your Co-op Bank App account by calling our contact centre via 0703027000 or visiting the nearest Co-op Bank Branch.

Yes. Whether you selected a 1-month, 2-month, or 3-month loan, you may access additional amounts within your approved limit before the first installment falls due.

Flexible and affordable repayments of up to 6 months.
Loan limits up to Kes 1.5M.
Top ups and refinance on running loans available to cater for school fees and back to school shopping.

You can apply for the loan as many times as possible, but you can only qualify for one Co-op Bank App loan at a time.

Kindly visit your nearest branch to confirm that your ID or Passport number is properly captured.

Yes. If you have an existing 2-month or 3-month loan, you may refinance it provided you have paid the first installment and your available limit is sufficient to clear the outstanding balance and applicable charges, leaving you with at least Kes. 1,000.

You can apply for the loan as many times as possible, but you can only qualify for one Co-op Bank App loan at a time.

Yes. You can apply for the loan via the Co-op Bank App even if you have another loan with Co-op Bank.

Yes. You can apply for a Co-op Till Biashara Loan via the Co-op Bank App even if you have another loan with Co-op Bank.

Yes. You can apply for the loan via the Co-op Bank App even if you have another loan with Co-op Bank.

No. There is no limit on the number of times you can reset your Co-op Bank App pin.

I am getting the message ‘’Invalid National ID or Passport’’ when I enter my ID number or Passport Number.

Kindly enter the national ID number or Passport number that you used when opening the Co-op Bank App account.

You can apply for the loan as many times as possible, but you can only qualify for one Co-op Bank App loan at a time.

Yes.

Yes. You can apply for the loan provided the Anchor you purchase from is pre-approved and you have been assigned a Stock Financing limit on the Co-op Bank App.

You can only apply for the loan after operating your Co-op Till for at least 6 months.

You can only apply for the loan after operating your Co-op Bank account for at least 6 months.

Dial *667# to access the main Co-op Bank app menu and explore the available options of utilizing the money.

Yes, you can apply for Co-op Bank App loan if you have another loan with Co-op Bank.

You can only apply for the loan after operating your Co-op Bank business account for at least 6 months.

You can register more than one Co-op Bank App account, but you can only take one Co-op Bank App loan at a time.

You will receive an SMS stating that you entered the wrong PIN and you will therefore be required to try the process again.

You can register more than one Co-op Bank App account, but you can only take one Co-op Bank loan at a time.

You will be listed with CRB.

You can still call the Contact Centre via 0703027000 or visit your nearest Co-op Bank Branch for assistance.

Yes. The loan may be deducted from any of your Co-op bank accounts.

The validation process and consequent change of PIN cannot be completed. You will need to have at least Kes. 1/- in your M-Pesa account before beginning the reset process.

You can visit the nearest Co-op Bank branch, call customer service on 020 2776000 / 0736 690101 / 0703 027000 or email customerservice@co-opbank.co.ke.

You can register more than one Co-op Bank App account, but you can only take one Co-op Bank app loan at a time.

You can visit the nearest Co-op Bank branch, call customer service on 020 2776000 / 0736 690101 / 0703 027000 or email customerservice@co-opbank.co.ke.

You will not be able to successfully do a PIN reset unless you have the correct M-Pesa PIN. However, you can still call the Contact Centre via 0703027000 or visit your nearest Co-op Bank Branch for assistance.

Borrowing history.
Overdrawn salary account.
Co-op Bank App loan arrears.
Any other Co-op loan in arrears.

You can visit the nearest Co-op Bank branch, call customer service on 020 2776000 / 0736 690101 / 0703 027000 or email customerservice@co-opbank.co.ke.

Negative CRB score
Overdrawn business account
Co-op Bank App loan arrears
Inactive Co-op Till
You have another running Co-op Bank App loan

Negative CRB score
Overdrawn business account
Co-op Bank App loan arrears
Low Co-op Till turnovers/inactive Co-op Till
You have another running Co-op Bank App loan

Negative/Low CRB score
Overdrawn business account
Co-op Bank App loan arrears
Low account turnovers
You have another running Co-op Bank App loan

If your M-pesa pin is compromised, and to prevent someone else from resetting your pin, urgently call our contact center for your account to be blocked to prevent someone else from resetting your pin.

The loan repayments will automatically be deducted from your salary account when they’re due. Loans taken between 1st and 10th fall due on 19th of the same month. Loans taken between 11th and 31st fall due on 19th of the following (consecutive) month.

You can also initiate loan repayment from any of your Co-op Bank accounts linked to the Co-op Bank App or MPESA STK push via the Co-op Bank App.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow the instructions to repay your loan.

Low/Negative CRB score
Overdrawn business account
Co-op Bank App loan arrears
Low Co-op Bank account turnovers
You have another running Co-op Bank App loan or digitally prequalified loan

You can initiate loan repayment from any of your Co-op Bank accounts linked to the Co-op Bank App or MPESA via STK push through the Co-op Bank App.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow the instructions to repay your loan.

You can initiate loan repayment from any of your Co-op Bank accounts linked to the Co-op Bank App or MPESA via STK push through the Co-op Bank App.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow the instructions to repay your loan.

You can initiate loan repayment from any of your Co-op Bank accounts linked to the Co-op Bank App or MPESA via STK push through the Co-op Bank App.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow the instructions to repay your loan.

You will notify the bank about your job situation and agree on how you intend to pay the loan.

You can initiate loan repayment from any of your linked Co-op Bank accounts or MPESA via STK push through the Co-op Bank App.

Log into Co-op Bank App or by dialing *667#.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow the instructions to repay your loan.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Log into Co-op Bank App or dial *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Log into Co-op Bank App by dialing *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Check loan Balance on the App via: E-Loans >> check balance

Log into Co-op Bank App by dialing *667#.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

Yes. Through the Co-op Bank App which is internet-based.

If your loan application is successful, you will receive a confirmation message indicating that the loan has been processed and the funds deposited into your Co-op Bank account. If you lose network signal and do not receive the confirmation message, check your account to confirm whether the loan was credited. If the loan was not processed, you may reapply.

Whenever you successfully complete a loan application you will receive a confirmation message that the loan application is successful and the amount has been deposited in your Co-op Bank App account. If you do not receive this message due to a lost signal, check your account and re-apply for the loan if it did not get processed.

Your money is safe because your Co-op Bank App PIN protects your Co-op Bank App account. You are advised to immediately block and replace your SIM card with your mobile service provider. Once you obtain a replacement SIM card, provided you retain the same mobile number, you can continue accessing the service through *667#. To access the Co-op Bank App on a new phone, you will need to visit your nearest Co-op Bank branch to reset the device as a security measure to protect your account from fraud.

Your money is safe because your Co-op Bank App PIN protects your Co-op Bank App account. You are advised to block and replace your SIM card with your mobile phone service provider. With the new SIM card in place, and as long as you have maintained the same mobile number, you can continue to use your Co-op Bank App through *667#. To access through the app on your new phone, you will need to visit the nearest branch in order to re-set your new phone. This is a security measure the bank has put in place to protect you from fraud.