Executive Banking
Sustainability
E-Citizen
Frequently asked questions
Can’t find the answer you’re looking for? Reach out to our customer support team.
- How much does it cost to RE-SET my 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.
- What is the process of resetting Co-op Bank App PIN?
- 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.
- Can I reset my PIN through the Co-op Bank APP?
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.
- How long does the One Time Password (OTP) take to expire?
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.
- What should I do if I do not receive the One Time Password (OTP)?
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.
- I am entering my correct ID or Passport number but I am still getting the error ‘’Invalid National ID Number or Passport number’’ What should I do?
Kindly visit your nearest branch to confirm that your ID or Passport number is properly captured.
- Is there a limit to the number of times I can reset my Co-op Bank app PIN?
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.
- How do I withdraw cash at a 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
- How do I send cash by code for a beneficiary to withdraw at a Co-op Kwa Jirani Agent?
- 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.
- How can I access my Kes.1 deposited to my Co-op Bank App Account?
Dial *667# to access the main Co-op Bank App menu and explore the available options of utilizing the money.
- What if I Input the wrong M-Pesa PIN?
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.