Frequently asked questions

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HOW TO BUY MPESA FLOAT

1. Dial *667#  and call

2. Enter your Mcoopcash 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.

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.

HOW TO WITHDRAW CASH (CARDLESS WITHDRAWAL)

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

HOW TO ENQUIRE BALANCE ON COOP USING *667#

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.

WHAT SHOULD I DO IF I SEND MONEY TO THE WRONG NUMBER?

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on 0703 027 000, 020 277 6000 immediately and our agents will assist in reversing the transaction before the money is withdrawn.

WHAT SHOULD I DO WHEN *667# IS NOT WORKING?

You can access the service by downloading the MCo-op Cash App from the App Store or Google Play Store

WHAT SHOULD I DO IF MY MCO-OP CASH ACCOUNT IS BLOCKED?

If for any reason you find that your MCo-op Cash account is blocked, visit your nearest branch to receive assistance on unblocking it.

HOW CAN I CONTACT MY NEAREST BRANCH?

Follow this link for our branch contacts

WHAT CAN I DO IF I HAVE FORGOTTEN MY MCO-OP CASH PIN?

– Reach out to us through our Contact Centre by calling 0703 027 000, 020 277 6000 or visit your nearest Co-op Bank branch.
– For PIN registration, you may contact us by calling 0703 027 000, 020 277 6000

CAN I TRANSFER AN ATM CARD FROM ONE BRANCH TO ANOTHER? IF SO, ARE THERE ANY CHARGES?

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.

SHOULD I EXPECT A DELAY IN PROCESSING MY ATM CARD?

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.

WHAT IS MCO-OP CASH AND HOW DOES IT WORK?

MCo-op Cash 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

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