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Frequently Asked Questions (FAQs)

How do I open a Personal Account with Co-op Bank?
  1. An identity card or passport (both original and copy)
  2. Minimum opening balance where applicable
After how long will my account be activated after meeting the requirements?
  1. An account is usually activated the same day a customer applies.
  2. Cards are issued instantly unless advised otherwise
  3. In case of any delays, the customer should contact their branch for more information
How can I retrieve my card’s PIN if I forget or lose it?

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

What are the requirements for opening a Current Account?
  1. Identity card (both original and copy)
  2. Minimum opening balance of Ksh 5,000 for individuals
How can I get a personal loan?
  1. Minimum requirements include:
  2. Identity card (both original and copy)
  3. PIN Certificate (both original and copy) 
  4. Salary pay slips for the last 3 months
How long does it take to get a loan approved by the bank?

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.

Can one get a loan using a title deed? If so, what are the requirements?

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.

How can I open a bank account for my business?

 

  1. Original and copy of ID and referee for individuals 
  2. Originals and copies of MoU, Registration Certificates and Director’s Resolution to open an account with the bank 
  3. Ksh 5,000 for individuals and Ksh 10,000 for companies
How long does it take for a cheque to mature?

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

Is the bank open on weekends?
  1. Yes, all branches are open on Saturday from 8.30am to noon.
  2. Majority of our branches open at 8:30am and close at 4:00pm on weekdays. However, these branches open at extended hours.
How do I transfer money from my Co-op Bank account to M-Pesa?
  1. 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.
  2. Another option is downloading the MCo-op Cash App on your phone and following the process.
Do you offer salary advances? If so, what are the requirements?

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.
 

What’s the maximum amount of money I can withdraw daily from the ATM?

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

Through what channels do you inform customers about new developments at the bank?

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.

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.

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.

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

How can I withdraw or deposit money?
  1. A Co-op Kwa Jirani agent near you
  2. From the ATM using your debit card
  3. Through your MCo-op Cash app
  4. Mobile access through dialing *667# 
How can I check my account balance?
  1. A Co-op Kwa Jirani agent near you
  2. From the ATM using your debit card
  3. Through your MCo-op Cash app
  4. Mobile access through dialing *667# 
What can I do if I have forgotten my MCo-op Cash PIN?
  1. Reach out to us through our Contact Centre by calling 0703 027 000, 020 277 6000 or visit your nearest Co-op Bank branch.
  2. For PIN registration, you may contact us by calling 0703 027 000, 020 277 6000
How can I contact my nearest branch?

Follow this link for our branch contacts  Branch Contacts

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.

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 Play Store.

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.

 
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