All FAQs | Co-operative Bank of Kenya

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.

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

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

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

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.

Borrowing history.
Overdrawn salary account.
MCo-opcash loan arrears.
Any other Co-op loan in arrears.

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 MCo-opCash.
Your Mpesa number or someone else’s Mpesa number, through paybill 400200. Account number: your salary account.

How to repay your Mco-opcash loan

Log into MCo-opCash by dialing *667# or through the MCo-opcash app.
Select ‘LOANS’.
Select ‘PAY LOAN’.
Follow instructions.

Log into MCo-opcash by dialing *667# or through the Mco-opCash app.
Select ‘LOANS’.
Select ‘LOAN ENQUIRIES’.
Select ‘LOAN BALANCE’.
Follow instructions.

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

You can apply for the loan as many times as possible, but you can only qualify for one MCo-opcash loan at a time.

You can register more than one MCo-opcash account, but you can only take one MCo-opcash loan at a time.

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. Through the MCo-opcash app which is internet-based.

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 MCo-opcash 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 Mo-opcash PIN protects your MCo-opcash 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 MCo-opcash 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.

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 MCo-opcash).
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 MCo-opcash 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 MCo-opcash PIN.

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

Yes.

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

Log into MCo-opCash through *667# or MCo-opCash app.
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 MCO-OPCASH WITHDRAWAL.
Enter your MCo-opCash 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.

Log into MCo-opCash through *667# or MCo-opCash app.
Select WITHDRAW CASH.
Select CO-OP KWA JIRANI AGENT.
Follow the instructions.
Receive SMS with a SECRET CODE.
Give the SECRET CODE, your MCo-opCash number, and original ID/Passport to the agent to complete the withdrawal

Log into MCo-opCash through *667# or MCo-opCash app.
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

There is no charge for using this service. HOW TO RE-SET YOUR MCO-OPCASH PIN In case you forget your Mco-opCash 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 for Mco-opCash.

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.

Yes

Go to MCoopcash 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 Mcoopcash.
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.

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.

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 Mco-op cash account by calling our contact centre via 0703027000 or visiting the nearest Co-op Bank Branch.

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

No. There is no limit on the number of times you can reset your Mco-op cash pin.

Kindly enter the national ID number or Passport number that you used when opening the Mco-opCash account.

Log into MCo-opCash through *667# or MCo-opCash app.
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 MCO-OPCASH WITHDRAWAL.
Enter your MCoopcash 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.

Log into MCo-opCash through *667# or MCo-opCash app.
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 MCo-opCash through *667# or MCo-opCash app.
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

Log into MCo-opCash through *667# or MCo-opCash app.
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.

Dial *667# to access the main MCo-op Cash menu and explore the available options of utilizing the money.

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.

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 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.

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.

MCo-opCash 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 Mco-opCash app on Google Play store or App Store
The loan amount is deposited in your MCo-opcash 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.

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 MCo-opCash 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

Log into MCo-opCash through *667# or MCo-opCash app.
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.

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

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

Follow the below steps to reset your Mco-opcash 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 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.

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 MCo-op Cash App from the App Store or Google Play Store

If for any reason you find that your MCo-op Cash 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 MCo-op Cash 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 MCo-op Cash 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 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.

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 MCo-opcash 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.