What is the official website of the payment service?
https://www.co-opbank.co.ke
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Where can I find the customer support contacts?
Customer support contacts are listed at the bottom of the official website’s homepage under the “Contact Us” section.
What is the hotline phone number?
+254 703 027 000
Is there a toll-free support number?
Cooperative Bank Kenya offers a toll-free number 0800 11 22 44 for customer inquiries.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
Yes, separate emails are provided for different services, such as [email protected] for fraud-related concerns.
Where can I find the online chat support?
Online chat support (Co-op Bank Chat) is accessible on the official website homepage.
Does the chat support work 24/7?
Online chat operates 24/7, enabling customers to get assistance anytime.
Is there support through messengers (Telegram, WhatsApp)?
Cooperative Bank offers WhatsApp banking support at +254 722 200 700.
What are the support working hours?
Phone and digital support is available 24 hours every day, including weekends and public holidays.
Does support work on weekends and holidays?
Yes, support operates on weekends and holidays through phone, chat, and digital channels.
Are there regional offices for in-person visits?
Cooperative Bank operates multiple branch offices across Kenya where customers can visit for assistance.
Where are the physical offices located?
Main HQ is at Co-operative Bank House, Haile Selassie Avenue, Nairobi, with branches nationwide.
Can I schedule a personal meeting?
Personal meetings are available at branches; appointments can be booked by calling or visiting the branch.
Are there representatives in different countries?
Cooperative Bank Kenya’s operations are mainly local, with no official international representatives.
In which languages is support available?
Support is available in English and Kiswahili.
How quickly does support respond to requests?
Phone and chat typically respond within minutes; email may take several hours to one business day.
Is there a priority system for VIP clients?
VIP and business clients can access priority support via Relationship Managers or Premium Banking services.
Can I request a callback?
Callback requests are available through the call center or web portal for unresolved complex issues.
When was the payment service founded?
Cooperative Bank of Kenya was established in 1965.
Who is the founder and owner of the service?
Cooperative Bank is owned by Kenyan co-operative societies and individual shareholders.
What is the development history of the payment service?
Since 1965, the bank expanded from a cooperative to a major retail/commercial bank with digital transformation and innovative services.
Have there been major updates or rebranding?
Major updates include digital banking rollouts, mobile banking, and the “Kinga na Co-op” campaign. It was listed on the Nairobi Securities Exchange in 2008.
Who sits on the company's board of directors?
The board includes the Chairman John Murugu, CEO Gideon Muriuki, and several non-executive directors.
Are there investors or partners in the service?
Investors include cooperative societies, retail shareholders, and strategic partners like IFC and Mastercard.
Does the company participate in stock trading?
Yes, Cooperative Bank is publicly traded on the Nairobi Securities Exchange (NSE: COOP).
What is the company's market capitalization?
Market capitalization varies, but recent figures are about KES 80 billion; check financial news for the current value.
Are there subsidiary companies or branches?
Subsidiaries include Co-opTrust Investment Services and Kingdom Securities, plus over 150 branches in Kenya.
What licenses does the payment service have?
Licensed and regulated by the Central Bank of Kenya as a commercial bank.
In which jurisdictions does the service operate officially?
Cooperative Bank operates officially in Kenya.
Are there licenses for cryptocurrency operations?
No cryptocurrency-specific licenses; not currently offering crypto services.
Does the service comply with AML/KYC requirements?
Yes, strict AML/KYC compliance is enforced per Kenyan banking regulations.
Are there security certificates (PCI DSS, etc.)?
The bank adheres to PCI DSS standards for payment card security.
Has the service undergone security audits?
Cooperative Bank conducts regular internal and external security audits as required by regulators.
Is there insurance for client funds?
Client deposits are insured under the Kenya Deposit Insurance Corporation up to the statutory limit.
Which international standards does it comply with?
Complies with PCI DSS, ISO 27001 for information security, and CBK banking standards.
Have there been any regulatory fines or violations?
No significant regulatory fines or violations are publicly reported in recent years.
Where can I find real reviews about the service?
Reviews can be found on Play Store, App Store, and social media platforms like Facebook.
What are the main user complaints?
Common issues include occasional delays in transaction processing and service downtimes during maintenance.
What do users most often praise the service for?
Users praise convenient mobile banking, branch network reach, and security.
Are there issues with fund withdrawals?
Withdrawal issues are rare but may occur during system upgrades or regulatory reviews.
Is the interface convenient according to users?
Users generally find the mobile and web interfaces user-friendly and accessible.
Are clients satisfied with transaction speed?
Satisfaction is high for transaction speed, except during peak times or occasional system downtimes.
Do users recommend this service?
Many users recommend Cooperative Bank for mainstream banking needs within Kenya.
How do experts assess the service's reliability?
Experts rate the bank as reliable, stable, and secure, especially for retail and SME customers.
Are there industry awards and recognitions?
Winner of several banking awards, including Banking Awards Kenya and CIO 100 Africa.
Does the service participate in payment system rankings?
Yes, Cooperative Bank is frequently ranked among Kenya’s top banks by assets and innovation.
Are there recommendations from financial regulators?
The bank is in good standing with the Central Bank of Kenya and recommended as a key retail/commercial bank.
What reputation does the service have among partners?
The bank enjoys a strong reputation among Kenyan co-operatives, businesses, and payment partners.
How do they evaluate solution innovation?
Recognized for introducing agency banking, MCo-opCash app, and modern payment solutions.
Are there quality service certificates?
Holds PCI DSS certification for payment cards and regularly updates security and quality standards.
Does the company participate in industry conferences?
Participates regularly in local and regional fintech and financial sector conferences.
How does the service position itself in the market?
Marketed as Kenya’s leading co-operative bank, innovator in agency banking, and supporter of the cooperative movement.
Which fiat currencies does the service support?
Supports Kenyan Shilling (KES) and limited foreign currencies such as USD, GBP, and EUR for international transactions.
Are cryptocurrencies supported? Which ones specifically?
No, Cooperative Bank does not currently support cryptocurrencies.
Is there a proprietary cryptocurrency or token?
There is no proprietary cryptocurrency or token associated with Cooperative Bank.
Can currencies be converted within the service?
Foreign currency conversion is available for international transfers and forex services.
What exchange rates are used for conversion?
Uses bank-published exchange rates based on market rates and Central Bank of Kenya guidance.
How often are exchange rates updated?
Exchange rates are updated daily or more frequently according to market conditions.
Are stablecoins supported?
Stablecoins are not supported by Cooperative Bank Kenya.
Can exotic currencies be handled?
Does not typically support exotic currencies outside major FX pairs (USD, GBP, EUR).
Are there currency restrictions in different countries?
Foreign currency transactions are subject to Kenyan and international banking regulations, with some geographic limitations.
What types of transfers does the service support?
Supports mobile transfers, inter-bank, SWIFT, RTGS, EFT, PesaLink, and in-bank transfers.
Can transfers be made between service users?
Yes, users can transfer funds between Cooperative Bank accounts via mobile, web, or in-branch.
Are transfers to bank cards supported?
Transfers to debit and prepaid cards are possible within the Cooperative Bank ecosystem.
Can money be transferred to bank accounts?
Yes, money can be sent to both domestic and international bank accounts.
Is bill payment available?
Bill payment is supported for utilities, government services, and selected merchants.
Are recurring payments supported?
Recurring payment setup is available for utility bills, loan repayments, and other regular services.
Can automatic transfers be set up?
Yes, scheduled and automated standing orders/transfers are supported.
Is payment scheduling available?
Payment scheduling features are available in mobile and online banking.
Are group payments supported?
Group payments and joint accounts can be managed at branches; digital group payment support is limited.
Can payment links be created?
Payment link generation is not a standard feature; merchant solutions may offer tailored billing portals.
What are the minimum transaction amounts in the service?
Minimum transaction values depend on service (e.g., MCo-opCash minimum KES 10 for mobile transfers).
What are the maximum amounts that can be transferred?
Maximum limits vary by channel; mobile transfers generally capped at KES 250,000 per transaction, higher via in-branch.
Are there daily limits on operations?
Daily transaction limits apply, such as KES 500,000 for mobile payments depending on account and verification level.
What monthly and annual limits are in effect?
Monthly and annual transaction limits are set according to customer profile and regulatory standards.
Can limits be increased? How?
Higher transaction limits can be requested by providing additional verification and visiting a branch.
Do limits differ for verified users?
Verified users access higher limits than unverified or basic account holders.
Are there restrictions for new accounts?
New accounts may have lower initial limits and further restrictions until full verification is complete.
Do special limits apply in different countries?
Limits for foreign transactions may vary due to international banking regulations or country risks.
Can operations be temporarily blocked?
Accounts and channels may be temporarily blocked for security or suspicious activity pending review.
Are there limits on the number of daily operations?
Number of transactions per day may be limited by channel or account type.
What are the minimum amounts for account funding?
Minimum account funding varies; KES 200 is common for initial deposits.
What methods of funding are supported?
Funding supported through cash deposit, mobile money (M-Pesa, Airtel Money), bank transfer, cheque, and employer remittance.
Are there fees for funding?
Cash deposits are generally free; other methods, such as mobile money, may attract standard transaction charges.
What are the minimum funding amounts?
Minimum funding requirements vary by method; mobile money deposits may require at least KES 50.
How quickly are funds credited when funding?
Cash, mobile, and some bank transfer deposits are credited instantly or within minutes during business hours.
How can money be withdrawn from the system?
Withdrawals can be made at branches, ATMs, via mobile banking, or at agent locations.
Are there fees for fund withdrawal?
Withdrawal fees depend on channel; ATM and agent withdrawals have standard set charges, branch withdrawals may vary.
How long does withdrawal take?
ATM, agent, and mobile withdrawals are instant; branch withdrawals depend on queue and processing times.
What withdrawal limits are set?
Withdrawal limits depend on channel; typical ATM limit is KES 40,000 per transaction, higher in-branch.
How quickly are funds credited when funding with a card?
Card-funded deposits from linked accounts are credited instantly.
How long does a bank transfer take?
Domestic transfers process within minutes to hours; RTGS/SWIFT may take one business day.
How quickly do cryptocurrency transfers arrive?
Cryptocurrency transfers are not supported.
Are transfers between users instant?
Transfers between Cooperative Bank users via mobile or online channels are real-time or near-instant.
Are there delays when funding on weekends?
Some funding methods like mobile money are processed instantly even on weekends; inter-bank transfers may be delayed.
Do holidays affect funding speed?
Funding via banking networks may be delayed on public holidays.
Can crediting be accelerated for a fee?
Express service for accelerated crediting is not standard, but branch staff can advise on exceptions.
What determines the speed of funding processing?
Processing time depends on the funding channel, time, and banking network used.
Are there notifications about funding status?
Customers receive SMS and email notifications for successful funding and deposits.
What to do if funding takes too long?
Contact support with the transaction reference for investigation and expediting.
How quickly are withdrawal requests processed?
Withdrawals at ATMs and agents are instant; branch withdrawal requests depend on queue and KYC checks.
How long does card withdrawal take?
Card withdrawals at ATMs are processed immediately.
How quickly do bank transfers arrive?
Domestic bank transfers via EFT/PesaLink process within minutes; RTGS/SWIFT could take several hours to one business day.
Are cryptocurrency withdrawals instant?
Cryptocurrency withdrawals are not applicable.
Are there withdrawal delays on weekends?
ATM and mobile withdrawals are instant; inter-bank and large branch withdrawals may be delayed.
Do holidays affect withdrawal speed?
Withdrawals via bank networks may be delayed during Kenyan public holidays.
Can withdrawal be accelerated for an additional fee?
No formal fee-based acceleration option; urgent situations should be discussed with a branch manager.
What determines withdrawal processing time?
Channel, amount, and regulatory checks impact withdrawal speeds.
Are there notifications about withdrawal status?
SMS notifications are sent after successful withdrawals and card transactions.
Can a withdrawal request be canceled?
Cancellation is possible before the transaction is processed; contact support or visit the branch quickly.
How to register with the payment service?
Registration requires opening an account online or at any branch with valid identification.
What data is needed to create an account?
ID/Passport, phone number, proof of address, and KRA PIN are generally required.
Can registration be done without email?
Mobile banking registration can be completed without email, but some digital services may require it.
Is phone confirmation required during registration?
Phone confirmation via SMS OTP is standard for mobile/internet banking registration.
Are there age restrictions for registration?
Minimum age is 18 years for an individual account, though minor accounts are available through guardians.
Can a corporate account be created?
Businesses and organizations can open corporate accounts with documented authorization and registration papers.
Is it required to provide real data?
Real personal and corporate data is mandatory for KYC and regulatory compliance.
Are there country restrictions for registration?
Accounts are primarily issued to Kenyan residents; non-residents may face additional documentation.
How long does account activation take?
Most accounts are activated within one business day after documentation is verified.
What verification levels exist?
Basic, Standard, and Enhanced verification levels govern service access and transaction limits.
What documents are required for basic verification?
National ID/Passport and recent passport photo for individuals; company registration documents for corporates.
Are documents needed for full verification?
Full verification requires additional address, tax, and income information.
Are digital copies of documents accepted?
Digital copies are accepted during online registration; originals must be presented at branch or during KYC.
How long does the verification procedure take?
Basic verification is completed in minutes to hours; enhanced may take up to 1-2 business days.
Can the service be used without verification?
Most features are limited until KYC is completed.
What restrictions apply to unverified users?
Limited transaction values, restricted features, and potential suspension for non-compliance.
Is address confirmation required?
Proof of address is required for advanced verification and higher transaction limits.
Is a selfie with documents required?
Selfie with ID is required for some verification levels, especially for online onboarding.
How often do documents need to be updated?
Periodic document updates are required to comply with regulatory changes.
What encryption technologies does the service use?
Industry-standard SSL/TLS encryption, and hardware security modules for sensitive payment data.
Is two-factor authentication supported?
2FA is supported, typically through SMS OTP and authentication apps.
Are there SMS confirmations for operations?
SMS confirmations are standard for transactions and security alerts.
Is biometric authentication supported?
Biometric auth (fingerprint/Face ID) is available for mobile app and supported devices.
Is blockchain technology used?
Blockchain is not used in standard payment or banking services.
Is there a multi-level security system?
Multi-tier security includes firewalls, access controls, encryption, and continuous monitoring.
How is user personal data protected?
Data is protected through encryption, restricted access, and data privacy policies conforming to law.
Is cold storage used for cryptocurrencies?
Not applicable—service does not handle cryptocurrencies.
Is there DDoS attack protection?
Yes, DDoS protection and threat monitoring systems are in place.
Are regular security audits conducted?
Regular internal and external security audits are performed for compliance and system integrity.
What anti-phishing protection measures are provided?
Anti-phishing advice, secure login methods, and website security are prioritized.
Is there a suspicious activity detection system?
Automated systems monitor for fraud and unusual activity; alerts are generated for review.
How does the service combat money laundering?
Implements robust AML monitoring, transaction screening, and mandatory KYC checks.
Is there blocking of suspicious accounts?
Accounts suspected of illegal activity are temporarily blocked pending investigation.
What to do when fraud is detected?
Immediately report via hotline, email, or branch. The case will be rapidly investigated.
How to report suspicious activity?
Use the hotline, official email, or visit any branch to report suspicious transactions.
Is there compensation for damage from fraudsters?
Compensation is considered after fraud investigations if bank negligence is established.
What user rights exist for disputed transactions?
Customers can formally dispute transactions through written requests; investigations follow bank policy.
How to dispute account blocking?
File a review request with the bank through support channels providing all necessary documentation.
Is there insurance against cyber attacks?
Insurance for cyber risks is maintained at the institutional level, not normally extended directly to clients.
What fees does the service charge for transfers?
Transfer fees depend on method/channel; details provided at the time of transaction or on fee schedule.
Are there fees for account funding?
Cash deposits are free, while mobile/agent funding may incur standard industry charges.
Are fees charged for fund withdrawal?
ATM and agent withdrawals incur set charges; branch withdrawal fees depend on amount and account type.
Are there fees for currency conversion?
Currency conversion fees are included as a margin between buying/selling exchange rates.
Are there fees for account inactivity?
Inactivity fees may apply to dormant accounts as stipulated by bank policy.
Are there account maintenance fees?
Some account types incur monthly fees; most savings/current accounts do not charge maintenance for active use.
Are fees charged for operation cancellation?
Cancellation fees may apply if transactions are already processed or reversed.
Are there fees for expedited operations?
No formal expedited processing fee; special cases may incur additional service charges.
Are there hidden fees?
Fees and charges are disclosed; customers should review the tariff guide for transparency.
How are fees calculated for large amounts?
Large amounts are subject to transparent fee schedules or negotiated rates for business clients.
Are there different tariff plans in the service?
Multiple account types and tariff plans exist for individuals, businesses, SMEs, and corporates.
What advantages does VIP status provide?
VIP clients enjoy higher limits, dedicated account managers, and priority support services.
How to get preferential conditions?
Preferred customers can apply or qualify based on relationship size, business needs, or by inquiry at branch.
Are there free operations per month?
Some accounts may include free monthly transactions (e.g., internal transfers, ATM withdrawals) within set limits.
Are there discounts for active users?
Discounts or lower fees may be offered to frequent users or through periodic promotions.
Are there corporate tariffs?
Special corporate tariffs exist for business banking, payroll, and bulk transactions.
Can individual conditions be obtained?
Custom pricing and features may be negotiated for business and high-net-worth clients.
Do promotional codes work for fee reduction?
Promotional codes or offers may apply to specific products, campaigns, or app usage.
Are there cashback programs?
Some card and promotion-specific cashback offers are available to Cooperative Bank customers.
Are there discounts for transaction volumes?
High transaction volumes may receive preferential rates or negotiated terms by arrangement.
Is there an official mobile application?
Yes, the official mobile app is called MCo-opCash.
On which platforms is the application available?
Available on Android (Google Play Store) and iOS (App Store).
What functions are available in the mobile application?
Mobile app features include fund transfers, balance inquiry, bill payments, airtime, loans, and account management.
Does functionality differ from the web version?
Some advanced features are web only; most key services are available in both app and web platforms.
Is Touch ID/Face ID supported?
Biometric authentication (Touch ID/Face ID) is supported on compatible devices.
Can the application work offline?
The mobile app requires an internet connection; USSD services offer limited support without data.
Are there push notifications about operations?
Yes, push and SMS notifications are sent for operations.
Is dark theme supported?
Some versions of the app offer dark mode; feature availability varies by operating system.
How often is the mobile application updated?
Updates occur regularly, typically every 2–3 months or as new features are added.
Are there beta versions of the application?
Beta versions may be available periodically for select users upon invitation.
Is the web interface of the service convenient?
The web interface is generally praised for ease of use, intuitive navigation, and reliability.
Is responsive design supported?
Yes, the website supports responsive design for mobile and tablet users.
In which languages is the interface available?
English and Kiswahili are supported.
Is there a night mode for the website?
Dark mode for the web interface is limited; check latest updates for feature status.
Are hotkeys supported?
Hotkey support is not standard but may be present for select online banking functions.
Can data be exported?
Users can download statements and transaction data in PDF or CSV format.
Is there an API for developers?
No public open API; integrations are available on a case-by-case basis for partners.
Is integration with other services supported?
Integration with payroll, accounting, and business platforms is supported for enterprise clients.
How often is the web interface updated?
The web interface is updated regularly, usually every quarter or as needed for new features.
Are there virtual cards in the service?
Virtual card services are available for digital transactions and e-commerce.
Can disposable cards be created?
Disposable virtual cards for one-time use are not widely advertised; check with the bank for pilot offerings.
Is multi-currency account functionality supported?
Multi-currency accounts are available for select clients, typically for business or forex accounts.
Are there investment products?
Cooperative Bank offers investment products, such as fixed deposits, treasury bills, and mutual funds.
Can interest be earned on balance?
Interest is earned on savings accounts and fixed deposit balances as per bank policy.
Are there credit products?
A range of credit products is available, including personal loans, mortgages, and credit cards.
Is P2P trading supported?
Peer-to-peer trading is not supported by the bank’s payment system.
Can cryptocurrencies be bought/sold?
Cryptocurrency buying/selling is not offered.
Is there acquiring for business?
Merchant acquiring services are offered, including POS and e-commerce payment solutions.
Are mass payouts supported?
Mass payout and bulk payment processing are available for payroll and vendor payments.
Is there a loyalty program in the service?
Loyalty programs are present, particularly for select debit/credit cards and promotional campaigns.
How are bonus points earned?
Points are earned through card usage, specific payments, and promotional activities.
Is there cashback for operations?
Cashback is available on eligible debit/credit card transactions during offers.
Are there referral programs?
Referral programs are offered during targeted campaigns.
What privileges do VIP clients have?
VIP clients access dedicated managers, higher limits, personalized products, and exclusive event invitations.
Are there seasonal promotions and offers?
Seasonal promotions, discounts, and prize draws are run throughout the year.
Can premium status be obtained?
Premium account status can be obtained by relationship size or via upgrade invitation.
Are there partner discounts?
Yes, partner merchant discounts are periodically offered.
Are there corporate loyalty programs?
Corporate loyalty and rewards are available for business clients, especially payroll and card programs.
Does the service allow operations with online casinos?
Kenyan banking regulations generally prohibit direct banking transactions with online casinos.
Are there restrictions on gambling transactions?
Card and bank transfers to gambling sites may be blocked by policy and national regulation.
Can accounts be blocked for casino play?
Accounts can be restricted or blocked for conducting prohibited gambling-related transactions.
How does the service view gambling?
The bank adheres to regulations that may restrict or prohibit gambling-related payments.
Are there special conditions for gambling?
No special conditions; general policy is to follow legal/regulatory guidance on gambling.
Are casino transactions tracked?
All high-risk and gambling-related transactions are monitored and may be reported per regulatory guidelines.
Can operations with gambling sites be hidden?
Transactions must be transparently recorded for compliance; hiding is not permitted.
Are there notifications about gambling expenses?
Notifications are sent for all transactions, including gambling-related where permitted.
Are there special fees for gambling operations?
No special fees; transactions are generally restricted or blocked.
Can limits be set on gambling?
Transaction limits broadly apply; additional spending limits on gambling may be set in line with bank policy.
Is there a self-exclusion function?
No specific self-exclusion feature, but accounts can be restricted upon customer request.
Can access to gambling sites be restricted?
Access to gambling payments is restricted as per regulations.
Is gambling expense control supported?
Customers can monitor expenses, but dedicated gambling control tools are not standard.
Are there notifications about limit exceedance?
Notifications are provided if any transaction limit is exceeded.
Can operations with casinos be blocked?
The bank may block operations with online casinos if required by regulation.
Is there gambling expense statistics?
Dedicated gambling statistics are not standard; spending analytics are available.
Is a "cooling-off period" supported?
No explicit cooling-off period feature is provided.
Can help be obtained for gambling addiction?
Customers are advised to seek external support; the bank may refer to counseling resources.
Is there partnership with player assistance organizations?
No formal partnerships; clients are directed to regulatory or public help channels.
How to set up gambling expense notifications?
General transaction alerts can be enabled for all spending via SMS and app notifications.
Which online casinos accept this payment method?
Most Kenyan financial institutions, including Cooperative Bank, do not officially support online casino transactions.
Are there exclusive partnerships with specific casinos?
No exclusive casino partnerships are in place.
Do conditions differ when used in different casinos?
Not applicable, as the bank restricts gambling transactions.
Are there special bonuses for using this method in casinos?
No bonuses are provided for gambling-related transactions.
Can the method be used for both deposits and withdrawals in casinos?
Deposits/withdrawals to casinos are blocked in compliance with regulations.
Are there geographic restrictions for casino usage?
Geographic restrictions based on Kenyan law prohibit casino-related transactions.
How do casino operators typically process transactions from this method?
Transactions are blocked or declined in line with regulatory requirements.
Are there typical processing times when used with casinos?
Not applicable, as transactions to casinos are generally restricted.
Do casinos usually charge additional fees for this method?
Not applicable due to transaction restrictions.
Are there any known compatibility issues with major casino platforms?
Major incompatibility, as services are blocked for online casino payments.