What is the official website of the payment service?
https://creditbank.co.ke
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Where can I find the customer support contacts?
The customer support contacts can be found on the “Contact Us” page on the official website.
What is the hotline phone number?
+254 709 072 000
Is there a toll-free support number?
Credit Bank does not publicly list a toll-free support number; standard local rates may apply.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
Some banks provide dedicated emails for business, personal, or security inquiries; check their website for specific addresses.
Where can I find the online chat support?
Online chat support is typically accessed through the website’s homepage or customer support portal if available.
Does the chat support work 24/7?
Most bank chat supports are available during normal business hours, not 24/7; users should check official schedules.
Is there support through messengers (Telegram, WhatsApp)?
Some providers offer WhatsApp business support; banks often list messenger support options on their website.
What are the support working hours?
Standard customer support hours for banks are generally Monday to Friday 8:30am–5:00pm, excluding public holidays.
Does support work on weekends and holidays?
Most banks only provide limited support on weekends and holidays, but emergency services may be available.
Are there regional offices for in-person visits?
Licensed banks maintain regional and branch offices for in-person customer service across major cities.
Where are the physical offices located?
Head Office: Credit Bank Towers, Hospital Road, Upper Hill, Nairobi, Kenya. Additional branches can be found via the website branch locator.
Can I schedule a personal meeting?
Scheduling personal meetings is commonly done via phone, email, or branch visit; advance notice may be required.
Are there representatives in different countries?
Most Kenyan banks do not have international representative offices unless specified for diaspora banking.
In which languages is support available?
Support is primarily provided in English and Kiswahili.
How quickly does support respond to requests?
Typically, support responds to requests within 1–2 business days via email and instantly by phone for urgent matters.
Is there a priority system for VIP clients?
Banks commonly offer priority support lines and relationship managers for VIP, corporate, or premium clients.
Can I request a callback?
Most banks allow customers to request callbacks via online forms, phone, or customer support email.
When was the payment service founded?
Credit Bank was established in 1986.
Who is the founder and owner of the service?
Credit Bank is owned by Kenyan investors; details about individual founders are not typically disclosed publicly.
In which country is the company registered?
The company is registered in Kenya.
What is the development history of the payment service?
Credit Bank started in 1986, grew its branch network, launched digital banking solutions, and expanded services for SMEs and personal banking.
Have there been major updates or rebranding?
Banks often undergo brand refreshes and introduce new products, but major rebranding events should be confirmed via company press releases.
Who sits on the company's board of directors?
The board consists of experienced financial professionals; for up-to-date details see the governance section on the official website.
Are there investors or partners in the service?
Standard bank partnerships include local business associations and fintech collaborations, with shareholders based in Kenya.
Does the company participate in stock trading?
Credit Bank is not listed on the Nairobi Securities Exchange as of August 2025.
What is the company's market capitalization?
As a privately held bank, market capitalization information is not published publicly.
Are there subsidiary companies or branches?
Credit Bank operates branches within Kenya; information on subsidiaries is available on the official website.
What licenses does the payment service have?
Credit Bank holds a commercial banking license from the Central Bank of Kenya.
In which jurisdictions does the service operate officially?
Credit Bank is officially licensed to operate throughout Kenya.
Are there licenses for cryptocurrency operations?
Most Kenyan banks do not hold cryptocurrency-specific licenses due to regulatory restrictions.
Does the service comply with AML/KYC requirements?
Licensed banks implement stringent anti-money laundering and know-your-customer procedures as required by law.
Are there security certificates (PCI DSS, etc.)?
Top banking institutions implement PCI DSS and local security standards for payments and data protection.
Has the service undergone security audits?
Banks regularly undergo annual or biannual security audits to comply with regulatory standards.
Is there insurance for client funds?
Deposits in Kenyan banks are insured up to government-set limits by the Kenya Deposit Insurance Corporation.
Which international standards does it comply with?
Common international standards include PCI DSS, ISO/IEC data security, and IFRS financial reporting.
Have there been any regulatory fines or violations?
If any regulatory violations occur, they are disclosed by the regulator; no major fines have been reported publicly.
Where can I find real reviews about the service?
Real user reviews can be found on platforms like Google Reviews, Facebook, and local financial forums.
What are the main user complaints?
Common complaints include transaction delays, customer service response times, and ATM network availability.
What do users most often praise the service for?
Users praise personalized banking, competitive rates, and ease of access to branches and digital channels.
Are there issues with fund withdrawals?
Fund withdrawal issues are rare but may occur due to network outages or account verification delays.
Is the interface convenient according to users?
Users typically find digital and mobile banking interfaces straightforward and user-friendly.
Are clients satisfied with transaction speed?
Transaction speed in Kenyan banks is generally satisfactory; most payments are processed quickly.
Do users recommend this service?
Recommendation rates are generally positive; users appreciate local expertise and personalized service.
How do experts assess the service's reliability?
Financial analysts highlight secure banking practices, prudent lending, and regulatory compliance.
Are there industry awards and recognitions?
Credit Bank has received awards for SME banking and innovation; check press releases for up-to-date recognitions.
Does the service participate in payment system rankings?
Banks are typically ranked by financial publications in annual industry reports and surveys.
Are there recommendations from financial regulators?
Licensed banks operate under regulatory guidance; recommendations are issued periodically.
What reputation does the service have among partners?
The service maintains a strong reputation for partnership with local Kenyan merchants and SMEs.
How do they evaluate solution innovation?
Credit Bank is recognized for business banking innovations and digital transformation in Kenya.
Are there quality service certificates?
Most reputable banks hold quality service certificates such as ISO 9001 or equivalent.
Does the company participate in industry conferences?
Industry conference participation is routine for major Kenyan banks; executives often speak at local events.
How does the service position itself in the market?
Credit Bank positions itself as an innovative, customer-focused bank with strong SME and personal banking solutions.
Which fiat currencies does the service support?
The Kenyan Shilling (KES) is supported for all transactions; foreign currency services depend on individual accounts.
Are cryptocurrencies supported? Which ones specifically?
Cryptocurrency handling is generally not supported by Kenyan banks due to regulatory limitations.
Is there a proprietary cryptocurrency or token?
No proprietary cryptocurrency or token is available.
Can currencies be converted within the service?
Currency conversion is available for approved foreign exchange accounts inside the platform.
What exchange rates are used for conversion?
Exchange rates are sourced from the Central Bank and updated regularly for accuracy.
How often are exchange rates updated?
Rates are usually updated daily, and may change more frequently depending on market conditions.
Are stablecoins supported?
Stablecoin support is not available through Kenyan banking services due to regulations.
Can exotic currencies be handled?
Major global currencies may be available for exchange; exotic currencies are typically limited.
Are there currency restrictions in different countries?
Restrictions depend on local and international banking laws; Kenyan banks follow those set by the Central Bank and international regulators.
What types of transfers does the service support?
Supported transfers include bank-to-bank, card, mobile payments, wire transfers, and bill payments.
Can transfers be made between service users?
Peer-to-peer transfers are enabled between account holders via online and mobile banking.
Are transfers to bank cards supported?
Many banks support card transfers to locally-issued debit and credit cards.
Can money be transferred to bank accounts?
Money transfers to other bank accounts, both intra- and inter-bank, are standard practice.
Is bill payment available?
Bill payment features are supported, allowing payment for utilities, school fees, and other registered billers.
Are recurring payments supported?
Recurring payments can be set up for standing orders and periodic bills.
Can automatic transfers be set up?
Automated transfers can be configured for regular payments to accounts and creditors.
Is payment scheduling available?
Payment scheduling is available for both personal and business banking clients.
Are group payments supported?
Some platforms offer group payments or bill splitting for registered account holders.
Can payment links be created?
Payment link generation is available in some digital banking platforms for collections and service providers.
What are the minimum transaction amounts in the service?
Minimum transaction amounts vary by operation but generally start from KES 10 or equivalent.
What are the maximum amounts that can be transferred?
Maximum transfer limits depend on account type and regulatory requirements, typically up to several million KES.
Are there daily limits on operations?
Daily transaction limits are imposed to prevent fraud and are set based on account verification levels.
What monthly and annual limits are in effect?
Monthly and annual limits are in accordance with banking and AML/KYC regulations.
Can limits be increased? How?
Limits may be increased by request, subject to enhanced verification and compliance review.
Do limits differ for verified users?
Verified users receive higher transaction limits and broader platform functionality.
Are there restrictions for new accounts?
New accounts commonly have limited functionality pending full verification.
Do special limits apply in different countries?
Account limits may vary for cross-border operations depending on regulatory jurisdiction.
Can operations be temporarily blocked?
Temporary blocking is done for security, compliance checks, or suspected fraud.
Are there limits on the number of daily operations?
Some banks cap the number of transactions per day for security, especially high-value operations.
What are the minimum amounts for account funding?
Minimum deposit requirements vary, typically starting from KES 100 for personal accounts.
What methods of funding are supported?
Funding methods include cash deposit, mobile money, wire transfer, card deposit, and cheque.
Are there fees for funding?
Funding fees depend on the deposit method; cash deposits are usually free, while other channels may incur small fees.
What are the minimum funding amounts?
Minimum funding thresholds vary by channel but start around KES 100–500.
How quickly are funds credited when funding?
Funds deposited through cash or mobile money are credited nearly instantly; other methods may take 1–2 business days.
How can money be withdrawn from the system?
Withdrawals are enabled via bank counters, ATMs, mobile transfers, or online instructions.
Are there fees for fund withdrawal?
Withdrawal fees vary by method, with ATM and mobile withdrawals typically incurring modest charges.
How long does withdrawal take?
Most withdrawals are completed within minutes for ATMs and mobile transfers; wire transfers may take 1–2 business days.
What withdrawal limits are set?
Withdrawal limits are set per account type and channel, ranging from a few hundred to hundreds of thousands of KES daily.
How quickly are funds credited when funding with a card?
Card funding is generally instant or credited within the same business day.
How long does a bank transfer take?
Domestic bank transfers usually clear within 1–2 business days.
How quickly do cryptocurrency transfers arrive?
Not supported due to regulatory restrictions in Kenya.
Are transfers between users instant?
Internal transfers between service users are typically instant.
Are there delays when funding on weekends?
Weekend funding may be subject to delays if using non-automated channels; mobile and ATM deposits are usually immediate.
Do holidays affect funding speed?
National holidays may cause delays in funding via branches or wire transfers; automated services often remain operational.
Can crediting be accelerated for a fee?
Some banks offer express clearing for cheque deposits or wire transfers at an additional fee.
What determines the speed of funding processing?
Speed is affected by method, verification status, regulatory checks, and banking hours.
Are there notifications about funding status?
Funding status notifications are sent via SMS, email, or push notification in banking apps.
What to do if funding takes too long?
If funding is delayed, contact customer support and provide transaction details for investigation.
How quickly are withdrawal requests processed?
Withdrawal requests via ATMs and mobile money are instant; wire transfers may take longer.
How long does card withdrawal take?
Card withdrawals through ATMs are processed immediately.
How quickly do bank transfers arrive?
Bank transfers between Kenyan banks typically arrive within 1–2 business days.
Are cryptocurrency withdrawals instant?
Not supported in Kenyan banks due to regulatory policy.
Are there withdrawal delays on weekends?
Weekend processing delays can occur for withdrawals initiated via manual or branch-related channels.
Do holidays affect withdrawal speed?
Withdrawal processing may be delayed during public holidays when branches are closed.
Can withdrawal be accelerated for an additional fee?
Express withdrawal processing may be available for cheque or international wires at a fee.
What determines withdrawal processing time?
Processing time depends on verification, transaction type, banking hours, and channel.
Are there notifications about withdrawal status?
Withdrawal status updates are provided via SMS, email, or app notifications.
Can a withdrawal request be canceled?
Withdrawal cancellation is possible for pending transfers; once processed, reversal is subject to bank review.
How to register with the payment service?
Registration can be completed online, via mobile app, or in branch by providing identity and contact details.
What data is needed to create an account?
Required data includes name, national ID/passport, address, phone number, and email.
Can registration be done without email?
Registration typically requires an email for communication; some branches allow phone-only registration.
Is phone confirmation required during registration?
Most banks require phone confirmation via SMS code to secure account openings.
Are there age restrictions for registration?
Standard minimum age for account opening is 18, or legal age as defined by national laws.
Can a corporate account be created?
Corporate accounts are available; business registration documents and director information must be provided.
Is it required to provide real data?
Real personal and business data is required for regulatory and security reasons.
Are there country restrictions for registration?
Only Kenyan residents or those legally eligible may register for accounts.
How long does account activation take?
Account activation is usually completed within 1–2 business days after verification.
What verification levels exist?
Basic, enhanced, and corporate verification levels exist, each with documentation requirements.
What documents are required for basic verification?
National ID, passport, or driving license is required for basic verification.
Are documents needed for full verification?
Proof of address, tax ID, business registration documents for corporate accounts are required for full verification.
Are digital copies of documents accepted?
Digital copies are accepted for online registration, subject to quality and authenticity checks.
How long does the verification procedure take?
Verification typically takes 1–2 business days.
Can the service be used without verification?
Limited functionality is available without verification; full transactional capabilities require complete verification.
What restrictions apply to unverified users?
Unverified users have lower transaction limits and restricted access to financial services.
Is address confirmation required?
Address confirmation may be required for enhanced verification or large transactions.
Is a selfie with documents required?
Photo or selfie verification is requested for higher security accounts or remote onboarding.
How often do documents need to be updated?
Documents are reviewed at periodic intervals, especially if expired or upon account changes.
What encryption technologies does the service use?
Banks use SSL/TLS, AES encryption, and tokenization to secure client data and transactions.
Is two-factor authentication supported?
2FA is supported through SMS codes, authenticator apps, and email notifications.
Are there SMS confirmations for operations?
SMS confirmations are sent for key operations including login, transfers, and withdrawals.
Is biometric authentication supported?
Biometric login via fingerprint or facial recognition is typically supported on mobile platforms.
Is blockchain technology used?
Traditional banks in Kenya do not implement blockchain for payments as of August 2025.
Is there a multi-level security system?
Multi-layered security including encryption, 2FA, and fraud detection is standard.
How is user personal data protected?
User data is protected via encryption, access controls, secure databases, and regulatory compliance.
Is cold storage used for cryptocurrencies?
Crypto cold storage is not applicable since cryptocurrency operations are not supported.
Is there DDoS attack protection?
Banks invest in DDoS mitigation solutions to ensure service availability.
Are regular security audits conducted?
Security audits are performed regularly in compliance with local and international standards.
What anti-phishing protection measures are provided?
Anti-phishing training, customer alerts, and secure login procedures are implemented.
Is there a suspicious activity detection system?
Fraud monitoring, AML, and real-time alerts are used to detect suspicious activities.
How does the service combat money laundering?
AML protocols include transaction monitoring, customer verification, and regulatory reporting.
Is there blocking of suspicious accounts?
Banks block suspicious accounts pending further review and investigation to prevent illicit activity.
What to do when fraud is detected?
Contact customer support and the fraud department immediately; accounts are reviewed and may be suspended.
How to report suspicious activity?
Report via hotline, customer support email, or in-person at a branch.
Is there compensation for damage from fraudsters?
Compensation depends on investigation outcome and insurance policies; recovery is subject to regulatory review.
What user rights exist for disputed transactions?
Users can dispute transactions via formal complaints, which are investigated and resolved as per banking regulations.
How to dispute account blocking?
File a written or online request for review to the bank’s customer support team.
Is there insurance against cyber attacks?
Some banks obtain cyber insurance to cover incident response and financial losses.
What fees does the service charge for transfers?
Fees vary by transfer method, amount, and destination; outlined in the schedule of charges.
Are there fees for account funding?
Selected funding options incur small fees, especially for non-cash or third-party channels.
Are fees charged for fund withdrawal?
Withdrawal fees vary by method and are published in the bank’s tariff guide.
Are there fees for currency conversion?
Currency conversion incurs service charges and margins.
Are there fees for account inactivity?
Inactivity fees apply only to dormant accounts as per policy; active accounts are not penalized.
Are there account maintenance fees?
Account maintenance fees vary by product type and balance level.
Are fees charged for operation cancellation?
Banks may charge cancellation fees for reversed or voided operations, especially international payments.
Are there fees for expedited operations?
Express services or urgent wires incur higher fees.
Are there hidden fees?
Fee transparency is required; all fees should be disclosed in the bank’s fee schedule.
How are fees calculated for large amounts?
Large transaction fees are based on amount, verification level, and may include flat and percentage charges.
Are there different tariff plans in the service?
Tariff plans include personal, business, and premium account packages, each with unique fee structures.
What advantages does VIP status provide?
VIP clients receive priority support, higher limits, dedicated relationship managers, and preferential rates.
How to get preferential conditions?
Preferential conditions come with VIP or business account status, based on activity and balance criteria.
Are there free operations per month?
Banks may offer fee-free transfers or other operations up to certain thresholds for select account types.
Are there discounts for active users?
Discounts for active users are awarded through loyalty promotions or volume-based transaction tiers.
Are there corporate tariffs?
Corporate accounts have unique pricing with discounted rates for business transactions.
Can individual conditions be obtained?
Customized terms may be negotiated for high-value or VIP clients.
Do promotional codes work for fee reduction?
Promotional codes are occasionally distributed during campaigns for fee reductions.
Are there cashback programs?
Cashback on card usage and special promotions are available to reward customers.
Are there discounts for transaction volumes?
Volume-based discounts are offered to business clients depending on transaction frequency.
Is there an official mobile application?
Yes, Credit Bank has an official mobile banking app.
On which platforms is the application available?
The app is available on Android and iOS platforms.
What functions are available in the mobile application?
The app supports account management, payments, fund transfers, bill payment, statements, and branch locator features.
Does functionality differ from the web version?
Mobile apps may lack some advanced web features but support essential banking operations.
Is Touch ID/Face ID supported?
Biometric authentication such as Touch ID and Face ID is supported for login.
Can the application work offline?
Offline use is limited; most functions require an internet connection.
Are there push notifications about operations?
Push notifications for transaction alerts, account updates, and security notifications are enabled.
Is dark theme supported?
Most modern banking apps support dark mode for user convenience.
How often is the mobile application updated?
Updates are released monthly or quarterly to address security and feature enhancements.
Are there beta versions of the application?
Banks may offer beta versions for selected users during feature testing periods.
Is the web interface of the service convenient?
Users generally report convenient web interfaces with clear navigation and responsive design.
Is responsive design supported?
Responsive web design is implemented for compatibility with mobile and desktop devices.
In which languages is the interface available?
English and Kiswahili are typically supported.
Is there a night mode for the website?
Dark/night mode is available on most updated web platforms.
Are hotkeys supported?
Some banking interfaces support keyboard shortcuts for faster navigation.
Can data be exported?
Transaction history, account statements, and reports can be exported in PDF or Excel formats.
Is there an API for developers?
Developer APIs may be available for business clients upon request.
Is integration with other services supported?
Integration with accounting, payment gateway, and payroll systems is supported for businesses.
How often is the web interface updated?
The web interface is regularly updated, commonly every quarter.
Are there virtual cards in the service?
Virtual card issuance and management may be offered for online payments.
Can disposable cards be created?
Some banks issue disposable or single-use cards for enhanced security.
Is multi-currency account functionality supported?
Multi-currency accounts are available for business and premium clients.
Are there investment products?
Investment products including fixed deposits, savings accounts, and government bonds are offered.
Can interest be earned on balance?
Interest is earned on savings and select account balances.
Are there credit products?
Personal loans, business loans, mortgages, and overdraft facilities are available.
Is P2P trading supported?
Peer-to-peer trading is generally not available on traditional Kenyan bank platforms.
Can cryptocurrencies be bought/sold?
Cryptocurrency exchange and trading is not permitted due to current regulations.
Is there acquiring for business?
Merchant acquiring (POS terminals, payment gateway) is available for business clients.
Are mass payouts supported?
Bulk payment and payroll services are offered to business and SME clients.
Is there a loyalty program in the service?
Most banks operate loyalty programs offering rewards and benefits for active clients.
How are bonus points earned?
Points are earned through account activity, card usage, and promotional campaigns.
Is there cashback for operations?
Cashback is available for selected card operations and targeted promotions.
Are there referral programs?
Referral programs reward clients for bringing new customers to the bank.
What privileges do VIP clients have?
VIP clients enjoy priority service, higher limits, personalized advice, and exclusive offers.
Are there seasonal promotions and offers?
Banks regularly run seasonal campaigns with promotions and special rates.
Can premium status be obtained?
Premium or VIP status is obtained by meeting balance, activity, or loyalty program criteria.
Are there partner discounts?
Banks collaborate with merchants and service providers for exclusive client discounts.
Are there corporate loyalty programs?
Corporate clients can participate in business loyalty and reward schemes.
Does the service allow operations with online casinos?
Most Kenyan banks prohibit online gambling transactions as per regulatory guidance.
Are there restrictions on gambling transactions?
Strict regulations limit or block gambling-related transactions on banking channels.
Can accounts be blocked for casino play?
Accounts may be suspended or blocked if gambling activities are detected, per compliance rules.
How does the service view gambling?
Banks typically discourage or prohibit transactions to online gambling platforms.
Are there special conditions for gambling?
Gambling transactions are banned or restricted in accordance with Kenyan law.
Are casino transactions tracked?
Banks monitor and report gambling transactions for compliance and risk assessment.
Can operations with gambling sites be hidden?
Gambling-related transactions cannot be concealed as banks monitor for regulatory compliance.
Are there notifications about gambling expenses?
Alerts for unusual account activity, including gambling, may be issued by the bank.
Are there special fees for gambling operations?
Gambling transactions are generally blocked; special fees are not applied.
Can limits be set on gambling?
Gambling transaction limits are set to zero by default or restricted by law.
Is there a self-exclusion function?
Banks do not typically offer self-exclusion for gambling; clients must seek help via support channels.
Can access to gambling sites be restricted?
Internet banking does not permit access to restricted gambling merchants.
Is gambling expense control supported?
Expense tracking may be configured, but gambling transactions are usually restricted.
Are there notifications about limit exceedance?
Alerts for spending or transaction limits are standard bank features.
Can operations with casinos be blocked?
Gambling transactions are automatically blocked as per compliance policies.
Is there gambling expense statistics?
Expense analytics is available for permitted merchant categories, excluding gambling.
Is a "cooling-off period" supported?
Banking platforms do not offer cooling-off periods specifically for gambling transactions.
Can help be obtained for gambling addiction?
Customers can request resources or referral to external support organizations.
Is there partnership with player assistance organizations?
Some banks cooperate with consumer protection agencies, but not directly with gambling support groups.
How to set up gambling expense notifications?
Expense notifications can be set up for approved transaction categories, but gambling notifications are not applicable.
Which online casinos accept this payment method?
Online gambling payments are restricted or blocked through Kenyan bank services.
Are there exclusive partnerships with specific casinos?
Credit Bank and similar banks do not advertise partnerships with online casinos.
Do conditions differ when used in different casinos?
All casino payments are typically blocked due to regulatory policy.
Are there special bonuses for using this method in casinos?
No casino-specific bonuses are available.
Can the method be used for both deposits and withdrawals in casinos?
Online casino transactions are prohibited.
Are there geographic restrictions for casino usage?
Casino usage is restricted throughout Kenya per regulatory direction.
How do casino operators typically process transactions from this method?
Banks do not permit processing of gambling transactions.
Are there typical processing times when used with casinos?
Not applicable as gambling transactions are blocked.
Do casinos usually charge additional fees for this method?
Not applicable.
Are there any known compatibility issues with major casino platforms?
Banking platforms are not compatible with online gambling payments in Kenya.