What is the official website of the payment service?
https://www.primebank.co.ke
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Where can I find the customer support contacts?
Customer support contacts are listed on the Contact Us page of the official website.
What is the hotline phone number?
+254 20 4203000
Is there a toll-free support number?
Prime Bank Kenya does not publicly list a toll-free support number; customers typically use main or branch lines.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
Banks often provide dedicated emails for specific departments such as loans, compliance, and card services; check the website or contact directly for details.
Where can I find the online chat support?
Online chat support is commonly located on the bank’s website, either as a floating icon or within the Contact Us section if available.
Does the chat support work 24/7?
Most bank-operated chats are available during standard business hours; after-hours support may be limited to automated responses.
Is there support through messengers (Telegram, WhatsApp)?
Some banks offer WhatsApp support; for Prime Bank Kenya, check the website or branch for specifics.
What are the support working hours?
Customer service is typically available during business hours, often 8:00–17:00 local time Monday to Friday.
Does support work on weekends and holidays?
Some branches offer limited support on weekends; availability during holidays varies, often closed on national holidays.
Are there regional offices for in-person visits?
Prime Bank Kenya operates branch offices throughout Kenya for face-to-face customer service.
Where are the physical offices located?
The head office is in Nairobi; additional branches are situated in major towns and cities across Kenya.
Can I schedule a personal meeting?
Most banks allow personal appointment scheduling through customer service or via their website or branches.
Are there representatives in different countries?
Regional commercial banks typically do not maintain international offices; international support may be limited to partnerships.
In which languages is support available?
Support is usually offered in English and Swahili, with possible assistance in additional local languages.
How quickly does support respond to requests?
Customer service in banks commonly responds within one business day for emails and more quickly via phone.
Is there a priority system for VIP clients?
VIP and premium banking customers typically receive expedited or priority support through dedicated teams.
Can I request a callback?
Banks often provide a callback request option via their website, phone system, or at branches.
When was the payment service founded?
Prime Bank Kenya was established in 1992.
Who is the founder and owner of the service?
Prime Bank Kenya is affiliated with the Prime Bank Group, originated by leading business families in the region.
What is the development history of the payment service?
Since its founding in 1992, Prime Bank has expanded its branch network, technology, and product offering in Kenya and regionally.
Have there been major updates or rebranding?
Financial institutions periodically update branding and product lines; check recent press releases for specifics.
Who sits on the company's board of directors?
Board members are typically listed on the bank’s website or annual reports, including leading regional business figures.
Are there investors or partners in the service?
Major banks may have strategic partners, institutional investors, and correspondent banking relationships.
Does the company participate in stock trading?
Prime Bank Kenya is a privately held institution and is not publicly listed.
What is the company's market capitalization?
Market capitalization is applicable to publicly traded firms; Prime Bank is privately owned, so no market cap is published.
Are there subsidiary companies or branches?
Prime Bank Kenya operates branches across Kenya and may have related financial subsidiaries.
What licenses does the payment service have?
Licensed by the Central Bank of Kenya for banking and payment services.
In which jurisdictions does the service operate officially?
Prime Bank operates officially within Kenya under regulatory approval.
Are there licenses for cryptocurrency operations?
Prime Bank Kenya does not publicly offer cryptocurrency services or hold crypto-specific licenses.
Does the service comply with AML/KYC requirements?
All regulated banks comply with Anti-Money Laundering and Know Your Customer regulations.
Are there security certificates (PCI DSS, etc.)?
Industry-standard banks comply with security standards such as PCI DSS for card data and ISO for operational risk.
Has the service undergone security audits?
Licensed banks routinely undergo internal and external security and compliance audits.
Is there insurance for client funds?
Deposits are protected under national deposit insurance schemes up to specified limits.
Which international standards does it comply with?
Banks adhere to standards such as PCI DSS, ISO/IEC 27001, and FATF recommendations.
Have there been any regulatory fines or violations?
Regulatory actions are typically publicized; check Central Bank reports for recent fines or violations.
Where can I find real reviews about the service?
User reviews are available on Google Maps, Facebook, consumer forums, and banking review sites.
What are the main user complaints?
Common complaints include delays in service, transaction fees, and customer support responsiveness.
What do users most often praise the service for?
Customers frequently praise efficient branch service, robust digital banking, and reliability.
Are there issues with fund withdrawals?
Withdrawal issues may arise due to system downtimes or compliance checks but are generally resolved promptly.
Is the interface convenient according to users?
Online and mobile interfaces are generally considered user-friendly, with intuitive navigation.
Are clients satisfied with transaction speed?
Most users find transaction speed acceptable, though occasional delays can occur during peak times or upgrades.
Do users recommend this service?
A significant portion of users recommend Prime Bank and other leading Kenyan banks for routine transactions.
How do experts assess the service's reliability?
Financial analysts assess Prime Bank as secure and reliable due to regulatory oversight and established operations.
Are there industry awards and recognitions?
Prime Bank Kenya has earned industry honors for banking performance and innovation; check bank press releases.
Does the service participate in payment system rankings?
Kenyan banks appear in local and regional financial sector rankings from media and industry bodies.
Are there recommendations from financial regulators?
Regulators endorse licensees who maintain compliance and best practice; published guidelines highlight trusted institutions.
What reputation does the service have among partners?
Prime Bank is respected among Kenyan business partners for reliability and professionalism.
How do they evaluate solution innovation?
Prime Bank and similar banks are commended for introducing digital channels and mobile banking innovations.
Are there quality service certificates?
Major banks hold certifications such as ISO for service quality, data security, and operational management.
Does the company participate in industry conferences?
Prime Bank participates in banking, fintech, and investor conferences locally and regionally.
How does the service position itself in the market?
Prime Bank positions as a customer-oriented bank offering convenient digital and branch banking solutions.
Which fiat currencies does the service support?
Supported currencies include Kenyan shilling (KES) and major international currencies like USD, EUR, GBP.
Are cryptocurrencies supported? Which ones specifically?
Prime Bank Kenya does not currently support cryptocurrency services.
Is there a proprietary cryptocurrency or token?
There is no proprietary cryptocurrency or token associated with Prime Bank Kenya.
Can currencies be converted within the service?
Banks offer currency conversion for supported currencies via forex services at branches and some online platforms.
What exchange rates are used for conversion?
Conversion rates utilize prevailing interbank exchange rates with a margin set by the bank.
How often are exchange rates updated?
Exchange rates are updated daily or as market fluctuations warrant.
Are stablecoins supported?
Stablecoin services are not currently provided by Prime Bank Kenya.
Can exotic currencies be handled?
Exotic currency conversion may be offered depending on the currency and transaction amount.
Are there currency restrictions in different countries?
Currency regulations vary by jurisdiction, with limits and restrictions per country’s financial laws.
What types of transfers does the service support?
Transfers include local and international wire transfers, mobile money, and interbank transactions.
Can transfers be made between service users?
Banks typically allow account-to-account transfers within their own system.
Are transfers to bank cards supported?
Transfers to bank-issued cards are available through in-branch services and ATMs.
Can money be transferred to bank accounts?
Yes, money transfers to local or international bank accounts are commonly supported.
Is bill payment available?
Bill payments, including utilities and mobile airtime, are supported through online banking and at branches.
Are recurring payments supported?
Recurring payments such as standing orders can be set up for regular bills and transfers.
Can automatic transfers be set up?
Automated transfers can be configured via online banking or at a branch.
Is payment scheduling available?
Payment scheduling for future transactions is usually available via online banking services.
Are group payments supported?
Group payment and splitting options are emerging; check for updates on specific product availability.
Can payment links be created?
Payment links are typically available in digital wallets; traditional banks may offer them via merchant services.
What are the minimum transaction amounts in the service?
Minimums vary by transaction type; domestic transfers may start at KES 10; check with the bank for specifics.
What are the maximum amounts that can be transferred?
Maximum transfer limits depend on verification, transaction type, and country regulations.
Are there daily limits on operations?
Daily transaction limits apply based on account type and verification level.
What monthly and annual limits are in effect?
Monthly and annual caps are determined by account and regulatory policies.
Can limits be increased? How?
Account holders may request increased limits by providing additional verification and documentation.
Do limits differ for verified users?
Verified users enjoy higher transaction limits compared to those with basic verification.
Are there restrictions for new accounts?
New accounts are subject to stricter limits until full verification is completed.
Do special limits apply in different countries?
Transaction caps can vary by country due to local regulatory requirements.
Can operations be temporarily blocked?
Accounts may be temporarily blocked for security, compliance investigations, or fraud suspicion.
Are there limits on the number of daily operations?
There may be a cap on daily transaction count based on risk management policies.
What are the minimum amounts for account funding?
Minimum deposit amounts may start from KES 100 or equivalent; check account documentation.
What methods of funding are supported?
Funding methods include cash deposit, direct bank transfer, card payments, and mobile wallet top-ups.
Are there fees for funding?
Funding fees depend on method chosen, e.g. none for cash, standard charges for card or mobile payments.
What are the minimum funding amounts?
Minimum funding amount varies by banking product; low for personal accounts, higher for business users.
How quickly are funds credited when funding?
Funds are typically credited instantly or within one business day, depending on method and bank cut-off times.
How can money be withdrawn from the system?
Withdrawals can be made via cash at branch, ATMs, or electronic transfer to another account.
Are there fees for fund withdrawal?
Withdrawal fees vary by channel and method; bank fee schedules outline costs upfront.
How long does withdrawal take?
Withdrawal times range from instant (ATM/cash) to 1–2 business days (interbank or mobile wallet).
What withdrawal limits are set?
Limits depend on verification status, account type, and regulatory requirements.
How quickly are funds credited when funding with a card?
Card funding is generally processed instantly or within one business day.
How long does a bank transfer take?
Domestic bank transfers typically process within the same or next working day.
How quickly do cryptocurrency transfers arrive?
Cryptocurrency services are not supported by Prime Bank Kenya.
Are transfers between users instant?
Internal transfers within the bank are usually immediate.
Are there delays when funding on weekends?
Weekend funding can experience delays, especially for transfers; ATM and some mobile channels remain instant.
Do holidays affect funding speed?
Public holidays may delay funding and settlement times for non-automated transactions.
Can crediting be accelerated for a fee?
Some banks offer express processing for selected services at an extra charge.
What determines the speed of funding processing?
Processing speed depends on funding method, bank processing times, and regulatory checks.
Are there notifications about funding status?
Status notifications are sent via SMS, email, or app, depending on user settings and transaction type.
What to do if funding takes too long?
Contact support through official hotline, branch, or email with transaction details for investigation.
How quickly are withdrawal requests processed?
Withdrawal requests are typically processed within the same business day unless compliance review is required.
How long does card withdrawal take?
ATM withdrawals are immediate; branch cash withdrawals are processed promptly during business hours.
How quickly do bank transfers arrive?
Local transfers arrive within 1–2 days; international transfers may take several days depending on processing.
Are cryptocurrency withdrawals instant?
Cryptocurrency withdrawal is not available from Prime Bank Kenya.
Are there withdrawal delays on weekends?
Weekend processing delays may affect withdrawal channels outside of ATMs and automated platforms.
Do holidays affect withdrawal speed?
Withdrawals are subject to delays on public holidays for transactions requiring manual approval.
Can withdrawal be accelerated for an additional fee?
Express withdrawal may be available for certain methods with applicable fees.
What determines withdrawal processing time?
Withdrawal speed is affected by method, verification, compliance checks, and banking hours.
Are there notifications about withdrawal status?
Notifications on withdrawal status are commonly sent via SMS, email, and app alerts.
Can a withdrawal request be canceled?
Cancellation is allowed before processing; contact support or use online banking functions promptly.
How to register with the payment service?
Registration requires visiting a branch or using online onboarding with submission of personal data.
What data is needed to create an account?
Account creation requests personal details, ID, proof of address, and contact information.
Can registration be done without email?
Registration without an email may be possible at a branch, but online setup usually needs an email.
Is phone confirmation required during registration?
Most banks require phone confirmation for identity verification during online registration.
Are there age restrictions for registration?
Minimum age of 18 applies for most banking services unless minor accounts are offered.
Can a corporate account be created?
Corporate account setup is available for businesses, requiring corporate documents and directors’ info.
Is it required to provide real data?
Banks require real identity and current personal data for account creation per KYC rules.
Are there country restrictions for registration?
Non-Kenyan residents may face restrictions and extra documentation to open accounts.
How long does account activation take?
Account activation may take immediate effect for basic accounts or up to several days for verification.
What verification levels exist?
Levels include basic, standard, and enhanced (for business or high-value accounts).
What documents are required for basic verification?
Basic verification requires valid national ID or passport and proof of address.
Are documents needed for full verification?
Enhanced verification requires additional documents such as business registration, director details, and possible financial statements.
Are digital copies of documents accepted?
Digital copies are accepted for initial verification, though originals may be required in person.
How long does the verification procedure take?
Verification typically takes 1–5 business days depending on compliance complexity.
Can the service be used without verification?
Unverified accounts can perform limited operations with capped amounts.
What restrictions apply to unverified users?
Restrictions include low transaction limits, inability to withdraw or transfer externally, and limited account access.
Is address confirmation required?
Address confirmation is required for full account activation via accepted documents.
Is a selfie with documents required?
Selfie verification may be requested for remote onboarding depending on security procedures.
How often do documents need to be updated?
Documents are updated when expired or upon regulatory changes or significant account amendments.
What encryption technologies does the service use?
Financial institutions deploy SSL/TLS encryption, database encryption, and secure APIs.
Is two-factor authentication supported?
Two-factor authentication is supported for online and mobile banking access.
Are there SMS confirmations for operations?
Banks offer SMS confirmations for login, transactions, and security events.
Is biometric authentication supported?
Biometric login such as fingerprint or facial recognition is available in mobile apps and some ATMs.
Is blockchain technology used?
Prime Bank Kenya does not currently use blockchain technology for consumer operations.
Is there a multi-level security system?
Security comprises multi-factor authentication, layered access, and transaction monitoring.
How is user personal data protected?
Personal data is protected with encryption, restricted access, and compliance with data privacy regulations.
Is cold storage used for cryptocurrencies?
Cold storage is not relevant as Prime Bank does not offer crypto services.
Is there DDoS attack protection?
Banks employ anti-DDoS tools to defend online platforms from service disruption.
Are regular security audits conducted?
Security audits are conducted regularly by internal teams and external assessors.
What anti-phishing protection measures are provided?
Sites feature anti-phishing education, email verification, and transaction monitoring safeguards.
Is there a suspicious activity detection system?
Advanced fraud detection and transaction monitoring software detect suspicious activities.
How does the service combat money laundering?
Comprehensive AML procedures include robust client checks, monitoring, and controls.
Is there blocking of suspicious accounts?
Suspicious accounts are swiftly blocked pending investigation as per regulatory requirements.
What to do when fraud is detected?
Operators freeze accounts and users should contact support immediately; investigations follow regulatory processes.
How to report suspicious activity?
Suspicious activity can be reported directly to support teams via email, phone, or branch.
Is there compensation for damage from fraudsters?
Reimbursement is considered on a case-by-case basis following investigation and insurance coverage policies.
What user rights exist for disputed transactions?
Users may file disputes for erroneous or fraudulent transactions via official forms or support.
How to dispute account blocking?
Appeals may be submitted to the bank’s compliance or customer service for review and resolution.
Is there insurance against cyber attacks?
Cyber insurance is held by most reputable financial institutions for liability and recovery.
What fees does the service charge for transfers?
Transfers incur standard bank fees based on amount, type, and recipient.
Are there fees for account funding?
Most banks do not charge for cash funding; fees may apply for card or mobile wallet deposits.
Are fees charged for fund withdrawal?
Withdrawal fees are outlined in the bank’s schedule, differing by ATM, branch, or transfer channel.
Are there fees for currency conversion?
Currency conversion incurs a margin or set percentage in fee according to the exchange table.
Are there fees for account inactivity?
Account inactivity fees may apply after a prolonged dormant period; see bank terms for details.
Are there account maintenance fees?
Account maintenance fees vary; personal accounts may have nominal or waived fees, while business accounts incur more.
Are fees charged for operation cancellation?
Cancelled operations may incur fees if processed or scheduled; refer to bank’s terms.
Are there hidden fees?
Fee structures are disclosed transparently on the website and in agreements per financial regulations.
How are fees calculated for large amounts?
Large transfers may incur higher fixed or percentage fees; banks disclose calculations upon request.
Are there different tariff plans in the service?
Tariff plans vary by account type: basic, premium, business, and may include bundled service packages.
What advantages does VIP status provide?
VIP customers enjoy prioritized support, higher limits, exclusive products, and enhanced rewards.
How to get preferential conditions?
Preferential terms are offered to high-net-worth and business clients upon meeting qualification criteria.
Are there free operations per month?
Limited free operations may be included in standard accounts or as part of promotions.
Are there discounts for active users?
Active transactional users may receive transaction fee rebates or bonus offers.
Are there corporate tariffs?
Corporate accounts have tailored fee structures with bundled transactions and dedicated support.
Can individual conditions be obtained?
Individualized terms are provided for large clients, subject to negotiation and approval.
Do promotional codes work for fee reduction?
Promo codes for fee reductions may be available during marketing campaigns.
Are there cashback programs?
Cashback is available via selected card products for eligible transaction categories.
Are there discounts for transaction volumes?
Volume-based discounts may apply for business or high-activity accounts.
Is there an official mobile application?
Yes, Prime Bank Kenya offers a mobile banking application.
On which platforms is the application available?
Available for Android and iOS devices.
What functions are available in the mobile application?
Features include balance checks, payments, transfers, bill payments, and account management.
Does functionality differ from the web version?
Mobile app may offer limited functions compared to full web platform; most essential functions are available.
Is Touch ID/Face ID supported?
Biometric authentication is supported on compatible devices for login.
Can the application work offline?
Offline use is typically limited to viewing cached data; online access is required for transactions.
Are there push notifications about operations?
Push notifications for transactions, logins, and alerts are supported in the app.
Is dark theme supported?
Many banking apps support dark mode and accessibility themes.
How often is the mobile application updated?
Mobile banking apps are updated regularly for security and feature enhancements, typically every few months.
Are there beta versions of the application?
Some banks offer beta or early access programs for new app features and updates.
Is the web interface of the service convenient?
Web platforms are designed for efficiency with user-friendly layouts and navigation.
Is responsive design supported?
Responsive design ensures optimal viewing on mobile devices and tablets.
In which languages is the interface available?
Main interface languages are English and Swahili.
Is there a night mode for the website?
Dark mode/night theme may be offered in the web interface for improved accessibility.
Are hotkeys supported?
Advanced online banking platforms offer keyboard shortcuts for common functions.
Can data be exported?
Account statements and transaction histories can be exported in formats such as PDF or CSV.
Is there an API for developers?
Some banks provide APIs for partners and business clients; check official documentation.
Is integration with other services supported?
Integration with accounting, ERP, and merchant solutions is available via APIs and platforms.
How often is the web interface updated?
Web platform updates occur regularly to improve security, features, and user experience.
Are there virtual cards in the service?
Virtual card issuance is available for online transactions and enhanced security.
Can disposable cards be created?
Disposable or single-use cards may be offered for secure online purchases.
Is multi-currency account functionality supported?
Multi-currency accounts may be available for business and premium clients.
Are there investment products?
Investment options such as fixed deposit, treasury bills, and unit trusts are offered.
Can interest be earned on balance?
Interest accrues on eligible savings and fixed deposit accounts.
Are there credit products?
Loan products include personal loans, overdrafts, and mortgages.
Is P2P trading supported?
Peer-to-peer trading features are not standard; dedicated platforms may offer these via integration.
Can cryptocurrencies be bought/sold?
Prime Bank Kenya does not currently offer cryptocurrency exchange services.
Is there acquiring for business?
Merchant acquiring services for payment acceptance are available for business customers.
Are mass payouts supported?
Mass payout and bulk payment solutions are available for businesses.
Is there a loyalty program in the service?
Loyalty and reward programs are offered through select card products and promotions.
How are bonus points earned?
Bonus points are earned through eligible card transactions and program participation.
Is there cashback for operations?
Cashback is offered on select transactions, card purchases, or bill payments.
Are there referral programs?
Referral programs reward customers and new users with bonuses for successful account openings.
What privileges do VIP clients have?
VIPs gain priority service, higher limits, exclusive rates, and personal account managers.
Are there seasonal promotions and offers?
Seasonal and special offers are frequently promoted for products like loans and savings.
Can premium status be obtained?
Premium account upgrades are available upon meeting balance or transaction criteria.
Are there partner discounts?
Partner discounts are available through co-branded cards and merchant alliances.
Are there corporate loyalty programs?
Loyalty programs for businesses may include volume discounts, dedicated support, or partner offers.
Does the service allow operations with online casinos?
Most regulated banks prohibit direct transactions to or from online casinos.
Are there restrictions on gambling transactions?
Gambling transactions are restricted or blocked in line with Kenyan regulatory requirements.
Can accounts be blocked for casino play?
Accounts may be blocked for violating gambling transaction terms specified by the bank.
How does the service view gambling?
Banks adhere to national law and typically restrict or prohibit gambling-related payments.
Are there special conditions for gambling?
Special terms may exist for legal gaming operators, but retail client access is restricted.
Are casino transactions tracked?
Bank systems monitor and may flag or block gambling-related activity.
Can operations with gambling sites be hidden?
All banking transactions are recorded; hiding gambling payments is not permitted.
Are there notifications about gambling expenses?
Some banks provide classified transaction alerts; gambling spending alerts may not be standard.
Are there special fees for gambling operations?
Extra fees may apply based on transaction classification or risk-level.
Can limits be set on gambling?
Spending or transfer limits can be configured for risk categories including gambling.
Is there a self-exclusion function?
Self-exclusion from gambling transactions may be supported through branch request.
Can access to gambling sites be restricted?
Access is controlled at transaction level; banks block payments to prohibited merchants.
Is gambling expense control supported?
Budgeting tools may be available to track spending and set limits for different categories.
Are there notifications about limit exceedance?
Alerts are sent when set transaction or spending limits are exceeded.
Can operations with casinos be blocked?
Banks can block transactions to known casino merchants as part of compliance.
Is there gambling expense statistics?
Spend analytics tools may help track expenditures across categories, including gambling.
Is a "cooling-off period" supported?
"Cooling-off" features may be implemented for self-management of risk spending.
Can help be obtained for gambling addiction?
Assistance is available through financial counseling referrals or external organizations.
Is there partnership with player assistance organizations?
Some banks partner with local addiction support organizations for client referrals.
How to set up gambling expense notifications?
Notifications can be configured via online banking or by contacting customer support.
Which online casinos accept this payment method?
Prime Bank payment services are generally not accepted by online casinos due to regulatory restrictions.
Are there exclusive partnerships with specific casinos?
Prime Bank does not publicly endorse partnerships with any casino operators.
Do conditions differ when used in different casinos?
Bank policy and national law dictate that terms do not favor any specific casino.
Are there special bonuses for using this method in casinos?
No casino-specific promotions are available via Prime Bank payment methods.
Can the method be used for both deposits and withdrawals in casinos?
Bank platforms do not generally support deposit or withdrawal transactions to/from casino merchants.
Are there geographic restrictions for casino usage?
Kenyan law restricts or prohibits online gambling, impacting banking instructions for casino sites.
How do casino operators typically process transactions from this method?
Such transactions are not processed due to banking policy and regulation.
Are there typical processing times when used with casinos?
Casino payment processing times are not applicable for Prime Bank Kenya.
Do casinos usually charge additional fees for this method?
No fees are charged by casinos for Prime Bank transactions due to non-acceptance.
Are there any known compatibility issues with major casino platforms?
Compatibility is not relevant due to transactional prohibitions for casino accounts.