1. How do I access NIC Online Banking?
Use the link: www.nic-bank.com/
You then click on NOW ONLINE BANKING to log in
2.How do I log into NIC Online Banking? You are required to type in your;
User ID (always typed in uppercase)
OTP (One Time Password) generated from the token (physical token or ACTIVID app)
3. What is a physical token?
This is a pocket-sized authentication device that allows customers to access NIC Online .The token generates random 8-digit number used as use as login password whenever one needs to login. It does not hold any personal or financial information about the user. The token enhances online banking security.
4. What is a soft token?
It is an application (app) or software installed on handsets or Windows PCs for generation of the 8-digit OTP for login. It is available on APP stores as ACTIVID (ActiveID HID Token) and needs to be setup once downloaded. For its activation contact you can call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customer.care@nic-bank.com or visit any of our branches closest to you for assistance.
5. Is the user ID Case sensitive (capital or lower case sensitive)?
Yes. User ID must be UPPER CASE.
6. Why should I use Online Banking?
It is cost effective and you can carry out many transactions at your convenience 24/7 anywhere anytime. For example you can view balances ,request statement , make payments via RTGS or EFTS, transfer money from Bank to MPESA and MPESA to Bank and so much more. You can also decide to choose a view only profile or transacting profile. You can also update your profile from viewing to transacting anytime you wish.
7. What are some of the capabilities of NIC Online that a corporate user may want to know about?
- Ability to process Bulk EFT, RTGS and MPESA payments. It has payment options such as: PAYE and iTax payments, MPESA, EFT, RTGS and International Transfers.
- One can view and download accounts and loan statements online.
- Bankers Cheque Requests/Cheque Stoppage/Credit Cards Repayments.
- Ability process Bulk EFT, RTGS and MPESA payments.
- Retrieval of Payment Remittances: Debit and swift advices.
8. What is a beneficiary?
A beneficiary is a one-off template which you complete containing all the details of the person you intend to pay and have them stored in our system so that whenever you need to pay the person, you just select from a drop down list instead of re-entering the details.
9. What is the benefit of having a beneficiary?
The beneficiary template gives you added security. It ensures that you do not pay the wrong people. In addition, it saves you time when making payments as you don’t need to worry about re-typing or re-entering the details of the people you are paying.
10. What types of payment can I make via NIC Online?
- Inter account transfers – between your own accounts in NIC Bank
- Internal Transfers – paying a third party within NIC bank
- Mobile Money Transfer Service (MMTS) – Sending money from account to M-PESA
- Domestic EFT – this is a Kenya Shilling Payment to another bank
- Real Time Gross Settlement (RTGS) transfers – This is a same day transfer to another bank in any currency.
- International Transfers – These are payments out of Kenya in foreign currencies.
- Bill payments – these are payments for Credit Cards/Petty cash/Bankers Cheque/NIC Securities Share Trading.
- Standing Orders are also available ONLY for retail customers
- Tax payments/iTax
11. Where do I find help if my token is locked.
You can call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customer.care@nic-bank.com or the NIC Online banking team via email niconline@nic-bank.com for assistance with unlocking the token.
12. What causes Authentication Error?
Authentication error is usually caused by one of the following:
- Entering wrong user ID or typing the userID in lowercase or using wrong PIN to generate OTP on soft token. All userIDs should be typed in capital letters and all customers should use correct PIN at all times to generate OTP.
- Browser Cookies. These can be deleted by selecting CRTL+SHIFT+DEL keys together to delete cookies and temporary files then initiate a new session using ALT+F keys then type the website address nic-bank.com/now to login
- If still stuck, you can call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customercare@nic-bank.com or the NIC Online banking team via email niconline@nic-bank.com for further assistance.
13. What do I do if I see the error “Record Locked by User”?
Contact Online Banking team for assistance via the email niconline@nic-bank.com or call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customer.care@nic-bank.com for further assistance.
14. Can I get a debit advice/swift advice if my beneficiary requires one?
Yes, go to Accounts Module, click on Debit Advice, type/paste the reference for the transfer whose advice you require and click FIND.
15. When I make a payment now, when will I see the entry in my account?
All incoming and outgoing payments are visible immediately as the system is Real-Time.
16. I am a client who does not live in Kenya, when can I access the system?
The system is accessible 24/7/365. System is available throughout.
17. Can I now use my Mozilla or Safari or Google Chrome?
Yes you can.
18. Can I access the new NIC Online on my phone?
Yes, the NIC Online system can be accessed through major browsers including; Internet Explorer, Mozilla Firefox, Safari, Google Chrome. Contact the NIC online team if you are not sure that your browser is compatible by sending an email to niconline@nic-bank.com or customer.care@nic-bank.com
19. Why must I create a beneficiary when I want to pay someone just once?
This is one of the measures the bank has taken to safeguard your transactions. Creating beneficiaries ensures that you are sending money to the right/approved person.
20. I can only remember my old bank account number; will the system allow me to use it?
Yes. The system keeps both your old and new accounts hence they can be used interchangeably.
21. I am not interested in transacting on my account. I am only interested in having statements of my accounts. Is this possible?
Yes, it’s possible to have a ‘view only’ profile which does not allow you to transact. On the Home Module, you can have a snap shot of all your accounts arranged as follows: local accounts, then foreign accounts, then Deposits (fixed and/or call) and lastly loans. This gives you on one page the summary of your accounts with us. And under Accounts Module you can view and download account and loan statements.
22. How do I use a NEW token?
- Switch on the token by pressing the OK button. Enter PIN will be displayed on the token’s screen.
- Enter Static Pin No. 1254 the First time.
- Enter NEW PIN of your choice (4 Digits non-consecutive digits) and confirm.
- Press the OK button
- When you get a response e.g. 09210101 type the response in the OTP part of the bank’s log in page
- Click Sign In ONCE to gain access.
23. What if I can’t remember my user ID?
This means you will not be able log in and will therefore need to contact the bank for assistance. You can call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customer.care@nic-bank.com or the NIC Online banking team via email niconline@nic-bank.com or get in touch with your Relationship Manager . You can also visit any of our branches country wide and seek assistance from the customer service team.
24. Where do I find help if am stuck?
You can call our Customer Contact Centre on +254 711 041 111 /+254 2888217/customer.care@nic-bank.com or the NIC Online banking team via email niconline@nic-bank.com or get in touch with your Relationship Manager . You can also visit any of our branches country wide and seek assistance from the customer service team.
25. Am not enrolled on NIC Online Banking, How do I subscribe/sign up?
You will need to fill in online banking forms to be setup for online banking. Just send an email to niconline@nic-bank.com / customer.care@nic-bank.com or call the Customer Contact Centre on +254 711 041 111 /+254 2888217 or contact your Relationship Manager or visit any of our branches.
26. I need to make a transfer to a local or International bank but I do not have the bank codes or SWIFT codes. Where do I get these details?
On the homepage of the bank: www.nic-bank.com under Downloads, you can access and /or download all our Kenya, Uganda and Tanzania bank and SWIFT codes. When making an international payments ensure to get this information from the intended recipients/beneficiary.
27. Is the NIC online system secure?
NIC Online Banking is very secure as it uses the latest security for financial systems. However, we urge you to ensure that you DO NOT SHARE your online log in credentials with anyone. Guard your credentials and report any suspicious communication to customer.care@nic-bank.com or niconline@nic-bank.com
28. What is the cost of accessing Online Banking?
NIC Bank has waived the cost of joining as well as viewing statements and balance enquiries. We only charge transactional fees when you make transfers depending on the type of transaction.
Click on the links below for a step by step guide on:
