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Frequently Asked Questions

Frequently Asked Questions

Q1. Pesa Pap! What is it? A. Pesa Pap! is the new mobile banking service giving Family Bank customers the convenience of modern banking through their mobile phones. Pesa Pap! offers both the M-PESA Pay Bill service and *325 # menu. Q2. How does one register/sign on to Pesa Pap! services? A. To sign on to Pesa Pap one needs to register at the nearest Family Bank branch. Once registered, you will receive a PIN by SMS on your phone then simply press *325# followed by the call button to display a menu of the services available. To enjoy the M-PESA Pay Bill services, one has to be a registered M-PESA customer. Q3. What services are available? A. The following services are available under Pesa Pap! M-PESA MENU (Pay Bill) Deposit Into Account Business Number 222111 Loan Repayments PESA PAP! (*325#) MENU M-PESA Top- Up Airtime Top- Up Balance Inquiry Statement Request Salary Advance PIN Change Request Cheque Book Order Stop Cheque Financial Tips SMS Transaction Alerts Report Lost ATM card Q4. Is Pesa Pap! just another account? A. No it is not an account. Pesa Pap! is a Value Added Service from Family Bank available to all account holders, enabling the customer to bank on their phone in addition to other methods such as through bank branches and ATMs. Q5. Do I need to be a Family Bank account holder to use the service? A. Yes, you need to be an account holder to be registered for the service. Non-account holders may open the Mwananchi account (with no ledger fees), or any other type of account at any Family Bank branches countrywide. Pesa Pap! registration is free. Q6. Are my Pesa Pap! transactions secure? A. Yes. We have put in place adequate security measures to protect your transactions from unauthorised access. We advise our customers not to disclose their Pesa Pap! PIN to anyone else. Q7. What PIN do I use to access the service? A. To access Pesa Pap! services, you need to use the PIN that will be sent to you by Family Bank through SMS upon successful registration. Please memorize the PIN and delete the SMS to ensure the security of your account/s. Q8. How does one actually access/use the various Pesa Pap! services? A. Instructions: M-PESA MENU-SAFARICOM PAYBILL SERVICE 1. Deposit Money into Account Step One As a Safaricom subscriber go to your M-PESA facility in your mobile phone Step Two Choose PAYBILL Step Three Enter Family Bank Business Number 222111 Step Four Enter YOUR ACCOUNT NUMBER e.g. xxxxxxxxxxxx Step Five Enter THE AMOUNT Step Six Enter M-PESA PIN Step Seven Press Send TO TRANSFER FUNDS. You will receive confirmation of the transactions through SMS on your phone. 2. Loan Repayments: Step One As a Safaricom subscriber go to your M-PESA facility in your mobile phone Step Two Choose PAYBILL Step Three Enter Family Bank Business Number 222111 Step Four Enter YOUR ACCOUNT NUMBER e.g. xxxxxxxxxxxx Step Five Enter THE AMOUNT Step Six Enter M-PESA PIN Step Seven Press Send TO TRANSFER FUNDS. You will receive confirmation of the transactions through SMS on your phone.

B. PESA PAP! (*325#) MENU 1. Banking 1. Balance 2. Mini-Statement 4. PIN change 2. M-PESA 3. Airtime 4. Financial Tips 5. Other Services 1. Cheque book order 2. Statement request 3. Stop a cheque 6. Salary Advance 7. Report Lost ATM Card INSTRUCTIONS To Check Balance: 1. DIAL *325# and press call 2. Reply with 1 for Banking 3. Reply with 1 for Balance 4. Reply with Pesa Pap! PIN 5. Wait for Pesa Pap! to reply M-PESA Top Up 1. DIAL *325# and press call 2. Reply with 2 for M-PESA 3. Reply with 0 for M-PESA 4. Enter amounts to be transferred 5. Reply with Pesa Pap! PIN 6. Wait for Pesa Pap! to reply To Purchase Airtime 1. DIAL *325# and press call 2. Reply with 3 for airtime purchase 3. Reply with 1 or 2 for Safaricom airtime credit or 3 for Zain airtime 4. Select airtime values i.e. reply with 1 for Ksh 100 Safaricom airtime 5. Reply with Pesa Pap! PIN 6. Wait for Pesa Pap! to Reply Mini-Statement Request 1. DIAL *325# and press call 2. Reply with 1 for Banking 3. Reply with 2 for Mini-Statement 5. Enter Pesa Pap! PIN 6. Wait for Pesa Pap! to Reply

Cheque Book Order 1. Dial *325# and press call 2. Reply with 5 for Other Services 3. Reply with 1 for Cheque Book Order 4. Reply with 1 for Personal ( 50 leaves) and 2 for for Corporate ( 100 leaves) 5. Reply with Pesa Pap! PIN 6. Wait for Pesa Pap! to reply Statement Request 1. Dial *325# and press call 2. Reply with 5 for Other Services 3. Reply with 2 for Statement Request 4. Reply with 1-6 for the number of months 5. Reply with Pesa Pap! PIN 6. Wait for Pesa Pap! to reply Stop Cheque 1. Dial *325# and press call 2. Reply with 5 for Other Services 3. Reply with 3 to Stop A Cheque 4. Reply with cheque number 5. Reply with Pesa Pap! PIN 6. Wait for Pesa Pap! to Reply Salary Advance 1. Dial *325# and press call 2. Reply with 5 for Other Services 3. Reply with 6 for Salary Advance 4. Reply with the type of account (e.g. 1) 5. Enter Amounts desired 6. Reply with Pesa Pap PIN! 7. Wait for Pesa Pap! to reply Report Lost ATM Card 1.Dial *325# and press call 2. Reply with 7 to report Lost Atm Card 3. Reply with Pesa Pap PIN! 4. Wait for Pesa Pap! to reply Contacts 1.Dial *325# and press call 2. Reply with 8 and press call

Q9. How much does it cost to access the various Pesa Pap! services? A. The services have been competitively priced given the convenience and the cost effectiveness they bring to customers. See the cost structure below: Deposit Money into Account(Paybill) 100-2,499 2,500-4,999 5,000-9,999 10,000-19,999 20,000-35,000 Family Bank Banded Charge Ksh 35 Ksh 50 Ksh 75 Ksh 90 Ksh 140

Q10. What is the minimum amount I can transfer from my account to M-PESA or vice versa? A. Kshs.100.00 Q11. What is the maximum amount I can transfer from my Account to M-PESA? A. Kshs.5,000, however customers can apply for limit adjustment by visiting the nearest branch and then filling the Transaction Limit Adjustment Form. Q12. Can I transfer money from one account to another within Family Bank? A. No. At the moment this service is not possible but it will be available to you soon. Q14. Is the Pesa Pap! available to Zain, Yu, Orange or other mobiles? A. No. The Service is currently available to Safaricom subscribers only. Zain customers can use Familynk SMS Banking Q15. What confirmation do I get that money has been transferred from my bank Account to my M-PESA account? A. You will receive an SMS from the bank confirming the transaction and the amount of money transferred, then another SMS from MPESA confirming the amount credited into the MPESA account and the updated balance. The service turn-around time for the transaction is approximately 15 minutes. Q16. How can one confirm they have been registered for Pesa Pap service? A. By dialing *325# and being able to access the Pesa Pap menu confirms that you are registered. Q17. What happens when one forgets Pesa Pap PIN or deletes it by mistake? A. One can visit the nearest branch and request for the pin to be resent. Q18. What is the maximum amount one can transfer from MPESA to an Account at Family Bank? A. This will be as per the M-PESA limit i.e. upto Ksh 35,000 per day.

Loan Repayments 100-2,499 2,500-4,999 5,000-9,999 10,000-19,999 20,000-35,000

Family Bank Banded Charge Ksh 35 Ksh 50 Ksh 75 Ksh 90 Ksh 140

Based on Safaricom tier billing structure + Family Bank commission Pesa Pap!(*325#) MENU Account to M-Pesa transfer Airtime Purchase Balance Inquiry Salary Advance Mini-Statement Request PIN change Request SMS Transaction Alerts Statement Request Cheque Book Order Stop Cheque Financial Tips Report Lost or Stolen Cards Second pin request Charge Flat rate of Ksh 60 debited at customer account KSH 20 Ksh 20 Ksh 20 Ksh 20 Ksh 20 Ksh 15 Ksh 20 Ksh 20 Ksh 20 Ksh10 Ksh 20 Ksh15

youcanbank ! Now p ourphone.Pa ony

CUSTOMER SERVICE LINES Zain - 0738 228 881 Safaricom - 0712 606 363 Telkom - 020 237 4355 Email: customerservice@familybank.co.ke Website: www.familybank.co.ke