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Channels FAQs

What you need to know about your branch and alternative banking channels


For customers who have relationships with both CBA & NC

Yes, although we offer branchless banking which means that you can access our services from anywhere. Please submit a signed request through the contact center or your nearest branch should you wish to change it.

For customers who have relationships with either CBA & NC

Yes, you will have access to all the 5 CBA and NC bank service points.

Yes, both banks will retain the current branch and channel network, we shall advice in case of any changes

Yes, banking hours will remain the same as per the current branch opening hours. Should there be any changes, we shall advise you appropriately.

We have put measures in place to ensure a seamless channel experience. You will be able to continue to access your channels as usual. You will however notice some exciting changes on the look and feel of the channels. Should there be any changes over time, we shall communicate this to you.

Ex-NC and Ex-CBA customers Please visit the nearest branch to fill an application form to enable set-up. You will receive login credentials on your registered mobile numbers.

Our mobile banking services are available on USSD via short code *212# for ex-CBA customer, existing customers but new to the channel as well as New to bank. EX- NC staff use *268# for ex-NC customers.

Ex-CBA customers, existing to Bank but New to channel and New to Bank Use the forgot pin functionality on your app to self-reset your pin. You are expected to accurately key-in your account details and answer the security questions you had set during registration. Ex-NC customers Request through a PIN reset form or online banking messaging, call contact centre for further support on 0800222123/ 0800222123/+256 312188400 for support.

Ex-CBA customers, Existing customers but new to Channel and New to Bank customers Other than the loan, Term deposit and foreign currency accounts all mapped accounts shall be accessible on mobile banking. Send request to contact centre for additional accounts. Ex-NC customers Other than the loan, Term deposit and foreign currency accounts all mapped accounts shall be accessible on mobile banking.

No. We do not charge any fees to on-board you on mobile banking. Charges shall only apply for transactions as per our approved tariff available on our website.

No, you do not need to immediately amend the bank codes already attached to maintained beneficiaries. However, please update them with the new Bank codes over the next 6 months.

The new swift code will be CBAFUGKA

Transfers will be treated as internal funds transfer within the same bank. You will therefore have immediate value on your transfers.