Question 1

What is remote onboarding?

Accepted Answer

Remote onboarding is a process that enables you to open a Global One account or activate your Remote Banking on our new app, without visiting a branch.

Question 2

Is it safe to open an account on the app?

Accepted Answer

Yes, the app creates a biometric signature by taking a selfie that scans your unique facial features. It then instantly compares your picture with the Department of Home Affairs database to authenticate that it&rsquo;s you opening the account.

Question 3

What is a liveness test and why is it done?

Accepted Answer

The test is to see if the facial features match a living person, rather than a photo or a video of a person. This ensures fraud cannot be committed by simply holding up a photo or video of someone.

Question 4

How is opening an account on the app different from opening an account in the branch?

Accepted Answer

The entire process is done on a smartphone through our new banking app &ndash; you don&rsquo;t have to visit a branch.

Question 5

How long does it take to open an account on the app?

Accepted Answer

If there are no issues during the process, it can be successfully done in 8 simple steps. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 6

Who cannot open an account on their phone?

Accepted Answer

Foreign/non-South African citizens Minors (under 18) South African citizens who do not reside within South Africa

Question 7

How will I sign agreements when opening an account on my phone?

Accepted Answer

The image of your face is used as an electronic signature to sign agreements.

Question 8

Why do I have to provide my personal details?

Accepted Answer

These details are needed for legal and compliance reasons.

Question 9

How will I get my card after opening an account on my phone?

Accepted Answer

You can visit any branch to collect your card.

Question 10

What type of identification can be used to open an account on my phone?

Accepted Answer

Green barcoded SA ID book Smart ID card SA passport

Question 11

I have opened my account on my phone. What should I do next?

Accepted Answer

You immediately have full functionality of the new Capitec Bank app, and you can fund your account with a transfer or direct deposit. You can also use your new virtual card to shop safely online. Simply visit a branch when it&rsquo;s convenient to collect your card.

Question 12

I closed the app or lost connection while opening my account and want to restart. What should I do?

Accepted Answer

Simply reopen the app, you will either resume where you dropped off or restart the process &ndash; depending on where you stopped. If the selfie you take to restart the process doesn&rsquo;t match the initial selfie, the process will fail. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 13

I don’t have the option to open an account on the app I downloaded. What does this mean?

Accepted Answer

You may be using a version of the app that&rsquo;s outdated Visit your app store and update to the latest version of the app You may be using a Huawei device running EMUI 10. Some functionality in the Capitec Bank app are not currently available on these Huawei devices: Huawei Y7P Huawei P40 Huawei P40 lite Huawei P40 Pro Huawei Mate XS Foldable Nova Huawei Y5p Huawei Y6p Huawei P40 lite 5G Huawei P40 Pro Plus Huawei P Smart S Huawei P Smart 2021 Note: If your Huawei device is not on this list, please download from the Android store.

Question 14

What is remote onboarding?

Accepted Answer

Remote onboarding is a process that enables you to open a Global One account or activate your Remote Banking on our new app, without visiting a branch.

Question 15

Is it safe to open an account on the app?

Accepted Answer

Yes, the app creates a biometric signature by taking a selfie that scans your unique facial features. It then instantly compares your picture with the Department of Home Affairs database to authenticate that it&rsquo;s you opening the account.

Question 16

What is a liveness test and why is it done?

Accepted Answer

The test is to see if the facial features match a living person, rather than a photo or a video of a person. This ensures fraud cannot be committed by simply holding up a photo or video of someone.

Question 17

How is opening an account on the app different from opening an account in the branch?

Accepted Answer

The entire process is done on a smartphone through our new banking app &ndash; you don&rsquo;t have to visit a branch.

Question 18

How long does it take to open an account on the app?

Accepted Answer

If there are no issues during the process, it can be successfully done in 8 simple steps. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 19

Who cannot open an account on their phone?

Accepted Answer

Foreign/non-South African citizens Minors (under 18) South African citizens who do not reside within South Africa

Question 20

How will I sign agreements when opening an account on my phone?

Accepted Answer

The image of your face is used as an electronic signature to sign agreements.

Question 21

Why do I have to provide my personal details?

Accepted Answer

These details are needed for legal and compliance reasons.

Question 22

How will I get my card after opening an account on my phone?

Accepted Answer

You can visit any branch to collect your card.

Question 23

What type of identification can be used to open an account on my phone?

Accepted Answer

Green barcoded SA ID book Smart ID card SA passport

Question 24

I have opened my account on my phone. What should I do next?

Accepted Answer

You immediately have full functionality of the new Capitec Bank app, and you can fund your account with a transfer or direct deposit. You can also use your new virtual card to shop safely online. Simply visit a branch when it&rsquo;s convenient to collect your card.

Question 25

I closed the app or lost connection while opening my account and want to restart. What should I do?

Accepted Answer

Simply reopen the app, you will either resume where you dropped off or restart the process &ndash; depending on where you stopped. If the selfie you take to restart the process doesn&rsquo;t match the initial selfie, the process will fail. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 26

I don’t have the option to open an account on the app I downloaded. What does this mean?

Accepted Answer

You may be using a version of the app that&rsquo;s outdated Visit your app store and update to the latest version of the app You may be using a Huawei device running EMUI 10. Some functionality in the Capitec Bank app are not currently available on these Huawei devices: Huawei Y7P Huawei P40 Huawei P40 lite Huawei P40 Pro Huawei Mate XS Foldable Nova Huawei Y5p Huawei Y6p Huawei P40 lite 5G Huawei P40 Pro Plus Huawei P Smart S Huawei P Smart 2021 Note: If your Huawei device is not on this list, please download from the Android store.

Question 27

What is remote onboarding?

Accepted Answer

Remote onboarding is a process that enables you to open a Global One account or activate your Remote Banking on our new app, without visiting a branch.

Question 28

Is it safe to open an account on the app?

Accepted Answer

Yes, the app creates a biometric signature by taking a selfie that scans your unique facial features. It then instantly compares your picture with the Department of Home Affairs database to authenticate that it&rsquo;s you opening the account.

Question 29

What is a liveness test and why is it done?

Accepted Answer

The test is to see if the facial features match a living person, rather than a photo or a video of a person. This ensures fraud cannot be committed by simply holding up a photo or video of someone.

Question 30

How is opening an account on the app different from opening an account in the branch?

Accepted Answer

The entire process is done on a smartphone through our new banking app &ndash; you don&rsquo;t have to visit a branch.

Question 31

How long does it take to open an account on the app?

Accepted Answer

If there are no issues during the process, it can be successfully done in 8 simple steps. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 32

Who cannot open an account on their phone?

Accepted Answer

Foreign/non-South African citizens Minors (under 18) South African citizens who do not reside within South Africa

Question 33

How will I sign agreements when opening an account on my phone?

Accepted Answer

The image of your face is used as an electronic signature to sign agreements.

Question 34

Why do I have to provide my personal details?

Accepted Answer

These details are needed for legal and compliance reasons.

Question 35

How will I get my card after opening an account on my phone?

Accepted Answer

You can visit any branch to collect your card.

Question 36

What type of identification can be used to open an account on my phone?

Accepted Answer

Green barcoded SA ID book Smart ID card SA passport

Question 37

I have opened my account on my phone. What should I do next?

Accepted Answer

You immediately have full functionality of the new Capitec Bank app, and you can fund your account with a transfer or direct deposit. You can also use your new virtual card to shop safely online. Simply visit a branch when it&rsquo;s convenient to collect your card.

Question 38

I closed the app or lost connection while opening my account and want to restart. What should I do?

Accepted Answer

Simply reopen the app, you will either resume where you dropped off or restart the process &ndash; depending on where you stopped. If the selfie you take to restart the process doesn&rsquo;t match the initial selfie, the process will fail. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 39

I don’t have the option to open an account on the app I downloaded. What does this mean?

Accepted Answer

You may be using a version of the app that&rsquo;s outdated Visit your app store and update to the latest version of the app You may be using a Huawei device running EMUI 10. Some functionality in the Capitec Bank app are not currently available on these Huawei devices: Huawei Y7P Huawei P40 Huawei P40 lite Huawei P40 Pro Huawei Mate XS Foldable Nova Huawei Y5p Huawei Y6p Huawei P40 lite 5G Huawei P40 Pro Plus Huawei P Smart S Huawei P Smart 2021 Note: If your Huawei device is not on this list, please download from the Android store.

Question 40

What is remote onboarding?

Accepted Answer

Remote onboarding is a process that enables you to open a Global One account or activate your Remote Banking on our new app, without visiting a branch.

Question 41

Is it safe to open an account on the app?

Accepted Answer

Yes, the app creates a biometric signature by taking a selfie that scans your unique facial features. It then instantly compares your picture with the Department of Home Affairs database to authenticate that it&rsquo;s you opening the account.

Question 42

What is a liveness test and why is it done?

Accepted Answer

The test is to see if the facial features match a living person, rather than a photo or a video of a person. This ensures fraud cannot be committed by simply holding up a photo or video of someone.

Question 43

How is opening an account on the app different from opening an account in the branch?

Accepted Answer

The entire process is done on a smartphone through our new banking app &ndash; you don&rsquo;t have to visit a branch.

Question 44

How long does it take to open an account on the app?

Accepted Answer

If there are no issues during the process, it can be successfully done in 8 simple steps. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 45

Who cannot open an account on their phone?

Accepted Answer

Foreign/non-South African citizens Minors (under 18) South African citizens who do not reside within South Africa

Question 46

How will I sign agreements when opening an account on my phone?

Accepted Answer

The image of your face is used as an electronic signature to sign agreements.

Question 47

Why do I have to provide my personal details?

Accepted Answer

These details are needed for legal and compliance reasons.

Question 48

How will I get my card after opening an account on my phone?

Accepted Answer

You can visit any branch to collect your card.

Question 49

What type of identification can be used to open an account on my phone?

Accepted Answer

Green barcoded SA ID book Smart ID card SA passport

Question 50

I have opened my account on my phone. What should I do next?

Accepted Answer

You immediately have full functionality of the new Capitec Bank app, and you can fund your account with a transfer or direct deposit. You can also use your new virtual card to shop safely online. Simply visit a branch when it&rsquo;s convenient to collect your card.

Question 51

I closed the app or lost connection while opening my account and want to restart. What should I do?

Accepted Answer

Simply reopen the app, you will either resume where you dropped off or restart the process &ndash; depending on where you stopped. If the selfie you take to restart the process doesn&rsquo;t match the initial selfie, the process will fail. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 52

I don’t have the option to open an account on the app I downloaded. What does this mean?

Accepted Answer

You may be using a version of the app that&rsquo;s outdated Visit your app store and update to the latest version of the app You may be using a Huawei device running EMUI 10. Some functionality in the Capitec Bank app are not currently available on these Huawei devices: Huawei Y7P Huawei P40 Huawei P40 lite Huawei P40 Pro Huawei Mate XS Foldable Nova Huawei Y5p Huawei Y6p Huawei P40 lite 5G Huawei P40 Pro Plus Huawei P Smart S Huawei P Smart 2021 Note: If your Huawei device is not on this list, please download from the Android store.

Question 53

What is remote onboarding?

Accepted Answer

Remote onboarding is a process that enables you to open a Global One account or activate your Remote Banking on our new app, without visiting a branch.

Question 54

Is it safe to open an account on the app?

Accepted Answer

Yes, the app creates a biometric signature by taking a selfie that scans your unique facial features. It then instantly compares your picture with the Department of Home Affairs database to authenticate that it&rsquo;s you opening the account.

Question 55

What is a liveness test and why is it done?

Accepted Answer

The test is to see if the facial features match a living person, rather than a photo or a video of a person. This ensures fraud cannot be committed by simply holding up a photo or video of someone.

Question 56

How is opening an account on the app different from opening an account in the branch?

Accepted Answer

The entire process is done on a smartphone through our new banking app &ndash; you don&rsquo;t have to visit a branch.

Question 57

How long does it take to open an account on the app?

Accepted Answer

If there are no issues during the process, it can be successfully done in 8 simple steps. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

Question 58

Who cannot open an account on their phone?

Accepted Answer

Foreign/non-South African citizens Minors (under 18) South African citizens who do not reside within South Africa

Question 59

How will I sign agreements when opening an account on my phone?

Accepted Answer

The image of your face is used as an electronic signature to sign agreements.

Question 60

Why do I have to provide my personal details?

Accepted Answer

These details are needed for legal and compliance reasons.

Question 61

How will I get my card after opening an account on my phone?

Accepted Answer

You can visit any branch to collect your card.

Question 62

What type of identification can be used to open an account on my phone?

Accepted Answer

Green barcoded SA ID book Smart ID card SA passport

Question 63

I have opened my account on my phone. What should I do next?

Accepted Answer

You immediately have full functionality of the new Capitec Bank app, and you can fund your account with a transfer or direct deposit. You can also use your new virtual card to shop safely online. Simply visit a branch when it&rsquo;s convenient to collect your card.

Question 64

I closed the app or lost connection while opening my account and want to restart. What should I do?

Accepted Answer

Simply reopen the app, you will either resume where you dropped off or restart the process &ndash; depending on where you stopped. If the selfie you take to restart the process doesn&rsquo;t match the initial selfie, the process will fail. Remember our perfect selfie tips: Remove any masks, glasses or hats Make sure you have good, clear lighting (not too dark or too sunny) Make sure your camera lens is clean

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