What is remote onboarding?

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.

Is it safe to open an account on the app?

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’s you opening the account.

What is a liveness test and why is it done?

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.

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

The entire process is done on a smartphone through our new banking app – you don’t have to visit a branch.

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

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

Who cannot open an account on their phone?

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

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

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

Why do I have to provide my personal details?

These details are needed for legal and compliance reasons.

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

You can visit any branch to collect your card.

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

Green barcoded SA ID book Smart ID card SA passport

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

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’s convenient to collect your card.

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

Simply reopen the app, you will either resume where you dropped off or restart the process – depending on where you stopped. If the selfie you take to restart the process doesn’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

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

You may be using a version of the app that’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.

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