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    help centre

    time for a bit of q&a

    If you don't feel like chatting, browse our FAQs below. If you do, call us any time on 0860 10 20 43.

    Need an answer?

    Get in touch and we'll get back to you. We might also add your question to the list.

    Our FAQs

    To make things a little easier, we've divided the types of frequently asked questions into different sections. Remember that Global One covers all aspects of transacting, saving and accessing credit – this is the most popular section.

    Global One 

    How safe is my money?

    Very. Card transactions can only be done with your Global One card and PIN. All branch transactions require your card and PIN, with fingerprint biometrics and photographic identification as additional security measures. Biometrics also enables us to track all transactions by service consultants, which ensures that only you can access your accounts and money. Our Mobile and Internet Banking services for registered users also include security measures to keep your money safe.

    How do you keep your fees so low? 

    There are several reasons:

    • We focus on personal banking for individuals only, which enables us to tailor our systems and procedures for one type of client category. Our competitors have to cater for many different types of clients and businesses, resulting in more complex and costly procedures
    • Our systems are modern and technologically advanced which allows us to take advantage of cost-effective technology (i.e. paperless banking) rather than expensive manual procedures
    • Our branches don’t need large admin departments. Instead, we use technology and a dedicated team at our Stellenbosch campus to perform all back office administrative tasks, further reducing costs
    • We promote a cost-saving culture throughout the company. For example, all of our employees, including the executives and the CEO, fly economy class when travelling

    What's the deal with daily card limits?

    The following daily card limits apply to keep your money safe and can be changed by visiting your nearest branch:

    • Up to R5 000 per day for cash withdrawals
    • Up to R50 000 per day for card machine purchases
    • Up to R50 000 per day for local online shopping and telephone/mail orders

    International online/telephone/mail order purchases are limited to R20 000 per transaction up to your daily limit that you choose.

    If you need large amounts of money, you have the following options:

    • Visit any branch and ask one of our service consultants to do the transfer (electronic funds transfer) from your account to the beneficiary’s bank account for you. The money will usually be available after 2 working days
    • Register for Internet Banking and do the transfer yourself when it suits you. You can also register for Mobile Banking and transfer money to any Capitec Bank client using their verified cellphone number
    • Ask one of our service consultants to increase your ATM withdrawal limit up to a maximum of R10 000 per day for 3 consecutive days or increase your card purchase limit up to a maximum of R120 000 per day for 3 consecutive days. Remember that drawing and carrying large amounts of cash is risky

    I need cash, but can't find a bank/ATM. What now?

    You don’t need a Capitec Bank branch to access your Global One. Just pay for your shopping, accounts or fuel with your Global One card (zero purchase fees). You can also register for our Mobile or Internet Banking services to manage your money any time or place. If you want to draw cash, remember that you can access the nationwide Saswitch ATM network. We also have agreements with PnP, Shoprite, Checkers and Boxer so you can draw cash from their tills. Check out the transaction fees.

    Why should I switch to Capitec Bank? 

    Who wouldn’t want simplified and affordable banking? Our fees are less than half the transaction costs of most other banks. Make the switch.

    What is credit life insurance?

    Credit life insurance is offered on all loans of 6 months or longer. It means that your family won’t be liable for the outstanding balance of the loan in the event of your death. We give this to you free of charge. Most unsecured credit providers include this in their loans at an extra cost. More credit info.

    Tell me a bit more about your credit offer

    We’re a registered credit provider, which means that we subscribe to the responsible lending principles set out by the NCA. If your application’s successful the money will be available in your transaction/savings account within minutes.

    We offer up to R230 000 credit over 84 months at the most competitive rates in the market. You also get free retrenchment and death cover so your full outstanding loan amount will be settled free of charge for all loans 6 months or longer; and if you’re retrenched when your loan is less than 3 months old, we will cover 50% of the outstanding loan amount. Upon applying and qualifying for credit, you’ll automatically get Global One which also gives you access to low-cost transacting, the most simplified banking and a range of savings plans.

    What's my credit estimate based on?

    It's based on your credit history with other credit providers and a calculation of your affordability. Use our credit calculator for a better idea of what credit costs.

    How soon are credit applications approved?

    When you apply for credit at one of our branches, successful applications will be approved in minutes. If you're applying online, by SMS (your name, surname and ID number to 30605 – your SMS will be consent for us to do a credit check) or telephone (call us on 0860 66 77 89), we will get in touch to discuss your options. The money will be available as soon as your application has been approved and can be accessed using your Global One card or our Remote Banking services.

    I haven't used my account for a while. Why can't I access it?

    All inactive accounts become dormant after 12 months. This means that the account will be frozen for security reasons and no further transactions can be made. To prevent this, simply transact on your account at least once every 12 months. If you'd like to reactivate a dormant account, visit your nearest branch with your ID book and an original proof of residential address.

    How much interest will I earn on my savings?

    You’ll earn the highest interest on a transaction account – 4.40% interest per year on any amount up to R10 000 is calculated daily and credited to your account monthly. If your balance is more than R10 000, a minimum rate of 4.50% per year will apply to the full balance. Rates may change from time to time, so check our rates and fees for the latest info.

    How do I get Global One?

    It’s easy and almost paperless – just visit your nearest Capitec Bank branch with the following:

    Can international payments be made to Capitec Bank accounts?

    Yes, but it'll be to your advantage if payments in a foreign currency from abroad are converted to South African Rand (ZAR) by the sending bank before the money is paid. This simplifies the transaction, which means that a simple and transparent, fixed transaction fee will be charged. Find out more about international payments.

    Can I use my Global One card overseas? 

    Yes, you may only use your Global One card for travel-related expenses, and we may ask you for proof of travel. Click here for more info on this.

    Can I open an account if I'm not from South Africa?

    If you're not from South Africa and you want to open a Capitec Bank account, we can help you under any of the following conditions:

    • You have a valid passport
    • You have a valid permanent residence permit
    • You have a temporary work permit

    Find out more here.

    Do you offer foreign exchange services?

    It'll be to your advantage if payments in a foreign currency from abroad are converted to South African Rand (ZAR) by the sending bank before the money is paid. This simplifies the transaction, which means that a simple and transparent, fixed transaction fee will be charged. Find out more about our foreign exchange services.

    Business Services

    Do you offer business banking?

    We don’t provide business banking for close corporations, companies, partnerships or trusts. We do, however, offer the following business services:

    My staff want to bank with you. Can you help? 

    We'll visit your workplace with a mobibank to help your staff get Global One facilities. They’ll need to bring a South African ID book and an original proof of residential address with their full name and address on it. Contact us now to arrange it.

    We also offer a free financial skills programme for employee groups to help them manage their own money, which we’ll gladly present at your workplace.

    General 

    What's your branch code?

    Our branch code (also known as a clearing code) for electronic transactions or Internet Banking is 470010.

    Where can I find a branch

    Our branches are conveniently located nationwide near main commuter routes and in shopping malls. Use our branch locator to find your nearest branch.

    I can't find the name of the product/service in my documentation

    It may be because we recently updated our product/references. For the latest references, see our product/service reference guide.

    What is the NCA?

    The National Credit Act (NCA) is a piece of legislation that came into effect on 1 June 2007 to guard against over-indebtedness and unscrupulous lending. The NCA also regulates the way in which credit is marketed to protect you from abusive marketing practices. We’re a registered credit provider and all credit products are NCA-compliant. Please bear this in mind when approaching all credit providers.

    After Saambou Bank and Unibank (Unifer), how do I know I'm safe?

    The failure of both institutions came about as a result of a lack of confidence by corporate depositors who held large deposits with these banks. They withdrew their money, causing the institutions to experience a shortage of cash, which is used to repay depositors their money. The lack of confidence by corporate depositors was caused by concern that the banks were granting loans that they wouldn’t be able to recover.

    We apply conservative credit polices to ensure that loans are collectable. We also apply very conservative cash management and cash supply management policies. We have a very large portion of long-term contracted funding from large institutions to ensure that the bank’s cash supply cannot be negatively influenced by short-term market sentiment. The bank has successfully and comfortably managed one local bank crisis in 2001 and the international bank crisis in 2008.

    Do you have a credit card?

    We’ll offer a credit card facility in the near future, but we currently offer a range of other credit options. You can apply for loans of up to R230 000 over 84 months which is available in your account within minutes of approval.

    We also offer multi loans which are ideal for your day-to-day needs and reviewed every 12 months at a branch.

    • Get up to R4 000 in minutes, any time or place
    • Transfer money to your transaction/savings account using our ATMs, Mobile Banking or Internet Banking
    • Interest and fees only charged on money transferred
    • Repayable in full each month

    Do you offer home loans or car finance?

    Not per say, but we do offer unsecured credit which you can use for anything you choose. We currently offer credit up to R230 000 over 84 months. It’s your decision as to how you spend this money – home renovations, a new car, education or anything else without any asset as security.

    What if I don't have proof of address?

    If you’re a South African citizen and an employed individual, pensioner or student, please download and print this Fica declaration form. Complete it with your landlord, home owner, college residence manager, hostel manager or cohabitant. Then bring it and the other required documents: ID, latest salary slip and 3-month bank statement (credit applications only) to the branch to open your account.

    Remember that if the declarer is your cohabitant, they must also provide proof of their residential address, except where he or she is an existing Capitec Bank client. It’s not a requirement for the declarer to accompany the client to the branch but the client must obtain a copy of the ID of the declarer. If the declarer is an existing Capitec Bank client, it is not necessary to obtain the proof of residential address and ID of the declarer.

    For a list of the approved documents and further information, please download the Fica flyer.

    How many branches/ATMs do you have?

    We have over 600 branches nationwide – a number which is always increasing. They’re conveniently situated near main commuter routes and in malls.

    We have ATMs at all our branches and our Saswitch connectivity gives you access to more than 12 000 additional ATMs nationwide. Remember that you pay a fixed fee at these other ATMs no matter how much you draw.

    We also have agreements with selected retailers allowing you to draw cash at their tills for even less than it costs at an ATM! Alternatively, you can register for Mobile and Internet Banking as well so you can manage your money any time or place.

    Mobile Banking

    What is Mobile Banking?

    Mobile Banking offers simple, easy-to-use banking on your cellphone. Your preferences and cellphone determine the type of mobile banking services that you'll be able to access. Mobile Banking using unstructured supplementary services data (USSD) allows you to use any cellphone to access the service by dialling *120*3279# to perform banking on the go. If you don't have airtime, dial *130*3279# first to top up your airtime – your mobile network operator allows this transaction free of charge.

    How long must I wait until I can use Mobile Banking?

    There is no wait at all. Once you have successfully registered at one of our branches you can start using Mobile Banking immediately.

    What is USSD?

    USSD (unstructured supplementary services data) is a technology similar to SMS. USSD is present on all South African GSM (global system for mobile communications) networks. It's more secure than SMS as it doesn't store any typed information on the cellphone. The service is session-based, which means that in each session you will be validated and transaction information can be saved.

    How long does a session last after I access the service?

    The session duration is determined by the mobile network operators and typically allows you to transact within 2 – 3 minutes (ask your mobile network operator how long their USSD sessions last). If you've lost connection or the session times out and you've already typed information in or made a menu selection, you can continue your transaction at the point where you left off by redialling the service within 5 minutes of the disconnection or timeout.

    My phone suddenly stopped responding. What happened?

    This means that you've reached the time limit for a session set by your mobile network operator – this is referred to as having "timed out". If this happens and you confirmed your transaction by entering your Mobile Banking PIN, the transaction will still be processed and a SMS confirmation will be sent to you. If you've not confirmed by entering your Mobile Banking PIN yet, you can resume the transaction by dialling the service within 5 minutes.

    What type of phone do I need for Mobile Banking?

    Almost any cellphone that can receive and send SMSs can be used to access Mobile Banking.

    What are the airtime costs for using Mobile Banking?

    Mobile network operators usually charge 20c for 20 seconds. You can confirm the exact cost with your mobile network operator. If you run out of airtime, dial *130*3279# to top up your own cellphone. This transaction is free of charge.

    How secure is Mobile Banking?

    Mobile Banking requires you to register a Mobile Banking PIN at the branch when you register for the service. This PIN is used whenever you do a financial transaction and must NEVER be shared with anybody. If your cellphone is lost or stolen, you can suspend access to the service at your nearest branch or by calling Client Care on 0860 10 20 43. You can also change your Mobile Banking PIN at any time using Mobile Banking should it have been compromised.

    Can I use someone else's cellphone for Mobile Banking?

    Your Mobile Banking service is linked to a specific cellphone number. This means that once you've registered, you can only use a cellphone containing your SIM card with your verified cellphone number. If your cellphone is damaged or you replace it, you'll need to insert your SIM card with your verified cellphone number in the new cellphone.

    What must I do if someone knows my Mobile Banking PIN?

    Access Mobile Banking immediately and change your PIN. If you can't change your Mobile Banking PIN, suspend your Mobile Banking service immediately by visiting your nearest branch or by calling our 24hr Client Care Centre on 0860 10 20 34. Remember to keep your PIN secret and never write it down or share it with anyone, even if they claim to be Capitec Bank staff. Read these Mobile Banking security tips.

    I've lost my cellphone. What must I do?

    You must cancel your Mobile Banking service to ensure that no one else can access your account. Please visit any of our branches or call our 24hr Client Care Centre on 0860 10 20 43.

    I've forgotten my Mobile Banking PIN?

    To reset your Mobile Banking PIN, visit your nearest branch with an identification document or ​Global One card.

    I bought airtime and did not receive it. Why?

    We have no control over the mobile network operators' systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. This means that there could be delays in your airtime being topped up. We'll try process the transaction or reverse it the next business day after a reconciliation has been done.

    I bought electricity and didn't receive it. Why?

    We have no control over the municipalities' and electricity issuers' systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. We'll either deliver the electricity token by SMS if we receive it or reverse your money immediately if it failed.

    I used the wrong number on a prepaid purchase. What now? 

    Any Capitec Bank client with a verified cellphone number (i.e. they have registered for SMS Update, Mobile Banking or Internet Banking) can be paid using only their cellphone number. Before making a payment, ask your beneficiary to confirm that they have verified their cellphone number with us.

    How do I know that the Capitec Bank clients I can pay are valid? 

    Any Capitec Bank client with a verified cellphone number (i.e. they have registered for SMS Update, Mobile Banking or Internet Banking) can be paid using only their cellphone number. Before making a payment, ask your beneficiary to confirm that they have verified their cellphone number with us.

    What do I if I made a payment to the wrong Capitec Bank client?

    We can't be held liable for incorrect payments, nor can we reverse payments after they have been processed. You need to ensure that the cellphone number is correct before making a payment. A confirmation screen will be presented to you during the transaction to confirm that the details are correct before entering your Mobile Banking PIN.

    What are the fees for Mobile Banking?

    There is no monthly subscription fee for Mobile Banking. Balance enquiries, transfers to your own linked accounts, airtime purchases, electricity purchases and viewing your last electricity token purchased are FREE. Payments to other Capitec Bank clients, and money in or money out SMSs, after registering for SMS Update on Mobile Banking, will be charged for. View our rates and fees.

    Are there daily transaction limits?

    Yes. The following daily transaction limits apply:

    • Prepaid airtime up to R1 000
    • Prepaid electricity up to R2 500 (depending on your vendor)
    • Capitec Bank client payments up to R5 000

    Why was my PIN blocked after I entered incorrectly a few times?

    This is a safety mechanism to protect your account from unauthorised access. You have a maximum of 5 attempts before your Mobile Banking PIN is blocked. If your Mobile Banking PIN is blocked by accident, visit ​your nearest branch to reset your Mobile Banking PIN.

    I lost/deleted the SMS with my electricity token. Can I view it again?

    You can only view the last electricity token that you bought.

    Why can't I use SMS Multi Loan anymore?

    Mobile Banking was designed to simplify multi loan withdrawals, among other things. Mobile Banking offers new and improved multi loan access to save you time, like being able to see how much money is available before you request it. If you already have SMS multi loan, you may continue using this service until your multi loan runs out or you register for Mobile Banking.

    I bought airtime, but didn't receive a confirmation. Where is it?

    We use direct airtime top-up, which means that the cellphone number you choose will be topped up directly without the need for vouchers. For the person receiving the airtime, the whole transaction is simple and no action is required of them. They will get an SMS from us confirming that their cellphone was topped up and the amount of the top-up.

    Which mobile network operators are supported for airtime purchases?

    We currently support 8ta, Cell C, MTN and Vodacom for direct airtime top-up.

    Why are airtime amounts the same for all mobile network operators?

    We use direct airtime top-up, which means that voucher-based amounts don't apply. The airtime amounts have been carefully chosen for the convenience of all our clients.

    How will I receive my prepaid electricity token?

    It'll be displayed on your cellphone screen and will also be sent to you by SMS.

    I haven't received my free basic electricity token. How do I get this?

    Ask your local electricity provider to find out whether you qualify and, if so, how you go about receiving it.

    I can't use my phone even though I have airtime. What now?

    Call Client Care and suspend access to the service. Then contact your mobile network operator to confirm what the issue is and restore your cellular service. You will then need to visit your nearest Capitec Bank branch to reactivate Mobile Banking. Click here for Mobile Banking safety tips and information.

    Can I use Mobile Banking when travelling abroad?

    For technical reasons beyond our control, Mobile Banking can only be used within the borders of South Africa.