App FAQs

Have a question? Here’s a list of frequently asked questions about our app. For more info, watch our how-to videos or give us a call on 0860 10 20 43.

Frequently Asked Questions Capitec

Simply search “Capitec Bank” in your app store, download and open the app. Then simply enter your ID number, take a few selfies and follow the remote onboarding process.

Read more FAQs about how to open an account on the app.

  • Only Android phones running version 5.0 and higher
  • Only Apple phones running version iOS 11 and higher
  • Huawei phones running Huawei Mobile Services and EMUI 10

Check your phone’s operating system version under your phone’s Settings

Note: Tablet devices are not supported at this stage.

Your email address is an additional means of security. For instance, it can be used to identify you when you get a new phone and have to activate the app – saving you a visit to a branch.

Our app is free to use on most networks – MTN, Vodacom, Cell C and Telkom subscribers pay zero data charges when they use our app. You can also use our app on a secure WiFi network.

Our app was designed with security top of mind. Treat your Remote app PIN like you do your bank card PIN – never share it with anyone. The app is linked to your cellphone, which means  that nobody can access your accounts using the app if they do an unauthorised SIM swap on your cellphone number.

There is no fee to download our app. However, you need data or access to WiFi to download the app. Once activated, if you’re a Vodacom, MTN, Telkom Mobile or Cell C subscriber you pay zero data fees when using the app.

As long as you've kept your Remote app PIN a secret, your money will be secure. But please contact us immediately so we can suspend your Remote Banking access until you get your new cellphone.

Access is free! There's no subscription fee. MTN, Vodacom, Cell C and Telkom subscribers pay zero data charges when they use our app. This means you don’t need airtime or data to use the app, and you don’t pay for any airtime or data you do use on these networks and devices.

Get more info about our app transaction fees.

Yes, as long as you've already activated the app, the country you’re visiting supports roaming and you’ve activated international data roaming. Note that you’ll be charged international roaming costs by your service provider, but you can use the app without roaming by accessing a secure WiFi network.

No, but you can use it to access your accounts on the Internet.

You will automatically be signed out after 5 minutes of not using the app.

No. For security reasons, you cannot.

Yes. You can do Internet banking on your computer with a token on keyring.

Sign in on Internet banking and follow the prompts or visit your nearest Capitec Bank branch and upgrade to Remote Banking. If your phone doesn't support the app, you will continue using your token on keyring when signing in on Internet banking.

No. To help keep your money safe, only one activated version of the app can exist at a time. So only you can access your accounts on the cellphone on which you activated the app.

The app varies in size depending on your cellphone’s operating system. The exact app file size is available in your cellphone’s app store. Our app is called Capitec Bank.

No. The app must be activated on your supported cellphone and verified cellphone number, even if you intend accessing your accounts on the internet.

Your Remote PIN is between 5 and 6 digits long, and you use it to sign in on our banking app and authorise transactions. It’s extremely important to keep your PIN secret, and never share it with anyone. Don’t set a PIN that anyone can guess, such as your birthday or 12345, and don't use the same PIN you use to unlock your phone.

You can use your account number, which is printed on your Global One card, as your username.

Yes, the app can be used when you are connected to a WiFi network. We encourage you to only use secure WiFi networks.

Have you checked that you have:

  • a supported cellphone?
  • enough airtime or data if you are on prepaid?
  • connectivity (either cellular or WiFi)?

If you continue having issues, call our Client Care Centre on 0860 10 20 43.

A message will be displayed if there was an issue during activation. It may take a couple of minutes for the activation to be completed, in which case we’ll let you know through a message or you may need to restart the activation.

You should also check that you have cellular connectivity, enough airtime or data, and that you are entering the right username and PIN when prompted.

You need to visit your nearest branch if your access has been suspended after entering the incorrect PIN a couple of times. This is a security feature to prevent anyone else accessing your account.

Before you switch to your new phone, make sure you verify your email address on our app. If you’ve verified your email address on the app, you can download and activate the app on your new phone without visiting a branch. 

Yes. You have to install and activate the app on your cellphone using the cellphone number verified with us. This is a security measure to protect your money.

When activating the app on an iPhone, the cellphone’s SMS messenger will open during the process.

The app activation process needs an SMS to be sent from your cellphone. This SMS won't cost you anything. iPhone users must send this SMS manually. Once the SMS is sent, your iPhone will return you to the app and you can complete the activation.

If your correct Remote PIN is not working and your Blackberry has a physical QWERTY keyboard, ensure that your keyboard is set to type numbers and not letters. You can call Client Care on 0860 10 20 43 if you accidentally blocked your Remote PIN and your access is suspended.

BlackBerry 10.2 cellphone users: The BlackBerry 10.2 does not automatically display approval messages when you sign in on the internet. You must open the app to view and respond to approval messages.

A message will be displayed at the end of the activation process confirming that the app has been activated. You can immediately start using the app.

Yes. It is important to always sign out once you’ve finished on the app.

If you have activated the app on your cellphone, a message will be displayed asking you to confirm Remote Banking (Internet) sessions or transactions. If your cellphone is not supported and you have a token on keyring, you will need to enter the token passwords generated with the token on keyring to confirm Remote Banking (Internet) sessions or transactions.

Simply open the app and tap Forgot PIN. You will be able to reset your PIN on the app, without visiting a branch.

Change your Remote PIN immediately. Sign in on our app and tap the menu in the top right corner. Tap Settings, choose Update Remote PIN and enter your current PIN. Enter a new Remote PIN of 5 or 6 digits, and confirm it. 

You’ll get a notification through your cellphone’s official app store or we’ll notify you if your cellphone is not supported by the app store.

Transactions are not processed (or completed) until you see a message confirming that the transaction was successful. You can also check your transaction history to confirm transactions.

You can receive all your Money in/Money Out messages as a free in-app notification, or as an SMS at a cost.

  • In-app messages – require an active internet connection but you pay zero data fees when banking on our app
  • SMS messages – cost 40c per SMS

To update your notification type:

  • Sign in on our app
  • Tap Messages
  • Choose Settings
  • Choose Transaction messages
  • Choose In-app Messageunder preferred message type