PesaPap FAQs Archives - Family Bank Limited, Kenya

Mobile Banking with Family Bank makes your everyday banking activities convenient by offering the following services:

• Account Status: Balance enquiry, Statement request, Account overview
• Bill payments: Utility bills, School fees, Airline ticketing, KRA, NHIF etc.
• Airtime purchase: Safaricom, Airtel and Telkom
• Funds transfers: PesaLink, RTGS
• Mobile money: MPESA, Airtel money
• Mobile loans: Instant loans, Salary advance
• Savings: Goal savings
• Manage cards
• Cardless withdrawals: ATM, Agency
• Purchase insurance
• Self service requests: Cheque book, SMS alerts, Activate mobile banking etc.
• Contact Centre information
• Locate branch locations, ATMs and Family PesaPap agents

If you already have an account at Family Bank but are not registered for PesaPap, simply download the app from your Appstore and activate mobile banking. You may also visit any Family Bank branch near you for assistance.

PesaPap allows you to view multiple accounts that are associated with your personal profile.

The following accounts can be registered for PesaPap: Mwananchi Account, Jenga Bizna Account, Salary Account and Personal Current Account.

To access PesaPap App, you will need to download the App on Google Play Store or Apple Store. You can also access PesaPap via USSD using any mobile device that has a SIM card registered to mobile network providers: Safaricom or Airtel.  To access PesaPap via USSD, dial *325#.

Yes. Normal charges are levied on your mobile banking transactions these are available on the Tariff Guide available at any of Family Bank Branch, Family Bank Corporate Website and PesaPap App.

Note: Normal mobile network operator charges will apply for Internet services where using the Family Bank mobile application and USSD.

You can access PesaPap mobile banking from anywhere in the world. This service is also available to our Diaspora Banking customers for KES accounts.

To reset your M-PIN, please call our Contact Centre on 0703 095 445 or visit your nearest Family Bank branch.

In the event that you lose your mobile device, call our Contact Centre immediately on 0703 095 445 to deactivate your mobile banking services.

Download PesaPap or dial *325# and select My Bills then select the bill type you wish to pay.

• KPLC: Postpaid & Prepaid
• TV payments: DSTV, JTL, GoTv, Zuku
• KRA
• NHIF
• Airlines: Emirates, Ethiopian airlines, Jambo Jet, Kenya Airways
• Water: Kakamega Water, Karuri Water, Mathira Water, Murang’a Water, Nakuru Rural Water, Nanyuki Water, Nakuru Water, Nithi Water, Nairobi Water, Nyeri Water, Ruiru Juja Water.
• Education: Primary, High school and University
• Saccos: Progressive Credit
• KASNEB
• Kodipay

Yes. You can schedule your TV payments by setting the frequency, entering the amount and selecting the start and end date on PesaPap. Once, this has been setup, the bills will automatically be deducted from your account on the set dates.

KES. 30 charge applies.

You require an NHIF number for an individual or E-slip for corporate to pay for your contributions.

Please visit the nearest Family Bank Branch for assistance.

Family Bank validates the NHIF number against the NHIF records meaning you need to confirm if the fetched records tally with the person you are paying for.

Yes, you can. When you have the NHIF number or E-slip, you can pay you’re your parents, guardians, relatives in rural areas.

We shall send an SMS confirmation as soon as the transaction has been successfully updated. You can share or download the receipt confirmation.

No. Payment is restricted to member number.

On PesaPap App, go to My Bills and select Education, depending on the school type, choose the respective school name/account that you wish to pay into. Enter the student’s registration number and student’s name then enter required amount and pay. You will receive a confirmation once the transaction has been successfully

No. This service is available for schools who have accounts with Family Bank.

• CRB listing
• CRB rating

The PesaPap mobile loan is competitively priced and will currently cost you 7.5%* in facility fees recoverable upfront. (*subject to CBR) where;

1. processing fee 5%
2. interest 2%
3. insurance 0.5%

You qualify for a new mobile loan immediately you settle your previously outstanding loan and have good credit history.

Up to 50% of customer’s net salary.

No, you cannot.

Salary Advances must be settled within a period of 45 days. If any Salary Advance is still not settled in 45 days, then interest (rate equivalent to CBR+4) will be levied on the daily outstanding balance.

Please note: The customer has an obligation to ensure that the outstanding balance is settled by any other means if their salary isn’t remitted to the account that was used to procure the Salary Advance

PesaLink is a new instant money transfer service that allows bank to bank transfers from one person to another. PesaLink is an affordable and easy to use instant service that allows customers to send from as low as KES 10.00 to as much as KES 999,999.00.

To receive payments, one has to have linked their phone number to an account. You will get an SMS notification when you receive money in your account.

No, it’s free to receive funds on PesaLink.

No. Currently, PesaLink only facilitates local funds transfer.

Yes, by using ‘Send to Account’ and ‘Send to Card’ option on the PesaLink menu on PesaPap = and select the receivers bank name.

Yes, you do not need to link your account to send money. However, you need to link your account to receive money.

The last step of sending money to a recipient requires the customer to confirm the details of the transaction i.e. the name of the person (Send to Phone option), the account number and bank of recipient (Send to Account) and the card number of the recipient (Send to Card).

When a transaction fails, an automatic reversal shall push the funds back to the sender’s account.

• You can activate their debit cards to transact online by setting their own limits.
• In case you have lost or misplaced your card, you can deactivate your debit card.
• You can activate a deactivated debit card.
• You can generate a virtual card, load with funds for online transactions
• You can check their credit card balance