Answers to Questions

  • General Enquiries

    • About Loop

      What is loop?

      A new and edgy money management tool targeted at individual consumers and entrepreneurs.

      • It is a full banking service delivered through a mobile and web application that allows you to be in complete control of your finances.
      • The service is about delivering experiences through all customer touch points, both electronically and physically.
      • It allows for financial freedom to perform payments, set up Loop goals and investments, access loans, pay bills many other services.
      • It’s a money manager that helps you analyse your spending patterns, budget and plan your finances.
      • It rewards.

      Why should I choose loop?

      • EXPERIENCE:
        Loop provides a delightful user experience through a user interface that is fun and interesting. It gives you access to payment, credit and investment solutions without paper or promise. The Loop Store further enriches this experience by providing a space that is aesthetically pleasing as well as functional.
      • PERSONAL FINANCIAL MANAGEMENT:
        Loop becomes part of your lifestyle.  It analyses your spending habits giving you control of your money. You see where your money comes from and goes to. It makes you a better financial manager.
      • REWARDS:
        Loop provides you with joyful moments for using the service. Tell a Friend, send money, pay loan, a surprise is in store for you.

      Is it expensive?

      Not at all; there is no fee for maintaining a loop account. However there may be a basic cost associated with send money transactions initiated on the app or that relate to withdrawals from ATMs among other requests.

    • Account Security Queries

      Do you guarantee the security of my banking information?

      Yes. CBA Loop is regulated by the Central Bank of Kenya and we are dedicated to offering you online fraud protection you can rely on. You are protected 100% against unauthorized online transactions and trust you will play your part to keep your credentials and loop information safe – see some tips on how to safeguard your information.

      How can I help safeguard my information?

      You are the first line of defense for your Loop Account Security. Below are some guidelines to protect your account:

      • Never provide your log-in Password to anyone. The CBA Loop reps will never ask for this information and you should NEVER share this with anyone.
      • When you have completed your Loop session, always exit the Loop APP by clicking ‘Sign out’.
      • Select a Password which consists of letters and numbers. Select something that would not be easily guessed by others. This applies to the Loop card PIN too.
      • Be careful with your Loop Account Log-In Password and Loop Card PIN. Do not write them down or maintain them in a place that is easily accessible.

      Does it mean if someone knows my log in password they can transact on my account?

      Yes, Should you prefer an additional level of security, we have provided for a One Time Password (OTP) use to sign on all financial transactions and maintenance performed on the app. Use the account management option to set this and trust us to lock it down.

      What happens if I do not log off of the Loop APP?

      The Loop application by default has a time-out feature. If the system is idle, you will automatically be disconnected.

      How often will my password change?

      When you sign up for Loop, you will be required to set your access password. That will remain your Password unless you choose to change it using “Change Your Password” function. However we recommend you change your password periodically for security purposes, but we will not prompt you to do so.

      How safe/secure is the CBA Loop application?

      The CBA Loop is a very secure Application, which not only guarantees you protection against fraudulent activities but also helps you manage your finances efficiently.

       

    • Help Queries

      My password does not work/I forgot my password. What do I do?

      Keep Calm!

      – Verify that your Loop Account User ID has been entered correctly.

      – Clear the password field and re-enter.

      If it still does not work, click on the “Forgot Password?” link. You will be asked for additional security information; ensure your responses are typed in exactly how you set them up – kind of like a password. If we confirm it is really you, we will let you create a new Password and continue with the log-in process.

      Can I change my Password and Loop App User ID?

      You can change your password as many times as you wish, however your user ID remains the same as this is what identifies you as a looper.

      Do I have to visit a loop zone for help if I have any queries?

      This is not necessary. For queries and assistance, we have provided a help widget in the app that should always be your 1st stop! Skim through the very detailed help information and if this does not answer your query, you can raise a ticket that will be attended to by any rep from our loop crew before you know it. But should you wish to talk to us, call us anytime on 0709 714 444/0730 714 444.

      What if I forget my Loop Card PIN?

      We hope this never happens because we let you set a PIN you would easily remember. In the unlikely event you forget it, please visit a loop outlet and request for a replacement card that will be issued at a fee.

      Moral of the story; Always set a loop card PIN that only you will remember.

      How do I report a lost or stolen Loop Card?

      In case your card gets lost or stolen, log into the app as soon as possible and use the account management option to block your card immediately.

      Where are your Loop Stores located?

      You can visit any of our loop stores at:

      REGION LOOP STORE LOCATION
      Nairobi Mama Ngina International Life House, Mama Ngina Street
      Nairobi Sarit Centre 1st Floor, Sarit Centre, Westlands
      Nairobi Yaya Centre 1st Floor Yaya Centre, Kilimani
      Nairobi Garden City 2nd Floor, Garden City Mall, Thika Rd
      Nairobi Buru Buru 1st Floor, The Point Mall, Buru Buru Phase 4
      Nairobi Ongata Rongai Ground Floor, Maasai Mall, Ongata Rongai

       

      How do I load cash into my Loop current account?

      Option 1:

      Use Paybill 714777 and key in your Mobile Phone Number as the Account Number.

       

      Option 2:

      Visit any CBA branch and have your cash deposited directly into your CBA Loop Account.

      Can I link my Loop card to make online payments? e.g on uber

      Yes you can.  Add your Loop card as a payment option on the Uber app and have your rides paid for hustle-free.

       

    • How to register on Loop

      How can I register for CBA Loop?

      Step 1: Download the CBA Loop Application from the App or Play store on your smart phone device. You can also register using our web link www.cbaloop.com and complete your registration to start your journey of becoming a looper.

      The 2 things to triple check are captured correctly as you register are;

      – Your Mobile Phone Number which will be used for all engagement and

      – Your email address that will be your user log in as long as you are a looper.

       

      Step 2: Visit any of our loop outlets to collect your loop card; we will be really glad to meet you in person!

       

      Step 3: Start Looping!

      How can I request for a CBA Loop Card?

      Easy! Complete your registration to order for a card and view the available Loop store outlets that you can obtain your personalized card from. Come to any of our stores with the six-digit code you will receive and you will readily be assisted by our Loop agents to walk out with your passport to happiness in the loop world.

       

      Remember to carry your registration legal document, KRA PIN and Ksh. 500 as e-money.

      When can I start fully enjoying in the world of Loop?

      Begin looping it immediately you walk out of any of our loop zones with your loop card.

      What is a referral code?

      A referral code is a unique six digit code generated from one’s Loop profile through the ‘Tell a Friend’ feature to invite a friend to register on Loop.

      When you spread the loop love and share your unique loop code with your friends to register and join the world of loop, you stand a chance to get exciting rewards for your efforts to grow our fam.

      I am an existing CBA Customer, do I have to register onto loop and why?

      Yes. Loop is a new digital banking experience that is targeted at the millennial at heart and age. We recognise that you may have an existing banking relationship that is entrenched and hope that as Loop, we can complement this offering and before you know it, become your primary banking relationship that fits within your lifestyle.

      What if I am Up-Country or live abroad?

      We are really glad you have expressed an interest in Loop. Sadly our instant card issuance is only in Kenya and for starters in Nairobi and its environs….but not for long, we’re busy enhancing the proposition to Unbank you from wherever you are in Kenya and the World. Look out for our communication.

       

  • Send Money

    • To Mobile

      Via Loop

      Send money directly to a fellow looper straight to their loop account in near real-time if you have their mobile number.

      To send Money to Mobile via Loop:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Mobile’
      3. Select the send money via ‘Loop’ option – this will always be the cheapest option
      4. In-put the recipient’s mobile number by either entering the number or searching from the saved favourites /phone book contacts.
      5. Enter the Purpose and Category fields – this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money Confirmation Screen and Confirm that the details you have entered are correct.
      7. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.

      Via Pesa Link

      If the person you are sending money to is registered on Pesa Link, send money directly to their bank account in near real-time if you have their mobile number.

      To send Money to Mobile via Pesa Link:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Mobile’
      3. Select the send money via ‘Pesa Link’ option
      4. Enter the recipient’s mobile number by either keying in the number or searching from the saved favourites/phone book contacts.
      5. Enter the Purpose and Category fields – this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money Confirmation Screen and Confirm that the details you have entered are correct.
      7. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.

       

      Via Mobile Money

      Send Money to your beneficiary’s Mobile Money account directly from your loop account.

      To send Money to Mobile via Loop:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Mobile’
      3. Select the send money via ‘Mobile Money’ option
      4. In-put the recipient’s mobile number by either entering the number or searching from the saved favourites/phone book contacts.
      5. Enter the Purpose and Category fields- this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money confirmation screen and confirm that the details you have entered are correct.
      7. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.
    • To Bank

      Via Loop

      Send money directly to a fellow looper straight to their loop account almost immediately with this option if you know their loop account or have saved them as a favourite.

      To send Money to bank via Loop:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Bank’
      3. Select the send money via ‘Loop’ option – this will always be the cheapest option
      4. Enter the displayed transaction fields with appropriate details to successfully make transfer.
      5. Enter the Purpose and Category fields – this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money Confirmation Screen and Confirm that the details you have entered are correct.
      7. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.

      Via Pesa Link

      If the person you are sending money to is registered on Pesa Link, send money directly to their bank account in near real-time if you have their bank account details.

      To send Money to bank via Pesa Link:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Bank’
      3. Select the send money via ‘Pesa Link’
      4. Enter the displayed transaction fields with appropriate details to successfully make your transfer.
      5. Enter the Purpose and Category fields – this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money confirmation screen and confirm that the details you have entered are correct.
      7. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.

      Via EFT

      Send money through the well known Electronic Funds Transfer (EFT) option through loop and your recipient will get it in T+2.

      To send Money to bank via EFT:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Bank’
      3. Select the send money via ‘EFT’ option
      4. Enter the displayed transaction fields with appropriate details to successfully make your transfer.
      5. Enter the Purpose and Category fields – this will be really helpful when reviewing the personal financial management #PFM for great insights on your spend.
      6. Proceed to Send Money confirmation screen and confirm that the details you have entered are correct.

      Via RTGS

      Send monies to your favourite or beneficiary and enjoy a Real Time Gross Settlement (RTGS) which essentially means the person will receive the money the same day. If you send money after 1500 hours, the beneficiary will receive the funds the next working day.

      To send Money to bank via RTGS:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Send Money’ option then select ‘To Bank’
      3. Select the send money via ‘RTGS’ option
      4. Enter the displayed transaction fields with appropriate details to successfully make a transfer.
      5. Proceed to Send Money confirmation screen and confirm that the details you have entered are correct.
    • General Enquiries

      Can I transfer money from my CBA Account to CBA Loop?

      Yes. You can send money from your CBA Account to your CBA Loop account using Mobile Banking and Internet Banking platforms.

      How much will it cost to Send Money?

      You will be charged the below transaction fees inclusive of excise duty to send money on Loop via various channels. The transaction fees will be displayed below the Send Money option you select.

      MOBILE

      LOOP Ksh.33

      PESA LINK Ksh.44

      MOBILE MONEY Ksh.69.3

       

      BANK

      LOOP Ksh.33

      PESA LINK Ksh.44

      EFT Ksh.33

      RTGS Ksh.33

       

      How much money can I send on Loop?

      The maximum amount you can transfer on Loop is KES 999,999. However this will be determined by your Loop account balance at any given time.

      How long will it take before funds are reflected in the recipient’s account after I send it?

      Sending money from your Loop account to a fellow Looper is near real-time and the funds will be reflected in the recipient’s account almost immediately after transaction.

      RTGS transactions: Funds will be availed into the recipient’s account on the same day, however if a transaction is performed after 1500hours recipient’s account will be funded on the next working day.

      EFT transactions: Funds will be available in the recipient’s account on the next working day.

      Can I cancel my send money transfer on Loop?

      You may be able to cancel your send money transaction if you have not confirmed to commit the transaction via the Loop app. To avoid sending money to unintended recipients, be sure of your transaction details before confirming it.

      What if I enter an incorrect mobile number or account number for the receiver?

      Funds are transferred based on the mobile number and account number provided. To be sure that your money is transferred to the intended receiver, you MUST be sure to provide the correct mobile phone number or account number.

      In which currency can I transfer my funds?

      All Loop money transfers are done in the Kenyan Shilling (KES) local currency.

  • Pay Bill

    • General Enquiries

      Is Parking and Water Bill Payments via Loop only limited to Nairobi?

      For now, this is limited to Nairobi however we are eager to roll out to all counties that have digitized their collections.

      My monthly bill is standard, can I make a standing order to have it settled automatically?

      Yes. Loop offers you this convenience; using the Debit Orders widget on the Loop app menu, set up your regular bill payment to avoid missed due dates and late fees.

      How much will I be charged to settle my bill using the Loop Pay Bill?

      You will be charged a transaction fee of KES 44 inclusive of excise duty.

    • Pay Bill

      Pay Bill

      Use the Pay Bill Loop feature to Pay for  DSTV, GOTV, Jambojet, Safaricom Pre-paid Airtime,Nairobi Water,Zuku Fiber, Single Business Permit, Seasonal Parking, JamboPay NHIF, KPLC Pre-paid, KPLC Postpaid and StarTimes.

      If it is a standard amount every month, you can opt to set up a Debit Order to avoid interruptions, late fees and missed due dates.

      To make a utility payment:

      1. Go to the Hamburger Menu
      2. Select ‘Pay Bill’
      3. Select the business name from the list provided or use the search function to find your biller of choice
      4. Enter the transaction details in the fields provided
      5. Select ‘Confirm’ to verify the Transaction details and complete payment.
      6. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.
  • Buy Goods

    • General Enquiries

      Can I use a Lipa na MPESA till number to make a payment straight from my Loop Account with this option?

      The Buy Goods feature is designed to help you make payments for goods and services to Loop registered merchants only.

    • Buy Goods

      This is a service that allows loopers to pay for goods and services easily and conveniently at loop registered merchant stores using the app.

      To settle your bill:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Buy Goods’
      3. Enter the Transaction details displayed
      4. Select ‘Confirm’ to authenticate the transaction
      5. IF you have set up use of a One Time Password (OTP) in your account management, confirm your payment by keying in the password received to authorise the transaction.

      Display screen will confirm your transaction was successful.

  • Loop Invest

    • How to Set-up a loop investment

      To Set-up a Loop Investment, follow the 4 easy steps:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Loop Invest’
      3. Click on Set up Investment then Enter the Investment Title and the amount
      4. Select Investment Period of between 3 months to 12 months and select break option.
      5. Select the action at maturity either as ‘Payout’ or ‘Re-invest’ then Select ‘Proceed’ to complete set-up

      Terminology explained;

      Break option: This option should be set to ‘Yes’ if you think you will need to access the monies invested before the maturity date. This option has a direct impact on the return on investment.

      Payout: On Maturity of the investment, we will pay out your Investment plus any interest earned to date into your loop current account.

      Re-invest: On Maturity of the investment, we will re-invest your investment plus interest earned to date for another similar period.

    • Withdraw

      This will allow you to withdraw from your set investment funds after a period of time. Should you withdraw from your investment and you had not select a break option, the return on investment rate will be revised downwards to take into account the unexpected request. You will also be shown your interest earned to withdrawal date.

      To withdraw:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Loop Invest’
      3. A display summary of your Set Investments will appear
      4. Choose the specific investment that you would like to withdraw from and click on the ‘Withdraw’ button at the bottom of screen.
      5. A notification will appear on the screen for you to confirm your withdrawal request and advice you on the applicable interest rate. If OK with the terms, your request will be received and the funds availed in your account in 48 hours.
    • Investment Details

      View the specific details of the various investments you have in your portfolio. To view your investment details, click on the specific investment from the investment summary.

    • Investment Summary

      This is a summary display of your total investments set up on specific projects and their average effective rate of return. You are also able to view your set investments list by name.

    • General Enquiries

      Can I top up my set investment funds time after time, for example on a monthly basis?

      For now, there is no option to top up on an already existing Investment. However you can create as many Investments as you prefer and manage them through the portfolio view.

      What is the minimum/maximum amount of money that I can invest?

      The minimum amount you can invest is KES 1,000 while the maximum is KES 999,999.

      What is the minimum/maximum tenure I can choose to invest?

      You can choose to invest for a period of 3 Months, 6 Months, 9 Months or 12 Months.

      What interest pay outs are available?

      Your investment will earn an applicable interest rate that ranges from 7% to 8% depending on your investment tenure and break options you select while setting up your investment.

      Is there any charge/processing fee levied for setting up a Loop Investment?

      There is no facility fee levied on setting up an investment; it is free of charge.

      When will my interest amount be paid?

      Your interest will be paid at the end of the investment maturity period. You will be required to initiate the withdrawal request via the Loop app for funds to be availed in your Loop account. Once a withdrawal request is made, funds will be transferred into your account after 48 hours.

      How will the maturity amount be transferred?

      We will transfer your investment amount plus any interest earned to maturity date into your Loop current account.

  • Debit Orders

    • To Mobile

      Via Loop

      This option allows you to schedule future and regular payments and transactions from your Loop Account to the mobile number of a beneficiary via Loop. To schedule a payment:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Mobile”
      4. Select the transfer type as ‘Loop’
      5. Enter the recipient’s Mobile Number and the amount to transfer
      6. Select the category name and title of your Debit Order.
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorize your payment.

      It is done once you confirm it.

      Via Pesa Link

      This option allows you to schedule future payments and transactions from your Loop Account to the mobile number of a beneficiary via Loop. To schedule a payment:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Mobile”
      4. Select the transfer type as ‘Pesa Link’
      5. Enter the recipient’s Mobile Number and the amount to transfer
      6. Select the category name and enter the title of your Debit Order.
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorise your payment.

      It is done once you confirm it.

      Via Mobile Money

      This option allows you to schedule future payments and transactions from your Loop Account to the mobile number of a beneficiary via Loop. To schedule a payment:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Mobile”
      4. Select the transfer type as ‘Mobile Money’
      5. Enter the recipient’s Mobile Number and the amount to transfer
      6. Select the category name and enter the title of your Debit Order
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorise your payment.

      It is done once you confirm it.

    • To Bank

      Via EFT

      You can schedule future payments and transactions from your Loop Account to your beneficiary’s bank account via Pesa Link. To add a Debit Order:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Bank”
      4. Select the transfer type as ‘EFT’
      5. Enter the recipient’s Name, Account Number, Bank & Branch, the amount to transfer and the Destination Bank.
      6. Enter the Transaction Purpose, choose a category name and enter the title of your Debit Order.
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorise your payment.

      It is done once you confirm it.

      Via Loop

      This option allows you to schedule future payments and transactions from your Loop Account to your beneficiary’s bank account via Loop. To add a Debit Order:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Bank”
      4. Select the transfer type as ‘Loop’
      5. Enter the recipient’s Account Number and the amount to transfer
      6. Select the category name and enter the title of your Debit Order.
      7. Using the frequency bar, set the frequency of your Debit Order.
      8. Click on the ‘Proceed’ button to confirmation screen and select a sub-category.
      9. Confirm the Debit Order set-up by clicking the ‘Confirm button’. An On-Screen success confirmation notification will be displayed on the screen signifying a successful set-up.

      Via Pesa Link

      You can schedule future payments and transactions from your Loop Account to your beneficiary’s bank account via Pesa Link. To add a Debit Order:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Bank”
      4. Select the transfer type as ‘Pesa Link’
      5. Enter the recipient’s Account Number,the amount to transfer and the Destination Bank.
      6. Enter the Transaction Purpose,choose a category name and enter the title of your Debit Order.
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorise your payment.

      It is done once you confirm it.

      Via RTGS

      You can schedule future payments and transactions from your Loop Account to your beneficiary’s bank account via RTGS. To add a Debit Order:

      1. Go to the Hamburger Menu on the Home Page
      2. Select ‘Debit Orders’ then “Add New”
      3. Choose “To Bank”
      4. Select the transfer type as ‘RTGS’
      5. Enter the Recipient’s Details, Address and the amount to transfer
      6. Enter the Transaction Purpose, choose a category name and enter the title of your Debit Order
      7. Using the frequency bar, set how often you would like the payment done i.e weekly, monthly etc.
      8. Categorise your payment.

      It is done once you confirm it.

    • General Enquiries

      What is a Debit Order?

      A Debit Order is a regular payment instruction that you set on the CBA Loop app to allow the bank to transfer a certain amount of funds from your Loop account to a specific beneficiary’s account.

      Is it possible to cancel a debit order?

      Yes. You can cancel your debit order by selecting the specific set debit order from the Debit Order list, then confirming to delete. From this menu, you can further edit/amend your Debit Order details.

      What if my account balance is less than my debit order?

      Your Debit Order transaction will be unsuccessful and a notification will be sent to you informing you of the insufficient account balance. To avoid missed due dates and possible penalties from your biller, ensure your account balance is sufficient to cater for your Debit Order.

      Will I receive notifications prior to my debit order being executed?

      Yes. We will send you a reminder notification 3 days prior to the debit order transfer.

  • Statements

    • Statements

      The Statements feature allows you to access your Loop Current Account transaction records over a specified period of time.

      To generate your statement:

      1. Go to the Hamburger Menu
      2. Select ‘Statement’ widget
      3. Then “Generate Statement”
      4. A display screen will open up with your Account name, account number and account balance.
      5. Proceed to select your preferred range of transaction dates then click “Generate Statement”
      6. If you are making this request from the app, your statement will be sent to your registered email address. If you make the request from the web, the statement will be displayed in the bottom split screen for your review. If you would like to have this sent to your email address click on the generate statement tab a second time and it will be done.

       

    • General Enquiries

      How much will I be charged to generate my account Statement?

      Loop e-statements are free of charge.

      What types of accounts are e-statements available for?

      The Loop ‘Statement’ feature will allow you to view and generate Loop current account and loan account transaction records.

      After enrollment on to Loop, when will I receive my first e-statement?

      Your e-statement generation is based on a personal request; you can generate your e-statement as soon as you begin transacting on Loop. However, we shall not send you periodic Loop e-statements.

      How far back can I view my e-statement?

      The power is in your hands! You can choose the “start date’ you prefer from the drop down list provided to generate your e-statement. Your generated statement will bear all the transaction records of the period selected.

      How can I change the e-mail address that my e-statement notification is sent to?

      You will not be able to change your email address as this is your user name used during Sign-In and all your notifications will be sent to the email address you provided during Account Opening.

  • Favourites

    • Add a Favourite

      To Add a Favourite, follow the 3 easy steps below:

      1. Go the Hamburger Menu on the Home Page, Select ‘Favourites’ then choose ‘Add New Favourites’
      2. Enter Favourite’s Identity Details
      3. Enter Favourite’s Account Information and confirm to have it done.

      From this menu, we will allow you to quickly make an amendment to an existing favourite or remove any person who is no longer in your inner circle of recipients.

  • Management

    • My Profile

      To edit your Profile:

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘MY PROFILE’
      2. You will then be able to amend the editable fields shown on the screen
    • Tell a Friend

      Spread the loop love and share your unique loop code with your friends to register and join the world of loop. You stand a chance of getting exciting rewards for your efforts to grow our fam.

      How to easily share your loop code as you tell a friend?

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘TELL A FRIEND’
      2. Select Share
      3. Select method for sending the Referral code/web link generated then Share
      4. The recipient will receive a referral code which they can use to register on to Loop.
    • Sign out

      To sign out of the Loop App:

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘SIGN OUT’
      2. Confirm that you would like to Sign out
      3. You will be automatically logged out of the Loop App upon confirmation
    • My Account

      Use this feature to manage your Loop Card.

      To amend/set your Card Limits:

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘MY ACCOUNT’
      2. Click on Edit
      3. Edit your preferred field/fields then ‘Confirm’

      To block/unblock your Loop Card:

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘MY ACCOUNT’
      2. Click on Block/Unblock
      3. Specify your reason for blocking/unblocking e.g Stolen, Damaged or Back into the country e.t.c
    • Preferences

      This feature gives you the freedom to choose how you would like us to send you your Transaction notifications. Choose your preferred mode of notification as In App, Email or SMS then confirm. You can also choose to activate One Time Password (OTP) as an additional security measure to authorize all your transactions.

    • Change Password

      To Change your Password:

      1. Go to the navigation arrow at the top, right of the Hamburger Menu items and select ‘CHANGE PASSWORD’
      2. Enter your Current Password
      3. Enter your New Password
      4. Confirm your New Password
  • Personal Financial Management

    • General Enquiries

      When you have money in and out on the same day, which color will show in the financial calendar?

      If there has been an inflow and outflow of cash from your account the financial calendar will indicate a green colour.

      What are the colors at the bottom of the financial calendar for?

      The red colour indicates money spent while the blue colour indicates an income to your Loop account.

    • Analysis

      The Analysis widget displays your overall expenses and income in the selected time range, according to categories with an option to drill down to a category and view spend by sub category.

      We will represent this information for you in a simple graphical display by default upon entry on the landing page of the App/Web and that will be an eye opener get the full picture of your expenses and income throughout the month.

      As a looper, our aim is to equip you with the information you need to either keep at your controlled spending or slow you in your tracks if you are blowing money too fast and take control. It is possible with loop and PFM.

    • Accounts

      The PFM accounts summary offers a consolidated view of all Loop current account, debit card and products that have been sent to the PFM database, as well as showing the details of the Cash Account and the external aggregation accounts.

    • OK to Spend

      The OK-to-Spend PFM widget indicates the amount of money one has availed themselves to spend without harming their budget. It provides a header with the Balance account and Current Month Cash Flow amounts updated. Each of these components are compute forecasted payments (in and out) that come from three different sources:

      • Automatically detected patterns from regular payments over the months.
      • Manually entered patterns by the user.
      • Automatic payments managed by the bank which requires the bank to send regular payments i.e. Debit Orders.

      The widget will display a breakdown of the amounts in categories of Spent, Safe to Spend and Scheduled.

    • Cash Flow

      The Cash Flow Widget is a read-only mini module that will display your monthly cash flows of the past 3 months broken down into debit and credit.

    • Budgeting

      The budgeting module is such a powerful tool to create discipline in your spend by making you aware of your current month discretionary spending, and helps you to stay within limits.

      This is displayed in a bar that is able to show you your budget progress against today’s date that will always be represented by a moving vertical line to visually keep your spending in check.

      This Personal Financial Management feature is important as it is created to curb expenses within categories or subcategories and keep you in the know at all times in order to make sound decisions with your money.

      Your budget will have 3 different status:

      • Safe (Green): You will be considered safe if the amount you have spent is within the proportional budget limit: e.g. 15 days into the month, only half of the budget should be spent to remain safe.
      • Danger (Amber): More money has been spent on a category than proportionally allowed, but still within the end-of month budget.
      • Over (Red): Once the total of category’s expenses exceed the budget allocated, we will let you know all is not well.
    • Net Worth

      The Net-worth module helps you construct a complete insight of your net-worth as a basis to help with impactful financial decisions (Tax, property decisions, pension plans, etc.)
      This Widget summarizes assets and liabilities, including both proprietary and 3rd party products. Both assets and liabilities can be broken down into classes, such as savings, property, loans and a mortgage. It allows you to compare the development of net-worth over time.

    • Calendar

      Do you spend too much immediately your paycheck is in and remain with no activity as you get closer to the next payday? The Financial Calendar will help keep you in check by creating a heat map of your previous and future payments out and receipts to easily pick out your spend patterns.

      In addition it acts as reminder by notifying you of upcoming bills or unexpected outliers in your expenses hence protects you from erroneous payments.

      All your transaction records will be displayed in such an intuitive calendar lay-out, you are going to see your finances through a clearer lens.

    • Operations

      To make sense of all your cash in and cash out, it is important to categorise all transactions. This mini module displays your number of total transactions, categorised, uncategorised and percentage of uncategorised transactions to activate you to complete categorisation of your transactions.

      Get into the habit of categorising every single coin spent to optimize and reap the benefit of better PFM to plan, track and remain fully aware of your financial situation.

      This information will be displayed over a period of time usually the current month.

  • Errors Explained

    • E200

      Hey there Looper! We failed to complete your request as your account has been inactive for a while. Keep transacting to stay active on Loop and continue enjoying the rewarding world of experience.

    • E201

      Sorry! We were unable to complete your request possibly due to an account restriction. We look forward to engaging you with further details to help you continue enjoying the rewarding world of Loop. Keep it Loop!

    • E300

      Oops! Your payment transfer request was not allowed because of a restriction on your account, insufficient funds or an ommission in your entries. Please try one more time.

    • E301

      Oops! We failed to transfer funds into your recipient’s account because the account may be inactive, has a restriction or does not exist. Please verify then try again.
    • E302

      Sorry! Your transaction request failed to go through possibly due to accounts inactivity, a restriction placed on your account or an omission in your entries. Please try again.

    • E303

      Oops! We were unable to transfer funds from your account at this time due to account restriction, missing information or a wrong entry. Please check and try again.

    • E304

      Oops! The payment transfer was not allowed due to either a restriction placed on your account, inactivity or some missing information. We look forward to engaging you with more details to keep you looping.

    • E305

      Sorry! Your transaction requests can not be completed for now as your account may have been inactive, has a transaction restriction or due to an ommission in your entries. Please check and try again.

    • E306

      Your transaction was not completed because you did not provide your recipient’s account number or the account number provided does not exist. Please enter their account number, verify and try again.

    • E309

      Hey Looper! We failed to complete your transaction as the amount you entered contain special characters. Please enter an amount without decimals then try again.

    • E503

      Sorry, your details do not match the payment ID you provided. Please verify your details and re-set your Debit Order to enable us deliver your payments promptly and accurately.

  • Loop Loan

    • Unsecured Loan

      Coming soon…

  • Loop Goals

    • How to set up a Loop Goal

      To create a Loop Goal:

      1. Click on the Loop goal widget to launch the Loop goals list then click the + button on the Loop Goal list page.
      2. Enter Goal Name – This field is to help you identify the goal.
      3. Goal Type – Each goal must be tied to a category to identify the type of goal.
      4. Goal Amount – This is a mandatory field for you to fill in the amount for the goal.
      5. Start Date – This is an optional field. Should you choose not to give a start date – the current month and year is taken as the default.
      6. Term of Goal – This is the period of meeting your goal.
      7. Initial Amount – This is an optional field. If you choose not to provide a start amount, this amount is set to 0.
      8. Goal End Date
      9. Regular Payment Data – This is the regular amount, Contribution Start Date, Frequency and selection of the funding account
      10. Save the goal by clicking on the save button.

      You will see a notification bar at the bottom of the screen that will show that the Goal has been added successfully.

    • How to top up a Loop Goal

      To top up a goal:

      1. Click on the loop goal widget to launch the loop goals list.
      2. Top up your preferred goal by selecting a goal on the Loop Goals list page.
      3. Select Goal Top up option from the vertical dots menu.
      4. You will then be prompted to key in a Top up Amount

      Once the top up transaction is complete, you will see a confirmation of the top up at the bottom of the screen and be prompted to finalize the transaction.

      From this page you will also be able to Edit or Delete your set up Loop Goal.

    • General Enquiries

      Is there a maximum loop goal limit?

      Yes. The Maximum loop goal limit is KES 999,999.

      Is it possible to allow overdraft to pay for debit loop goal if my account has insufficient funds?

      Yes it is possible if you have activated an overdraft facility and the amount needed does not exceed the overdraft amount.