National Online Banking (NatOnline)

Frequently Asked Questions

• What is NATIONAL ONLINE?

  NATIONAL ONLINE is a simple, hassle-free and secure internet banking service available to all National Bank of Kenya customers in Kenya.

• Why should I choose NATIONAL ONLINE?

  • It's so easy to apply,
  • It's your own bank. You have instant access to up-to-date information on your accounts.
  • It's safe & easy. Using your username and Password, you can now bank with confidence knowing that your transactions remain safe with us. With our simple and intuitive navigational toolbars and buttons, you don't need other instructions or assistance.
  • It's fast. It takes only a few minutes to get updated account information and complete a banking transaction - giving you more time to do other things.
  • It's convenient. You can perform online banking right from the comfort of your home or office.
  • It's 24 hours. With this service, you can access your National Bank of Kenya accounts 24 hours a day, 365 days a year.
  • It's worldwide access. As long as you can access the Internet, you can access your National Bank of Kenya accounts, anywhere in the world.
  • No special software required. You don't need to purchase any special software. As long as you have a personal computer (PC) or a mobile device that can connect to the internet
  • Wide range of services. Our wide range of online banking services will help you to better manage your finance. Moreover, we will progressively add more new services for your convenience.

• Do I have to pay for using this service/Is there an extra charge for this service?

  All transactions (except transfer to mobile money) are charge-exempt

• Is this service available 24-hours?

  Yes. This service is available 24 hours a day, 7 days a week.

• What are the Product\Service Features?

  Account information

  • View a balance and summary of all linked Accounts, Loans and Cards,
  • View and download Account Statements
  • Setup and amend Standing Orders
  • Order for new Cheque Books (Ph2),
  • Stop Cheque Payment. (Ph2)

   

  Funds Transfer

  • Transfer funds through Account to Account,
  • Transfer funds to local banks through EFT & RTGS, Pesalink
  • Transfer funds internationally through SWIFT
  • Transfer funds to Mobile Wallets e.g. Mpesa (Ph2 Coming Soon),
  • Transfer funds to Cards (Ph2 Coming Soon),
  • Batch Transaction Processing (Ph2 Coming Soon),
  • Direct Debit (Ph2),
  • Bill Payments such as Electricity, Water, DSTV etc (Ph2 Coming Soon),
  • Bulk Funds Transfer for payments such as Salaries, Dividends, Wages, etc (Ph2 Coming Soon),
  • Liquidity Management, LC, Letter of Guarantee (Ph2 Coming Soon),

• When will the funds be available in the receiving account after I do an Immediate Fund Transfer to accounts within National Bank of Kenya?

  Fund transfers to other National Bank accounts will take effect immediately.

• Is there a maximum limit on the amount of funds I can transfer?

  As per the limit set during set-up, documentation will be required for amounts exceeding 999,999.95 (Nine Hundred and Ninety-Nine Thousand Shillings and Ninety-Five Cents).

• Can I add a Beneficiary Online?

  Yes, click on add new Beneficiary under Payment and Transfers menu and select New Beneficiary.

• What precautions should I take for this online service?

  Besides maintaining the confidentiality of your NATIONAL ONLINE username and password, you should take the following precautions:

  • DO NOT reveal your ID and password to anyone, write down or use it where someone else cannot see.
  • Change your password IMMEDIATELY, under User profile menu, if you suspect it has been revealed.
  • DO NOT use easily recognized name or numbers such as your telephone number etc. as your password.
  • REMEMBER TO LOG OUT of the system and close your browser whenever you leave your computer, even for a short while.
  • Clear your browser's cache on a regular basis so that your account information is removed. This is particularly important if you are using a shared PC. You should clear it after each session.
  • Always use the latest recommended internet browser so that you are using the most updated security features available.
  • Call our Customer Service or Transactional Banking teams for any queries regarding NATIONAL ONLINE.

• What should I do if I suspect there are unauthorized transactions on my account?

  • If you suspect there are unauthorized transactions on your account, please report to our Contact Center as follows: -
    Email: [email protected]
    Tel: +254 703 088 900
    Tel: +254 732 118 900
    Tel: 020 282 8900
  • Please provide details such as your name, account number, transaction type, date & time of transaction, description of error and amount involved.
  • If you suspect the unauthorized access is due to lost/stolen password, please call our contact center to terminate the password immediately.
  • You may want to take note of your last log-in date and time, as indicated at the Personal Homepage, each time you log-in to the service.

• What precautions should I take when using shared/public PCs for this service?

  We strongly recommend you not to conduct your internet banking transactions on such PCs unless you are sure that it is safe to do so.
  Please clear browser cache after each session so that your account information is removed from such PCs.

• How do I safeguard and protect my password?

  • Do not choose a password that is easily identifiable such as your personal telephone number, birthday or other personal information etc.
  • Avoid using sequential numbers (such as 123456) or same number more than twice (such as 123226) for your password.
  • Your password must always be kept confidential and not be divulged to anyone. Do not reveal your password to anyone.
  • Your password must be memorized and not be recorded anywhere. Do not write down your password or use it where someone can see.
  • Change your password immediately if you suspect it has been revealed.
  • Change your password regularly. You can change your password anytime under 'User Profile’

• How do I apply for this service?

  Application can be made at any National Bank Branch.

• What happens when my ID is invalid / What should I do if I have forgotten my ID/password?

  • On the homepage, you will select Forgot Login Details, you will be asked for your Login ID and Email Address.
  • A Link will be forwarded to your Registered email with the Instruction

• Can I change my password?

  Yes, you may change your password, under 'User Profile' service, anytime to ensure security.

• What should I do if I suspect that my password has been stolen or exposed to others?

  If you suspect that your password has been stolen or exposed to others, please change your password immediately.

• Can I view the transactions belonging to all my accounts?

  • Yes, you can view the transactions belonging to all your linked accounts under Customer Relationship.
  • View the Account Services section. Meaning, you must indicate all those accounts when making the application for them to be linked to NATIONAL ONLINE to view transactions related to them.

• How far back can I view my account statement?

  You can view your account statement up to 365 days from the value date. Your A/C statements can be downloaded either in Excel, PDF & HTML.

• What is an OTP and why must I use it?

  OTP stands for One Time Password which must be used to authorize login into NATIONAL ONLINE and to authorize any transaction done on Platform. It is an additional security layer embedded for all transactions on NATIONAL ONLINE. For authorization to login or perform a transaction, an OTP will have to be sent to your phone through SMS or email registered. Once you key in the valid OTP, the service will be authorized.

• Through which methods can I receive OTP?

  OTP can be delivered through SMS and Email.

• How long does an OTP take to expire?

  Email and SMS OTP expires within 2 minutes.