ALTERNATIVE BANKING CHANNELS – FREQUENTLY ASKED QUESTIONS (FAQS)
- What are alternative banking channels?
Alternative banking channels are platforms that allow members to access SACCO services without visiting a physical branch. These include:
- Mobile banking (USSD *645# or *886#, Nafasi Mobile app)
- Internet banking
- ATM services
- Agency banking
- POS terminals
- WhatsApp banking (if applicable)
2. What services can I access through mobile banking?
You can:
- Withdraw
- Deposit
- Check your account and loan balance
- Transfer money (internal and external)
- Apply for loans
- Repay loans
- View mini-statements
- Buy airtime
- Pay Utility bills (e.g., KPLC, water, DSTV)
- Refer a friend
3. How do I get Nafasi Sacco App?
Download the app from google play store.
4. How do I register for mobile banking?
You can register by:
- Visiting your nearest branch and filling a mobile banking registration form
- Downloading the mobile banking form from our website and filling them then sending through email or WhatsApp.
5. Is there a fee for using mobile banking?
Yes. A minimal transaction fee may apply for services such as balance inquiries, transfers, and bill payments. Check our tariff guide for specific charges.
6. What do I do if I forget my mobile banking PIN?
Call our office line for mobile banking Pin reset.
7. Can I use the mobile app on multiple devices?
While possible, we recommend using one trusted device at a time and logging out after each session for security.
8. Can I use a different phone number other than the one registered in the system to transact?
No. Your account can only transact using the phone registered in the Sacco system. You can however deposit funds to your account using any phone number.
9. Can I access my account through the members’ portal?
Yes. You can access your account 24/7 from any device with internet.
10. How secure are the alternative banking channels?
Very secure. We use advanced encryption and security protocols. Always keep your PIN confidential and avoid sharing your login details.
11. What should I do if I suspect fraud or unauthorized access?
Immediately:
- Call our customer service centre
- Visit the nearest branch
- Change your PIN or password
- How do I log in to the web portal?
a) Click on this URL: https://webportal.nafasisacco.co.ke Alternatively, click https://nafasisacco.co.ke
b) Navigate to Member Login and click it
c) Choose Activate Option: Get OTP Number in the mobile phone prompting to Activate
d) Login: After Activation one can Login with their credentials
13. How often should I change my password or mobile banking PIN?
We recommend changing your credentials every 90 days or sooner if you believe they may be compromised.
14. Can I access SACCO services from abroad?
Yes, via web portal and mobile apps. Ensure you have roaming or Wi-Fi access.
15. How do I transact using my Nafasi ATM card?
Nafasi ATM card is Visa and can be used on any Visa ATM. We however prefer Cooperative bank ATM and agents. You can also withdraw large sums upto 300,000 over the counter at Cooperative bank.
16. How do I get my ATM Pin reset incase I forget it?
Kindly contact Nafasi sacco customer care for pin reset and activation
17. How do I update my personal details (e.g., phone number or email)?
You can update by:
- Visiting your nearest branch and filling a member update form
- Downloading the member update form from our website and filling it then sending through email or WhatsApp.
18. Who do I contact for help with alternative channels?
You can reach us through:
- Customer care hotline: [0728102039 / 0746857405]
- Email: [operations@nafasisacco.co.ke]
- WhatsApp: [0728102039 / 0746857405]
- Visit your nearest branch
19. Is technical support available for digital services?
Yes. The ICT department is available during working hours to assist with any technical issues via phone, email, or in person.
Emails to be used to raise and respond to issues
Support@nafasisacco.co.ke – External members
helpdesk@nafasisacco.co.ke- Internal staff
Phone call: 0728102039 /0737479373 / 0746857405