FAQs
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How do I register for mobile banking?
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To register for mobile banking services, select the service during account opening or simply visit any of our branches for a new application.
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Mobile banking setup is free of charge.
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You are required to be an account holder with a valid mobile number.
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You can access the service through the DTB mobile app – download from the App Store/Play Store or dial the USSD *382#.
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How to activate mobile banking:
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DTB mobile app:
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Visit any DTB branch for the application.
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You will receive a 4-digit OTP once you have been set up.
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Dial *382# to change the OTP to your preferred 6-digit PIN.
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Download the DTB app from the App Store / Play Store.
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Log in with the 6-digit PIN you have just set.
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You will be prompted to set your security questions.
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Once set up, you can start transacting on mobile banking using the DTB App.
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USSD (*382#):
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Visit any DTB branch for the application.
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You will receive a 4-digit OTP once you have been set up.
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Dial *382# to change the OTP to your preferred 6-digit PIN.
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Once done, you can start transacting on mobile banking using the USSD.
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What can I do if I have forgotten my mobile banking PIN?
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If you have forgotten your mobile banking PIN, follow the steps below to reset it. You will need to have set the security questions when you first registered.
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Enter the incorrect PIN 3 times and a pop-up on self-reset will appear on the 4th attempt.
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Enter your account & ID number.
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Verify the mobile number by entering the 6-digit OTP.
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Proceed to answer the security questions.
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Enter the new mobile banking PIN and confirm.
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Accept the T&C, then proceed to log in as usual.
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If you have forgotten your security questions or face any challenges in resetting the PIN, please visit the nearest branch with your National ID.
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I got a new phone and cannot access the mobile app. What do I do?
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Dial *382#, option Device Management.
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Enter your PIN, select the device to block (should display the old one).
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Enter your PIN, select the device to block (should display the old one).
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Proceed to block and end the USSD session.
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Log in to the DTB mobile app afresh.
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I got a SIM card and cannot access the mobile app. What do I do?
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Please visit any of our branches for SIM card activation.
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How to send money to mobile wallets:
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M-Pesa / Airtel Money - DTB mobile app
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Log in to your DTB app.
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On the home screen, tap "Send Money" (middle of the page)
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Select M-Pesa or Airtel Money
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Enter or select the mobile number you are sending to
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Select the account to be debited
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Enter the amount
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Enter your PIN
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Confirm the transaction
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You will receive a confirmation message
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M-Pesa / Airtel Money – USSD (*382#):
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Dial *382#, Select Move money, Select Mpesa/Airtel money.
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Enter the Mobile number you want to send to.
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Select the preferred account to be debited.
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Enter the amount, PIN, and confirm the transaction.
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You will receive a confirmation message.
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How to receive money from mobile wallets:
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M-Pesa:
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Go to "Lipa na Mpesa".
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Select Paybill - Enter 516600 as the business no.
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Enter your 10-digit DTB account number.
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Enter amount, PIN & press OK.
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Airtel Money:
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Go to "Airtel Money".
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Select Paybill - Enter 516600 as the business no.
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Enter your branch code followed by the 10-digit DTB account number.
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Enter amount, PIN & press OK.
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How to send money using Pesalink from mobile banking:
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DTB mobile app:
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Log in to your DTB app.
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Click on Pesalink, Send to account.
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Select the preferred account to be debited.
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Select the beneficiary bank from the drop-down list.
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Enter the beneficiary account number.
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Enter the purpose of sending.
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Enter amount, PIN & OK.
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You will receive a confirmation message.
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USSD (*382#):
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Dial *382#.
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Select Pesalink, send to the account.
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Enter the beneficiary account number.
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Select the bank category from the drop-down list.
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Select the bank in the category selected.
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Enter the amount you are sending.
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Enter the purpose of sending.
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Select the preferred account to be debited.
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Confirm details & enter PIN.
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You will receive a confirmation message.
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How to place a fixed deposit on mobile banking:
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DTB mobile app:
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Log in to your DTB app.
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Click on the 3 dots at the bottom of the app, select Fixed Deposit.
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Select the account to be debited, enter the amount, and select the tenor of the deposit.
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Confirm rollover, confirm details, enter PIN & OK.
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You will receive an SMS confirmation / push notification with the FD reference.
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A certificate is available at the branch if required.
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How to order a cheque book on mobile banking:
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DTB mobile app:
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Log in to your DTB app.
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Click on the 3 dots at the bottom of the app, Select Requests.
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Click on Cheque book request.
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Select the account for the cheque book request and the number of leaves.
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Enter PIN & press OK.
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USSD (*382#):
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Dial *382#, Select query services.
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Select the cheque book ordering.
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Select the number of leaves.
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Select the account for the cheque book request.
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Confirm details, enter PIN & press OK.
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How to send/receive funds from Western Union from mobile banking?
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Send Money:
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Log in to your DTB app.
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Under Send Money (middle of the page), Select Western Union, Send Money.
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Accept the T&Cs and follow the prompts.
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Enter country, amount, mode of receipt (cash or bank account), and account to send the funds from.
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Enter the receiver’s name as per their ID document, the Purpose, and the Source of the transaction.
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Confirm transaction – Review summary before proceeding.
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MTCN will be generated, and you will receive an SMS from the bank and Western Union.
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Receive Money:
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Log in to your DTB app.
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Under Send Money (middle of the page), Select Western Union, Receive Money.
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Accept the T&Cs and follow the prompts.
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Enter the MTCN number, amount, and receiving details.
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Select which account to receive the funds.
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Confirm transaction – Review summary before proceeding.
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Transaction successful.
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What loans do you offer?
Click on the below link to view our loan offerings and requirements for each loan type: DTB Loan Offerings.
What is DTB INUA?
DTB INUA is a 30-day salary advance facility.
Interest is charged at the prevailing interest rate.
The employer needs to sign up for the facility with the bank to extend it to its employees.
Both the employer and employee need to have accounts with DTB.
The advance limit is agreed upon by the employer and bank.
How to apply for a DTB INUA salary advance?
Once you are registered, follow the below steps:
Dial *531# on the registered mobile number.
Select 1 to activate and enter your ID number – accept T&C by clicking 1.
Enter default PIN received via SMS – Enter new PIN – Confirm.
Dial *531# – Enter new PIN – Select 1 to request Loan – Enter amount – Select 1 to continue and complete the process.
The advance will be credited to the registered DTB account number.
How do I repay the DTB INUA loan?
The INUA loan repayment is deducted from your account once the salary checks in.
How can I reset my INUA loan PIN once blocked?
Dial *531# on the registered mobile number.
Select 1 to activate and enter your ID number – accept T&C by clicking 1.
Enter default PIN received via SMS – Enter new PIN – Confirm.
Dial *531# – Enter new PIN – Select 1 to request Loan – Enter amount – Select 1 to continue and complete the process.
The advance will be credited to the registered DTB account number.
How do I unlock myself on i24/7?
If you enter your credentials incorrectly multiple times, you will get locked.
Log in to the i24/7 portal - Select the option to unlock the user.
Enter your corporate code - Enter User ID – mobile number.
Answer security questions – you will be redirected to input the OTP sent.
Enter OTP – Submit – Once successful, you will receive an email confirmation to the same.
I have forgotten my i24/7 password. How do I reset myself?
Log in to the i24/7 portal - enter the corporate code - enter User ID.
Select Forgot Password – Submit.
Enter Corporate code, enter username, and mobile number in 254 format.
Answer security questions – you will be redirected to input the OTP sent.
Enter OTP, enter new password, and confirm.
What is the maximum amount I can withdraw from the DTB ATM using my Debit card?
The maximum amount you can withdraw from the DTB ATM is Ksh. 70,000.
How to initiate a cardless withdrawal from mobile banking using my debit card?
DTB mobile app:
Log in to your DTB app.
Click on the 3 dots at the bottom of the app, select cardless withdrawal.
Select the account to be debited (with the debit card).
Enter amount, PIN & press OK.
You will receive an OTP to be used at the ATM for withdrawal physically.
USSD (*382#):
Dial *382#, select move money, select withdraw from ATM.
Enter amount, PIN & press OK,
You will receive an OTP to be used at the ATM for withdrawal physically.
While at the ATM, Select Cardless services, Cash withdrawal, enter the 6-digit OTP received on the mobile, enter the mobile number, and amount - Confirm and collect money. The withdrawal limit is Kes. 40,000 in a day (maximum).
How do I load my credit card from mobile banking?
DTB mobile app:
Under Funds Transfer, Select Card.
Select DTB Credit Card.
Select the preferred account to be debited.
Enter your mobile number and the last 4 digits of the card.
Enter amount, PIN & press OK.
Amounts will reflect by the End of the Day.
You can also pay via M-Pesa:
Go to Paybill.
Input Paybill: 584429 as Paybill no.,
Enter account number as the combination of your mobile number and the last 4 digits of the credit card, e.g., 254712345678xxxx
Enter amount, PIN & press OK.
What is the maximum amount I can withdraw from the DTB ATM using my Credit card?
The maximum amount you can withdraw from the DTB ATM is Ksh. 40,000.
What is my password to open my credit card statement?
Please enter the first four letters of the primary cardholder’s name in uppercase, followed by the date and month of their birthday.
How do I load my prepaid card from mobile banking?
DTB mobile app:
Under Funds Transfer, Select Card.
Select DTB Prepaid Card.
Select the preferred account to be debited.
Enter the last 6 digits of the card serial number (Serial starts with DTB0DTB).
Enter amount, PIN & press OK.
Amounts should reflect immediately.
You can also pay via M-Pesa:
Go to Paybill.
Input Paybill: 505151 as Paybill no.
Enter the last 6 digits of the card serial number (Serial starts with DTB0DTB).
Enter amount, PIN & press OK.
What is the maximum amount I can withdraw from the DTB ATM using my Prepaid card?
The maximum amount you can withdraw from the DTB ATM is Ksh. 20,000.
What accounts do you offer?
Click on the below link to view our account offerings and requirements for each account type: DTB Account Offerings.
What is my Customer ID / Password to open my account statement?
Dial *382*9# on your registered line and enter your 10-digit account number.
You will receive an SMS with a 9-digit code which can be saved for future reference.
Do you offer investment services?
Yes, we are licensed to offer custodial services.
The team can assist in opening a CDS and CBK account for Treasury Bills and Bonds,
Opening a CDSC account for trading in shares and much more.
Call us on 0719 031 888 for further information.
