Frequently Asked Questions
Credit Cards
- VISA Gold Card – Personal/Corporate
- VISA Classic Card – Personal/Corporate
- VISA Platinum Card
- VISA Golf Card – Exclusively for Golfers only
- VISA Debit Card
Individual
- Certified copy of ID/Passport.
- Two passport size photographs.
- Certified copy of your bank statement for the last 6 months.
- Certified copy of the last two pay slips.
- Certified Copy of PIN certificate.
- Copy of valid work permit ( For foreigners)
Corporate
- Memorandum and Articles of Association
- Certificate of Incorporation
- Company’s Board Resolution
- Two passport size Photos of each applicant
- Certified Copy of Company PIN
- Certified True Copy of the Directors’ and applicants ID/Passport
- Certified Copy of your bank statement for the last 6 months
- Audited accounts of the company for the last 2 years
- Copy of valid work permit (For foreigners)
Golf card/ Individual
- Two passport size photographs
- Certified Copy of ID/Passport
- Certified Copy of PIN certificate
- Certified Copy of bank statement for the last 6 months
- Certified true copy of the last two pay slips
- Copy of golf membership card
- Copy of valid work permit (For foreigners)
To apply for a Prime Credit card you can:
- Call Card Centre on 0724-253289/0735-388872 or
- Visit the nearest branch, obtain the application form and submit with all details filled in.
Once we have received your application form at Card Centre with all the required documents,
your application will be processed in 2 working days. If your application is approved, you will
receive your credit card within 7 working days and you will receive a written notification of your
credit limit.
You can request for as many cards under the primary cardholder. The limit for one card will be
shared between the primary and supplementary cardholders.
You can request a credit card limit enhancement by sending an email to Card Centre at
primecard@primebank.co.ke or by writing a letter requesting for a credit limit increase. We will
notify you via email in 2 working days.
Before you travel please contact Card Centre on 0724-253289/0735-388872 with the below
information:
- Your name
- Your card number
- Travel destination/s including stopovers
- Travel start and end dates
Your credit card statement will be generated on the 15th of every month (The statement date)
we send the statement via email and via Post. If you do not receive your statement within 10
days of the statement date please call card center on 0724-253289/0735-388872 and we will
advise you of the amount payable and arrange to send you a copy of the statement via email.
You can choose from the below payment options:
- Cheque
- Cash
- MPesa
- PrimeMobi
The minimum amount due on or before due date is calculated as 15% of the total outstanding
due for that month. If you pay the minimum due, the remaining balance will be carried over to
the next month’s statement with the applicable charges.
You can write to us, stating that you want direct debit in place and the Prime Bank account number where the auto-debits will take place from.
Please notify us immediately by calling Card Centre on 0724-253289/0735-388872, so that we
can block your card.
This will protect you from any unauthorized transaction on your card
You will be required to submit a written request to cancel the card and also surrender the card.
You should immediately notify us by calling Card Centre on 0724-253289/0735-388872 we will
block the card immediately. You have to send a request for replacement.
You will need to approach the specific merchant to cancel the recurring transaction or the bank
can replace your credit card at a fee.
You can request for a new PIN by sending a request in writing. The new PIN will be re-issued at
a fee and dispatched to your branch.
Debit Cards
You will be required to fill in a debit card application form at the branch where your account is
maintained. We will require one photo and a copy of your ID/Passport.
You can request for a new PIN by sending a request in writing. The new PIN will issued at a fee
and dispatched to the branch where your account is held.
No, you cannot change the PIN for your debit card
You can call Card Centre on 0724-253289/0735-388872 and give your transaction details and
we will respond to you in 2 working days. Alternatively, you can also contact the branch where
your account is maintained.
You can call Card Centre on 0724-253289/0735-388872 and give the details of the card. You
will be required to write a letter for replacement of card. Charges for card replacement will
apply.
Yes, you must have an account with us to qualify for a debit card.
Your VISA debit card works locally where there is VISA logo on the ATMs and Stores. At present
the card cannot be used for online transactions or outside Kenya
The branch where your account is maintained will get in touch with you a month before the
expiry date to confirm if you wish to renew your card.
Pesalink
PesaLink is a service that enables interbank transfers from one person to another through the
retail payment channels of the bank.
PesaLink is real-time, available 24/7 and one can transfer any amount between KES10 and
KES.999, 999.It is safe, eliminates the use of cash or cheque as a mode of payment.
All banks who are members’ of Kenya Bankers Association.
You can send payments using your bank channels by going to the PesaLink menu on your
mobile.
To receive payments through your mobile phone, you should register for PesaLink services at
your bank. On registration, your mobile number will be linked to your account.
PesaLink allows the user to change the default account and choose the bank account which
they want linked to PesaLink by visiting the ‘Update PesaLink Profile’ menu on PesaLink.
Currently, PesaLink will facilitate local funds transfer only. International transfers will be scoped
in later phases of the service.
No, PesaLink will facilitate local funds transfer only at the moment .International transfers will
be scoped in later.
Yes you can by using ‘Send to Account ’and ‘Send to Card’ option on PesaLink
It takes about 45 seconds for a transaction to be completed
PesaLink will facilitate Funds transfer from KES to KES, USD to USD, GBP to GBP and EUR to
EUR accounts. There will be no currency conversion at the switch. However foreign currency
transactions have not been enabled via PesaLink. This will be done at a later stage.
Yes, you can use PesaLink outside Nairobi but within Kenya.
No .PesaLink is a service offered by IPSL which is a company fully owned by KBA.
No. PesaLink will only facilitate funds transfer from account to account or from account to card.
No. PesaLink will only facilitate ‘Person to Person’ funds transfer.
English.
You do not need a PIN to access PesaLink. The service will be available on the existing banks
channels.
You will receive an SMS confirming successful transaction
The last step of sending money to a recipient requires the user to confirm the details of the
transaction i.e. the name of the person (send to Phone), the account number and bank of
recipient (send to account) and the card number of the recipient (send to card)
No. You will be able to access PesaLink through the mobile banking platform of your Bank.
Yes, you can receive funds of up to KES 999,999 any day and time 24/7
Yes, one can use PesaLink to transfer funds from their account to the hospital’s account, if they
have the account number, via the ‘Send to Account’ option on PesaLink menu.
No, users will not be charged to receive funds on PesaLink
A customer can link one account from each bank that they bank with.
PesaLink does not provide funds transfer or withdrawal by those without a bank account
Yes you can. PesaLink is a 24/7service.
Prime Net
This is our internet banking platform which is a convenient and easy way to access banking
through the Internet.
- Get your Mini Statement
- Account Statement
- Cheque Image Retrieval
- Deposit Details
- Loan Details.
- Make Payments
- Transfers within your own accounts at Prime Bank
- Transfers to other accounts in Prime Bank
- Other local Bank transfers through Electronic funds transfer (EFT) OR
- Real Time Gross settlement
- Mobile /Airtime
- Top Up (Retail Clients)
- Tax payments to
- KRA using ItaxBulk
- Payments e.g. salary uploads (For corporate clients only)
- Scheduled transfers-i.e. initiate transfer to take place at a later date
- View transfer history
- Service Requests
- Request for a cheque Book
- Issue a stop payment request
- Register for SMS alert
- Register for mobile banking
- Apply for debit card
- Request for Bankers Cheque
- Cash withdrawal slip with denomination
- Customer Feedback Form
- Utility payments subject to KPLC, Nairobi Water, ZUKU, DSTV e.t.c
A secure token is a two factor security authentication device that generates a random 6-digit
number that you will use. The Token number cannot be re-used by a user in the system.
A PIN Mailer on the other hand consists of a sign on password and a transaction password.
These passwords expire after 365 days however a user can change the same at whichever time
they wish to.
The secure token is given free to ALL Prime Net Clients. If a client loses the Token then we will
charge Kes.10,000 for replacement.
Visit the nearest branch and fill in the RSA token lost form to enable deactivation.
All payments and transfers from your account through internet banking and service requests.
Send an email requesting for regeneration of password to primenet@primebank.co.ke
Send an email to your branch for your password to be enabled.
You can download the PrimeNET Password Reset Application Form from the bank’s main
webpage, fill it up and take it to the branch for submission to IT for resetting. The same form
can be obtained from any of our branches.
Prime Mobi
This is an innovative mobile banking platform that allows individual customers (retail), to carry
out transactions on their accounts using their smart mobile phones. You can download the app
from Google store or play store.
You need to sign up for the services from your branch, once set up log into the Prime Mobi
application using your login ID and login password called as MPIN (Mobile PIN).
- Account Balance Inquiry.
- Account Mini Statement Inquiry.
Send request for full account statement to the bank. - Inquire on Cheque status e.g. Paid, Unpaid and Stopped.
- Inquire on Treasury Rates.
- PIN Change – For both MPIN and TPIN
- Bank to M-Pesa transfers- Transfer of funds from your bank account, to an M-pesa
account. - PesaLink.
You can initiate funds transfer and confirm transactions using your TPIN password (Transaction
PIN)
You should request for reset of MPIN and TPIN by filling up the PIN regeneration form at the
branch where your account is held. Once reset the PIN will be sent to your phone via SMS