Equity Bank Kenya has announced a planned maintenance affecting several services across its self-service banking terminals and digital banking channels, including Equity Mobile App, Equity Online, *247#, and ATMs.
The bank issued a notice on Friday, November 28, stating that the services will be unavailable for three hours on Sunday, November 30, and two hours on Monday, December 1.
“Due to a planned system maintenance, Equity Mobile App & Online, Equity Online for Business (formerly EazzyBiz), *247#, EVA chatbot and Cash Deposit Machines (CDMs), ATMs, Card & Equitel services will be unavailable on Sunday, 30/11/2025 4:00 am – 7:00 am, and Monday, 1/12/2025 from 2:00 am to 4:00 am,” read the notice in part.
At the same time, Equity warned customers to avoid falling victim to fraudsters exploiting the situation. The bank reminded users that it only contacts clients through one official number, 0763 000 000, and stressed that it never asks for sensitive banking details through calls or text messages.
“Please remember, Equity calls you from only ONE number 0763 000 000. DO NOT engage with anyone asking for your personal banking details. Equity will never ask for your bank details, PIN, Password, OTP or Card information on phone or SMS. Apologies for the inconvenience.”
Equity Bank confirms system outage
This comes after thousands of Equity Bank customers across the country reported difficulties accessing mobile banking, USSD, and ATM services on Saturday, November 1, due to a system outage.
Users trying to access services using the Equity App received a message stating, “System Downtime: We are experiencing intermittent system downtime on this channel. Kindly bear with us as the technical team works to restore the services.”
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The disruption affected key services, prompting many customers to take to social media to express frustration over failed transactions and delays.
Following the complaints, the bank confirmed the outage and said its technical team was working to restore services as soon as possible. Customers were further urged to remain patient while the issue was being resolved.
“We are experiencing an intermittent service downtime on Equity Mobile App, Equity Online, EazzyBiz, USSD (*247#), Equitel, PDQ machines, and Cards. Our technical team is working to resolve the issue as soon as possible. We appreciate your patience during this time,” read the bank’s statement.
Implementation of new CBK-approved loan pricing rules
Meanwhile, Equity Bank has announced that it will transition to the revised Risk-Based Credit Pricing Model introduced by the Central Bank of Kenya (CBK) through a circular dated August 25, 2025.
In a notice issued on Friday, the lender stated that all new local-currency variable-rate loans will be priced under the revised framework, effective December 1, 2025. The bank further indicated that existing local currency variable-rate loans will transition to the new pricing framework by February 28, 2026.
“Equity Bank (Kenya) Limited remains fully committed to complying with all regulatory guidelines issued by the Central Bank of Kenya. We assure our customers of our continued support throughout this transition period.”
Under the revised model, all new variable-rate loan facilities will be priced based on the formula Central Bank Rate (CBR) + K, where K represents a customer-specific risk-based premium.
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This premium will incorporate customer credit risk, shareholders’ returns, lending costs, and other relevant expenses. The common reference rate will be the Central Bank Rate (CBR) as determined and published from time to time by the Monetary Policy Committee (MPC) of the Central Bank of Kenya.
The bank clarified that foreign currency, flat-rate, and fixed-rate loan facilities will not be affected by the change. Equity Bank also noted that customers whose facilities are scheduled for transition will be notified at least 30 days in advance, in accordance with regulatory requirements.
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