Equity Bank Kenya has announced a temporary service disruption affecting bank-to-mobile wallet transactions, urging customers to remain patient as its technical team works to resolve the issue.
In a notice sent to members on Friday August 22, the lender confirmed that a hitch has interrupted mobile money services but assured customers that efforts are underway to restore normalcy.
“We are experiencing a service interruption affecting bank-to-mobile wallet transactions. Kindly bear with us as the technical team works to restore the services. We apologize for the inconvenience,” the bank said.
At the same time, Equity issued a caution to customers against falling victim to fraudsters exploiting the situation.
Equity Bank Announces Temporary Disruption in Bank-to-Mobile Services
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.
“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,” the lender warned.
Equity Bank facilitates bank-to-mobile wallet transactions through various platforms, including the Equity Mobile App, Equitel, and partnerships with international remittance services such as Sendwave, Remitly, and Small World.
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Customers can transfer money from their bank accounts to mobile wallets, both locally and internationally, by downloading the respective apps and providing the required KYC and recipient details.
How Kenyans Use Equity Mobile App
The Equity Mobile App offers customers a wide range of digital banking solutions at their fingertips. Through the app, users can instantly open a bank account, self-register for mobile banking services, and easily manage their personal finances.
Customers are able to view and download account statements, send money to their own accounts, transfer funds to other Equity accounts, make real-time transfers to other banks, and send money directly to mobile wallets such as M-Pesa, Airtel Money, and T-Kash.
The app also enables customers to download transaction receipts, buy airtime and data across all major networks—including Equitel, Safaricom, Airtel, and Telkom—and settle utility bills such as water, electricity, pay-TV, school fees, and government services. In addition, it allows users to shop conveniently through the “Pay with Equity” service.
For cardholders, the app provides easy management tools including the option to stop a card or pay credit card bills.
It also grants access to loan services, enabling customers to apply for loans, make repayments, check their borrowing limits, and monitor loan status reports.
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Equity Group’s financial results for the first quarter of 2025 reveal that 87% of all customer transactions are now processed through digital channels.
The Group CEO and Managing Director Dr. James Mwangi said the digital platforms contributed to the bank’s positive financial performance, with the profits after tax jumping to Ksh15.4 billion.
“Our investment in technology has made us scalable, agile, and inclusive. It allows us to reach customers where they are, with the tools they need, when they need them,” Mwangi said.
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