African Bank: App, branches & customer support

Four ways to bank with African Bank digitally

Different channels support different features — for example, some loan and credit card actions are call-back only via Cellphone and WhatsApp Banking, while the App and Online Banking generally offer the fullest range. The African Bank App specifically supports: payments and transfers (once-off, beneficiary, recurring, and future-dated), buying prepaid electricity and airtime, managing Pockets (add, join, manage members), stopping or reactivating a card and managing card limits, investment actions (change pay-out frequency, re-invest, withdraw, cancel a withdrawal), and general banking tasks like statements, tax certificates, settlement quotes, paid-up letters, and disputing debit orders.

African Bank’s Online Banking platform and App are zero-rated on MTN and Vodacom only, meaning no data charges apply when using them on those two networks. Cell C and Telkom customers will use their normal data allowance.

How to register

1. Go to the African Bank Online Banking registration page, or open the App after downloading it.
2. Have your email address, cellphone number and South African ID number ready.
3. Follow the on-screen prompts to create your username, password and PIN.
4. For Cellphone Banking, register with a consultant in branch or online, then dial *120*225# to activate it on your phone.
5. For WhatsApp Banking, register through your Online Banking profile first, then message the WhatsApp number to activate it.

Forgot your username, password or PIN?

Online Banking and the App both support self-service options to reset a forgotten username, password or PIN, and to reset your entire online banking profile if needed — look for “Forgot my username / password / PIN” on the login screen. If you’re locked out entirely or the self-service reset doesn’t work, call the customer service centre on 0861 111 011 for help.

Note that PIN resets generally cannot be done through Cellphone Banking (USSD) itself — if you’ve forgotten your PIN and only have USSD access, you’ll need to call customer care or visit a branch instead.

Having trouble logging in, or the App keeps failing?

Some App Store and Google Play reviews describe repeated login failures — entering the correct username, password or PIN but still being asked again, sometimes after switching phones. If this happens: try the “Forgot my password/PIN” reset first rather than repeatedly re-entering the same details, make sure the App is fully updated, and confirm you’re on a supported OS version (Android 4.4+ or iOS 9.3+ on an iPhone 5 or later). If the problem persists, African Bank asks affected users to email a detailed description of the issue, including any error message and your contact details, to newabapp@africanbank.co.za — this is the official channel for reporting App-specific bugs, separate from general customer service.

How to check your balance

Your balance is available on the dashboard as soon as you log in via the App or Online Banking. Via Cellphone Banking, dial *120*225#, enter your PIN, and select the balance enquiry option from the menu. Via WhatsApp Banking, message the registered WhatsApp number and follow the prompts. You can also check your balance at any African Bank-branded ATM by inserting your card and selecting the balance enquiry option.

How to get your bank statement

1. Log in to African Bank Online Banking.
2. Choose the account type you want a statement for from the options at the top of the screen.
3. Go to “Account Documents” and click “Get Statement.”
4. Choose your date range — it defaults to the last 90 days, but you can pick any period using the calendar tool.
5. Download, print or email the statement directly from there.

The same statement request can also be done through the App or Cellphone Banking by selecting the relevant account and the statement option in the menu.

Frequently asked questions

African Bank contact numbers and hours

Getting help through the app and online

African Bank’s App and Online Banking let customers check balances, get a statement, request a settlement quote or paid-up letter, stop or reactivate a card, and change transaction limits without calling in. Documents can also be uploaded via WhatsApp on 060 012 3716, or through the dedicated document upload portal linked from the website. African Bank’s online banking platform and App are zero-rated for MTN and Vodacom networks, so no data charges apply on those two networks; Cell C and Telkom users may incur normal data charges.

Lost card or suspected fraud: what to do

If a card is lost, stolen or you suspect fraud, stop it immediately by logging into the App or Online Banking, dialling *120*225# from a cellphone, or calling 0861 000 555 inside South Africa (+27 11 256 9988 from outside the country). A misplaced card can be placed temporarily on hold and later reactivated; a confirmed lost, stolen or damaged card must be permanently cancelled, with a new card collected in branch. Personal banking fraud can also be reported directly on 011 256 9988 or 011 256 9227.

How to escalate a complaint

Start with the customer service centre on 0861 111 011, or email complaints@africanbank.co.za for Personal Banking (bbcomplaints@africanbank.co.za for Business and Commercial). If a query needs to be logged formally, use African Bank’s online complaint form, available from the “Log a query or complaint” link on the website, or read the bank’s published Complaint Policy for the full internal process. Business and Commercial Banking customers have a separate line, 0861 123 120.

External regulators and ombuds, if African Bank can’t resolve it

If a complaint remains unresolved after going through African Bank’s internal process, South African customers have several free, independent bodies to approach depending on the type of issue:

Note: if you previously heard of the “Ombudsman for Banking Services,” that scheme was amalgamated into the National Financial Ombud Scheme (NFOSA) — use NFOSA for the equivalent free, independent dispute resolution today.

Frequently asked questions

What can you do at an African Bank branch?

• Open a MyWORLD account, Power Pocket or Savings Pocket in person
• Apply for a personal loan, Consolidation Loan or The 12% Loan
• Collect a personalised, embossed Black Credit Card once your application is approved
• Activate, reactivate or permanently cancel a lost, stolen or damaged card
• Apply for a MyWORLD Overdraft or request a credit limit increase
• Get in-person help with debt counselling referrals, insurance claims or account queries

Certain steps, like collecting a new embossed Black Credit Card after approval, currently require an in-branch visit rather than being fully completed online — so even digitally-active customers will typically make at least one branch trip when opening a credit card.

African Bank’s branch network

African Bank uses a single universal branch code, 430000, for all transactions across its network, rather than a unique code per branch — this simplifies EFTs and account verification regardless of where an account was opened. We’re deliberately not publishing a branch count or staff figure on this page: African Bank is currently in a Section 189A consultation process (see below) that could reduce the network, so any fixed number risks being wrong within weeks. For the actual current count and nearest locations, use the Branch Locator on africanbank.co.za.

A small subset of branches also support specific in-branch services, such as renewing a loan or policy agreement in person rather than online. African Bank periodically publishes which branches currently support this — check the Branch Locator or ask via the Helpline to confirm whether your nearest branch offers a specific in-branch service before visiting.

Withdrawing cash and using ATMs

African Bank customers can withdraw cash from African Bank’s own ATM network, as well as from other banks’ ATMs displaying the relevant network logo, though withdrawals outside African Bank’s own machines may carry an additional fee. Customers can also get cash back at point-of-sale tills at participating retailers such as Checkers, Shoprite, Spar and Pick n Pay when paying with an African Bank card. Daily ATM withdrawal limits can be set and adjusted by the customer through the App or Online Banking, under “My Account” then “My Limits”.

What time does African Bank open and close?

There’s no single set of “African Bank trading hours” — branch hours vary by location, especially mall-based branches, which generally follow the shopping centre’s own operating hours rather than a bank-wide standard. For example, branches inside shopping centres have been seen open as early as 9am and as late as 8pm on weekdays, with Saturday and Sunday hours also varying by branch. Freestanding branches typically follow more traditional weekday banking hours. The only reliable way to know if your specific branch is open right now is to check its listing on the official Branch Locator, which shows hours per branch.

If you need phone-based help outside your branch’s hours, African Bank’s customer service centre operates Monday–Friday 7:00–19:00, Saturday 8:00–16:00 and Sunday 8:00–14:00 — see the Helpline page for the full contact list.

Finding African Bank in your city

African Bank has branches across South Africa’s major metros and many shopping centres. Rather than listing addresses here — which can go out of date as branches open, close or relocate, especially during the current Section 189A review — search your city or nearest mall directly on the official Branch Locator. Commonly searched areas include Johannesburg, Pretoria, Midrand, Cape Town, Durban, Bloemfontein, East London, Polokwane, Nelspruit, Rustenburg, and shopping centres such as Mall of Africa, Fourways Mall, Menlyn, Eastgate, Vangate Mall, Cape Gate, and Gateway.

Frequently asked questions