FNB: App, eWallet, branches & support

Three ways to bank with FNB digitally

FNB offers three separate digital banking channels, each suited to a different situation. You don’t need to choose only one — most customers end up using the App day-to-day and Cellphone Banking as a backup when they’re offline.

FNB App: download and registration

The FNB App is free to download from the Apple App Store or Google Play Store. If you’re already an FNB customer with a card and registered cellphone number, you can typically self-register in the app using your card details and an OTP sent to your registered number, without needing to visit a branch. New-to-bank customers can also open an account directly from the app’s onboarding flow.

• Download “FNB Banking App” from the App Store (iOS) or Google Play (Android)
• Tap “Register” and follow the prompts using your FNB card number or ID number
• You’ll receive a one-time PIN (OTP) to your registered cellphone number to verify your identity
• Set a password and, on supported devices, enable biometric login (fingerprint or Face ID) for faster future access

Logging in and resetting a forgotten username or password

If you’ve forgotten your Online Banking username or password, use the “Forgotten password” or “Forgotten username” link on the FNB App or Online Banking login screen rather than creating a new profile. You’ll be asked to verify your identity, typically via an OTP to your registered cellphone number, before you can set a new password.

If you’re genuinely locked out and can’t self-serve, call FNB’s general customer care line on 087 575 9404, or use Secure Chat if you can still access the app on another device.

FNB Cellphone Banking (USSD): *120*321#

Cellphone Banking works on any phone, including basic feature phones, without needing data or an internet connection. It’s the fallback channel FNB recommends when you don’t have smartphone access or you’re somewhere without data.

• Dial *120*321# from your registered cellphone number and follow the prompts to register
• You can also register via the FNB App or Online Banking under Settings, at an FNB ATM under “My Banking Options,” or at any branch
• Once registered, you’ll set a 4-digit Cellphone Banking PIN used to authenticate future USSD sessions
• No data charges apply to USSD sessions, though standard call/SMS charges from your network may apply to related services
• For Cellphone Banking-specific queries, FNB has a dedicated contact line: 087 575 9405

Cellphone Banking supports balance enquiries, transfers between your own accounts, payments to saved beneficiaries, airtime and prepaid electricity purchases, and eWallet sends — broadly the same everyday transactions as the app, with a simpler text-menu interface.

Login not working? Diagnose it

Most FNB login issues fall into a handful of known patterns. Tap what’s happening and get the specific fix, instead of guessing.

Staying safe while banking digitally

• FNB will never ask for your full password, card PIN or OTP over the phone, SMS or email — treat any such request as fraud
• Only download the FNB App from the official Apple App Store or Google Play Store, never from a link in an SMS or email
• Log out of Online Banking on shared or public computers rather than just closing the browser tab
• Enable biometric login on your phone where available, so a stolen device alone can’t access your banking without your fingerprint or face
• Report anything suspicious immediately on FNB’s 24-hour fraud line: 087 575 9444

Frequently asked questions

What is FNB eWallet?

eWallet lets an FNB customer send money to any South African cellphone number, even if the recipient doesn’t bank with FNB or hold a bank account at all. The recipient gets an SMS with a reference number and one-time PIN, which they use to withdraw cash at an FNB ATM (no card needed) or pay at selected retail tills, or “evolve” the wallet into a full FNB account to keep the funds digitally.

Sending limits by channel

How much you can send in a single eWallet transaction depends on which FNB channel you’re sending from — the FNB App allows the highest limit.

How to send an eWallet

• Open the FNB App and select “Send Money,” then “eWallet”
• Enter the recipient’s South African cellphone number and the amount
• Confirm the send — the recipient receives an SMS with a reference number and cash-out PIN
• The recipient withdraws at any FNB ATM without a card, or pays directly at participating retailers using the reference and PIN

Checking your eWallet balance

If you’ve received an eWallet, you can check its balance and cash-out details through the SMS you received, by dialling *120*321# and following the eWallet prompts, or by evolving the wallet into a full FNB account in the FNB App, which then shows the balance like any other account.

How to reverse an eWallet

You can only reverse an eWallet while it’s uncollected — once the recipient has withdrawn the cash or spent it at a till, FNB cannot reverse the transaction, since the funds legally belong to the recipient at that point.

• In the FNB App, go to your eWallet send history, select the transaction, and choose “Reverse” or “Cancel”
• Alternatively, dial *120*321# and follow the Send Money → eWallet Reversal prompts
• You can also request a reversal via eWallet on WhatsApp, or by calling the eWallet Call Centre on 087 392 5538
• You’re limited to 3 reversal attempts per month, and a fee applies per attempt whether or not the reversal succeeds — see FNB’s eWallet Pricing Guide for the current fee
• If the wallet is left completely unclaimed, FNB automatically returns the funds to the sender after a set period (commonly reported as roughly 13 days, though this isn’t stated as a fixed figure on FNB’s own eWallet page — treat it as approximate)

If you sent money to the wrong number and it’s already been withdrawn, FNB cannot force a reversal. Contact the eWallet Call Centre on 087 392 5538 to log the issue, and if you suspect fraud rather than a genuine mistake, report it on FNB’s 24-hour fraud line (087 575 9444) and open a SAPS case.

Can I still reverse it? Check now

Reversal eligibility comes down to two things: has the recipient collected the money, and how long ago did you send it. Answer both to get a straight answer.

eWallet scam warning

Because eWallet moves cash instantly to any phone number, it’s a common target for scams. A frequent script: someone calls claiming they accidentally sent you an eWallet and asks you to send it back or share your OTP to “reverse” it — this is a scam. FNB will never ask you to reverse or approve an eWallet you didn’t personally send, and will never ask for your OTP over the phone. If you’re unsure, hang up and contact FNB directly using a verified number from this page rather than one provided by the caller.

Frequently asked questions

How to find your nearest FNB branch

Use FNB’s official Branch Locator to search by branch name, suburb, city or province. The tool lets you filter for branches with extended operating hours, WiFi, or sites unaffected by load shedding, and also supports booking a branch visit in advance to reduce waiting time.

• Search fnb.co.za’s Branch Locator by suburb, city or province
• Filter by extended hours, WiFi availability, or load-shedding-resilient branches
• Book a branch visit ahead of time through the same tool to skip the queue
• Standard branch hours are Monday to Friday 09h00–15h30, opening 30 minutes earlier if the last day of the month falls on a weekday

How to find your nearest FNB ATM

FNB’s ATM Locator covers its full countrywide ATM network, including standard withdrawal-only machines and newer ATMs with Deposits, which accept cash deposits 24/7 with funds reflecting immediately (deposits made after 9pm reflect the next day). To withdraw or deposit, you’ll need a card with a magnetic strip or chip and your PIN.

FNB branch code and SWIFT code

For domestic EFTs, debit orders and salary payments, FNB uses a universal branch code that works across every branch and account, so you don’t need to look up a branch-specific code for everyday transactions.

Individual branches still carry their own historical branch-specific codes, and a small number of older systems or third-party forms may ask for one, but FNB recommends using the universal code 250655 for all internet and mobile banking transactions. If you specifically need a branch’s individual code, this is shown on FNB’s Branch Locator against that branch’s listing.

ATM transaction fees

Cash withdrawal and deposit fees at FNB ATMs vary by account tier, but as a general reference under the current pricing cycle, FNB charges R2.80 per R100 withdrawn and R1.80 per R100 deposited at its own ATMs on standard accounts, with tier-specific free monthly allowances (for example, the first R2,000 free per month on Aspire before per-R100 charges apply). Higher tiers such as Premier and Private Clients carry larger free-transaction allowances. Always check your specific account’s pricing guide, since fees differ meaningfully between Easy, Aspire, Premier and Private Clients.

If you can’t get to a branch

• Most day-to-day banking — payments, statements, card management, opening a savings pocket — can be done in the FNB App or Online Banking
• Cellphone Banking is available by dialling *120*321# for customers without smartphone access
• Secure Chat in the FNB App connects to a live banker 24/7 for many query types
• Cash@Till at participating retailers offers an alternative to branch or ATM cash withdrawals

Frequently asked questions

FNB contact numbers and hours

FNB routes different queries to different lines, so the fastest way to reach the right team is usually to pick the number that matches your specific need above, rather than starting with the general customer care line.

Which FNB number do I actually need?

FNB routes different problems to different teams, and calling the wrong line usually means being transferred and starting over. Tap what’s going on below and get the right number immediately.

Getting help through the app

FNB positions the FNB App as its primary self-service channel, with Secure Chat available around the clock to connect customers to a live banker or digital assistant without needing to call. Cellphone Banking is also available by dialling *120*321# for customers without app access, and the app itself can be used to manage cards, view statements, dispute transactions and lock a lost card instantly.

Lost card or suspected fraud: what to do

• Call the 24-hour fraud line on 087 575 9444 (or +27 11 369 2924 from outside South Africa) immediately
• To report a lost or stolen card specifically, call 087 575 9406
• You can also block or freeze a card instantly from within the FNB App, without waiting for a call to connect
• Report suspicious transactions, phishing SMSs or calls as soon as you notice them — FNB’s Security Centre has a dedicated reporting process for this
• FNB will never ask for your online banking password, card PIN or one-time PIN (OTP) — treat any request for these as a scam

How to escalate a complaint

Call FNB’s complaints resolution team on 087 575 9408, email care@fnb.co.za, or raise it in person at a branch. Include your full name, account or business name, contact details and a description of the issue with any supporting documents. FNB confirms receipt within 1 business day and aims to resolve most complaints within 5 business days; more complex cases may go through an internal escalation process. If a complaint isn’t resolved to your satisfaction, it can ultimately be referred to the Ombudsman for Banking Services or the FSCA.

Frequently asked questions