What do I require to register on the Mobile App?
To register on the new Mobile App, ensure you have the following:
- Your Bank Windhoek Account number
- Your active bank card and PIN
- Valid email address
- Confirm with your branch that your mobile number is updated to include the country code (264) to ensure you receive the One-Time-Pin (OTP) SMS.
How do I access/download the App?
Is my device compatible?
The App is compatible with the following minimum versions:
Versions older than these would still enable you to download the Mobile App. However, the App may not function optimally.
How do I register?
Download the App from your App Store and launch it on your mobile device. Attend to the following pop-up notifications that will appear:
- Enter your Bank Windhoek account number linked to an active bank card.
- Select the card you want to validate and enter your card PIN.
- The mobile number linked to your account profile will receive an SMS with an OTP. Insert OTP received as requested, to proceed. If you have not received an OTP, visit the nearest branch to update your mobile number.
- Enter a valid email address.
- Create a password that meets the criteria.
- Capture the OTP from the email address.
- Accept the Terms and Conditions.
- Log in with your password.
- Enable/Disable biometrics (Fingerprint and Face) if supported by your device.
I am unable to register. What could be the reason?
The following may be the reason for your registration challenge:
- Error received after I captured my account number: No active card linked to the account number captured.
- Username is already taken: You are already registered on the new App with your email address, therefore, select the login option and use existing credentials to login
- SMS OTP is not received or is incorrect: Update your mobile number with your branch.
Can I use my business account to register for the App?
Sole proprietors can use the new Mobile App if they have an active card. Other types of businesses will not be able to register for the App.
Where do I find the main menu?
Click on the floating action button
(with the Bank Windhoek logo) to access the main menu for the App. This option allows you to:
- Add new Private and Public Beneficiaries,
- Access settings to enable/ disable biometrics,
- Manage your Transaction limits,
- Send Instructions to withdraw from your CAM account and do much more.
What enhancements have been done to Easy Wallet?
We have simplified sending money through EasyWallet on the new Bank Windhoek App. There is no need to create a beneficiary in advance. The App can synchronise with your phone book, enabling you to choose the beneficiary phone number directly from your phone's address book by pressing the plus (+) sign next to the phone number input field.
Why does my main transactional account not display first?
The accounts are displayed in order of the activity on the accounts. The account with the highest activity will display on top. As soon as you start transacting on your main transactional account, it will move to the top. Activities include any financial transaction such as payments or transfers.
Why do I not see accounts which were on my old App?
Visit your nearest branch to request for the accounts to be viewed again.
Can I register for the new App if I don't have an account with a card?
You can only register for the App with a card and pin. If you do not have an account with a card linked, you will not be able to register on the Mobile App.
Can I log in to my profile on other devices?
Yes. You can log into the new Bank Windhoek Mobile App from any device using your original credentials. A maximum number of 5 devices are allowed.
Can I use biometrics to log in?
Yes. Devices supporting biometrics allow logging on the new Bank Windhoek Mobile App with fingerprint identification or facial recognition. You don't have to remember your password when you enable the Biometric.
What happens if I change my mobile phone number?
If you have not registered yet, you will be required to update your mobile phone number at your branch to ensure that you will receive the SMS OTP when you register. Please visit your nearest branch to update your mobile phone number if you have already registered using an old number.
How many different devices can I register on the new Bank Windhoek Mobile App?
You can download the App, register, and create a profile once. If you have several devices, you can download the Mobile App and use the exact login details initially created to sign into a maximum of 5 (five) different devices.
What should I do if I forget my password?
- On the landing page of the new Bank Windhoek Mobile App, swipe up for the username, and password login option, where you will find the "forgot password" option.
- Follow the on-screen notifications to reset your password.
- #Tip: Enable biometric login to remove the need for remembering a password.
How do I enable biometric login for the App?
The App will prompt you to enable biometric login during the registration process. If you skipped this step, you could always go to the Settings function via the App menu to activate the biometric.
The biometric login is not working for me. What could be the issue?
Your smartphone version might not be compatible with biometric features. It is available only on smartphones that support Biometric Authentication and/or Touch ID, such as Android devices running Android Version 8 or above and Apple devices running iOS 10.0 or above.
What happens if my phone is stolen? Will someone be able to access my accounts?
No, your log-in details are required to access the App.
If your phone is lost, contact us immediately to deregister your device.
What is the function of the Switch Accounts
option?
- The Switch Accounts option is available on the login page, enabling multiple profile registrations.
- The new Bank Windhoek App allows multiple profile registrations on one device.
- Selecting the Switch Accounts icon will take you back to the registration/login process.
- Follow this process again to register a new user profile. If you selected it by accident, choose the login option.
With the old App, I could only make payments up to N$10,000. Is this still the case?
Yes. The limit is set to N$ 10 000.00 for your safety. Please visit your nearest branch to request for the limit to be adjusted.
Why does the App display my cards when I make a Once-off payment or load a beneficiary?
For security reasons, you need to assign the transaction to a card and use the card PIN to authorise the payment/change you made.
Why do I only see account numbers listed and not the names of my accounts?
You can re-name your respective accounts based on your preferences. To change the account name:
- Tap on the account
- Select Account Settings in the middle of the screen next to Transaction history,
- Select the "editing Pen" on the right and change it to your desired name.
Why do I get the message "Unauthorised to view this account" when I want to open an account on my dashboard, but I could transact on this account on my old App?
Please visit your branch to ensure you have transacting rights on the account. The branch will enable transaction rights if you do have the rights.
How do I share my banking details?
- Tap on the account,
- Select Account Settings,
- Tap on the share icon in the top right-hand corner of the screen,
- Select your preferred method to share your banking details.
How can I resend proof of payment (POP)?
- Select the menu option,
- Select Beneficiaries,
- Select the beneficiary you paid,
- Select View Payment history,
- Select the payment you would like to resend,
- Capture the email,
- and resend the POP.
How do I purchase airtime?
From the landing dashboard screen:
- Select Buy,
- Select Mobile on the top left corner,
- Select the account to pay from,
- Select MTC or TN Mobile as the provider,
- Capture the amount,
- Capture the number or select it from your phonebook,
- Add a reference,
- And select confirm.
How do I withdraw funds from my Capricorn Asset Management (CAM) account?
- Select the Menu (Bank Windhoek logo),
- Select Instructions,
- Select Create New Instruction,
- Select Investment Withdrawal,
- Select the CAM account from which you would like to withdraw,
- Select the to account,
- Capture the amount,
- Select Submit.
How do I access statements on the Mobile App?
- Select the account which you would like to get a statement for,
- Select the Statement option in the middle of the screen next to Account Settings,
- Select the statement,
- Select download or email.
- Note: If no statements are listed, visit your nearest branch to sign up for the end-of-month statements. This service is for free.
Why should I take an instant card without my name on the card?
The instant card empowers you to sign up for the Mobile App immediately. Therefore, providing you access to the platform where you can make payments, buy airtime or electricity, and do much more. The instant card offers similar benefits as the personalised card.
Why do I receive notifications in my App from the bank?
The bank uses in-app notifications to keep you up to date with recent transactions, the latest communications, and system alerts relevant to you.
I don't want to receive notifications from the bank. What should I do?
The notifications are communicated to improve your banking experience. The bank will use this platform to update you on critical activities such as the latest system changes and security tips.
However, if you wish not to receive notifications, you can follow these steps to block notifications:
Android:
- Open settings
- Tap on Apps
- Select the Bank Windhoek app
- Tap on Notifications
- Toggle the Show notifications button to turn them off
IOS
- Open Settings
- Tap on Notifications
- Select the Bank Windhoek app
- Toggle the Allow Notification button to turn them off
