Equitel - How can we help?

Frequently Asked Questions

Getting Started
  1. What is Equitel?

    Equitel is an easy-to-use and secure mobile phone platform that helps you manage your money and communicate with more Freedom, Choice and Control.

    It allows you to carry out your financial transactions as well as make calls, send SMSs and access the internet.

  2. What are the requirements I need to join Equitel?

    All you need is an original national identity card for Kenyan citizens or an original valid passport, original & valid alien card and a valid work permit for foreigners. Easy!

  3. How do I as an Existing Equity Bank Member activate my Equitel line?

    You can activate for the mobile Banking service in three simple ways:

    • In any Equity branch using an original national identity card.
    • In any Equity bank ATM   using a debit card.
    • In an Agent location using a POS device and a debit card.
  4. How do I get an Equitel SIM card?

    To get a SIM card visit any of our agents or our branches country-wide and get your SIM card instantly!!

  5. How do I as an existing Equity Bank Member activate my mobile banking on my line?

    You can activate for the mobile Banking service in the following ways:

    • In any Equity branch using an original national identity card.
    • From your other line that is registered on Eazzy24/7.
    •  Enter *247# on your dial pad.
    •  Enter PIN.
    •  Select option 10 (you can see it on the second page after 98.more).
    •  Select option 7- Link Equitel .Here a list of your accounts will be listed.
    •  Select the a/c which you would like to link to. A pop up message ‘‘Link Equitel to mobile banking was successful’’ will be received
    •  Select Equity.
    •  You will be prompted to enter the activation code. Enter the 4-8 numeric code that you received.
    •  In an Agent location using a POS device and a debit/ATM card.
  6. What is a thin SIM?

    The thin SIM is an Overlay Sim that is paper thin with an embedded SIM card. It enables you to use your secondary SIM card without requiring a dual SIM phone.

  7. After several attempts I do not receive a validation code

    Please check your network settings and try again.

Topping up your Account
  1. How do you check your Equitel account balance?

    Choose Equity menu >>> Balances >>>> Check Balance >>>

    (Note that this is also shown at the end of every SMS after performing a transaction)

  2. What are the charges for the check balance service?

    Balance Enquiries are free of charge!

  3. How do I top up the airtime on my phone?

    Go to my Phone menu and select “Top Up Airtime”. Choose whether you are topping up your line or another line. Enter the number followed by the amount and your PIN to confirm. Press OK. The top up amount will be debited from your account.

Queries about the telephony features
  1. What happens if I lose my mobile phone and have Equitel on my phone?
    • Not to worry! Just report to our contact center or nearest Equity branch or agent immediately for temporary suspension of services.
    • Get a duly completed abstract form from the police with the following information; customer name,  mobile phone number, ID number, IMEI number, Model/brand of phone, date of loss, date of reporting to the police, circumstances of loss, occurrence book reference, and name of the police station reported to.
    • Visit any Equity branch or Agent and fill a handset blocking request form or send a letter/email to contact centre requesting to block the handset. Sorted!
  2. Why does my phone say 'SIM rejected' or 'Registration failed'?

    This probably means the SIM card is damaged either because someone has entered a wrong unblocking code or because the phone itself has been damaged. Always handle your SIM card with great care. If your SIM card is not working, visit one of our offices and we will replace it at Ksh. 50.

  3. How do I put in a security code?

    This issue is handset specific. For most handsets you will find this in your phone settings. Click on security settings and input a security code.

  4. My phone says PUK. What does it mean?

    PUK is an abbreviation for PIN Unblocking Key. Your phone will display this message if a wrong PIN number has been entered more than three times. Call the contact center or seek assistance or visit the nearest Equity branch.

  5. Why don't I have a signal on my phone?

    There are two possibilities:

    • You are not in the Equitel coverage area.
    • Your phone or SIM card is damaged. 
  6. What happens if the number I want to register Equitel with has been inactive for more than 6 months?

    Report to our contact center or nearest Equity branch or agent immediately.

  7. How do I get Internet Settings on my phone

    Internet settings are configured automatically from the network once you activate your SIM.

    You will receive a message with internet settings and instructions (please note, not all devices are supported).

    In case this fails, you can send and SMS with text ‘ALL’ to shortcode 232 to receive the internet settings (only for supported devices).

    Another option is the manual configuration of settings. The format will vary from one device to another however the settings are the same:

    Name: Equitel

    APN: Equitel

    Login: <blank>

    Password: <blank>

  8. How do I subscribe to data bundles?
    • Dial *100# Or Go to your STK >>> Equitel >>>Equitel Self Service
    • Select ‘Tariff Plan’ >>>  ‘Add option(s)
    • Select your preferred tariff plan 
    • Select Subscribe and receive a message ‘XMB data has been added to your tariff plan’ 

     

  9. How do I unsubscribe from data bundles?
    • Dial *100# Or Go to your STK >>> Equitel >>>Equitel Self Service
    • Select ‘Tariff Plan’ >>> ‘View my options’ >>> ‘Remove Option’ 
    • Select the subscription that you’d like to remove 
    • You will receive a confirmation message  ‘The following options are removed from your tariff plan’

     

Plans and Promotions
  1. What promotions can I enjoy on Equitel?

    Good news, we are offering you affordable prepaid rates for voice, SMS and Data. Get the rates here.

     

     

  2. How much do I pay for Equity World?

    Equity World offers you relevant and useful content at absolutely NO COST. Equity world is a FREE service.

  3. How do I unsubscribe from Maternal health messages

    It’s simple! Un-subscribe from MAMA by sending the word ‘STOP’ to 1601

Issues with financial services
  1. What happens when the Equitel customer is deceased?

    Upon receipt of formal notice [death certificate] the services are suspended and the legal process on administration follows for the bank account proceeds.

  2. What is Equity Mobile Banking Service?

    This is a Bank account mapped to your Equitel mobile number to allow direct money access from your bank account without having to move money to your mobile phone.

  3. Do I need a different PIN to access my Equitel account or will my account number do?

    Yes, I addition to your Phone Pin you will be given a PIN for the Mobile Banking service

  4. What is the minimum amount that you can hold in your Equitel account (Minimum account balance)?

    There is no minimum balance!

  5. Can I send money directly to people who have Equity bank accounts instead of sending money to their phone numbers?

    Yes. This is possible.

  6. Can I access your Equitel account through any Equity Bank branch?

    Yes, and also the ATM and Equity Agents if you have an ATM card.

  7. What is the maximum amount of money I can transfer from an Equitel account to an EQB account and vice versa?

    Ksh. 100,000   per day.

  8. What is EAZZY Loan?

    This is an innovative mobile credit feature offered to customers who have an equity account that is connected to an Equitel line. This product offers the customers the comfort of borrowing on the basis of their account activity at the touch of a button!

  9. Is it possible to transfer funds from my other Equity accounts to my Equitel account?

    Yes it is.

  10. What are the requirements for Eazzy Loan?
    • You must have an Equitel Mobile Line
    • You must have an Equity Bank Account
    • You must have activated their Equitel Line for M-Banking services
    • You must have operated the account for 3 consecutive months.
  11. Can I send money to my other bank accounts directly from my Equitel Account?

    Yes. It is also possible for you to send to your other banks’ accounts from your Equitel account.

  12. How do I request Eazzy Loan?
    • Access STK menu and follow menu steps below:
    • Select Equity in the STK menu.
    • Select Credit option.
    • Select Eazzy Option
    • Select account number to advance
    • Enter Eazzy loan amount
    • Confirm request
    • Enter PIN
    • Send request
    • Request completed
  13. What should I do if I get a message I do not understand when I make a transaction using Equitel?

    Just go to Settings/Help Menu and call Contact Centre for assistance.

  14. How do I unblock my account?
    • You can use your ATM card [chip & pin only] to reset /regenerate your Pin in the ATM or Agent location, after which you shall receive a new pin for pin regeneration. The trials will be rest to Zero in case of pin reset.
    • Call contact Centre for assistance using your Equitel line phone.
    • Visit the nearest Branch
  15. How do I check my Equitel account transactions?

    Just go to Mobile banking service and visit the balances option, check balance and then choose recent activity.

  16. What are the charges for Eazzy loan?

    It’s only 2% per month valid for 30 days.

  17. What do I do if I require funds saved in my goal before maturity?

    You can request for a goal advance at a small fee. 

    From the STK select Equity and choose the credit Submenu then choose advance on goal .Choose the goal to be advanced and insert amount, confirm by entering your PIN, then submit.

     

  18. I already have a bank account; do I need this account as well?

    Yes, you do.

  19. How do I close my Equitel account?
    • Simply call the contact Centre for assistance using your Equitel line phone.
    • Visit the nearest Branch
  20. How do you I check my bank account balance?

    Choose Equity menu. Click on balances and check your balance.

    (Note that this is also shown at the end of every SMS after performing a transaction)

     

eazzy loans
  1. What is Eazzy loan?

    It is a mobile-based banking service provided by Equity Bank (Kenya) Ltd that allows a customer to conveniently get a loan to meet their emergency needs with ease.

  2. Who is Eligible for the Eazzy loan?

    A Customer who has an active account with the bank for at least a minimum period of six months and is an Equitel registered user. If a customer is salaried, it is advised that the salary should be channelled through the Equity Bank salary account consistently.

  3. What is a credit limit?

    This is the maximum amount of Eazzy loan you can borrow at any one time.

  4. How is my initial credit limit determined?

    Your initial credit limit is determined by the behaviour on both your Equity bank account and Equitel line usage.

  5. What is the minimum amount you can borrow?

    The minimum amount you can borrow is Ksh 100 and the maximum amount is dependent on your loan amount and credit limit.

  6. How many Eazzy loans can I borrow?

    One can borrow at most two Eazzy loans at a time as long as they don’t exceed their credit limit.

  7. Will my credit limit ever increase or decrease?

    Yes, an individual’s credit limit will be periodically reviewed to determine whether or not it should be increased or decreased

  8. How often is my credit limit reviewed?

    Credit limit reviews occur every 30 days from the previous limit review date. When the limits are reviewed you are likely to have a higher or lower limit depending on your banking transactions.

  9. By how much will my limit increase?

    The amount of your limit growth will depend on your savings and loan repayment behavior. Paying all your loans promptly and ensuring that you channel all your incomes through your Equity Bank account will increase your chances for a higher limit.

  10. I have been getting Eazzy loan but now I cannot.

    Eazzy loan limit is awarded based on entire customer’s profile. Various parameters that are used include; how frequent the customer banks in a month, the average amount that remains in the account, default history of the customer, CRB rating etc. All these are analysed, aggregated and based on this aggregate score a limit is awarded. If the score is too low the customer will not be awarded a limit.

  11. I have a foreign currency account, can I borrow Eazzy loan?

    Yes, Eazzy loan is available to foreign account holders but customers need to open a KSH account to be able to access this product.

  12. How will Equity Bank recover the loan?

    The money is recovered from customer’s operative account on the loan maturity date. However, should you wish to repay your loan earlier, you can use the Pay Loan Option in your SIM Toolkit which has two options; Partial payment and Full payment.

  13. I applied for an Eazzy loan but my application got declined.

    This may happen for various reasons, as may be communicated to you via SMS, such as:-

    • You may have two outstanding Eazzy loans. You will need to settle this before applying again.
    • You may have just opened a savings account recently thus not meeting the minimum threshold of six months. It may also be as a result of not regularly transacting using your savings account .
    • You may be adversely listed at the Credit Reference Bureau.
  14. What minimum balance should I have in my account to successfully apply for Eazzy Loan?

    You can qualify for this product with any balance in your main account but this is not the basis of getting a limit. It is dependent on your account transactions behaviour.

  15. What is the loan duration?

    The loan is payable within 30 days. However, you can repay the loan before the due date and borrow again

  16. What are the Eazzy loan charges?

    The loan has only Interest Charge and NO other charge

  17. E.g. If you request for a loan of Kshs 1,000 how much will you receive?

    You will receive the full loan amount requested of Kshs 1,000

  18. What is the Eazzy loan Interest?

    The loan has an interest range of 2% to 10% per month.

  19. How do I check my credit limit?

    A customer can check his/her credit limit through his Equitel line under the Loans>Loan Limit sub menu.

  20. Can someone else pay a loan on my behalf?

    Any one can deposit money to your Equity Savings account for the loan repayment. You can then wait for the system to deduct the instalment on due date or you can via Equitel line using Pay loan option.

eazzy plus
  1. What is Eazzy Plus?

    It is a term loan accessed via the mobile-based banking service provided by Equity Bank (Kenya) Ltd that allows a customer to conveniently get a loan payable in easy monthly instalments.

  2. Who is Eligible for the Eazzy Plus?

    A Customer who has an active account with the bank for at least a minimum period of six months and is an Equitel registered user. If a customer is salaried, it is advised that the salary should be channelled through the Equity Bank salary account consistently.

  3. If I have two Eazzy loans can I still access Eazzy Plus

    Yes, one can enjoy the two products at the same time as long as one can afford it.

  4. I have an Eazzy loan limit but Zero limit for Eazzy Plus

    Eazzy Plus also takes into account other term loans that a customer holds with the bank, thus if a customer has existing loans the limit awarded will be consumed by the outstanding loan balances.

  5. If I clear all other loans including Eazzy loan will my limit for Eazzy Plus increase?

    Yes, other loans reduces customer’s income available for loan repayments. Since the outstanding loan balances are also considered when determining the available limit, the limit decreases when customer has other outstanding loan balances and vice versa.

  6. Can I wait to clear Eazzy Plus at the end of the period or I need to make the simple monthly payments?

    Eazzy Plus has a monthly repayment mode, thus the customer is required to avail monthly instalments on time in order to continue enjoying more products. However, if you so wish to clear the loan before time, the same is also possible.

  7. What is the interest rate for Eazzy Plus?

    The loan has an interest rate range of 2% to 9% per month.

  8. What is the minimum Eazzy Plus loan amount one can borrow?

    The minimum amount you can borrow is Ksh 1,000 and is dependent on your credit limit.

  9. What is the maximum Eazzy Plus loan amount one can borrow?

    The maximum amount set for this product is Ksh.3, 000,000. The maximum amount one can borrow is dependent on their credit limit.

  10. What’s the minimum repayment period for Eazzy Plus

    The minimum loan period for Eazzy Plus is 2 months

  11. What’s the maximum period for Eazzy Plus

    The maximum loan period for Eazzy Plus is 12 months

  12. I am trying to apply for Eazzy Plus but the application is getting terminated.

    Loan application process on the phone has a time limit set at every stage and thus when a customer stays too long at one stage the loan application could get timed out and the process closes. It’s advisable that you do not take too much time at one stage to avoid being timed out.

  13. What determines my loan period?

    Eazzy Plus loan period is based on the customer’s rating which is pegged on how the customer banks with equity, loan repayment history among other checks.

  14. I took an Eazzy Plus loan and the interest rate applied was 9% p.m. What do I need to do to be charged a lower rate in my next loan?

    One can improve Eazzy Plus rate by continuously channelling all proceeds through Equity Bank and ensuring that all loans borrowed are paid as per the expected repayment date.

  15. I have Eazzy loan limit and Eazzy Plus limit, how do I combine them and borrow a big Eazzy Plus loan?

    It is not possible to combine the two limits. Both limits are calculated differently and thus cannot be combined.

  16. How many Eazzy Plus loans can I borrow?

    One can only have one Eazzy Plus loan at a time.

  17. How many times can I borrow an Eazzy Plus within a month?

    One can borrow Eazzy Plus as many times as one wishes as long as the existing Eazzy Plus is cleared first.

  18. What are the Eazzy Plus charges?

    The loan has only Interest Charge and NO other charges

     

  19. E.g. If you request for an Eazzy Plus loan of Kshs 5,000 how much will you receive?

    You will receive the full loan amount requested of Kshs 5,000

  20. My Simcard doesn’t have the Eazzy Plus loan product

    To have this menu you need to update your menu, kindly dial *203#. A menu update pushes a lot of SMSes and thus it’s advisable not to use your phone for about 20 minutes until the update is complete.

    Other ways that the Menu can be updated include:

    • Branch Rollout where the SIM Updater can be used to push the new menu to the customer.
    • Customer Care Rollout where Contact Centre Team can push the new menu to the customer.
    •  All new SIM Cards being issued will have the New Menu
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