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We are here to help
We are upgrading our Internet Banking platform to provide you with a more secure, seamless, and feature-rich experience. Below, you will find answers to some of the most common questions about the upgrade.
What are the benefits of the new NCBA Omni-Channel platform?
The NCBA Omni-Channel platform offers a more streamlined and enhanced online banking experience:
- Single Mobile Login: Access all your accounts using just your mobile number. Whether it’s your personal account, a joint account, or a child’s account, one mobile number replaces the need to remember multiple customer numbers.
- Comprehensive Bill Payments: Easily pay for utilities, TV subscriptions, airtime, and even airline tickets, all within the platform.
- Multiple Transfer Options: Make various types of transfers, including internal transfers within the bank and transfers to mobile wallets.
- Attach Supporting Documents: Upload supporting documents directly within the platform, eliminating the need to email them and preventing delays caused by missing files.
- Enhanced Security: Improved security features, including one-time passwords (OTP) for each login.
Fresh New Look and Feel: Enjoy a modern, user-friendly interface that makes navigating your accounts easier and more enjoyable.
What is the migration period and upgrade process?
There will be a 90-day window to upgrade to the new NCBA Internet Banking platform before the old system is decommissioned on (Date). We request that you upgrade within this 90-day period to ensure a smooth transition.
To upgrade to the new internet banking platform:
- Update Your Contact Information: Ensure your mobile number and email address are up to date with us. You can update your details by:
- Visiting your nearest branch
- Calling our Contact Centre
- Contacting your Relationship Manager
- Self-Upgrade Process:
- Once the upgrade is available, use your mobile phone number as your username to log in.
- Create a new password during your first login.
- Complete the OTP verification through the NCBA NOW TZ app, SMS, or email for added security.
If you do not self-upgrade within the 90-day window, the following will occur:
- Profile Upgrade: After (Date), we will automatically move your profile to the new NCBA internet banking platform.
- Activation Required: To access your upgraded profile, you will need to call our Contact Centre or visit a branch for activation.
It is essential to complete the self-upgrade process within the specified 90-day period to ensure a seamless transition.
What access changes should I expect?
Instead of using your customer number, you will now use your mobile phone number to log in. Please ensure that your mobile number and email address are correct and up to date.
- What do I need to do to log in to the new internet banking platform?
- Ensure your phone number and email address are up to date with us.
- Use your mobile number as your username and create a new password during your first login.
- Complete the OTP verification through the NCBA NOW TZ app, SMS, or email for added security.
- What if I do not have my phone number or email registered?
Please update your contact details before the upgrade by:
- Visiting your nearest branch
- Calling our Contact Centre
- Contacting your Relationship Manager
- How will joint accounts work on the new internet banking platform?
Joint accounts will be supported on the new internet banking platform, allowing easy management. Each account holder must have their own mobile number and email registered to access the joint account.
- Can I manage accounts in different countries from one profile?
Yes! With NCBA Internet Banking, you can access all your accounts across different countries or branches using a single login.
What security features does the new platform offer?
- What security features does the new internet banking platform offer?
The NCBA internet banking platform comes with enhanced security, including:- Mobile Number Login: Use your mobile number and password to log in.
- OTP Verification: Receive a one-time password (OTP) via the NCBA NOW TZ app, SMS, or email to confirm your identity during login and transactions.
- How does the one-time code (OTP) work?
After entering your password, you will receive an OTP to complete the login process. You can choose to receive the OTP through:- NCBA App
- SMS
This ensures your account is secure even if someone else knows your password.
- What should I do if I notice something suspicious or unusual activity?
Contact our Contact Centre immediately if you see any suspicious activity or think your account may have been compromised. We will help you secure your account.
How does login and access change on the new platform?
- What do I do if I forget my login credentials?
If you forget your login credentials, please reach out to our customer service or visit your nearest branch for assistance. A reset code will be sent to your email or mobile number to help you regain access to your account. - Will my login details change?
Yes, you will no longer use your customer number to log in. Instead, your mobile number will be your new username. Make sure we have your correct contact details on file. - How do joint accounts work on the new internet banking platform? Both account holders must register their own mobile numbers and email addresses to access the joint account.
What will the connectivity during the migration process be like?
- Will I still be able to use the current Internet Banking during the upgrade?
Yes, you can continue using your current Internet Banking platform (ARCIB) until the migration is complete and you have successfully switched to NCBA. - How will my account be moved to the new internet banking platform?
We will transfer your profile and account information to NCBA Omni-Channel. If you are already using our mobile banking app, your details will automatically update for the new web platform as well. - Will there be any downtime during the migration?
We aim to ensure a smooth transition with minimal disruption. If any downtime is necessary, we will notify you in advance.
What do I need to know about log in?
- How do I log in to the new NCBA Internet Banking?
- Visit the NCBA Internet Banking login page.
- Enter your mobile number and password.
- Complete the one-time code (OTP) verification.
- You are all set! Access your accounts seamlessly.
- What do I need to do the first time I log in?
For your first login:
- Enter the OTP sent to your mobile number, email, or the NCBA app.
- Create a new password following our security guidelines.
- Set up security questions for added protection.
- You will then be logged into the application.
How do I get support and assistance?
- Who do I contact if I need help during or after the upgrade?
If you have any issues or questions, you can reach out to our customer service team or your Relationship Manager for personalized assistance. Here are your options: - Phone: +255 767 486526 / +255 685 701036
- Email: contacttz@ncbagroup.co.tz
- Branch Visit: Visit your nearest branch for assistance
- Relationship Manager: Contact your assigned Relationship Manager directly for support.
- Where can I find more information about the new internet banking platform?
You can find detailed guides and support resources on our website. Additionally, feel free to contact customer support or your Relationship Manager for any questions. - Will there be tutorials or help guides available?
Yes, we will provide easy-to-follow guides and video tutorials to help you get comfortable with the new internet banking platform.
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