FAQ

Frequently asked questions relating to ALEXBANK’s Internet Banking

1. How can I register to start using ALEXBANK's Internet Banking?

Simply visit your nearest ALEXBANK branch to:

1. Ask our customer service representative for the Internet Banking application form to fill in and sign.

  • If you wish to perform online transfers, make sure you select your choice of Hardware or Mobile Token.
  • Users who apply for a Hardware Token, will receive the token at the branch.
  • Users who apply for a Mobile Token, will receive an SMS with an activation code and a link to download the mobile token. Please insert your activation code once you download the token.

2. Receive your online Internet Banking Username and Password at the branch.

3. After you've finalized the registration process at the branch, please contact our Call Center within 2 working days at 19033, to activate the service.

2. What is my Username?

For Retail Customers: your Username is composed of the first 9 digits of your account number.

For Corporate Customers: your Username is composed of the first 9 digits of your company account number followed by a period and your corporate username written in capital letters (e.g. 1010002146.MOHAMED).

3. What software/operating system is required to access ALEXBANK's Internet Banking service?

There is no software required to access ALEXBANK's Internet Banking service. All you need is a computer and Internet connection.

The following operating systems and web browser versions are recommended for Internet Banking usage:

  • Internet Explorer Version 11.x and above
  • Firefox Version 4.0x and above
  • Chrome Version 4.0x and above

4. What types of banking transactions can be performed using ALEXBANK's Internet Banking?

With ALEXBANK's Internet Banking service, you can easily:

  • Monitor all your ALEXBANK accounts in Arabic or English,
  • Transfer funds between your own ALEXBANK accounts in different currencies,
  • Transfer funds to any ALEXBANK account or other bank accounts in Egypt, using your Hardware or Mobile Token,
  • Set up your favorite beneficiaries list for quick access and easy transfers in few simple steps,
  • View the status of your existing Savings (Time Deposits and Certificates of Deposits),
  • View the status of your existing Loans and Overdraft Accounts,
  • Customize your profile with your very own profile picture,
  • Check your messages, statements and much more online anytime and anywhere,
  • View the latest currency exchange rates and convert multiple currencies using our currency calculator,
  • Benefit from automatic payroll services (for corporate customers only).

5. Can I add a nickname to my Account(s)?

Yes, you can give nicknames to your Accounts, Time Deposits, Certificates of Deposits and Loans from the Account Information and Condition page by simply clicking on the account number and entering the nickname of your choice.

6. Can I change my Username and Password?

Your Username cannot be changed. However, you may change your password at any time from Privacy and Security under the “Self Care” section. Change your login Password by entering your old Password correctly. You will then be requested to apply the following parameters in order to create and confirm your new Password:

  • Minimum length of 8 characters and maximum length of 16 characters,
  • At least 1 uppercase character (A-Z),
  • At least 1 lowercase character (a-z),
  • At least 1 digit (0-9),
  • At least 1 special character.

7. Can I log in using tablets, mobile phones or any other mobile device?

Yes, our Internet Banking is fully optimized for usage on tablet devices and smartphones and supports both iOS and Android devices via your smartphone's web browser (please note that Safari is currently not supported on iOS devices).

8. Can I view the past transactions of my Accounts?

Yes, you can view your past transactions online by choosing "Accounts" from the main menu. Choose the Account you wish to view, then click on the filter option to enter the date range in which you want to view transactions and then click on "Filter". The system will show the first 20 transactions within the selected date range. To view 20 additional transactions, click on the "Load more" button at the bottom of the page.

9. How long can I be inactive before my Internet Banking session automatically expires?

The inactivity timeout is set to 5 minutes by default after which your session will expire and you will be automatically logged out.

10. What happens if I forget or lose my Password?

Please visit your nearest ALEXBANK branch in order to request a new Password.

11. Can I transfer money to other bank accounts?

Yes, you can perform external transfers through our Internet Banking service using your Hardware or Mobile Token. Select "Payments" in the main menu, then choose "Pay Someone" and tick off "Other Bank IBAN". After authenticating the payment through your Hardware or Mobile Token, your request will be sent for manual processing within one working day.

12. What are the daily and monthly transfer limits?

Please note that the daily transfer limit is EGP 50,000 for Retail Customers, and EGP 5,000,000 for Corporate Customers. The monthly limit is EGP 750,000 for Retail Customers and EGP 50,000,000 for Corporate Customers.

13. How can I view a different main product on the Homepage chart?

You can choose what Account(s) or Saving product(s) (Time deposits and Certificates of Deposit) you wish to view on your Homepage, according to your preference. Simply go to the "Self Care" area which is located in the upper right header, select "System Preferences" under "Preferences" and you can mark any of your Accounts or Saving products as your main Account or Savings product using the drop down menu.

14. Can I change my Internet Banking account language?

You can change the language using the dropdown menu located on the login page or you can permanently set and configure your preferred language through the "Self Care" section by selecting "System Preferences" under "Preferences".

15. What fees and charges apply to ALEXBANK's Internet Banking?

ALEXBANK's Internet Banking service is free of charge for the first 6 months, after which Semiannual fees are deducted.
Please click on the link below to view our schedule of fees and charges.
INTERNET BANKING FEES

16. What should I do in case of online theft or fraud?

Please contact our Call Center immediately at 19033 to report any fraud or theft acts.

Hardware and Mobile “O-KEY” Tokens

1. What is the Hardware Token?

The Hardware Token is a portable device that generates a one-time password (OTP). The OTP is used to authenticate certain transactions and payments in the Internet Banking system, providing you with an extra layer of security and guaranteeing you peace of mind.

2. What is the Mobile Token?

Mobile Token is an application that you are requested to download on your mobile device to generate a one-time password (OTP). The OTP is used to authenticate certain transactions and payments in the Internet Banking system, providing you with an extra layer of security and guaranteeing you peace of mind.

3. How to activate my Hardware or Mobile "O-KEY" Token?

Hardware Token:

  • Turn on the token by pressing the “OK” button.
  • Create your 4-digit PIN and press “OK”.
  • Confirm your PIN and press “OK”.

Mobile Token:

  • Download and install the application from Google Play or App Store.

Google Play

App Store

  • Enter your 14-digit activation code received via SMS.
  • Create your PIN.
  • Re-enter your PIN to confirm.

4. How do I use my Hardware or Mobile Token to authenticate payments?

Hardware Token:

  • Turn on the token by pressing the “OK” button.
  • Enter your 4-digit PIN and press “OK”.
  • Press the “O-KEY” button (1) when “Select” appears on the screen.
  • Your “O-KEY” one-time password will appear on the screen to proceed with your transaction.

Mobile Token:

  • Press the “Login” button.
  • Enter your PIN and press the “OK” button.
  • Your “O-KEY” one-time password will appear on the screen to proceed with your transaction.

5. What action should I take if my token gets locked?

Your token will be automatically locked if you enter your PIN incorrectly 3 consecutive times. To unlock your Hardware or Mobile "O-KEY" Token, please call the Contact Center on 19033.


Do you have a question?

Contact us

Your message was sent successfully. Thank you!