Frequently Asked Questions
Answers to common questions about accounts, digital banking, security and privacy.
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Contact the support teamAccounts and banking
What documents do I need to open an account?
You will generally need a valid national ID, passport, or other government-issued identification, your phone number and email address, and proof of income for certain account types. See Open an Account to start an application.
How long does it take to open an account?
Once you submit an online application, our Customer Experience team will contact you to verify your identity (KYC). Most accounts are activated within 1-3 business days after all required documents are confirmed, though this can vary.
Can I open a business account online?
Yes, business account holders can start the process using the same online application. Additional documents such as business registration and ownership details will be requested during verification.
What are the fees on my account?
Fees vary by account type. See our Rates and Tariffs page for indicative fees, or ask a member of staff for details specific to your account.
How do I close my account?
Visit any branch or contact our Customer Experience team. You will need to settle any outstanding balances first, and we may ask you to confirm your identity.
Digital banking, mobile app and mobile money
Which app do I download for mobile banking?
Download the Cairo 24/7 mobile app. It is available on the Google Play Store for Android and on the Apple App Store for iPhone. Links are also on our Internet & Mobile Banking page.
What can I do on the Cairo 24/7 mobile app?
Check balances and mini-statements, move money between your accounts and to other banks and mobile money wallets, pay bills, pay school fees through SchoolPay, download e-statements, and manage your cards, from your phone.
How do I log in to the mobile app or Online Banking for the first time?
You must be enrolled first. Existing customers can register using their account number and the phone number or email registered on the account. If you have trouble, contact us or visit any branch with your ID and the team will register you and issue your credentials.
How do I register for Online Banking?
Existing customers can register using their account number and registered phone number or email. If you have trouble registering, contact us or visit a branch with your ID for assistance.
What is the difference between Retail and Corporate Internet Banking?
Retail Internet Banking is for personal customers as a single user. Corporate Internet Banking is for businesses and adds multi-user roles and approval workflows so company payments can be prepared by one person and authorised by another.
Is internet and mobile banking free?
Yes. Access to internet and mobile banking, and monthly e-statements, are free on all Cairo Bank Uganda personal and business accounts. Transactional fees still apply as per the bank tariff.
Can I move money between my Cairo Bank account and MTN or Airtel mobile money?
Yes. Bank to wallet and wallet to bank transfers work for both MTN Mobile Money and Airtel Money, and carry no Cairo Bank charge (mobile money transfers between UGX 500 and UGX 5,000,000). You can do this in the Cairo 24/7 app or Online Banking, or from the bank menu inside your MTN or Airtel mobile money service.
What USSD codes do I use to pay school fees from my phone?
On MTN Mobile Money dial *165#, and on Airtel Money dial *185#, then choose Payments and SchoolPay, enter the student payment code and amount, and confirm with your mobile money PIN. Full step-by-step instructions are on the SchoolPay page.
I do not have a smartphone. Can I still bank from my phone?
I forgot my Online Banking password. What do I do?
Use the "Forgot password" link on the Online Banking login page to reset it. For security, never share your password with anyone, including staff who claim to be from Cairo Bank Uganda.
Why was my transaction declined?
This can happen for several reasons, including insufficient funds, daily limits, or security holds. Check your Cairo 24/7 app or Online Banking for details, or contact us if the issue continues.
Is the loan calculator on this site an official loan offer?
No. The loan calculator gives an indicative estimate only. It excludes fees and insurance and does not constitute a loan offer or approval.
Security and fraud
Will Cairo Bank Uganda ever ask for my PIN or password?
No. We will never ask you for your PIN, full password, or One-Time Password (OTP) by phone, email, or SMS. Do not share these details with anyone, and report suspicious requests to us immediately.
I think I've been a victim of fraud. What should I do?
Contact us immediately so we can help secure your account. Where possible, change your Online Banking password and do not use the suspected compromised device until it has been checked.
How do I report a lost or stolen card?
Contact us as soon as possible so we can block the card and arrange a replacement. Acting quickly reduces the risk of unauthorised transactions.
How can I recognise a phishing attempt?
Common signs include urgent requests for personal information, suspicious links, unexpected attachments, and requests to bypass normal verification. See our Insights section for more guidance on staying safe.
Privacy and data protection
How does Cairo Bank Uganda use my personal data?
We use your personal data to provide banking services, meet legal and regulatory obligations, and improve our products, in line with our Privacy Notice and the Data Protection and Privacy Act. See our Privacy and Data Protection page for details.
Can I request a copy of the data you hold about me?
Yes. You can submit a data subject request (for access, correction, portability, erasure, or withdrawal of consent) through our Privacy and Data Protection page.
Who can I contact about a privacy concern?
You can reach our team through the data subject request form, or contact us directly using the details on our Contact us page.
This page is for general information only and does not replace the terms and conditions of your specific product. If in doubt, please contact us or visit a branch.