Access Bank DRC - Frequently Asked Questions (English Translation)

USSD Service (*450#)

• *How can I access the USSD service (450#)? You must have an Access Bank account and your phone number must be registered.

• What if the USSD service is blocked on my phone? Dial 4500#.

• What if I lost my USSD PIN? The service is not available.

• Daily transfer limit via USSD? USD 2,500 or equivalent in CDF.

• What if I lose the phone with USSD activated? Since USSD is linked to the SIM, a replacement SIM restores the service.

• Can I send money via USSD? Yes, between Access accounts or to Mobile Money accounts. Dial *450#, then select option 2.

• How to buy airtime via USSD? Dial *450#, then select option 3.

• How to check my balance via USSD? Dial *450#, then select option 1.

• Can I get a mini statement via USSD? Yes, up to the last 3 months. Dial *450#, then select option 4.

• How to request a salary advance via USSD? Dial *450#, then select option 5.

• How to transfer money to Mpesa, Airtel Money, or Orange Money? Dial *450#, select option 2, then Bank-to-Mobile.

• What if a transaction fails but my account is debited? Contact customer service or visit a branch.

• Are there fees for USSD transfers? Yes, 3.5% + VAT.

• Refund timeline for failed transfers? Maximum 72 hours.

• Transfer speed via USSD? Instant.

Access More (Mobile App)

• How to access Access More? Download the app, register, create password and PIN.

• Prerequisites? Access Bank account and registered phone number.

• Corporate clients access? No, they use Access Pay.

• Forgot password or PIN? Use “Forgot ID” in the app.

• Changed phone? Download app again, select “change here,” reconnect.

• Multiple phones? Not allowed.

• Daily transfer limit? USD 9,900 daily and monthly.

• Transfer speed? Instant.

• Local transfers? Yes. International transfers? No.

• Airtime/bill payments? Yes.

• Security? Password + PIN required.

• Fees? 3.5% + VAT for Mobile Money funding.

• Salary advance? Not available.

• Mini statement? Yes, up to 3 months.

• Balance inquiry? Yes.

• Mpesa funding? Yes.

Mobile Banking

• What is Mobile Banking? Service for balance checks, transfers, airtime purchase, bill payments via mobile phone.

• Is it secure? Yes.

Access Pay (Corporate Clients)

• What is Access Pay? Electronic payment solution for companies.

• Payments possible? Salaries, suppliers, bonuses.

• Advantages? Speed, security, traceability, reduced risks, accessibility.

• Target clients? Corporate clients: companies, NGOs, government organizations.

• Access requirements? Fill form, have Access Bank account, provide beneficiary list.

• Beneficiaries need Access accounts? Yes.

• Multiple users per company? Yes.

• International transfers? Yes, with verification.

• Processing time? 48–72 hours.

• Fees? Vary by number of beneficiaries and channel.

• Failed transaction? Contact beneficiary’s bank.

• Cancel/recall transaction? Possible, refund timing depends on issuing bank.

POS Merchant (Point of Sale)

• What is a POS terminal? Device for merchants to accept card payments.

• Who can get one? Merchants/companies with Access Bank business accounts.

• Who can pay via POS? Visa and Access cardholders.

• How to obtain? Open business account, fill POS request form, sign contract.

• Payments possible? Purchases at shops, supermarkets, restaurants.

• Fees? Commission per transaction.

• Funds availability? Within 2 days.

• POS free? Yes, but commissions apply.

• POS malfunction? Contact POS service.

• Multiple terminals? Yes, on request.

• Advantages? Easy to use, secure connection, fast processing.

• Other bank cards? Visa only.

Salary Advance

• What is it? Cash advance before salary is paid.

• Eligibility? Salary account holders paid at least 6 times.

• Maximum advance? Up to 75% of last net salary.

• Request method? Dial *450#.

• Frequency? Once per month.

• Repayment? Within 30 days.

• Fees/interest? May apply depending on offer.

• Processing time? Instant if eligible.

Account Opening (Individuals)

• Current account requirements? Valid ID, photos, initial deposit, request letter.

• Savings account? Same as above, without request letter.

• Salary account? HR letter, valid ID, photos.

• Processing time? 1–6 business days.

• Remote account opening? Possible via email/partner agency.

Account Opening (Corporate)

• Requirements? Request letter, company documents, meet account manager.

• Fees? Monthly maintenance, withdrawal, transfer, checkbook issuance.

• Bank certificate cost? $30 + VAT.

• Bank statement cost? $2 (simple), $69 (embassy).

• Processing time? 3–5 days.

Cash Withdrawal

• Current account? At branch with signed check.

• Salary account? At branch with check, or via Mobile Money/USSD/Access More.

• Savings account? At branch, ATM, or Mobile Money.

• Processing time? ATM: <1 min, Mobile Money: ~5 min, branch: 20–40 min.

Cash Deposit

• Definition? Giving cash to the bank to credit an account.

• Where? At branch or authorized agent.

• Documents? Deposit slip with account details.

• Deposit into another person’s account? Yes.

• Currency flexibility? Yes, exchange will be done.

Bank Cards

• Types offered? Visa (USD personal), Mbote (CDF salary), Solution (USD personal).

• Validity? 2 years.

• Usage? ATMs, POS, online payments.

• Limits? Vary by card and transaction type.

• International use? Visa only.

• Lost/stolen card? Inform the bank immediately.