Frequently Asked Questions

How can we assist you today?

Do I get an OTP (One Time Password) every time I transact on the online banking platform?

Every time you transact on your account, the system will require an OTP to authenticate the transaction.

Do you have a Question? We are always ready to help

Get the answers to your online banking needs in the following ways:

a) 24-hour contact center details as below:
Phone: +254 709 800 000 / +254 730 175 000
WhatsApp Chat: +254 773 758 196
Email: atyourservice@sbmbank.co.ke
Twitter: @sbmbankkenya
Facebook: SBM Bank Kenya

b) Visit any of our branches during our hours of operations and we will be happy to help

c) Contact your dedicated Relationship Manager

What is merchant Shortcode for MPESA collections?

It is a six-digit code issued to SBM Bank customers for use to collect MPESA payments through the bank’s official MPESA paybill 552800. The shortcode is linked to your SBM Bank account and payments made through the bank’s paybill 552800 to the shortcode are credited instantly into the merchant’s SBM bank account.

Who can apply for the merchant shortcode?

Existing SBM Bank account customers and new customers can apply for the service. Any business owner can sign up irrespective of the size of their business from small businesses to large enterprises.

How do I apply for the shortcode?

Visit your nearest SBM Bank branch or reach out to your SBM bank relationship manager to apply for the service. The shortcode will be issued within 24hrs working day and customer can immediately start using it.

What are the requirements for one to apply for an SBM merchant shortcode?

  • a. A running business
  • b. An SBM account
  • c. A duly completed application form

Will the merchant be charged a service fee for the shortcode?

The shortcode is free and has no charges. Payments made to the shortcode are credited instantly and in full into the merchant’s SBM Account.

Can I specify my preferred shortcode?

Yes, you can specify your preferred shortcode that will be assigned to the applying merchant provided it’s not taken up. If it has been taken up, the bank will alter one digit until it gets a shortcode that is available.

How soon can I get and start using the shortcode?

The shortcode is issued within 24hrs working day and customer can immediately start using it. Your RM or processing branch will call you with updates of a successful setup and details of your shortcode.

Will I be issued with stickers for use to display my SBM shortcode on my business premises?

Your RM or processing branch will issue you with branded stickers for use to display your merchant shortcode.

Quick Answers for Your Banking Queries about SBM Bank