Equity Bank Kenya has announced a temporary service interruption affecting bank-to-mobile wallet transactions, including transfers between bank accounts and mobile money platforms such as M-Pesa and Airtel Money.
In a statement posted on its official social media channels on Saturday 25th October, the bank said its technical team is working to restore services and apologized for the inconvenience caused to customers.
“We are experiencing service interruption affecting bank-to-mobile wallet transactions. Kindly bear with us as the technical team works to restore the services,” the bank stated.
The disruption has affected some customers attempting to complete mobile money transfers or withdrawals through the bank’s digital platforms. However, other banking services — including card payments, ATM withdrawals, and in-branch transactions — remain unaffected.
Bank Reassures Customers and Warns Against Scams
Equity Bank used the opportunity to caution customers against potential fraud attempts that may arise during such service interruptions.
“Please remember, Equity calls you from only ONE number — 0763 000 000. DO NOT engage with anyone asking for your personal banking details,” the notice read. “Equity will never ask for your bank details, PIN, password, OTP or card information via phone or SMS.”
The warning follows a recent surge in social engineering scams targeting mobile banking users, where fraudsters impersonate bank officials to obtain sensitive customer information.
Restoration Underway
As of Tuesday afternoon, Equity Bank’s technical team was actively working to resolve the issue and restore full functionality to bank-to-mobile transfers.
The bank has not specified the cause of the outage but emphasized that updates will be provided through official channels once normal service resumes.
Equity Bank is one of Kenya’s largest financial institutions, serving over 18 million customers across East Africa. The lender operates a robust digital ecosystem that processes millions of mobile transactions daily, making any downtime particularly impactful for individuals and businesses that rely on mobile money transfers for day-to-day operations.
Customer Advisory
Customers are encouraged to use alternative payment options such as debit cards, PesaLink, or in-person branch transactions while the issue is being addressed.
Equity reiterated that it will issue an update as soon as the bank-to-mobile wallet services are fully restored.
