Equity Bank Kenya has notified customers of an intermittent service downtime affecting bank-to-mobile wallet transactions across several of its digital banking platforms.
In a customer advisory issued on Tuesday, the bank said the disruption is impacting transfers initiated through the Equity Mobile App, the USSD platform *247#, and Equity Online Banking services for both individual and business customers.
The lender noted that all other banking services remain operational while technical teams work to restore the affected functionality.
Mobile Wallet Transfers Temporarily Affected
According to the bank, the disruption specifically affects transactions where customers transfer funds from their bank accounts to mobile wallets.
Such transactions are widely used in Kenya’s digital payments ecosystem, where mobile money services play a central role in everyday financial transactions.
Customers attempting these transfers through the affected platforms may experience delays or failed transactions until the issue is resolved.
Equity Bank did not immediately disclose the cause of the disruption or provide a specific timeline for full service restoration.
Technical Teams Working on Restoration
The bank said its technical team is actively working to restore normal operations and advised customers to remain patient while the issue is addressed.
Digital banking platforms have become a key service channel for Kenyan banks, allowing customers to conduct transactions, pay bills and transfer money without visiting physical branches.
Temporary outages occasionally occur due to system maintenance, network challenges or high transaction volumes.
Fraud Awareness Advisory
Alongside the service update, Equity Bank Kenya also reminded customers to remain vigilant against fraud attempts during service disruptions.
The bank reiterated that it only makes customer calls from a single official number: 0763 000 000.
Customers were warned not to share sensitive banking information with anyone claiming to be bank staff.
The bank emphasised that it will never request personal banking details, including:
- Account numbers
- PIN codes
- Passwords
- One-time passwords (OTPs)
- Debit or credit card information
These details should not be shared via phone calls, SMS or social media messages.
Growing Reliance on Digital Banking
The advisory highlights the growing reliance on digital channels for financial services in Kenya, where mobile money and online banking platforms handle millions of daily transactions.
Banks have increasingly invested in mobile apps, USSD services and internet banking to support customer demand for faster and more convenient financial services.
As a result, service disruptions affecting digital channels can have immediate effects on customers who depend on mobile platforms for everyday payments and transfers.
Equity Bank Kenya said it will provide updates once the affected services have been fully restored.
