Equity Bank Customer Care: How to Reach Support, What to Expect, and How to Get Fast Resolution

How to Reach Equity Bank Customer Care (Verified Channels)

Equity Bank serves customers across East and Central Africa and operates multiple customer care channels designed for 24/7 reachability. For the fastest help, use the in-app chat on Equity Mobile or call the country-specific contact center listed on Equity’s official website. Avoid phone numbers shared on social media comments or random sites—always verify through the bank’s own pages or the mobile app to prevent fraud.

The official website is the single source of truth for current contact details, hours, and any temporary service advisories: https://equitygroupholdings.com. From there, choose your country (for Kenya, see https://equitygroupholdings.com/ke/contact-us) to get the correct phone number, email, and branch information. In Kenya, customers can also use Equity’s USSD menu by dialing *247# on the mobile line linked to their account for quick self-service like balance checks, card blocking, and mini-statements.

For in-person support, the group head office is at Equity Centre, Hospital Road, Upper Hill, Nairobi. Branches in major towns and cities can assist with account updates, KYC, and complex service requests that require document review. Carry an original ID/passport and your account number (or card) when visiting a branch.

• Official website directory: https://equitygroupholdings.com → Select your country → Contact Us. Bookmark your country’s page to avoid phishing.
• Equity Mobile app: Use the authenticated in-app chat or “Help/Support” section. App-to-support messages are tied to your profile, which speeds up verification.
• USSD (Kenya): Dial *247# from your registered line for quick self-service, card freeze, mini-statements, and PIN services.
• Head office (Kenya): Equity Centre, Hospital Road, Upper Hill, Nairobi. Ask reception for Customer Experience or your specific business line (retail, SME, corporate).
• Card network emergency (if abroad and you cannot reach Equity): Visa Global Customer Assistance +1 303 967 1096; Mastercard Global Assistance +1 636 722 7111. Follow up with Equity to complete any dispute or card replacement.

What to Have Ready (Speeds Up Verification) and Security Checks

Customer care must verify your identity before discussing accounts, changing details, or taking sensitive actions. This is for your protection and is also a regulatory requirement in Equity’s markets. Having the right information ready significantly shortens the call or chat and helps the agent resolve the issue on first contact.

Never share your mobile or card PIN, full card number, full one-time passwords (OTPs), or internet banking password with anyone—including bank staff. Equity staff will not ask for your full PIN or password. If someone does, hang up and call back using a number you obtained from the official website or your banking app.

• Personal ID: National ID/Passport number and the name as it appears on your account.
• Account details: Account number (or the last 4 digits of your debit/credit card). For international transfers, the SWIFT code for Equity Bank Kenya is EQBLKENA (confirm your country’s code on the official site).
• Contact verification: Your registered mobile number and email address.
• Recent activity: Last known transaction amounts/merchant names to help confirm you as the account owner during security checks.
• Case artifacts: For disputes or fraud, have transaction IDs, timestamps, screenshots, SMS alerts, or charge slips. For lost devices/cards, note when and where you last had them.

Common Requests and Step-by-Step Guidance

Lost or Stolen Card, Suspicious Transactions, or Account Compromise

Act immediately. If you still have access to your registered line in Kenya, dial *247# and use the card freeze/block option; you can also freeze a card via the Equity Mobile app. Then contact the official customer care line for your country from the website to confirm the block, review recent activity, and request a replacement card. Ask the agent to place a fraud watch on your profile and to guide you on replacing SIMs or device tokens if needed.

For unauthorized transactions, lodge a formal dispute while on the call or via the in-app chat. Provide transaction timestamps, amounts, and merchant details. If the transaction was card-present (POS/ATM), some chargebacks have strict filing windows (often 30–120 days depending on the card scheme and reason code), so file as early as possible. Keep your case reference number and request email confirmation of your dispute submission.

Mobile and Online Banking: Login, PIN, and Device Issues

If you changed phones or reset your device, use the Equity Mobile re-registration flow. You may be asked to confirm via OTP to your registered mobile and to answer profile questions. If your phone was stolen, request de-linking of the old device and re-provisioning on your new phone. Do not reinstall the app on a device you suspect is compromised; secure it first.

For USSD (*247# in Kenya), ensure you’re dialing from the line registered with your account. If you’ve ported your number or changed SIMs, you may need to re-verify. If you repeatedly fail PIN attempts, stop after the allowed tries to avoid lockout and call customer care for a safe reset path. For internet banking password resets, follow the official reset link from the website; avoid links sent through unsolicited messages.

Card/Wallet Disputes and Chargebacks (E-commerce, POS, ATM)

Gather exact details: date/time, merchant name (or ATM location), transaction amount, and any reference numbers. For e-commerce, include screenshots of confirmations or cancellation emails. Contact Equity through an authenticated channel and ask to open a dispute with the correct reason code (e.g., fraud, goods not received, cancelled recurring, duplicate charge). Timelines vary by scheme and country; many cases acknowledge within a few business days and resolve within several weeks, but complex cross-border cases can take longer.

Continue to monitor your account and update the bank if additional unauthorized transactions appear. You may be asked to sign a dispute affidavit. If your card credentials are compromised, insist on replacement and request Digital Wallet token re-issuance if you use Apple Pay/Google Pay (where available), to prevent recurring charges from re-surfacing on old tokens.

Service Hours, Fees, and What to Expect

Equity’s contact centers operate 24/7 for most urgent needs such as card blocking, fraud, and digital access issues. Branch hours vary by location and country, but in Kenya most branches serve Monday–Friday during business hours and a half-day on Saturday; check the branch locator on the official website for the exact schedule before you travel.

Calls to customer care are typically billed at your network’s standard rates unless your operator provides special terms. Self-service via the Equity Mobile app or USSD generally does not attract bank fees for security actions like card freeze or password resets, but normal transaction fees (e.g., transfers, airtime purchase) still apply. Always review the current tariff guide on your country site for up-to-date charges before initiating transactions.

For well-scoped requests (e.g., card blocking, simple balance queries), resolution is immediate. For KYC updates, card replacements, and some loan servicing requests, allow 1–3 business days depending on document verification steps. Dispute cases take longer due to interbank and card network processes; ask for an estimated timeline and a case reference number.

Escalation Paths and Regulatory Recourse

If your issue is not resolved to your satisfaction, first escalate within Equity: ask for a supervisor on the same call/chat, or request an escalation ticket and a written update by email or SMS. Provide any new information promptly to avoid delays. For in-branch issues, ask to speak with the Branch Manager or the Customer Experience Lead and leave copies of relevant documents.

If an issue remains unresolved after the bank’s stated timeframe (commonly up to 30 calendar days for formal complaints), you can escalate to the financial services regulator in your country. In Kenya, visit the Central Bank of Kenya’s consumer protection resources at https://www.cbk.go.ke. Use only the regulator’s official website for complaint instructions and forms, and keep your Equity case reference handy—regulators typically require you to show you tried to resolve the matter with the bank first.

Keep a personal log of dates, agent names (or IDs), ticket numbers, and promised callbacks. Saving this audit trail improves outcomes in escalations and reduces back-and-forth. When the case closes, ask for a closure email summarizing what was done (e.g., card replaced on [date], dispute filed under reason code X, expected refund window Y) for your records.

Quick Reference and Best Practices

Bookmark https://equitygroupholdings.com and your country’s Contact Us page; verify phone numbers there before dialing. In Kenya, remember the USSD short code *247# for quick self-service and emergency card freeze. If you travel, store the card-network global assistance numbers (Visa +1 303 967 1096; Mastercard +1 636 722 7111) as a last resort when you cannot reach Equity, then follow up with the bank to complete any formal processes.

Equitel, Equity’s mobile virtual network launched in 2015, integrates with your bank profile to streamline authentication and transactions—use it and the Equity Mobile app to reduce branch visits and accelerate customer care outcomes. Above all, keep security first: never share full PINs or OTPs, and initiate contact through verified channels only.

What is the phone number for Equity Bank customer service?

1 (888) 733-5041
Call us at 1 (888) 733-5041 or email us at [email protected].

How can I chat with an Equity Bank?

You can access Eva on social media platforms:

1. WhatsApp – Save the number +254763000000 on your phone and start chatting with EVA or Click https://bit.ly/EquityVirtualAssistant.
2. Facebook Messenger – Search EquityEva or Click https://facebook.com/EquityEva.

Is Equity Bank customer care 24-7?

Our lines are open 24 hours a day, 7 days a week. Do not reply to SMS messages offering soft loans, informing you that your account has a problem or you have won a competition that you did not participate in.

How to access Equity Bank via phone?

USSD *247#
This is a mobile banking service offered through a short code *247 #. It is now available through all Telcos in the country (Equitel, Airtel, Telkom & Safaricom). The USSD solution enables our customers with any mobile device, gain access to financial services regardless of the device make or sophistication.