FREQUENTLY ASKED QUESTIONS (FAQs)

• Q1.   What is the new CBG Mobile App all about?

  It is a totally new app designed to offer enhanced banking services and a superior user experience compared to the old app. It addresses reliability issues and allows customers to perform transactions such as balance enquiries, transfers, statement requests, payments including QR payments, manage expenses, and many more exciting features.

• Q2. Is the new app an update of the old one?

  No, the new app is entirely new and requires a fresh download and sign-up.

• Q3. How will the transition from the old app to the new app affect current users?

  The transition will require users to set up a new username and password. Transaction history on the old app will not be migrated but their statements will have all relevant details.

• Q4. Who and how can I access the New Mobile App?

  Individuals and SMEs (Sole Proprietors) who hold an account with CBG can download the app using a smartphone with internet capabilities from Google Play Store for Android devices and App Store for iOS.

• Q5. Do I need to visit the branch to sign up?

  No, the new CBG mobile app is a self-service app. Customers do not need to visit any branch. They only need to download the app and sign up. You may also visit any of our branches if you require assistance.

• Q6. What are the key features of the new CBG Mobile App?

  Key features include biometrics for payments, a sleek Dark Mode option, quick access to frequently used services, enhanced security settings, sharable transaction receipt, streamlined mobile money transactions, and improved bill payments and transfer services.

• Q7. What security measures are in place for the new CBG Mobile App?

  The app features advanced security protocols, including biometric authentication for login and payments.

• Q8. How will CBG ensure customer data privacy with the new mobile app?

  We adhere to strict data protection regulations and employ encryption and secure server protocols to safeguard customer information.

• Q9. What should I do if I forget my password or PIN or lose my phone?

  Customers can reset their password or PIN directly within the app using the 'Forgot Password' feature. They should follow the on-screen instructions to reset it securely. In the case of the loss of a phone, customers should immediately visit any of our branches for the app to be deactivated.

• Q10. Are there any transaction limits on the new CBG Mobile App?

  Yes, transaction limits are set for security reasons. Customers can view and manage these limits within the app (coming soon), visit a branch or contact our Contact Center for more information.

• Q11. How can I provide feedback or report issues with the new CBG Mobile App?

  Customers can provide feedback through the app's feedback menu, contact our customer support team via phone on 0302216000, email us at talktous@cbg.com.gh, or in-person at any of our branches nationwide.

• Q12. What do I do if my issue/challenge/enquiry has not been addressed above?

  You can visit any of our branches nationwide or call our Contact Center on 0302216000