Frequently Asked Questions

We aim to help you through the banking process and also provide answers about our products & services

We are here to answer all questions

Having issues or difficulties accessing or understanding your account? Here are few questions that are recently asked

General Frequently Asked Questions

Please call Customer Fulfilment Center on 0800100030 or send an email to cfcuganda@ubagroup.com

This may be due to an error or network issues. Please log out and log in again. If challenge persists please call the Customer Fulfilment Center on 0800100030 or send an email to cfcuganda@ubagroup.com

Our Swift Code is UNAFUGKA XXX

Our Sort Code is 260147

When using any Telecom’s USSD code, the limit is determined by individual Telecom Companies, not UBA, kindly refer to them.

This may be due to an error or network issues. Please log out and log in again. If challenge persists please call the Customer Fulfilment Center on 0800100030 or send an email to cfcuganda@ubagroup.com

Your mobile banking ID is your mobile number

  • – For online Transactions the limit is Ugx 2,880,000
  • – For ATM withdraw in country, the limit is Ugx 4,000,000
  • – For ATM withdraw out of Uganda, the limit is equivalent of Ugx 4,000,000 in any currency.
  • – For swiping on any POS, the limit is Ugx 2,880,000
  •  
  • Note: The above limits can be increased upon your request through any of our branches.

Visit any nearby UBA Branch and fill a limit increment form

Visit and of our branches to fill a request form.  After enrolling you will get personal credentials on your email and registered phone number. You will then access our Internet banking through https://ibank.ubagroup.com

Find out how UBA keeps your information safe and secure. Learn how to safeguard your personal information or report fraud. If you suspect fraudulent activity or receive a suspicious email please contact our dedicated helpdesk immediately

Internet Banking

Please call our Customer Fulfilment Center on +256780142329 to confirm what limit is applicable to you. If you want to increase the limit, please send a request to our email address cfcuganda@ubagroup.com with your account number well indicated

No, you cant. You need each country’s internet Banking platform

On Internet Banking Home Page here, please click on ‘forgot your password? ’Then, enter your Internet Banking USER ID, on next screen and submit, then provide an answer to any security question set by you as you will be asked. On the next page, you will be asked to enter your secure pass/Token which you should enter. On the next page, reset your new password which will be automatically set and ready to use.

Write to cfcuganda@ubagroup.com to remind you of your user ID and reset pass word. You can do the same request through any of our branches.

You are very secure when using Internet Banking, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.

You are very secure when using Internet Banking, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.

Internet Banking is protected with the best-in-class security technology. To further protect your profile, do not share your credentials with anyone, do not click on any suspicious link, when you are in doubt, always contact cfc@ubagroup.com

Internet Banking can be accessed from any internet-enabled devices – computer, laptop, smart phones etc. via ibank.ubagroup.com. For ease of access and use, you can download Internet Banking apps from stores

In Nigeria, all accounts use the NUBAN system, all accounts are 10 digits, your login credentials are in the PDF attached to the mail you received, the PDF has been pass-coded using the last 7 digits of ANY of your 10 digit account numbers with UBA Plc, as a hint, the last 3 digits of the account used is stated in the body of the e-mail you received.

We use a soft token. You have to download entrust identity, then contact cfcuganda@ubagroup.com or call +256780142329 to be taken through the process.

Yes, you can but you need to contact us on cfcuganda@ubagroup.com or call +256780142329 

UBA Foundation’s essay contest for Uganda’s senior secondary students fosters a reading culture and intellectual competition among students.

Leo Chat Banking

Please confirm what limit is applicable to you. You may need to give an instruction and execute indemnity at any of our Business Office for higher limits

You can enroll by downloading the form here, you would require the latest version of Adobe Reader on your PC and an image of an acceptable means of identification to apply. The form can be returned via email to:
virtual.enrollment@ubagroup.com

There are flexible options for enrollment/registration. They include:
Instant Self-Registration – with your debit card, individual customers can start and finish enrollment from our Internet Banking login page ibank.ubagroup.com by clicking Instant Self-Registration button. It takes about 40s to complete this process!

Enrollment with Virtual Enrollment Form – There is also another option for both individuals and corporates to enroll with the interactive online PDF forms. The link to the forms are pasted below:
U-Direct Virtual Channel Enrollment Form – Individual

Internet Banking Virtual Channel Enrollment Form – Corporate

Enrollment through our Business Offices – You can walk into any of our Business Offices to fill a form to be enrolled on Internet Banking. Corporate customers can also give instruction on their letterhead to RMs or Business Offices to enroll their desired users – there is no limit to the number of users who can be enrolled under a corporate user

Yes, when you enroll for UBA’s Internet Banking Service, Internet Banking, You Can specify which accounts you want access to over the internet and can have access to all of them using one single user ID.

On Internet Banking Home Page here, please click on ‘forgot your password?’
Then, enter your Internet Banking USER ID on next screen and submit, then provide an answer to any security question set by you and a new password is automatically generated and sent to your registered e-mail address.

Getting started again is easy! Click forgot user ID? To retrieve your user ID, then, click forgot password? to retrieve your password. Now, you are good to go

Please click Internet Banking Quick Guide for more info. If you need further assistance, kindly contact cfc@ubagroup.com

You are very secure when using Internet Banking, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.

Internet Banking is protected with the best-in-class security technology. To further protect your profile, do not share your credentials with anyone, do not click on any suspicious link, when you are in doubt, always contact cfc@ubagroup.com

Internet Banking can be accessed from any internet-enabled devices – computer, laptop, smart phones etc. via ibank.ubagroup.com. For ease of access and use, you can download Internet Banking apps from stores

In Nigeria, all accounts use the NUBAN system, all accounts are 10 digits, your login credentials are in the PDF attached to the mail you received, the PDF has been pass-coded using the last 7 digits of ANY of your 10 digit account numbers with UBA Plc, as a hint, the last 3 digits of the account used is stated in the body of the e-mail you received.

If you desire a hard token, you can get it at any UBA Business Office. For more flexibility, U-Token is available in apps stores for download and instant activation for your transactions

Yes! To do this, click Personal Profile menu and click Update User ID to personalize your user ID. You can personalize your user ID as often as you desire. It is all about you!

Remittances

We currently have 7 Active money transfer services  as listed below;

  • – AfriCash
  • – UBA Connect
  • – Western Union
  • – MoneyGram
  • – RIA
  • – Small World
  • – Remitly

The remittance services are open to both account and non-account holders/walk in customers of the Bank.

No. Remittance services can only be accessed by the intended beneficiary of the transaction. Appointing representatives is prohibited and hence any transaction information should never be shared with third parties.

Yes. Corporate entities can receive funds using remittance services usually through direct-to-account transfers across the money transfer platforms.

The maximum amount a customer can send is the cumulative equivalent of $10,000. This limit runs for a 30-day period, but can be exhausted if the client sends the amount in one day.

The maximum amount a customer can receive is the cumulative equivalent of $10,000. This limit runs for a 30-day period, but can be exhausted if the beneficiary receives the amount in one day.

Acceptable means of identification for Remittance Products include; Ugandan National I.D for nationals, International Passport with Valid VISA for foreigners and Refugee ID with Family attestation form for refugees and these MUST BE VALID

Yes. The beneficiary customer must provide the purpose of transfer and this is mandatory 

Yes. The sending customer must provide the source of funds facilitating the transaction and this is mandatory

Yes. The relationship must be clearly indicated by both customers involved in the transaction, both the sender and the beneficiary

Yes. This service is only available while using Africash and UBA Connect

Yes. You can use AFRICASH, UBA CONNECT, RIA, WESTERN UNION, MONEYGRAM, and REMITLY to receive funds directly into your UBA Account.

 Note: For direct-to-mobile money, you can use REMITLY sending directly to MTN and AIRTEL

UBA Remittance Card

Please confirm what limit is applicable to you. You may need to give an instruction and execute indemnity at any of our Business Office for higher limits

You can enroll by downloading the form here, you would require the latest version of Adobe Reader on your PC and an image of an acceptable means of identification to apply. The form can be returned via email to:
virtual.enrollment@ubagroup.com

There are flexible options for enrollment/registration. They include:
Instant Self-Registration – with your debit card, individual customers can start and finish enrollment from our Internet Banking login page ibank.ubagroup.com by clicking Instant Self-Registration button. It takes about 40s to complete this process!

Enrollment with Virtual Enrollment Form – There is also another option for both individuals and corporates to enroll with the interactive online PDF forms. The link to the forms are pasted below:
U-Direct Virtual Channel Enrollment Form – Individual

Internet Banking Virtual Channel Enrollment Form – Corporate

Enrollment through our Business Offices – You can walk into any of our Business Offices to fill a form to be enrolled on Internet Banking. Corporate customers can also give instruction on their letterhead to RMs or Business Offices to enroll their desired users – there is no limit to the number of users who can be enrolled under a corporate user

Yes, when you enroll for UBA’s Internet Banking Service, Internet Banking, You Can specify which accounts you want access to over the internet and can have access to all of them using one single user ID.

On Internet Banking Home Page here, please click on ‘forgot your password?’
Then, enter your Internet Banking USER ID on next screen and submit, then provide an answer to any security question set by you and a new password is automatically generated and sent to your registered e-mail address.

Getting started again is easy! Click forgot user ID? To retrieve your user ID, then, click forgot password? to retrieve your password. Now, you are good to go

AfriCash

Africash is a secure electronic payment service that allows your send and receive money from the 20 countries UBA operates in. See country list

Please confirm what limit is applicable to you. You may need to give an instruction and execute indemnity at any of our Business Office for higher limits

You can enroll by downloading the form here, you would require the latest version of Adobe Reader on your PC and an image of an acceptable means of identification to apply. The form can be returned via email to:
virtual.enrollment@ubagroup.com

There are flexible options for enrollment/registration. They include:
Instant Self-Registration – with your debit card, individual customers can start and finish enrollment from our Internet Banking login page ibank.ubagroup.com by clicking Instant Self-Registration button. It takes about 40s to complete this process!

Enrollment with Virtual Enrollment Form – There is also another option for both individuals and corporates to enroll with the interactive online PDF forms. The link to the forms are pasted below:
U-Direct Virtual Channel Enrollment Form – Individual

Internet Banking Virtual Channel Enrollment Form – Corporate

Enrollment through our Business Offices – You can walk into any of our Business Offices to fill a form to be enrolled on Internet Banking. Corporate customers can also give instruction on their letterhead to RMs or Business Offices to enroll their desired users – there is no limit to the number of users who can be enrolled under a corporate user

Yes, when you enroll for UBA’s Internet Banking Service, Internet Banking, You Can specify which accounts you want access to over the internet and can have access to all of them using one single user ID.

On Internet Banking Home Page here, please click on ‘forgot your password?’
Then, enter your Internet Banking USER ID on next screen and submit, then provide an answer to any security question set by you and a new password is automatically generated and sent to your registered e-mail address.

Getting started again is easy! Click forgot user ID? To retrieve your user ID, then, click forgot password? to retrieve your password. Now, you are good to go

Please click Internet Banking Quick Guide for more info. If you need further assistance, kindly contact cfc@ubagroup.com

You are very secure when using Internet Banking, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.

Internet Banking is protected with the best-in-class security technology. To further protect your profile, do not share your credentials with anyone, do not click on any suspicious link, when you are in doubt, always contact cfc@ubagroup.com

Internet Banking can be accessed from any internet-enabled devices – computer, laptop, smart phones etc. via ibank.ubagroup.com. For ease of access and use, you can download Internet Banking apps from stores

In Nigeria, all accounts use the NUBAN system, all accounts are 10 digits, your login credentials are in the PDF attached to the mail you received, the PDF has been pass-coded using the last 7 digits of ANY of your 10 digit account numbers with UBA Plc, as a hint, the last 3 digits of the account used is stated in the body of the e-mail you received.

If you desire a hard token, you can get it at any UBA Business Office. For more flexibility, U-Token is available in apps stores for download and instant activation for your transactions

Yes! To do this, click Personal Profile menu and click Update User ID to personalize your user ID. You can personalize your user ID as often as you desire. It is all about you!

MoneyGram

Yes, customers without BVN can provide any of the other forms of ID and must be referenced by an account holder of the bank.

  • Yes, with BVN walk-in customer can collect MoneyGram transfer.
  • No. Transactions can only be paid in UGX.

No, your transaction reference is pin which secures the transaction do not communicate same to any third party, you will be required to key-in the 8 digit number on pin pad to pull funds.

Bumper Account

  • Opening balance is UGX 10,000
  • – A valid means of ID (National ID) passport for non-Ugandans.
  • – Passport photograph
  • – Opening balance of UGX 10,000

Yes, you can get a debit card on your UBA Bumper Account

Yes, for foreigners that reside in Uganda

Monthly management fees – UGX 2,500

Kiddies Account

Interest bearing savings accounts established by parents and guardians for their children or wards who are 0 -12 years.

Documents required
– Child’s birth certificate or International Passport
– 1 Passport Photograph each of parent/guardian and child ID
– Parent’s valid ID (National ID/ International Passport)
– Utility Bill within 3 months from account opening date

  • -The parent/ guardian till the child comes of age

No, however you can access the accounts via our other digital channels.

Several exciting rewards such as:
– Earn 13th Month Reward.
– A chance to partake in the scholarship scheme.
– Annual interest of 4.05% (payable monthly)

The 13th month reward is an amount paid to UBA kiddies customers at the end of each year. If they save according to their target plan and roll over their balance to the next year (not withdrawn).

If you withdraw funds early, you will not be eligible for the 13th month bonus that year.

However, your plan will remain in effect and you can be eligible the following year if you stick to your plan. In this case, your plan will revert to Year 1, so you will be eligible for a 10% bonus that year.

Yes, you will earn competitive interest on the accumulated funds in your account even if you do not achieve your target plan –however you will no longer be eligible for the 13th month bonus.

Prepaid Card

  • — No need to have bank account
  • — Alternative to cash
  • The Prepaid card is safe for transactions across channels (ATM, POS, Web)
  • — Funds can be retrieved incase of theft or lost of the card
  • — Access for fund 24/7 anywhere in the world (Worldwide Acceptance)
  • — Can be used on various channels for local and international transactions (POS,WEB & ATM)

For additional enquiries, please contact our 24/7 Customer Fulfillment Centre via
Email: cfcuganda@ubagroup.com
Tel:0417715251/2/3/4, | WhatsApp 0780142329
or Live Chat available on the log-in screen of the app

  • – It is reloadable, You can add funds to the card multiple times, either manually or automatically through direct deposits.
  • – No Credit Check, Prepaid cards do not require a credit check or bank account , making them accessible to individuals who may not qualify for debit cards.
  • – Budgeting, prepaid cards can help with budgeting since you can only spend the funds that you have loaded onto the card.
  • – Security: prepaid cards are not linked to a bank account , reducing the risk of theft or fraud
  • – Cards can be used at Merchant outlets(POS) where Visa is accepted.
  • – Safe and secure since it is a chip card.
  • – It is an Expense Management tool and can be used as a saving tool
  •  

Yes you can pay for your shopping either online or on a POS Terminal at a merchant outlet. When your UBA Prepaid card is lost, please get a police letter and visit any UBA branch near you, please carry along your original national ID or passport and valid visa for foreigners, a passport photo and UGX 30,000

If your UBA prepaid card gets lost or stolen, you are protected against fraudulent purchase transactions from the moment you report the loss to UBA (Call CFC on +256 800100030)

  • – A valid National ID or valid Passport and Visa(valid for six months) for foreigners
  • – A coloured passport photo
  • – UGX 30,000
  • — Load the UBA prepaid card at any UBA Office or through UBA Mobile/Internet Banking, UBA Agent.
  • — Go to any UBA ATM to change PIN
  •  Gift cards
  •  Salary cards
  • — Expense cards
  • — Co-branded
  • – No, you do not need an account to get a UBA Prepaid card.

Once you have provided all the requirements, it takes less than 20 minutes to have your card ready.

  • – You can change your PIN from a UBA ATM near you.
  • – You can visit a branch near you to reset your pin if you have forgotten your pin

Mobile Banking

For additional enquiries, please contact our 24/7 Customer Fulfillment Centre via
Email: cfcuganda@ubagroup.com
Tel:0417715251/2/3/4, | WhatsApp 0780142329
or Live Chat available on the log-in screen of the app

If you are out of data or in a weak internet region, you can still use our magic banking code *245# to transact. Simply dial *245# and follow the prompt. Please note that the same PIN used for your UBA Mobile Banking will be used for UBA Magic Banking.

  • Download UBA mobile banking app, and the change the country to Uganda, then tap sign up. the enrolling happens with either prepaid card or debit card and later follow the procedures.

  • Download the same app, for as long as you remeber the username and password then you are good to go

Tap the forgot password option to change your password or contact cfcuganda@ubauganda.com

You can change your PIN by clicking on Change PIN under the Setting menu (after login)

Yes, when doing your transactions, there is a tab for save to favorites list to add your favourites. You can then be selecting from your favourite list in subsequent transactions.
Note: Your favourite can be edited/deleted from settings, by sliding the favourite to the left.

After you log in to the app, select the account or card you would like to view and click on Statement to display your transactions. You will be able to view your last 6 months statement.

Teens Account

  • UBA Teens is a basic savings account for teenagers. The objective of the account is to give them a sense of inclusion in planning their finances, carrying out transactions and learning to save.
  • – 3 free withdraws per month, above which one month’s interest is forfeited. Free Over the counter withdrawals
  • Convenience: Easy access to client’s funds in convenient and accessible channels.
  • Rewarding: Customers will enjoy 50% discount on the debit card.
  • Culture cultivation: Parents will entrench within their children a savings culture and prudent personal financial management.
  • – A valid means of ID (National ID of parent) passport for non-Ugandans.
  • – Passport photograph
  • – Opening balance of UGX 5,000

The parent/ guardian till the child comes of age

Yes. First issuance is at a discount of 50%

New-to-Bank Teen customers by completing the Teens Debit Card section of the Account Opening Form.
Existing Teen customers by completing the Teens Debit Card section of the Debit Card Request Form

Parents/guardians can monitor teens’ account activity including balance information and recent transactions through online banking/Mobile App/USSD.

Yes. As the signatory on the account, you can transfer money from your child’s account to another account at UBA.

Yes. You can either deposit cash or transfer into the account.

Transaction limits can only be defined and changed by parents/guardians. In addition, parents/guardians can monitor teens’ account activity through online/mobile/USSD banking.

Yes. But only for a full KYC Teens account

Next Gen

  • – A valid means of Identification (ID)
  • – 3-4 Passport photographs
  • – Opening balance of UGX 5,000.
  • – Minimum Account balance of UGX 5,000.

A Savings account will be opened when you present a passport photograph and valid photo ID. However, with your School ID/admission letter, your account can be converted to a UBA NextGen account.

  • – Yes, please. The UBA NextGen Account is for students of any tertiary institution including Colleges, Universities, Technical/Vocational Institutions,  Polytechnics.

  • – On Campus at University events organized by UBA
    – Online
    – At the Branch

– Yes, you can get a debit card on your UBA NextGen account at a discount of 50% for your first card.

You can change your PIN by clicking on Change PIN under the Setting menu (after login)

Personal Loans

  • Personal loan is an uncollaterised loan accessible to staff of approved companies, whose salary accounts are domiciled with UBA.

– If you are an employee of a private firm, the minimum loan amount you can apply for is UGX1,000,000.
– If you are an employee of a civil organisation, the minimum loan amount you can apply for is UGX2,000,000 

  • You can apply up to UGX180Million

  • – A customer in the private sector can enjoy loans for a tenor up to 60 months.
    – A customer in the civil service, you can get loans for a tenor of up to 48 months.

No hidden charges, No management fee

Yes, applicant must not be less than 18 years at loan application date and should not be older than 55 years at loan maturity date.

Personal Loan will be availed immediately after a successful application.

  • – Customer must maintain an active salary account with UBA.
  • – Customer must not have a history of dud cheques.
  • – Customer must have a satisfactory credit report.
  1. As many times as you may require, as long as you have not exceeded your eligible limit.

– To apply for any of UBA Consumer loan, a customer walks into the nearest Business Office and submits an application or sends an E-mail to his/her Relationship Manager to process the loan request.

To enjoy any of our loan products, you would need to open a UBA current account. Kindly walk into any UBA Business Office nearest to you

The loan products currently available is:
– The UBA Personal Loan Product
– Asset Finance
– Auto Loans

– To be eligible to obtain a loan facility, the following criteria are to be met:
– You must be a confirmed staff
– Your employer must be on the approved list of organizations for Personal Loans

– To obtain the UBA Personal Loan, you would need to provide the following documents:
– A duly completed Loan Application Form.
– A copy of your pay slip and bank statement of account indicating salary inflows in the last 6 months.
– A letter of awareness from your current employer.
– A letter of Introduction and Awareness from your current employer.
– Positive credit search reports

– To be eligible to apply for the UBA Personal Loan Product, you must have been confirmed as a staff by your organisation.

The Bank may grant exception to disburse personal loan to customers with returned cheques provided the occurrence is not more than once in the last 3 months.

Yes, you are eligible to apply for a new loan provided that total salary deductions for loan repayments will not exceed a proportion approved by the Bank and provided you meet other conditions for loan.

As a loan applicant, you are required to pay for a credit insurance cover in the case where you have insufficient/no terminal benefits.

The insurance benefit covers the applicant in the event of any of the following:

– Loss of Job
– Death and
– Permanent disability

All federal government civil servants

– Staff of private companies on UBA Counterparty list
– Staff of state government on UBA Counterparty list
– Staff of local government on UBA counterparty list

– You can repay loan principal in equal instalment in a year with the periodic bulk payments from your employer.

Contact our Customer Fulfilment Centre team on 0417715251/2/3/4, WhatsApp 0780142329 or send an email to cfcuganda@ubagroup.com

UBA Agent

  • All UBA agents can be identified by our branding, which includes a UBA logo. Additionally, our customers can transact using any agent on the ABC platform (these agents always have a handshake logo for agency banking).

All UBA customers and other bank customers,

  • • Cash Deposit (All Banks on a Shared Platform)
    • URA/KCCA/Public University Tuition
    • NWSC
    • UMEME Yaka and Post Paid
    • UBA Prepaid Card Loading
    • MTN Float Purchase and Liquidation

Yes. Your money is safe as long as you receive a receipt confirming that your transaction is successful. Customers are advised to always leave the agent premises with a receipt confirming that the transaction is successful. Never leave your money with the agent.

Everyone is eligible to become an agent as long as they have a registered business, physical and secure premises, an existing bank account from any banking institution licensed by the Central Bank, and are not UBA staff.

We have a WhatsApp group for our agents where they can drop their complaints. Alternatively, they can directly call the agent banking staff or go through a branch and Customer Fulfilment Centre team on +256 800100030 (Toll Free) +256 417715100/104/121 +256 780142329  +256200820100 cfcuganda@ubagroup.com

Yes. All agents open two accounts: a float account and a commission account. If an agent has more than one outlet, each outlet will have one independent float account but only one commission account.

You can visit any of our UBA branches, check our website or contact our Customer Fulfilment Centre team on +256 800100030 (Toll Free) +256 417715100/104/121 +256 780142329  +256200820100 cfcuganda@ubagroup.com