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1 | P a g e I&M Bank Limited Prepaid Multicurrency Travel Card A Guide to Custo

1 | P a g e I&M Bank Limited Prepaid Multicurrency Travel Card A Guide to Customer Portal Management 1.0 What is I&M Bank customer portal This is a system access portal created to enable I&M Bank Prepaid Multicurrency Travel cardholders’ access and manage their card accounts 2.0 How do I get access to the portal? 2.1 The portal can be accessed through https://prepaid.imbank.com/IMBankCustomerPortal/html/ 2.2 User ID & Password For the first time login and access, the cardholder shall use;  16 Digit Card Number as the User ID  The IPIN as the Password (IPIN shall be generated and send through the applicants nominated email address at the point of card application) 2.3 User Profile Update After the first time successful login, the cardholder shall be required to immediately change and define new User ID and Password as preferred by the cardholder. 2.4 Forgotten profile logging In case you are unable to Login kindly Call our 24/7 support services on Tel.+254-20- 3221000 3.0 Customer Portal Facilities: The services and facilities currently available under the portal are as defined hereunder. 3.1 My Account Menu: a) Card Summary This Menu shall give a quick view of card account as regards the Product name, product currency and Available Balance b) Last 10 Transactions: A view of the last 10 transactions booked into your account c) Transaction Listing: An opportunity to view transactions that have been booked to your account within given defined periods of the last 30, 60, and 90 days or any defined range of dates 2 | P a g e d) Add New Currency An option to add a New Currency Wallet to your card wallets to tap the benefits of direct currency loading and card usage e) Card Lock or Unlock A convenience to block your card immediately you discover it’s lost or stolen and an option to unblock it in case you recover the card f) Check my Balance Check your available card balances on any of the Currency Wallets 4.0 My Requests Menu An innovative option of interrogating your account and sending account management requests to the bank for resolution a) SMS Alerts Settings View the nature of transactions and account activities where SMS alerts have been configured. Gives an opportunity for you to define or change the nature of SMS or Email alerts you opt to receive based on the transaction type and amounts b) Reset ATM PIN Whenever you have forgot or wish to change your ATM PIN, this option gives you an opportunity to define your own ATM PIN number for immediate use c) Wallets Preference Settings Being a Multicurrency product, you have an option of defining an Order of Priority in which card usage shall be deducted from your defined Currency Wallets d) Card Statement Requests An option to generate your own statement for a given period of choice and delivering the generated statement to your configured email address e) Inter-Wallet Funds Transfer The cardholder may transfer or allocate Funds from one Currency Wallet say USD to another Currency Wallet say GBP or EURO within the same card account f) Refund Request Whenever the cardholder wish to obtain a refund of funds from his or her card account in any Currency Wallet, they may process a request to the bank through this option. The bank will process the request and revert within the turnaround times 3 | P a g e g) Card Replacement Request If you lose your card or it has been damaged or lost or stolen and wish to process a replacement, you may send a request to the Bank through this option. The bank will process the request and revert within the turnaround times h) Download Dispute Form Whenever you have a dispute on any transaction or charges appearing in your card statement, you can download a transaction Dispute Form under this menu, complete, sign and submit to the Bank for processing. 5.0 My Mail Menu a) Compose Email: This Menu gives you an option to compose an email to the Bank regarding any queries or issues touching on usage and management of your card account. An immediate acknowledgement shall be facilitated through your configured email address b) Inbox: An Inbox email of your configured email address where responses on email queries raised with the bank shall be dumped 6.0 My Card Usage Settings Menu a) Country Usage Settings You may restrict usage of your card in any of the countries in the world perceived to be risky by blacklisting that country using this menu b) Merchant Category Usage Settings Whenever you perceive a given merchant category as risky e.g. jewellery, casinos, etc. you may login to this menu option and restrict your card against usage under these merchants. c) Set or Change Spend Limit An innovative way to define spend limit on any of your currency Wallets the transaction type, usage frequency, maximum count and value and set a future effective date of these settings. This feature shall cater for your travelling planning and reduce usage exposure on your account. d) Internet Purchase Settings Considering the risky nature of internet purchases and any other transaction where card is not present, this option gives you an opportunity to allow or block internet transactions on your card for a defined validity period NB: In case you are unable to access or use any of the defined portal facilities, kindly call our 24/7 Call Centre on +254-020-3221000 for assistance uploads/Finance/ i-amp-m-bank-limited-prepaid-multicurrency-travel-card.pdf