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/IMBank CustomerPortal/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

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 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

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 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

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