The NationHela card is readily available at NationHela Agent outlets, Diamond Trust Bank Branches, and leading supermarkets across Kenya.

You can buy a NationHela card for Ksh. 500/=.  Look out for our promotions to enjoy discounts and special fees.

When you buy the NationHela card, you need to activate the card first before you start using it.

1. Activating the card means using your mobile phone to dial the USSD code *348
2. You will be prompted to send an SMS with the last 8 digits of your card pack ID which is found on your PIN mailer and the last 8 digits of your Card number.
   
   Please note that all card pack ID numbers are unique and that you can’t use someone else’s number.
3. You will then receive an SMS confirming that your card has been activated
4. Write your name and sign on the back of your card immediately

An existing cardholder must transfer his card balance to a new card by calling our Customer Care number and it done within 24 hours.

Yes, there are limits set to protect you.

1. You can only make purchases or cash withdrawals up to the value of the funds loaded on to the card. 
2. You can load as little as 500/= and as much as $ 10,000 or equivalent of Kshs. 750,000. 
3. You can withdraw up to 50,000 Kshs per day and make purchases worth 500,000 Kshs per day at Visa merchant outlets

You can load your NationHela card more than once if you register the card by completing the card registration form and attaching your ID copy.

If you choose to load the card only once, you don’t have to register the card.  You can load the card up to a maximum of Kshs.750,000

The NationHela Card is accepted worldwide at over 30 million visa-branded merchant locations and over 2 million ATMs.  It can also be a means of receiving money from abroad without the hassle of going to an Agent outlet.

Yes.  You can use another NationHela card to load.

1. Card has not been activated
2. Card account has insufficient funds
3. You have used the wrong PIN (If you try your PIN more than 3 times the card will be blocked)
4. You have exceeded your daily ATM withdrawal limit allowed
5. You have placed the wrong security code on internet transactions
6. The address you supplied on the internet is not consistent with the address indicated on the card registration form

You NationHela PIN will be included in the Card Pack next to the card kindly use this PIN while doing ATM transactions. It is also used to authenticate your NationHela transactions and you will need  to remember it at all times. 

1. You can conveniently receive money from abroad.
2. You can buy, activate and start using the NationHela card immediately.
3. You receive instant transaction alerts every time you use your card.
4. You don’t have to go to an Agent outlet to receive money sent to you from abroad, meaning no queues.
5. The money you receive into your account is accessible 24hrs a day both on your NationHela prepaid Visa card and on your mobile phone.
6. You can access your money from over 30Million Visa branded ATM’s worldwide.
7. The money you receive is transferable to other NationHela account holders and to your MPESA account.
8. You can affordably purchase goods and services form Merchant outlets at no extra cost.
9. You have 24hr online access to card information and activity

‘MPIN means your Personal Identification Number which will be used to access your NationHela account on your mobile phone.  It is a 4-digit number only known to you and should not be shared with anyone.

Your mobile PIN may be different from your ATM PIN, which is issued to you along with the card pack. This PIN allows you to withdraw your cash from VISA branded ATM’s worldwide and make purchases at merchant outlets.  It is a 4-digit number only known to you and should not be shared with anyone.

No, this is not a credit card.  It is a prepaid card which requires you to load money into your card first before you spend it.

No.  Someone can send you money through different channels including their Debit or credit cards.  Only you as the recipient needs to have a NationHela card or account.

Yes, you will receive free SMS Alerts for every debit or credit transaction carried out on your account through the mobile phone number you used to activate your card. 

No.  With NationHela, you can register only one mobile number per NationHela account.

You can access NationHela through Safaricom, Airtel and Yu.

*348#

The card will be blocked immediately the request is sent on the USSD menu and a confirmation response will be sent to you.

Yes.  You will still be able to access your NationHela through your card and through the online portal.

If you forget your Card PIN, you will need to buy another NationHela card and we will assist you in transferring your balance to the new card.

No.  However, this service will be offered in the near future.

1. The mobile number you are sending money to may not be registered to NationHela
2. You may not be having sufficient funds in your account
3. You may have a network connection problem

You will be required to give your CVV2 number which is the 3-digit number on the back of your NationHela card.  This number is different from your PIN number.

The number is the last 3 digits on the back of your NationHela card.  The CVV2 number is a security device used to verify that you are in possession of the card and that you are the cardholder.

Yes, you can log onto the NationHela Online Portal here.  To log in to the system, you will need:

1. Your username -which is your mobile number or the 16-digit card number
2. Password – which is sent to you when you activate your card for the first time

Yes however, you will not be able to go to restricted sites as stipulated in the terms and conditions of using the card.

If your card is damaged, you can buy another card and transfer the limit to the new card before you block the card.  You will be required to call customer care and let them know you wish to close the old account

You can also choose to block the card yourself by following the 2 options below:-

1. Log into the NationHela Online portal and select‘Block card’ option on the menu
2. Through your phone, you can dial *348# and select ‘Block card’ form the menu

If you have lost your card, call the customer services on 0705 000590/ 0736 000590 immediately to block the card and prevent any further usage.  You can then buy a new card to transfer your old card balance into it.

You can also choose to block the card yourself by following the 2 options below:-

1. Log into the NationHela Online portal here and select‘Block card’ option on the menu
2. Through your phone, you can dial *348# and select ‘Block card’ form the menu

Your card uses the magstripe technology which is suitable for a prepaid card since you only use what you have loaded onto the card.   However, you should ensure you adhere to the basic card security which stipulates the following:

1. Do not disclose your PIN to a third party
2. Do not leave your card unattended
3. Do not allow the card out of your sight at the point of payment

For Internet payments, you have to ensure you use your card on credible websites, which can be identified by:

1. A locked padlock at the bottom right corner of your browser window
2. An unbroken key symbol at the bottom right corner of your browser window
3. A site with a URL that starts with ‘https’

You can click here. Simply search for the Account Statements and select the period you want to view.

1. View your current and previous statements
2. View your balance
3. Block your existing card
4. Unblock your blocked card
5. Change your password
6. Perform a card to card transfer

If you have problems using your card, please first check the following:-

1. That you have sufficient funds in the account
2. That the ATM accepts VISA
3. That the Merchant accepts VISA or NationHela
4. That you have entered the correct PIN number

If you still have problems, please contact our Customer Care on +254 705 000590 or +254 736 000590

Please contact our Customer Care on  +254 705 000590 or  +254 736 000590 to cancel your card

Yes, you can use your card to transfer money to another NationHela card or bank account listed on our website.

Refresh the web page and try again

1. Through the ATM
2. Through dialling your mobile phone USSD *348#
3. By logging into the customer portal here.

You will be able to access your monthly statement through the NationHela Online Portal here.  We therefore will not send any statements.  However, if you need any statements you can contact any DTB branch for assistance.

You can unblock your account by logging into the NationHela portal here through your phone by dialling *348# or through the internet by logging into the website and selecting ‘Unblock card’ on the menu.
You can also contact the customer care for further assistance.

No.  Your NationHela card is reloadable so you can keep using the same card every time you receive money.

You can only maintain one email address per account. You can edit your personal contact information here.

You can only use one mobile phone number per card as your mobile number is your account number.  To change the mobile number, please contact the Customer Care for assistance.

You can log on here and select the beneficiary information to edit.

You can send money using the following ways:-

1. From your Debit Card or Credit Card online account
2. Through money transfer service providers (Xpress Money or Moneygram).
3. From one NationHela account to another
4. Through a NationHela Agent
5. Through a DTB branch

Yes, you can reload upto a balance of Ksh. 750,000 into your NationHela card as long as you have registered the card.  You can load up to Ksh. 500,000 daily into your account.

To load more funds into your NationHela card, you can:-

1. Receive funds from abroad directly into your account through the NationHela website
2. Visit a NationHela outlet as listed on our website, and give them the money to load into your account
3. Use your paybill service from your mobile service provider as listed on our website to send money to your card.  Paybill services can be offered by M-PESA, Airtel or Yucash
4. Visit a Money Transfer Service provider like Western Union, MoneyGram or Xpress Money
5. Transfer from one NationHela account to another

Funds transferred into your NationHela account will be made available within minutes.

Yes, you can transfer money to a NationHela account in Kenya from wherever you are in the world using a Debit Card or Credit Card.

To send money now click here.

The different rates for sending money through the NationHela website are indicated on the  ‘How much does it cost’ section on the website.

You will not be charged for using your card at a merchant outlet in a foreign country but foreign currency rates will apply because your card is denominated in Kenya Shillings.

You will be charged an international rate of Ksh 250 when you withdraw funds from the ATM in a foreign country.  These tariffs are subject to change from time to time.

We use the daily foreign exchange rates of the day.

All NationHela transactions are in Kenya Shillings.  When withdrawing funds from the ATMs, they will be dispensed in the local currency of that country.  When paying for goods and services, you will be billed in Kenya Shillings.