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FAQ

  • General

    How can I update my contact details or personal information held by AfrAsia?
    If your email or postal address has changed, or you wish to update any other personal information, please contact your Relationship Manager.

    I would like to contact someone from your bank.
    Please call +230 403 5500 or +230 208 5500 or email afrasia@afrasiabank.com.

    What should I do if I receive suspicious email?
    If you receive a suspicious email, please do not attempt to open it or reply to it. Forward the email to alert@afrasiabank.com. You should never send sensitive personal or financial information over email.

    I am looking for sponsorship.
    Please send a detailed sponsorship request to afrasia@afrasiabank.com.

     

  • Accounts

    How do I apply to become an AfrAsia Bank client?
    To open an account with us, please click on “Become a client” and we will guide you through the application process.

    What are the eligibility criteria to open an account, and what are your terms and conditions?
    To find out whether you are eligible to open an account, please contact us on +230 403 5500 or + 230 208 5500, email afrasia@afrasiabank.com or pay us a visit in branch.

    How can I view my accounts?
    If you are an internet banking user, please log in, click on “Account Information” and select the account whose balance you would like to check. If you haven’t registered for internet banking, please contact your Relationship Manager.

    I would like to close my account. How do I do this?
    To close one of your accounts, please contact your Relationship Manager. If you’re leaving us, thank you for banking with us – we’re sorry to see you go.

  • Cards

    How do I apply for a card?
    if you are not yet an AfrAsia Bank client, please visit the “Become a client” section of our website and we will guide you through the application process. If you are already a client, our website’s “Cards” section will help you choose the right credit card or prepaid card for your needs.

    How can I top up a prepaid card?
    Please login in to our prepaid card page.

    I can’t top up my card. What should I do?
    If you are not able to top up your card, please contact your Relationship Manager for assistance on +230 208 5500 or +230 403 5500, or via email at afrasia@afrasiabank.com.

    How can I make repayments on my credit card?
    Please log in to our internet banking interface and click on “Fund transfers” then on “Credit card repayments”.

    How do I check my XtraMiles balance?
    You can check your XtraMiles balance by logging onto the XtraMiles platform xtramiles.afrasiabank.com with the credentials provided to you at the time of registration.

    How can I use my XtraMiles?
    You can use your XtraMiles to book hotel stays in over 250,000 hotels, to buy flight tickets across 900 airlines and rent a car across 150,000 car rentals worldwide by simply logging on to the XtraMiles platform. You’’ also enjoy access to a VIP lounge access when travelling. For more information about lounge access, please contact your Relationship Manager.

  • Prepaid cards

    What are the benefits of the AfrAsia Visa Prepaid Card?
    The AfrAsia prepaid card is a general-purpose reloadable prepaid card that looks and functions just like any other VISA card without offering a credit facility. Once loaded, cards are activated and provided with a security PIN. You may use the card at any POS, online or ATM terminal displaying the VISA® trademark. You must however load and have funds available on the card in order to use it. The value of a purchase is deducted from the funds available on the card.

    I’d like to apply for a prepaid card. Does my credit rating or bank account balance matter?
    No, you can apply for and obtain an AfrAsia prepaid card regardless of your credit rating or bank account balance.

    How do I manage my Prepaid Card Account?
    Cardholders can transact with and manage their card accounts through their Relationship Manager (RM) or through the website on the prepaid card page. The online platform enables features like card to card transfers, checking of balances, changing PIN, temporarily blocking the card, etc.

    How do I load funds onto the card?
    Cards can be loaded either directly from your bank accounts, via another AfrAsia prepaid card and via batch payroll payments. A card can be loaded repeatedly. For card-to-card loading, funds are available instantaneously. For cash loading, funds are available within a day.

    Can I transfer funds to another AfrAsia Visa Platinum Prepaid Card?
    You can send money to friends or family members anywhere around the world in real time. Log in to your account on our prepaid card interface and click on “Fund Transfer”. Enter the recipient’s name and customer ID or 16-digit card number, the transfer amount and confirm the transaction.

    Can I view my full transaction detail and history online?
    Yes, all account and transaction information is available 24/7 online on our prepaid card interface.

    Will I receive a confirmation after a transaction?
    An SMS and/or email alert will be sent to you to confirmation each transaction that has taken place.

    How secure are these cards? What if a card is lost/stolen?
    A PIN is associated with every card. All payments are made through a secure channel. In the event that a card is lost or stolen, it can be blocked immediately and replaced, safeguarding the funds that you’ve loaded on it. Your exposure to loss is limited to the amount you have on the card at any given time.

    What happens if I forget my password?
    If you insert your password wrong three times in a row, your card will be blocked. Please contact our customer service on +230 403 5570 (during office hours) to unblock your access.

    Can I block my card temporarily?
    Yes, you can block a card temporarily and unlock it at your convenience through any of our branch offices or by contacting your Relationship Manager.

    How can I apply for a card?
    You can apply online or by contacting your Relationship Manager. You will need a clear scanned copy of your Mauritian National Identity Card or passport and a proof of address (utility bill, home rental agreement or bank account) no more than three months old.

    When will I receive my card?
    You will receive your AfrAsia prepaid card within one working day of your application being approved. If you do not receive your card in this time, please contact your Relationship Manager.

    Can I apply for multiple prepaid cards?
    Yes. Many people can have one card per currency. There is a quarterly maximum loading limit per card of MUR 900,000 or the USD or EUR equivalent. Please talk to your Relationship Manager for additional details.

    When can I start using my card?
    When you receive your prepaid card, you must sign the back of the card in the “Authorised signature” box, then activate their card as per the instructions provided in the welcome pack. Cards must be activated before cardholders can access their funds or load funds onto their prepaid card. Your prepaid card is pre-registered for Verified by Visa, so there is no need to register for this service.

    Is any interest earned on the prepaid card?
    There is no interest accrued on the prepaid funds.

    What are the fees and terms and conditions?
    The card’s terms and conditions are downloadable from our website on the prepaid card page. For all tariff and charges please click here.

    Do the cards have any expiration date?
    Yes. The AfrAsia prepaid card expires after a maximum period of 3 years. The validity period is printed on the front of the card.

    Can I cancel the prepaid card?
    Yes, you can by contacting your Relationship Manager.

    What is minimum balance I have to keep on the card?
    There is no minimum balance requirement on the AfrAsia prepaid card.

    What is 3D Secure?
    3D Secure is a safety protocol developed to improve the security of online payments. It is named by VISA as “Visa Verified” and works as an added layer of security.

    What happens if my application for a prepaid card is declined?
    The cost of your application will be refunded to your credit or debit card at no extra charge.

    Can I use my card overseas?
    You can use your AfrAsia prepaid card anywhere in the world where the VISA Acceptance Mark is displayed.

    What to do if I am a victim of card fraud?
    Your chip and pin prepaid card is supported with security such as Verified by Visa and free SMS transaction notifications to protect you from card fraud. However, if you think that your card has been used for a fraudulent transaction, please logon to our prepaid card interface to block the card immediately; contact our hotline; or call your Relationship Manager to have the card blocked.

    What is Verified by Visa?
    Verified by Visa is a security system that tells online retailers and banks that you are a genuine cardholder when you shop online. It is free, simple to use and gives you an extra layer of security when you shop online.

    Verified by Visa allows you to confirm your identity and protect your prepaid card by using a personal password to authorise online transactions, such as online shopping, providing greater reassurance and security. When you shop at a participating online store, your card will be automatically be recognised as protected by Verified by Visa.

    Once your card is activated, you are automatically registered for Verified by Visa and will be protected at every participating online store. To recognise a Verified by Visa store, look for the Verified by Visa symbol on the retailer web site. There are over 300,000 merchants across Europe registered for this feature. Verified by Visa not only protects your card against unauthorised use, it also means you can have confidence that the online retailer you're buying from has made your security a priority. Verified by Visa is provided by Visa, the world's most trusted electronic payment system.

    How do I use Verified by Visa?
    Using Verified by Visa is easy. It simply adds an extra step – a request for a password – when you pay for something online. Your Visa card will continue to work just as it does now and you will still be able to use it with retailers who are not yet offering Verified by Visa. Verified by Visa is simply an additional layer of security to give you complete confidence when you’re shopping online.

    To shop online with Verified by Visa:

    • Choose what you want to buy online
    • Go to the check-out page
    • Enter your Visa prepaid card details as usual
    • The website will tell you whether or not your merchant offers Verified by Visa

    If it offers Verified by Visa, you should be redirected to a web page similar to the one below:

    • Your six-digit one-time password (OTP) will be sent to you by email and/or SMS
    • Enter your password in the ‘verification code’ field and click 'submit’
    • If you have entered the correct OTP, your identity will be confirmed and your purchase completed
    • If you attempt to click submit without inserting the OTP, you will be prompted to submit the missing information
    • If you enter the wrong OTP three times in a row, your account will be blocked and your purchase will not be completed. You will need to call your Relationship Manager during office hours to unblock your account.

    I've been sent an email by Verified by Visa asking me to update my details. Is this right?
    Verified by Visa will never send you an email requesting you to update your details for any reason. This type of email is likely to be a fraud attempt. You should report it to your card issuer via the telephone number on the back of your payment card.

    If I need assistance during office hours, who do I call?
    Please call your dedicated Relationship Manager for assistance on +230 208 5500 or +230 403 5500.

  • Treasury

    Where can I find the latest FOREX rates?
    Forex rates are updated daily and are available on the AfrAsia website’s Treasury page.

    I’d like to learn about government securities. Where can I find information about them?
    Here’s a handy video explainer that provides information about government securities

  • Banking

    How can I apply for a loan?
    Information about AfrAsia Bank’s loans are available on this website, visit the page. If you are not yet a client, please call us on +230 403 5500 or + 230 208 5500, email afrasia@afrasiabank.com or pay us a visit in branch. If you are already a client, please contact your Relationship Manager.

    How can I transfer money?
    If you are an internet banking user, please go to our “Funds Transfer” page and choose “Related means of transfer”. Select required transfer of funds (internally, locally or into overseas accounts). If you do not have access to internet banking, please contact your Relationship Manager.

    How can I apply for an e-statement?
    Download, fill in and sign the e-statement form, then scan or take a clear, readable photo with your mobile phone and send it to estatement@afrasiabank.com, copying in your Relationship Manager. Visit the e-statement page on this website for more information

    Where can I find my customer ID?
    To be sent your customer ID, please contact your Relationship Manager.

    There is a bank transaction that I do not recognise on my account. How can I check its details?
    Please contact our Customer Service Hub or your Relationship Manager as soon as you notice an unusual transaction.

    Where can I find an instruction manual about how to operate my account?
    You can find a guide on how to operate your account by logging onto AfrAsia’s Internet Banking platform for which you will find the link on our website. You can also contact your Relationship Manager.

    How can I make bank transfer or execute a transaction?
    To transact by yourself, please login to internet banking, click on “Funds Transfer”, select “Related means of transfer”, then choose from internal, local or overseas.

    Has my transaction taken place?
    If you are an internet banking user, please login and go to “Account Information”, “Savings/Current accounts” and “Related account”, then select your full or mini statement option to view a full list of credit and debit transactions or the last ten debit and credit transactions on your account. If you are not yet registered for internet banking, please contact your Relationship Manager.

  • Internet Banking

    How do I register for Internet Banking services?
    If you are a private or personal customer, visit the Internet Banking page for all information and to download our Internet Banking Access and One Time Password application forms.

    If you are a business or corporate banking customer, please visit the application form page and click on the Internet Banking Access and One Time Password application forms.

    Fill in and sign the forms and send them to our Client Services Hub for processing at CSH-TL@afrasiabank.com.

    How do I log on to Internet Banking?
    Click on the Internet Banking login in the top right of the screen. You will be asked to choose between personal or corporate access.

    What can I do through Internet Banking?
    A wide range of services are available through our internet banking interface. Through internet banking, you can check your account balance, make local and overseas money transfers, reload your prepaid card, repay your credit card bill and even set up your standing orders.

    What can I do if I have to change my password or have forgotten my user ID and password?
    If you are able to login, please go to “Service Requests” and select “Change your current password”.

    I have forgotten my username and password. How do I reset them?
    If you have forgotten your username and/or password, please email CSH-TL@afrasiabank.com to reset them.

    I am not able to connect to Internet Banking. What should I do?
    Please check that your User ID and Password are entered correctly. They are both case sensitive. If you are still not able to connect, please email CSH-TL@afrasiabank.com to reset your login details.

    Do I need to pay to use AfrAsia Bank’s Internet Banking?
    Access to the Internet Banking platform is free of charge. Certain transactions, such as international transfers, will be charged as per our latest Tariff Guide(s).

    I received my password but not my username. What should I do?
    Please email CSH-TL@afrasiabank.com for assistance.

    How do I stop a transaction I requested?
    Please login to internet banking, go to “Correspondence” and leave a message. This will be automatically forwarded to your Relationship Manager and the Customer Service Assistant assigned to your account.

    How can I unblock my internet banking access?
    You will need to email CSH-TL@afrasiabank.com to unblock your access to your online banking.

    I have received a log-in error message. What should I do?
    Please check that you are connected to an internet network and check for any pop-up messages. Otherwise, please email CSH-TL@afrasiabank.com

    Can I access all of my accounts via a single Internet Banking login?
    For security purposes, we cannot automatically link any additional accounts you may have to your existing Internet Banking interface. If you’d like to access multiple accounts with single Internet Banking login, please email CSH-TL@afrasiabank.com.

    I am a corporate or SME Internet Banking user. How can I add or remove an authorised user?
    If previous users were provided access to your business’ online accounts via a written resolution or extract of resolution, you will need to request amends to your authorised access list by issuing another written resolution or resolution extract.

    I am a corporate or SME Internet Banking user. How can I unlock a user’s access to Internet Banking?
    Please contact the Client Services Hub with your request.

    What is a bulk payment?
    A bulk payment is a bank system that allows you to perform several transactions in one go, including salary payments, dividends pay-outs and direct debits.

    I am a corporate or SME Internet Banking user. Can I make bulk payments or bulk-pay salaries through AfrAsia’s Internet Banking service?
    Yes. Log in and select “Funds transfer” and manage bulk payment beneficiaries under the “Maintenance” sub-section.

  • Careers

    What training and development does AfrAsia offer?
    Our aim is to develop leaders at every level of our business. Performance management is very important to us. When you join the AfrAsia Bank team, you will have regular performance reviews, career discussions and access to coaching through your line manager. You’ll need to establish career objectives with your line manager and agree the next steps; then we will provide the support and guidance to help you achieve those ambitions.

    What is AfrAsia’s culture like?
    As a small and agile bank that punches above its weight in the region, we encourage our people to innovate and think like entrepreneurs. Our CEO holds regular face to face meetings with staff in order to share goals, objectives, results & new strategies. Our passionate management team works closely with our operational teams to communicate our values and ensure they don’t get diluted. We also encourage our people to provide feedback via suggestion boxes, regular employee engagement surveys and face to face meetings with members of the executive team.

    What benefits do you offer employees?
    In addition to a competitive salary and a great working environment, we offer a company pension, medical insurance, staff loans, performance bonuses, social events, internal health awareness sessions... and much more!

    How can I find out about career opportunities at AfrAsia?
    Our job openings are advertised on our website, in the Mauritian press and on the IBL Ltd website. We also welcome speculative CVs if no jobs are currently advertised.

    How do I apply for a job at AfrAsia?
    Your CV is also a crucial part of your application. You should make sure that both your covering letter and your CV are tailored to the role or operational area that you are applying for. Your CV should clearly set out your educational achievements, any professional qualifications you have attained, your previous work experience and any extra-curricular activities that are relevant to the role you are applying for. Check your CV to make sure that it reflects the job’s specifications and place any required qualifications prominently placed at the top of the document. For most AfrAsia roles, we will ask you to complete an Application form / provide a cover letter. If your CV is shortlisted, we’ll conduct phone or face-to-face interviews to assess your enthusiasm, skillset and fit with AfrAsia’s values. Make sure you are prepared to explain how you fit the specifications of the role you’ve applied for, and to provide examples of how you applied your skills or dealt with particular problems in previous jobs.

    Is AfrAsia an equal opportunities employer?
    AfrAsia does its utmost to promote diversity within its workforce. We actively support both the Training and Employment of Disabled Persons Board of Mauritius and the Government’s Youth Employment Programme.

    What community or CSR activities do you support?
    We are passionate about our commitment to Corporate Social Responsibility and we concentrate on a small number of dedicated projects that reflect our key values. We believe that AfrAsia has a strong role in sustainable development and encourage our employees to actively participate in our CSR activities.

    How else do you recognise your staff?
    The yearly AfrAsia Achiever Award recognises members of staff who truly live our values, who excel at their jobs and who deliver exceptional customer experiences.

  • XtraMiles

    What are XtraMiles?
    XtraMiles is a reward programme exclusive to AfrAsia’s Titanium and World Cardholders. It allows you to earn miles as you shop, save and invest and redeem them on travel and lifestyle rewards worldwide.

    How do I sign up?
    You will need to be a holder of an AfrAsia Titanium or World MasterCard card credit card. As a cardholder, you will be eligible to earn XtraMiles points and participate in the rewards programme.

    How do I earn Xtramiles?
    To earn XtraMiles, all you need to do is use your AfrAsia Titanium or World credit card for local or international retail purchases and you will earn Xtramiles.

    You can also earn XtraMiles on investments and fixed deposits with AfrAsia. Please see the reward programme’s terms and conditions for more information.

    How can I redeem my XtraMiles?
    Your XtraMiles are your new travel currency. You can redeem them on air tickets, hotel accommodation, spa treatments, restaurant meals and much more with our XtraMiles rewards programme partners.

    Do my XtraMiles have an expiry date?
    Yes - you must redeem your XtraMiles within 3 years of the date you earned them, or they will automatically expire.

    What happens to my XtraMiles after 3 years?
    After 3 years, your XtraMiles reward points automatically expire. They will no longer be redeemable after their expiry date.

    How will I know when/if my XtraMiles will expire/have expired?
    You will be sent advance notice of any XtraMiles due to expire.

    I am trying to activate my XtraMiles credit card online but am being told my credentials are invalid. What can I do?
    When you activate your account, a one-time password is sent to you email/SMS. For security reasons, it is only valid for 30 minutes. After this time, you’ll need to contact your Customer Service Assistant to request a new password.

    Can I book tickets for infants on XtraMiles?
    Yes, you can book a ticket for one infant per travelling adult with XtraMiles. As per airline rules, the infant must be under 24 months old on the date you travel. Please make sure to provide a valid proof of age document when you check-in. The infant will not receive their own seat on the flight and must travel with the accompanying adult.

    What is an e–ticket?
    An e–ticket (electronic ticket) is a paperless electronic document with a unique confirmation number. If you have an e-ticket, you will not need a paper ticket. When you purchase an e–ticket, we email it to you within 30 minutes of your booking. Simply print it out and present it and a valid travel document at the airport counter when you check in for your flight.

    How many seats can I can book?
    A maximum of 9 seats can be booked at any one time. If you need to book for more than 9 travellers, you will have to re–start the booking process for the additional travellers.

    Can I book a multi–city trip?
    You cannot currently book a multi-city trip. For multi-city travel, you will need to book individual flights separately.

    I am searching for flights and have selected 5 passengers (adults + children). Whey aren’t all your partner airlines showing up in the search results?
    Some airlines don’t allow you to book for more than 4 passengers (adults + children) in a single go. Please try to search for flights for fewer passengers.

    I am searching for flight tickets and have selected my preferred flight. However, after providing passenger details, I see that the fares have increased. Why?
    Airline fares are dynamic in nature and are based on availability of the seats on the particular flight you’ve selected. In some cases, the seats on the flight you’ve selected may be sold by the time you’ve completed your booking. To minimise the risk of booking failures, please check the availability of your flight before you proceed with payment. If you find that the fare has increased when you reach payment stage, you have the option of either going ahead with the booking or searching for a different flight with more availability.

    How do I know my booking has been confirmed?
    We’ll send you an SMS (to either your Mauritian and international phone number) and an email to confirm your flight booking.

    Do I need to confirm my flight reservation before I fly?
    No, you don’t. But feel free to contact the airline directly if you like.

    How do I confirm my seat assignments?
    XtraMiles does not offer pre-assigned seating. Some airlines will confirm your seat assignments but their rules for doing so vary. It’s best to call your airline directly to check whether you can choose your seat.

    I have already booked my flight and received an email confirmation but want to amend the departure or arrival dates. What should I do?
    For any amendments to your flights, please contact your Relationship Manager at AfrAsia Bank. He or she will be glad to assist you.

    Can I book a flight for my unaccompanied child?
    You cannot make an online flight booking for an unaccompanied child on any online flight booking platforms. This is due to airline regulations. You will need to contact your airline directly and provide specific supporting documents to complete this type of booking.

  • Specialised team
    Specialised team
  • Fast & reliable service
    Fast & reliable service
  • Accessible & flexible
    Accessible & flexible