Contact

How can I update my contact details or personal information held by AfrAsia Bank?
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.

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.

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 debit card for your needs.

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. For more information about lounge access, please contact your Relationship Manager.

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?
Find out about Government Securities here

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.

How do I login on the upgraded Online Banking platform?

• Visit the new URL https://onlinebanking.afrasiabank.com/
• For Existing Users:
  • Use your existing online banking username and password to log in
  • Select your preferred language (English or French) and click Log In
  • If your username contains special characters, you will be asked to change it on the next screen.
    • Once your new username is validated, enter your National Identity Card, Passport or Customer ID to proceed. (Note: Corporate users should select Customer ID and enter their Corporate Customer ID)
    • Verify your account
    • Select the channel through which you want to receive your OTP
    • Reset your password
    • Set up your security questions (you must select 3 from the 6 available questions)
    • You will be redirected to the login page. Log in with your new credentials (username/password)

• For New Users:

Individual

• Select Register Here
• Select your account type and proceed
• Enter your Customer ID and proceed to create your username and password

Note: self-registration is available for individual only. Corporate self-registration will come at a later stage.

What happens after the password and security questions are set up?
You will be redirected to the new login page, where you must sign in again using your username and new password. You will then be asked to enter and verify an OTP sent through your selected authentication channel. Once successfully verified, you will be redirected to the Overview page.

What should I do if I forget my username?
Retrieve your username(s) via email/phone by using the 'Forgot Username' option available on the login screen.

What should I do if I forget my password?
Reset your password by using the 'Forgot Password' option available on the login screen.

Do I have to change my password periodically?
No, your password never expires. However, if you suspect any misuse of your account or believe your password has been compromised, you may update it using the 'Forgot Password' option or by navigating to your My Profile settings.

If I change my password on the previous platform, can I use it on the new platform?
Yes, you can use the same password. However, temporary passwords will be applicable only on the platform on which you request for a Forget Password.

What are the different channels through which I can receive my One-Time Password (OTP)?

• SMS
• WhatsApp
• Authenticator app (e.g., Google authenticator) this must be set up in My Profile Settings
• Email (please note this option will be discontinued subsequently)

Is my Username case sensitive?
No

Is my Password case sensitive?
Yes

Can I use same password to log in to both the current and upgraded Online Banking platforms?
Yes, these are two different platforms. You may use the same password for both or set a different password for each.

What should I do if I do not receive my temporary password?

• • For first-time login, the temporary password is sent by default to the email address registered on the current Online Banking Platform.
  • If you have forgotten your password, a temporary one will be sent via your preferred notification channel, as configured on the upgraded Online Banking. You also have the option to resend it via the same or an alternate channel.
  • Once the temporary password has been used to access the platform, you are strongly recommended to change it and set a personal password.

What if I want to change my password?
Navigate to your My Profile page, then select Security Settings to change your password or manage any other security preferences.

What should I do if I do not receive my OTP?

• You have the option to resend it via the same or an alternate channel. Select 'Do Not Have Access to This' to switch to a different channel.
• If the issue persists, please call us on 403-5500 or contact your Relationship Manager for assistance.

What happens after multiple incorrect OTP attempts?
Your account will be temporarily locked and you will need to wait 15 minutes before retrying with the same credentials.

Please note that the Admin user cannot unlock a client who has been temporarily locked.

How to set up an Authenticator App?
For enhanced account security, the Bank strongly recommends enabling an Authenticator App such as Google Authenticator or Microsoft Authenticator.

To set this up, please follow these steps:

• Go to My Profile;
• Select Security Settings;
• Select Manage Two-Factor Authentication;
• Select Authenticator;
• Enter your password;
• Scan the QR code displayed on screen using the app on your mobile device;
• Once set up, you can use the code generated in the app for future logins and transactions.

What are the different Authenticator Apps available?
Examples include Google Authenticator, Microsoft Authenticator, and other compatible authenticator apps etc.

What are templates in Online Banking?
When transfers are initiated and approved, they are saved as templates. Templates allow you to make routine transfers quickly and easily.

Can I edit or delete a payment template?
Saved payment templates can be updated in the 'Payments and Transfers' section but cannot be deleted.

How many Templates can I have?
All your approved transfers will appear under Transfer Templates.

Do transactions made from a template still require authentication?
Saving payment details does not remove the need for OTP verification, and mandate validation will be applied where applicable.

Can I access my advice, SWIFT copy and track my payment on the upgraded Online Banking platform?
Yes, you can access your advice, SWIFT copy and GPI tracker immediately after your payment has been released on SWIFT via the "Transactions List"

Why is my transfer still showing as pending?
Some transactions may require additional approvals or internal processing, or may be affected by service hours and cut-off times.

Why was my transaction declined?
A transaction may be declined due to insufficient funds, incorrect details, a failed security check, or transaction limits being reached.

Can I have multiple preferred channels for notifications?
No, only one preferred notification channel can be set at a time. However, you have the option to change your channel at any time.

What can I do on Online Banking?
You can perform the following:

• Transfer funds:
  • To your own account(s)
  • To another account within AfrAsia Bank
  • To other local banks
  • To International banks
• View your active and dormant account(s) details and transaction history
• Download your statements
  • Set your default authentication method, (mPIN or biometrics), and enable, disable, or reset it as needed
  • Set Two-Factor Authentication for login, transaction and forgotten password recovery
  • Reset your login password
  • Show or hide account balances
  • Change your security questions
  • View your loan balances
  • View current and previous standing orders, create new standing orders, and cancel existing ones.
  • View your term deposits
  • Add new beneficiaries
  • View the current exchange rates

What are the main card features available on Online Banking?

• Instant credit card replenishment, available 24/7
• Card activation and deactivation
• PIN setup and PIN change
• Card activity management, including enabling or disabling specific transaction types
• Enhanced transaction details for card transactions carried out in a foreign currency, showing both the original transaction amount and the equivalent amount in the card's base currency

What are the key new features available on the Online Banking platform?

• IBAN validation for transfers
• Export of all account details, including balances and status, in a single document
• GPI Tracker for SWIFT transfers, allowing you to monitor the progress and status of your funds

Will the Bank ever ask me to share my password, mPIN, or OTP?
You should never disclose your username, password, account details, card details, PIN, OTP, or any other sensitive banking information to anyone.

What should I do if I receive a suspicious email or message?
Do not click on any links, do not reply, and do not share any personal or banking information. Please forward any suspicious emails to alert@afrasiabank.com, or call us on +230 208 5500 or +230 403 5500

What should I do if I notice unusual activity on my account?
Please report it immediately through the Bank's official support or fraud alert channels so that access to your account can be secured without delay.

Can I initiate a transfer on the previous Internet Banking platform, and approve same on the new platform?
No, if you initiate a transfer on the previous platform, you have to approve it on the same platform.

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. 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.

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.