FAQ

Mobile Banking Services 


What is Masarat and its activity?

Masarat for Information Technology and Financial Services Co. is a local company that provides mobile banking services and its customers include: National Commercial Bank – North African Bank – Al-Wahda Bank – and Al-Jumhouria Bank.

What is mobile banking service?

It’s a service that connects the bank account to the customer though mobile phone, so that every financial action in their account (deposit – add – draw – discount), reaches them… which makes it most secure and easy to follow-up.

What is MobiMal service?

It’s a National Commercial Bank service that with it the bank client would be able to follow up on his/her account, and have an idea about everything that happens in it, through their mobile phone.

What is Masrafi’s service?

It’s a Jumhouria’s Bank service that with it the bank client would be able to follow up on his/her account, and have an idea about everything that happens in it, through their mobile phone.

What is Al wahda mobile service?

It’s an Al-Wahda Bank service that with it the bank client would be able to follow up on his/her account, and have an idea about everything that happens in it, through their mobile phone.

How can you subscribe for Mobile Banking?

You are able to by subscribing from the branch of your bank to connect your phone number to your account.

Subscription terms are:

  1. Proof of identity.
  2. Account Number.
  3. Phone number, Libyana or Al-Madar Al-Jadeed.
  4. Signature match.
How can you benefit from the services?

You are able to by subscribing from the branch of your bank to connect your phone number to your account.

How can I promote my subscription in the 16016 service?

You need to visit your bank branch and fill in the promotion application.

What are the necessary procedures to purchasing prepaid cards while also having subscribed for the 16016 service?

If you have subscribed for “Motamayez” service, you may enjoy using the service directly. Or else, you will need to head to your bank branch and promote your subscription.

What are the banks that provide SMS Banking Service?

The service is available at Al-Wahda Bank, Al-Jumhouria Bank, North Africa Bank, and International Commercial Bank.

I’m sending an SMS and the system replies that the password is incorrect, what should I do?

Please contact customer service at 0900300900 and they will solve your problem.

How to inactivate the SMS Baking Service?

It is stopped by contacting the customer service to stop the service; however, the cancelation process is done through the bank and requesting a cancellation.

How to inactivate the SMS Baking Service?

It is stopped by contacting the customer service to stop the service; however, the cancelation process is done through the bank and requesting a cancellation.

What is the code number?

Code number is specifically used for inquiries or orders by the subscriber about his bank account, using the code*request number.

Can I subscribe using the same number at any bank or at any other branch?

Yes, you may subscribe at more than just one branch and bank, using the same number.

Is it possible to change the phone number?

Yes, it is. And you can do that by paying a visit for the branch of your bank.

How long does it take for a welcome message to reach the subscriber?

The message of access to the subscriber takes only a maximum of 2 days, in case the input system is functioning properly.

Can I subscribe with more than one phone number for the same account number?

You cannot subscribe with  more than one phone number for the same account number.

Can I send a message from a phone number other than the one I subscribed with?

No, you must send the inquiry or request letter from the same phone number that you have subscribed with.

What is the reason for the failed message when sending a query or service request?

Sending failures may be for the following reasons:

The service number is registered in the list of names, the service number 16016 should not be registered in the telephone list.

There is insufficient balance on the telephone of the enquirer to send the request message.

Ensure that service number 16016 does not have a block or block list.

 The message centre in your phone can be reset.

When you send a query to service number 16016 and received the following message: ||To subscribe to the service, we hope you can visit your bank branch||

This may be because you sent the message from another phone number that is not subscribed to the service, the device you are currently using is a 2-digit device and you have used the wrong SIM to inquire about the, or your subscription data is not entered correctly in the system. To verify that you have subscribed to the service, send a text message with number 1 and send it to service number 16016.

Why does the salary message arrive delayed?

The delay in receiving the salary message may occur for the following reasons:

  1. Delays in the delivering the salaries to the banks.
  2. The occurrence of a central failure in the banking system, and these are rare and exceptional cases.
  3. A slight delay may occur in the network operators (Libyana, Al-Madar).
  4. Your phone may be out of reach the moment the message is sent.
If my phone is lost, can I stop the service?

You can stop the service by calling the customer service office, or you can apply to change the service to another phone number.

How do I know my password, if I’ve lost it?

Check with your bank branch to provide you with your password.

How to know if i am subscribed to the service?

You will receive a message confirming your subscription to the service with your first name and branch name. If you are subscribed to more than one bank branch with the same phone number, the message will contain all details of your subscription to each branch.

If you receive a message stating that you are subscribed to your first name and branch name, you are subscribed to 16016

If you receive a message stating that you are not subscribed to the customer service phones, visit the bank branch.

If you receive a message stating that you are a subscriber, but on behalf of another person or another branch, you must contact customer service phones or visit the bank branch.

Customer Service 0900300900

Top up Top up vouchers 


What are the banks that have cards purchasing service?

The purchase of cards is available at: National Commercial Bank – North Africa Bank – Al Wahda Bank – Al-Jumhouria Bank

When ordering a Top up vouchers, the system cancels the process, why?

If this happens, please contact us by calling our customer service on 0900300900

When ordering a Top up vouchers, I didn’t receive the voucher number?

If this the value is inducted from your account, please contact us by calling our customer service on 0900300900

Mobile Apps


What kind of phones support the banking applications?

Phones that support the app run on IOS and Android.

Which banks offers the banking applications?

International Commercial Bank, North Africa Bank, Jumhouria Bank, Al-Wahda Bank

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