Wakeel FAQs

What is OTP/One Time Password?

OTP or One-Time Password is a system generated unique 6 digit number which the customer can generate from his/her mobile banking and use at any Wakeel Agent for Cash Withdrawal.

 

What is the validity of OTP/One Time Password?

OTP or One-Time Password is valid only once and should be used within 60 minutes of generation.

 

How can I know my 16-Digit Account Number for a Cash Deposit?

  • On mBOK you can check balance inquiry or or account statement menu to know your 16-digit Account number
  • Or you may call 1913 for assistance.

 

What if I did not get OTP SMS?

OTP is prompted on the mBOK screen as well and sent on the SMS once generated.

 

What is the right procedure for cash deposit through Wakeel service?

  • Go to the nearest agent.
  • Provide agent your 16-Digit account number and cash.
  • Wait for SMS confirmation/call call center to confirm the operation.

 

How secure is the Agency/Agent?

  • All agents are registered with BOK, you can check Wakeel Agent location on website for agent name and confirmation before you do any transaction.
  • In addition mBOK application is completely safe – it is as per bank of Khartoum security encryption and policy.

 

What if my OTP get expired?

In case OTP is expired, you can generate another OTP for the transaction.

 

What to do if a Wakeel Agent denies serving?

Please call helpline 1913 to lodge a complaint.

 

Do i need to provide the same mobile number on Cash Withdrawal as my registered number for my account?

It’s optional; you can use any mobile number. This number will be used and needs to be provided at the Wakeel agent location to be able to complete the transaction.

 

I don’t have Cash Withdrawal option on the menu?

Please download the latest version of mBOK from our website or android store.

 

What is the daily transaction limit?

As per CBOS approved limits – customers can do a maximum of SDG 1,000 deposit or withdrawal. There is no transaction count limit.

 

What is the deposit or withdrawal fee?

During the introductory offer there is NO FEE for the customers.

 

Is Wakeel services going to cover all areas in Sudan?

Yes it will cover all Sudan, for now it is available at locations updated on the website.