Digital Channels Important Information

About Digital Channels

This notice applies to alternate channels used to make payments, transfers, and request information such as statements and others. The solutions are available through USSD (*632#), Agency Banking (*124#), Flex Online app & Web, Centenary Self-Onboarding and Cente Pay available for Android and iOS soon.

You can use our digital platforms to:

• View all your Centenary accounts and related services in one place – including your current account, savings account, investment accounts, and loans if you have them.
• Make normal as well as instant transfers and move money between your bank accounts.
• Make utility payments to ESCOM, LWB, NRWB, MASM, MRA, etc.
• Transfer money to mobile wallets for Airtel and TNM.
• Initiate new account opening procedure.
• View and download statements.

Who Can Use Our Digital Services?

You must be aged 16 or above and have a Centenary Bank Account. Users depositing through Agency Banking are not age-restricted.

We reserve the right to refuse to register you on any one or all of our digital offerings or limit how you use them.

The devices & browsers supported

The online banking supports the following web browsers: Chrome Version 77.0.3865.75 (or above), Firefox Quantum Version 69.0 (or above), and Microsoft Edge Version 42.17134.1.0 (or above).

At the moment, the app works on Android 6 or above and iOS 9.3 or later versions (we update these regularly). There are different features depending on your phone or tablet, operating system, or version of the app you have.

What does it cost?

To view our current charges for Digital Services please visit Digital Banking Charges

Your internet or network service provider may also charge you for using data on your smartphone or tablet.

How to enroll

You can enroll for Centenary Bank digital services by walking into any of our branches or by following the steps below:

Step 1: If you have a joint or business account, check with the other account holders that they’re happy for you to register for Flex Online, USSD, or Cente Pay.

Step 2: You will need to download the app to your phone or tablet. Search for ‘Cente Pay” or “Flex Online” in the Apple App Store or the Google Play Store. Please do not download it from anywhere else.

Step 3: Read and accept the Terms and Conditions. You cannot proceed if you do not accept the Terms and Conditions.

Step 4: Once you have downloaded the app, register and match your mobile number with your account details.

Terms and Conditions

1. Introduction

This section contains the conditions applicable to our Flex online, Cente Pay, and USSD services.

What do we mean by Flex Online, Cente Pay and USSD services?

Flex online services comprise a website and mobile apps that enable you to access, give instructions on, and operate additional functionality in relation to certain accounts you hold with us at Centenary Bank.

You can access our Internet Banking, Flex Online by logging on at our website Flex Online Website.

Flex Online and Cente Pay apps can also be found on the App Store and Google Play Store.

You can access our Agency Banking through various agents countrywide.

2. Flex Online and Cente Pay App Services

2.1 With Centenary Flex Online and Cente Pay, you can access information about your account, give us instructions, set up alerts, and use other functionalities that we make available from time to time.

2.2 We will provide or ask you to set security details to access the Centenary Online services. These could include a password, security questions, One Time Passwords (OTP), and memorable information. We may change these requirements at any time.

2.3 If you are a joint account holder, each person named on the account can enroll on our digital services. Each joint account holder will have separate security details to access and use the service.

3. Digital Services End User License Agreement

3.1 You will use digital services under license from us on the terms set out below. This license is non-transferable, non-assignable, and non-exclusive.

3.2 You are not permitted, and will not be able to download, install, or use any of our apps on a device that has been jailbroken, rooted, or which has had its security settings compromised in any other way. Jailbroken or rooted means the device has deliberately had its security settings changed, making it less secure and more vulnerable to fraudulent attacks. If we detect that your device has been jailbroken, rooted, or had its security settings compromised in any other way, we shall be entitled to prevent you from using any of our apps.

3.3 In using any of our apps, you must:

• Use the app only on a device that you own or control.
• Not sub-license, assign, or claim to exercise any rights in relation to the app.
• Not copy or reverse-engineer, amend, alter, or adapt any part of the app, and
• Accept the terms of this license without making any amendment to them.

3.4 The license commences when you first access our digital services and will continue until you stop using the services. If you stop using the services, you should delete the apps from your devices and/or clear your browser history. By using the services, you will be deemed to accept the terms of this license.

3.5 Any updates to the apps will be made available through the Apple App Store and Google Play Store. We will not be responsible for providing updates to you in any other way.

3.6 We are solely responsible for the apps and digital services. Should you wish to raise any complaint concerning the operation of the apps or services, you should contact us and not the relevant app store.

3.7 If a third party claims that our apps or digital services infringe their rights, you will give us any reasonable assistance we require to investigate and defend that claim. By using the service, you agree that you will not use the service in a manner that will infringe upon the rights of third parties and agree to keep us fully indemnified against and from any loss or damage that we may incur as a result of your infringement of the rights of third parties.

3.8 By using the apps and digital services, you confirm that you are not located in a country that is subject to any embargo by Malawi.

3.9 You understand that by using the mobile apps and services, the authorized app providers and their subsidiaries are third-party beneficiaries of the license and may enforce the license in this capacity.

4. Alerts & Notifications

4.1 By enrolling on any of our digital platforms, you will automatically have access to our alerts service. This is a text and email service that provides balances, One Time Passwords (OTP), and transaction alerts by email and/or to a Malawian registered phone.

4.2 If you are a joint account holder, each person named on the account can register for the alerts service. Each joint account holder will use the alerts service independently.

4.3 We will only send you each text or email once. If you delete a text or email, we cannot send it again.

4.4 You can cancel certain alerts at any time by writing to us. There are other mandatory alerts that cannot be disabled.

4.5 If we do not send an alert or if it is inaccurate, we will only be responsible for any charges you incur on your account which you could otherwise have avoided but we will not be responsible where it is due to reasons outside our reasonable control (for example your phone is out of coverage, is switched off, has been hacked or SIM card cloned or swapped or you have changed your number).

4.6 All balances in any alert will be correct as of the date and time stated in the text or email and are subject to possible readjustments. Any balance shown refers to the actual balance on your account and may include transactions that are still being processed and so may be subject to change. It may not include any overdraft that you have.

5. Access to our Digital Services

5.1 We may make operational changes to the way that the services are accessed at any time. We will notify you about such changes by either placing a message on our website, via your mobile device, or by text, email, or by post. Alternatively, we may publish a general notification in one or more of the daily papers in Malawi.

5.2 You are responsible for maintaining your computer or mobile device, ensuring that it is compatible with the particular service and for downloading the latest version of any of our apps.

5.3 Occasionally, we may need to carry out maintenance that could limit the availability of the services. We will not be liable for any loss or damage howsoever caused that you may incur or suffer as a result of the service being unavailable due to such maintenance or lack of maintenance.

5.4 We shall use reasonable endeavors to keep the services free from viruses and corrupt files but cannot guarantee this. You should ensure that you have appropriate anti-virus software installed on any computer or mobile device that you use to access the services. We shall not be liable for any loss or damage you suffer if your device is infected by a virus or corrupt file unless such loss or damage is the direct result of our negligence or deliberate default.

6. One Time Passwords (OTP)

6.1 To login to your account, make payments, and access many aspects of the services you will need to register your mobile phone number to receive one-time passwords that we will send to your phone and sometimes, to your email. You will need to input this code to verify and complete certain transactions. We will only send you a passcode when you have acted to access a service.

6.2 In certain circumstances, when you add or seek to make a payment to a new payee using our digital services, you will be asked to input a one-time password as part of the process. Once a new payee is verified with a one-time password, future payments to that payee may be made without entering another one-time passcode. If you do not intend to make any future payments we recommend you delete this payee after payment or use the ad-hoc payee function.

6.3 You must take all reasonable precautions to prevent anyone else from accessing the passwords and must never disclose them to anyone, even if they claim to be our employees or agents or the police. We will never ask you to disclose your OTP.

6.4 You must tell us as soon as possible if you change your phone number, or if your phone is lost or stolen. We will send a text to confirm this. If you receive a text confirming a change and you have not asked to change your number, please contact us immediately.

7. Security

7.1 You must take reasonable security precautions to keep your account safe when using our digital services including:

• Not choosing a PIN or other security details which may be easy to guess, such as your date of birth;
• Memorizing security details or writing them down only in a way that cannot be understood by others (you should not store them on your device);
• Only providing security details to us when asked through the website or the app (we will ask for details if you call us but will never ask for them over email);
• Only responding to an email if you are confident it came from us (we will address emails to you personally and quote the last four digits of your account number to identify ourselves);
• Only accessing our Flex Online service via our website or app (you should never go to our online banking service from a link in an email and enter your security details);
• Ensuring any information shown or stored on your device is kept secure, that the device is locked when you are not using it, and that you log out when exiting the service;
• Protecting your device with up-to-date anti-virus and firewall software; and
• Not accessing your account from a device using public Wi-Fi.

7.2 Our digital services may use your location data or information about your device to prevent and detect fraud. For example, we may check if you are in the country where your payments are being made in instances where we suspect fraud on your account. We will not use this information for any other purpose.

7.3 Further details on keeping your accounts safe can be found on our website and at www.getsafeonline.org. You must follow any other guidance we give you about keeping your security details and mobile device or computer secure.

7.4 If you receive a suspicious email please do not open it or click on any links contained within it, instead report this immediately by forwarding the email to phishing@centenarybank.co.mw.

7.5 You must contact us immediately in accordance with your account terms if you believe someone else knows your security details or thinks they have been misused.

8.6 If you do not follow these procedures, we may withdraw or suspend your ability to access our digital services until we are satisfied that your account is secure.

7.7 For security reasons we may de-activate your security details if you have not used them to access any of the services for any twelve months. We will send you a reminder at least two months before any de-activation date.

8. Using the Services Abroad

8.1 Our digital services use a high level of encryption, which may be illegal in some countries outside of Malawi. You should not access the services from countries where this is not permitted by local law. We shall not be liable for any loss, damage, or other outcome suffered by you as a result of you breaking any local law by using the services from outside Malawi.

9. Termination and suspension of services

9.1 This Agreement does not have a fixed duration so will continue until either you or we end it.

9.2 You can cancel your digital services at any time by visiting any of our branches where you will be asked to sign a cancellation form. We do not accept cancellations by phone calls.

9.3 If you cancel any particular digital service, you will not be able 9.4 You can also terminate your use of our apps at any time by deleting the apps from your devices.

9.5 We may terminate your use of any of our digital services at any time by giving you a written notice (including email or text alerts). We are not obliged to provide you with reasons for the cancellation.

9.6 We may also terminate or suspend your use of our digital services (with or without notice) if we terminate or suspend your use of your accounts in accordance with the account terms.

10. Changes to these conditions

10.1 We can change any of these terms and conditions, including introducing or changing charges, provided we give you at least two months' notice in advance of the change.

10.2 We can give you notice on the login page of our website, via the mobile app, by post, email, text, or by any other means. You should check our website regularly for such messages.

10.3 The new terms will apply automatically at the end of the notice period, but if you do not want to agree to the change, you can stop using the Centenary Flex Online services without paying any extra charges or interest, at any time until the change takes effect. If you continue using Flex Online services after this, we will assume you've accepted the change.

10.4 We may also make changes to Flex Online services from time to time that we ask you to agree to through the website or app, for example, software updates or improvements in functionality.

11. General

11.1 This Agreement is personal to you and you cannot transfer or assign your rights or obligations to anyone else. We may transfer our rights and obligations at any time and without notice to you.

11.2 If any term of this agreement is found to be unenforceable, this will not affect the validity of any of the terms under this Agreement.

11.3 The law applicable to these conditions and the courts having jurisdiction in the event of any dispute shall be as set out in your account terms.

11.4 All the information we give you and all communications from us will be in English. We will only accept communications and instructions from you in English.

12. Disclaimer and Limitation of Liability

Although we have taken care to ensure that the content on this site or app is accurate and that you suffer no loss or damage as a result of your use of this site or app, this site or app and the online services are provided on "as is" basis and without any warranty whatsoever.

The use of this site or app is entirely at your own risk. You assume full responsibility for the risk or loss resulting from your use of this site or application and your reliance on the material and information contained in it.

We and our affiliates, shareholders, agents, consultants, or employees are not liable for any damages whatsoever relating to your use of this site or application or the information contained on this site or application or your inability to use this site or application. This includes, without limitation, any direct, indirect, special, incidental, consequential, or punitive damages, whether arising out of contract, statute, delict, or otherwise and regardless of whether we were expressly advised of the possibility of such loss or damage.

Without derogating from the generality of the above, we will not be liable for:

• Any interruption, malfunction, downtime, or other failure of the site or application, our system, databases, or any of its components, for whatever reason;
• Any loss or damage arising from your orders, investment decisions, purchases, or disposal of goods and services, including financial instrument(s) or currency, from third parties, based on the information provided on this site or application;
• Any loss or damage with regard to customer data or other data directly or indirectly caused by the malfunction of our system, third-party systems, power failures, unlawful access to or theft of data, computer viruses or destructive code on our system or third-party systems; programming defects; negligence on our part or caused by the year 2000 computer problem;
• Any interruption, malfunction, downtime, or other failure of goods or services provided by third parties, including, without limitation, third-party systems such as the public switched telecommunication service providers, internet service providers, electricity suppliers, local authorities, and certification authorities;

These terms and conditions may be updated from time to time, and you’ll always be able to find the most recent version on our website.

Last update: Sept 2023