Complaints & Enquiries

Please follow the steps below:

• Download the application from your application store (Google Playstore/Apple Store)
• Install application on your device and click on ‘sign up’ on the landing page of the application.
• You will be required to enter your account number, debit card PIN (4 digit PIN used for ATM withdrawals / Online payments) and OTP sent to your registered email, you can also generate OTP from your hardware token or dial *150*97# to generate a soft token then click continue.
• You will receive a confirmation that your login details have been sent to your registered email address.
• The login details (user ID and password) should be entered to access the GTWorld/Mobile banking application.

This can be sent to your registered email address.

On Internet Banking

• Log on to your Internet banking profile
• Click on Account Statement
• Use the drop down button on “Select Account” field to choose the account you intend to generate the report.
• Use the drop down button on “Period” field to select the desired period
• Click on ‘Go’
• Once the report is generated, use the drop down button on “Export Format” to select a format.
• Click "Export Statement".

Alternatively, you may visit a branch to request for a copy of your statement.

Updates on Email, mobile number, address, date of birth and name can be done on the internet banking platform or at the branch (relevant documents will be required to be uploaded on the internet banking platform).

Visit any GTBank branch near you.

Your Tanzanian Shillings (TZS) or Dollar Card may be declined for the following reasons:

• Card was not activated
• Insufficient funds in your dollar account: Be sure to transfer funds from your domiciliary account onto your card account, if necessary.
• Use of wrong PIN 3 consecutive times in a day
• Exceeding daily ATM withdrawal limit
• Card is used on a magnetic striped terminal
• Providing a wrong billing address different from address indicated on the card application form

• Conduct transactions on your bank account regularly.
• Always take advantage of our products and services for your transactions. You don’t have to visit the banking hall as our alternative e-channels like *150*97#, GTWorld Mobile App and Internet Banking are easy to use, secure and available 24/7.
• Keep your address and contact information updated on your bank accounts so as not to miss out on important notifications.

Individual Account Holders

• A duly filled Individual account update form
• Valid means of identification (International passport, Driver’s license, Voter’s Card or National ID card)

Kindly submit completed documents at our branch

Corporate Account Holders

Sole Proprietorship

• A duly filled corporate account update form signed by authorized account signatory.

• Valid means of identification (International passport, Driver’s license, Voter’s Card or National ID card) of authorized signatory Limited Liability Companies

• A duly filled corporate account update form signed by authorized account signatories.

• Valid means of identification (International passport, Driver’s license, Voter’s Card or National ID card) of authorized signatories

Kindly submit completed documents at our branch

Non Residents

• A duly completed and signed individual account update form

• Valid international passport

• Valid Residence permit

An account is inactive when there has been no customer or depositor initiated transaction for a period of three months.

A dormant account is an account that has had no customer or depositor initiated transaction for a period of five months.

No, standing instructions on account is a valid transaction; accounts will not go dormant

No. Our Bank does not charge for reactivation of dormant accounts

For a hardware token, please visit our branch located at Plot 4, Regent Estate, Victoria, Kinondoni, Dar es salaam.

• Dial *150*97#

• Enter your PIN to login

• Choose Option 7, OTP

• Select Option 1 to confirm

• Token code will be sent to your registered mobile number

• Log in to Internet Banking.
• On left hand side navigation bar, click “Customer Feedback”
• Fill your complaint details as per the fields and submit.

• For first time users or account opens, log in credentials are sent instantly to customer provided email. These credietials expire after 24 hours.
• Upon failure to log-in within 24 hours or forgetting credentials, one is to submit a fully filled Online Banking Form to customercaretz@gtbank.com to request new credentials.

• To block a debit card, an account owner or signatory is to communicate their request through an account officer, a registered email, or physically at branch.

• Log in to Internet Banking.
• On left hand side navigation bar, click “Self Service” then click “Customer Information Update”.
• Click “New Update”
• Fill your update request details as per the fields, answer your secret question, and continue.

How to change card PIN via ATM

• Insert your card in the ATM and enter your current PIN
• Choose “PIN Change” and enter your new PIN
• Re-Enter your new PIN
• Operation is complete. Your PIN is now changed.

• 3%p. for TZS saving deposits