Do you have a complaint or enquiry?

If you have a complaint, please tell us so we can resolve the problem. We will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction.

Common Complaints – FAQs

We have compiled a list of frequently asked questions which offer answers and solutions to our most frequently received complaints and enquiries.

This is when your cash was not dispensed at the ATM or card transaction was declined/failed on a POS/WEB and there is no reversal after 24hours.

Internet Banking

  • Log on to internet banking with your User ID and Password
  • Click “Cards”
  • Click “Dispense Error”
  • Select the account and the channel on which transaction occurred.
  • Complete the displayed form with details of unsuccessful transaction
  • Provide answer to your secret question
  • Click “Continue”
  • Click “Submit”

ATM

  • Insert your card in a GTBank ATM
  • Select dispense error option on the ATM
  • Select the account type (current/savings)
  • Details of your last 5 transactions will be displayed
  • Enter the STAN (6 digit) of the transaction
  • Click on proceed.

Timelines:

  • For Local ATM dispense errors that occurred on GTBank terminal, funds are reversed within 24 hours
  • For Local ATM dispense errors that occurred on other bank’s terminal, funds are reversed between 5-8 days
  • International dispense errors are resolved in 45 days

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.

You can hotlist (deactivate) your debit card by dialing *737*51*10# from your registered mobile number

Internet Banking

  • Log on to internet banking with your User ID and Password
  • Click “Cards”
  • Click "Card Hotlist"
  • Select “Card Number” and “Request Reason”
  • Input secret question
  • Click "Continue" and Input token generated code
  • Click Submit
  • A pop up screen confirming the deactivation of your Naira Mastercard will be displayed.

ATM Option

  • Press any Key on the ATM to perform cardless transaction
  • Select "Cardless Hotlist"
  • Enter phone number
  • Supply the last four digits of the card to be deactivated/blocked/hotlisted
  • The card is deactivated/blocked/hotlisted successfully

Please note that once your Tanzanian Shillings (TZS) Mastercard is deactivated, you will be unable to unblock it and/or use it for any form of transaction.

Alternatively, you can call our customer service or visit a branch to complete the appropriate form.

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).

Phone number update can be done on the ATM.

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