Frequently Asked Questions

About Branch

Branch makes it easy for people in Kenya to access a loan, anytime, anywhere. Complete our application in seconds and receive your loan straight into your mobile money account. Branch is like a bank in your pocket, there for you at all times. Visit our website to learn more.
Branch has offices in Nairobi, Kenya; Lagos, Nigeria; and San Francisco, United States.
At the moment, Branch operates in Kenya, Tanzania, and Nigeria.
Yes! From your phone’s settings, choose “Language and Input”, then change the language to Kiswahili. You can also write to Branch Customer Care in Swahili, and we will respond in the same.
You can follow this link and click Update. Or you can go to Google Play, search for “Branch International” then click “Update”.
At the moment, we do not provide customer support by phone number or in person. Please send us a message via the app any time, and we will help you resolve whatever issue you may have.

My Account

You may see this error message if Branch is unable to detect the required SIM in your phone. Kindly remove all other SIMs from your phone and leave only the Safaricom SIM you want to use and then log back into Branch. You should be in a position to add your number and proceed to validate it.
At Branch, we conform to the highest standards of data integrity. This means that you cannot change information that was previously used to process a successful loan application. We apologize for any inconveniences caused.

Eligibility Criteria

Requirements are simple - all you need to apply is your Facebook account, identification details, and the proper financial account. We will also request access to the data on your phone in order determine your eligibility.
Branch uses data from your phone, including your handset details, Facebook data and transaction messages to make lending decisions. We combine this with your Branch repayment history to determine the loan offers you receive.
We aim to process all loans within 24 hours. On average we process loans in less than 3 hours and hope to reduce that to a few minutes.
Branch uses Facebook as a supplementary tool to confirm your identity. We plan to provide additional login options in the future.

Security and Privacy

We use world-class data security and encryption techniques to protect the data you share with us. Branch never shares your information with third parties unless it is for dedicated business purposes, such as reporting defaulted loans to authorized credit bureaus. We do not sell your data or credit profile.
Branch uses data from your phone, including handset details, SMS logs, call logs, and contact lists to make a lending decision. This data is a crucial part of our decision making process, and allows us to provide seamless and efficient financial services.
In your Android Phone, kindly go to Settings > Apps > Branch > Permissions and make sure that you have enabled Branch to access everything requested.