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Verified 13 September 2026

How to reach I&M Bank Kenya

By Arnold Ochieng · I&M Bank Kenya hub · paybillke is an independent guide and is not affiliated with I&M Bank Kenya.

The number to call is +254 20 322 1000. I&M runs a combined branch, ATM and CDM locator at imbankgroup.com/ke/atms-branches/atm-locator.

CDMs are worth finding

A CDM is a cash deposit machine, and I&M includes them in the same locator as branches and ATMs. If you deposit cash regularly, a CDM near you is worth locating once and remembering: it takes deposits outside banking hours and without a queue. Most people only discover the nearest one after years of standing in line.

If you are calling about a missing payment

Two steps, in this order.

First, check I&M's own Verify M-Pesa Payment tool. It is faster than a phone queue and often answers the question outright.

Then, if it genuinely has not arrived, call +254 20 322 1000 with the M-PESA transaction code, the amount, and the account number you sent to. That is what lets them trace it. Do not send a second payment until the first is traced, and check the account field on your SMS was the full 14 digits, which is the commonest cause. See the deposit page.

What still needs a branch

  • Registering for mobile banking USSD or OTG, if it was not set up at account opening.
  • Anything needing your physical signature or original documents.
  • Disputes and account changes that need identity verification in person.

Balances, statements, transfers, M-PESA both ways, bill payments and cheque book requests all work from *458# or OTG, and most of them are free.

Reporting fraud

I&M runs a fraud awareness and information security page, and a separate whistle-blowing channel for reporting wrongdoing. If you think you have been phished, speed matters more than certainty: call +254 20 322 1000 first and work out what happened afterwards.

Social accounts, and impostors

I&M is @imbankke on X, Facebook, LinkedIn, Instagram and YouTube. Fake support accounts imitating Kenyan banks reply to public complaints within minutes and move you to a direct message. No real bank asks for a PIN, an OTP or a full card number in a DM. If a conversation heads that way, stop and call the bank yourself.

I&M beyond Kenya

I&M Group operates in Kenya, Tanzania, Rwanda, Uganda and Mauritius. If you are moving between those markets, ask what that means for holding accounts in more than one, because a group relationship is sometimes worth more than the individual products suggest.

About this guide

Independent guide. paybillke is not I&M Bank and has no commercial relationship with it. Paybill, USSD and charge details were checked against I&M's own site and live tariff on 13 September 2026. Bank tariffs change, so confirm anything you are about to act on with I&M on +254 20 322 1000 or on the I&M tariff page.
I&M Bank Kenya contacts
WhatDetail
Contact centre+254 20 322 1000
Branch, ATM and CDM locatorimbankgroup.com/ke/atms-branches/atm-locator
Verify an M-PESA paymentdigital.imbank.com/payment-validation/landing
OTG Personaldigital.imbank.com/inm-retail/login
OTG Businessdigital.imbank.com/inm-corporate/login
Mobile banking*458#
Tariff and interest ratesimbankgroup.com/ke/tariff and /interest-rates
Socials@imbankke

Frequently asked

What is I&M Bank's customer care number?

+254 20 322 1000.

How do I find an I&M branch or ATM?

Use the locator at imbankgroup.com/ke/atms-branches/atm-locator, which also covers cash deposit machines.

My M-PESA payment to I&M has not arrived. What do I do?

Check the Verify M-Pesa Payment tool first, then call +254 20 322 1000 with the transaction code. Check you used the full 14-digit account number.

What is a CDM?

A cash deposit machine. I&M lists them in the same locator as branches and ATMs, and they take deposits outside banking hours.

Which countries does I&M operate in?

Kenya, Tanzania, Rwanda, Uganda and Mauritius.