Windhoek,Oct.7 — Since the launch of Bank Windhoek’s new Mobile App in 2021, the number of active users has grown by more than 900%, underscoring customers’ decisive shift towards secure, convenient and accessible ways to bank.
This momentum continued during the 2025-2026 Financial Year (FY), with strong gains across the Bank’s Mobile App, Cash-Accepting ATMs, self-service devices and online service channels, supported by sustained investment in digital capabilities and customer support.
The proportion of active Mobile App users increased from 24% in FY25 to 28% in FY26, reinforcing the sustained shift in how customers engage with the Bank. The Mobile App is becoming the pivotal digital channel and represents the larger portion of Bank Windhoek’s digitally active clients, which represent 44% of the Bank’s client base.
Customers are also increasingly completing routine requests without visiting a branch. In FY26, 72% of statement
requests were made through digital channels, up from 48% in FY25. Digital requests for bank confirmation letters rose from 48% to 54%, while 98% of card limit changes were completed digitally.
Convenience has been strengthened through features that allow customers to update their personal information and enrol for Facial Recognition on the Mobile App.
Verifiable digital stamps and a separate secure document verification website for electronically requested statements and bank confirmation letters further reduce the need for customers to visit a branch
for frequently required documents.
“These results show that customers are embracing digital banking when it delivers clear value: greater convenience, stronger security and more control over everyday banking.
Our focus is not digitalisation for its own sake, but practical solutions that make banking simpler and more accessible while ensuring that customers continue to receive guidance and support,” said Bank Windhoek’s Executive Officer of Digital, Data and Customer Transformation, Ryan Geyser.
Customer use of cash-accepting ATMs also increased markedly. These machines processed 64% of all cash deposits in FY26, compared with 54% in FY25, while transactions completed on inbranch Self-Service Banking devices grew by 35%.
Bank Windhoek has steadily expanded the infrastructure supporting this shift. By the end of FY26, its network comprised 93 Cash-Accepting ATMs and 50 Self-Service Banking devices. Between 2024 and 2026, the Bank rolled out 50 CashAccepting ATMs and 37 Self-Service Banking devices, broadening access to convenient banking services.
Business customers are participating in the digital shift as well with the introduction of the new iBank and Mobile App for Business: monthly transactions on these digital channels have increased by 263% in the seven months from March 2026, signalling growing demand for efficient digital banking solutions among businesses.
No fraud cases have been reported among customers enrolled for Facial Recognition since the feature was introduced. Facial Recognition enrolment increased from 15% of individual customers in FY25 to 25% in FY26, while enrolment via the Mobile App, introduced in June 2026,has made access to the security feature more convenient.
“This progress reflects a broader fiveyear trend towards digital transactions, supported by continuous improvements to Bank Windhoek’s channels and employee guidance that helps customers use them confidently,” said Geyser.
Looking ahead, Geyser said Bank Windhoek will continue enhancing the customer experience and encouraging wider adoption of secure digital solutions. “We remain committed to combining innovation with personal support, giving customers greater choice in how and where they bank.”
