Frequently Asked Questions
Mobile application
On what devices can I install the Jýsan mobile application?
You can install the Jýsan mobile application on any smartphone with IOS OS, version 10.0.0 or higher, and Android OS, version 5.0.0 or higher.
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My phone has been stolen. How to block the Jýsan mobile application?
If your phone is stolen, please contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) and have your My Account frozen for the Jýsan mobile application.
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How to be registered in the Jýsan mobile application?

To be registered in the Jýsan mobile application, you are required to:

- Go to the "My Bank" Section and press the "Log In" Button;

- Press "Register" Button in the popped-up window; 

- Enter your current mobile phone number and IIN; 

- Pass the biometric verification/ identification;

- Confirm the log-in with an SMS code received to the specified mobile phone number;

- Invent a password access the Jýsan mobile application.

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I am not a client of the Bank. May I use the Jýsan mobile application?

If you are not a client of the Bank, you can still register in the Jýsan mobile application. You will have an access only to the informative segment of the Jýsan application. To use the Bank's services through the Jýsan mobile application, you are required to order a card. A card can be ordered from the "News Feed" Section by pressing the "New Account or Product" Button.

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Why is the PIN-code of the card requested during the registration process in the Jýsan mobile application?

The entering of the card's PIN-code is another safety measure to identify the client and to associate the card with the Jýsan mobile application. The PIN-code data are not stored in the Jýsan mobile application.

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How to enter My Account in the Jýsan mobile application?
To enter your My Account on the Jýsan mobile application, you should press the "Log In" Button in the "My Bank" Section, enter your phone number and passport to access the application. If you have already entered the mobile application and installed a quick access code, Face ID or Touch ID, then to enter it again it would be sufficient to enter the 4-digit code, put your finger or scan your face.
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What should I do, if I forgot the password required to access the Jýsan mobile application?

To restore the password to access the Jýsan mobile application, you are required to:

- Go to the "My Bank" Section and press the "Log In" Button;

- Enter your current registered mobile phone number in the popped-up window;

- Press "Restore the password" and enter your IIN;

- Pass the biometric identification in the popped-up "Identification" box. For this purpose, you are required to press the "Start /Pass the Identification" Button;

- Make a selfie video for the identity authentication purposes;

- Confirm the log-in with an SMS-code received to the specified mobile phone number;

- Invent a new password to access the mobile application. 

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What is biometric identification?
Biometric identification is a procedure designed to identify the client with the view of the unambiguous verification of his/her rights to receive electronic banking services based on his/her physiological and biological properties.
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What data security features are available when using the Jýsan mobile application?
To log in into the Jýsan mobile application, the client must enter his/her username and password; in addition, at the client's discretion, it is also possible to set up a quick access code or touch login. All the financial transactions conducted in the mobile application, which are worth over 5,000 Tenge, shall be verified by the run-time client identification procedure, one-time code that is to be received in an SMS to the client's mobile phone number (in addition, for ease of use of the mobile application, dynamic code auto expand is available).
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How to change the phone number registered in the Jýsan mobile application?

To change the mobile phone number required to access the Jýsan mobile application, you should:
- Access the "My Bank" Section and press the "Log In" Button";
- Enter your mobile phone number you would like to associate with the account, in the pop-up box;
- Press the "Register" Button and enter your IIN;

- Pass the biometric identification in the popped-up "Identification" box. For this purpose, you are required to press the "Start /Pass the Identification" Button;

- Make a selfie video for the identity authentication purposes;

- Confirm the log-in with an SMS-code received to the specified mobile phone number;

- Invent a new password to access the mobile application.

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How to change the password required to access the Jýsan mobile application?

To change the password required to access the Jýsan mobile application, you should:
- log in into the mobile application;
- Go to the "My Account" Section;
- Press "Change the Access Password" and follow the instruction.

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How to change the quick access code in the Jýsan mobile application?

To change the quick access code to access the Jýsan mobile application, you are required to:
- log in into the mobile application;
- Go to the "My Account" Section;
- Press "Change the Quick Access Code" and follow the instruction.

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Is it possible to change the language of the Jýsan application?

To change the language of the Jýsan mobile application, you are required to:
- Go to the "My Account" Section;
- Press the "Application Language" and choose one of the 3 available languages.

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How to activate/deactivate the Push notifications in the Jýsan mobile application?

To activate/deactivate the Push notifications in the Jýsan mobile application, you should:
- log in into the mobile application;
- Go to the "My Account" Section;
- Change the switch's position in the "Notifications/Push-notifications" Line.

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What Push-notifications can be received through the Jýsan mobile application?
The pop-up Push-notifications are displayed in the Jýsan mobile application when:
- Money is credited to the account;
- Money is withdrawn from the account due to purchases, payments, money transfers;
- Errors are made in the course of a transaction with the account: exceeded limit, insufficient balance, frozen card, etc.
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What should be done, if no Push-notifications are received to the Jýsan mobile application?
If you receive no Push-notifications through the Jýsan mobile application, please check if:
- your device is connected to the Internet, as no notifications will be received without the Internet;
- the Push-notification feature is activated in the mobile application. It is possible to check the mobile application settings;
- If receipt of Push-notifications is allowed by your device's settings from the Jýsan mobile application;
- If all the parameters are set up properly, please contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) or at email address info@jysanbank.kz with a request to the Bank's Technical Support.
* The SMS-codes required for registration, confirmation of a payment or money transfer, 20-digit account number and the last 4 digits of the card will be notified in the form of a standard SMS.
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How to change the city in the Jýsan mobile application?

To change the city in the Jýsan mobile application, you are required to:

- Log in into the mobile application;

- Go to the "News Feed" Section;

- Press "Card" Button;

- Press the "Location" Icon in the upper right corner;

- Choose the required city from the displayed list.

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Is it possible to be registered in the Jýsan mobile application, if the card is frozen or has expired?

Yes, you can register in the Jýsan mobile application, if your card is frozen or expired. You will have an access only to the informative segment of the Jýsan application. To use the Bank's services through the Jýsan mobile application, you are required to order a card. A card can be ordered from the "News Feed" Section by pressing the "New Account or Product" Button.

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What can be done using the Jýsan mobile application?
With the help of the Jýsan mobile application, you can:
- view the data of your cards, deposits, loans, and current accounts;
- review a statement of account for any period;
- make money transfers, whether between your own accounts or to cards issued by other banks within Kazakhstan;
- pay a monthly installment on a loan;
- replenish a deposit;
- pay for services, public utilities, penalties, taxes, top up the balance of a mobile phone, etc.;
- establish limits for the cards;
- freeze a card or unfreeze a temporary frozen one;
- receive /change the card's PIN-code;
- order a card from the Bank;
- open an online deposit;
- view the latest news and events of the Bank;
- receive the information of the Bank's products;
- purchase railway and air tickets, make a hotel reservation from the "Travel" Section;
- view the exchange rates;
- make purchases from the JMart online marketplace";
- find the closest branch or ATM of the Bank;
- use financial services rendered by "Jýsan Invest" broker.
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What kind of a password is preferred to access the Jýsan mobile application?
The password to access the Jýsan mobile application must contain Latin upper and lower case letters, as well as figures and symbols. Your password shall be 6 to 15 symbols long.
For safety considerations, do not use the following elements in your password:
- Personal data: name, surname, date of birth, phone number, or PIN-code of a card;
- Sequences of alphabetic symbols, figures on the keyboard, or repeated symbols, such as: Qwerty123, Abcdefg123, Aaa777, etc.
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I cannot log in into the Jýsan mobile application. What should I do?

If you cannot log in into the Jýsan mobile application:
- Check if the data have been entered properly: mobile phone number, password.
- If you forgot the password, please press the "Restore the Password" Button after you enter your mobile phone number and proceed further.
- If in the course of the password restoration procedure, the mobile application does not allow you to go to the next step, try to enter the data again and check if they are entered properly.
- If the problem is different or if you have exceeded the number of unsuccessful attempts to enter the card number, authorization code or PIN-code, please contact the Call Center of Jýsan Bank at 7711 (toll free from mobile numbers).

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What should I do, if I forgot the quick access code required to access the Jýsan mobile application?
If you forgot your quick access code for the Jýsan mobile application, you may close the code entry box by pressing the "Back" Button in the upper left corner and log in into the mobile application using the phone number and password. Once you logged in into the mobile application, you can change the quick access code in the settings.
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Should I enter the password each time to log in into the Jýsan mobile application?
After the first authorization in the Jýsan mobile application you will be able to log in with a 4-digit quick access code or Touch/Face ID (if your device supports these features), once you make necessary configurations.
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How safe is it to use the Jýsan mobile application?
To preserve all the safety measures when using the Jýsan mobile application, we suggest that you:
- Should not disclose your password or quick access code to any one for the logging in into the mobile application, or codes from SMSs received, or the PIN-code of your car;
- If the phone number is changed, change it also in your My Account of the mobile application;
- Invent a reliable quick access code, but do not use any figures, which can be easily recognized (for example, 0000, 1234, 9876);
- Do not use any quick access code installed in other applications;
- Install an antivirus and update it regularly.
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What is the "Messages (Be Kept Up-to-Date)" in the side menu of the Jýsan mobile application?
In the "Messages" Section of the Jýsan mobile application, you can see all the notifications of transactions with your cards/ accounts, deposit, as well as notifications from the Bank.
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Is it possible to pay for housing and utilities services, communications services, penalties, taxes, etc. through the Jýsan mobile application?
Yes, it is. To pay for housing and utilities services, communications services, penalties, taxes, etc. through the mobile application, you are required to go to the "Payments" Section in the Jýsan mobile application, choose the region, required service provider, enter your payment data and effect the payment.
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What is the fee for the payment of services through the Jýsan mobile application?
No fees are chargeable for payments made through the Jýsan mobile application. Some fees may be charged by the service provider.
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How to save a payment template in the Jýsan mobile application?
After a payment is successfully made through the Jýsan mobile application, the system will automatically add the provider to the "Payment Templates", and during the next payment you will not have to enter the payment data again.
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Is it possible to pay for services from a deposit or current account through the Jýsan mobile application?
Services may be paid for from the "Payments" Section of the Jýsan mobile application only using the Bank's cards. If your funds are on a deposit or current account, it is necessary to transfer them to your card through the "Money Transfers" Section.
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What should be done, if a payment is not displayed in the Jýsan mobile application?
If your payment has not been accepted by the Jýsan mobile application, you are required to contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) to check if the money has been written off to pay for the services and if there are any potential errors.
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What should I do, if I have made a payment by mistake or entered improper data of the provider in the Jýsan mobile application?
If you have made a payment by mistake or entered incorrect data of the provider in the Jýsan mobile application, in the payment history you are required to click the payment. The payment status will be displayed in the pop-up window.
- If the payment's status is "Processing", you are required to contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) to cancel the payment.
- If the payment's status is "Paid", you are required to contact the service provider.
- If the payment's status is "Rejected", your payment has not been effected and the money is repaid to the account.
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What should be done, if a payment is recognized by the Jýsan mobile application, but the service provider has not received the payment?
If your payment made through the Jýsan mobile application is effected, but the provider has not received it, in the payment history you are required to click the payment. The payment status will be displayed in the pop-up window.
- If the payment's status is "Processing", you are required to contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) to cancel the payment.
- If the payment's status is "Paid", you are required to contact the service provider.
- If the payment's status is "Rejected", your payment has not been effected and the money is repaid to the account. It is required to pay again.
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What should I do, if in the course of a payment for services the Jýsan mobile application does not show the required card?
If in the course of a payment for services through the Jýsan mobile application, the card required for the payment is not displayed, check the status of the card in the "My Bank" Section, as it may be frozen.
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How to delete the history of payments in the Jýsan mobile application?
In is impossible to delete the history of payments from the Jýsan mobile application.
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What should I do, if the list in the Jýsan mobile application does not contain the required service provider?
If the Jýsan mobile application does not contain the required service provider, you can make a suggestion with regards to the inclusion of the required service provider by contacting the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) or send a letter at the Bank's email: info@jysanbank.kz.
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What are the limits applicable to payments made through the Jýsan mobile application?
There are limits applicable to payments for the following services through the Jýsan mobile application:
- Cellular service operators' services - 10,000 Tenge per payment, 30,000 Tenge per month per cellular service operator.
- ONAI transport services within Almaty - 5,000 Tenge per payment, 10,000 Tenge per month.
These limits are not subject to change and shall be zeroed on the fist day of each month.
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How fast are paid amounts credited in the Jýsan mobile application?
Payments made through the Jýsan mobile application in favor of the majority of service providers, are credited immediately. In some in exceptional cases, payments may be credited within up to 3 days. In such cases, you are advised to pay for the services in advance.
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In the course of a payment through the Jýsan mobile application, an error message is displayed. What should be done in this case?
If you see an error message displayed in the course of a payment procedure through the Jýsan mobile application, you are required to contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones) and notify them of the error, for them to forward your request to the Bank's Technical Department. In addition, you may send a letter to the Bank's email address info@jysanbank.kz stating the error and payment details (client account number, phone number, etc.).
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Is it possible to configure the Jýsan mobile application for an automatic money writing off with the view of regular payments?
Unfortunately, it is impossible for the time being to write off any money automatically in the Jýsan mobile application with the view of any regular payments.
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Why does the list of service providers in the Jýsan mobile application contain only services available in Almaty?
If the list of service providers in the Jýsan mobile application contains only services available in Almaty or any other city, you are required to choose the required one. For this purpose, go to the "Payments" Section, press the location icon (to the right of the history) and choose the required city/settlement.
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At what time can payments be made through the Jýsan mobile application?
Payments can be made through the Jýsan mobile application on a round-the-clock basis.
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