In case you are away and your dependant is seeking treatment;

• They’ll introduce themselves to the cashier that you are seeking services on M-TIBA
• Share the primary member’s phone number for the provider to initiate the treatment on their behalf.

• Dial *253# (Both Safaricom, Airtel and Telkom on the number registered on MTIBA).
• Enter M-TIBA PIN (or press 1 if you have forgotten your PIN).
• Press 1 to initiate a treatment.
• Select recent clinic (1, 2, 3) or enter hospital’s Till Number (e.g. 465004)
• Select patient to be treated.
• Select Payment Method
• Select benefit e.g My Health Funds either Outpatient/Dental/Optical as payment method.
• Press 1 to Authorize.
• You will receive an in-app message and a SMS with a transaction number.
• After authorizing treatment, you’ll be required to verify your fingerprint in order to proceed.
• You can now access the care you need.

• Dial *253#
• Enter your M-TIBA PIN (or press 1 if you have forgotten your PIN)
• Select option 2: “My M-TIBA”
• Select benefit eg. My Health Funds
• The balance will be displayed against each category i.e. Outpatient/Dental/Optical.
• In case of insufficient funds, you will be required to top up the difference in cash after seeking treatment.

If you can access your benefit, you can change it as follows;

• Step 1 – Dial *253#
• Step 2 – Enter M-TIBA PIN
• Step 3 – Select option 4 “Help”
• Step 4 – Select Option 2: “Change PIN”
• Step 5 – Enter Current PIN
• Step 6 – Enter New PIN
• Step 7 – Confirm New PIN

You will receive an SMS notification confirming PIN change “Your PIN has been changed”.

If you have forgotten your PIN, you can reset it as follows:

• Dial *253#
• press 1 if you have forgotten your PIN
• Enter date of Birth e.g. DDMMYYYY (01011963)
• Enter Identification number
• Enter new PIN
• Confirm new PIN
• Your PIN has been changed

You will receive an SMS notification confirming PIN change “Your PIN has been changed”.

You can also contact the M-TIBA Customer care for PIN reset support on 0709071000 or 0800 721 253.