Bank customer

Most Urban work is in the app: transfers, card freeze, statements, and fee screens. A branch still helps when we need to see original documents, count cash, or witness a signature. Those jobs are slower on a scan because someone still has to match the paper.

Bring the ID listed in the appointment note. A photo of a passport on a phone is not enough for a notarised instruction.

What to book

Cash deposits above the in-app limit, replacing a chip-and-PIN card you cannot freeze-and-reorder, and signing a loan that was already approved in the app. For a loan, the branch meeting is the signature, not a new credit check, unless your figures changed.

Safe-deposit and large cash orders need a booking. Walk-in for those is often turned away the same day because the cash is not on the premises.

You get

A printed receipt with the same reference the app will show later. If the app is delayed, keep the paper. The reference is how we find the job.

“Book the job in the app, then come in. The branch can see the same queue you see. Arriving without a booking for cash or a loan signature usually means a return visit.”

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Hours and what we cannot do at the desk

Head office hours are Monday to Friday 9:00–18:00 and Saturday 10:00–14:00. We do not open Sunday. We do not reverse a posted card purchase at the desk; that is a merchant dispute from the app.

Foreign cash is ordered, not kept in the till for every currency. Ask two working days ahead.

If you only need a statement or a fee explanation, stay in the app or write to support. A branch visit will print the same pages you can already download.