Bank Windhoek says it has recorded no fraud among customers using facial recognition, as digital banking adoption continues to rise.
The bank says facial recognition enrolment increased from 15% of individual customers in the 2025 financial year to 25% in the 2026 financial year, with enrolment through its mobile application introduced in June.
The bank says the absence of reported fraud among customers using facial recognition comes as more clients shift routine banking activities away from branches and towards digital platforms.
Bank Windhoek executive officer for digital, data and customer transformation Ryan Geyser says the growth shows that customers are increasingly embracing digital banking when it provides both convenience and security.
“These results show that customers are embracing digital banking when it delivers clear value: greater convenience, stronger security and more control over everyday banking,” Geyser says.
“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.”
The bank’s mobile app has seen strong growth since its launch in 2021, with the number of active users increasing by more than 900%.
During the 2025/26 financial year, the proportion of active mobile app users increased from 24% to 28%, while digitally active clients now account for 44% of the bank’s customer base.
The shift is also evident in the way customers obtain banking documents and make routine requests.
Bank Windhoek says 72% of statement requests were completed through digital channels in the 2026 financial year, up from 48% a year earlier.
Digital requests for bank confirmation letters increased from 48% to 54%, while 98% of card limit changes were completed digitally.
Geyser says the growth formed part of a broader five-year shift towards digital transactions, supported by improvements to the bank’s platforms and assistance from employees to help customers use them safely.
The bank has also expanded its cashless and self-service infrastructure, with 93 cash-accepting ATMs and 50 self-service banking devices by the end of the financial year.
Cash-accepting ATMs processed 64% of all cash deposits during the year, compared with 54% in the previous financial year, while transactions completed through in-branch self-service banking devices increased by 35%.
Digital banking adoption has also extended to businesses.
Bank Windhoek says monthly transactions through its new iBank and Mobile App for Business increased by 263% in the seven months from March 2026.
Geyser says the bank would continue expanding digital services while maintaining human support for customers.
“We remain committed to combining innovation with personal support, giving customers greater choice in how and where they bank,” he says.
