Frequently Asked Questions. ING Vysya Mobile Banking

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1 Frequently Asked Questions ING Vysya Mobile Banking

2 Table of Contents EXECUTIVE SUMMARY FREQUENTLY ASKED QUESTIONS

3 EXECUTIVE SUMMARY This document lists down the frequently asked questions and answers about ING Vysya Mobile Banking. 2

4 1 FREQUENTLY ASKED QUESTIONS What is ING Vysya Mobile Banking Application? ING Mobile Banking is a secure Mobile Banking Application using which various services of ING VYSYA Bank can be accessed from your mobile handset anytime and any where. The application works over GPRS and rests on your mobile handset. What are the various services available in ING Mobile Banking? ING Mobile Banking offers the following services currently: 1. Balance Enquiry 2. Mini Statement (5, 10 or 15 transactions) 3. Stop Cheque 4. Cheque Book Request 5. Cheque Status In coming months we will be introducing additional services like Fund Transfers, Bill payments, Wealth Management, Loans in Mobile Banking. How do I register for ING Mobile Banking? If you are an existing ING Vysya Bank customer, then you can register for mobile banking either by calling up ING Phone Banking or by walking into an ING Vysya bank branch. The new customers of ING Vysya Bank will receive a Pre-Generated Kit (PGK) which includes Mobile Banking Activation Code Mailer along with the Welcome Kit. What are the charges of ING Mobile Banking services and how will the charges be charged? Mobile Banking charges shall be levied on per annum basis. - Rs. 120/- shall be charged per annum if you have one or more Savings Bank Accounts in a relationship. - Rs. 240/- shall be charged for per annum if you have one or more Current Account in a relationship like Current or CCOD Account. - If your relationship is attached to one or more Savings Bank Accounts and one or more Current / CCOD accounts Rs. 240/- shall be charged per annum. - In case the accounts are having joint holders and the joint account-holders are also having Mobile Banking facility, then charges shall be levied separately for each joint account holder. Ex: One SB Account is having 3 Joint Account holders and all the account holders avail Mobile Banking facility, each of the account holder shall be charged Rs. 120/-. - Charges will be recovered upfront from the account and are applicable for a period of One year from the date of activation.. Ex: If the facility is activated on 14th Feb, 2009, charges will be recovered upfront and the charges for the next year will be collected on 14th Feb, No other charges shall be levied for all other services like deactivation, re-activation, and locking, unlocking, reissuance of Activation Code etc. 3

5 The above charges will be charged flat on activation of the service. That is when you shall down load the application successfully and use your Mobile Banking Activation Code. While the synchronization of accounts takes place, your account shall be charged as per the relationship. What are the pre-requisites of using ING Mobile Banking Application? You need to have a Java-enabled handset. Please check compatibility of your model by clicking here (link will refer the supported device list page). Your mobile needs to have an active GPRS connection. ING Mobile Banking Application will work on all the GPRS plans of various Mobile Operators. This service is currently not available to CDMA mobile users. Currently ING Mobile Banking Application is available only to GSM users on certain handset models only. How do I download ING Mobile Banking? Once you are registered for Mobile Banking, you will receive a SMS containing download link from ING Vysya Bank. Please click on the download link to download the application. Once the URL is clicked and you confirm the download action, the download process will begin. You can view the progress of download on your phone. Once the download is completed, the installation of the handset will begin. Once the installation is completed, please exit the browser and look for installed application in the handset menu The SMS from the Bank will be sent to which Mobile Number of mine? The SMS containing the Download Link shall only be sent by the Bank to the Mobile Number which is registered with the Bank in its records. What should I do if I do not receive the SMS from ING to download the application? Please call the 24*7 Handset Banking and they shall send a new SMS on your registered Mobile Number on your request. How do I proceed if I am not successful in installing the application in spite of the specified procedure followed by me? Whom should I contact for help? In case the installation is not successful due to any reason like low GPRS connectivity, low battery, low signal strength and etc, the user should try again when the signal strength improves. If the installation is not successful after several retries also, then call our 24*7 Handset Banking for immediate help. If the Activation process fails after entering the Activation Code provided by the bank, what should be done? If the Activation process fails during activation, user should retry the same Activation Code again. The Mobile Banking Activation Code is valid till the application is activated completely. Once the application gets activated, the same Activation Code cannot be reused. 4

6 How do I know if my Mobile is Java enabled? To check whether your handset is Java-enabled, please refer your handset manual or the Mobile handset manufacturer's website. What is GPRS? GPRS stands for General Packet Radio Service. It is an enhancement to the GSM Mobile communication system, which allows Internet browsing and connecting to data services on a Mobile handset Whom should I contact for Mobile handset setting if required? Please contact your respective Service operator for GPRS settings specific to your Mobile handset. What are the charges of GPRS service? Every Service operator has different plans and charges for GPRS service. Please contact them for knowing the exact charges on your plan. While downloading, I get a message saying Un-trusted Application or Application from un-trusted Domain. What should I do? Please select Yes for this option. This option is specific to the Mobile handset and will not affect the ING Mobile Banking Application or your Mobile handset. How do I activate my ING Mobile Banking application on my Mobile handset? Please follow the following steps to activate your Mobile Banking Application 1. Launch the application in your Mobile handset by clicking on icon ING 2. Enter your CUSTOMER ID and Mobile Banking Activation Code received r from the Bank. 3. Create your own Mobile Banking login PIN. (Mobile Banking Activation PIN provided by the Bank will not be used again once you create your own Mobile Banking PIN. Subsequent to creation of Login PIN, only the Login PIN is to be used for accessing the application on your Mobile handset.) 4. Select a secret question from the list and answer it. Please remember this question and its answer. 5. Now you can start using the ING Mobile Banking Application. Can I change my ING Mobile Banking application PIN? And how do I do that? Yes. ING Mobile Banking application provides you an option to change your Mobile Banking PIN. This option is present at Options Change PIN menu in Home screen. The procedure for changing your ING Mobile Banking PIN is: 1. Log in to ING Mobile Banking. 2. Go to options and select Change PIN. 3. Enter the old PIN followed by the new PIN, confirm the new PIN and select 'OK'. 4. A message is displayed when the PIN is changed successfully. 5

7 What if I forget my ING Mobile Banking PIN? If you forget your ING Mobile Banking PIN, the application will not allow you to login. Your ING Mobile Banking Application will get locked after five consecutive wrong tries. How do I unlock my Mobile Banking Application? ING Mobile Banking Application gets locked after five consecutive wrong tries PIN entries. To unlock the application, please follow this procedure: 1. Call our 24*7 Phone Banking and request for unlocking the ING Mobile Banking Application on your Mobile handset. 2. ING Vysya Customer Care Executive will submit a request to send you an Unlocking Code. The Unlocking Code will be sent to the registered Mobile number via SMS. Note down the Unlocking Code correctly. 3. Open ING Mobile Banking Application on your Mobile handset. 4. Select Unlock from the menu. 5. Enter the Unlocking Code; answer your secret question that was chosen by you during activation of Mobile Banking Application. Set a new PIN and confirm the new PIN for ING Mobile Banking. 6. ING Mobile Banking Application connects to the server to unlock the Application on your Mobile handset. 7. ING Mobile Banking Application is unlocked successfully. Select OK to return to the main menu. What if I lose my Mobile handset on which I have installed ING Mobile Banking Application? If you lose your Mobile handset: 1. Call our 24*7 Phone Banking and inform the loss of your Mobile handset immediately. 2. Phone Banking Executive shall take your request for blocking your ING Mobile Banking Application and will block it immediately. Once the application is blocked, the Mobile Banking Application can not be used by any one. What if I change my Mobile handset? If you have changed your Mobile handset then, call our 24*7 Phone Banking and inform about change in your device. Since you will not be able to use the Mobile Banking Application any more. The Phone Banking Executive will take down your request and a new download link will be sent to your registered Mobile number. Please click on the link and download the application on your new Mobile handset. You will be sent a new Mobile Banking Activation Code via PIN mailer from the Bank. Use the new Mobile Banking Activation Code and activate the application again. 6

8 What if I change my Mobile Number? If changing the SIM Card on the existing Mobile handset in which the ING Mobile Banking Application is installed, where the new SIM Card has the active GPRS connection enabled, shall not have any impact of the functioning of the application. You can continue to use the application as before. However it is advisable that you inform the Bank about the change in the Mobile number, since all account level and transactional alerts from the Bank will be sent to the registered number with the Bank. If somebody else gets access to my Mobile handset, can that person use my Mobile Banking Application? The 6-digit PIN required to log in to ING Mobile Banking ensures that only an authorized ING Vysya Bank customer can access ING Mobile Banking Application. Also, after five consecutive wrong inputs of the PIN, the ING Mobile Banking Application gets locked. For reasons of security, please do not share your PIN with anyone. Why my Mobile Banking Application logs out automatically if I am not using the application for more than two minutes? The application will time out if you have not performed any activities in the application for consecutive two minutes. This is to ensure the safety of Mobile Banking Users. After automatic logout, you can again enter your login PIN and start using the application. What happens to the activity which is processing and is not completed at the time when the application automatically logged off? If there is any activity in progress the application will never log out automatically. That is if there is an activity which is in progress the application never treats it as an idle time. The idle time is, when the application is not performing any activity for two minutes consecutively. What if I receive a Call or an SMS while I am using my Mobile Banking Application? If you receive a Call or SMS while using ING Mobile Banking, ING Mobile Banking Application will work in the background and will not be affected. But if the duration of the call is long, ING Mobile Banking will log out automatically after two minutes in order to ensure security. What is the use of setting answer to the Secret Question? Answer to the Secret Question will be prompted to the User for following two scenarios 1. Unlocking the Application 2. Forgot PIN feature. What if I forget answer to the Secret Question? How do I reset the Secret Question and its Answer? If the user forgets the answer to the Secret Question, then there is no way he or she can reset the same. In such a case the User will have to download the Mobile Banking Application once again and activate it through the activation procedure. 7

9 When should I ideally submit Stop Cheque request? All requests for Stop Cheques to be cleared on a particular day should be given by 9am on the same day. Execution of Stop Cheque will be on best effort basis. What should I do if I want to discontinue the ING Mobile Banking Service? User can discontinue the ING Mobile Banking Service by calling our 24*7 Phone Banking number and request for deactivating the application. The second option is the user can chose the Deactivate option from the menu in the ING Mobile Banking Application to deactivate the application. How secure is ING Mobile banking? ING Mobile banking application is completely secure. The communication channel between ING Mobile Banking Application on the Mobile handset and ING Mobile Banking Server is HTTPS. Also the PIN and Activation Code never gets transmitted over the air as it is. How will I get my Mobile Banking Activation Code? You can either walk in to any of our ING Branch and collect the Mobile Banking Activation Code across the counter or call our Phone Banking and request for the same. If I am travelling abroad can I still use ING Mobile banking? When the user is travelling abroad and his Mobile handset still has active GPRS connection, here he can still use ING Mobile Banking Application. Can I use ING Vysya Mobile banking any where from India? Yes. Can I register for ING Mobile Banking service from any of its branches? Yes. If I request for the Mobile Banking Activation Code by calling the 24*7 Phone Banking to which address of mine will the Activation Code be sent? The Mobile Banking Activation Code shall be sent to your correspondence address with the Bank. 1. The Mobile Banking Activation Code expires in how many days if not used? 2. The Mobile Banking Application Code expires after 45 days from the date it is issued to you if not used for activation. 8