Section A: General FAQ:

Transcription

1 Section A: General FAQ: 1. What is MobiToken? MobiToken is a two factor authentication process. First factor is the conventional User ID and password and second factor is One Time Password (OTP) generated by the system for each online transaction. You need to enter both the factors for your NabilNet transaction. 2. Why MobiToken is necessary? It increases the security in online transactions and helps reducing online banking frauds. - How does MobiToken work? The MobiToken application installed within NabilNet system generates One Time Password (OTP) for the use in online transaction. OTP is a random 5 digit number (for SMS/ based) and 8 digit (for device based) generated by the system. This number must be entered in NabilNet system while performing financial transaction. The system checks and compares the OTP value entered by you with its data base and allows a transaction if it matches exactly else rejects the transaction. - Is MobiToken Mandatory? Yes for all financial transaction. However, this is not required if you perform inquiry only or have availed inquiry services only of NabilNet. 3. How can I use MobiToken service? You need to register yourself to use Mobitoken services. Mobitoken is applicable only for NabilNet customers. Registration process is online and paperless. Make sure you have valid NabilNet User ID and password to register for MobiToken. Page 1 of 5

2 Section B: SMS/E- mail based FAQ: 1. How to register MobiToken? - Log into NabilNet page with your Username & Password at - Select MobiToken request. - Click on MobiToken registration button. - Select SMS/ based or device based authentication to deliver OTP. - Click on I Agree to accept terms and conditions of the bank. - Enter your user ID & Transaction password for successful registration. 2. What is OTP? A One-Time Password (OTP) is a password that is valid for only one login session or transaction; which means once an OTP is used it is marked as used on the server and cannot be reuse in future transaction/s. You must use the OTP within 10 minutes. It expires after 10 minutes and can never be used again. 3. How do I get OTP? You can get OTP either through: a) or b) SMS or c) both and SMS or d) Application installed in your mobile device You will get the OTP number based on your selection at the time of what you registered during your transaction. a) SMS/ Based: If you have selected SMS/ delivery mode during registration, you will be prompted to select or SMS. You can either select or SMS or both at the time of transaction. The system sends the OTP to you via SMS or through registered or both based on your selection. You have to enter the OTP value in the transaction authorization screen on the browser along with User-ID and Transaction password to perform NabilNet transaction. b) Device based OTP: If you have selected Device based OTP option, you first need to download MobiToken application and install in your mobile device. After the installation of application you can generate dynamic OTP from the app of your mobile device and use it to complete NabilNet transaction along with User-ID and Transaction password. In order to make MobiToken application more secure, you will need to create M-PIN (4 digit PIN) during registration process which you will need to input in the login screen of your mobile set to generate OTP. Page 2 of 5

3 You can download MobiToken app from the NabilNet user portal. MobiToken app can be downloaded in any Android, Blackberry & Java based mobile device. 4. When do I need OTP? OTP is required to make any financial transaction through NabilNet Service. 5. Can I choose more than one mode of MobiToken? No, you can choose only one mode of OTP delivery channel i.e. either SMS/ based or device based mode at any given time but you can change the channel anytime. Please refer to section C-9 to see the detail procedure for the same. 6. Is there any expiry period for my MobiToken OTP? Yes, the MobiToken OTP will be valid only for 10 minutes, after which all unused MobiToken OTP shall expire automatically. 7. Are there any charges for using MobiToken? No, currently the bank does not charge for this service. Any fees and charges pertaining to services provided by the bank is regularly updated in Bank's website ( Please do visit the bank's site regularly and get updated fee structure of this service. 8. Will the SMS-OTP be sent to my registered mobile phone number if I am overseas? No unless your mobile is enabled for international roaming. We encourage you to select mode to get your OTP while you are overseas. However, you may request the SMS OTP if your mobile is enabled for overseas roaming service 9. How long will it take for me to receive the SMS OTP after I apply for OTP generation? Once you make request to generate OTP, you should receive the OTP via SMS sent to your registered mobile phone number within few seconds depending on your mobile service provider network traffic provided you are within the reach of network. 10. Will my access to MobiToken be suspended if I input the wrong OTP? For security reason, your access to internet banking transaction will be temporarily locked if you enter the incorrect OTP for three consecutive attempts. To unlock, you need to contact our nearest branch. 11. Can I register more than one mobile number for my MobiToken SMS? No, only one mobile number can be registered for each Online Banking account. 12. How do I change my mobile number or account to receive OTP? You need to submit a written request to change mobile number or account at our nearest branch. Page 3 of 5

4 Section C: Device Based FAQ: 1. What is MPIN User created/defined 4 digits secret code which allows user to log in to device based MobiToken application to generate OTP. 2. How do I download MobiToken application? Please follow the instruction below to register Device based MobiToken - Log in to Nabil Bank NabilNet page ( with your Username & Password. - Select MobiToken. - Click on MobiToken Registration button. - Select Device based authentication mode to generate OTP. - Click on submit - Click on I Agree to accept terms and conditions of the bank. - Click on Generate Activation Code. - The system will deliver the activation code to registered ID and Mobile number. - Click on Download MobiToken App and input 5 digit activation code received in your Id and Mobile number. - Select device type (J2ME, BlackBerry & Android) you want to install the application. - Click on submit. - Create your MPIN & re enter it. - Click on submit and it will navigate user to download the app. - Click on download and acknowledge button. - Click on ok to download application in the desired location. - Once downloaded, you can install the same in your mobile. 3. How OTP is used in NabilNet application? User first needs to download personalized MobiToken application and install in their mobile device. After the installation of application users can generate dynamic OTP on his/her mobile device and use the same to authenticate NabilNet transaction along with User-ID and Transaction password. In order to make MobiToken application more secure, the user will need to create M-PIN (4 digit PIN) during registration process which the user will input in the login screen of the device to have access to generate OTP. 4. Can I make multiple download of MobiToken application in the same mobile set? No, only one application can be downloaded in one mobile device. Page 4 of 5

5 5. How do I generate MobiToken? Upon successful installation of MobiToken application in your mobile device. User can generate 8 digits dynamic OTP on his/her mobile device after entering MPIN and clicking on generate OTP option. 6. What should I do in case I forgot my MPIN? In such case, you need to re install your MobiToken application in your mobile device and recreate your MPIN. 7. Do I need to use the OTP as per the order in the message received? Yes, it is recommended to use the OTP as per the order OTP is generated for smooth transaction execution. 8. What happens if I lose my mobile device? As OTP is a second factor security with the loss of mobile device there is no direct threat as the person who gets the mobile also needs to have other mandatory information pertaining to you NabilNet service such as username and password (both login & transaction). However we recommend you to switch your OTP generation mode to immediately SMS/ based to avoid any unauthorized attempts. 9. How can I switch my mode? You need to follow simple steps to switch from existing mode - Click on MobiToken. - Click on Switch Mode. - Click on OK to switch desired Mode. 10. What is sync counter? It is a process to bring the device generated OTP in sync with the server. 11. What is sync confirm? It is a process where the server confirms if the device generated OTP is synced with the server or not. 12. What are the types of mobile device I can use? Any mobile device having Java, Android operating software and BlackBerry Device can be used to generate device mode OTP. 13. I do not have a smart device to use device based MobiToken, what am I supposed to do? In such condition, you can use SMS/ Based MobiToken option Page 5 of 5