HEAD OFFICE Information Technology Department

Transcription

1 HEAD OFFICE Information Technology Department Customer s FAQs on Mobile Banking 1. How do customer avail Mobile Banking solution (BOI BTM)? I. Registration through BOI Branch: 1. Customer can approach branch to avail Mobile banking facility and request the same in prescribed application format. 2. Branch official verifies the KYC of the customer and input the mobile banking request in CBS (Finacle System) in BOIBTM menu. The MB application form will be kept on record at branch. II. Registration using Internet Banking (Retail) credentials: An Individual customer having Retail Internet Banking can register for Mobile Banking using his / her Internet Banking Login credentials. The procedure for registering Mobile banking through IB is as under Step 1: On successful login into Internet banking, the customer will click the link BTM Mobile Banking under Requests menu. Step 2: On clicking the link BTM Mobile Banking, the following screen will appear wherein the customer can do following Enroll for Mobile Banking Modify existing Mobile Banking Request Enable transaction password for Mobile Banking Step 3: Customer can enrol himself for Mobile Banking facility by clicking the link Enroll for Mobile Banking. The system will validate the constitution code of customer and display the following screen only if the customer s constitution is Individual. Step 3: Customer can enrol himself for Mobile Banking facility by clicking the link Enroll for Mobile Banking. The system will validate the constitution code of customer and display the following screen only if the customer s constitution is Individual. Page 1 of 7

2 III. Daily Back Office Work - Creation of MB User-ID: For new MB customers, MB User name or MBuser-ID would be either IB User Id (for existing Retail IB customers) or Customer ID.Once the MB Registration is made through any of the above Registration channels, ADMIN team at DC would process the requeston next working day. On successful creation of MBuser Id, an SMS would be sent to the customer informing him about his MB-user Id. 2. What are the prerequisites for BOI BTM? Following are the prerequisites for Mobile Banking application (BOI BTM):- 1. GPRS enabled handset. 2. Mobile Number Registered with Bank. 3. How do customers download the Mobile Banking application? The new Mobile Banking application is compatible to following type of smart phones only. Operating System Versions Android 2.2, 2.3, 3.0, 4.0 Blackberry 4.6, 5.0, 6.0, 7.0 IPhone (ios) 4.0, 5.0 Android Users can download the Mobile Banking application from Play Store. The same can be browsed in Play Store by typing BOI BTM. Blackberry Users can download the application from Blackberry App world. iphone users can download the application from App Store. 4. How customer can activate Mobile Banking? After successful downloading and installation of Mobile Banking application, customer needs to send an SMS from his Registered Mobile Number by typing the keyword starotp to Bank s long code Upon receiving the OTP, customer needs to enter this in the application and then set his MPIN. MPIN is a four digit number. Activation of Mobile Banking is one time activity and further login can happen through User Name and MPIN.The MPIN can be changed subsequently whenever desired by the customer. 5. How Transaction Password can be generated? Set / Remove / Change of Transaction Password can happen through Mobile Banking application only. These options are available in MORE menu of the application. However, the transaction password can be enabled by placing a request either through Branch or IB portal using Internet Banking credentials. The Transaction password is enabled on real time basis upon receiving the request. Page 2 of 7

3 6. What are features available inboi-btm? No. Channels Feature Category Feature Details 1. Admin User User Registration Registration is done by Bank Admin on behalf of user for all 3 channels 2. Rich Client User Related User activation for rich client channel. 3. Rich Client User Related For rich client app, login credential will be User ID and MPIN. 4. Rich Client Operative Account List operative accounts 5. Rich Client, Operative Account Balance inquiry 6. Rich Client Operative Account 7. Rich Client Funds Transfer Mini statement / Last 5 Transactions Intra-bank account to account transfers including scheduled/recurring options. (Third Party) 8. Rich Client Operative Account Show transaction history on operative accounts. 9. Admin User Admin User Setting limits for mobile channel by bank admin personnel (Limit Management for fund Transfer). 10. Rich Client User Related Disable mobile banking request. 11. Rich Client IMPS 12. Rich Client IMPS 13. Rich Client IMPS 14 Rich Client User Related Change MPIN 15. Rich Client User Related Reset MPIN 16. Rich Client Operative Account Cheque book request 17. Rich Client Operative Account Cheque status inquiry 18. Rich Client Operative Account Stop cheque request 19. Rich Client Loan Account List loan accounts Person to Person Payments via IMPS using MMID and Mobile Number Person to Person Payments via IMPS using IFSC and Account Number Register MMID, View/Retrieve MMID, Cancel/De Register MMID 20. Rich Client Loan Account Display loan details 21. Rich Client Locator Locate ATM / Branch based on ZIP Code or City/State 22. Rich Client User Related Search transactions and payments done. Page 3 of 7

4 7. What is IMPS? Immediate Payment Service (IMPS) is a service introduced by NPCI empowering bank customers to transfer money instantly within any of the IMPS enabled member banks in across India. The service comes with many unique features like availability 24X7, simplicity in transaction flow and accessible through mobile banking, net banking and ATM channel. 8. Presently, how are interbank fund transfers made using mobile phone? Various banks are providing remittance facility through their mobile banking platforms. The interbank remittance request initiated from a mobile is processed by the beneficiary bank as a National Electronic Fund Transfer (NEFT) transaction. The fate of such payment request is therefore not known instantly because NEFT payments are processed in batches from 9 am to 7 pm. 9. Does the customer need to register to remit the funds through IMPS? Yes. The customer has to get his mobile number registered with bank for availing IMPS. Then the customer has to register for Mobile Banking as per the laid down procedures. 10. Can a customer link more than one account to the same mobile number? Yes. The customer can link the same mobile number to more than one account. 11. Is the beneficiary customer also required to register for IMPS? The beneficiary customer should have their mobile numbers registered with the bank where he intends to receive the credit and should have a valid MMID provided by the bank. For IMPS P2P, the beneficiary should register for IMPS whereas for IMPS P2A, the Beneficiary may not be registered for IMPS. 12. What beneficiary details does the customer need to make an IMPS remittance? The beneficiary details required for IMPS P2P are: a. Beneficiary MMID, b. Beneficiary s mobile number, The beneficiary details required for IMPS P2A are: a. Beneficiary IFSC code, b. Beneficiary s Account Number, 13. How do a Customer Generate / Retrieve / Cancel his MMID? MMID is a seven digit number. For Generation of MMID:- Customer needs to type the keyword MMID from Registered Mobile Number and send it to Bank s long code Otherwise after login into application, under Immediate Payment Service option there is an option for Generating MMID. By clicking this option, all MMIDs would be generated and be displayed on Mobile screen. Page 4 of 7

5 For Retrieval of MMID:- Customer needs to type the keyword MMID from Registered Mobile Number and send it to Bank s long code All existing MMIDs would be retrieved and displayed in to the customer in his handset. Otherwise after login into application, under Immediate Payment Service option there is an option for Retrieval of MMID. By clicking this option, all MMIDs would be retrieved and be displayed on Mobile screen. For Cancellation of MMID:- If a customer wishes to de-activate himself from IMPS by cancelling his MMID, then he can do so by typing the keyword CANCEL MMID OR CANCEL MMID nnnnn<where nnnn is the complete 15 digit Account Number from Registered Mobile Number. Apart from this customer may cancel his MMID by selecting the appropriate option for Cancel MMID in Mobile Banking application. 14. What is the Process flow of IMPS? Step 1: Remitter sends instruction from his/her mobile through MB application. Step 2: Remitting bank validates the details of the remitter and debits his/ her account. This transaction is sent by the remitting bank to NPCI. Step 3: Transaction is passed by NPCI to the beneficiary bank. Beneficiary Bank validates the details of the beneficiary customer, credits the account, sends confirmation to NPCI about transaction status and sends a SMS to the beneficiary customer informing him of the credit. Step 4: NPCI sends the transaction status to remitting bank which in turn informs the status of the transaction to the Remitter. Step 5: Remitting bank send a SMS confirmation of the transaction to the remitting customer. 15. Is there any limit on the value of transactions in IMPS? Currently, transactions up to Rs.50,000/- per day can be facilitated through IMPS. 16. Does the customer require a mobile handset of a particular model or make or features to enable this service? Currently, we have enabled IMPS using Mobile Banking application of our Bank which can run on Rich / Thick client handsets (Android / Blackberry / iphone). 17. Can we withdraw and / or deposit money using IMPS? Presently, the customers cannot withdraw and / or deposit money using IMPS. Page 5 of 7

6 18. What if IMPS registered mobile is lost or misplaced? Will anyone who comes into possession of mobile be able to make a remittance from customer s account? At the time of mobile banking registration, bank would provide the customer with a User id and MPIN (Mobile Personal Identification Number) would be set by the customer for accessing the mobile banking facility. Apart from these the transaction can be confirmed using the Transaction password set by the user. Hence making an IMPS remittanceis not possible without these threemb credentials. 19. What happens in case the remitter enters a wrong beneficiary mobile number for remittance? The beneficiary details required are MMID and Mobile Numberfor P2P IMPS transaction. Account Number and IFSC code for P2A IMPS Transaction. Therefore in P2P IMPS transactions, the transaction will fail due to wrong beneficiary Mobile Number. 20. What are the timings for initiating and receiving IMPS remittances? IMPS transactions can be sent and received at any time and any day. There are no timing or holiday restrictions on IMPS remittances. This is an anytime and anywhere type of channel provided by NPCI. 21. If the transaction is not completed will the customer get his / her money back? When? Yes. In case for any reason, technical or business, the IMPS transaction is not completed the reversal of the remitters funds will happen immediately. In case if such a transaction becomes a subject to reconciliation wherein the fate of transaction is not determined immediately, the reversal of funds will happen on the next working day. 22. What are the charges for the customer for sending and receiving remittances using IMPS? At present, this facility is free of cost. 23. How long does it take for the remittance to get credited into the beneficiary account number? The funds will be credited into the beneficiary account immediately. 24. Can the remitter transfer funds from his / her to the beneficiary account in other bank? Yes, the remitting customer can transfer funds to the beneficiary account in other banks also. 25. How does the remitter come to know that his account is debited and funds have been credited in the beneficiary s account? The remitting bank sends a confirmation SMS to the remitting customer about the transaction initiated by him / her. 26. How does a beneficiary come to know of funds being credited to his / her banks account? The beneficiary bank sends a confirmation SMS to the beneficiary customer informing him / her of the credit in the account. Page 6 of 7

7 27. Can a customer remit and / or receive remittance using the mobile number other than the one registered with the bank? No. The customer can remit and / or receive funds using the registered mobile number only. 28. When can the beneficiary use the funds received through IMPS? The beneficiary can use the funds immediately on receipt of credit in the account. The funds received through IMPS are good funds and can be used immediately upon credit. 29. Where do I register a complaint with reference to BOI-BTM transaction? The customer can send to ID Boi.Starconnect@bankofindia.co.in. The customer can contact on for any query / assistance. ******** Page 7 of 7