Mobile Banking Guidelines for customers

Mobile Banking Guidelines for customers

Last modified on 10.03.2016

Points to Remember:

DO NOT SAVE YOUR MPIN IN HANDSET. DO NOT DISCLOSE YOUR MPIN TO ANY ONE. DO NOT REPLY TO ANY EMAIL OR CALL RECEIVED BY YOU TO

DISCLOSE YOUR MPIN DETAILS. DO NOT SHARE YOUR PHONE SIM WITH ANY ONE. BEWARE OF

SIM CLONING. CHANGE YOUR MPIN PERIODICALLY.

Introduction

1. Introduction to Mobile banking

In addition to existing delivery channels like ATM, Internet Banking, SMS Banking, our

Bank has introduced Mobile banking from 10th May, 2011.

Through Mobile Banking customer can do banking transactions like Balance Enquiry, Mini Statement of account, Intra/Inter Bank fund transfer, Cheque book request and Value Added Services like Mobile/DTH recharge etc.

There are three type of modes through which mobile banking can be used. They are:

(1) SMS/IVR mode (2) Downloaded Application mode (3) NUUP (National Unified USSD Platform).

For SMS/IVR mode and NUUP, any type of mobile handset can be used. For Downloaded Application mode, customer should have Smartphone.

2. What is MPIN , MMID and IMPS

Mobile Personal Identification Number (MPIN) is a 4 digit number which will be generated online on successful registration for mobile banking. Temporary MPIN will be sent to the Customer via SMS to the registered Mobile Number. Customer needs to change this MPIN on receipt before using mobile banking for the first time. MPIN is required to be entered by the customer for Financial Transactions.

Mobile Money Identifier (MMID) is a 7 digit number which will be generated by the mobile banking application on successful registration of customer account. If a customer has more than one registered accounts for mobile banking, then each account will have different MMID. To know the MMID, customer should type MMID and send SMS to 9870900876. System will send a reply SMS containing MMID of all the registered accounts for the customer. MMID can also be viewed from the Mobile banking Application under the ‘IMPS-other Bank’ menu.

Immediate Payment Service (IMPS) is a service provided by National Payments Corporation of India (NPCI) to facilitate fund transfers across accounts of Member Banks. Our Bank has also availed this service to provide our customers the facility of Inter Bank fund transfer through mobile banking.

3. Eligibility for mobile banking 3.1 All individual customers who have Savings Bank or Overdraft or Current Account

are eligible for the facility. In the case of a joint account where, only JOF customer’s ID can be used for the Mobile Banking. The transactions in such accounts shall be binding on all the joint account holders, jointly and severally. Accounts where mode of operation is “Joint” or accounts in the name of minor or where minor is a joint account holder are not eligible for this facility.

3.2 For Mobile banking registration only Inland Mobile Numbers are allowed for

registration. 3.3 Through Mobile banking, credit to NRE account is not allowed.

4. Steps for Mobile Banking registration and installation.

1. Customer submits Mobile Banking application form duly filled. 2. Bank will process and upload the data to the Mobile Banking server. Temporary

MPIN will be generated and will be sent to the customer via SMS to the registered Mobile Number.

3. Customer will get a confirmatory SMS from Bank’s Mobile Banking Vendor (M/s

Paymate), containing ACTIVATION CODE and URL to download the Mobile Banking

App. Customer can download the Mobile Banking App depending upon the type of

handset make/Model/operating system.

a. Android: Go to Playstore and download ‘syndmobile’.

b. Windows Mobile: Go to MARKETPLACE and download ‘syndmobile’.

c. IPhone: Go to appstore and download ‘syndmobile’.

Note: If customer has not received ACTIVATION CODE even after registration at the

home branch, customer should type the word CODE and send SMS to 9870900876.

Customer will receive an SMS containing ACTIVATION CODE.

4. After downloading the Mobile Banking app and invoking for the first time, App asks

the customer to enter registered Mobile Number and ACTIVATION CODE. After

successful validation of ACTIVATION CODE, system prompts customer to enter OLD

MPIN (for the first time case, it will be the Temporary MPIN received via SMS) and set

his own new MPIN and Confirm the same.

5. After successful change of MPIN, system will ask the customer to set his own Login

Password.

After all above steps mobile banking registration is complete and customer can start make use of mobile banking facility.

Operational Guidelines for customer

5. Mobile Banking through SMS/IVR mode

Customer who is having any model/make of mobile handset can use this mode to initiate mobile banking transactions. Through SMS/IVR, customer can do certain limited type of transactions like: Changing of MPIN, Fund transfer within SyndicateBank, IMPS fund transfer to any other bank, etc.

To initiate transactions through SMS/IVR mode, SMS charges will be applicable

as per service provider/ plan of the customer.

Customer should change MPIN received via SMS to his choice of MPIN (4 digit

numeric only) before starting Mobile Banking for the first time.

5.1 To change initial MPIN or to change MPIN whenever the

customer wishes:

Type CP and send SMS to 9870900876.

On receipt of the request for change of MPIN, system will initiate IVR call on

registered mobile to change MPIN wherein user will be requested to key in both

Current MPIN and new MPIN ( 4 digit numerical) for future usage..

5.2 To send money to another account in Syndicate bank:

Send SMS with following syntax to 9870900876.

FTR <space><Recipient Mobile No><space> <Amount>

For example: if the beneficiary account holder mobile number is 1234567890

and amount to be transferred is Rs.100, then SMS syntax will be:

FTR<space>1234567890<space>100

An IVR call will be initiated confirming the transaction details and seeking the

MPIN from the customer. After validating (MPIN, Mobile No. and Balance) the

recipient account will be credited by debiting the initiator account.

Both initiator and recipient will receive SMS message confirming the transaction.

5.3 To send money to account in other bank in India using MMID and

Mobile No.


IMPS<space><Beneficiary Mobile Number><space><Beneficiary MMID><space><amount>

For example: if the beneficiary account holder mobile number is 1234567890 and

MMID is ‘9010123’ and the amount to be transferred to Rs.100, then SMS syntax

will be:

IMPS<space>1234567890 <space>9010123 <space>100

5.4 To send money to account in other bank in India using IFSC

and Account No.


IMPS<space><Account number><space><IFSC code><space> <amount>

For example: if the beneficiary account holder account number is 123456789012

and IFS Code is ‘UTIB0000248’ and the amount to be transferred to Rs.100, then SMS

syntax will be:

IMPS<space>123456789012<space>UTIB0000248 <space>100

After sending the SMS for IMPS fund transfer request, an reply SMS will be initiated

by our vendor to the registered mobile number of the customer to wait for IVR call to

complete the IMPS transaction.

An IVR call will be initiated to confirm the transaction details and seek MPIN from

the customer. After validating (MPIN, Mobile No. and Balance) the recipient account

will be credited by debiting the initiator account.

Both initiator and recipient will receive SMS message confirming the IMPS

transaction and IMPS Reference Number.

6. Mobile Banking through downloaded application

Customer having Smartphone can download application from respective stores:

Android OS users can download the application directly from Google Play. They should use the ACTIVATION CODE which they have received through SMS for successful installation. There is no restriction on handset make and model.

Windows OS Users can download the application directly from “Market Place”. They

should use the ACTIVATION CODE which they have received through SMS for successful installation. There is no restriction on handset make and model.

Iphone users can download the application directly from “Appstore”. They should

use the ACTIVATION CODE which they have received through SMS for successful installation.

7. Mobile banking through downloaded application

- screen shots and functions

On successful installation of mobile banking app, the customer needs to activate the application by entering registered mobile number and activation code sent by bank through SMS. On validation, mobile app will prompt to enter the Temporary MPIN sent through SMS to the registered Mobile Number by bank. The MPIN need to be changed i.e. a new MPIN is to be set by customer. The MPIN provided by bank is made forcefully to be changed for security reasons. On successful MPIN change the application will prompt customer to choose his own login password. The login password is required each time for the customer to access the mobile banking application.

Once the MPIN and Login password is set, customer can access the Syndicate Bank Mobile Application.

Upon opening the mobile app customer will be prompted to enter login password. On successful login the main screen will be displayed to customer. Syndicate Bank mobile application has following options as shown in below screen.

1. Transfer SyndicateBank:

This menu provides facility to transfer fund to:

a. Transfer to Own SyndicateBank Account b. Transfer to Other SyndicateBank Account

Screenshot 1.1 Screenshot 1.2


Self Transfer: This option is used to transfer fund from one Account to another Account of customer herself/himself. Customer selects from Account, enters amount to be transferred and selects to Account (as shown in Screenshot 1.2). App displays summary of transaction to be done and prompts customer to enter MPIN to process the fund transfer request (as Screenshot 1.4

Third Party Transfer: Syndicate Bank Fund transfer provides bank customers to transfer fund to different Syndicate Bank Account. Customer selects the Account from where fund should be transferred, provides the amount to transfer and enters the beneficiary 14 digit Account number. The customer has to confirm the beneficiary 14 digit Account number and click Submit button (as shown in Screenshot 1.3). The application will display the summary and prompt to enter M-PIN (as shown in Screenshot 1.4).

2. IMPS Other Bank:

Syndicate bank mobile banking application provided service to bank customer for transferring fund to other Banks’ Account through IMPS (Immediate Mobile Payment Service).



IMPS using Account number and IFSC: Using this option, customer can do fund transfer to other Banks’ Account using Account Number and IFS Code. Customer has to select his account number from which he wants to transfer, enter beneficiary account number, enter beneficiary IFS Code, select beneficiary account type, enter amount and remarks (as shown in Screenshot 2.2). Then he needs to click submit. App provides details of transaction and prompts to enter MPIN. After entering the MPIN, customer gets status of transaction on screen and through SMS also.

IMPS using Mobile Number and MMID: Using this option, customer can do fund transfer to other Banks’ Account using Mobile Number and MMID. Customer has to select his account number from which he wants to transfer, enter beneficiary mobile number, enter beneficiary MMID, enter amount and remarks (as shown in Screenshot 2.3). Then he needs to click submit. App provides details of transaction and prompts to enter MPIN. After entering the MPIN, customer gets status of transaction on screen and through SMS also.

Know Your MMID: Using this option, customer can get his own MMID for the registered account. Customer needs to select his account number for which he/she wants to know his/her MMID and enter MPIN. MMID for that account will be displayed on the screen.

3. Balance Inquiry and Mini-Statement:



Application will display available balance and previous transaction details will start rolling in the box below. To see all details at once, press on the rolling box. All transaction details will be presented as shown in Screenshot 3.4. To go back on home page, touch any mini-statement detail.

4. Requests:

The Request menu provides customer the option to issue Ad hoc statement and Cheque book request.

Ad hoc Statement Request: Using this option, customer can request for Ad hoc statement for selected time-period. To use this service, customer has to press Ad hoc Statement Request button. He/She will be prompted a screen as shown in Screenshot 4.2. He/She has to select his/her account number, start date, end date and enter MPIN. After clicking Submit button, he/she will see status of transactions on the screen.


Screenshot 4.3

Cheque Book Request: Customer can request for Cheque Book by selecting the Account no., number of leaflets and entering m-pin (as shown in Screenshot 4.3). After clicking the submit button, status of request will be displayed on screen.

5. Settings:

The setting section will have following below options:

1. Change Password 2. Change Transaction MPIN

Screenshot 5.1 Screenshot 5.2 Screenshot 5.3

To change password: Customer should click on Change Password button. On next screen, customer must enter their correct Current Password, New Password and confirm New Password. After clicking Submit, customer should see the status of password.

To change MPIN: Enter current MPIN, new MPIN and confirm new MPIN. After clicking Submit button, customer should see the MPIN status.

6. Value Added Services:

This option provides facility of pre-paid Mobile Recharge and DTH Recharge.

Screenshot 6.1 Screenshot 6.2 Screenshot 6.3

Mobile Recharge: To recharge pre-paid mobile numbers, click on Mobile button and app will prompt screen as shown in Screenshot 6.2. Customer should select their account number, Mobile Operator, enter Mobile Number to which recharge is required, amount of recharge and MPIN. After clicking submit button, customer should see the status of recharge. Note: Customer should enter valid amount for recharge. This facility is only for top-up recharge. STVs recharge may not work.

DTH Recharge: To recharge DTH account, customer should click on DTH button and app will prompt screen as shown in Screenshot 6.3. Customer should select their account number DTH Operator, enter Subscriber ID, amount of recharge and MPIN. After clicking submit button, customer should see the status of recharge.

Note: Customer should enter valid amount for recharge.

7. Bills: Utility Bill Payment: Click on the Bills Option and choose profile for One-time registration. Choose option Manage Bills to add new Bills and see already added billers. On generation of new bill option to pay bills will appear in the biller’s list.

8. Cards: Debit Card Hot listing: Click on the card icon for knowing the status, Blocking and permanent deletion of debit cards linked to the accounts. Choose the Debit Card Number from drop down list and click on block card to temporarily block the card. To unblock the temporarily blocked card, click on check status and unblock the card by choosing the card number from the dropdown list. Choose delete card option to permanently delete the card.

8.Mobile Banking through National Unified USSD Platform (NUUP).

This mode of Mobile Banking is available for all customers. There is no restriction on type of handsets for initiating transactions through this mode.

In this mode the customer dials *99#. Mobile banking session will start and

system will display options like:

1. Account Balance

2. Mini Statement

3. Send Money-MMID

4. Send Money-IFSC

5. Send Money-Aadhaar

6. Show MMID

7. MPIN

(1) Generate MPIN (2) Change MPIN

Customers using smartphone can download the *99# app of Syndicate Bank to access the NUUP service. Net connection is not required to use this service.

9. FAQ’s

1. How many accounts can be linked to a single mobile

number? Maximum two accounts can be opened under

one customer ID.

2. Will the system allows the already registered mobile number to

register for account belonging to different Customer ID of the same

customer?

No, One mobile number can be registered for one customer Id, the same

mobile number cannot be registered for any other customer ID.

3. Mobile banking facility can be given to Minor account?

No, Any account opened in the name of a minor or if any minor is a joint

account holder, such accounts are not eligible for mobile banking facility.

4. Inter change of Primary account No.1 and Primary account No.2.

Currently Inter change of Primary account No1 to Primary account No.2

and vise versa is not possible.

However, Primary account No. 1 or Primary account No.2 can be changed

to New account No. which, so far not registered for mobile banking.

5. If a customer wants to change his SIM, does she need to request for new MPIN?

Yes, If customer changes his SIM, (new mob number) he needs to request for new MPIN in writing and submit the same to Branch.

6. If a customer wants to change his/her Mobile Handset but wants to

continue with the same SIM card. What is the procedure to be

followed?

Please follow the below steps in one go:

Step 1. Uninstall the previous application if already installed on mobile handset

Step 2. Install the application again and enter the registered Mobile Number and ACTIVATION CODE received via SMS.

Step 3. You should enter the same MPIN in old MPIN field which you were using earlier. And in new MPIN field, any four digit number should be there. Do remember this new MPIN for future use.

Step 4. On next screen customer can set the login password again. Password must be of minimum 8 characters as per password policy for e.g. Syndicate@1. Do remember this login password for future use.

7. If a customer forgets his MPIN. How he/she will get his/her new MPIN?

1. You can set the new MPIN by dialing *99*55*7*1# from registered mobile number using debit card details.

Or 2. Internet Banking: Customer ServicesMobile Banking

MPIN ResetReset MPIN. Or

3. Customer can request for new MPIN through branch

8. If a Customer entered Login password wrongly for more than 3 times and account got locked or Customer entered MPIN (Transaction Password) wrongly for more than 3 times and MPIN got locked. What is procedure to be followed to unlock the same?

If Login password is locked, Customer may choose the Forgot Password

option provided in the pre login screen of the Application. Application will

validate the last 4 digits of the Primary Account number and MPIN.

If MPIN is locked, Please contact the Branch to unlock the MPIN 9. Customer has forgotten Login Password/Customer has changed his

mobile handset, how to reload the application in the new handset OR The customer has not received SMS containing activation code OR The customer has by oversight deleted the original SMS received.

If login password is blocked or you forgot your login password kindly select forgot password option in the mobile application. Kindly provide MPIN and last 4 digit of primary account no to reset login password.

10. Can customer view his loan account, TD details through Mobile Banking?

No. Only Current and Saving accounts can be viewed through mobile banking. 11. What is MMID?

Mobile Money Identifier (MMID) is a 7 digit number (4 digit bank bin number +

3 digit system generated number). Our Bank Bin number for MMID is 9025.

To do IMPS Interbank fund transfer using MMID one must know the mobile number and MMID of the beneficiary account. Each accounts registered for Mobile banking will have different MMIDs.

IMPS system will identify account number through a combination of Mobile

number and MMID automatically and credit the amount to account. 12. How to know MMID of the registered account?

MMID will be automatically generated by the system when mobile banking user is created. Customer should type the word MMID and send an SMS

9870900876. Customer will receive an SMS containing MMID of the registered account/accounts. MMIs can also be viewed by clocking the ‘Know your MMID’ option available in the Application under Inter Bank Fund Transfer.

13. Is there any limit for amount that can be transferred to other accounts

through mobile banking (Inter-Bank or Intra-Bank)?

Currently fund transfer limit is fixed at Rs.50,000/- per day.

14. If a transaction done through mobile banking fails, what about the

amount already debited to the account? Will it be refunded automatically

or manually it will be reversed?

If it is a failed transaction, then amount will be automatically refunded immediately. If due to any technical fault, it has not happened then amount will be refunded next working day.

If the status of the transactions is unknown, the amount will be refunded

within 5 working days as per guidelines. 15. Are there any charges for availing Mobile Banking services?

As of now there is no charges payable to Bank. However, customer will be charged for SMS/data usage by his Telecom service provider (e.g.: BSNL, MTNL, Airtel etc.) as per his plan/guidelines issued by TRAI from time to time.

<<<< Mobile Banking application form available in the next sheet>>>>

Application for availing MOBILE BANKING Services

[ Please read the terms & conditions carefully before filling up this form]

The Head of the Branch

SyndicateBank _____________________ (Branch)

_____________________ (City)

Dear Sir,

I/we wish to subscribe to the Mobile Banking facility offered by the Bank for my/our following Account/s for which the mode of operation of

the account/s is Single/Either or Survivor/Anyone or Survivor. I/we confirm that for the accounts mentioned below, none of the

account holder/s is a minor.

Name of the customer

Mailing Address

Date of Birth

E-mail

Bank Account Number Mobile Number

(opened under same customer ID) (Only one inland mobile number to be given)

(maximum 2 accounts allowed) (10 digit only ) Do not prefix with 91 or 0 or +

Customer I D :

Declaration I/we affirm, confirm and undertake that I/we have read and understood the Terms and conditions for usage of the Mobile Banking service of SyndicateBank as set forth in http//www.syndicatebank.in and that I/we agree to all the terms/conditions of

applying/availing/maintaining/operating (as applicable) for usage of Mobile Banking service of SyndicateBank as may be in force from time

to time. I/we further authorize SyndicateBank to debit my/our account/s towards any applicable charges for mobile banking service, payable currently or in future. Place:_____________________ Date:______________________ _______________________

(Signature of the customer) FOR BRANCH USE It is confirmed that: · The information provided by the applicant is verified and found correct. · The Mobile banking registration process has been completed (CIM78) as per request. · Mobile Banking facility is flagged positive in the Account Master (CH021) for all accounts opted for by the applicant.

Chief Manager / Sr. Branch Manager / Branch Manager Please Note: No separate Data file need to be sent to CO:DIT. Do not send physical application or fax copy to CO:DIT. Please retain the application form at branch for record purpose. While entering mobile number in CIM78 do not prefix with ‘91’ or ‘0’ or ‘+’

Mobile Banking Guidelines for customers

Documents

Transcript of Mobile Banking Guidelines for customers