HEAD OFFICE

Information Technology Department

Customers 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 customers 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 customers constitution is Individual.

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 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 Banks long
code 9810558585 .
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 MOREmenu 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.

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6. What are features available inBOI-BTM?

No. Channels Feature Category Feature Details

Registration is done by Bank Admin on behalf of
1. Admin User User Registration
user for all 3 channels

2. Rich Client User Related User activation for rich client channel.

For rich client app, login credential will be User ID

3. Rich Client User Related
and MPIN.

4. Rich Client Operative Account List operative accounts

5. Rich Client, Operative Account Balance inquiry

Mini statement /
6. Rich Client Operative Account
Last 5 Transactions
Intra-bank account to account transfers including
7. Rich Client Funds Transfer
scheduled/recurring options. (Third Party)

8. Rich Client Operative Account Show transaction history on operative accounts.

Setting limits for mobile channel by bank admin

Admin User
9. Admin User personnel (Limit Management for fund Transfer).

10. Rich Client User Related Disable mobile banking request.

Person to Person Payments via IMPS using MMID
11. Rich Client IMPS
and Mobile Number
Person to Person Payments via IMPS using IFSC
12. Rich Client IMPS
and Account Number
Rich Client Register MMID, View/Retrieve MMID, Cancel/De
13. IMPS
Register MMID

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
20. Rich Client Loan Account Display loan details
Locate ATM / Branch based on ZIP Code or
21. Rich Client Locator
City/State
22. Rich Client User Related Search transactions and payments done.

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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. Beneficiarys mobile number,
The beneficiary details required for IMPS P2A are:
a. Beneficiary IFSC code,
b. Beneficiarys 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 Banks
long code 9810558585. 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.

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 For Retrieval of MMID:-

Customer needs to type the keyword MMID from Registered Mobile Number and send it to Banks
long code 9810558585. 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.

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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 customers 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 beneficiarys 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.

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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 email to email ID Boi.Starconnect@bankofindia.co.in .

The customer can contact on 1800220229 for any query / assistance.

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