FAQ TOPICS

• Getting Started
• Passwords
• Account Balances and Statements
• Transfers
• Payments
• Services (Pay orders, Standing Orders, Bank Drafts and Wire Transfers, Repo investments)
• Cheque & Statement related Requests
• Mailbox
• Opening Deposit accounts
• General
• Helpdesk

GETTING STARTED       go back to topics

Is there are fee for this service?

This Internet Banking service is offered to all NDB Bank Personal Banking customers free of charge. For transactions, the usual tariffs will apply.

How can I register?

To register you will need to maintain a Current or Savings account with NDB Bank. Obtain an application form from any of our branches or download from our web site. A physical copy of the form must be sent in to the branch with your signature to enable us to validate your application.

Where are the Terms and Conditions ?

The Terms and Conditions are available on the application form as well as on the web site. It will also appear when you first logon to the service. You will need to accept our Terms and Conditions online when you register.

 

How can I get help with questions I have on the use of NDB Bank Online ?

Help Text on each function is available on the main menu. If you have further queries please contact us on 2448448 ext. 1 for assistance.

How do I log on?

Enter your ‘User ID’ and ‘Password’ in the boxes provided and click on ‘submit’.

When you log-in for the first time, you will be requested to change your existing login/transaction passwords. The single password generated by the bank will initially be accepted as both login and transaction password Remember that the password is case-sensitive and may consist of alphabetic, numerical and non-alphanumeric characters, so you would need to key it in, exactly as shown. (TIP – to avoid making a mistake, you could first type out your password in a word document, check it carefully and then cut and paste it in the password box). Your new passwords should be at least 8 characters in length.

The system checks the ‘User ID’ and ‘password’ and if correct, validates the user to proceed. If one or both are incorrect, a message is displayed, requesting the user to enter the ‘User ID’, ‘password’ again and re-submit. After three consecutive unsuccessful attempts, the system will lock the User ID, for security reasons. If this should occur, please send in a written request to your branch/ account officer, to re-activate your User privileges.

Once a user is validated, the system displays the ‘Welcome’ screen along with the menu options to select from. First-time user will be required to agree to the ‘Terms and Conditions’ before proceeding further, and prompted to change the User Password and Transaction password.

How should I log out?

Click on the ‘Logout’ button at the top of the screen to log out from the system. If a User shuts down the Internet Banking application, without using the ‘Logout’ button, the User ID will be locked out of the system for approximately 15 minutes. It will then be automatically re-set, and the user will be able to log in again.

 

PASSWORDS       go back to topics

What are the two passwords I need ?

The first is a login password, that you will be asked for to login to NDB Bank Online. The second is a ‘Trasaction password’ that you will use to validate transactions such as transfers and payments.

How do I change my Passwords ?

You can change your Password whenever you wish to by going to the 'Change Password' Option on the Services Menu and select the password you need to change. You will have to enter your old password and the new password (twice) in the boxes provided. After entering all the required data, click the "Submit" Button.

What should I do if I lose my Password ?

You would need to submit a written request to your branch of account to request for a new Password. You will be notified when it is ready for collection from your branch.

Can I view all my accounts online?

Once you register for NDB Bank Online, all the accounts that you hold with the Bank that are currently supported by NDB Bank Online will be automatically displayed, except for joint accounts which requires more than one signatory, or accounts you have specifically requested to be restricted. Requests for enabling or restricting your access through NDB Bank online could be made through your NDB Bank Online mailbox.

From what date can I view my account statements?

Account movements since September 2002 can be displayed.

Can I print and / or download my statements?
You can print your statements by clicking on the 'View Printable Page' and ‘Print’ options on your statement page.

TRANSFERS       go back to topics

What are the transfers that I can carry out?

The transfers that you can perform are:
Online:
• From one of your accounts to any of your other accounts
• From one of your accounts to a third party account at NDB Bank (provided your third party account is pre-defined by you.)

Offline requests:
• Transfers to accounts at other local Bank accounts (through SLIPS).

Are there any limits to transfers?

There is no limit to the money you can transact on a day. However, the bank reserves the right to confirm requests for transfers to third parties of over Rs. 100,000 (or equivalent) with the account holder, by phone or email, prior to processing the request. Transfers will only be carried out if the necessary funds are available in the debit account selected.

How do I know that my transaction has been processed?

After you have entered the transfer details and have chosen the type of transfer that you require, you have to click on SUBMIT for processing. You are then shown the details you have entered giving you an opportunity to check them once again. You can confirm or change your instruction at this point. Once you have confirmed your instruction, the screen will display a final Acknowledgement that your transfer has been processed. A unique transaction reference number is displayed for the transaction, which must be quoted if you have any query on the transfer. For transfers through SLIPS, you will be notified through your Online mailbox, once it is processed.

Are the transfers done immediately?

Transfers made to beneficiary accounts within the Bank will be processed immediately. Other transfer requests are subject to cut-off time and may be processed on the same day or by the next working day.

Can I change or delete transfers?

Transfers that were carried out immediately cannot be changed. If you have set up future dated transfers or standing order transfers that are yet to be carried out, you may instruct the bank to cancel the instruction, through your email box.

PAYMENTS       go back to topics

How can I make an utility bill payment?

Click on Payments in the menu and select Utility bills. Choose the utility company required from the drop down list, which will give all the companies you have predefined in your application form. Key in details of the payment and submit.

How can I add another utility company to my list of pre-defined accts?

Send in a mail requesting the change through your secure e-mail box, giving the details of the utility company you need added.

 

SERVICES       go back to topics

How can I request a Pay Order?

You would need to select the Pay Order option under the ‘Services’ menu, to specify the account to be debited, beneficiary details and amount. You can also provide your own short description of payment details that will appear on your statement.

Can I set up standing order instructions?

Click on the Services menu and select Standing Orders. Follow the instructions on the screen to give the necessary details to set up the Standing order.

How can I make international transfers involving Foreign Exchange?

You can transfer money overseas through bank drafts or wire (telegraphic) transfers provided you have a Foreign Currency account accessible via Internet Banking.

How can I request for a Bank Draft or Wire Transfer?

Click on the Services menu and choose the relevant option. To successfully transfer money, you should have the following information:
• Beneficiary Name and Account Number
• Beneficiary Bank Name and Address
• Beneficiary Bank details

INVESTING IN TREASURY BILL/BOND REPOS       go back to topics

How can I invest in a Treasury bill/bond Repo (repurchase agreement) online?

You may request the Bank to place an investment in Treasury bill or bond repurchase agreements online, by transferring funds from an existing account with us. You need to access the ‘Services’ menu option and go to ‘Treasury bill/bond repos’ , choose the term, amount and specify the account to be debited. You will need to make sure that you have enough funds in your account to place the investmnet at the time your request in processed. You will then be asked to confirm the details you have keyed in. After the investment is placed by the bank, an acknowledgement of the investment will be sent to you.

What are the rates applicable?

The current rates are available under ‘View rates’ in the investment screen as well as under the ‘Other Information’ menu option.

 

CHEQUES & STATEMENTS       go back to topics

How do I stop a Cheque issued by me?

To stop a cheque, go to ‘Requests – Stop payment Cheque’ select the account number, enter the Cheque Number (6 digits) and the reason for stopping, and click on the STOP CHEQUE PAYMENT button.. Please note that the usual charge for stopping a cheque will apply.

Is the Stop Cheque instruction immediately carried out?

Yes, the cheque will be stopped with immediate effect.

How can I order a cheque book online?

To order a cheque book, click on ‘Requests’ and select the ‘Order Cheque Book’ option. You will need to select the account number, the number of leaves required, the delivery preference and click the SEND CHEQUE BOOK REQUEST button. You will get an acknowledgement advice on the screen. The usual charges for cheque books will apply.

How can I request a statement to be posted to me?

To request for a statement, click on Requests , and select Statement Request. Select the account number, statement period and delivery instructions and click the SEND STATEMENT REQUEST button.

MAILBOX       go back to topics

How can I receive messages from the Bank?

Click on E-mail and select Inbox to view messages sent by the bank to your secure mailbox.

How can I delete the messages?

Once you have read the message, you have an option to delete the message by clicking on the 'Delete' button.

How can I send messages to the Bank?

To send a message to the Bank, click on Email and select the ‘Send new Mail' button, type in your message, and click the 'Send' button. You will get an acknowledgement on the screen that your message has been sent

Can I change my address recorded with the Bank?

Yes, you can change your personal information by sending an email from your Online mailbox, with the relevant information.

 

OPENING DEPOSIT ACCOUNTS       go back to topics

How do I open a Savings Acct /Time Deposit?

You can request the bank to open a Savings acct /Time Deposit for you, by transferring funds from an existing account with us. You need to go to the menu option ‘Online Application’ and ‘Account opening’. choose the type of deposit, term, amount and specify the account to be debited. You will then be asked to confirm the details you have keyed in. After confirmation, an acknowledgement of the opening of the Deposit will be displayed.

What are the interest rates offered on Time Deposits?

To inquire on the current interest rates offered on Time Deposits, you need to access ‘Other information ,‘Interest Rate’ from the menu options on the screen. The interest rates offered by us for the various terms of deposit will be displayed to you.

GENERAL       go back to topics

How safe is Internet Banking?

Internet Banking uses 128-bit encryption, one of the most advanced technologies available for safeguarding your online banking. Encryption is a process that transforms sensitive information into a string of unrecognisable characters before they are sent over the Internet. Encryption helps provide a secure channel for data transmission to keep information private between the bank's computer system and your Internet browser.

Is this available 24 hours?

NDB Bank Online is available around-the-clock, seven days a week. However, some transactions made after the specific cutoff times will be processed the next working day.

Can I access my accounts when I am overseas?

Yes, you can access your accounts from anywhere as long as you have Internet access with browser such as Internet Explorer or Netscape Communicator/Navigator.

What do I do if my computer crashes, or if I get disconnected from the Internet when I am performing a request?

Once you are back online, check your account balances and statement, to see if any online transactions you may have just performed have gone through, or contact our Helpdesk for assistance.

What should I do if I get the message 'This program has performed an illegal operation'?

You have probably encountered a General Protection Fault. Close and open your browser again. If this does not work, restart your PC and try again.

What should I do if I have a problem connecting to the Internet?
You will need to call your local ISP (Internet Service Provider) to have them look into this problem.

How do I know I am visiting a secure Internet site?

Internet Banking is accessed through a secured Internet site, which helps ensure your financial information remains private and secure. You will know you are at a secured site when you see the https:// in the address field on your browser and the padlock symbol at the bottom of your screen.

How can I check if 128-bit encryption is being used?

For Microsoft Internet Explorer:

Move a mouse over the "security lock icon" at the bottom-right corner. A tool-tip of "SSL secured (128-bit)" should pop-up or

Right-click any text on a page (not on a graphics object) and select "Properties". "Connection" with "SSL 3.0, RC4 with 128-bit encryption (High); RSA with 1024-bit exchange" is shown or

Press "File" in the toolbar and select "Properties". "Connection" with "SSL 3.0, RC4 with 128-bit encryption (High); RSA with 1024-bit exchange" is shown.

For Netscape Navigator:

Security" with "This is a secure document that uses a high-grade encryption key for U.S. domestic use only (RC4, 128-bit)" is displayed if you Press "Security" in the toolbar. Then a "Security Info" window will be displayed and click "Open page info" or

Right-click any text on a page (not on a graphic object) and select "View Info".

What can I do if I find that 128-bit encryption is NOT being used in the Netscape Navigator browser?

• Press "Security" in the toolbar
• Click "Navigator" in the left column
• Press "Configure SSL v3" on the right of "Enable SSL (Secure Sockets Layer) v3"
• Enable all ciphers except "No encryption with an MD5 MAC"

HELPDESK        go back to topics

If you have any queries about NDB Bank online, please call us on 2448448 (ext.1) between 8:30 a.m. and 5:00 p.m. on working days, or call 2591140 or 2885790 between 8:30 am and 8:00 p.m. any day of the week, or send us an email.