FAQs Individual Internet Banking

1. What is meant by IB Individual?

• IB Individual is an electronic banking service provided by CCB Indonesia that allows Customers to conduct banking transactions from their accounts via the internet without having to visit the nearest Branch.

2. Who is eligible to use IB Individual services?

• Individual Customers of CCB Indonesia who have savings and/or current accounts.
• Customers who only have join accounts are not eligible to register for IB Individual services.

3. If the Customer only has a Deposit account, can they register for IB Individual services?

• In principle, yes. However, the Customer can only view or inquire about the Deposit account, as Deposit accounts cannot be used for transactions.

4. What if the Customer’s smartphone number and/or email address is not recorded in the CIF or differs from the data in the core banking system?

• If the smartphone number and/or email address is not recorded in the CIF, or if the information provided by the Customer on the form differs from the data in the core banking system (or such data is not yet available in the core banking system), the internet banking registration process cannot be carried out. The Customer must first update the CIF data by completing a data change form through Customer Service at the Branch, in accordance with applicable terms and procedures.

6.       How can Customers obtain a User ID and Password from CCB Indonesia?

• During initial registration, the Customer will receive an activation code provided by Customer Service at the Branch. Subsequently, the User ID and Password will be sent to the Customer’s registered email address in the CCB Indonesia system.

7.       Can an existing User ID be changed?

• Existing User IDs are permanent and therefore cannot be changed.

8.       Where can Customers register, modify, or terminate internet banking services?

• Registration for internet banking services can be conducted at any Branch. Changes and termination of internet banking services must be carried out at the Branch where the registration was originally completed.

9.       Can a Customer register for internet banking more than once?

• No. If the Customer already has an active IB Individual facility*, they cannot register again, except for re-registration after the previous internet banking facility has been closed.
  *) Active means still registered in the internet banking system, including if the User ID is blocked.

10.   What if the Customer forgets their Password?

• Customers can reset their Password independently without visiting a Branch or contacting the e-Channel Operation Help Desk.
• On the CCBI Individual Internet Banking website, there is a “Forgot Password” feature that Customers can use.
• The reset Password will be sent to the Customer’s email.

11.   What if the Customer enters the wrong Password?

• If the Customer enters the wrong Password three (3) consecutive times during login, the Password will be automatically blocked by the system.
• Reactivation of a blocked Password can be done independently by the Customer using the “Forgot Password” menu in the internet banking system. The activation code will be sent to the Customer’s registered email address.

12.   Where can Customers request to block IB Individual?

• Customers may request blocking of CCB Indonesia IB Individual through any nearest CCB Indonesia Branch or via the e-Channel Operation Help Desk at (021) 566 3809 / (021) 566 8292.
• The blocking request will be verified by Branch officers or the e-Channel Operation Help Desk by asking for Customer data.
• Blocking requests via the e-Channel Operation Help Desk can be made verbally by phone, while blocking requests via a Branch require a written application form.

13.   Where can Customers request unblocking?

• Unblocking can only be done at the CCB Indonesia Branch where the internet banking registration was conducted and cannot be done through the e-Channel Operation Help Desk.
• The unblocking request must be submitted in a written application form signed by the Customer.
• The Branch will verify the Customer to ensure that the unblocking request is made by the rightful Customer.

14.   What is meant by SMS OTP (One Time Password)?

• SMS OTP (One Time Password) is a security code sent by the Bank via SMS to the registered mobile phone number for activation and/or transactions.
• For transaction security, every transaction must be completed with an SMS OTP, which is a one-time password that changes for each transaction.

15.   If a Customer loses their smartphone, can they still use IB Individual services?

• If a Customer loses their smartphone, they must immediately notify CCB Indonesia so that the mobile phone number cannot be misused by other parties.
• The Customer will not be able to use Individual Internet Banking services, as access to features will be locked if activation is carried out using an activation code during a new installation or reinstallation of Mobile Banking and password reset.

16.   If a Customer forgets their email password, can they still use IB Individual services?

• Email is used for sending transaction confirmations and Passwords when a reset is performed. If the Customer forgets their email password, they may still use Internet Banking services for transactions, but they will not receive transaction confirmations via email and will not receive reset Passwords until email access is restored.

17.   Can Customers request a transaction limit different from the limit set by CCB Indonesia?

• No. Currently, all transaction limits follow those set by CCB Indonesia.

18.   Can the Customer cancel transaction?

• Customers cannot cancel transactions that have already been sent/approved, as the Bank processes the instructions immediately.
• For future-dated and recurring transactions, Customers may cancel the transaction provided that the due date has not yet been reached. The latest cancellation is one (1) day before the due date.

19.   For scheduled and recurring transfer transactions, what happens if the transfer date falls on a public holiday or if the balance is insufficient?

• For SKNBI or RTGS transfers, if the selected date falls on a public holiday, the transfer will be executed on the next business day.
• If the Customer’s balance is insufficient on the selected date, the transfer will be canceled by the system.

20.   What if a transaction fails but the Customer’s account has already been debited?

• In such cases, the Customer may contact the e-Channel Operation Help Desk to submit a complaint. The Help Desk officer will record the complaint and forward it to the relevant parties for investigation and resolution. The investigation results will be communicated to the Customer by the e-Channel Operation Help Desk or Branch (KC/KCP) officers.

21.   Will Customers be informed of any changes to services and fees for Internet Banking Individual?

• Any changes to services, tariffs, or fees will be communicated to Customers through accessible media such as email, leaflets or brochures at Branches, or announcements on the CCB Indonesia internet banking website.

22.   Is the the Internet Banking Individual transaction limit the same as the CCB Indonesia ATM card limit?

• No. The IB Individual transaction limit is separate from the CCB Indonesia ATM card limit.

23.   Are Customers required to change their IB Individual Password?

• Customers are required to immediately change their Password if it is known by another party to prevent misuse by unauthorized persons.

24.   What conditions cause CCB Indonesia internet banking services to be terminated?

• When the Customer closes all accounts accessible through internet banking service or upon the Customer’s own request.
• Receipt of a written report from the Customer regarding suspected or known disclosure of the User ID, Password, and Token to unauthorized parties.
• A written request from the Customer to discontinue CCB Indonesia internet banking services, submitted through an application form.

25.   Does IB Individual CCB Indonesia provide e-Wallet Top Up services?

• Yes, IB Individual CCB Indonesia provides e-Wallet Top Up services such as OVO, GOPAY, DANA, SHOPEEPAY, and LINKAJA.

26.   Where can Customers submit complaints related to transactions?

• Customers may submit complaints either to CCB Indonesia Branches (KC/KCP) or through the e-Channel Operation Help Desk at (021) 566 3809 / (021) 566 8292.

27.   If a Customer resets their password in Internet Banking Individual, can they immediately use the feature to add new beneficiary accounts?

• After resetting the password, the feature to add new beneficiary account numbers cannot be used immediately. To reactivate this feature, Customers may contact Customer Service at the nearest Branch or the e-Channel Operation Help Desk.

28.   If a Customer resets their password three (3) times until the account is blocked, what must be done to unblock it, and can the Customer immediately use the add beneficiary feature afterward?

• To use the add beneficiary feature again, the Customer must first unblock the account by visiting the nearest Branch. After unblocking, the Customer may request assistance from Customer Service or contact the e-Channel Operation Help Desk to reactivate the feature.

29.   What conditions prevent Customers from using the add new beneficiary account feature in Internet Banking Individual?

• Customer cannot use the add new beneficiary account feature when they have performed a password reset.

30.   Will internet banking access be automatically closed if the Customer does not log in for one (1) year, similar to the User ID policy?

• Yes, the policy is the same as for the User ID. If the Customer does not log in for one (1) year, internet banking access will be automatically closed by the system. To reactivate it, the Customer must submit a request to reopen internet banking services through Customer Service at the nearest Branch.

31.   Can join accounts with “AND” or “OR” status be used for Internet Banking services?

• Join accounts with “AND” or “OR” status cannot be displayed or registered for Internet Banking services. Individual Internet Banking and Mobile Banking services can only be used for single-ownership accounts. Therefore, if the Customer’s CIF only contains join accounts with “AND” or “OR” status, the Customer cannot use Individual Internet Banking or Mobile Banking services.

32.   What types of outbound fund transfer services to other banks are available (online transfer, SKNBI, RTGS, and BI-FAST)?

• Outbound fund transfer services at CCB Indonesia are divided into two (2) types;

      Immediate Transfer, which is processed and executed instantly at the time the Customer performs the transaction.

      Scheduled Transfer, which is arranged by the Customer to be executed on a specified future date. The transfer will be processed automatically on the scheduled date, provided that the Customer’s account balance is sufficient at the time of execution.

33.   If an Internet Banking User ID is not used for one (1) year, will it be closed by the system? How can it be reactivated?

• If the User ID is not used for one (1) year, it will be automatically closed by the system. To reactivate internet banking services, the Customer must visit the nearest Branch to re-register and obtain a new User ID.

34.   What happens if the Customer does not activate the service within 1×24 hours? Can they request a new activation code?

• If the activation code is not used within 1×24 hours, the code will expire and cannot be used. Customers may request a new activation code, which will have the same validity period of 1×24 hours from the time the new code is issued

35.   Can a password reset be performed without reactivating a blocked password?

• If the Customer performs a password reset, the Customer is still required to submit a request for unblock­ing through Customer Service (CS) to reactivate the blocked access. The unblocking process only serves to restore access to Individual Internet Banking / Mobile Banking and does not change or reset the Customer’s password.

If the Customer requires a password reset, the reset process must be performed independently by the Customer via the Individual Internet Banking or Mobile Banking login page, even if the blocked status has already been lifted.

36.   Will the Customer’s User ID be sent to the registered email address ?

• Yes, the User ID is automatically generated by the system and sent to the registered email address.

37.   What circumstances may cause feature access in the Individual Internet Banking service to be locked ?

• Feature access in the Individual Internet Banking service may be locked if the Customer performs a password reset, as well as during activation using an activation code in the process of a new installation or reinstallation of Mobile Banking.

38.   Are there transaction limits in CCB Indonesia Individual Internet Banking?

• Yes. CCB Indonesia sets maximum limits for financial transactions, both per transaction and per day.

The following are the applicable transaction limits for CCB Indonesia Individual Internet Banking: