1. What is Mobile Banking CCB Indonesia?
   • Mobile Banking is an electronic banking service provided by CCB Indonesia for individual customers, enabling them to perform banking transactions from their accounts via the Mobile Banking application on a smartphone 24 hours a day without the need to visit a CCB Indonesia Branch Office (KC) or Sub-Branch Office (KCP).

2. Who is eligible to use CCB Indonesia Mobile Banking?
   • Individual (personal) customers of CCB Indonesia who have a savings account and/or a current account.

3. How can Customers register for Mobile Banking CCB Indonesia using an ATM card?

To obtain the Mobile Banking service through ATM card registration, Individual Internet Banking customers must:

• Download the CCB Indonesia Mobile Banking application from Google Play Store or App Store.
• Open the CCB Indonesia Mobile Banking application.
• Select the preferred language.
• Request an activation code.
• Enter your User ID and Password, then press the Continue button to proceed with the registration process.
• Receive the Mobile Banking activation code sent via SMS to the Customer’s registered mobile phone number (the registered mobile phone number must match the phone number recorded in the Customer’s CIF in CCB Indonesia’s core banking system).
• Enter the activation code received via SMS until the notification “OTP successfully validated” appears for verification.
• After successful OTP validation, create a Mobile PIN (MPIN) and reconfirm the Mobile PIN for transaction security, then press OK.
• Re-enter the User ID and Password, then press the Login button.
• Agree to the Mobile Banking Terms and Conditions.

4. If a Customer has activated Mobile Banking, does the Customer need to register again to obtain CCB Indonesia Individual Internet Banking services?
   • No, The Customer does not need to register again to obtain Individual Internet Banking services. Once the Customer has activated Mobile Banking, the Customer will automatically receive Individual Internet Banking services as well.

5. What are the steps to activate CCB Indonesia Mobile Banking through Customer Service (CS)?
   • Download the CCBI Mobile application from the Play Store or App Store.
   • After the CCBI Mobile application is installed on the mobile phone, tap the CCBI Mobile application icon to activate the service.
   • Select the preferred language.
   • The Customer selects the activation menu, enters the User ID received via email, and checks the captcha verification.
   • Send the verification SMS according to the specified format and mobile service provider.
   • After the verification notification is successful, create a new Mobile PIN and reconfirm it.
   • The Customer will then be prompted to enter the User ID and password, after which the Customer may tap the “Login” button to access Mobile Banking.

6. If a Customer has more than one account, does the Customer need to register for Mobile Banking for each account?
   • No. The Customer only needs to register once, as all of the Customer’s account portfolio will be displayed in Mobile Banking.

7. What should a Customer do to ensure security during transactions?
   • Always keep the User ID, Password, and MPIN confidential.
   • Do not create Passwords or MPINs that are easy to guess, such as the Customer’s name, date of birth, repeated numbers, place of birth, etc.
   • Never share your User ID, Password, or MPIN with anyone, including CCB Indonesia staff, as CCB Indonesia will never ask for your User ID or Password.
   • Do not provide your email address or email password (registered for Internet Banking services) to anyone, including CCB Indonesia staff.
   • Regularly change your Password and MPIN to prevent them from being known by others.
   • If the Customer suspects that their User ID, Password, or MPIN has been compromised, the Customer must immediately contact CCB Indonesia through a Branch Office (KC/KCP) or the e-Channel Operation Help Desk. CCB Indonesia will then temporarily block the Customer’s Mobile Banking service and perform verification and identity confirmation according to applicable regulations.

8. Will the Customer receive a User ID for activating CCB Indonesia Mobile Banking?
   • Yes, the Customer will receive a User ID via email if the activation is done through Customer Service (CS).

9. Can an existing User ID be changed?
   • The User ID follows the existing Individual Internet Banking (IB) User ID, is permanent, and cannot be changed. To change the User ID, the Customer must close the existing CCB Indonesia Mobile Banking and Individual IB services, and then register again.

10. Can Customer activate Mobile Banking more than once?
    •     A Customer can activate Mobile Banking on more than one smartphone device. However, the Customer cannot log in on multiple devices simultaneously; they can only log in on the most recently activated device. The previous device will no longer be active and cannot be used by the Customer.
    •    If the Customer's smartphone is lost, damaged, or replaced, to use the Mobile Banking application, the Customer must install the Mobile Banking app on the new smartphone and then follow the Mobile Banking activation procedure again (see point 5 above).

11. What happens if a Customer enters the wrong Password?
    • The Customer can reset the Password themselves via CCB Indonesia Mobile Banking.
    • The Customer must enter the following information: mobile phone number, username, email address, mother’s maiden name, and captcha.
    • If the information entered is correct, the Password reset will be successful, and the new Password will be sent to the Customer’s email address.
    • The Customer can then log in using the new Password.
    • The Customer’s Password will be blocked if the wrong Password is entered 3 times.

12. Where can a Customer block Mobile Banking?
    • Help Desk e-Channel Operation CCB Indonesia

The Customer can contact the Help Desk e-Channel Operation by phone at (021) 5663809 – (021) 5668292, available 24 hours a day, 7 days a week.

• Branch (KC/KCP)

The Customer can visit the branch (KC/KCP) in person to request a Mobile Banking block during business hours.

13. Where can a Customer unblock their account?
    • Unblocking can only be done at the branch (KC/KCP) and cannot be done through the Help Desk e-Channel Operation. This is because the Customer must fill out an unblock request form and have their data verified before the unblock request is processed. This measure is to prevent unblocking by unauthorized persons.

14. What is an MPIN?
    • MPIN is a security code created by the Customer during the first Mobile Banking activation.
    • MPIN consists of 6 (six) digits.
    • MPIN is a confidential code known only to the Customer and must not be shared with anyone, including CCB Indonesia staff and the Help Desk e-Channel Operation.
    • For security, do not create an MPIN using easily guessed numbers, such as your date of birth, year of birth, phone number, consecutive numbers, or repeated digits.
    • MPIN is used as an additional security measure when the Customer conducts financial transactions via Mobile Banking.

15. What should a Customer do if they forget their MPIN?

If the Customer forgets their MPIN, they must reinstall the Mobile Banking application.

• The Customer should uninstall the Mobile Banking app from their smartphone.
• The Customer should download the CCB Indonesia Mobile Banking app again.
• The Customer requests an Activation Code by entering their User ID and Password.
• Click the “Continue” button, and the activation code will be sent via SMS to the mobile phone number registered in the Mobile Banking system.
• Once the activation code is received via SMS, follow the instructions until the notification “OTP successfully validated” appears for verification.
• After OTP validation is successful, create a new Mobile PIN and confirm it for transaction security, then press OK.
• Enter the User ID and Password again, then press the “Login” button.
• The Customer reads and agrees to the Mobile Banking Terms and Conditions.

The Customer can then use CCB Indonesia Mobile Banking again. However, access to some features may be locked. To reactivate these features, the Customer can contact Customer Service at the nearest branch or call the Help Desk e-Channel Operation at (021) 566 3809 / (021) 566 8292.

16. What should a Customer do if their smartphone is lost? Can they still use Mobile Banking?
    • If the smartphone with the Mobile Banking app installed is lost, the Customer can replace it with a new smartphone and reinstall the CCB Indonesia Mobile Banking app.
    • After reinstalling the app, the Customer must reactivate the CCB Indonesia Mobile Banking service.
    • For security reasons, the Customer must immediately contact the branch office or the Help Desk e-Channel Operation so that CCB Indonesia can temporarily block the Mobile Banking service before reactivation.

17. What if a Customer forgets email password? Can they still use Mobile Banking?
    • The email is used to receive notifications for transactions made via Mobile Banking, to receive a new Password if the Customer performs a Password reset, and for activation through Customer Service (CS) Admin.
    • The Customer can still conduct transactions on Mobile Banking; however, they will not be able to view transaction notifications sent by CCB Indonesia to their email.

18. What types of CCB Indonesia Mobile Banking services are currently available?

Currently, the available services are :

• Account information
  • Account Portfolio Information (including account balance, loans, and deposits)
  • Account transaction history (mutations)
  • Transaction history conducted via e-Banking
• Fund transfer (within the limit set by Bank CCB Indonesia)
  • Transfer between CCB Indonesia accounts
  • Online transfer to other banks
  • BI-FAST Transfer
  • Transfer via SKNBI
  • Transfer via RTGS
  • Transfer to CCB Indonesia Virtual Accounts
• Purchase
  • Prepaid Mobile Credit
  • PLN Electricity Tokens ( Prepaid)
  • Data Packages

Other payment types will be added in the future.

• Payment
  • PLN postpaid (Postpaid and Non-Electricity Bills)
  • Postpaid mobile for all operators
  • Telkom payments
  • Internet payments
  • Credit card payments
  • KAI (train tickets)
  • MPN (state revenue payments)
  • Subscription TV
  • BPJS Employment
  • BPJS Health
  • PDAM (water utility)
• e-Wallet Top - Up
  • OVO
  • GOPAY
  • DANA
  • SHOPEEPAY, 
  • LINK AJA

• QRIS Bank CCBI
• Location Information
  • CCBI ATM Locations
• CCBI Branch / Office Location 
• Message
  • Inbox Messages
  • Notifications
• Admin
  • Change Password 
  • Change Mobile PIN (MPIN)

19. Are there charged fees for transactions in Mobile Banking?
    • Non-financial transactions such as checking account balance and transaction history, transfers between CCB Indonesia accounts, and QRIS payments are free of charge.
    • However, certain types of transactions are subject to fees by CCB Indonesia, including online transfers to other banks, SKNBI transfers, RTGS transfers, BI-FAST transfers, and e-Wallet top-ups.
    • All fees charged to the Customer will be displayed at the time the transaction is made.

20. Are there transaction limits in CCB Indonesia Mobile Banking?
    • Yes. CCB Indonesia sets maximum limits for financial transactions, both per transaction and per day.

    The following are the transaction limits in CCB Indonesia Mobile Banking:

    Transaction type	Limit
    	Min. per trx	Max. per trx	Max. Daily trx
    Overbooking IDR	IDR 1	IDR 100 mio	IDR 300 mio
    Overbooking USD	USD 1	USD 3,500	USD 7,000
    Overbooking SGD	SGD 1	SGD 4,500	SGD 9,000
    Overbooking CNY	CNY 1	CNY 20,000	CNY 40,000
    Overbooking AUD	AUD 1	AUD 5,000	AUD 11,000
    Overbooking EUR	EUR 1	EUR 3,000	EUR 6,000
    Overbooking GBP	GBP 1	GBP 3,000	GBP 5,000
    Overbooking HKD	HKD 1	HKD 27,000	HKD 55,000
    Overbooking JPY	JPY 1	JPY 500,000	JPY 1,000,000
    Overbooking MYR	MYR 1	MYR 15,000	MYR 30,000
    Online Transfer (IBFT)	IDR 10,000	IDR 25 mio	IDR 300 mio*
    SKN-BI	IDR 10,000	IDR 100 mio
    RTGS	>IDR 100 mio	IDR 300 mio
    BI FAST	IDR 10,000	IDR 50 mio
    Purchasing	IDR 1	IDR 1 mio	IDR 5 mio
    Payment	IDR 1	IDR 10 mio	IDR 20 mio
    QRIS	IDR 1	IDR 10 mio	IDR 25 mio
    Top Up e-Wallet	IDR 10,000	IDR 1 mio	IDR 5 mio

                           *Total amount of Limit Transaction per day for Online Transfer (IBFT), SKN-BI, RTGS and BI-FAST

21. Can a Customer request a different transaction limit from the one set by CCB Indonesia?
    • No, currently all limits follow the limits set by CCB Indonesia 

22. Can a Customer cancel a transaction?
    • If the Customer has approved the transaction by entering their MPIN, the transaction cannot be canceled.
    • If the Customer has not yet entered their MPIN, the transaction can still be canceled.

23. If a Customer’s transaction fails but their account has been debited, what should they do?
    • In such cases, the Customer can contact the Help Desk e-Channel Operation to submit a complaint. The Help Desk e-Channel Operation staff will record the Customer’s complaint and forward it to the relevant parties responsible for the type of transaction for investigation and resolution. The results of the investigation will be communicated to the Customer, either by the Help Desk e-Channel Operation staff or by the branch (KC/KCP) staff.

24. Why does the message “You are logged in on another device” appear when using CCB Indonesia Mobile Banking?
    • This message indicates that the Customer is still logged in on another device, which could be the CCB Indonesia IB Individual platform or another smartphone.
    • If the Customer is sure they have logged out from other devices and suspects that someone else is using their User ID and Password, they should immediately contact CCB Indonesia (branch office or Help Desk e-Channel Operation) to block the Mobile Banking and Internet Banking services.

25. Must a Customer be a CCB Indonesia account holder to register for CCB Indonesia Mobile Banking?
    • To use the transactional banking features, the Customer must be a CCB Indonesia account holder who has already opened an account.

26. As a CCB Indonesia Mobile Banking user, can a Customer still be served at a CCB Indonesia branch?
    • Yes. CCB Indonesia Mobile Banking users can still receive services at CCB Indonesia branches (KC/KCP), both for Mobile Banking assistance and for other banking transactions according to the services available.

27. Which devices or smartphones can be used to access the CCB Indonesia Mobile Banking app?
    • Customers must use an Android or iOS (iPhone) smartphone to access CCB Indonesia Mobile Banking. The minimum technical requirements for smartphones that can run the Mobile Banking app are available on the Play Store and App Store.

28. How can a Customer ensure that a QRIS is safe to scan?
    • Customers should develop the habit of using QR payments and verifying accuracy each time they make a payment. When downloading a QRIS payment application, Customers should only use an authorized PJP (Payment Service Provider) application according to the instructions provided by each PJP. 
      PJP applications have security features to help detect and prevent fraudulent transactions to fake merchants. After scanning the QRIS, Customers must check that the merchant displayed in their payment app matches the merchant name shown on the QRIS label. Once the payment is successful, the Customer will immediately receive a payment notification, and the merchant will also receive a notification.

29. Are there any additional fees for making payments using QRIS?
    • There are no additional fees for Customers when making payments via QRIS.

30. What should a Customer do if they encounter a problem with a QRIS payment?
    • If a Customer experiences a problem with a QRIS payment, they should first contact the goods or service provider, or reach out to the Help Desk e-Channel Operation.

31. What is the maximum deposit value guaranteed by LPS?
    • The maximum deposit value guaranteed by LPS per Customer per Bank is IDR 2 billion. 

32. What is the LPS guaranteed interest rate?
    • Information on LPS guaranteed interest rate can be accessed here. 

33. If a Customer resets their password in Mobile Banking, can they immediately use the feature to add a new beneficiary account?
    • If a Customer resets their password in Mobile Banking, they cannot immediately use the feature to add a new beneficiary account. This restriction is part of the system’s security measures.
      The same applies in other situations, such as when the Customer replaces their device or reactivates their account, where certain transaction features are temporarily restricted. To reactivate these features, the Customer can contact Customer Service at the nearest branch or call the Help Desk e-Channel Operation at (021) 566 3809 / (021) 566 8292.

34. If a Customer’s Mobile Banking account is blocked due to entering the wrong password or repeatedly resetting the password, what should they do? Can they immediately add a new beneficiary account after access is restored?
    • If a Customer’s Mobile Banking account is blocked due to entering the wrong password or repeatedly resetting the password, the Customer must visit the nearest branch to unblock the account.
      
      After Mobile Banking access is successfully restored, the Customer cannot immediately use the feature to add a new beneficiary account. This restriction also applies in other situations, such as device replacement or account reactivation, as part of the system’s security measures.
      
      To reactivate the feature for adding a new beneficiary account, the Customer can request assistance from Customer Service at the branch or contact the Help Desk e-Channel Operation at (021) 566 3809 / (021) 566 8292.

35. What conditions prevent a Customer from using the feature to add a new beneficiary account in Mobile Banking?
    • A Customer cannot use the feature to add a new beneficiary account in Mobile Banking under certain conditions related to account security, including:
      • After resetting the password,
      • After changing the device (logging in on a new phone),
      • After reinstalling the Mobile Banking app,
      • After reactivating Mobile Banking.

36. If a Customer does not log in to Mobile Banking for 1 year, will their Mobile Banking access be blocked?
    • If the Mobile Banking facility is not accessed for 1 year, the account will be closed. To reactivate it, the Customer must visit the nearest branch Customer Service to open a new Internet Banking facility and request the reactivation of Mobile Banking.

37. Can a joint account with “AND” or “OR” status be used for mobile banking services?
    • A joint account with “AND” or “OR” status cannot be displayed or registered in Internet Banking services. Individual Internet Banking and Mobile Banking services can only be used for single ownership accounts.

38. What types of outgoing money transfer services to other banks are available, whether via online transfer, SKNBI, RTGS, or BI-FAST?
    • Outgoing money transfer services to other banks at CCB Indonesia are divided into two types:
      • Immediate Transfer, which is a transfer processed and executed immediately when the customer conducts the transaction.
      • Scheduled Transfer, which is a transfer scheduled by the customer to be executed on a specific future date. This transfer will be automatically processed by the Internet Banking system once on the selected date, provided that the customer’s account balance is sufficient at the time of execution.

39. If a Mobile Banking User ID is not used for 1 (one) year, will the User ID be closed by the system? How can it be reactivated?
    • If a Mobile Banking User ID is not used for 1 (one) year, the customer’s User ID will be automatically closed by the system. This automatic closure may also occur under similar circumstances, such as no activity in Individual Internet Banking for a certain period, as part of the system’s security policy.
      
      To resume using Mobile Banking services, the customer must visit the nearest branch to re-register and obtain a new User ID, which will allow the Mobile Banking facility to be reactivated.

40. What happens if a customer does not activate within 24 hours? Can they still request an activation code?
    • If the customer does not use the activation code within 24 hours, the code will expire and cannot be used. The customer can still request a new activation code, which will have the same validity period of 24 hours from the time the new code is issued.

41. Can a password be reset without reactivating a blocked password?
    • No. If a customer’s Mobile Banking access is blocked, the customer must first request the unblocking through Customer Service (CS) in order to regain access.
      Unblocking does not change or reset the customer’s password. After the account is unblocked, if the customer still needs to reset the password, the password reset must be carried out independently through Mobile Banking.

42. 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.

43. What factors can cause feature access in Mobile Banking services to become locked?
    • Feature access in Mobile Banking can be locked as part of the system’s security mechanism under several conditions, including:
      • The customer performs a password reset.
        Specifically for Mobile Banking, feature locking can also occur during:
        • Activation using the activation code during the installation process on a new device,
        • Reinstallation of the Mobile Banking application.
        These restrictions are temporary and are intended to protect the security of the customer’s account.

1. Does CCB Indonesia sell or share Customers’ personal data with other parties?
   • No. CCB Indonesia does not sell, exchange, or share Customers’ personal data with other parties. This is in line with the applicable Privacy Policy of CCB Indonesia Mobile Banking.