A. GENGERAL INFORMATION

1. What is Internet Banking of Indovina Bank (IVB) ?
Internet Banking is a webpage service which allows customers to manage accounts, transfer fund, and do payments through devices that have connected to the internet.

2. What are benefits when using Internet Banking of IVB?
Using Indovina bank Internet Banking, customers have lots of utilities as following:
    + Conveniently: Customers can use Internet Banking service at any time 24/7;
    + Saving: Saving time and cost. Instead of going to transaction offices, customers can make transactions on your computers;
    + Quickly: Transactions are processed instantly; customers do not have to waste time completing one transaction;
    + Safely: IVB security system always check, update annually for ensuring the safeness of customers transactions;
    + Accurately: IVB system will guide customers to use service in detail for preventing unexpected errors when doing transactions.   

3. I want to use Indovina Bank Internet Banking service, what should I do?
To use Internet Banking service, customers need to open current account at IVB. Customers can register online at website https://www.indovinabank.com.vn then we will collect the information to finish your registration or you can get over the counter at any nearby Branches/Transaction offices to register.

4. What are conditions to use Internet Banking service?
Vietnamese or Foreigners regardless of age, gender, religions or regions…are living in Vietnam only need to have computer connected to the internet, opened current account and registered Internet Banking service, so customers can use the service.

5. After registered IVB Internet Banking service, how long can I use the service?
After customers registered Internet Banking service, we will activate the service instantly. When service have activated successfully, IVB system will send registered information to customers’ registered email and mobile phone number.

6. Do I have any help or support when using Internet Banking service?
    + IVB always ready to consult and support customers during the time customers using IVB service when needed
    + When register service, IVB tellers will guide customers steps to register service.
    + When activate service successfully, Internet Banking user-guide will send to registered email. Customers can find more information at website: www.indovinabank.com.vn
    + For any issues related to the service, customers please contact Customer Service Center 24/7 Hotline: 1900 588 879 for support.   

7. When I lost my ATM card can I use Internet Banking service?
In case of losing the ATM card, you can still use Internet Banking. But for ensuring the safeness of your  accounts as well as your benefits, you need to lock your card on Internet Banking or Mobile Banking application immediately then report to the Bank to avoid any risks occurring.  

8. When I do not remember username and log-in password for Internet Banking service, what should I do?
When customers do not remember Internet Banking’s username, please contact Customer Service Center 24/7 Hotline 1900 588 879 or nearby Branches/Transaction Offices to have further support and consult. For the case of forgetting password, Customer can reset password online at the link:
https://ebanking.indovinabank.com.vn/users/system/forgotpwd.jsf

9. When I input wrong password that exceed limit password attempt and my account has been blocked, what should I do?
In situation that customers input wrong password many times (5 times) customers’ accounts will block, please contact nearby Branches/Transaction Offices to unblock accounts.

10. Are there any regulations about the validity period of the Internet Banking password at IVB?
According to the State Bank regulations, for ensuring the safeness of customers’ accounts, customers have to change password after 12 months.

B. USING INTERNET BANKNG SERVICE

1. How many authentication methods to use Internet Banking service?
IVB Internet Banking service provides to customers three authentication methods to authenticate transactions with transaction limit/day as following:

Total transaction limit per day do not exceed the highest authentication method limit

2. What are requirements for using digital signature on my computers?
To use Digital Signature in Internet Banking, your computer has to fulfill requirements:
   + Bkav USB Token or other USB Token licensed by authenticated providers.  
   + Usb Token has plugged in the computer.
   + Having the most recent updated Token Manager software from authenticated providers
   + Computers already installed support Plug-in
   + Support Windows XP SP3 32bits, Windows 7,8,10 32bits or 64bits or upward
   + Optimal display resolution

3. How to install Token Manager Software?
To install BKAV Token Manager, customers follow below instructions:
   1. Plug-in BKAV Token manager into your computer, choose BkavCA Disc, choose BkavCA_setup.exe or download BkavCA at http://bkavca.vn/chu-ky-so/download-phan-mem-chu-ky-so/29;
   2. You follow set up process instructions.
   3. After successfully setting up, running BkavCA Token Manager program then you can see your company name on the software

4. How to activate Digital Signature?
For activating Digital Signature, customers please log-in IVB Internet Banking at https://ebanking.indovinabank.com.vn or IVB website at address https://www.indovinabank.com.vn then login Internet Banking.
   1. Customers access Online transaction on the left menu bar.
   2. After select authentication method by token please click Continue
   3. In the situation that check VNPT-CA Plugin unsuccessful. Customers please download and install Plugin on your computer to use Digital Signature
  4. After installed Plugin on the computer, system will appear list of inactivate Token, customers choose right Token to activate then click Activate  

  5. If it is successful, the program will require to enter PIN; please enter PIN and choose OK. And the digital signature is successfully activated to start using.

5. What is OTP Token?
OTP Token is a security equipment which creates OTP code randomly and this code will change continuously after pressing the button on the front side.

6. When I go abroad, Can I use OTP Token?
Yes. In the situation customers go abroad customers still can use OTP Token to authenticate transaction

7. How long OTP Token can be used?
You can use OTP Token until it is out of battery, its longevity fluctuates from 4 to 5 years. However, your frequency usage also decides its battery life.

8. After such a time, the equipment is out of battery, Can I replace new battery?
Please go to the nearby IVB transaction offices to ask for a new one. Please do not open the equipment for battery replacement, IVB is not responsible for the accident.

9. When I do not want to use OTP Token any longer, do I have to bring it back to IVB?
No, you do not. IVB will not take it back.

10. What can I do when I can’t use OTP Token?
After receiving the OTP Token from IVB’s Teller, please check it by pressing the button on the front side to see whether it creates OTP code or not. If it doesn’t work, IVB will give you a new one immediately.
In case you detect that the OTP Token doesn’t work after leaving IVB transaction office, please contact IVB Customer service center 24/7 via Hotline: 1900 588 879, email: support@indovinabank.com.vn or nearby IVB transaction offices for being supported.

11. After seeing OTP code on the device, I am busy cannot authenticate transaction, what should I do?
The valid time for OTP code is about 30 seconds and OTP code only use one time. After this time, customers please press the button on the device again to get new OTP code.

12. When I lost my OTP Token, what should I do?
Customers please contact Hotline 1900 588 879 instantly for further support and also go to nearby Branches/Transaction Office to request close and register new device.

13. My company has registered authenticated method by 2 OTP Token devices. When authenticate transactions, which order do we authenticate?
When authenticate transactions with more than one level of authentication (2 levels or upward), you do not need authenticate in order you only need to authenticate enough requirement levels and no limit time to authenticate between levels.  

14. Can I use OTP Token for authenticating transactions for my personal and company account?
In case you authenticate transactions for your personal and company account, you need to register 2 separate OTP Tokens.

15. After receive OTP Token, what should I do to authenticate transactions?
When register new devices, if customers decide activating devices by the Bank, Tellers will activate its devices for customers. Whereas customers can do it by yourself by following instruction:
   1.  Log-in into Internet Banking system at address https://ebanking.indovinabank.com.vn or website https://www.indovinabank.com.vn  and log-in Internet Banking service
   2.  Input username, password, security code and press Login
   3.  At Payment category select Online transaction function, choose authenticate by OTP Token method and click Continue
   4.  Select device to activate, input OTP code from the device and click Activate
Noted: OTP code include 6 digits number randomly form the device (OTP will appear when customers press the button on the device). Customers can choose active for one or more at one time.