Transactions are temporarily suspended on devices that do not meet security standards.
Recently, Mr. NTT (from Nam Nha Trang ward) was unable to complete a transaction on his mobile banking application. Upon accessing the application, he received a message stating that his mobile device was "jailbroken and not secure." Because he needed to complete the transaction urgently, Mr. T went to a bank branch and an authorized phone store for assistance and was informed that his phone showed no signs of being jailbroken . After being guided by bank staff through some technical procedures, Mr. T was able to use the mobile banking application. In some cases, customers were also unable to complete transactions via phone because their devices did not meet the new security standards or had not been updated to the latest application version. These situations were all handled by the bank branches and transaction offices.
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| A bank employee advises and assists customers on how to secure their mobile banking application. |
This situation occurred for some customers when banks officially implemented Circular No. 77 from March 1st. Accordingly, the Mobile Banking application will automatically stop or refuse to perform transactions such as money transfers, payments, withdrawals, etc., when it detects that the device being used shows signs of security risk. Ms. Le Thi An Thu - Head of Personal Customer Department, BIDV Khanh Hoa Branch, said that the temporary suspension of Mobile Banking only applies to devices assessed as risky, including: operating system interference; activation of risky environments; running emulator apps; or interference by applications other than the official store, modded games, cracked apps, remote control software, etc. Therefore, if customers use genuine phones, do not modify ROMs, and do not install strange APK files, they do not have to worry about transaction suspension. The temporary suspension only applies to devices that do not meet security standards; when switching to a secure device or resolving the risk and reinstalling the official app, the service will function normally.
Enhance communication and customer support.
Before Circular No. 77 came into effect, most banks had announced on their websites, fan pages, and mobile banking applications the cases in which services would be temporarily suspended; they also requested customers to update to the latest version and provided recommendations. However, many customers, especially older customers who are not tech-savvy, easily overlooked these warnings and recommendations. To alleviate customer anxiety when they could not access mobile banking, banks increased the number of staff providing direct support at counters or via hotlines and intensified communication through official channels.
According to representatives from several banks, previously, banks focused on strengthening server-side security. However, nowadays, fraud schemes are increasingly shifting to installing spyware directly on users' phones. Therefore, Circular No. 77 is considered a suitable step to ensure security is applied directly to users' devices. Ms. Nguyen Thi Van, Director of MB Bank's Khanh Hoa Branch Services, stated: "Besides strictly implementing Circular No. 77, the banking system is continuing to invest in upgrading its digital banking platform towards integrating more layers of security and solutions. With a customer-centric approach, MB Bank has deployed an intelligent alert system to identify potentially risky transactions and promptly notify customers when transferring money to suspicious or unsafe accounts.”
Agribank has launched the AgriNotify service – detecting and alerting suspicious or fraudulent accounts on Mobile Banking, automatically alerting customers when a recipient's account shows signs of risk before they transfer money. This helps customers proactively identify fraud risks for safer transactions. From March 1st, the VPBank system automatically displays alerts when it detects suspicious security signs on devices accessing the VPBank NEO, VPBank NEOBIZ, and VPBank NEOBIZ Plus applications. If the risk is not yet resolved, the system will proactively deny access to ensure the security of accounts and transactions…
Along with efforts from the bank, users are advised to update the application from official sources, check the security status of their devices, avoid installing software from unknown sources, and be wary of increasingly sophisticated scams.
MAI HOANG
Source: https://baokhanhhoa.vn/kinh-te/202603/tang-cuong-bao-mat-giao-dich-truc-tuyen-3286c9f/
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