IMP - Popularising Resetting of Internet Banking passwords / On-boarding of

Internet Banking through Online using Debit Card by the Customers

From: MMS [email protected]

To: BranchGroupAll [email protected]
Cc: National Banking Group [email protected], ZO Group
[email protected], ZO Marketing Group [email protected], GOD
[email protected], ZO IT Group [email protected], Training Center
[email protected], Rajesh Jageshwar Prasad Dahayat
[email protected], Internet Banking
[email protected]
Date: Fri, 15 Mar 2024, 12:26

िप्रय महोदय / महोदया,

Dear Sir/Madam,

As we are aware, our Bank has a great thrust on popularizing Digital Products in the Digital era today. The
Internet Banking base of our Bank is growing day by day. To provide ease and better customer service,
Our Bank has already implemented functionality for Online Registration of New users/Reset/Unblocking of
IB passwords which can be done online through an Active Debit Card and Registered Mobile Number in
Internet Banking.
However, we have analyzed that in spite of online facility available for users still most of the branches
are following the traditional process of enrolling customers by entering record through Finacle. This
records are manually uploaded and downloaded by Our team and this will take 5-7 working days for
printing and dispatching of passwords at customer’s communication address. In some cases, pin
mailers also are returned due to insufficient address available in CBS with remark person not located
etc. resulting in more customer complains, dissatisfaction among customers, loss of business and
reputational loss on our part.
The benefits of online IB functionality must be properly leveraged by our Branch staff. They should be
fully aware of the online IB features available. It could help bridge the gap between traditional and digital
banking. This can also reduce printing costs, save manpower, increase efficiency, and enhance
customer satisfaction.

The stepwise procedure along with the screenshots of new functionalities incorporated in our Internet
Banking is mentioned below.

New User Registration:

I. Customer will visit Bank of India website and navigate to Retail Internet Banking

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 home page. Further, user will click on option “New User” for online enrollment in
Internet Banking.
II. On the first screen, customer will be required to enter Account Number along
with Registered Mobile Number and select the facility wish to avail from
dropdown (View Only or View & Transaction). Captcha will be displayed on this
screen which will be entered by customer in the provided text-box.
III. Upon clicking “Continue”, system will validate with CBS (Finacle) the mobile
number entered by the customer is available in given account number as
provided by customer. System will also validate the Captcha and user will be
navigated to next screen.
IV. Next screen will display first factor authorization i.e. SMS OTP. System will
generate an OTP and send it on customer’s registered mobile number along with
OTP ID. Customer will enter the OTP received through SMS on screen and click
on “Continue”. System will validate the OTP & navigate user to next screen.

Process flow for New User Registration:

Go to IB home page à Select New User Tab àSelect Facility (view & txn) àEnter Account
number àEnter Registered Mobile number àEnter OTP àEnter Debit card details àSubmit ‘I
agree button’ àSet New Login password àNow login into IB with User id (Customer id will
be user id) àThen set Txn Password.

Note: In Online IB Enrollment Customer id will be User id and account will be visible on next
working day.

For “View Only” facility user:

a. System will display the “Agreement-cum-Indemnity” for Internet banking usage. Customer is
required to go through the same and click on “I Agree” if acceptable.
b. On accepting the “Agreement-cum-Indemnity”, customer will be asked to set fresh login password.
On clicking “Submit”, Internet Banking enrollment will be successfully completed for the customer.
Screen will display the reference number, account number, customer name, facility and Internet
Banking User ID (Customer ID/CIF ID will be assigned as default internet banking User ID).
c. User will be able to login to Internet Banking instantly using their User ID and login password.
On First successful login, Terms and Conditions will be displayed. Customer has to click on
“Agree” to proceed with further usage of internet banking. On clicking “Agree”, system will display
the Internet Banking dashboard for “View Only” User.

For “View & Transaction” facility user:

a. After SMS/email OTP successful validation, system will navigate to Second Factor Authorization
screen where customer will enter following Debit Card Details - First Four Digits of Debit-
cum-ATM Card, Last Four Digits of Debit-cum- ATM Card, Debit-cum-ATM Pin & Debit-
cum-ATM Card Expiry Date.
b. System will authenticate the Debit Card Details. Upon successful validation of debit card
details, the “Agreement-cum- Indemnity” for Internet banking usage will be displayed to
customer. Customer is required to go through the same and click on “I Agree” if acceptable.
c. On accepting the “Agreement-cum-Indemnity”, customer will be asked to set fresh login
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 password. On clicking “Submit”, Internet Banking enrollment will be successfully completed for
the customer. Screen will display the reference number, account number, customer name, facility
and Internet Banking User ID (Customer ID/CIF ID will be assigned as default internet
banking User ID)

Unblocking of passwords through Forgot password option:

Customer will visit Bank of India website and navigate to Retail Internet Banking home page. Further,
user will click on option “Forgot Password” button displayed on IB dashboard. On the next screen user
has to enter Internet Banking User ID and Account Number and click on Continue. After clicking on
continue OTP will received on registered mobile number along with OTP ID. User has to enter OTP and
click on Submit button. System will validate the OTP and redirected to the next screen where debit card
details needs to be filled. After successful authentication of debit card details, next screen will appear
with below mentioned options. Customers can easily Unlock his USER ID, set Login Password and
acknowledge the transaction password.
1) Unlock User ID
2) New Login Password
3) Acknowledgement of Transaction password

Process flow:

Visit IB Home PageàSelect Forgot Password Option à Enter User Id & Account Number à Enter
OTP à Enter Debit Card Details à Select Option For Unblock /Reset Login Password / Txn
Password Acknowledgement.

Please guide all the customers who are requesting internet banking facilities to use the above
procedure. With the help of Debit Card and OTP authentication, we empower users to reset, unblock,
and acknowledge their passwords on their own.
However, this functionality is available for Retail customers only; corporate customers have to visit the
branch for unblocking and regeneration of their passwords.

Please mail to Internet Banking [email protected] , Phone numbers LL- 022-

6917 9635/ 6917 9636/6917 9637/6917 9631 for any queries regarding New user Registration,
Reset/Unblocking of passwords through Debit card and OTP.

धन्यवाद एवं सादर,

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Thanks & Regards,
सुिमत कुमार/ Sumit Kumar
प्रबंधक/ Manager
इं टरनेट बैंिकंग/ Internet Banking
िडिजटल बैंिकंग िवभाग /Digital Banking Department
प्रधान कायार्लय-मुंबई/ Head Office-Mumbai
Ph. No. | दू रध्वनी : 022-69179635/69179637

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