Information
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FAQs Individual Internet Banking
- How do existing customer (customer who already have IB/MB user before 1 May 2015 and never been login after that day) login to the latest Internet Banking?
To experience the new Internet Banking, you need to login with following steps:
- Fill in your User Name with existed 8 digits CommAccess ID.
- Fill in Password. Your password is generated from token response Appli1.
After login successfully, you need to finish following steps:
- Accept new Internet/Mobile Banking T&C.
- Change Password.
- Choose and answer Security question.
After confirmed, you will be prompt to do re-login.
How to re-login:- Fill in User ID with your 8 digits CommAccess ID.
- Fill in password with your new password.
After login successfully, you can change your User Name by go to Services menu and click Change User ID. You can follow the instruction displayed to finish the process.
Tips:
Your new password replaces Appli1 function on Token, therefore to login to your IB/MB you do not require to use Token onward. To validate your transaction you need to use Token response Appli2. - Why do I always failed to login even though you have entered password in multiple times?
Please make sure and re-check the User Name and Password you have entered must be correct.
- How can I check my account balance ?
When you login to your IB/MB, your account balance information displayed on Home screen, including total amount Loan (if any) and Mutual Fund (if any).
If you have multiple accounts and eager to view each balance on those accounts, you can click “Current & Savings” column or you can also view through “account” menu then choose “account summary”.
- I have Mutual Funds, but why does the portfolio is not displayed on IB/MB?
It is caused by the Investment account for your Mutual Fund product is not link to Internet/Mobile Banking. Please visit our branch to register your Investment account to your Internet/Mobile Banking.
- How can I view Monthly Account Statement in Internet Banking ?
You can view and access Monthly Account Statement in Internet banking with following steps:
- Access Accounts menu and choose History CASA Statement
- After History CASA Statement displayed, fill in the column with correct information;
- Account No: Choose account number you wish to display
- Month: The month you wish to display
- Year: The year you wish to display
- If the information inputted has accurate, click “View” button to view transaction history.
- How can I do transfer in IDR to local Bank account from Internet Banking?
To do IDR transfer to local Bank from Internet Banking, please see following steps:
- Go to Transfer menu and choose Domestic Transfer menu
- After transfer screen showed, fill in the column with accurate information;
- User reference: Input User Reference (transfer reference) if needed.
- Source Account: Choose your source account. Click “Play” to view the balance.
- Transfer Methods: Choose transfer method (SKN/RTGS/Real Time)
- Bank Name: choose beneficiary Bank by Clicking Search icon. Scroll Bank list or use ‘Search’ button to search the beneficiary Bank. Click the Beneficiary Bank and then click Select Bank button.
- Bank Type: Choose Bank type (Konventional, Syariah, or UUS (Unit Usaha Syariah)
- Beneficiary Name: Input beneficiary name in beneficiary Bank accurately. Click Search button if you have registered the beneficiary details in Beneficiary Maintenance.
Tips:If you choose Real Time transfer method, the beneficiary name will automatically filled. - Beneficiary Account: Input the beneficiary account in beneficiary Bank (number only, no special character)
- Beneficiary email: You can input the beneficiary email address.
- Transfer Amount: Input the amount transfer
- Transfer Now: Choose this button if you want to transfer in that time.
- If the information inputted has accurate, click Initiate button.
- Re-check displayed verification screen. If there is any details un-match click Modify to revise or Confirm to continue the process.
- Input password received from SMS. (If you are using Token, press appli2 and input challenge code to generate password).
- Click Submit button to validate the transaction.
- How can I do Foreign Currency transfer on Internet Banking?
You can execute the transaction with these following steps:
- 1. Go to Transfer menu, then choose “Foreign Currency Transfer”
- Internet Banking screen will show “Foreign Currency Transfer”, you will be requested to fill in “User Reference Number” or the transfer reference number if required, then choose “Source Account” or your account.
- To display the funds available on account, you can click “Play” button on the right side after the account number field.
- On “Beneficiary Details”, you will be requested to fill in following information:
- Beneficiary Name: you can press “Search” button on the right side of “Beneficiary Name” field: if you have registered the beneficiary maintenance previously.
- Beneficiary Account Number
- Beneficiary e-mail If required
- On “Beneficiary Bank Details”, you are required to tick SWIFT and fill in following information:
- SWIFT Code
- BSB Code: for specific Bank located in Australia
- Move your cursor to below, you will find “Payment Details” and you are requested to fill in following:
- Transfer Amount
- Transfer Currency
- For Deal Code transaction. You have to tick “Deal Code” and fill in your deal code in the next field, then click “Go”. If your transaction do not require Deal Code, you do not require to tick “Deal Code”
- Transfer Now if you wish to do transaction at that time
- Transfer Later if you wish to do transaction on certain date. Choose the transfer date on the next field.
- Below “Payment Details” section, you will find “Other Details” and have to fill in following fields:
- Payment Details 1 (maximum 35 character)
- Correspondence Charge to choose the fee burdened to the selected party
- Below “Other Details”, you will find “Additional Details”. In this part, you have to fill in following fields:
- LHBU Purpose Code
- Document Type
- Tick the statement which stated that you are agree to the terms and condition applied
- If you are confirm to all data inputted, click “Submit” button. Internet Banking screen will display all the data you have inputted.
- If you are agreed and you wish to continue the transfer, click “Confirm” button. If you wish to modify the transfer detail, you can click “Modify” button.
- If you have finished and clicked “Confirm” button, you have to input “Digipass Code” which sent by SMS to your registered mobile phone number or with Appli2 response generanted on your token. Then click “Submit” button and the transaction is ready to be authorized.
- If you want to get E-Receipt, click “E-Receipt” button. Then click “OK” to end the transfer process.
- SWIFT transfer fee changes on Internet and Mobile Banking for AusStudent account.
Following are the information regarding the SWIFT fee changes for customer own AusStudent account who transact via Internet Banking and/or Mobile Banking to beneficiary account located in Australia:
Transaction Media Effective Date Changes SWIFT Transaction Fee Internet Banking and Mobile Banking 1 May 2015 upto 21 May 2015 Customer will be charged with SWIFT transaction fee in amount of Rp.25.000, however the fee will be credited back to customer’s account by the end of month. Internet Banking and Mobile Banking 22 May 2015 onward Customer will be charged with SWIFT transaction fee in amount of Rp.25.00. Branch No Changes Free of Charge if the balance of AusStudent account comply the applicable minimum balance. In addition to SWIFT transfer, customer will be remain burdened extra fee of USD 15 for Value Today and USD 20 for Full Amount based on term and condition applied.
- I fail to change my new Internet Banking password, what should I do?
Please make sure you are following the right steps to do first login. If you still have problem in accessing new Internet Banking, please contact Call Commbank 1500030 (24 hours)
- I received security system notification, can you suggest what should I do?
Security system notification, usually pops up if you have input the wrong user ID or password.
Please do clear cache on your browser then wait 15 minutes and relogin.
If your still have problem in accessing Internet Banking please contact your nearest Branch or contact Call Commbank 1500030 (24hours) - What is the difference between SKN, RTGS, and RealTime transfer method?
SKN is the external transfer method with IDR currency to other local Bank and require 6 hours in approximate time to process the transfer. The minimum fund transfer is Rp.100.000 per transaction. The fee charged for this method is Rp.2.500 per transction.
RTGS is the external transfer method with IDR currency to other local Bank and require 3 hours in approximate time to process the transfer. The minimum fund transfer is Rp.100.000.001 per transaction. The fee charged for this method is Rp.15.000 per transction.
Real time is the external transfer method with IDR currency to other local Bank with real time credited to beneficiary account. The minimum fund transfer is Rp.50.000 per transaction. There is no fee charged for this service. - What is the function of multiple windows?
The new Internet Banking has ability to open multiple windows at once (max 5 windows) to make you easier to access multiple transactions at one time or postpone one transaction because you have to execute other more important transaction without having to start from the beginning.
- Why does User ID blocked? What is the solution?
User ID can be blocked because of several things:
- You have entered 5 times the wrong User ID or Password.
- You did an imperfect steps to login. For example, while you access the first time login through Mobile Banking and unfinished the steps, you move your access to Internet Banking.
The solution:
Visit our nearest branch and bring along your token and ID. Don’t forget to tell your reference number to branch staff for faster follow up. Your reference number displayed on screen will inform you that your User ID is blocked.
Tips:
Please make sure that you have done the login steps in one channel, for example you can start in Mobile Banking or Internet Banking. Please do not change the channel if you have not finished the steps. - Why does Token devices locked? What is the solution?
Your Token is locked due to several things:
- You have entered the wrong PIN Token.
- When your User ID is locked, the token will automatically locked.
The solution: Visit the nearest branch and bring the token, ID, and ATM card.
- How can we display registered beneficiary maintenance?
You can display registered beneficiary maintenance with following steps:
- Go to Transfer menu then choose Beneficiary Maintenance
- Input beneficiary criteria by choosing type of transaction on “Transaction Type” field, then click “Search”
- Internet Banking screen will show the referred record.
- To Show the beneficiary details, click on refer record name.
Tips:
You can specify the searching criteria by fill in one or more of the columns provided in Beneficiary Maintenance screen.
- How can we modify or delete the registered beneficiary maintenance?
You can modify or delete the registered beneficiary maintenance with following steps:
- Please follow the steps mention on poin 15
- Tick record field you are wish to modify/delete
- Click “Delete” or “Modify"
- How can we add beneficiary maintenance?
You can add beneficiary maintenance with following steps:
- Go to Transfers menu, then choose Beneficiary Maintenance
- Choose transaction type you wish to add to the registered beneficiary column on “Transaction Type”, then click “Create Beneficiary Template”.
- After “Add Beneficiary” screen displayed, you have to fill in the details of beneficiary that you wish to add:
- Beneficiary Name
- Beneficiary E-mail
- Beneficiary Account
- Transfer Methods
- Bank Name
- Bank Address
- Check the beneficiary details that you wish to add and please make sure you have fill in correctly, especially the mandatory column with remark * or **, after that please click “Add”.
- Your Internet Banking screen will show the confirmation screen.
- To show beneficiary confirmation screen have created successfully, you need to click “Confirm”.
- How do existing customer (customer who already have IB/MB user before 1 May 2015 and never been login after that day) login to the latest Internet Banking?
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Security Tips
- Simple steps to ensure your safety banking experience
For your safety and convenience while banking with our Internet and Mobile Banking facility, please always be cautious and wary of things or acts, such as “phishing” which conducted by irresponsible group of people.
Phishing is an illegal action to get personal information such as User ID, PIN, account number, and/or ATM card number and use it in purpose of fraud and criminal action.
Phishing can be done in several ways, for instance:
- Using a fake email address to request account data with reason of repair / upgrade the system or verification reasons.
- Using a fake website that is similar to the official website of the Bank Commonwealth.
- Send a filling form to gather customer’s data such as ID details, PIN, account number, and/or ATM card number.
- An unauthorized request to “Synchronize Token” while logging in to Internet Banking or Mobile Banking
To make sure your account and transactions are always safe from Phishing, here are several tips to prevent the activity:
- Always visit official website of Bank Commonwealth by directly typing www.commbank.co.id on browser’s address bar. Do not click any link attached to unofficial email on behalf of Commonwelath Bank.
- Make sure that you have updated anti-virus and spyware and always do routine system scanning.
- Never share your PIN or password through email, phone, or SMS to anyone (including one who identified himself as authorized bank’s employee).
- Never be tempted to do “Synchronized Token”
- If you receive suspicious email, call, or SMS on behalf of Bank Commonwealth, do not hesitate to phone Call Commbank 15000 30 to verify.
- Avoid using shared wi-fi connection while using Internet or Mobile Banking.
- Using ATMs
Let us be aware of ATM frauds and be alert of its warning signs by understanding this ATM skimming info.
What is ATM skimming?
ATM skimming is when someone illegally copies your account details from the magnetic strip on your credit or debit card when you use an ATM. Card skimming can also happen when you use EDC machine while doing payment on a merchant.
The fraudster then uses your details to create a fake or ‘cloned’ card. In most cases, they use the fake card and PIN to withdraw money from an ATM either within Indonesia or overseas.
How do skimming devices work?
For ATM skimming, a fraudster attaches:
- Skimming device over the card entry slot to capture your card details, and
- Camera to see the keypad and capture your PIN.
For EDC skimming, the fraudster captures your card details and PIN by replacing a genuine EDC device with a tampered device which looks and works like a normal EDC device.
EDC skimming is difficult to detect and will not be identified until we, or you, find irregular transactions on your account.
What is the Bank Commonwealth doing to protect customer’s account from ATM skimming?
We take card skimming very seriously and use leading edge technologies that:
- Monitor ATM machine 24 hours and detect if someone has attached a skimming device to an ATM. If so our Security will immediately go to the location to completely check the ATM machine and ensure the skimming device is found,
- Monitor and analyze your transactions 24 hours a day. If a suspicious transaction is found, then one of our fraud analysts will contact you to confirm the transaction and prevent any further losses.
We also constantly monitor both local and international fraud trends to make sure we are aware of the latest scamming developments.
Warning signs — what should customers look out for?
You can identify warning signs indicating ATM skimming through these:
- Does the ATM look like it normally does – can you see any unusual additions, marks or physical changes?
- Are there any signs that someone has tampered with the ATM? Please be alert when you see any glue residue, exposed wires, pieces of double-sided tape, etc.
- You notice something suspicious about the card slot on an ATM (e.g. an attached device).
- A shop assistant takes your card out of your sight to process your transaction.
- A shop assistant asks you to swipe your card through more than one EDC machine.
- You notice unusual or unauthorized transactions on your account statement.
If you notice any of these warning signs, DO NOT do any further transaction and contact Call Commbank 15000 30
- Debit cards
- Ensure the amount transaction on EDC machine is accordance to your amount of transaction.
- Keep your debit card in sight during a transaction and try not to let your card out of your sight when making a transaction.
- Cover your hand when entering your PIN to the EDC machine.
- Check receipts against statements carefully. Contact the Bank immediately if you find an unfamiliar transaction
- Transaction receipts should be kept secure. Store your statements, receipts and financial documents safely and destroy them, preferably using a shredder, when you dispose of them.
- Cut expired cards through the magnetic strip and/or chip when replacement cards arrive, because the magnetic strip equipped customer data electronically that must be immediately destroyed.
- If any activity during the transaction concerns you, please contact us immediately by visiting our nearest branch or calling our Call Commbank at 15000 30.
- Passbooks
- Keep in a safe & secure place.
- Don't give your passbook to another person.
- Never pre-sign withdrawal forms.
- Immediately notify the Bank if your passbook has been lost or stolen by contacting our nearest branch or calling our Call Commbank at 15000 30.
- Creating a secure password
In order to do transaction either from ATM / Internet Banking / Mobile Banking Bank Commonwealth, Here are some tips to protect your PIN:
- Change your PIN regularly to avoid unauthorized party to access your account. You can change your ATM PIN through Bank Commonwealth ATM Machine and please find how to change your Token PIN in Token.
- Please ensure that you do not tell anyone regarding your ATM or Token PIN.
- Please avoid using same PIN number for all of your financial transaction purposes either through ATM or Internet Banking.
- Do not use your User ID number as your PIN number
- Please avoid using PIN number according to your birthday date or sequential numbers (123456) or repetition numbers (33333).
- Do not write down your PIN number on paper or any other media that could be read by others such as on computer hard disk or your cellular phone. It is better to memorize it than to write it down. Our staff would not ask for your PIN number, even more to have your confidential information shared through unsecured media such as e-mail. Please be aware of e-mail asking your confidential data related to your Account number / User ID / Card Number / PIN number.
- Check your account regularly and please contact Call Commbank soon if you notice any suspicious activity from your account and change your PIN.
- Mobile phone security tips
Mobile phones offer you the convenience of managing your share portfolio, transferring funds and completing your everyday banking needs wherever you are. It is important to remember that you should be cautious about how you use your mobile, and that, just like a computer, your mobile needs to be kept secure to protect you from identity theft or fraudulent transactions.
Some simple security steps you should take include:- Use the official CommBank mobile application and log out after every session
- For Android User, customer is able to download the application through Play Store by searching “Commbank ID” .
- For iPhone/iPad user, download the Bank Commonwealth Mobile Banking Application through Appstore by searching “Commbank ID” then download the application to your mobile phone.
- Bank Commonwealth Mobile Banking Application equipped with Security Socket Layer to ensure your safety, but we recommend you to have appropriate anti-virus/spyware software installed on your mobile phone.
- Never allow application or files to be installed from unknown sources particularly on smartphones/tablets
- Avoid using public networks such as Wi-Fi networks to complete your online trading or banking transactions
- Only do your banking transactions via wireless hotspot if you are certain of the integrity of connection
- Set up a password or passcode on your phone or tablet and keep it locked when you’re not using it. Ensure that only you have access to the password or passcode.
- Delete any old messages which may contain information from financial institutions
- Be aware of people looking over your shoulder when entering your Token PIN when using Mobile Banking Application.
- If you receive a suspicious text messages regarding your account, please contact CommBank immediately to confirm its authenticity
- Do not respond to text/email or phone requests to provide your Client Identification Number and/or password
- If you sell your phone/tablet or give it away, make sure you complete a factory reset to clear all your content from it.
- If your phone is stolen, tell your provider straight away to block the number. You should then change any passwords for online accounts you access through your phone as soon as possible.Keep your profile contact details up-to-date so that we can contact you if we suspect any suspicious activity on your account.
- If you lost your Token please contact Bank Commonwealth through Call Commbank at 15000 30.
- Internet Banking security tips
Some simple security steps you should take include:
- Avoid using unprotected PC or public terminals such as cyber cafes.
- Never leave PC unattended when on internet banking in public place.
- If you visit a website through your mobile or tablet and the URL looks suspicious, close it down straight away. Please be aware that the link to Bank Commonwealth internet banking starts with HTTPS (Hypertext Transfer Protocol Secure) for secure communication over a computer network.
- Never reply to emails or any the telephone to anyone (including reasons identifying themselves as Bank personnel) asking for your password or PIN
- Visit Bank’s website by typing the URL into the address bar and not by clicking a link in an email
- Log off and close your browser when you have finished using internet banking
- Ensure you have an up-to-date anti-virus and spyware program and perform regular scan system
- Protect your Token including your username and password
- Immediately notify the Bank if your Token has been lost or stolen by contacting our nearest branch or calling our Call Commbank at 15000 30.
- How to clear cache click here
- Simple steps to ensure your safety banking experience