Annexure: Quick Reference Guide for BOI Omni Neo App

No FAQs on Common User Complaints Clarification Solution

Anyone having an Account with BOI with mode of operation as Self, E/s, Fs, A/s, Karta, proprietor.
1 Who can avail Mobile Banking?
Minor/ Self operated minor accounts are not allowed on boarding on the app.
2 App not getting installed on device Device OS not compatible Android 9 or above / iOS 12.0 or above / macOS 11.0 or above.
Can Loan Account holders use Mobile User having ONLY Loan/CC/CD/TD account cannot use the
3 User has to open savings account with an active Debit card to enable transaction rights.
Banking? app
Mobile no used for App registration not linked to the One mobile no may be linked to multiple customer IDs. During registration of the App, the App will
Savings Account/ Customer ID not visible on
4 Savings Account/Customer ID OR Customer ID used for App ask the user to select the Customer ID which the User prefers to use. The App will display all the
the App
registration not linked to that Savings/Current Account. accounts linked to the selected Customer ID.
1. Check if User is using the same mobile no linked to retail customer id for app registration.
User has selected Corporate customer ID for App 2. Mode of operation allowed are Self, E/s, Fs, A/s, Karta etc. except Jointly by all.
"Technical Error: On boarding not allowed"
5 registration OR Discrepancy in customer details in CRM OR 3. Check if the registered Email id has any spaces in it. Please remove the spaces if any.
issue for Savings Account
Incorrect mode of operation 4. On boarding on app is not allowed for Self operated minor account.
5. Check if the Gender & DOB details in customer id are correct.
1. User should have Proprietary Current Account. 2. User should have a Retail Customer ID added in
"Technical Error: On boarding not Allowed"
6 Retail customer Id not linked to Current Account Related Party>HACM in Finacle. For Transaction Rights, User should have an Active Debit Card linked
issue for Current Account
to the same Retail Customer ID. Same mobile no should be linked to savings & current account.
"Technical Error: Unable to reach Server" Check if the User has a stable Internet Connection & try again. If problem persists please share
7 User having an unstable internet connection
Message while using the App Customer ID and Regd Mob no at [email protected] or Call +912240919191
1. If User has already registered the App on other device previously then User has to de-register first
App has already been registered on other device OR Device on previous device. (Go to Profile> Alert & Preferences> De-register).
"Technical Error: Device detail doesn’t match
8 OS not compatible with the App OR Registered mobile no 2. If User changes mobile no in Finacle, User has to register App again using the new mobile no.
with System" in the app
changed by User in Finacle 3.Check if the OS is compatible (Android 9 or above, iOS 12.0 or above) with the app. If problem
persists Branch has to share Customer ID and Regd Mob no at [email protected]
"Technical Error: Unable to reach our system. Insufficient device memory/Network issue/Old version of Update the App to its latest version. Check if the device has sufficient RAM/ROM for using the App.
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Please relaunch" in the app app Further, User may ensure strong network availability while using the app
1.For Savings Account: Check if the debit card linked to the retail customer Id is active in CARDSTAT.
Debit card is inactive/Hot listed OR Debit card not linked to 2. For Current Account: Use the retail customer ID linked to current account (HACM>Related Party)
10 Debit Card not visible in the App
Customer ID and check if the debit card linked to the retail customer Id is visible and active in CARDSTAT. If the
issue still persist, please contact [email protected] for debit card mapping.
Please check if the credit card is linked to the user's retail customer ID. If problem persists please
11 Unable to fetch credit card details Credit card not mapped with linked customer ID
share Customer ID and other relevant details with [email protected].
Unable to open statements downloaded from Password for statement for all types of accounts is the account no for which statement is being
12 Statement is password protected
App downloaded. (Use capital letter for PPF Account no while opening PPF Account statement)
To enable transaction rights in the App, Go to Profile>Security & Privacy>Manager Transaction Rights.
13 Unable to Add Beneficiary/ Initiate Payment User has not enabled Transaction rights on the App If problem persists share Customer ID and Regd Mob no at [email protected] or
Call +912240919191
Unable to transfer to third party with the Please verify beneficiary details. Refer to Point no 11.
14 error "Unable to process please try again Technical error OR Network Issue Also for similar issues please refer to FAQs available on the App. Open App> Go to profile (top left
later" hand corner on dashboard)> Frequently asked questions.
TDR/FDR made in the branch cannot be closed on the new app.
15 Unable to close FD in the app FDR/TDR created in the Branch Only FDR/TDR made on the BOI OMNI NEO/Old BOI app can be closed through the app.

Support Email id: [email protected] Department Email id: [email protected]

 Annexure: Quick Reference Guide for BOI Omni Neo App

No FAQs on Common User Complaints Clarification Solution

16 Unable to use the app Dual/Mock/Simulator/VPN apps Uninstall such Apps. Also, App will not work if the device is rooted/ jailbroken
The App does not allow taking screenshot for security purpose. Also, screen recording/sharing apps, if
17 Unable to take screenshot on the app Disabled while using the app
any, need to be closed before using the App.
18 Unable to fetch CC Account in the App Presently, CC Accounts are not available. CC Accounts will be made available on the app soon.
19 Error: Custom/3rd Party Keyboard being used User has enabled Custom/3rd Party Keyboard App only supports default keyboard in device.
Sim binding is verification of sim used in the device with User has to ensure stable network availability and an SMS pack subscription. User can select sim in
Error in Registration due to sim binding OR
20 mobile no registered with the bank. Therefore, during app any slot or e-sim in any slot of the device. Device will send encrypted silent SMS for verification of sim
Why does device send silent SMS?
registration user has to use mobile data for sim binding. binding process. For Apple users, change default messaging to SMS from iMessage
During App registration, the user has to enable mobile data to verify sim. Thereafter, the app can
21 Error in Registration due to Wi-Fi User device is connected to Wi-FI during registration/log in
work on Wi-Fi.
22 App not visible on Play Store/App Store Device not compatible/ Wrong Country selection Check Point no 2 for compatibility. Ensure that the Country selected on Play Store/App Store is India.
Login issues at a new location or at a new Feature for User security, if the app detects anomalies in The App analyses user behaviour and will ask for additional authentication if it finds an anomaly like
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time period location & regular time of use. change in user location, time of use, high value transactions etc.
If you enter the incorrect Mpin in 3 attempts the app will
What if the App gets blocked due to wrong To change M-pin: Open the App>Select Mpin for authentication>forgot m-pin>Select Authentication
24 get locked for 24 hrs. To unlock the app, User has to
M-pin method>Debit Card>Enter Debit Card details>Verify Card details>Set new M-pin.
register again using debit card details
1. Update the App to the latest Version. 2. Clear App cache. 3. Upgrade the Mobile OS to the latest
25 What if App is working slow Issue due to slow internet/Older version of OS/Old Device version 4. Check if the device has sufficient RAM/ROM for using the App.
The slowness issue will be resolved in the upcoming build of the App
1. Check if User has sufficient balance/ pending SIP/NACH/SI/ Lien amount.
Network Issue OR Mandatory fields to execute transaction 2. Check if the beneficiary details are incorrect. If account is dormant/frozen, user has to approach the
What If a Transaction is may not have been validated with CBS OR Wrong branch for resolution.
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Unsuccessful/Declined beneficiary details OR Dormant/Frozen account OR 3. If transaction limit is exceeded, user can increase transaction limit in app.
transaction limit exceeded User can take action based on error message on the app. If the error still exists, share account details
and other relevant information with [email protected]

27 Unable to Update the App User has opted to Auto-update app on Wi-Fi only User has to opt for Update app over Wi-Fi or Mobile data on their device

User can Go to Profile (left hand top corner)> Complaints & Disputes for resolution,
What If a Transaction is credited to Wrong For transaction through IMPS: [email protected]
28 User entered wrong beneficiary details
beneficiary For transaction through NEFT/RTGS : [email protected]
For transaction through UPI: [email protected]
You can register on the new device with your regular credentials which will automatically deregister
29 How to De-register the App Phone is lost Or New Phone
the application from the lost device.
Open App> Go to profile (top left hand corner on dashboard)> Account & Payment> Set transaction
30 How to set transaction limits in the app
limits.
Only for customers not using debit card and if they enter Customer has to enter correct Aadhar, Pan, DOB, Last 5 transaction in account. If issue still exists,
31 Personal details mismatch
wrong Aadhar, PAN, DOB, transaction details please update all the details in the branch.
App asking for Aadhar/PAN/Last transactions
32 Debit card not be linked to retail customer ID Check if the Debit Card linked to the retail customer ID of the User is Active.
while Registration Process

Support Email id: [email protected] Department Email id: [email protected]