Customer User Guide

Version 2.0

Document updated on 08/03/22

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BOAweb – Customer User Guide V 2.0

Summary

1. Internet Banking BOAweb – Key Features ........................................ 3

2. First connection to BOAweb .............................................................. 4
3. Activating multi-factor authentication (MFA) .................................... 9
4. Reset Password................................................................................. 13
5. Secret questions and secondary e-mail address ............................ 14
6. Change Personal Information........................................................... 20
7. Create a New Beneficiary.................................................................. 21
8. Standing Orders ................................................................................ 24
9. Bulk Payments................................................................................... 31
10. Domestic funds transfer ................................................................... 38
11. International funds transfer .............................................................. 45
12. Cheque Book Order .......................................................................... 52
13. BOA Express Money Transfer .......................................................... 56

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1. Internet Banking BOAweb – Key Features

The key features of BOAWeb are available in three parts :

Account Inquiry
 View account balances
 View end of day balances
 View detailed transaction movements - List of transactions on accounts
 Search and Download: Search for transactions on accounts and download statements
in CSV, XLS (Excel) and PDF formats

Funds Transfer
 Domestic funds transfer with the possibility of adding a new beneficiary
 International funds transfer with the possibility of adding a new beneficiary
 International funds transfer with the possibility to attach supporting documents
 Beneficiary management (secure addition of a new beneficiary)
 Signing of payments (for multi-signatory business customers)

Personal Settings
 My accounts (Information about my account settings)
 My personal data (email address, mobile phone number, address)
 My security details
 Change my password
 Multi-factor authentication

Services
 Cheque book request
 BOA Express Money Transfer

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2. First connection to BOAweb

2.1 Subscription to BOAweb

i. Go to your BOA branch or contact your Relationship Manager to fill in the BOAweb
application form.
ii. You will receive an e-mail notification from BANK OF AFRICA containing your user
name and a link to connect to the portal and set up your password. The e-mail is
sent to the address that you indicated the BOAweb application form.

Important :
 The link received via e-mail can only be used once and is valid for 24 hours. In case you
face any difficulties, kindly contact your Relationship Manager.

2.2 Password set-up

i. Click on the link received by e-mail and enter the following information in the
password set-up screen:
 Account number: The last 7 figures of one of your account numbers. To find it,
please refer to your account statement.
 User name: Provided in the e-mail sent by the bank
 New password: 6-digit combination
 Password confirmation: Same 6-digit combination as above

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ii. Click on “Confirm”.

iii. You will receive an e-mail confirming the successful setup of your password.

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2.3 Log in with your username and password

i. After you have completed the previous step, you will immediately be redirected to
the log-in page.

ii. Enter your username and newly created password and click on “Log in”.

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2.4 Acceptance of the General Terms and Conditions

i. All first time user are required to read and accept the general terms and conditions.
To accept, check the box besides “I accept the BOAweb terms and conditions” and
then click on “Continue”.

2.5 Telephone number update

i. The last step consists of updating your telephone number on the portal if you had
indicated an updated number in the application form. Select your country, enter
your mobile telephone number, confirm it and then click on “Confirm telephone
number”.

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ii. You can now view your accounts and freely navigate the portal.

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3. Activating multi-factor authentication (MFA)

To ensure reinforced security while using BOAweb, it is advisable to activate multi-factor
authentication. MFA is a security system that enables you to verify your identity by
requiring multiple credentials. In the case of BOAweb, in addition to your username and
password, it would enable you verify your identity using a one-time code generated by a
multi-factor authentication application.

For funds transfers, the bank has set threshold amounts above which MFA is mandatory
for Enterprise customers. For more information on the specific threshold amounts defined
by your respective bank, click on “Find out more” after logging in to BOAweb.

i. Download Google Authenticator or Microsoft Authenticator from Google Play (for

Android users) or App Store (for iOS users) on your mobile device.
ii. If you haven’t yet activated MFA, once logged in to BOAweb, a notification will appear
on your screen prompting you to do so. Click on “Find out more”.

iii. Read the information on reinforced security and then click on “Activate multi-factor
authentication”.

iv. Follow the instructions to complete configuration of Google Authenticator or Microsoft

Authenticator on your mobile device and activate MFA :

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 Open the Google Authenticator / Microsoft Authenticator application that you

downloaded onto your mobile device.
 In the application, go to the option that enables you to add an account. The
application proposes two methods to add the account – Scan QR code or Enter a
setup key. Select “Scan QR code”.
 Scan the Quick Response Code (QR code) that is displayed on your BOAweb
screen. This QR Code is associated to your user account. You will only need to
scan this once to complete the setup.

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 Enter the 6-digit code generated by Google Authenticator / Microsoft

Authenticator in the field just below the instructions on BOAweb.

 Click on “Activate”.
 MFA has now been enabled for your BOAweb user account.

For further guidance, watch the video here.

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Important :

 You must enter the code immediately otherwise it will expire after 30 seconds. You would
then have to use the new code shown on the app within 30 seconds.
 In case of difficulty or failure to log in, you will need to contact your Account Manager to
provide further assistance.
 With each new log in, you will need to get a new code from Google Authenticator / Microsoft
Authenticator.
 You will also be required to generate a 6-digit code to approve funds transfer transactions.
 In case you change your mobile device, re-install the Google Authenticator / Microsoft
Authenticator application on your new mobile device and request a fresh QR code via the
BOAweb portal.

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4. Reset Password
i. In the event of a forgotten password, navigate to the log in page of the BOAweb portal
and click on “Reset password”.

ii. Enter your username to receive the instructions on how to reset your password.

iii. You will receive an e-mail from the bank with instructions on how to reset your
password.

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5. Secret questions and secondary e-mail address

In an effort to reinforce the security of BOAweb, customers will be required to define
security questions and a secondary e-mail address. These additional security measures
will be useful in the following use cases.

 Secret Questions
a. Password change – When changing your password, you will be required to
answer one of the security questions that you had initially defined, in addition
to the usual procedure.
 The portal will randomly select one of the security questions
 You have only 2 attempts to answer the question, after which you will
be automatically logged out and your account suspended
 To reactivate your account, you will have to go to your branch

b. Password reset - When resetting your password, you will be required to

answer one of your security questions in addition to the usual procedure.
 The portal will randomly select one of the security questions
 You have only 2 attempts to answer the question, after which you will
be automatically logged out and your account suspended
 To reactivate your account, you will have to go to your branch

c. Deactivation of multi-factor authentication (MFA) - When turning off the multi-

factor authentication on the portal, you will be required to answer one of your
security questions in addition to the usual procedure.
 The portal will randomly select one of the security questions
 You have only 2 attempts to answer the question, after which you will
be automatically logged out and your account suspended
 To reactivate your account, you will have to go to your branch

 Secondary E-mail Address

a. In the event that your main e-mail address is changed, you will receive a
notification to that effect on your secondary e-mail address.
These new security measures have been activated for BOA – TANZANIA customers only
at the moment.

5.1 Define your secret questions

i. After logging in to the BOAweb portal, you will automatically be required to define
your secret questions.
ii. Fill in the 4 fields:

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 Important date in the past – Enter an important date in the past

 Secret sentence – Define a secret sentence of your choice, made up of a minimum
of 3 words and 10 characters
 Secret questions – Select a secret question from the drop-down list. You can also
create your own secret question by checking the box titled “Define my own secret
question” and enter the question.
 Secret answer – Enter the answer to your secret question

5.2 Define your secondary e-mail address

i. Enter your secondary e-mail address and click on “Save”.

ii. An e-mail notification is sent to your mail e-mail address informing you of a
confirmation code sent to your newly added secondary address.
iii. Check your secondary address to get the confirmation code. Enter the code in the

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portal to confirm the addition of the address and click on “Save”.

iv. The addition of the secondary e-mail address is confirmed.

5.3 Edit your secret questions

i. Click on the drop-down list on your user name.

ii. Go to ”My security “.

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iii. Click on the edit icons highlighted in red in the screenshot below to edit the details.

iv. Important date – Enter the current date in the first field followed by the new date in
the next field. Enter your password to validate and click on “Save”. In case you do
not remember the current date, click on “I don’t remember the previous value”, then
enter the code sent to your main e-mail address.

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v. Secret sentence - Enter the current sentence in the first field followed by the new
one in the next field. Enter your password to validate and click on “Save”.

vi. Secret question - Enter the current question in the first field followed by the new one
in the next field. Enter your password to validate and click on “Save”.

vii. Secret answer - Enter the current answer in the first field followed by the new one in

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the next field. Enter your password to validate and click on “Save”.

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6. Change Personal Information

This allows you to modify user-specific personal data e.g.
 E-mail address
 Cell phone number
 Physical and postal Address
 Language

Important:
Enter all required information to complete the update.

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7. Create a New Beneficiary

Beneficiaries must be created on the portal before executing funds transfers.

i. Go to the “Funds Transfer” menu and select “Manage beneficiaries”.

ii. Click on “+” then “Add a new beneficiary”.

iii. Fill in the fields in the “Create New Beneficiary” form and click on “Save”:
 Transfer type – Select the type of transfer from one of the following options :
Domestic transfer and International transfer
 Country – Select the country from the drop-down list

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 Account number – Enter the account number of the beneficiary

 Bank code (BIC) - Select the BIC from the provided list
 Bank name – Select the name of the beneficiary’s bank from the drop-down list
 Bank code – This field is filled in automatically once you select the bank name
 the name of the bank branch from the drop-down list
 Branch code – This field is filled in automatically once you select the branch
name
 Beneficiary name – Enter the name of the beneficiary
 Physical address - Enter the beneficiary’s physical address

iv. Enter the last 4 digits of your mobile phone number and then click on “Receive the
code” to receive it by SMS.

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v. Enter the verification code received by SMS to confirm creation of the beneficiary
and then click on “Confirm my beneficiary”.

vi. The creation of the beneficiary is confirmed.

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8. Standing Orders
In the BOAweb application, it is possible to create, modify or cancel a domestic or
international or an account-to-account standing order.

8.1 Create a standing order

Users can create the following types of standing orders:

 Domestic or
 International or
 Account to account (accounts within the same bank)

iii. In the “Funds Transfer” menu, select the desired transfer type, for instance
"Domestic funds transfer".

iv. Fill in all the fields of the funds transfer form:

 Beneficiary
 Account to debit
 Currency
 Amount
 Transfer fee details
 Reason for transfer

v. Check the "Set as a Standing Order" checkbox

vi. Fill in the additional fields for the Standing Order:

 First due date – indicates the execution date of the standing order. This date is
usually equal or superior to the initiation date.

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 End date – indicates the end date of the standing order. It is strictly superior to
the date of the first due date.
 Frequency – indicates the frequency of the transfer: daily, weekly, bi-weekly,
monthly, bi-monthly, quarterly, half-yearly, and yearly.

vii. Confirm the creation of the standing order by clicking on "Create a new funds
transfer".

viii. The standing order created is available at any time and can be viewed by clicking
on “Standing orders” in the dropdown list of the “Funds Transfer” menu".

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8.2 Sign a standing order

This step allows you to sign the following types of standing orders:
 Domestic or
 International or
 Account to account

NB: The standing order is automatically cancelled by the system if it is not signed within 6
days after the set up date.

i. In the “Funds Transfer” menu, select "Standing orders" and search for the transfer
to be signed. The transfers awaiting signatures have the status “Awaiting
signature”.

ii. To sign the transfer, click on the "Select" button and then “Sign”. The predefined
signature matrix rules will be applied accordingly.

iii. After the signature, the status of the transfer changes to “Signed". The possible
actions on a signed standing order transfer include:
 Show – to view the details of the transaction
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 Cancel – to cancel the standing order

 Suspend – to suspend the standing order
 Skip next occurrence – to skip the next occurrence of the scheduled standing
order

iv. In the transfer history, the user can view the next scheduled due dates for all
standing orders.

NB: If the first due date is equal to the creation date of the standing order:

 The first due date appears in the "Signed" section and the standing order is sent to
the bank for execution

 The next due date is displayed in the "Scheduled" section.

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8.3 Edit a standing order

A standing order amendment is only possible on created transfers that have not been
signed. While Corporate customers can only amend the amount field of the transfer, Retail
customers can amend all the fields of the transfer.

8.4 Suspend/Resume a standing order

A user can suspend a signed standing order at any time by clicking on the “Suspend”
action of the targeted transfer.

In this case, all due dates are suspended and are therefore not sent to the bank for
execution.

The user can activate the standing order by clicking on the “Resume” action.

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The next due date reappears in the list of scheduled transfers.

8.5 Skip the next occurrence of a standing order

Users can skip the next due date for a standing order.

i. Click on the “Funds Transfer” menu and select “Standing orders”

ii. Click on “Skip the next occurrence” on the targeted standing order

The status of this standing order then changes to “Skipped”

The skip will only apply to the next due date and will therefore not executed. After this due
date, the next one will be scheduled.

Users can also unskip the next due date of a skipped standing order transfer by clicking on
“Unskip next occurrence”.

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8.6 Cancel a standing order

The cancellation feature of a standing order can be accessed by any user from the
"Standing orders" menu.

i. Go to “Funds Transfer” and click on “Standing orders”

ii. Look for the targeted transfer, click on “Select” and then on “Cancel” and confirm
the operation
iii. The status of the transfer changes to “Cancelled” and consequently, all due dates
are cancelled.

A cancelled standing order cannot be activated; the user would have to create a new one.

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9. Bulk Payments

The BOAweb application provides Enterprise customers (SME and Corporate) the
possibility to create, delete or cancel a bulk payment. This feature enables the execution
of several funds transfers at one go.

9.1 Access the bulk payment menu

i. Log in to BOAweb, navigate to “Funds Transfer”, and then click on the “Bulk
Payment” menu.

The bulk payment screen will appear with the title “History of bulk payments”.

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9.2 Create a bulk payment

i. To create a new bulk payment, click on the “Add a New Bulk Payment” menu icon
(refer to screenshot above). The “New Bulk Payment” screen opens.

ii. Provide the following information on the “New Bulk Payment” screen:
 Download a CSV template – Provides a comma separated value (CSV) file
template to capture bulk payment details.
 Download an EXCEL (XLSX) template – Provides an Excel file template to
capture bulk payment details.
 File reference – Fill in your internal reference for the transaction.
 Bulk payment file (CSV, EXCEL) - Search for and upload the bulk payment file
in CSV or EXCEL format onto BOAweb.
 Attachment – If desired, upload a document in Word format with details of the
operations.
 Consolidated statement – You can view the bulk payment transaction in a single
line on your bank statement instead of multiple entries that make up the bulk
payment. This is selected by default in the “Consolidated statement” check box.
 Confidential information – You can also hide or allow viewing of the details of the
bulk payment transaction from users that are non-signatories. The option to
hide the details is checked by default, meaning that all details of the transaction
will be hidden from the non-signatories to the transaction.

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iii. Verify the details on the following screen and click on “Confirm”. However, if the
details are incorrect, click on “Cancel” to correct the transaction or to simply put an
end to the transaction.

iv. The transaction is confirmed successfully and the status changes to “Verified
Transfer”. You will receive an e-mail notification prompting you to sign the transfer.
On the “History of bulk payment” screen, the uploaded file is displayed with the
status “Verified Transfer”. Select the transaction entry to confirm.

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9.3 Sign a bulk payment

The signatory can sign the bulk payment transfers depending on the mandates
defined during application for the service. There are 2 ways to access the bulk
payment transaction awaiting a signature:

a. From the "Funds Transfer" menu, click on "Sign Transfers" and select the
transaction that you want to sign
b. Or from the "Funds Transfer" menu, click on "Bulk Payment" and on the
"Payments to sign" tab, select the transaction that you want to sign

i. After having selected the transaction that you want to sign, verify once again the
transaction details displayed on the summary screen and click on “Sign”.

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ii. Enter your password and click on “Sign”.

iii. The transaction is signed successfully. The green point in the “Sign the transfer”
section signifies the success of the signature.

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NB :
a. If you reject the transfer by clicking on "Reject this transfer", enter the reason for the
rejection and click on "Confirm". All signatories of this transfer in your company will see the
reason that you have indicated.

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b. By clicking on "Delete", the transfer is deleted and is no longer displayed on the transfer
list. You cannot delete the transaction once it has been signed.

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10. Domestic funds transfer

This feature enables users to initiate domestic funds transfers, attach supporting
documents and sign the transfers.

10.1 Initiate a domestic funds transfer

vii. Log in to BOAweb, navigate to “Funds Transfer” and select “Domestic funds
transfer”.

viii. Fill in the fields in the “Domestic funds transfer” form and click on “Create a new
funds transfer” :
 Transfer type – Select the type of transfer from one of the following options :
Electronic Funds Trasnfer, Real Time Gross Settlement and Internal Transfer
 Beneficiary – Select the beneficiary from the drop-down list
 Debit account – Select the account to debit from the drop-down list
 Currency - Select the currency
 Amount – Enter the amount you would like to send to the beneficiary
 Transfer date – This field is filled in by default, usually the date of initiation of the
transfer
 Detail of charges – Indicate the party to whose account the transfer fees will be
charged
 Description - Enter the description of the transfer, usually the reason of the
transfer

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ix. The transfer is created successful.

 If you don’t have a supporting document to attach, click on « Continue » to sign and
validate the transaction.
 If you want to attach a supporting document, refer to step 9.2 of this user guide.

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10.2 Add a supporting document

i. To add a supporting document:

 Select the reason of the transfer from the drop-down list
 Upload the supporting document in the “Supporting document” field
 Click on “Add document”

ii. The document is added successfully.

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To add more documents, repeat step i and click on “Add document”.

iii. Click on “Continue” to sign the transfer.

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10.3 Sign a domestic funds transfer

i. Verify the information on the summary screen that follows. From this screen, you
can either delete or update the transfer, or click on “Sign” to complete the
transaction.

ii. Enter your password and click on “Sign”.

iii. If the password is correct, the transaction is sent to the bank for processing.

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11. International funds transfer

This feature enables users to initiate international funds transfers, attach supporting
documents and sign the transfers.

11.1 Initiate an international funds transfer

i. Log in to BOAweb, navigate to “Funds Transfer” and select “International funds

transfer”.

ii. Fill in the fields in the “International funds transfer” form :

 Beneficiary – Select the beneficiary from the drop-down list
 Debit account – Select the account to debit from the drop-down list
 Currency - Select the currency
 Amount – Enter the amount you would like to send to the beneficiary
 Transfer date – This field is filled in by default, usually the date of initiation of the
transfer
 Detail of charges – Indicate the party to whose account the transfer fees will be
charged
 Description - Enter the description of the transfer, usually the reason of the
transfer

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iii. The transfer is created successful.

 If you don’t have a supporting document to attach, click on « Continue » to sign and
validate the transaction.
 If you want to attach a supporting document, refer to step 10.2 of this user guide.

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11.2 Add a supporting document

i. To add a supporting document:

 Select the reason of the transfer from the drop-down list
 Upload the supporting document in the “Supporting document” field
 Click on “Add document”

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ii. The document is added successfully.

To add more documents, repeat step i and click on “Add document”.

iii. Click on “Continue” to sign the transfer.

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11.3 Sign a domestic funds transfer

i. Verify the information on the summary screen that follows. From this screen, you
can either delete or update the transfer, or click on “Sign” to complete the
transaction.

ii. Enter your password and click on “Sign”.

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iii. If the password is correct, the transaction is sent to the bank for processing.

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12. Cheque Book Order

This feature enables users to request for cheque books using BOAweb.

All Retail and Business (of single user profiles) customers have automatic access to this
feature on the user interface. Business customers with multiple-user profiles would have to
contact their Relationship Managers at the bank to request for activation of this feature.

12.1 Request for a cheque book

i. Log in to BOAweb, navigate to “Services” and then click on the “Cheque book
request”.

ii. Fill in the fields in the cheque book request form:

 Account - Select the account to which the cheque book(s) will be attached
 Number of cheque books – Indicate the number of cheque books desired
(maximum of 2 cheque books per order)
 Number of leaves – Indicate the number of leaves per cheque book (options : 25
and 50 leaves)
 Cheque book type – Select the type of cheque book desired (options : Crossed
and Open)

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iii. Click on “Save”.

iv. Verify the information captured in the summary screen that follows before validating
the request.

v. If the information is correct, click on “Validate”. If there is an error in the information

captured, click on “Edit” to correct it.
vi. Click on “Save” followed by “Validate” on the summary screen. If necessary, you
can delete the request by clicking on “Delete”

NB: A validated request cannot be edited or deleted

vii. Once you have validated the request, you will receive a confirmation by e-mail from
the bank.

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12.2 View cheque book requests

i. After validation of the request, you are led to the “Track requests” screen where you
can view all requests.

ii. You can also access this screen by clicking directly on “Track requests” from the
“Services” menu.

iii. Indicate the search criteria in the fields provided:

 Request type – Select “Cheque book request”
 Requested on – Choose the date of the creation of the request
 Processed on – Choose the date in which the request was processed by the
bank
 Status – Indicate the status of the request ; the options are : Validated, In
progress, Rejected and Processed

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iv. The list of requests is displayed based on the search criteria.

v. Click on “Show” in the “Actions” drop-down list to view the details of the request.

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13. BOA Express Money Transfer

The BOAweb portal allows for the domestic and international transfer of funds via BOA
Express. For now, this feature is only possible for customers in the WAEMU (West African
Economic and Monetary Union) zone and in the DRC BOA Group network.

13.1 Initiate a BOA Express Money Transfer

i. Select “BOA Express” from the “Services” menu.

ii. Click on “New transfer”.

iii. Fill in all the fields in the BOA Express form:

 Account to debit
 Reason for transfer
 First name and surname of beneficiary
 Money transfer destination country (Beneficiary country)
 Beneficiary telephone number
 Amount to transfer

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iv. Click on sur “Continue”

v. Verify the information on the summary screen. If the information is correct, click on
“Validate”.

NB: If necessary, you can also delete or edit the transfer details on this screen.

vi. Enter your password and click on “Sign”.

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vii. Your transfer has been saved and is undergoing the validation process at the bank.
You will receive an e-mail notification informing you of the status of the transfer.
 If the transfer is validated by the bank:
o the beneficiary will receive an SMS informing him/her about the transfer
and with the following details: your first & last name, the transfer amount
and reference number
o view the transfer transaction reference number by clicking on “Return to
list of transfers” and then look for the specific transaction from the list of
BOA Express transfers
o if your session has expired, log in to BOAweb again and go to “BOA
Express Money Transfer” from the “Services” menu to select the specific
transaction from the list of BOA Express transfers
 If the transfer is not validated by the bank, you will receive an e-mail notification
with information on the reason for rejection of the transfer. You would have to
contact your branch for more details.

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viii. In the page with the list of BOA Express transfers, look for the specific transfer and
click on “Show”.

ix. The reference number is displayed as follows:

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13.2 Check on the status of a BOA Express money transfer

i. To view the status of your money transfer transactions, click on “BOA Express Money
Transfer” from the “Services” menu.
ii. Look for the targeted transfer transaction and click on “Show”.

iii. The status is displayed as follows:

Below are the three possible types of statuses:

 Awaiting validation - the transfer is undergoing validation in the bank

 Validated – the transfer has been validated by the bank
 Paid – the transferred funds have been paid to the beneficiary at the branch

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