Internet Banking Support Site

 

FREQUENTLY ASKED QUESTIONS (FAQ)

RETAIL INTERNET BANKING

1

Customer is not able to login. He gets the error "This page cannot be displayed"

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The problem experienced may be due to the some settings in the PC or the settings in Internet explorer, wherein the temporary files of the visited pages are stored.  Normally the new pages will be updated automatically if the settings are correctly done.   

The following steps may be done in the system, if the browser used is Internet Explorer. 

OPEN INTERNET EXPLORER. Select: Tools--> Internet options--> Temporary Internet Files--> Delete Cookies--> Press “OK” --> Delete Files--> Tick “Delete all offline content”--> Press “OK”--> Settings--> Select “Every visit to the page”--> Press “OK”--> Press “OK” again and close all Internet explorer windows. 

OPEN INTERNET EXPLORER. Type our Online site address  http://www.sbtonline.in 

When main page is displayed press “CONTROL” key in the keyboard and press "F5" button in the explorer bar together. The site will be refreshed.  Then choose PERSONAL BANKING or CORPORATE BANKING and try to login 

We also suggest to try to login from a different PC and check for the availability of our site

2

Customer is not able to login. He does not get any error message. On login attempt the login page is displayed again and again.

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This may be due to two reasons.

(a) It may be an issue with the system. Please see the FAQ on "This page cannot be displayed". Same steps may be done, and customer may retry to login.

(b) The customer's User ID may be deactivated. Branch has to reactivate the User ID. Procedure of reactivation is given in Retail FAQ / Corporate FAQ

(i)  In the case of Retail INB, the Branch INB Officer can verify the user status in Branch INB Administrative site http://192.168.25.52/sbt in the menu "Requests --> Find username".

(ii) In the case of Corporate INB, the Branch INB Officer can verify the user status in Branch INB Administrative site http://192.168.25.52/sbt  by giving the Corporate ID in the menu "Corporate --> Show Corporate details".

If the status is deactivated, Branch may get a request from the customer to reactivate the Username. (Application for reactivation of username is available in this site). Branch INB Officer has to reactivate the Username in Branch INB Administrative site http://192.168.25.52/sbt through the menu "Requests --> Reactivate Username". Here, select the appropriate user type : "Retail / Khata / Saral OR Corporate" and give the Username to be reactivated. After reactivation by the INB Officer, any one of the Branch INB Rule Authoriser has to login to Branch INB Administrative site http://192.168.25.52/sbt and approve the reactivation, through the menu "Rule management --> Approve reactivation"

3

Customer gets the message “You do not have any accounts mapped to this username”. What is to be done?

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At present, this message is displayed in three scenarios:-

1. Customer himself has masked his account in his profile by using the option Profile >> Manage Account display >> Hide accounts. This is an option for hiding the account at the customer end - a safe and secure mode for the customer to use, if necessary. Once the Account is masked, the unmasking has also to be done at the customer end by using the option Profile >> Manage Account display >> Unhide accounts.

2. Branch has not given “Channel link” in CBS.

3. The account is “Janapriya” for which Internet Banking facility is not permitted. Branch has to get a request from the customer to convert the account to a normal account by changing the product codes

4

Customer gets the message "You have been locked for the day". What is to be done?

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It is probable that the customer has used wrong Login password or Profile password continuously for three attempts and hence it was locked. This is to enhance security to Internet Banking. Unlocking is done in INB system in two ways.

 

(a) Automatic unlocking:- Locked User ID will be automatically unlocked after 24 hours. 

(b) Unlocking by Branch:- Customer may request the Branch for unlocking the User ID. Branch INB Officer has the option in Branch INB Administrative site http://192.168.25.52/sbt in the menu "Requests --> Unlock User"

 

If the customer can remember the correct password, he will be able to login after 24 hours. Otherwise, Branch has to issue a duplicate password to the customer to enable him to login.

5

Whether any online help is available in SBTOnline for customers?

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Two options are available in the post-login page of SBTOnline.

(a) How do I.....?

The option How Do I enables the customers to know how to use various options in SBTOnline. This is a VOICE ENABLED DEMONSTRATION in flashplayer.  29 sub-options are available where the customer can see the each activity as a VIDEO.

(b) Help

The option "Help" is a full menu-wise description of SBTOnline.

6

Whether demand draft request be given through online in the same branch ?

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At present, Demand Draft cannot be requested on the SAME BRANCH. Demand Draft can be taken only on branches, other than the Branch where the account is maintained. 

In case you desire to make payment you will have to contact the branch for issuing Banker’s cheque (which is the mode of payment to be adopted for making the local payments, instead of Demand Draft).  At present Bankers Cheque cannot be requested through Internet Banking. 

7

How can a customer request for a Demand Draft to be sent to a different address?

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At present, Online demand drafts cannot be requested to be sent to a different address other than the registered address of the customer. Customer has to contact the Branch and submit a request if the Draft is to be sent to a different other than the registered address. Normal DD charges and Postal charges will be applicable. (Online Demand drafts are free upto Rs.10,000/-) 

8

How can you handle a customer who takes frequent demand drafts?

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If the customer's requirement is to sent money to an account in a different bank, customer can directly transfer funds through RTGS / NEFT / GRPT facility available through Internet Banking. In such case, the charges will be lesser than demand draft and also the funds will be directly credited to the account without delay. The customer may be advised to register for Internet Banking and avail transaction rights.

9

Customer wants to change his e-mail ID in INB. What is the procedure?

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Customer has to login to SBTOnline --> Profile. Profile password is to be given. Select "Personal details". Click on the link "Change" near the e-mail ID. In the next screen, the new e-mail ID is to be given, and re-confirmed. In the next screen, two options are available to the customer for approval.

(a) through High security SMS password

(b) through Branch approval.

If SMS password option is chosen, customer himself can approve the same by giving the High security SMS password received in his mobilephone.

If Branch approval is selected, customer has to choose the Branch which has to approve the same. On submission, the customer can take print-out of Branch approval form in which a reference number starting with "EHS" will be printed. Customer has to fill-up the details and submit to the Branch. Branch INB Officer has to login to INB Administrative site http://192.168.25.52/sbt and approve the same through the menu "Requets --> Approve E-mail address". INB Officer can either enter the Username of the customer OR the EHS reference number given by the customer, tick on "Signature verified" and approve the same.

10

Customer wants to change his Mobile number in INB. What is the procedure?

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Customer has to login to SBTOnline --> Profile. Profile password is to be given. Select "Personal details". Click on the link "Change" near the Mobile number. In the next screen, the new Mobile number is to be given, and re-confirmed. In the next screen, the customer has to choose the Branch which has to approve the same. On submission, the customer can take print-out of Branch approval form in which a reference number starting with "EHS" will be printed. Customer has to fill-up the details and submit to the Branch. Branch INB Officer has to login to INB Administrative site http://192.168.25.52/sbt and approve the same through the menu "Requets --> Approve Mobile Number". INB Officer can either enter the Username of the customer OR the EHS reference number given by the customer tick on "Signature verified" and approve the same.

10

Whether PPF account can be linked to the existing User ID?

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PPF account cannot be linked to the existing User ID.  However, PPF account can be added as a "Third party" so that funds can be transferred online from the transaction account of the INB customer.

If the customer requires viewing facility in his PPF account, he has to avail separate Internet Banking facility exclusively for the PPF account.

12

Can accounts be linked to the existing User ID? If so, what is the procedure?

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Accounts opened in different CIFs should not be linked in any circumstances.

Any number of accounts can be linked to the Username, provided, all the accounts are opened in the same CIF. Verify whether there is any Posting restrictions in the accounts to be linked. Ensure that no restrictions have been imposed in item nos: 5,8 and 14, in the case of deposit accounts.

In the case of a deposit account to be linked,

Deposit CC OD accounts--> Create --> Account Channel Link-->Enter Customer No: to which Internet Banking facility is given-->Enter Account No: to be linked --> System: Deposit --> Channel : Internet Banking--> Access allowed : Select “View only” or “Transaction & View” as per the requirement of the customer.

In the case of loan account to be linked,

DL/TL Services --> Create --> Account Channel Link-->Enter Customer No: to which Internet Banking facility is given-->Enter Account No: to be linked --> System: Loan--> Channel : Internet Banking--> Access allowed : Select “View only”.

Customer can view / transact in his linked account on the next day.

13

Is it possible to reactivate a User ID which is seen to be in "deactivated" status?

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Yes. If the status is deactivated, Branch may get a request from the customer to reactivate the Username.

Application for reactivation of username is available in this site.

Branch INB Officer has to reactivate the Username in Branch INB Administrative site http://192.168.25.52/sbt through the menu "Requests --> Reactivate Username". After reactivation by the INB Officer, any one of the Branch INB Rule Authoriser has to login to Branch INB Administrative site http://192.168.25.52/sbt and approve the reactivation, through the menu "Rule management --> Approve reactivation"

14

Retail INB Customer has forgotten his Login password. What is the procedure to reissue a login password?

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Branch INB Officer has to:-

1. Login to our Internet Banking Administrative site http://192.168.25.52/sbt

2. Choose the option "Requests --> Re-issue login Password"

3. In the next screen, the User type is to be selected, viz : (a) Retail / Khata  or (b) Corporate

4. Select "Retal / Khata" and click "GO"

5. The system will prompt to enter either Reference number or Account Number

6. If the customer has initiated the request through the Troubled Login option available in the login page of SBTOnline,  he will provide a reference number starting with "P", for reissue of login password. Otherwise, account number is to be given, and separate request may be taken from the customer for re-issue of login password (Format available in this site)

7. On submission, the details of the customer such as Name, Username, Role, Address and User status of the customer will be shown in the next screen. Click "GO"

8. In the next screen, two options are available DESPATCH and ISSUE KIT

(a) Select DESPATCH for mailing the password directly to the customer to his Indian / overseas address. On clicking "DESPATCH" button, another screen will be displayed to "Enter full address to avoid courier returns". Here, verify the address and make the necessary alterations. E-mail ID and Phone no: are mandatory for International users. After making necessary changes, confirm. A message will be displayed to the effect that the password will be redespatched.

Please note that:-

Duplicate password will be sent through Speedpost in the case of Indian addresses.

DHL couriers will deliver the cover containing the duplicate password in the case of overseas address.

DHL couriers will not deliver the password if full address / contact no: / E-mail address of the customer is not available. 

(b) Select ISSUE KIT if the PP Kit is to be handed over to the customer directly. The system will prompt you to key in a Kit number, where a new Kit number is to be entered and submit. 

9. The customer can login with the new combinations as follows:-

(a) Existing user ID and the duplicate password issued by the Branch, if original registration has been done through "Mail" option.

(b) Existing user ID, Original Kit no: issued at the time of registration and the duplicate password issued by the Branch, if original registration has been done by Pre-printed kit. (Original Kit no: can be seen by the Branch INB Officer in Internet Banking Administrative site http://192.168.25.52/sbt through the option "Requests --> Find Username"

If duplicate password is issued by way of Pre-printed kits, the customer can login instantly.

15

Customer has forgotten his "Profile Password". How to reset?

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1. The customer should login to SBTOnline and choose PROFILE

2. Enter the password (it may be wrong) FORGOT PROFILE PASSWORD. 

2. System will prompt for entering Hint Question and Answer and if the same can be remembered, he will be able to choose a new Profile Password Immediately. 

3. Else, proceed further and System will generate a Reference Number starting with “P”

4. This reference number has to be intimated to the respective Branch. 

5. Branch will reset the same at their end and thereafter the customer will be able to choose a new Profile Password at the time of next login.

16

INB registered in CBS but not reflected in INB

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1. Branch INB Officer has to login to our Internet Banking Admin site http://192.168.25.52/sbt

2. Click Requests>>Rectify mapping issues >> INC Request>>Enter CIF No: and Reconfirm>>Submit

3. Login our Internet Banking site http://192.168.25.52/sbt (Requests>>Find User name) and verify whether the registration in CBS is updated in 192 site.

 

17

a. CIF Home branch changed, but not reflected in INB

b. Transaction rights given in CBS, but not reflected in INB

c. Product code changed in CBS, but not reflected in INB

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1. Login to CBS and verify whether (a) Home Branch is correct (b) Whether transaction right is given (c) Product code is correct.

2. Branch INB Officer has to login to our Internet Banking Admin site http://192.168.25.52/sbt

3. Click Requests>>Rectify mapping issues >>Update account details>> Enter the required data and Submit

4. Verify in Internet Banking Admin site http://192.168.25.52/sbt next day to ensure that the discrepancy has been rectified.

 
 

 

Site developed, designed and maintained by Internet Banking Cell,

IT Services Department, State Bank of Travancore, Head Office, Poojappura, Thiruvananthapuram-695 012