Baroda Connect related issues/ action points Sr.No.

01 Query/ Message Account locked Possible reasons/ References Action

Only users registered for Baroda Customer be guided to unlock e-banking account from iSecure get such type of error message. Unlock link available at login page. Please ensure to enter User ID in the relevant field before clicking Unlock. Refer FAQ ON FRAUD MANAGEMENT SOLUTION (Baroda iSecure) under What is New column in home page of our Baroda Connect home page. For enabling net-banking account or enquiring user ID contact Admin e-Banking.(BCOT) with activation in the subject line Debit card holders be advised to update mobile number at BOB ATM. Alternatively Branch users to update mobile number in Finacle (CUMM Menu) strictly in terms of cir. No. 124 dated 24th Aug,2011 Ask the customer to uninstall the java form the system (Control panel> Add/ remove programmes) Re-install Java form the www.java.com. Please also note to run the arcot digital signature when prompt by the system in login page.

02 03

User Id Invalid. Non receipt of Tracker ID/SMS Alerts/ OTP.

Either e-Banking A/C is disabled (Wrong attempts) or typing wrong user ID Mobile number not updated in Net Banking server (Even though mobile number is visible in Finacle in some cases) Ensure that customer is using IE6 & above, Mozilla 3.6 & 5.0 or Google chrome

04

No response Received / Java related errors

05

User is not enabled for Bill payment and presentment Change of menu profile. Transactions Right & ViceVersa

06

Such type of error msg comes for new users while making payment of Shopping mall/ tickets & NEFT/RTGS transactions Post Baroda iSecure, customers have been demanding surrender/ deletion of transaction rights

It takes about 48 hrs after DCR activation at branch level for customer to use shopping/ tickets booking or NEFT/RTGS transactions. Hence customer need to be educated to use these transactions after 48 hours of activation at branch level. After taking request form customers, Branches need to send the signed/ verified request to BCOT by post or scanned copy over mail with isecure in subject line Same process is true for requests from view to transaction rights (Application form available on net-banking site to be used)

1 Baroda Connect Operation Team, Mumbai

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NEFT/RTGS amount not credited to beneficiary A/C Invalid Branch Linking of A/C For Regeneration of password REGPW menu in finacle Details Refer BCC:BR:103:102 28-Apr-2011 New Branches not added in E-Banking System.

Mail to neft.mumbai@bankofbaroda.com after 24 hrs of transaction Contact BCOT for enabling the branch for e-Banking channel. Linking of accounts is not done at BCOT. Please refer master circular Process the application through REGPW menu option in finacle. The branch can track their request by checking the status of application through Inquiry I in REGPW

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Activation of regenerated password Phishing Report through eBanking Resetting of sign-on Password if iSecure User Procedure to increase fund transfer limit Delayed/ Non delivery of OTP

REGPW menu in finacle Capture the data in REGPW menu for activation of account Details Refer BCC:BR:103:237 17-Aug-2011 Refer vide circular No BCC:BR:102:75 dated Mail to billpay@bankofbaroda.com/ 09/03/2010 and BCC:BR:103:232 dated 11head.bcot@bankofbaroda.com/ 08-2011 barodaconnect@bankofbaroda.com Ask user to reset the sign on password with the option on Right side of login page then Click Forget Sign on Password Enhancement of fund transfer limit is applicable only for corporate customers -Hand set message inbox full -Net work not available/ weak -Congestion at service provider level The required application form and guidance is given in the circular No BCC:BR:103:124 dated 13-05-2011 Please advise customer to check message box/ parameter setup of handset (Relevant to some handsets) and signal strength. Else specific details of account number/ mobile number/ time of transaction to barodaconnect team with iSecure in subject line to enable them to take up the issue with service provider.

Baroda Connect Operations Team 20.09.2011

2 Baroda Connect Operation Team, Mumbai