Friday, 14 December 2018, 7 Rabiulakhir 1440H Solat Time:
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Frequently Asked Questions (F.A.Qs)


Q1. What is Bank Islam Internet Banking?

Bank Islam Internet Banking is a service provided by Bank Islam that allows to perform banking transactions via Internet.

Q2. What are the benefits of Bank Islam Internet Banking?

You can perform your banking transactions anytime, anywhere in the world with Internet access and is readily accessible via your mobile devices, tablets and desktop.

Q3. What are the operational hours?

Bank Islam Internet Banking operates 24 hours a day.

Q4. How do I access to Bank Islam Internet Banking?

You can access to Bank Islam Internet Banking after sign up as a user in Bank Islam Internet Banking

Q5. How do I sign up for Bank Islam Internet Banking?

Just login to https://www.bankislam.biz and click at “FIRST TIME USER” button and follow the instructions on screen.

Q6. Is there any charges incurred when using Bank Islam Internet Banking?

Yes, there will be a charges imposed based on the transaction perform by you. Click here to view our fees and charges.

Q7. Who can apply access to Internet Banking? Can a joint account holder access to Internet Banking?

All Bank Islam’s customers who have ATM/Debit Card-i can register for Internet Banking. Registration for Joint Account holders, Trust Account, Partnership Account or Credit Card Account holder is not available at the moment.

Q8. What are the requirements I need to sign up for Bank Islam Internet Banking?

To sign up for Bank Islam Internet Banking, you:

i. Must be 18 years and above;

ii. Have Individual Current/Savings Account; or Have Sole Proprietor Account;

iii. Have Bank Islam ATM/Debit Card;

iv. Have ATM PIN.

Q9. Can I register for Bank Islam Internet Banking using Bank Islam Credit Card?

No, registration using Bank Islam Credit Card is not available at the moment.

Q10. I have a Bank Islam ATM/Debit Card tagged with a Individual, Sole Proprietor and Joint account. If I register for Internet Banking, can I access all these accounts?

No, you need to request for a separate Bank Islam ATM/Debit Card for Individual Account and Sole Proprietor Account to access Internet Banking. Joint Account holder is not available at the moment.

Q11. How to sign-up for Bank Islam Internet Banking?

Just follow these simple steps:

i. Login to https://www.bankislam.biz

ii. Click “FIRST TIME USER”.

iii. Read on Terms and Conditions.

iv. Click at ATM/Debit Card.

v. Enter your ATM/Debit Card 16 digits number and ATM PIN.

vi. Create USER ID, Password and other details on screen.

vii. Confirm the information and click “Confirm”.

viii. You have successful sign up for Bank Islam Internet Banking.

Q12. What are the requirements to create USER ID?

USER ID must consist of 6 to 10 alphanumeric characters, no special characters are allowed.

Q13. What are the requirements to create Password?

Password must consist of 8 to 18 alphanumeric characters, you may also include special characters.

Q14. Can I change my Bank Islam Internet Banking Password?

Yes. Login to Bank Islam Internet Banking, select “Settings” and click at “Change Password” to change your password.

Q15. Can I change my Bank Islam Internet Banking User ID?

No, you can’t.

Q16. Can I use the USER ID as the Password?

No, the password must be different from USER ID.

Q17. This message appeared “You have already registered. Kindly proceed to login” when I perform Internet Banking registration. What should I do?

The system detected that you have already registered for Bank Islam Internet Banking. If you still remember your USER ID and Password, kindly proceed to Login button.

If you have forgotten your password, kindly proceed to “Forgot Password” to update your password. However, you will need a valid USER ID, Bank Islam ATM/Debit Card number and ATM PIN to reset your password. (You may refer to question no. 26 for further detail)

If you have forgotten your USER ID, call our Contact Center at 03 2690 0900 for further assistance.

Q18. What should I do when I see this message appeared “Invalid User Information”?

Call our Contact Center at 03 2690 0900 or email us at contactcenter@bankislam.com.my for assistance.

Q19. Why do I receive an SMS after performing FIRST TIME USER registration?

The SMS is sent to you as a verification that you have successfully registered for Bank Islam Internet Banking.

If you do not receive any SMS after your FIRST TIME USER registration, you need to register your mobile phone number at your nearest Bank Islam branch.

Q20. I have successfully registered for my Internet Banking access but a message appears on the screen which says “Please update your mobile number at the nearest Bank Islam branch to perform financial transactions.”. What should I do?

You need to update your mobile number at your nearest Bank Islam branch in order to receive i-Access Code (IAC).

Q21. Why do I need to register my mobile phone number?

The mobile phone number is required to receive IAC.

Q22. i-Access Code (IAC)

IAC is additional security authentication comprises of a unique 6-digit code that is auto-generated together with Secure Code and delivered to your registered mobile number when you performed some of the online transaction.

Q23. What is a Secure Code?

Secure Code is another security authentication comprises of a unique 4-alphabet code that is auto-generated together with IAC and delivered to your registered mobile number. The 4-alphabet code sent to your registered mobile number must match against the 4-alphabet code appeared on Internet Banking transaction page. If it differs, please do not proceed with the transaction.

Q24. How do I register my mobile number in order to receive IAC?

You can register, change or update your mobile number online or at any Bank Islam branch.

Online:

i. Login to https://www.bankislam.biz

ii. Select “Settings” tab and click “Mobile Number Maintenance”.

iii. Enter your mobile phone number at “Mobile Number” section and click “Submit” to proceed to the next page.

iv. Once mobile number registration is successful, you are now able to perform financial transaction.

 

Bank Islam branch:

i. Fill in the application form for the “Internet Banking Mobile Phone Registration/Deregistration for I-Access Code” and submit it to the branch.

Note: You are required to enter your own mobile number and should not register a third (3rd) party mobile number.

Q25. Can I register an overseas mobile number?

Yes.

If you are in Malaysia, please visit Bank Islam branch nearest to you or email us at contactcenter@bankislam.com.my.

If you are not in Malaysia, call our Contact Center at 03 2690 0900 or email us at contactcenter@bankislam.com.my.

Q26. What do I need to do if I forgot my Internet Banking Password?

If you have forgotten your Password, kindly proceed to Forgot Password to update your password. However, you will need an active User ID, Bank Islam ATM/Debit Card and ATM PIN to reset your password.

Follow the steps below:

i. Login to https://www.bankislam.biz and click “Internet Banking Login” tab.

ii. At User ID page, click “Forgot Password”.

iii. Enter your Internet Banking “User ID” and click “Continue” to proceed to next page.

iv. Enter your “ATM/Debit Card No.” followed by your “ATM PIN” and click “Continue” to proceed to next page.

v. Upon acceptance of the correct information, enter your new “Password” and “Confirm Password” which consist of 8 to 18 alphanumerical and may include special characters.

vi. Click “Submit” to proceed to next page.

vii. Click “Confirm” to process password reset request.

viii. Proceed to login using your USER ID and Password.

Q27. What do I need to do if I forgot my Internet Banking USER ID?

Call our Contact Center at 03 2690 0900 to delete your Internet Banking access and perform FIRST TIME USER registration.

For your security, you are not allowed to register using your old Internet Banking USER ID or Password.

Q28. What should I do if I fail 3 times on login attempts and was locked out from my Internet Banking account?

Please call our Contact Centre at 03 2690 0900 for further assistance.

Q29. What is the new security feature in Bank Islam Internet Banking?

Bank Islam has enhanced its security feature to make online banking safer for our customers. The system is called the automated fraud detection system (FDS) and it may request further validation (e.g. Secret Question), in addition to 4-alphabet Secure Code and 6-digit IAC code during login or when performing transaction when the situation warrants.

In order to initialize this new feature, our system will prompt you to setup three (3) new Secret Questions and Secret Answers. This will overwrite the previous Secret Questions and Answers that you may have set.

Q30. Why do I need to set up the Secret Questions and Answers?

Secret Questions and Answers are a set of questions and answers that may be used to verify the identity of the person accessing the internet banking. You will need to setup the secret questions and answers on your first login after 19 May 2018 or during the Internet Banking registration process.

Q31. Can I change my Secret Questions and Answers?

Yes, you can, please complete the steps below:

i. Login to https://www.bankislam.biz and click on “Settings”.

ii. Select “Change Secret Questions and Answers”.

iii. Select your new Secret Question.

iv. Enter your new Secret Answer.

v. Request IAC and proceed with the instructions on screen to complete request.

Q32. Is it compulsory to set up 3 Secret Questions and 3 Secret Answers?

Yes, due to security reason, you must setup your three (3) secret questions and answers.

You are required to choose from the list of Secret Questions provided by Bank Islam and set the Secret Answer for the Secret Question that you have chosen. Repeat the same steps for 2nd and 3rd Secret Questions and Secret Answers.

Q33. Is it possible to use the same Secret Question 3 times?

No, you must select a different set of Secret Question.

Q34. Can I provide my own secret question?

No, you are required to select from a list of questions provided by Bank Islam.

Q35. How can I make the Secret Questions and Secret Answers safe as possible?

To ensure the Secret Questions and Secret Answers are safe, please follow the steps below:

• Make every Secret Answer completely unique and not guessable to every Secret Question.

• Never use a generic Secret Answer.

• Never duplicate Secret Answer to every Secret Question.

• Ensure you are in the correct url: https://www.bankislam.biz during Internet Banking Registration, login or performing Internet Banking transaction.

• Never share or reveal your personal and bank account details, Secret Questions and Secret Answers to anyone (including the Police, BNM Officials or family members).

• Always keep your computer or any electronic device systems up-to-date with the latest operating system and anti-virus software.

• Call our Contact Center at 03 26 900 900 or email us at contactcenter@bankislam.com.my immediately if you receive any SMS or alert or unknown caller or email to change Secret Question and/or Answer without your request.

Q36. Can I opt not to have Secret Questions and Answers?

No, you are required to have Secret Questions and Answers to avoid any service disruption.

Q37. How many attempts am I allowed when entering my Secret Answer?

You are given three (3) attempts to answer your Secret Question. Failure to provide the right answer upon three (3) attempts shall result in your Internet Banking being locked.

Q38. What do I need to do in the following situations;

a) I forgot my Internet Banking Secret Questions and Secret Answers?;

b) I have entered incorrect Secret Answers three (3) times and my Internet Banking account has been locked?;

c) If my Internet Banking account is locked?;

d) I see the message “[E3******] We are unable to process your request” or “[E5******] We are unable to proceed with your transaction”?.

You need to call our Contact Center at 03 26 900 900 for further assistance.

Q39. What should I do when I see the Secret Question being prompted on screen when I perform Internet Banking transaction?

You should ensure that your selected Secret Question is displayed on screen and enter the Secret Answer as per what you have chosen during registration to proceed with your internet banking transactions.

Q40. What are Private Image and Private Word?

The Private Word and Image is an additional security measure to assist you to identify that you are at genuine Bank Islam Internet Banking site.

You will need to confirm that the Private Word and Image are correct before you proceed to enter your password.

Q41. What is the requirement for the Private Word?

Private Word consists of 1 to 20 alphanumeric characters.

Q42. Can I upload my own Private Image?

No, we have provided to you with various selection of image for you to choose from.

Q43. Can I re-use my previous Private Word and Private Image?

Yes, you can still use your previous Private Word and Image.

Q44. What should I do if the selected Private Image and Private Word displayed is incorrect?

Do not proceed to log in and immediately report to Bank Islam Contact Center at 03 2690 0900 or via email at contactcenter@bankislam.com.my

Q45. Can I change my Private Image and Private Word?

Yes, by completing the steps below:

i. Login to https://www.bankislam.biz and click “Settings”.

ii. Select “Private Word and Image Maintenance”.

iii. Enter your new Private Word.

iv. Select your new Private Image.

v. Request an IAC and proceed with the instructions on the screen to complete request

Q46. What are the services available at Bank Islam Internet Banking?

Click here to view the list of Bank Islam Internet Banking services.  

Q47. Once I have performed my Internet Banking transactions, can I have a transaction copy for my own record? How do I get my Internet Banking transaction copy?

Yes, you can. You may print a copy by clicking ”Print” at the confirmation screen or you may also view our Internet Banking Transaction History which keeps your transaction for the last 3 months.

Q48. How do I protect my Internet Banking Password / USER ID?

i. Change your password regularly.

ii. Do not write down your ATM PIN, Password and USER ID.

iii. Never disclose your personal information such as login USER ID, Password, IAC code and other information to anyone.

iv. Always log out properly.

v. Do not perform transactions at public terminals such as cyber café.

vi. Clear your cache upon completion.

 

To clear your cache memory, do as follows:

If you are using Internet Explorer, follow these steps: 

i. Click “Tools” at Internet Explorer browser.

ii. Select “Internet Options”.

iii. At Internet Options, select “General”.

iv. At Browsing history, click “Delete”.

v. At Delete Browsing History, click “Delete files…” and follow the onscreen instructions.

vi. Upon completion, next click “Delete cookies…” and follow the onscreen instructions.

vii. Upon completion, click “Close” to close Delete Browsing History.

viii. Click “OK” to close Internet Options.

 

If you are using Google Chrome web browser, follow these steps:

i. On your browser toolbar, click “More”.

ii. Click “History”, and then click “Clear Browsing Data”.

iii. Under “Clear Browsing Data”, select the checkboxes for Cookies and site data and Cached images and files.

iv. Use the menu at the top to select the amount of data that you want to delete.

v. Click “Clear Data”.

 

If you are using Mozilla Firefox web browser, follow these steps:

i. Click the menu button on your browser toolbar, and click “Options” and then click “Preferences”.

ii. Select the Advanced panel.

iii. Click on the “Network” tab.

iv. In the Cached Web Content section, click “Clear Now”.

 

If you are using Safari web browser, follow these steps:

i. Choose Safari and click “Preferences”.

ii. Click “Privacy” and click “Remove All Website Data”.

Q49. What is phishing?

Phishing is a process where scammers trick you into giving them your USER IDs, passwords or other details, so that they can gain access to your online banking accounts.

Victims are known to receive phone calls, SMS or most frequently emails claiming to be from a bank or reputable institutions, asking them for personal information to update their accounts. Soon after they have provided this information, they usually find that their accounts have been compromised.

Q50. How to prevent phishing?

i. Never disclose your personal information such as USER ID, Password, i-Access Code (IAC) and other information to anyone.

ii. Never click on link(s) sent from emails or SMS.

Q51. How to protect myself from phishing?

Always type in the Bank Islam Internet Banking url, https://www.bankislam.biz directly into the address bar of your internet browser and always ensure that your Private Word and Private Image are displayed correctly before entering your password.

Q52. What should you do if you receive a fraudulent email or SMS/phone call?

If you receive a fraudulent email or SMS/phone call, call our Bank Islam Contact Center at 03 2690 0900 or via email at contactcenter@bankislam.com.my

Q53. What is Interbank Instant Transfer (IBFT)?

Interbank Instant Transfer (IBFT) allows funds/repayments to be transfer from any of your banking account(s) with Bank Islam Malaysia Berhad to another person’s or entity’s account/card in another Bank in Malaysia provided it is within the Service Provider’s network. The funds are available immediately subject to the Recipient Bank’s acceptance and processing.

Q54. What is Interbank GIRO (IBG)?

Interbank GIRO (IBG) allows funds/repayments to be transferred from any of your banking account(s) with Bank Islam Malaysia Berhad to another person’s or entity’s account/card in another Bank in Malaysia provided it is within the Service Provider’s network.

Click here to view the Interbank GIRO (IBG) processing time and funds availability.

Q55. What is the maximum transaction limit for 3rd Party Fund Transfer within Bank Islam, Interbank GIRO (IBG) and Interbank Instant Transfer (IBFT)?

The maximum transaction limit is RM50,000.00 per day combined limit with 3rd Party Fund Transfer within Bank Islam, IBG and Instant Transfer IBFT.

Q56. What is the maximum transaction limit for Bills Payment, Bill Presentment, JomPAY and Payment Gateway?

The maximum transaction limit is RM100,000.00 per day including Bills Payment, Bill Presentment, JomPAY and Payment Gateway.

Q57. What is the maximum transaction limit for Prepaid Reload?

The maximum transaction limit is RM250.00 per day.

Q58. What is the maximum transaction limit for FPX?

The maximum transaction limit is RM30,000.00 per day.

Q59. What is the maximum transaction limit for External Account?

The maximum transaction limit for any payment, receipt or transfer is RM10,000.00 per day.

Q60. How do I change my daily online transaction limit?

i. Login to https://www.bankislam.biz and click “Settings”.

ii. Select “Transaction Limit Maintenance”.

iii. Enter your new Transaction Limit.

iv. Request an IAC and proceed with the instructions on the screen to complete request.

Q61.What is Financing Document Request via Bank Islam Internet Banking (IB) ('Financing Document Request')?

a. Redemption Statement for Home Financing-i (HFA),

b. Account Statement for Employment Provident Fund (EPF) Withdrawal;

i. Withdrawal Scheme to Reduce / Settle Outstanding Balance of House Financing;

ii. Monthly Withdrawal Scheme for HFA.

Q62.Do I need to have IB account to use Financing Document Request??

Yes, you need to have an IB account to use the Financing Document Request.

Q63.I do not have any IB account with Bank Islam. How can I subscribe to IB?

You may register at https://www.bankislam.biz

Q64.Who can use the Financing Document Request?

All customers who have HFA facility with Bank Islam and have IB account.

Q65.Is there any fees and charges incurred for the Financing Document Request?

Yes, there will be fees and charges imposed on the statement requested by you. You may refer to ‘Fees and Charges’ at Bank Islam’s website at www.bankislam.com.my.

Q66.Can I use the Financing Document Request to request statement on behalf of my spouse/any third party?

No, only owner of the HFA facility account can use the Financing Document Request to request the statement.

Q67.Once I made the request, how long will it take for me to receive the statement?

The request will be processed by the Bank from the date of request (‘T’) as follows:

a. Redemption Statement for HFA – T+10 working days;

b. Account Statement for EPF withdrawal – T+10 working days.

*For mode of delivery = “courier”, it is subject to Courier Company’s delivery time.

Q68.How do I check my request status?

You can check your request status from “Status Inquiry” menu in the IB.

Q69.How will I receive the statement?

You may choose your preferred mode of delivery as follows:

a. Account Statement for EPF Withdrawal – either courier to the address provided by you during the request or collect at your preferred Bank Islam branch;

b. Redemption Statement – either courier to the address provided by you during the request or email to the email address provided by you.

Note: Customer is required to bear the courier charges as stated in Bank Islam’s website.

Q70.Can I cancel my statement request?

Yes, you can cancel your request through IB or call our Contact Centre before the status in “Status Inquiry” indicates “Completed” without incurring any fees and charges. However, if the request for cancellation is made after the status has turned “Completed”, then the fees and charges imposed will not be refunded.

Q71.Do I have to pay upfront fees and charges for the Financing Document Request?

No, the Bank will debit the fees and charges into your financing account (Misc Charges) once the statement is ready. You are required to pay the fees and charges directly to your HFA facility account.

Q72.Can I request for Redemption Statement via IB on my joint financing account?

No, request for Redemption Statement for joint account is not available. You may apply for the Redemption Statement via our nearest branch or call our Contact Centre at 03-26 900 900 for assistance.

Q73.Can my spouse/brother/sister (3rd party) collect the statement on behalf of me?

Yes, a third (3rd) party can collect the statement on behalf of you with your authorization letter.

(Note: This is only applicable for Account Statement for EPF Withdrawal)

Q74. Who do I call for assistance?

Call our Bank Islam Contact Center at 03 2690 0900 or email us at contactcentre@bankislam.com.my for assistance.
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