FREQUENTLY ASKED QUESTIONS

1.     What is MauBank WithMe?

MauBank WithMe is the mobile application offered by MauBank Ltd which allows new customers to open an account, which is referred to as “customer onboarding” and existing customers to register for the mobile banking service.

2.     What are the features and services provided through MauBank WithMe?

MauBank WithMe allows you to:

·       Open a savings account (Customer onboarding)

·       Avail of a MauBank Debit card as part of the customer onboarding process.

·       Perform Self Registration for Mobile Banking service using your MauBank card details.

·       Perform account Inquiry

·       View and download your account statement

·       View your card details

·       Stop/Activate your card/s

·       Manage your beneficiary/ies

·       Perform transfers between your own accounts

·       Perform transfers to other MauBank account/s

·       Perform transfer/s to Local Banks

·       Pay your credit card

·       Schedule transfer/s

·       Set up recurring transfer/s

·       Recharge your mobile phone

·       Perform cardless transactions & cardless cash withdrawals at MauBank ATMs

·       Perform MRA Tax Payment/s

·       View your profile

·       Change your MPIN

·       Reset your MPIN through the “Forgot MPIN” link

·       Refer the application to a friend

·       View promotions and offers

·       Deregister a mobile device which you had previously used to register for the MauBank WithMe application.

3.     How can I download the MauBank WithMe application?

You can download the application through Playstore (for Android users) and Appstore (for Apple/iOS users.)

Note: Internet access is required for downloading the application.

4.     What is customer onboarding?

Customer onboarding is the process of welcoming new customers to open an account through the MauBank WithMe application.

5.     Is this service applicable for Individual only?

Yes, this service is applicable for any Mauritian resident over 18 years old, who wishes to open a savings account with MauBank Ltd.

6.     Which documents do I need for customer onboarding?

The following KYC (Know Your Customer) documents are required for customer onboarding through MauBank WithMe:

·       Your Mauritian National Identity Card

·       A proof of address of less than 3 months old, in your name.

7.     What are the steps involved in customer onboarding through MauBank WithMe?

It is now easy to open a MauBank account in only 4 steps:

·       Capture your Mauritian National Identity Card using the OCR (optical character recognition) technique and enter your personal details

·       Upload your Proof of address (should be in your name and of less than 3 months old)

·       Select the type of account and your preferred branch

·       Initiate a video call with the Bank representative for a face to face verification

Your account will be opened upon positive verification through the video call and provided all KYC documents are in order.

Note:

A.    Prior to performing the above steps, you will be asked to agree to the Terms and Conditions applicable and confirm your mobile number on the self-registration page. You will receive an OTP on the specified mobile number which should be entered on the “One Time Password” screen for verification purposes.

B.    The video call will be recorded for quality review purposes.

8.     What is Optical Character Recognition (OCR) Technique?

Optical Character Recognition, or OCR is a technology that enables you to convert images captured by a digital camera into text format.

9.     What type/s of account can I open during customer onboarding?

The types of accounts which may be opened are as follows:

·       Normal Savings Account

·       MoneyGrow Savings Account

 

Note: The list may be reviewed from time to time as decided and agreed by the Bank.

10.  What is the minimum deposit amount applicable and the minimum balance to be maintained for the new account?

·       Normal Savings Accounts

1.     A minimum balance as low as MUR 500

2.     The minimum balance to be maintained to earn interest is MUR 3,000.

·       Moneygrow Savings Account

1.     Take Advantage of Higher Interest Rates.

2.     The higher your Account balance the higher will be your interest rate

3.     The Minimum Balance to be maintained at all time is MUR 50,000.

Note:

A.    Please refer to our website www.maubank.mu for additional information.

B.    The minimum deposit amount and minimum balance may be reviewed from time to time as decided and agreed by the Bank.

11.  Do I need to credit the new account instantly?

No. However, the account must be credited within 30 days as from the account opening date.

12.  What will happen if the account is not credited with the minimum deposit after 30 days?

The account will be auto closed and thereafter no operations will be allowed on the account.

13.  Will the Bank contact me before closing the account?

The Bank will notify you by sending you an SMS on your registered mobile number (specified at the time of customer onboarding) 10 days and 5 days before the account is closed.

14.  Can I use my passport instead of National Identity card for customer onboarding?

No, during customer onboarding, you must use your Mauritian National Identity card only. Passport cannot be used.

15.  What documents can be used as proof of address?

Examples of proof of address are: CEB bill, CWA bill, or Phone bill (Fixed Line) or Bank Statement

Note: The utility bill should be of less than 3 months old.

 

16.  Can I upload a proof of address which is not in my name?

No, the proof of address should be mandatorily in your name.

17.  Is the Video Call mandatory?

No, it is not mandatory. You may alternately choose to submit the documents required for account opening at a MauBank Branch.

18.  Do I need Internet access for the Video Call?

Yes, Internet access is required.

19.  Will the video call be recorded?

Yes, the call will be recorded for quality review purposes.

20.  At what time can I perform the video call.

You may perform the call on Bank working days during the following time:

Monday to Thursday : 9.00 a.m. to 4.00 p.m.

Friday : 9.00 a.m. to 4.30 p.m.

A Bank representative shall interact with you to facilitate the customer onboarding process.

21.  Can I schedule the call for a specific date and time?

Yes, you can schedule the video call. Same will however be allowed only on Bank working days during the following time.

Monday to Thursday : 9.00 a.m. to 4.00 p.m.

Friday : 9.00 a.m. to 4.30 p.m.

When scheduling the call, you will be allowed to set a reminder for the video call.

Based on the reminder set, you will receive a notification on your mobile device. To avail of this feature, your mobile phone should be enabled for notifications.

22.  What should I do if the video call is disconnected during the conversation?

You need to ensure that your mobile device is connected to the Internet during the call.

In case the call is disconnected, you may perform the video call again, provided you are still on the page for video call.

Else, access MauBank WithMe, enter your Mobile number and OTP and select “Resume”. You will be directed to the screen that you last accessed.

23.  Do I need to call at a MauBank Branch?

Yes. You should call at your preferred branch (as selected during Customer Onboarding) after a successful video call with the MauBank representative, or if you had selected to “Visit Branch” to complete your account opening procedures.

You will need to bring along your original KYC documents (as uploaded during customer onboarding) for physical sighting/ verification and account activation.

Note:

·       If you are self-employed, please bring along your Trade License and Business Registration document (for BRN) when visiting your preferred Branch.

·       You will need to complete the Tax Compliance (FATCA/CRS) form at branch

·       If you have opted to use a signature which is different from the one on your NIC, you will need to capture your new signature at branch.

24.  What will happen if I do not call at the branch?

If you do not call at the branch within 10 days as from the video call or application (if you selected to Visit Branch), your request for account opening will be rejected.

26.  How will I know if my account has been opened?

You will receive an SMS on your registered mobile number informing you about successful opening of account.

27.  When will my account be activated?

You will need to visit your preferred branch and submit your KYC documents for physical sighting. Upon positive verification and document sighting, your account will be activated. You will receive an SMS on your registered mobile number informing you about activation of your new account.

28.  Will I be notified in case my account cannot be opened for some reason?

Yes. You will be informed by a Bank Representative. (can be either during the video call or at branch)

29.  Am I eligible for any other Bank services following successful account opening?

You will be able to enjoy all banking services once your account is activated and funded.

Additionally, as part of the process of customer onboarding, you will receive a MauBank Debit card. After successful activation of your new account, you will receive an SMS with a link on your registered mobile phone whereby you will be invited to input a new card PIN and your mPIN through the MauBank WithMe application. Your card will be sent to you by registered post or courier service after crediting the newly opened account with the minimum deposit amount.

30.  How do I register for mobile banking using MauBank WithMe?

To register for Mobile Banking, please follow the steps below:

1.     Download the MauBank WithMe application from Playstore (for Android users) or Appstore (for Apple users)

2.     Create your mPIN (of 6 digits) by entering your MauBank card, card PIN and NIC number or Passport

3.     Complete the registration process by entering the One Time Password sent to you on your registered mobile number.

Note: You will be able to proceed with the registration process only if your mobile number is registered with the Bank.

If same is not registered , please complete the mobile number registration form at a MauBank Branch or through our website www.maubank.mu

31.  If I am a Mauritian resident, can I register for Mobile Banking using my passport?

·       If you submitted your NIC as a KYC document at the time of account opening, you will need to provide your NIC number.

·       If you submitted your Passport as a KYC document at the time of account opening, you will need to provide your Passport number.

32.  Can I register for Mobile Banking through MauBank WithMe if I am not a registered Internet Banking user?

Yes, you may register for Mobile Banking even if you are not a registered Internet Banking user.

33.  Is there any charge applicable for mobile banking service through MauBank WithMe?

Registration to mobile banking is free of charge.

MUR 75 is applicable per transaction for “Transfer to other Local Banks”.

For additional information, please refer to our tariff guide on our website www.maubank.mu.

34.  What do I need in order to use MauBank WithMe?

The requirements are as follows:

·       Mobile Device with Internet Connection

·       ITunes account/Google play account

·       Iphone (minimum iOS version 9.0) or Android phone (Minimum OS version Jelly Bean 4.2, 4.2.2)

35.  Can I register for mobile banking service through MauBank WithMe from overseas?

No, you will not be able to register for the service from overseas.

36.  Can I access my accounts through MauBank WithMe when I am overseas?

Yes, as long as you are a registered user and your mobile phone has internet connectivity and you have your login credential.

37.  Can I submit transactions through MauBank WithMe from overseas?

No. OTP cannot be delivered to International Numbers.

38.  Can I reset my mPIN through the “Forgot mPIN” link from overseas?

No. OTP cannot be delivered to International Numbers.

39.  How can I enable my mPIN after 3 wrong attempts?

Your MPIN will be re-activated automatically after 24 hours. Alternately, you may contact the Bank on 404 0330 during working hours for assistance.

Monday to Thursday :8.45 a.m. to 4.30 p.m.

Friday : 8.45 a.m. to 5.00 p.m.

40.  How can I change or reset my mPIN?

You can change your mPIN from the “Change mPIN” option available on mobile Banking.

If you have forgotten your mPIN, you may reset same through the “Forgot mPIN” link available on the login screen.

41.  How many users can access mobile banking through MauBank WithMe on a single mobile phone?

Only one user can register and access his accounts on a single mobile phone.

A user may however download the MauBank WithMe application and register for mobile banking on multiple devices, In such case, the recent mPIN will be applicable on all devices.

42.  Can I use more than one mPIN on a mobile device?

No, only one mPIN can be used per user per device.

43.  What is biometric authentication or verification?

Biometric verification is any means by which a person can be uniquely identified by evaluating one or more distinguishing biological traits. One of the most commonly used identifier is the fingerprint. If your mobile device supports this biometric technology, you can use your fingerprint instead of your mPIN.

44.  What is the maximum number of devices on which I can register for mobile banking?

You may register for the service on up to a maximum of 5 devices.

You may deregister an existing device through the “Deregister Device” option under “More” Section.

45.  For what date range can I view and download my account statement?

You may view your account statement for the last 180 days. However, you will be able to view and download the account statement for the last 62 days at a time.

46.  What are the reasons for my account/s not to be displayed?

The reasons might be as follows:

·       Your account is closed

·       Your account is dormant or inactive.

·       You might have given instruction to restrict view/transaction on your account

47.  What is the daily transfer limit applicable on mobile Banking?

The daily transfer limit is MUR 50,000. However for cardless transactions, the daily limit is MUR 10,000.

48.  Can I transfer more than MUR 50,000 through Mobile Banking?

No, the maximum amount that can be transferred is MUR 50,000. For cardless transactions, the maximum amount that can be transferred is MUR 10,000.

49.  Will my transfer be processed immediately?

·       Transfers within MauBank accounts are effective immediately, provided funds are available at the time of the transfer.

·       For Transfer to other Local Banks, your transfer will be processed on the same day provided the transaction is done before cut-off time (2.00 p.m). Transfers submitted after cut off time will be processed on the next working day. Please refer to the Bank’s tariff structure on www.maubank.mu for the charges applicable.

Note: For Transfer to other Local Banks, the time at which the account will be credited will depend on the Local Bank.

50.  What is a scheduled transaction?

A scheduled transaction is one which may be executed at a later predefined date.

51.  What is a recurring transaction?

A recurring transaction refers to the instance when you set up a transfer instruction to debit your MauBank account and credit another MauBank account on a regular basis such as daily, weekly, monthly or yearly.

52.  Can I transfer funds in foreign currency through mobile banking?

Presently transfer between MUR accounts is allowed.

You should always ensure that funds are available in your debit account at the time the transfer is/will be executed.

53.  What should I do in case I lose my mobile phone?

If your mobile phone is lost, you may de-register your previous (lost) device by following the steps below:

·       Download the MauBank WithMe application on another mobile device

·       Register for Mobile Banking

·       Go to “Deregister Device” option available under “More” section.

·       Select the device for deregistration

You may additionally contact your mobile operator and request for de-activation of your previous sim card.

54.  What should I do in case I change my mobile number?

You must register your new mobile number through our website www.maubank.mu or call at your nearest MauBank Branch to request for a change in your mobile number.

Note: Your new mobile number should be registered with the Bank for you to receive One time passwords.

55.  What should I do in case I change my mobile phone?

You will need to download MauBank WithMe application again and complete the registration process.

56.  What will happen if I leave the mobile banking access logged in for a while?

The system has an automatic time out session of 3 minutes, that is, the system will automatically log you out upon 3 minutes of inactive period. In such case, you need to log in again.

57.  What can I do to ensure my security when using the MauBank WithMe application?

You should always keep your mPIN safe. It is recommended that you change your mPIN on a regular basis.

You should ensure that you de-activate your mobile device in case of loss. Please refer to the clause “What do I do in case I lose my mobile phone? “for additional information.

58.  How can I get assistance if I face issues related to mobile banking?

For assistance you may contact us on our hotline 404 0330 or by email at ebanking@maubank.mu.

59.  How should I log a complaint?

Click here to be redirected to our digital complaints platform.