Cc cu hi thng gp trn ACB Online

Internet Service KHCN

I. Nhm h tr
Cu hi 1 : Ti m ti khon ng ch s hu, ti mun c cp 2 tn truy cp cho 2 ngi c
khng. V nu dng chung th bn ti c th xem nhng ti khon cn li ca ti?
Tr li: Ti khon ng ch s hu ch cp c 1 tn truy cp cho ngi ng tn ch ti khon.
Cu hi 2 : Ti qun mt khu truy cp dch v Internet Service, ti phi lm th no?
Tr li:
Trng hp qun mt khu vo trang Internet Service, Qu khch n bt k CN/PGD no ca ACB
nhn li mt khu. bo mt thng tin ca khch hng, ACB khng cung cp mt khu gin tip
(qua in thoi hay email).
Cu hi 3 : Ti qun mt khu truy cp dch v Internet Service. Xin cp li mt khu qua email v
hin gi ti ang nc ngoi nn khng c iu kin i n phng giao dch ly.
Tr li:
Trng hp qu khch ang nc ngoi mun c cp li mt khu th qu khch phi lm giy y
quyn cho ngi thn ti Vit Nam (Ngi c cng h khu vi qu khch) n ngn hng lm th
tc xin cp li mt khu mi. Trn giy y quyn vui lng ghi r h tn, s CMND v i ch ca
ngi y quyn v ngi c y quyn. Ni dung y quyn: U quyn nhn mt khu mi cho ch
ti khon., s ti khon.Giy y quyn ny phi c i s qun Vit Nam ti nc ngoi hoc
c quan, trng hc ni qu khch ang cng tc hoc theo hc chng thc v phi c gi v Vit
Nam bn chnh, qu khch gi km theo bn sao CMND hoc passport ca qu khch. Ngi thn ca
qu khch ti Vit Nam s mang giy y quyn bn chnh ny, CMND/passport (ca ngi y quyn
v ngi c y quyn), h khu (bn chnh) n chi nhnh/PGD ca ngn hng Chu c cp
li mt khu mi. Qu khch phi cam kt khng c bt k khiu ni no vi ngn hng v vic y
quyn ny v nhng thng c nhn ca qu khch m ngi khc bit c.
bo mt thng tin c nhn ca qu khch, chng ti khng th cung cp mt khu qua email c.

Cu hi 4 : Ti sao c thng bo tn ng nhp vo Internet Service ca ti b kho? Lm sao m

kha?
Tr li: V mc ch tng mc an ton cho khch hng khi s dng dch v Internet Service, h
thng ACB s kha tn ng nhp (kha quyn truy cp) khi tn ny b nhp sai lin tc 05 ln.
Trng hp b kha, qu khch vui lng lin h b phn CallCenter 247 c m kha.
Cu hi 5: OTP SMS l g ? S dng OTP SMS trn Internet Service nh th no?
Tr li :
OTP : One time password l mt khu dng mt ln. OTP SMS l mt khu c gi qua s TD

ca khch hng. Khi ng k dch v, khch hng s phi ng k vi nhn vin s TD dng
nhn mt khu xc thc trn Internet Service.
Khi thc hin giao dch, khch hng chn xc thc lnh theo phng thc OTP SMS s c nhn
c tin nhn cha mt khu xc thc qua TD. Ngoi vic xc nhn mt khu ng nhp, h thng
cn yu cu khch hng nhp thm mt khu OTP SMS ny xc nhn lnh.
Cu hi 6: Ti ang s dng dch v Internet Service, phng thc chng thc OTP SMS. Ti thc
hin giao dch nhng 30 pht ri m mt khu khng bo vo in thoi di ng ca ti, vy lm
th no xc nhn giao dch ?
Tr li :
m bo an ton cho phng thc xc thc OTP SMS, trong vng 05 pht nu khng nhn c
mt khu OTP vo TD, qu khch vui lng thc hin li giao dch nhn mt khu OTP SMS
mi.
Cu hi 7: OTP Token l g ? S dng OTP Token trn Internet Service nh th no?
Tr li :
OTP Token l thit b pht sinh mt khu dng mt ln (OTP) do ACB pht hnh. Trn thit b c mt
nt nh dng to ra mt khu dng mt ln l dy 06 con s.
Khi thc hin giao dch trn Internet Service, khch hng chn xc thc lnh theo phng thc xc
thc OTP Token, ngoi vic xc nhn mt khu ng nhp, h thng cn yu cu nhp vo dy s hin
ra trn thit b OTP Token khi qu v bm vo nt nh trn thit b ny vo trang Internet Service
xc nhn.
Trn mi thit b OTP Token u c mt dy s seri. Khi khch hng ng k s dng OTP Token,
nhn vin ngn hng s thc hin ng k s seri kt ni vi ti khon Internet Service ca khch
hng. H thng s kim tra tnh hp l ca mt khu pht sinh t thit b thng qua s seri ny.
Cu hi 8: Thi gian s dng Token trong bao lu? Khi ht pin ti c yu cu ACB thay pin c
khng?
Tr li :
Thi hn s dng OTP Token l t 02 n 05 nm ty theo vic dng nhiu hay t. OTP Token khng
thay pin c. Khi ht Pin, khch hng phi mua thit b OTP Token mi.
Cu hi 9 : S dng Token ti c phi mt ph g khng?
Tr li :
Qu khch khng b mt ph g ngoi ph mua thit b, vui lng tham kho biu ph.
Cu hi 10: Ti v ngi thn ng k s dng dch v Internet Service, ng k phng thc Token
vy chng ti dng chung Token c c khng?
Tr li :
Mt OTP Token ch dng c cho 01 ngi m thi (02 ngi khng dng chung 01 Token c)

Cu hi 11: Ti ang thc hin giao dch chng khon trc tuyn vi ACB/ACBS v c Token.
Vy ti c th s dng Token ny cho cc giao dch trn Internet Service c khng?
Tr li :
Nu khch hng hin ang c giao dch Chng khon trc tuyn vi ACB/ACBS, khch hng c th
s dng Token hin ti ca mnh thc hin giao dch trn Internet Service.
Cu hi 12: OTP ma trn l g ? S dng OTP ma trn trn Internet Service nh th no?
Tr li :
OTP ma trn l mt khu dng mt ln cn c trn mt sau ca th ma trn.
Th OTP ma trn l mt tm th do ACB pht hnh dng xc thc giao dch trn Internet Service.
Trn th c in mt bng ma trn s gm 64 s (8x8) c pht sinh theo nguyn tc ngu nhin, an
ton, kh on trc.
Mi tm th OTP ma trn c mt bng ma trn khc nhau v c in mt s seri. Khi khch hng ng
k s dng th, nhn vin ngn hng s thc hin ng k s seri kt ni vi ti khon Internet Service
ca khch hng. H thng s nhn dng th ny thuc khch hng no thng qua s seri ny.
Sau khi ng k th OTP ma trn, mi ln thc hin giao dch trn Internet Service, khi xc thc lnh
h thng yu cu khch hng nhp vo 03 ta s ngu nhin t th OTP ma trn v khch hng
nhp cc gi tr in trn th ny vo trang Internet Service.
Cu hi 13 : Thi gian s dng th OTP ma trn trong bao lu?
Tr li :
Th OTP ma trn c thi hn s dng l 01 nm k t ngy ng k th. Khi ht thi hn s dng,
khch hng s phi thay th OTP ma trn mi.
Cu hi 14 : Th OTP ma trn c mt ph khng?
Tr li :
Ph cp th OTP ma trn l 30.000/th.
Ban u ACB s tng min ph 01 th OTP ma trn u tin cho cc khch hng ng k s dng
phng thc OTP Ma trn (cho n khi c thng bo mi).
Khi th ht hn s dng hoc b mt hay h hng (khng do li ACB), khch hng s phi mua th
mi.
Trng hp th b li in n, m, h hng do pha ACB, khch hng c quyn yu cu i li th
mi (khng tnh ph i th)

Cu hi 15: Ti c nn s dng Internet Service trn my tnh dng chung?

Tr li:
bo m an ton giao dch, qu khch khng nn s dng Internet Service ti cc my tnh dng
chung v c th b ghi li mt khu truy cp, tn truy cp bi cc chng trnh gin ip ci sn trn
cc my tnh dng chung ny (nu c).

Cu hi 16: Phi lm g bo v thng tin ti khon v cc giao dch trn Internet Service?
Tr li:
Dch v Internet Service ca ACB c xy dng trn nn tng cng ngh ngn hng hin i kh
nng m bo an ton, bo mt cho ngi dng. Tuy vy, ngi dng cng cn phi c kin thc t
bo v mnh trnh b k xu li dng khi giao dch trc tuyn. Do , Qu khch hng s dng dch v
Internet Service nm r cc nguyn tc vng sau y:

Khng tit l tn truy cp, mt khu truy cp, mt khu dng mt ln (OTP SMS, OTP Token,
OTP Ma trn), m PIN ca Token-CA cho bt k ai qua bt k phng tin no (ni ming, ghi
chp, in thoi, chat, email, nhp thng tin vo website bt k no ngoi
https://www.acbonline.com.vn). ACB khng bao gi ch ng yu cu Qu khch cung cp nhng
thng tin ny qua chat, email, in thoi, website (tr website https://www.acbonline.com.vn).

Gi k thit b xc thc (TD, OTP Token, OTP Ma trn, Token-CA) bn mnh. Nu mt phi
nhanh chng t kha ngay quyn truy cp Internet Service (bng cch c tnh nhp sai mt khu
truy cp 05 ln lin tip) v sau n ngay CN/PGD gn nht ca ACB c h tr.

Cn ci chng trnh chng phn mm gin ip (spyware), chng phn mm ghi nhn bn phm
(keylogger) trn my tnh ca mnh.

Trnh ng nhp v/hay giao dch Internet Service my tnh dng chung.

Cu hi 17: Nu b mt thit b (TD, Token, Th ma trn, Token-CA) ti phi lm g trnh ri

ro?
Tr li:
Nu Qu khch mt thit b xc thc (TD, Token, Th ma trn, Token-CA) th nn bo ngay vi
ACB tm kha quyn truy cp Internet Service. Hoc Qu khch c th t tm kha quyn truy cp
Internet Service ca mnh bng cch t nhp sai mt khu ng nhp 05 ln lin tip. Sau Qu
khch n ACB mua thit b xc thc mi v m li quyn truy cp Internet Service.
Cu hi 18 : Ti s lin h vi ai khi mun h tr trong vic ci t, thc hin giao dch?
Tr li:
Qu khch hng lin h vi CallCenter247 hoc Ngn hng in t ca ACB.

II. Nhm x l giao dch

Cu hi 1: Thi gian thc hin lnh chuyn tin trn Internet Service?
Tr li: Thi gian thc hin lnh
Trng hp lnh giao dch do ACB c lp x l hon tt : ACB thc thi ngay khi nhn c cc lnh
ny.
Trng hp lnh giao dch cn n bn th ba x l hon tt (Cc lnh chuyn khon, chuyn tin
ngoi h thng ACB cn c tip tc x l bi Ngn hng Nh nc v Ngn hng ni nhn tin):
phn x l do ACB thc hin c tin hnh ngay, phn x l do bn th ba thc hin c thc thi
tng t nh khi khch hng ti giao dch ti quy.

Cu hi 2: V sao c bo li OTP khng ng hoc vt qu thi gian cho php

Tr li:
Do khch hng nhp sai m OTP hoc thi gian nhp vt qu thi gian cho php (5 pht) hoc do
thit b Token cha c kch hot hoc khi KH sinh nhiu OTP Token m khng gi i xc thc
th Token s b mt ng b. Khi gp thng bo ny, khch hng lin h CallCenter247 c kim
tra c th.
Cu hi 3: V sao c bo li Vt qu hn mc hoc khng c php giao dch
Tr li: Do s tin khch hng thc hin chuyn vt qu hn mc cho php hoc do khch hng
chn khng ng phng thc xc thc. Khi gp thng bo ny, khch hng lin h CallCenter247
c kim tra c th.

Cu hi 4: Ti chuyn nhm ti khon khch hng, lm sao ti c th ly li tin?

Tr li: C 2 trng hp:
- Trng hp ti khon chuyn nhm l ti khon ng vi tn n v hng khc th qu khch phi
lin h trc tip vi i tc thng lng vic hon tr.
- Trng hp sai s ti khon th s c ngn hng nhn hon tr li tin cho ti khon qu khch.
Cu hi 5: Ti thc hin chuyn khon trn Internet Service, khch hng ca ti cho sai s ti khon,
giao dch vn cn trng thi ang ch ngn hng thc hin, ti mun iu chnh li s ti khon cho
ng ti phi lm sao?
Tr li:
Khi pht hin sai s ti khon m giao dch vn cn trng thi ang ch ngn hng thc hin th qu
khch c th xa lnh v chn ngng hot ng ti khon sai v ng k li thng tin ti khon ghi c
khc.
Cu hi 6: Ti vo xa giao dch trn Internet Service nhng nt xa b n khng cho php xa?
Tr li:
Trn Internet Service, giao dch ang ch ngn hng thc hin khch hng c th xa giao dch,
trng hp nt xa b n l giao dch ngn hng hon tt nn giao dch khng th xa c na.
Cu hi 7 : Khi thc hin giao dch trn Internet Service, trng hp pht hin sai st trong giao dch
v mun hy giao dch th ti phi lm g?
Tr li:
Khi thc hin giao dch trn Internet Service, trng hp qu khch nhp sai thng tin giao dch (sai
s ti khon, tn n v hng, ngn hng)

Nu giao dch ny ACB cha x l th qu khch c th xa giao dch ny trn Internet Service.

Nu giao dch ny ACB x l th qu khch lin h ngay CN/ PGD ACB c hng dn tu
chnh hoc hon tr lnh. Qu khch c th ti cc mu biu ngh tu chnh lnh ti y
http://www.acb.com.vn/nhdt/acbocn/khcn_is_bieumau.htm

Cu hi 8: Ti thc hin thanh ton ha n tin in trn ACB Online - Internet Service, cng ty
in lc c nhn c tin chuyn khon ngay khng? Khi no mi xa n? Ai s gi ha n cho ti
v khi no gi?
Tr li:

Nu cng ty thc hin thanh ton ha n tin in khu vc thnh ph HCM, tin s chuyn
n cng ty in lc thnh ph HCM lin trong ngy v s xa n trc tip cho khch hng.

Nu cng ty thc hin thanh ton ha n tin in cho cc cng ty in lc m ti khon ti

cc ngn hng khc, cng ty in lc c th khng nhn tin ngay trong ngy.

i vi khch hng c nhn, ha n s gi v nh chung vi giy bo tin in thng sau.

Cu hi 9: Ti thanh ton ha n khng ghi m khch hng trong ni dung nn nh cung cp khng
xa n cho ti, trng hp ny ti phi lm sao nh cung cp dch v xa n cho ti?
Tr li:
Trong trng hp ny khch hng phi lm Giy ngh tu chnh lnh chuyn tin iu chnh ni
dung th nh cung cp mi xa n cho khch hng. Khch hng c th ti cc mu biu ngh tu
chnh lnh ti y http://www.acb.com.vn/nhdt/acbodn/khdn_is_bieumau.htm

Cu hi 10: Ti thc hin tr n vay trn ACB Online - Internet Service, ACB ct tin trong ti
khon nhng d n vay khng gim?
Tr li:
Vic ny xy ra do khch hng thc hin tr n trc hn (dch v ACB Online - Internet Service
khng thc hin thu n trc hn), h thng s treo s tin tr n, khi n k tr n h thng t ng
trch s tin treo thc hin tr n vay. Nu mun nhn li mn tin ny, khch hng vui lng lin h
CN/PGD ca ACB.