Frequently Asked Questions
Customer Identification Process is a mandatory process of verifying the identity of customer when customers request to open account at any bank.
Übank applies two main processes to recognize and verify customer’s identity, including:
Electronic Know-Your-Customer (e-KYC) process: This is a mandatory process when opening an account by using Übank Application. The app will ask you to provide frontside and backside photos of your national ID, take a selfie, and enter your personal information for the identification process. After being successfully verified, you shall continue to complete all the requirements on the app to open your account. The debit transaction limit of your account (including transfers, cash withdrawals, bill payments...) is 100 million VND/month.
Video call identification (Video KYC) process: Beside completing e-KYC process as the mandatory requirement, you may additionally need to go through the identification process via Video call in two cases.
- Case #1: You are using Übank Application to open an account, but the personal information and documents which you provide need to be evaluated more. Übank team will ask you to make a video call to verify your identity. After being successfully verified, you shall continue to complete all the requirements on the app to open your account. Your account will not be limited on total debit transactions (including transfers, cash withdrawals, bill payments, etc.).
- Case #2: You opened an account with limit on the total debit transactions (including transfers, cash withdrawals, bill payments...) which is not exceeding 100 million VND/month, but you need to remove this limit for transacting more or with higher amount of money per month. You can request a Video identification process in Übank Application for further verification. After being successfully verified, your account will not be limited on total debit transactions (including transfers, cash withdrawals, bill payments, etc.).
Electronic Know-Your-Customer (e-KYC) process is a mandatory process when opening an account using Übank Application. The app will ask you to provide frontside and backside photos of your national ID, take a selfie, and enter your personal information for the identification process.
After being successfully verified, you shall continue to complete all the requirements on the app to open your account.
It takes only 5 minutes to complete the e-KYC process and open your account. The debit transaction limit of your account (including transfers, cash withdrawals, bill payments...) is 100 million VND/month.
Video call identification (Video KYC) process is a process in which your identity will be verified via Video call. Beside completing e-KYC process as the mandatory requirement, you may additionally need to go through the identification process via Video call in two cases:
Case #1: You are using Übank Application to open an account, but the personal information and documents which you provide need to be evaluated more. Übank team will ask you to make a video call to verify your identity. After being successfully verified, you shall continue to complete all the requirements on the app to open your account. Your account will not be limited on total debit transactions (including transfers, cash withdrawals, bill payments, etc.).
Case #2: You opened an account with the limit on the total debit transactions (including transfers, cash withdrawals, bill payments...) which is not exceeding 100 million VND/month, but you need to remove this limit for transacting more or with higher amount of money per month. You can request a Video identification process in Übank Application for further verification. After being successfully verified, your account will not be limited on total debit transactions (including transfers, cash withdrawals, bill payments, etc.).
- Account opened using electronic Know Your Customer (e-KYC) process: You will have a full-function current account, and the debit transaction limit of this account (including transfers, cash withdrawals, bill payments...) shall not exceed 100 million VND/month.
- Account opened using Video call identification (Video KYC) process: You will have a full-function current account, and there is no limit on your total debit transactions (including transfers, cash withdrawals, bill payments, etc.) per month.
To request verification by Video call identification process, open Übank Application and follow the steps listed below:
Step 1. Open Übank Application and navigate to Home Screen
Step 2. Choose “My profile” (click on your profile picture displayed in Home Screen on the left side)
Step 3. Choose “What is verifying my account?”
Step 4. Choose “Send request to video call”
Step 5. Choose “OK”
Step 6. Übank will contact you within 24 working hours (except Saturday, Sunday, or Holidays). Please prepare your national ID card to complete the customer identification process.
After being successfully verified, your account will not be limited on total debit transactions (including transfers, cash withdrawals, bill payments, etc.).
To open Übank account and Übank debit card, please follow the steps listed below:
Step 1. Download Übank Application here
Step 2. Open Übank Application
Step 3. Enter your mobile phone number
Step 4. Input email address and create username & password
Step 5. Enter the OTP number sent to your SMS
Step 6. Set up Face ID, Touch ID, Passcode
Step 7. Take frontside and backside photos of your national ID card and take a selfie
Step 8. Check auto-filled information extracted from your national ID card and adjust if it is not right, fill in other blank forms, and submit your profile
Step 9. Restart the app then you can receive the result after verifying your information from photos of national ID card and submission form. If successfully being verified, you can go to step 11.
If not, please continue to step 10.
Step 10. Übank team will call you within 24 working hours (except Saturday, Sunday, and Holidays) since you submit your profile. You will be directed to Step 11 right after completing the video call with us.
Step 11. Click to sign e-contract and click to agree with our Terms & Conditions
Step 12. Verify your signature and complete the registration process by entering the OTP sent to your SMS.
You can keep in touch with Übank by:
1. Checking Übank App Notification to receive your bank information, new promotions, reminders, etc.
2. Checking your SMS and Email to receive information related to your account and transactions
You can review "Terms & Conditions" of using Übank application by clicking on your profile picture displayed in Home Screen, then select "Terms & Conditions".
You can enable/disable Face ID or Touch ID registered on app by clicking on your profile picture displayed in Home Screen, then select "Personal setting" to change.
You can change your password in 4 steps:
Step 1: Click on your profile picture displayed in Home Screen
Step 2: Select "Personal setting"
Step 3: Select "Change password"
Step 4: Change your password and verify by entering OTP sent to your SMS
We currently support Vietnamese and English on our application.
You can only be able to update your profile picture. The remaining information cannot be changed after you completed the registration process successfully. If you would like to change any information regarding what you provided during registration, please contact our Hotline 1900 2055 for support.
In case you forgot your username, you can click on "Forgot username". You will receive your username via registered email.
In case you forgot your login password, you can click on the "Forgot password" displayed on the Login Screen. You will receive 01 email with the link to reset your password.
You can log out of the app by clicking on your profile picture in the Home screen, then scroll down to the last of the screen and select "Logout" option.
The profile which contains required personal information will be verified by video call, following to Übank's internal regulations. In case your provided information cannot be verified to open the account, Übank would reject your profile.
Übank will contact you by video call within 24 business hours (except Saturday, Sunday and Public Holidays) since you completed the registration process to verify provided information. During this time, you cannot be able to use our banking services.
Yes, your information is kept entirely safe at Übank. We only use your information for identification purposes following The State Bank's regulation.
At Übank, we apply technology to help you do bank less yet get more by providing various banking services in just one digital platform.
To enjoy our services, you need to download our mobile application here and complete the registration process 100% online.