FAQ - RBB Smart Bank

  1. What is RBB Smart Bank? Why should I apply for it ?
    • Rbb (Rastriya Banijya Bank) SmartBank is convenient and safe mobile banking service by the help of whichyou can get instant access to your accountsvia SMS and GPRS.
  2. What are the various features of RBB SmartBank?
    • Rbb SmartBank offers a variety of features some of the highlighted features are:
      - Balance Inquiry.
      - Statement view and download.
      -Loan, Fixed Deposit, & Credit Card Details.
      - Merchant Payment.
      - Utility Payment like Electricity, Water Bills, internet, Television Channel Bill payments
      - Electronic Top Upsand Recharge cards.
      - Credit card payment including other Bank’s payment.
      - Bank Account Transfer Within RBB Bank and to other bank/FIS through Fonepay and IPS
      - Airplane tickets, Bus Tickets, Movie tickets online booking and Payments, Insurance and DMAT payments
      - QR Code Payments
    • - ATM and Branch Locations.
      - General Information of RBB Bank.
  3. What channels does RBB SmartBank support ? Can I use it from aboard ?
    • RBB SmartBank supports GPRS and SMS mode. In case of SMS mode a SMS will be pushed for every request and response will also be provided in SMS. For GPRS mode the request will be executed via Internet Connection (WiFi, GPRS/ 3G/ 4G). Hence, with the help of GPRS mode you can use it from anywhere around the world.
  4. How can I register to RBB SmartBank?
    • Any account holder of the Bank can register to RBB SmartBank by visiting nearest RBB Bank’s branch. Once your user is created you will get a temporary OTP on the registered mobile. Using the OTP You need to set your GPRS password and Transaction MPIN and start using.
  5. Can I do self registration to use RBB Bank Smart ?
    • Yes, self registration is possible please Click “Not Activated Yet” and then click to “New User Self Registration” put your account number and mobile number and submit to register.However, with self registration you will be provided with non-financial role only. If you wish to enable financial role you need to visit nearest RBB Bank’s Branch. In addition during self registration please make sure that you register the same mobile number which was provided during account opening.
  6. What is the difference between Login Password and MPIN ?
    • Login Password is the password to login with GPRS Mode. Upon login if you wish execute any financial service such as Fund Transfer, Topups etc you need to put you MPIN. Likewise, if you are using SMS mode you need to put the MPIN for every request.
  7. Can I use RBB Bank Smart using another SIM than the registered one ?
    • No, you cannot use RBB Bank Smart by using SIM other than the registered one in case of SMS mode. Whereas, in case of GPRS mode, same is possible however you are highly recommended to change your mobile number immediately requesting at any RBB Bank branch.
  8. If I change my mobile device or upgrade the system, it say unauthorized user why ?
    • To avoid any unauthorized access, we store the IME ID of your mobile upon first login hence RBB SmartBank cannot be used if the mobile device is changed or system is upgraded. In order to use RBB SmartBank from new device either you need request the Bank to reset your device or self reset your device by clicking Reset Device option in the app.
  9. I am a registered user but when I request through SMS Mode it gives an error message as unregistered user, why ?
    • Usually, the error message is generated if you are using a DUAL SIM mobile. In case of dual SIM mobiles, RBB SmartBank app sends message from your default SIM. Hence, You need to change your default SIM with the registered number in SmartBank. If you are not able to set the default SIM from setting of your mobile then either change the slot of the SIMs or visit nearest RBB Bank’s Branch to change the registered mobile number to another.
  10. Why I get your PIN Expire, Your password expire messages ?
    • As per the security policy of the bank, the MPIN/password of RBB SmartBank expires on every 90 days in order to force customers to change their PIN/Password periodically. In the SMS mode, you need to go the Setting and change the MPIN. Similarly for the password, you need to login with the existing password in the GPRS mode and then you need to change the password with the old password as the current existing password and the new password means the password which you intend to set.
  11. What precaution should I take?
    • A few things that you as a customer should keep in mind while using RBB SmartBank are:
      - The secrecy of your MPIN is your responsibility. Please do not share it with others. It is highly recommended that you memorize it and delete it immediately from your message inbox.
      - Always use mobile banking apps available for your phone as the originating SMS will be encrypted when used with these apps. Always use the PlayStore for Androids and Apple app store to download the apps.
      - Change your MPIN on a regular basis.
      - In case your phone gets lost, please contact us immediately to block the service.
  12. When I click certain menus like Fund Transfer, Topups my app display blank page why ?
    • If you are able to see balance but the app display blank page if you choose any financial service such as Transfer, Payments then you are provided with Non Financial role only. To enable the financial role please visit nearest RBB Banks branch.
  13. What is the charge for RBB Bank Smart ?
    • The combined annual charge for RBB SmartBank and Alert Service is NPR 150 only.
  14. Mobile Banking app is not supported in my phone. What should I do ?
    • You can still use this service even if RBB SmartBank app is not available for your phone. Please Click Here  (http://www.rbb.com.np/mbanksyntax.php)  to view the syntax you can use to avail this service by sending SMS to 32022. But we highly recommend to use RBB Mobile banking app.
  15. What should I do when any transaction carried out through RBB Mobile app is not completed and only my account is debited?
    • You can lodge dispute claims online (using GPRS mode, not available in SMS mode), click on the Sidemenu of the app, and, click on the dispute lodge, and provide details and submit.
  16. Can I block my VISA Debit card myself when my card get lost ?
    • You can block your VISA Debit Card Instantly yourself through the RBB Bank Smart from the Card Stop Menu in the sidemnu of the app (GPRS mode)
  17. What is the ThirdParty Payments, and how can I Pay ?
    • You can do payments of Electricity Bill, Internet bills, TV channels Bill, Capital Bills (Demat-Meroshare renewal fees), Insurance fees, school/colleges, Airline/Bus tickets, Movie ticket, many more. Payments for these can be done by selecting merchants in the RBB BankSmart app before login into the app. After the payment confirming, it shall ask to login to the RBB SmarBank thirdparty payment page with your GPRS password. It shall then push OTP (one time password) to your registered mobile and you need to complete the transaction by entering the OTP with in 2 minutes.
  18. Can I block my VISA Debit card myself when my card get lost ?
    • You can block your VISA Debit Card Instantly yourself through the RBB Bank Smart from the Card Stop Menu in the sidemnu of the app (GPRS mode)
  19. Can I load e-wallets using RBB SamrtBank ?
    • You can load balance to e-wallets through RBB SmartBank. You can also load balance in the some e-wallets through the e-wallet app selecting the Rastriya Banijya Bank as the mobile banking Partner banks.
  20. What should I do if I get stuck ?
    • If you are stuck at any point please call our support Centre at Singhadarbar, Kathmandu from 7 A.M to 8 P.M or send an email at complain@rbb.com.np
      Telephone Number: +977 1 4269035 (Direct) or +977 1 4252595 Ext 1327
      Toll Free: 1660 013 2022
      Email: complain@rbb.com.np

Mailing Address

Rastriya Banijya Bank Limited
Central Office Singhadurbar Plaza, Kathmandu

Phone:+977-1-425-2595,
Fax:+977-1-425-2931
Email: rbb.info@rbb.com.np
Post-Box No.:8368,

SWIFT Code: RBBANPKA
Email: intlbkng@rbb.com.np

Call Centre

Phone No: +977-1-5970018
 

Shiva Prasad Chalise
Grievance Officer
Phone: 01-4252595 Ext. 1513
Fax: 01-4266020
Email: gunaso@rbb.com.np