Cooling Period - FAQs | Baiduri Bank

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Reduced fee for ACH (Automated Clearing House) or Direct Credit for transactions processed through Baiduri b.Digital Personal or Business effective 1 January 2024.

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What is cooling period?
Cooling period is a 12-hour security buffer or waiting period designed to provide you with time to report and take necessary actions if you suspect there has been unauthorised access or unauthorised changes on your Baiduri b.Digital Personal account. During this time, customers will not be able to perform certain transactions on Baiduri b.Digital Personal web and mobile app.
Why is the cooling period being introduced?
With fraudulent activities on the rise, we have to keep up with global security standards especially in the banking industry. This new security feature is designed to provide you with time to take the necessary actions if you suspect there has been unauthorised access or unauthorised changes to your Baiduri b.Digital Personal account and to give us the opportunity to protect your account from any fraudulent access.
When is the cooling period being implemented?
The cooling period security feature has been implemented on 8 January 2024.
What is the duration of the cooling period?
The cooling period lasts for 12 hours.
How can I start benefiting from this new security feature?
We recommend that you update your Baiduri b.Digital Personal mobile app to the latest version (Version 2.1 and above) through the Apple App Store or Google Play Store.
In what circumstances would the cooling period be activated?
The cooling period will be activated immediately if you perform any of the following actions on your Baiduri b.Digital Personal mobile app:

• Register and install the app for the first time
• Delete and re-install the app on the same device
• De-register the app on an existing device and install the app on a new device

Once the cooling period is activated, the following features will be restricted for 12 hours on both Baiduri b.Digital Personal web and mobile app:

• Baiduri Qpay
• Bill Payments
• Fund Transfer
• Add New Fund Transfer Beneficiary
• Top Ups
• Change Email Address
• Change Limits
• Change Password/mPin
• Enable/Disable Face/Touch ID
Will I be notified when the cooling period is activated?
Yes, you will be notified via a Short Message Service (SMS) to your registered mobile number when the cooling period is activated. You will also see a pop-up message displaying the status of your cooling period when you try to access a temporarily restricted feature on Baiduri b.Digital Personal. To ensure that you receive a notification via SMS from Baiduri Bank, we recommend you update your contact information.
How can I check the status of my cooling period?
You may check your cooling period status on your Baiduri b.Digital Personal mobile app. A pop-up message with the status will also be displayed when trying to access a restricted feature if the cooling period is still activated.
I need to perform an online Fund Transfer (or any other temporarily restricted task), but the cooling period is activated. What should I do?
The cooling period is designed to protect you against fraud. To ensure the security of your Baiduri b.Digital, the cooling period cannot be shortened or paused. Your access to temporarily restricted features will be enabled once the cooling period ends. However, if you need to perform an urgent transaction, you may do so over the counter in any of our Baiduri Bank branches during business hours.
I deleted and re-installed the Baiduri b.Digital Personal mobile app to the latest version on my device, but the cooling period was not activated.
If you have installed Baiduri b.Digital Personal mobile app in the latest version (Version 2.1 and above) and the cooling period security feature is still not activated, please call our 24-hour Customer Helpline immediately at 244 9666.
I was notified that the cooling period has been activated but I did not perform any of the actions that would activate the cooling period. What should I do?
If you suspect that there have been unauthorised access or unauthorised changes to your Baiduri b.Digital Personal account, please call our 24-Hour Customer Helpline immediately at 244 9666.
I have scheduled a future date transaction/standing instruction on Baiduri b.Digital Personal. What happens if it falls within the 12-hour cooling period?
Any instructed transaction scheduled in advance will not be affected by the cooling period and will be processed accordingly.

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Important update
19 September 2023

We would like to inform you that with effect from 31 October 2023, Business i-Banking service will no longer be operational, and this will be replaced with our new Baiduri b.Digital Business service.

If your company has not transitioned to b.Digital Business, please ensure that every existing user provides the following by 8 October 2023 through the Business i-Banking Inbox:

User’s full name
User’s valid Identification Card (IC) or Passport
User’s mobile number
User's company assigned email address (General company email is not accepted e.g., [email protected])

Alternatively, you can complete the b.Digital Business Amendment Form and submit the form(s) directly to Baiduri Digital Hub, Ground Level, Baiduri Bank Headquarters.

Every user will receive a notification email at their registered email address, once they have been migrated and activated on the b.Digital Business service.

Companies who have not moved to b.Digital Business after 31 October 2023 can re-apply as a new subscriber to the b.Digital Business service. This will require additional documentations to be submitted as part of the application. Refer “Required Documents” here.

Important notice: Our Business i-Banking service will be deactivated soon. To ensure continued access and a smooth transition to the new Baiduri b.Digital Business, please provide your full name, IC, email address and mobile number via Business i-Banking Inbox. If we do not receive updated details from all authorised users, your company will not be migrated to the new platform and a fresh application will be required. For assistance, contact us at [email protected] or call 2268 637/8/9 during business hours. Thank you for your cooperation.

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Proceed

To strengthen our online security measures, effective 8 January 2024, we will introduce the cooling period feature on our Baiduri b.Digital Personal web and mobile app to prevent unauthorised access.

Click here for more information.

Proceed

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