digi Bucks FAQs - digibank by DBS

SIM Binding FAQs

What is SIM Binding?

SIM Binding is an enhanced security feature in the DBS digibank app. It securely links your app to the SIM card associated with the mobile number registered with DBS.This means the DBS digibank app can only be used on a device containing your registered SIM card, providing an additional layer of protection against unauthorized access.

Why is DBS introducing SIM Binding?

DBS is introducing SIM Binding to strengthen the security of mobile banking.This feature helps protect customers against threats such as:

SIM swap fraud

Account takeover attempts

Unauthorized access to the DBS digibank app

SIM Binding provides an additional verification layer to help ensure that only you can access your banking services.

How does SIM Binding work?

When you use the DBS digibank app, the app securely verifies that the SIM card in your device matches the mobile number registered with DBS.If the verification is successful, you can continue using the app as usual.If the SIM card cannot be verified or does not match your registered mobile number, access to the app will not be allowed until the verification process is successfully completed.

What happens if I change my mobile number or get a new phone?

If you change your mobile numberPlease update your new mobile number with DBS as soon as possible. Once updated, the DBS digibank app will securely verify and bind to your new SIM card.If you get a new phoneIf you are using the same mobile number and SIM card, simply activate the DBS digibank app on your new device. As part of the activation process, SIM Binding will be revalidated to ensure your account remains secure.

Why does my phone send a message during SIM Binding?

As part of the SIM Binding verification process, the DBS digibank app sends an SMS to verify your SIM card.No action is required from you beyond completing the prompted steps.For iPhone usersYou will see a pre-composed SMS message. Please send the message without making any changes.For Android usersA silent SMS is sent automatically in the background. No additional action is required.

I have multiple mobile numbers or multiple Customer IDs. How does SIM Binding work?

For the best experience, DBS recommends registering a unique mobile number for each Customer ID.If the same mobile number is linked to multiple Customer IDs and different users access those accounts on the same device, SIM Binding may need to be completed each time a different Customer ID is used.Maintaining a unique mobile number for each Customer ID helps provide a smoother and more secure banking experience.

What if I have a dual-SIM phone?

During setup or verification, you will be asked to select a SIM card. Always select the SIM card associated with the mobile number registered with DBS.To ensure uninterrupted access to the DBS digibank app:

Keep your registered SIM card inserted in the device.

Ensure the SIM card remains active.

Select the registered SIM when prompted during the verification process.

Will SIM Binding affect me when I travel or use international roaming?

SIM Binding works based on the SIM card associated with your DBS-registered mobile number.If you are roaming overseasYou can continue using the DBS digibank app as long as your registered SIM card remains in your device and is active.If you replace your SIM card with a local overseas SIMThe DBS digibank app will not function until your SIM card with the DBS registered mobile number is reinserted and successfully verified.Tip: Keep your DBSregistered mobile number’s SIM card in your device while travelling.

What if I switch to a different mobile network provider but keep the same number?

If you port your mobile number to another mobile service provider, you will typically receive a new SIM card.Because SIM Binding is linked to your SIM card, you will need to complete the verification process again before using the DBS digibank app.

What should I do if my phone is lost or stolen?

If your phone is lost or stolen:

Contact your mobile service provider immediately to block your SIM card.

Contact DBS Customer Service as soon as possible.

Take the necessary steps to secure your accounts and banking access.

Prompt action helps protect your account and prevents unauthorized access.

Can I move my SIM card to another phone temporarily?

Yes, but you will be required to complete SIM Binding again on the new device if you want to use the DBS digibank app on the sameThis security measure helps ensure that access to the DBS digibank app remains restricted to authorized devices containing your registered SIM card.For the best experience, use the app on your primary device containing your registered DBS mobile number

What should I do if SIM Binding fails or I receive an error message?

If you encounter an issue during SIM Binding:Check your SIM card

Ensure the SIM card associated with your DBS-registered mobile number is inserted correctly.

Confirm that the SIM card is active and able to receive network services.

Check your network connection

Disable Wi-Fi.

Ensure mobile data is enabled and connected to your mobile network.

Restart the app

Close and reopen the DBS digibank app.

Retry the SIM Binding process.

If the issue persists, please contact DBS Customer Service for assistance.

What if a flash message appears during SIM Binding?

Some mobile service providers may display a temporary on-screen notification (commonly known as a flash message) during the verification process. Examples include balance notifications or network service messages.This is normal mobile network behaviour and is not controlled by DBS.Important: If a flash message appears, do not open or interact with it. Doing so may cause the DBS digibank app to move to the background, preventing SIM Binding from completing successfully.If this happens, simply reopen the DBS digibank app and restart the SIM Binding process.

Where can I get help with SIM Binding?

If you need assistance with SIM Binding, DBS Customer Service can help with:

Understanding how SIM Binding works

Troubleshooting SIM verification issues

Updating your registered mobile number

Managing mobile numbers linked to your Customer ID

Resolving access issues related to the DBS digibank app

Please contact DBS Customer Service through the usual support channels for assistance.

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