FAQs Individual Internet Banking How do existing customer (customer who already have IB/MB user before 1 May 2015 and never been login after that day) login to the latest Internet Banking? To experience the new Internet Banking, you need to login with following steps: Fill in your User Name with existed 8 digits CommAccess ID. Fill in Password. Your password is generated from token response Appli1.After login successfully, you need to finish following steps: Accept new Internet/Mobile Banking T&C. Change Password. Choose and answer Security question. After confirmed, you will be prompt to do re-login.How to re-login: Fill in User ID with your 8 digits CommAccess ID.Fill in password with your new password.After login successfully, you can change your User Name by go to Services menu and click Change User ID. You can follow the instruction displayed to finish the process.Tips: Your new password replaces Appli1 function on Token, therefore to login to your IB/MB you do not require to use Token onward. To validate your transaction you need to use Token response Appli2. Why do I always failed to login even though you have entered password in multiple times? Please make sure and re-check the User Name and Password you have entered must be correct. How can I check my account balance ? When you login to your IB/MB, your account balance information displayed on Home screen, including total amount Loan (if any) and Mutual Fund (if any).If you have multiple accounts and eager to view each balance on those accounts, you can click “Current & Savings” column or you can also view through “account” menu then choose “account summary”. I have Mutual Funds, but why does the portfolio is not displayed on IB/MB? It is caused by the Investment account for your Mutual Fund product is not link to Internet/Mobile Banking. Please visit our branch to register your Investment account to your Internet/Mobile Banking. How can I view Monthly Account Statement in Internet Banking ? You can view and access Monthly Account Statement in Internet banking with following steps: Access Accounts menu and choose History CASA StatementAfter History CASA Statement displayed, fill in the column with correct information;Account No: Choose account number you wish to displayMonth: The month you wish to displayYear: The year you wish to displayIf the information inputted has accurate, click “View” button to view transaction history. How can I do transfer in IDR to local Bank account from Internet Banking? To do IDR transfer to local Bank from Internet Banking, please see following steps: Go to Transfer menu and choose Domestic Transfer menuAfter transfer screen showed, fill in the column with accurate information; User reference: Input User Reference (transfer reference) if needed. Source Account: Choose your source account. Click “Play” to view the balance. Transfer Methods: Choose transfer method (SKN/RTGS/Real Time) Bank Name: choose beneficiary Bank by Clicking Search icon. Scroll Bank list or use ‘Search’ button to search the beneficiary Bank. Click the Beneficiary Bank and then click Select Bank button. Bank Type: Choose Bank type (Konventional, Syariah, or UUS (Unit Usaha Syariah) Beneficiary Name: Input beneficiary name in beneficiary Bank accurately. Click Search button if you have registered the beneficiary details in Beneficiary Maintenance. Tips:If you choose Real Time transfer method, the beneficiary name will automatically filled. Beneficiary Account: Input the beneficiary account in beneficiary Bank (number only, no special character) Beneficiary email: You can input the beneficiary email address. Transfer Amount: Input the amount transfer Transfer Now: Choose this button if you want to transfer in that time. Narrative: To fill in the remarks/message required. (number only, no special character)If the information inputted has accurate, click Initiate button.Re-check displayed verification screen. If there is any details un-match click Modify to revise or Confirm to continue the process.Input password received from SMS. (If you are using Token, press appli2 and input challenge code to generate password).Click Submit button to validate the transaction. How can I do Foreign Currency transfer on Internet Banking? You can execute the transaction with these following steps: 1. Go to Transfer menu, then choose “Foreign Currency Transfer” Internet Banking screen will show “Foreign Currency Transfer”, you will be requested to fill in “User Reference Number” or the transfer reference number if required, then choose “Source Account” or your account. To display the funds available on account, you can click “Play” button on the right side after the account number field. On “Beneficiary Details”, you will be requested to fill in following information: Beneficiary Name: you can press “Search” button on the right side of “Beneficiary Name” field: if you have registered the beneficiary maintenance previously. Beneficiary Account Number Beneficiary e-mail If required On “Beneficiary Bank Details”, you are required to tick SWIFT and fill in following information: SWIFT Code BSB Code: for specific Bank located in Australia Move your cursor to below, you will find “Payment Details” and you are requested to fill in following: Transfer Amount Transfer Currency For Deal Code transaction. You have to tick “Deal Code” and fill in your deal code in the next field, then click “Go”. If your transaction do not require Deal Code, you do not require to tick “Deal Code” Transfer Now if you wish to do transaction at that time Transfer Later if you wish to do transaction on certain date. Choose the transfer date on the next field. Below “Payment Details” section, you will find “Other Details” and have to fill in following fields: Payment Details 1 (maximum 35 character) Correspondence Charge to choose the fee burdened to the selected party Below “Other Details”, you will find “Additional Details”. In this part, you have to fill in following fields: LHBU Purpose Code Document Type Tick the statement which stated that you are agree to the terms and condition applied If you are confirm to all data inputted, click “Submit” button. Internet Banking screen will display all the data you have inputted. If you are agreed and you wish to continue the transfer, click “Confirm” button. If you wish to modify the transfer detail, you can click “Modify” button. If you have finished and clicked “Confirm” button, you have to input “Digipass Code” which sent by SMS to your registered mobile phone number or with Appli2 response generanted on your token. Then click “Submit” button and the transaction is ready to be authorized. If you want to get E-Receipt, click “E-Receipt” button. Then click “OK” to end the transfer process. SWIFT transfer fee changes on Internet and Mobile Banking for AusStudent account. Following are the information regarding the SWIFT fee changes for customer own AusStudent account who transact via Internet Banking and/or Mobile Banking to beneficiary account located in Australia:Transaction MediaEffective Date ChangesSWIFT Transaction FeeInternet Banking and Mobile Banking1 May 2015 upto 21 May 2015Customer will be charged with SWIFT transaction fee in amount of Rp.25.000, however the fee will be credited back to customer’s account by the end of month.Internet Banking and Mobile Banking22 May 2015 onwardCustomer will be charged with SWIFT transaction fee in amount of Rp.25.00.BranchNo ChangesFree of Charge if the balance of AusStudent account comply the applicable minimum balance.In addition to SWIFT transfer, customer will be remain burdened extra fee of USD 15 for Value Today and USD 20 for Full Amount based on term and condition applied. I fail to change my new Internet Banking password, what should I do? Please make sure you are following the right steps to do first login. If you still have problem in accessing new Internet Banking, please contact Call Commbank 1500030 (24 hours) I received security system notification, can you suggest what should I do? Security system notification, usually pops up if you have input the wrong user ID or password. Please do clear cache on your browser then wait 15 minutes and relogin. If your still have problem in accessing Internet Banking please contact your nearest Branch or contact Call Commbank 1500030 (24hours) What is the difference between SKN, RTGS, and RealTime transfer method? SKN is the external transfer method with IDR currency to other local Bank and require 6 hours in approximate time to process the transfer. The minimum fund transfer is Rp.100.000 per transaction. There is no fee charged to this service. RTGS is the external transfer method with IDR currency to other local Bank and require 3 hours in approximate time to process the transfer. The minimum fund transfer is Rp.100.000.001 per transaction. The fee charged for this method is Rp.15.000 per transction. Real time is the external transfer method with IDR currency to other local Bank with real time credited to beneficiary account. The minimum fund transfer is Rp.500.000 per transaction. There is no fee charged for this service. What is the function of multiple windows? The new Internet Banking has ability to open multiple windows at once (max 5 windows) to make you easier to access multiple transactions at one time or postpone one transaction because you have to execute other more important transaction without having to start from the beginning. Why does User ID blocked? What is the solution? User ID can be blocked because of several things: You have entered 5 times the wrong User ID or Password. You did an imperfect steps to login. For example, while you access the first time login through Mobile Banking and unfinished the steps, you move your access to Internet Banking. The solution: Visit our nearest branch and bring along your token and ID. Don’t forget to tell your reference number to branch staff for faster follow up. Your reference number displayed on screen will inform you that your User ID is blocked.Tips:Please make sure that you have done the login steps in one channel, for example you can start in Mobile Banking or Internet Banking. Please do not change the channel if you have not finished the steps. Why does Token devices locked? What is the solution? Your Token is locked due to several things: You have entered the wrong PIN Token. When your User ID is locked, the token will automatically locked.The solution: Visit the nearest branch and bring the token, ID, and ATM card. How can we display registered beneficiary maintenance? You can display registered beneficiary maintenance with following steps: Go to Transfer menu then choose Beneficiary Maintenance Input beneficiary criteria by choosing type of transaction on “Transaction Type” field, then click “Search” Internet Banking screen will show the referred record. To Show the beneficiary details, click on refer record name. Tips: You can specify the searching criteria by fill in one or more of the columns provided in Beneficiary Maintenance screen. How can we modify or delete the registered beneficiary maintenance? You can modify or delete the registered beneficiary maintenance with following steps: Please follow the steps mention on poin 15 Tick record field you are wish to modify/delete Click “Delete” or “Modify" How can we add beneficiary maintenance? You can add beneficiary maintenance with following steps:Go to Transfers menu, then choose Beneficiary Maintenance Choose transaction type you wish to add to the registered beneficiary column on “Transaction Type”, then click “Create Beneficiary Template”. After “Add Beneficiary” screen displayed, you have to fill in the details of beneficiary that you wish to add: Beneficiary Name Beneficiary E-mail Beneficiary Account Transfer Methods Bank Name Bank Address Check the beneficiary details that you wish to add and please make sure you have fill in correctly, especially the mandatory column with remark * or **, after that please click “Add”. Your Internet Banking screen will show the confirmation screen. To show beneficiary confirmation screen have created successfully, you need to click “Confirm”.