1.

Q:

What is Customer Onboarding?

A:

Customer Onboarding is a feature online account opening for new customers through Mobile Banking Application Muamalat DIN.

2.

Q:

Is the account opening through Customer Onboarding on Muamalat DIN only for new customers?

A:

Yes, account opening through Customer Onboarding on Muamalat DIN is exclusively for new customers.

3.

Q:

I previously opened a Bank Muamalat account several years ago, but it is no longer active. Can I open a new account via the Customer Onboarding feature in Muamalat DIN?

A:

No, individuals who have previously opened a Bank Muamalat account should visit a branch office to reactivate it and then activate Muamalat DIN.

4.

Q:

What should I prepare before using Customer Onboarding through Muamalat DIN?

A:

Prepare your eKTP, NPWP (if available), and a signature on a blank white paper.

5.

Q:

What should I do if the OTP during the Customer Onboarding process does not autofill?

A:

Follow these steps:

1. Open Settings

2. Select Apps

3. Go to Manage Apps

4. Search for Google Play Services

5. Select App Permissions

6. Set SMS Permission to Allow

6.

Q:

What should I do if I encounter an “Internal Error” response while proceeding?

A:

Try the following steps:

1. Force close the MDIN app and reopen it

2. If the error persists, close the app completely (including its history) and reopen it

7.

Q:

What should I do if I get a “FCM Token Empty” response?

A:

Force close the MDIN app and reopen it. If the issue persists:

1. Restart your phone

2. Uninstall and reinstall the MDIN app

8.

Q:

If I exit the MDIN app during the Customer Onboarding process, can I resume it later?

A:

Yes, enter the same phone number used during the initial process, and you can continue from the last step

9.

Q:

What should I do if the message “Data does not match, please verify your details” appears?

A:

Ensure the eKTP data matches. Edit the information to align with the details on your eKTP.

10.

Q:

What should I do if my account is not automatically created and I receive the message “Your account opening is almost complete. Please visit the nearest branch”?

A:

Visit the nearest branch for further verification with a bank officer

11.

Q:

What if I successfully open an account but do not receive an account opening email?

A:

Check your email, including the Spam or All Mail folders

12.

Q:

How can I get an ATM card or savings book after successfully opening an account?

A:

Visit the nearest branch to request an ATM card or savings book

13.

Q:

What should I do if the OTP for Customer Onboarding does not appear in my email?

A:

If SMS is delayed, disable incoming call and SMS blocking features, ensure good network coverage, clear phone memory, restart your phone, and try again

14.

Q:

What should I do if I receive an “Internal Error” response code during the process?

A:

Force close the MDIN app and reopen it. If the issue persists, restart your phone

15.

Q:

What should I do if my OTP has expired?

A:

Request a new OTP if the previous one has expired