FREQUENTLY ASKED QUESTION
Question :
What is MotionBank?
Answer:
MotionBank is a Digital Banking service From MNC Bank which is intended to provide convenience to individual customers to conduct financial and non-financial banking transactions anytime and anywhere.
Question :
What features are there in MotionBank?
Answer:
1. Information (Account & Balance Information, Account Statement, Transaction History, E-statement)
2. Transfer Transactions (MNC Bank Transfers, Realtime Transfers, BI-Fast, SKN, RTGS, MNC Virtual Account Transfers)
3. Account Opening (Savings Account, Online Deposit)
4. Top Up and Pay (PLN, E-Wallet, Pay TV, Credit Purchase, MNC Credit Card Payment, MNC Group Payment)
5. Loans (Credit card information, KTA information, KPR information)
Question :
Is there a minimum balance, and how much is the admin fee per month?
Answer:
Free of charge for the opening a Motion savings account, minimum balance/settlement balance of Rp20.000, and free of account administration fees.
Question :
Why can’t I install MotionBank via Appstore/Playstore?
Answer:
Make sure the device meets the minimum requirements of the OS version as following: Android: ver 5.1.1 (Lollipop) IOS: 11.
Question :
Why is the data that I entered incorrect when I’m registering?
Answer:
1. Ensure that the customer’s card number, date of birth and mobile phone number have been previously registered with MNC Bank.
2. Make sure the customer’s card number is active or not expired.
3. If there is a data dissimilarity, Please immediately update the data through the nearest branch/call center of MNC Bank.
Question :
Will I get a debit card and how long will it take to receive the card?
Answer:
You will receive Digital Debit Card by Mastercard, but you can always submit request for replacement (digital / physical) debit card using MoitonBank. Debit card delivery time for Jabodetabek area is estimated of 7 working days while outside Jabodetabek area is estimated 14 working days.
Question :
Why hasn’t my debit card arrived for more than 14 days?
Answer:
Make sure when filling out the correspondence address is complete with the house number, RT/RW, kelurahan and kecamatan according to the domicile address. Contact our Call Center / CS Whatsapp for more information.
Question :
Why is my MotionBank account blocked?
Answer:
You have entered your Passcode or PIN incorrectly three times in a row. Contact our Call Center/CS Whatsapp for more information.
Question :
How to open a blocked MotionBank account?
Answer:
Unblocking can be done through Branches or contacting our Call Center at 1500188 or CS Whatsapp..
Question :
If I forget my Passcode/PIN, what should I do?
Answer:
1. Click “Forget Passcode?” on the login page.
2. Input card number & account number for debit card users or input card number & date of birth for credit card users.
3. Perform re-activation.
Question :
Why doesn’t my account appear after registration?
Answer:
It’s possible that your account is dormant or blocked.
Question :
My mobile number has been registered with the bank but I still can’t activate my MotionBank account.
Answer:
Make sure the mobile number entered in MotionBank is the first main mobile number registered with the Bank. if there is a difference, immediately update the data through the nearest branch/call center.
Question :
What is Passcode?
Answer:
Passcode is a secret code owned and used by the customer to login to the MotionBank app.
Question :
What is a PIN?
Answer:
PIN is a Personal Identification Number in the form of a series of numbers that are private and confidential which are used to perform banking transactions.
Question :
What is OTP?
Answer:
OTP (One Time Password) is a secret code sent by the MotionBank system that is used during transactions and can only be used once with a limited valid period. OTP is personal and is not allowed to be given to other people.
Question :
When do I need a Passcode?
Answer:
You need a Passcode when you want to login to the MotionBank application and carry out activities in it.
Question :
What should I do if I forget my Passcode, PIN?
Answer:
You can access the Forgot Passcode menu, or forgot PIN in the MotionBank app.
Question :
Can I share my Passcode, PIN or OTP?
Answer:
You are not allowed to share secret codes such as Passcode, PIN, or OTP. You are not allowed to share it with anyone, even Bank staff.
Question :
Can I login using any method other than Passcode?
Answer:
You can login to MotionBank using Fingerprint or Face ID biometric.
Question :
What is Online Time Deposit?
Answer:
Online Time Deposit is a time deposit account opening feature in the MotionBank application with a variety of attractive tenors and interest rates.
Question :
Is it possible to open an online time deposit in a currency other than Rupiah?
Answer:
Currently, the opening of Online Time Deposits can only use Rupiah currency.
Question :
What are the tenors provided for Online Time Deposit Opening?
Answer:
The tenor available in the opening of an Online Deposit is 1 Month, 3 Months, 6 Months & 12 Months.
Question :
What Maturity Instructions are provided on Online Time Deposit?
Answer:
The Maturity Instructions available on the opening of an Online Time Deposit are:
1. Auto Roll Over (ARO)
2. Auto Roll Over + Interest (ARO + Interest)
3. No Auto Roll Over (Non ARO)
Question :
How much is the minimum amount for Online Time Deposit Account Opening?
Answer:
Currently, the minimum amount for an Online Time Deposit Account is Rp200.000.
Question :
How much is the maximum amount for Online Time Deposit Account Opening?
Answer :
Currently, the maximum Amount for Online Time Deposits Account opening is Rp9,999,999,999 (Nine billion nine hundred ninety nine million nine hundred ninety nine thousand nine hundred ninety nine rupiah) per account.
Question :
What is the amount of portfolio limit for Online Time Deposit Account opening?
Answer :
Currently the amount of portfolio limit (Combined) for Online Time Deposits Account Opening is Rp10.000.000.000 (Ten Billion Rupiah).
Question :
What is the maximum number for Online Time Deposit Account Opening?
Answer :
Currently, Only 10 Online Time Deposit Opening Accounts can be opened per MotionBank account.
Question :
Why can’t I withdraw my Online Time Deposit Account before the maturity date (break the online deposit) on the opening day?
Answer :
Online Time Deposit Account can be withdrawn on D+1 after the account opening.
Question :
Can Online Time Deposit Account be opened anytime (24 hours)?
Answer :
Currently, the Online Time Deposit Account Opening can only be opened during 3:00 – 22:00 GMT+7.
Question :
Why is my deposit amount 0 (zero) when I do Online Time Deposit Account Opening?
Answer :
This is due to an error when Online Time Deposit Account fund placement from the source account. The Deposit Account with 0 balance will be closed automatically at the end of the day. You can immediately open an Online Deposit again on the same day.
Question :
What is Digital Onboarding?
Answer :
Digital Onboarding is an account opening feature for new customers who don’t have an account/credit card MNC Bank through MotionBank.
Question :
What are the requirements for Digital Onboarding??
Answer :
You are required to have a national ID card in good condition, clear, live in Indonesia, and don’t own a savings account/credit card in MNC Bank.
Question :
Why can’t my KTP/National ID Card be recognized in the MotionBank??
Answer :
Make sure your KTP/National ID Card is in good condition and clearly visible.
Question :
I can’t do Digital Onboarding and the error says “Data doesn’t match Dukcapil”?
Answer :
Make sure your ID card data is valid at Dukcapil. Please contact the Dukcapil office in the area where your ID Card Issued.
Question :
Why is my savings account application being rejected?
Answer :
Make sure your national ID card data matches Dukcapil and make sure you have entered the correct data during data entry.
Question :
How do I know that my account opening was approved/rejected?
Answer :
Please check your inbox in the email that you have registered in MotionBank.
Question :
What is the minimum balance for opening an account?
Answer :
Opening an account is free and we don’t charge monthly administration fees. The required balance in your savings account is Rp20.000.
Question :
How to apply for an MNC credit card?
Answer :
To apply for MNC Bank Credit Card, you can use the MotionBank application, or contact our marketing team call center on 1500 188 and visit our nearest branch.
Question :
Why doesn’t my credit card appear on the dashboard after registration?
Answer :
The data registered in the Bank doesn’t match. Please contact our call center/CS Whatsapp to fix the data.
Question :
Why can’t I create credit card PIN or activate my credit card?
Answer :
Make sure your phone number and date of birth are registered in the bank match. If there is change, please immediately update the data by visiting the nearest branch or contact call center.
Question :
How to pay my MNC credit card in MotionBank?
Answer :
You can pay MNC Bank credit card bills in the Transactions menu => Merchant/Payment => Bill Payment => MNC Credit Card.
Question :
Can I see my credit card bills/e-Statement in the MotionBank app?
Answer :
You can see or download credit card bill/e-Statement in MotionBank app.
Question :
How to convert my bills into installment?
Answer :
You can convert your bills into installments on the Installment menu.
Question :
Can I close my credit card account in MotionBank app?
Answer :
You can close your MNC Bank credit card account by contacting our call center or visit the nearest MNC Bank branch.
Question :
How to transfer money with MotionBank?
Answer :
You can transfer your money in the Transfer menu on MotionBank.
Question :
What are the fund transfer methods available in MotionBank?
Answer :
MotionBank has several fund transfer methods, there are Transfers between MNC Bank account, Transfers to Other Bank with SKN, Transfers to Other Bank with RTGS, Transfers to MNC Bank virtual accounts, and Transfers to Other Bank with BI-FAST.
Question :
What is SKN?
Answer :
SKN (Sistem Kliring Nasional) is an interbank transfer method using a clearing facility.
Question :
How long does it take to receive money through SKN?
Answer :
Fund transfers through the Sistem Kliring Nasional (SKN) method will process within the following time:
– For transactions between 08.00 – 15.00 WIB, the process will be on the same workday.
– Transactions past 15.00 WIB, the process will be on the next workday.
Question :
What is RTGS?
Answer :
RTGS (Real Time Gross Settlement) is an interbank transfer method between banks in real-time or at the same time with a large amount.
Question :
How long does it take to receive money via RTGS?
Answer :
Fund transfer through the Real Time Gross Settlement (RTGS) method will process within the following time:
– For transactions between 08.00 – 15.00 WIB, the process will be on the same workday.
– Transactions past 15.00 WIB, the process will be on the next workday.
Question :
Is there an administration fee for transactions using the SKN & RTGS method?
Answer :
The administration fee charged to customers for SKN is Rp2.900, and for RTGS is Rp30.000.
Question :
What is the difference between Real Time, SKN & RTGS?
Answer :
Realtime
Maximum Transaction Amount per day Rp25.000.000
Processing Time: Realtime
Fee: Rp6.500
SKN
Maximum Transaction Amount per day IDR 100,000,000
Process Time: 08.00 – 15.00 WIB the process will be on the same workday.
After 15.00 WIB, The process will be on the next workday.
Fee: IDR 2,900
RTGS
Minimum transaction nominal IDR 100,000,001
Processing Time: 08.00 – 15.00 WIB, The process will be on the same workday.
After 15.00 WIB, The process will be on the next workday.
Fee: Rp30.000
Question :
How do I find out the money transferred via SKN/RTGS have been sent to the Recipient?
Answer :
Transactions using SKN/RTGS processed through the central bank system. Customers are requested to verify with the Beneficiary regarding the status of the transfer of money.
Question :
What is BI-FAST?
Answer :
BI-FAST is a national retail payment system infrastructure that can provide retail payment in real-time, safe, efficient, and available at any time.
Question :
How long does it take to receive funds through BI-FAST transfer?
Answer :
Transactions using BI-FAST are 24/7 (real time and available any time).
Question :
Is there an administration fee transaction using BI-FAST?
Answer :
The administration fee for BI-FAST transfer is Rp2.500.
Question :
How much BI-FAST daily limit transaction?
Answer :
The given per transaction Limit is Rp 25.000.000
The given daily limit is Rp 50.000.000.
Question :
What is a Top Up transaction?
Answer :
Top Up transaction is a transaction to buy some products such as mobile credit, e-Wallet top up, PLN electric token, and others.
Question :
What is a Payment transaction?
Answer :
Payment transaction is a transaction to pay bills through MotionBank app such as electricity bills, credit card, MNC Vision, MNC Play, MNC Insurance, MNC Life, MNC Leasing and others.
Question :
How much is the administration fee for Top Up & Payment transactions?
Answer :
The administration fee is following the Bank rules that are listed in MotionBank app.
Question :
What if I bought mobile credit but I didn’t receive the credit and my balance was already debited?
Answer :
1. Please wait for a moment until we return the money back to your account in real time (Refund).
2. If you didn’t receive your money back by our system, the Bank will return your fund manually in D+1 workdays.
Question :
What are top up & payment products does MotionBank have?
Answer :
MotionBank has several top up and payment products such as:
Kvision, PLN Postpaid, Token PLN, MNC Vision, MNC Play, Linkaja, Dana, Shopee pay, OVO, Gopay, Motionpay, XL, Smartfren, Tri, Axis, Indosat, Telkomsel, Smartfren data package, Axis data package, XL data package, Indosat data package, Telkomsel data package, Tri data package, and others.
Question :
What is Debit Card Management?
Answer :
Debit Card Management is a service from MotionBank that allows customers to manage their debit cards through MotionBank.
Question :
What are the services provided under Debit Card Management?
Answer :
The services under Debit Card Management include:
1. Digital Card: A feature that allows customers to use debit card services without a physical card.
2. Reset PIN: A feature for users who have forgotten their debit card PIN, allowing them to reset it through MotionBank without visiting an MNC Bank branch or ATM.
3. Block / Unblock: A feature to block or unblock a debit card via MotionBank.
4. Debit Card Replacement: Allows users to replace their debit card with a Digital Card or a physical GPN/Mastercard Debit Card from MNC Bank.
Question :
What are the administrative fees for Debit Card Management transactions?
Answer :
The administrative fees follow the Bank’s policies:
1. Digital Card: Free
2. Reset PIN: Free
3. Block / Unblock: Free
4. Debit Card Replacement: Rp 50,000 (subject to Bank policy)
Question :
How can I contact Bank officers regarding Debit Card Management?
Answer :
You can contact us through:
– Call Centre: 1500188
– CS Whatsapp: +628888888888
– Email: cs@motionbank.id
Question :
What are the benefits and risks of using the Debit Card Management feature?
Answer :
Benefits:
1. Customers can use Debit Card Management services directly through MotionBank without visiting a branch or ATM.
2. 24/7 direct service availability.
3. Real-time, easy, and fast processes.
4. Flexibility in managing debit card features on MotionBank.
5. Access to the latest and best services from MotionBank.
Risks:
1. The use of the Debit Card Management feature is entirely the customer’s responsibility.
2. Errors in entering the shipping address for card replacement may cause delivery issues.
3. Customers are advised to contact MotionBank Customer Service via Call Center, email, or WhatsApp for more information.
Call Center : 1500 188
Email : cs@motionbank.id
WhatsApp : 0888-888-8888