FREQUENTLY ASKED QUESTIONS (FAQs) ALRAJHI@24SEVEN ONLINE BANKING

FIRST TIME REGISTRATION

I have opened an account at an Al Rajhi Branch. How do I register for the alrajhi@24seven Online Banking access?

Step 1: Download alrajhi@24seven mobile banking app from authorized Apple / Google Play Store. Or you can launch website https://www.alrajhi24seven.com.my on your web browsers
Step 2: Select "Not Signed Up Yet? Register Now"
Step 3: Enter your 16-digits Debit Card Number, PIN and the captcha. A One Time Password (OTP) is sent to your registered Mobile Number with the Bank.
Step 4: Create your own username and password.
Step 5: Confirm and enjoy alrajhi@24seven services.

What is the minimum version of Operating System (OS) for the alrajhi@24seven mobile banking applications?

For iOS, the minimum requirement for the application to run safely is iOS 9.0.

For Android, the minimum requirement for the application to run safely is Android 7.0.

What are the browsers for the best customer experience for alrajhi@24seven Online Banking?

  • Google Chrome v65 and above
  • Internet Explorer 11 and above
  • Mozilla Firefox 62 and above
  • Safari v9 and above

DIGITAL ACCOUNT OPENING VIA eKYC

I do not have an Al Rajhi Bank account yet. What is the eligibility requirements?

  • Is New to Al Rajhi Bankís Products and Services
  • Is Aged 18 years old and above
  • Is a Malaysian Citizens (New Blue MyKAD 80K chip)
  • Born and Resides in Malaysia
  • Is a Malaysian Tax Payer
  • Has a valid Malaysian Mobile Number +60

What are the benefits for an Online Account Opening via alrajhi@24seven?

  • Shariah compliant products
  • Convenience and security at your fingertips
  • eStatements available at up to 12 months
  • Protected by PIDM up to RM250,000 for each depositor
  • Comes with a VISA Debit Card-i that has access to Al Rajhi Bank ATMs, MEPS and ATMs displaying the Visa PLUS and MEPS signs

How do I open an account?

You will need to download the alrajhi@24seven mobile banking applications from the authorized application stores.

For iOS, you can download the application in Apple App Store.

For Android, you can download the application in Google Play Store.

What are the steps involved to open an account online at alrajhi@24seven?

It is a breeze to start banking with us, in just 5 simple steps.

Scan a copy of your MyKAD (both front and back).

Capture a short video selfie for facial verification and liveness detection.

Fill in your personal details.

Perform a credit transfer (with your account from other bank) after the account is opened.

Your personal Dbit Card will be mailed to your doorstep for activation.

Will I be required to create my alrajhi@24seven Online Banking account?

Yes, in Step 3, you will be required to create a User ID, Secure Word and Password that is accordance to Al Rajhiís policy.

What do I do if I forgot my User ID that was created via the alrajhi@24seven Digital Account Opening process?

Step 1: Click on "Forget User ID"
Step 2: Select "Reset Using: NRIC"
Step 3: Enter your ID No and Al Rajhi Bank Account Number and captcha code
Step 4: Enter the SMS OTP sent to your registered Mobile Number to retrieve your User ID

What do I do if I forgot my Password that was created via the alrajhi@24seven Digital Account Opening process?

Step 1: Click on "Reset Password"
Step 2: Select "Reset Using: NRIC"
Step 3: Enter your ID No and Al Rajhi Bank Account Number and captcha code
Step 4: Enter the SMS OTP sent to your registered Mobile Number to proceed
Step 5: Enter your new password and reconfirm new password
Step 6: Log in with your User ID and new password

What I should know about this Online Account Opening via alrajhi@24seven?

Once your account has been created, you will be requested make an initial deposit of RM20 to your new Al Rajhi Bank Account Number via DuitNow To Account (previously known as Instant Bank Transfer) from your other bank account, under your personal name to activate your new account.

What do I do upon receiving my Al Rajhi Debit Card-i?

Follow the instruction in the Al Rajhi Card Carrier.

You can Set Your Debit Card PIN, Update your Cardís Limit and Set Internet Purchase and International Usage Flag.

If I lose my Al Rajhi Debit Card-I, what can I do?

Login to alrajhi@24seven and block your Debit Card-i. You may walk into any Al Rajhi Branch to request for a replacement Debit Card-i.

MOBILE BANKING APPLICATIONS & BROWSERS

What is the difference between the desktop and mobile web version of alrajhi@24seven?

The mobile web is an abridged version of the desktop that provides quick access and feasibility to users on the most regularly used services.

Why is it important that I clear cache on my devices each time?

These caches of data are essentially just junk files and they can be safely deleted to free up storage space.

How do I clear my cache for my browsers?

  • Google Chrome
    • Step 1: Click "Tools" and then Select "Clear browsing data"
    • Step 2: Click "Clear data"
  • Microsoft Edge (replacing Internet Explorer)
    • Step 1: Click "Tools" then select " Internet Options"
    • Step 2: Click "General" and next select "Temporary Internet Files" and click "Delete Files"
    • Step 3: Click "OK" - Click "OK" again to close the Internet Options window
  • Mozilla Firefox
    • Step 1: Click "Tools" and then select "Clear Private Data"
    • Step 2: Select "Cache"
    • Step 3: Click on "Clear Private Data Now"
  • Safari
    • Step 1: Click Safari in the upper left hand side of your screen
    • Step 2: In the window that appears, click the "Privacy" tab. Click the button "Remove All Website Data".
    • Step 3: Click "Remove Now" in the pop up window that appears.
  • Do I need to disable pop-up in order to download and view receipts for my Payments and Transfers?

    Yes, you need to disable pop-ups blockers on your browsers.

    LOGIN

    What is a User ID and password?

    A User ID is your account name for your alrajhi@24seven Online Banking.

    What is a SecureWord?

    SecureWord is an additional security feature that authenticates the user of alrajhi@24seven Online Banking prior to log in.

    I forgot my password. How do I reset my password?

    Step 1: Click on "Reset password".
    Step 2: Enter your 16-digits Debit Card Number, PIN and the captcha.
    Step 3: Enter the OTP sent to your registered mobile number with the Bank.
    Step 4: Enter your new password and reconfirm new password.
    Step 5: Log in with your User ID and new password.

    If I forgot my user ID, what do I do?

    Step 1: Click on "Forgot Your User ID".
    Step 2: Enter your 16-digits Debit Card Number, PIN and the captcha.
    Step 3: Enter the OTP sent to your registered mobile number with the Bank.
    Step 4: Your User ID will be displayed.
    Step 5: You can login in with your user ID.

    I received an error message that my user ID is locked when I try to login. What do I do?

    This may be due to our 90-day Auto-Lock policy, whereby when a user has not logged in for 3 months from the last login date, the user ID will be auto-locked. You have to reset your password to regain your online access and to login to your account.

    ACCOUNTS-i PORTFOLIO

    How do I view my Portfolio with Al Rajhi Bank?

    Step 1: Log in to alrajhi@24seven website with your User ID and password.
    Step 2: You click to view your list of accounts.

    How do I view my list of accounts with Al Rajhi Bank?

    Click on the Accounts-i tab on your left and your list of accounts will be displayed.

    eSTATEMENT, RECEIPTS & TRANSACTION HISTORY

    What is an eStatement?

    To support the Go Green initiatives, an eStatement is a PDF version of your monthly account statement. You can download and view your statements on alrajhi@24seven Online Banking.

    Do I need to pay for eStatement?

    It is a complimentary service by the Bank.

    How do I view and download my eStatement?

    You can download it from alrajhi@24seven Online Banking or have it delivered to your email (Email Statement Delivery) by subscribing it online through these steps: -
    Step 1: Go to the Accounts-i tab.
    Step 2: On your left, select the account that you want to view and download.
    Step 3: Select either you want to view Monthly or by Date Range.
    Step 4: Click on the pdf icon to download.

    How do I subscribe to the eStatement that will be sent to my email address?

    You can subscribe eStatement on alrajhi@24seven Online Banking or have it delivered to your email (Email Statement Delivery) by subscribing it online through these steps: -
    Step 1: Go to the Accounts-i tab.
    Step 2: On your left, select the account that you want to subscribe an eStatement with.
    Step 3: On your right, click on eStatement Enrolment.
    Step 4: Click on Subscribe.
    Step 5: Enter your email address.
    Step 6: Enter the OTP sent to your mobile number.

    Can I unsubscribe the eStatement?

    If you unsubscribe to eStatement, it means that you do not wish to receive the statements via email.

    Yes, you may do so at alrajhi@24seven Online Banking.
    Step 1: Go to the Accounts-i tab.
    Step 2: On your left, select the account that you had previously subscribed an eStatement with.
    Step 3: On your right, click on eStatement Enrolment.
    Step 4: Click on Unsubscribe.
    Step 5: Enter the OTP sent to your registered mobile number with the Bank.

    Can I reprint / redownload my alrajhi@24seven transactions receipts?

    Yes,you can.
    Step 1: Login to alrajhi@24seven.
    Step 2: Go to the Accounts-i tab, and click alrajhi@24seven Transactions.
    Step 3: Select your date range and reprint / redownload your transaction receipts.

    How can I view my account statement and transaction history?

    Step 1: Click on your selected account that you wish to view.
    Step 2: Click on the transaction history tab on your right.

    OTP

    What is an OTP?

    One Time Password is a randomly generated code sent to your registered mobile number or devices to verify your online/mobile banking transaction and activity.

    Can I reuse the OTP?

    No. OTP is valid for one time only.

    What happens if I entered the wrong OTP?

    An error message will pop-up. You may choose to reenter the correct OTP or you can click on resend OTP to receive a new code.

    What is the validity of the OTP?

    Each OTP is valid for 2 minutes.

    What if I lost my mobile phone or need to change my mobile number?

    You can update your mobile number at our nearest Al Rajhi's branch.

    What should I do if I do not receive the OTP?

    You can click on resend OTP to receive another code.

    JOMPAY

    What is JomPAY?

    JomPAY is a free National Bill Payment Scheme that allows customers to pay bills conveniently and securely via Internet & Mobile Banking.

    Pay using your Current, Savings or Credit Card accounts at your convenience with no hidden cost. Just look for the JomPAY logo and Biller Code on your bill and log on to our alrajhi@24seven Online Banking to use JomPAY.

    To learn more about JomPAY, visit www.jompay.com.my

    How do I make payment to JomPAY billers via alrajhi@24seven Online Banking?

    Step 1: Login to alrajhi@24seven Online Banking.
    Step 2: Go to Payments & Transfers.
    Step 3: Click on Pay Bills (or Pay Multiple Bills, depends on your preferred activity).
    Step 4: Enter the Biller Code you would like to pay and key in Ref-1 and/or Ref-2 (if any) as appeared in your bill and Amount to proceed with payment.
    Step 5: To confirm the payment, enter the OTP number sent to your registered mobile phone to complete the payment.
    Step 6: View and download your receipt.

    ⓘ Tips! Save this biller as your Favorite Biller and OTP is no longer needed every time you make a payment.

    What is Biller Code, Ref-1 and Ref-2?

    A Biller Code is a unique number to identify a JomPAY Biller. Ref-1 is a unique number used by your Biller to identify your account. Ref-1 could be either fixed or changeable as required by a Biller. In most cases, Ref-1 is fixed.

    For every JomPAY biller, there will be a standard Biller Code (BC) and Recipient Reference Number (Ref-1) printed on all bills.

    If additional Reference Number (Ref-2) is required, it will also be displayed on the bills also.

    What are the type of accounts-i that I can use to make payments with JomPAY?

    You can make payments through your Current and Savings Accounts. Payments through your Charge Card is available to selected billers.

    FINANCING-i

    What are the services provided in the alrajhi@24seven for my financing-i account?

    You are only able to view your financing-i account details.

    Can I perform early settlement request online?

    No. You may walk into the branch to request for an early settlement.

    TERM DEPOSIT-i

    What are the services provided in the alrajhi@24seven for my term deposit-i account?

    • View your term deposit-i account details.
    • Place a Term Deposit-i Placement
    • Uplift your Term Deposit-I

    Will there be special rate for my Term Deposit-i placement in alrajhi@24seven compared to placements at Branches?

    Yes, but this is subjected to the promotional profit rates given by the Bank.

    What is the minimum placement Term Deposit-i amount in alrajhi@24seven?

    The minimum amount is RM500 at 3 months tenure. For tenure less than 3 months, the minimum placement amount is RM1,000.

    Can I uplift my Term Deposit-i in alrajhi@24seven?

    Yes, you may uplift Term Deposit-i placed via Branches or alrajhi@24seven.However, there will be no profit payouts for any pre-mature uplift.

    Can I download / request for the deposit advice online?

    No. You may walk into the branch to request for the deposit advice. But you may call Contact Centre at +60323326000 to request for the deposit advice.

    DEBIT CARDS-i

    What are the services provided in the alrajhi@24seven for my debit cards?

    These are the services that you are able to do online for your debit cards: -

    • Block Debit Card
      • Temporary Block - You will still be able to view your Debit Card-i in alrajhi@24seven under this status.You may call Contact Centre at +60323326000 to unblock the debit card-i.
      • Lost - You will not be able to see view your Debit Card-i as they have to be reported to Bank Negara Malaysia. You can visit any of our Branches to request for a new debit card-i-.
      • Stolen - You will not be able to see view your Debit Card-i as they have to be reported to Bank Negara Malaysia. You can visit any of our Branches to request for a new debit card-i-.
    • Change Debit Card Limit
      • Transfer Limit
      • Purchase Limit
      • Withdrawal Limit
      • Pay Wave (Contactless) Limit
    • Set Debit Card Flag
      • Internet Purchase Flag
      • International Usage Flag
    • Set / Change Debit Card PIN

    SETTINGS

    How do I change my password?

    Go to the settings tab and click on Change Password.

    What are the password policies?

    At Al Rajhi Bank, we encourage you to comply with the password policy.

    Password Policies :

    • *Password must be between 8 to 20 characters
    • *Password must not be the same as the User ID
    • *Password must contain a mixture of upper and lower case alphabets, numbers and permitted special characters ie ~!@#$^()_{}:?<>
    • *There is no restriction on repeated characters ie AaaA@A111

    How do I update my email?

    Go to the settings tab and click on View/Update Personal Information. You may only update your email address. For mobile number, you may do so at our closest branch. The email address will only be used for alrajhi@24seven banking notifications.

    How do I change my Secure Word?

    Go to the Settings tab and click on Change SecureWord.

    Can I change my transactions limits?

    Yes. Go to the Settings tab and click on Modify Transaction Limits.

    PAYMENTS & TRANSFERS

    What type of Fund Transfer are available on alrajhi@24seven?

    There are 5 types of Transfers

    • DuitNow (Mobile Number, NRIC, Passport No, Business Registration Number)
    • DuitNow - Instant Transfer (previously known as Instant Bank Transfer)
    • Interbank GIRO (IBG)
    • Within Bank Transfer
    • Own Account Transfer

    For Foreign Currency Transfer, which Transfer mode should I use in alrajhi@24seven?

    You are only able to transfer from your Own Malaysian Current / Savings to your Own Foreign Currency Current Accounts (FCCA) and back. No Third Party or Interbank Transfers are allowed.

    Can I top-up my Foreign Currency Current Accounts (FCCA) in alrajhi@24seven?

    Once you have opened your Foreign Currency Current Accounts (FCCA) at any of our Branches, you may top up (buy) your foreign currency accounts in alrajhi@24seven. The exchange rate will be displayed for your convenience and confirmation before proceeding.

    Can I transfer foreign currency to my Own Malaysian Current / Savings Accounts in alrajhi@24seven?

    You can also transfer (sell) foreign currency back to your Own Malaysian Current / Savings account. The exchange rate will be displayed for your convenience and confirmation before proceeding.

    How do I perform a Transfer To / From my Foreign Currency Accounts (FCCA) alrajhi@24seven?

    Step 1: Go to "Payment & Transfer"
    Step 2: Select "Transfer To Accounts"
    Step 3: Select "Own Accounts"
    Step 4: Select your "To Account" and "From Account"
    Step 5: Check the quoted Exchange Rate before proceeding.

    What are the charges for the various Fund Transfers alrajhi@24seven?

    There are no charges for Within Bank Transfer and Own Account Transfer.

    However, the below charges are is applicable:

    Transfer Type Fee / Charges
    Interbank GIRO (IBG) RM0.10
    DuitNow - Instant Transfer / Proxy RM0.50 for above RM5,000

    You may also refer to our Charges and Cut-Off Time when you login to alrajhi@24seven.

    What are the allowed Payment and Transfer Limits in alrajhi@24seven?

    Transaction Type Resident Non-Resident
    JomPAY (Bill Payment) RM 50,000.00 RM 10,000.00
    Third Party Fund Transfer (Within ARBM) RM 50,000.00 RM 10,000.00
    Interbank GIRO (IBG) RM 50,000.00 RM 10,000.00
    DuitNow - Instant Transfer
    DuitNow RM 50,000.00 RM 10,000.00
    Total Cumulative Limit (Per Day) RM 200,000.00 RM 40,000

    I have a Malaysian Work / Malaysia My Second Home / Talentcom permit. Can I increase my Transfer Limit?

    Yes, you may bring your passport and visa / permit to any Al Rajhi Branch to update your particular. However, this is subjected to the Bankís approval.

    Can I schedule a future dated transfer and setup standing instructions?

    Yes. Future dated transactions and standing instructions are available for:

    • Interbank GIRO (IBG)
    • Own Account Transfer
    • Within Bank Transfer
    • JomPAY

    How do I view my future dated transaction?

    Step 1: Go to Payment & Transfer
    Step 2: Click on Manage Standing Instruction / Scheduled Transfer

    How do I manage my standing instructions?

    Step 1: Go to Payment & Transfer
    Step 2: Click on Manage Standing Instruction / Scheduled Transfer

    Can I schedule a future dated and recurring transfer with DuitNow?

    DuitNow is an instant (real time) payment platform. Thus, no future dated or standing instructions transactions are available with DuitNow.

    DUITNOW

    What is DuitNow?

    DuitNow is a new Instant Transfer initiative by Paynet. There are 2 types of DuitNow:

    • DuitNow
    • DuitNow - Instant Transfer (replaced the old Inter Bank Fund Transfer (IBFT).

    Why use DuitNow?

    • Available 24/7.
    • Transfer is easy, instant and secure.
    • You no longer have to share your bank or account number to receive payments. Just share your registered DuitNow ID i.e. Mobile Number.

    What is DuitNow?

    DuitNow is a new way to transfer funds instantly and securely within participating banks in Malaysia by using their DuitNow ID such as your registered mobile number, National Registration Identity Card Number (NRIC), Police / Military ID, Passport Number or Business Registration Number (for Corporate Users). Each DuitNow ID will be linked to one of your chosen account.

    Can I register my DuitNow IDs with different banks?

    Yes. However, once a DuitNow ID is registered to a bank, the same DuitNow ID cannot be used for other banks; one DuitNow ID belongs to only one bank. You can transfer your DuitNow ID to the bank of your choice as the receiving account.

    Which accounts are acceptable for DuitNow?

    You are able to choose your preferred Al Rajhi's Current or Savings Account to be linked with your registered DuitNow ID.

    Can I link my joint or / either account for DuitNow?

    Yes, you can. As long as it is a current or savings account.

    I am not a citizen of Malaysia and I do not own NRIC. Can I still register for DuitNow?

    Yes, you can still register using your passport number as your DuitNow ID.

    When will I be able to use DuitNow ID?

    Once you have received a successful notification message upon registration.

    For further enquiries regarding DuitNow, kindly contact customersupport@alrajhibank.com.my.

    How do I register for DuitNow ID?

    Step 1: You can register for DuitNow services at alrajhi@24seven.
    Step 2: Go to Payments & Transfers
    Step 3: Select "DuitNow Registration".
    Step 4: Select your desired DuitNow ID i.e. Mobile Number and the receiving Bank Account Number.
    Step 5: Enter your OTP to complete the registration process.

    Can I schedule a future dated and recurring transfer with DuitNow?

    DuitNow is an instant (real time) payment platform. Thus, no future dated or standing instructions transactions are available with DuitNow.

    What are the maintenance that I can do on my DuitNow ID?

    There are 4 kinds of maintenance:

    • Activate / De-activating of my DuitNow ID
    • Change my preferred linked account number
    • De-register my DuitNow ID

    How do I update my DuitNow ID?

    Step 1: Go to the Payments & Transfers Tab on your left after logging in.
    Step 2: On your right, click on "DuitNow Maintenance".
    Step 3: Click on your DuitNow ID displayed.
    Step 4: Click on 'UPDATE'.
    Step 5: Select your preferred receiving (linked) account.
    Step 6: Enter the OTP sent to your mobile number and click 'SUBMIT'.

    Do I need to register for DuitNow to transfer to my beneficiary?

    No, to transfer money via DuitNow, you do not need to register for DuitNow.

    Is there any transaction fee for DuitNow?

    No fees are charged for consumers and small medium enterprises for transfers up to RM5,000.

    However, the below is chargeable for:

    Transfer Type Fee / Charges
    Interbank GIRO (IBG) RM0.10
    DuitNow - Instant Transfer / Proxy RM0.50 for above RM5,000

    Is it compulsory to register and use DuitNow?

    No. You may opt to use the current IBG services or DuitNow - Instant Transfer (replaced the Inter Bank Fund Transfer (IBFT)) to transfer and receive payments.

    If my current mobile number is already registered with another bank for DuitNow, will I be able to use the same mobile number for Al-Rajhi bank?

    No. You may use another type of DuitNow ID, such as your NRIC to register DuitNow with us. If you still wish to have your current mobile number as your DuitNow ID with Al-Rajhi Bank, then you may deregister your current mobile number with the current bank and register the same mobile number with us.

    Will I be able to use the DuitNow service right away after I have transferred bank?

    The change is immediate.

    Do I need an OTP for DuitNow transfer?

    Yes, you do. The OTP for DuitNow transfer will be sent to your mobile number that you had registered with the bank.

    Will DuitNow transactions appear on my bank statement?

    Yes, it will be displayed as DuitNow transfer.

    What is the daily transaction limit for DuitNow transfer?

    The current limit for DuitNow transfers is RM50,000.00 per day for Malaysian and RM10,000.00 per day for Non-Malaysians. However, you can opt for a lower limit in Settings.

    What do I do if my recipient claims non-receive the fund?

    You may get in touch with our Contact Centre at +60323326000 or customersupport@alrajhibank.com.my. Or, you may also call or walk into your nearest branch for enquiries and disputes.

    Will there be a notification if I receive DuitNow transfers from my sender?

    Yes, you will receive a SMS notification when you receive incoming funds to your Al Rajhi Bank accounts.