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

BROWSERS

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

What is the difference between the desktop and mobile 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.

How do I clear my cache?

  • 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"
  • Google Chrome
    • Step 1: Click "Tools" and then Select "Clear browsing data"
    • Step 2: Click "Clear data"
  • 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.

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 enable download and view receipts for my Payments and Transfers?

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

FIRST TIME REGISTRATION

How do I register for the alrajhi@24seven Online Banking access?

  • Step 1: On the alrajhi@24seven website, select "Not Signed Up Yet? Register Now"
  • Step 2: 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 3: Create your own username and password.
  • Step 4: Confirm and enjoy alrajhi@24seven services.

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.

PORTFOLIO

How do I view my Portfolio with Al Rajhi Bank?

  • Step 1: Log in to alrajhi24@seven website with your User ID and password.
  • Step 2: You click to view your list of accounts.

ACCOUNTS

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

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

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.

How can I receive an eStatement for my account?

  • Step 1: You may do so by subscribing online at alrajhi24@seven.
  • Step 2: Go to the Accounts tab, and click eStatement enrolment 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.

eSTATEMENT

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 alrajhi24@seven 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 alrajhi24@seven 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 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 alrajhi24@seven 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 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 alrajhi24@seven Online Banking.

  • Step 1: Go to the Accounts 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.

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 alrajhi24@seven Online Banking to use JomPAY.

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

How do I make payment to JomPAY billers via alrajhi24@seven Online Banking?

  • Step 1: Login to alrajhi24@seven 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 that I can use to make payments with JomPAY?

You can make payments through your Current and Savings Accounts. Payments through your Charge Card-i is not available.

FINANCING-i

What are the services provided in the alrajhi24@seven for my financing 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 alrajhi24@seven for my term deposit-i account?

  • View your term deposit-i account details.

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.

CHARGE CARDS-i

What are the services provided in the alrajhi24@seven for my charge card-i?

You are able to:-

  • View your Charge Card-i details.
  • View statement and transaction history.
  • Make payments to your Charge Card-i.
  • Make payment to a Third Party Charge Card-i.

DEBIT CARDS-i

What are the services provided in the alrajhi24@seven for my debit cards-i ?

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

  • Block Debit Card
    • Temporary Block - You will still be able to view your Debit Card-i and perform debit card settings in alrajhi24@seven under this status.
    • Lost - You will not be able to view your Debit Card-i as they have to be reported to Bank Negara Malaysia.
    • Stolen - You will not be able to view your Debit Card-i as they have to be reported to Bank Negara Malaysia.
  • 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

Can I unblock my debit card-i after blocking it at alrajhi24@seven?

Only Temporarily Blocked Debit Card-i can be unblocked by contacting our Contact Centre at +60323326000.

Can I view my Lost / Stolen Debit Card-i in alrajhi24@seven?

Only Temporarily Blocked Debit Card-i can be viewed.

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 :

  • *Your Password must be minimum of 8 and maximum of 20 characters.
  • *Password cannot be same as UserID.
  • *Your Password must contain upper case and lower case letters, number and special characters such as ~!@#$^()_{}:?<>.
  • *Also there is no restriction on repeating a character consecutively.

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 alrajhi24@seven 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 alrajhi24@seven?

There are 5 types of Transfers

  • DuitNow
  • Instant Credit Transfer
  • Interbank GIRO (IBG)
  • Within Bank Transfer
  • Own Account Transfer

What are the charges for the various Fund Transfers alrajhi24@seven?

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

However, the below charges are applicable:

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

You may also refer to our Charges and Cut-Off Time when you login to alrajhi24@seven.

What are the allowed Payment and Transfer Limits in alrajhi24@seven?

Transaction Type Resident Non-Resident
JomPAY (Bill Payment) RM 50,000.00 RM 10,000.00
Payment To Third Party Charge Card 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
Instant Credit Transfer
DuitNow (Pay By Proxy) RM 50,000.00 RM 10,000.00
Total Cumulative Limit (Per Day) RM 250,000.00 RM 50,000.00

Can I schedule a transfer and setup standing instructions?

Future dated and scheduled transactions 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 Payments & Transfers
  • Step 2: Click on View My Scheduled Transfers

How do I manage my standing instructions?

  • Step 1: Go to Payments & Transfers
  • Step 2: Click on Manage Standing Instructions

DUITNOW

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.

Why 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.

Can I use multiple 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.

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 use my joint 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?

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?

  • Step 1: You can register for DuitNow services at alrajhi24@seven.
  • 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?

No, you cannot. 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 RM0.50 for above RM5,000
Instant Credit Transfer 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 Instant Credit Transfer 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.