What to do if you face various problems in Mobile Banking?

1. Application gives the message invalid user id

Solution: Check whether the user id you are entering contains alphabets in lower
case only. The user id is always a 3alphabet and 3 digit number combination. If the
above is correct, kindly select Login without entering the user id. The application
displays the message Invalid user id. The application will be reset after 3 more
wrong attempts. Login without user id 3 more times. The application will give the
message Application has been reset. Now login with the correct user id. If you
have already changed the MPIN earlier for this new user id, please cancel the
Change MPIN screen.
2. Error message is received Request cannot be processed. Please goto
Settings and Synchronize application
Solution: login to application, goto Settings Synchronize Application. Use Options
and select Get Key. You will receive a number with (+) or (-) sign. Goto the same
screen again and enter this number along with the sign and submit.
If this doesnt work, kindly check the following on your handset:a)
b)
c)
d)

Time Zone (should be GMT +05:30)

Time Format
Time
Date

If any of these is incorrect, kindly correct the same, reset the application as
explained in Problem 1 above and then use the application again.
3. Error message received : Please complete registration process before
using any service
Solution: Please verify whether MPIN has been changed and whether you have
received the following messages on your handset
a) MPIN has been changed
b) Handset Validation successful. Please complete registration at ATM/Branch.
If the messages have not been received, please change the MPIN again by going to
Settings Change MPIN

If the messages have been received, but still the same error is received, then
Change MPIN again and register again.
4. Error is received Mobile Number entered does not match with the one
registered with your Bank
Solution: Please update the Mobile number that you are using for Mobile Banking
with your branch. The branch may have some other/previous number in the system
for you. Get the correct number update in the Mobile Number field in Customer
details in branch system. Once the same is done, register the next day.
5. Error received is Mobile Number has more than one activated user ids
Solution: Please send the following message from your mobile at 9223440000
SDEREG
You will receive an SMS in return User Id unregistered successfully
Now, request a new user id and MPIN and register again from the beginning.
6. Error received is Data entered is invalid
Solution: This issue could be because of a dual sim phone being used. Try inserting
SIM card of the number you are using Mobile Banking on in Slot 1 of the handset. If
this does not solve the problem, try switching off the second SIM in SIM manager
under Settings option and then try using the services again.
7. What if user id is forgotten?
Solution: Kindly contact your branch for the same. If the same cannot be retrieved,
kindly deregister your number and request a new user id and password and register
again.
8. What if MPIN is forgotten?
Solution: If you are using Mobile Banking over application, kindly login to State Bank
Freedom. Goto Settings Forgot MPIN. A new MPIN will be received over SMS.
Goto Settings Change MPIN. Change the MPIN and once the MPIN Change and
Handset Validation Successful messages are received, register again at
ATM/Branch.

9. What if you are going to change your mobile number?

Solution: Before proceeding, kindly get the new Mobile number update with the
Branch and ask the concerned official to update the same in the Mobile Number field
under Customer Details option in the branch system.
If you are using State Bank Freedom, login to the application with your old mobile
number. Goto Settings Change Mobile Number. Now enter the Mobile Number
that you will be using from now on. You will get a confirmation message that you can
now use Mobile Banking over new number now. Now change your SIM and use
State Bank Freedom over new number.
If you are using Mobile Banking over SMS mode then before changing your Mobile
number, once send the following SMS from your old number at 9223440000
SDEREG
On receiving the confirmation SMS of User id unregistered successfully, start using
your new number, request for a new user id and MPIN and register again.

10. What to do if you have already changed your mobile number and do not
have the old one with you?
Solution: Before proceeding, kindly get the new Mobile number update with the
Branch and ask the concerned official to update the same in the Mobile Number field
under Customer Details option in the branch system.
Now, ask the concerned official to deregister your previous Mobile Banking in the
system (the mobile number to be entered at the time of deregistration at the officials
screen will be the old mobile number)
Your account will be deregistered in 1-2 days. Now request a new user id and MPIN
and register again.