Mobile banking FAQ

Getting Started

Which devices can I use the Mobile Banking App on?


The app can be used on mobile phones running iOS® 8.0 or higher and for AndroidTM the version should be 4.0 or higher.

Can I use the Mobile Banking App for accessing my account?


Yes, the app can be used to access your account.

Can I use the Mobile Banking App on a mobile phone with Windows operating system?


Unfortunately, as of now, the app is not available for mobile phones running the Windows operating system.

How do I download the Mobile Banking App?


A. The app can be downloaded from the Apple App Store® (for Apple® devices) and from Google PlayTM (for AndroidTM devices). You will need to be online at all times when downloading or using the app.

 

We recommend that your mobile device is connected to the internet via WiFi when you download the app. Downloading when connected to the internet through your mobile network may take longer and this may incur extra charges depending on your network provider.

How can I set up the Mobile Banking App?


After downloading the app, you can set it up in 4 easy steps.

 

Step 1
Login to app using the existing internet banking user ID and password

 

Step 2
Receive the activation code on your registered mobile number via text message

Step 3
Enter the activation code in the app

Step 3
Select your personal 6-digit Mobile Banking PIN (M-PIN) and you are set to use the ICICI Bank UK PLC Mobile Banking App.

Should I call the Customer Service Centre for the activation code?


There is no requirement of calling the customer service centre for the activation code. The activation code will be sent to you via a text message to your registered mobile number once you have downloaded the app and log in using your existing internet banking user ID and password.

Can I download the Mobile Banking App on other devices and how can I set up the login process on the additional devices?


Yes, you can download the app on three devices including your mobile phone or tablet. After downloading the app, you can set it up in 4 easy steps.

 

Step 1
Login to app using the existing internet banking user ID and password

 

Step 2
Receive the activation code on your registered mobile number via text message

Step 3
Enter the activation code in the app

Step 3
Select your personal 6-digit Mobile Banking PIN (M-PIN) and you are set to use the ICICI Bank UK PLC Mobile Banking App.

Why do I need to be registered for Personal Internet Banking and have a registered mobile number to use the Mobile Banking App? What if my mobile number is not registered?


The app works in tandem with the Personal Internet Banking and you need to have a registered mobile number since your M-PIN will be sent on your registered mobile number. You will not be able to use the app if your mobile number is not registered with us or you have not enabled Personal Internet Banking.

Will the Mobile Banking App cost anything to download or run?


The app is provided free of cost. Please be aware that you may be charged to access the app by your network provider as you do need to be connected to the internet to operate it.

Functionality

What can I do using the Mobile Banking App?


Once logged into the app you can use it for the following:

  • Check your account balance
  • View up to the last 5 transactions on your accounts. Transactions which are being processed will not be shown and will only be reflected once successfully completed.
  • Carry out transfers between your accounts which are displayed within the app
  • Make payments
  • Carry out money transfers to India
  • Carry out any other additional service that we may provide in future

 

Can I amend payment references on the Mobile Banking App?


You won’t be able to amend payment reference using the app. The payment reference can be amended for payments only for scheduled payments through Internet Banking.

Can I add new payees and make payments using the Mobile Banking App?


You cannot add payees using the app. Payees can be added through Internet Banking.

I have ICICI Bank accounts in other countries and can I see these on the Mobile Banking App?


No, at present you will be able to see accounts held with ICICI Bank UK PLC in the United Kingdom.

Can I use the Mobile Banking App while I'm abroad?


Yes. The app can be used wherever you can access internet. However, please be sure that use of the app is permitted by local law and remember, network providers may charge higher fees abroad.

How safe is it to use the app?


The app is protected by a M-PIN you set. This M-PIN needs to be entered every time you access the app. To be safe, you shouldn’t store your M-PIN on your phone or write it down anywhere.

 

How do I report fraudulent activity or a lost phone?


If your phone is lost or stolen, call us on 0344 412 4444 (calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) and we’ll disable your ICICI Bank Mobile Banking Account as a precaution. You’ll need to register the app again on your new phone by calling us on 0344 412 4444 (calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls)

Will the Mobile Banking App display my account statement?


You can view up to last 5 transactions on your accounts. Transactions which are being processed will not be shown and will only be reflected once successfully completed.

How do I make transfers between my bank accounts using the Mobile Banking App?


You can make a transfers between accounts maintained with us or to any other bank within UK. The transfer can be made to registered payees. You can also do a Money Transfer to India using the app.

 

You can transfer funds only to a registered payee by following the below steps:

  1. Login to the app and go to the Transfer and Payment tab
  2. Select from account for debit and to account for credit
  3. Select and confirm transfer

 

Kindly note that when you provide your payment instructions, you will be given the opportunity to edit these instructions. Once you confirm your payment instructions this will constitute your agreement with us to carry out the transaction. CHAPS and SWIFT payments cannot be made using app.

Is there any limit when making payments using the Mobile Banking App?


Yes, there is a maximum limit per day. Any payment above this amount has to be initiated using our Internet Banking service or by visiting a branch.

  • Click here to know cut-off and limit for the payments to UK account.
  • Click here to know transfer limit for the money transfer to India

What happens if the internet connection drops during a transaction?


If the internet connection drops during a transaction then you may not get a confirmation informing you that the transaction was successful. In such cases you must check your account transaction statement and resubmit the transaction only if the previous transaction has not gone through.

How can I personalise the Mobile banking App with my photograph?


You can personalise the mobile app by clicking the picture tab on the home screen and by selecting a photograph available on your phone.

Security and passwords

What is M-Pin?


The M-Pin is a 6 digit number that you can set to access your account through the Mobile Banking App. Please ensure that you do not share the M-Pin with anyone to avoid fraudulent transaction.

What happens if I enter an incorrect M-PIN?


The access to your account through Mobile Banking App will be locked after three incorrect attempts and you will need to reset your details by calling our customer service centre on 0344 412 4444 (calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls).

 

However, you will be able to access your accounts via the Internet Banking service using your user ID and password.

Can I be confident that Mobile Banking is secure? What if I lose my mobile device?


  1. We have ensured that no data about your account is stored on the phone itself. Each time you access the app and enter your security details correctly you will be securely connected to our servers. Always remember to log out when you have finished.
  2. We would also encourage customers to take precautions when using their mobile devices in a public area.
  3. If you are worried that your security details have been compromised, or if you have lost your phone, please contact our customer service centre immediately on 0344 412 4444 (calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) to let us know.

What happens if I don’t logout?


The app will time out automatically after 60 second of inactivity. Unlike Personal Internet Banking there won't be a pop up message advising that it will time out.

What if I change my SIM card/ network?


This will not affect the app functionality and you can continue using it without any further action. It is essential that you delete the app from the phone if you don’t use the phone or if you give the phone to anyone else for usage.

What if I change my mobile phone?


You should always delete the app from the old mobile phone. You can download the app on 3 different devices and use it with the same 6-digit M-PIN on all the 3 devices. If you get a new mobile number which changes your registered mobile number, than you should de-register the old mobile number and then register the new one.

What is fingerprint authentication?


Fingerprint authentication allows you to log into the Mobile Banking App using your fingerprint as a passcode. This feature is only available on devices which have built in sensors which support fingerprint sensing. Please ensure that you do not store on your device, the finger prints of anyone else other than yours as these will be used by the app for logging in.

The finger print sensing feature for Apple devices is known as Touch ID®.

What are Touch ID/ Fingerprint Authentication enabled devices?


All devices that are fingerprint reader enabled for e.g., the iPhone® 5s or later, Samsung Galaxy S5 or later.

How do I activate Touch ID/ Fingerprint Authentication for the Mobile Banking App?


If you have a Touch ID/ Fingerprint Authentication enabled device, you first need to set up Touch ID/ Fingerprint authentication, as the case may be, on your device. To do that, select Touch ID and passcode for iOS devices and Fingerprint Authentication and password for Android devices from your device setting and add your fingerprint. You can than enable Touch ID/ Fingerprint Authentication on the app by turning on the Touch ID/ Fingerprint Authentication switch in the Enable Touch ID section in the app. Make sure you only register your fingerprint on your device and do not allow other people to add their fingerprint on your mobile device. We will consider any transaction initiated with a registered fingerprint as authorised by you.

If I switch to Touch ID/ Fingerprint Authentication, can I still use my 6-digit M-PIN?


Yes, you’ll also be able to log in to the App using your 6-digit M-PIN, if you select this option. To do this, tap cancel when asked to authenticate using your fingerprint. We’ll also ask you every now and then to log in using your 6-digit M-PIN – just to ensure that you remember it.

What if I have other people’s fingerprint registered on my device?


Any fingerprint registered for Touch ID/ Fingerprint Authentication on your device will be able to access the app. Make sure you only register your fingerprint on the device and do not allow other people to add their fingerprint on your mobile device. We will consider any transaction initiated with a registered fingerprint as authorised by you.

How will I access my Mobile Banking App if my fingerprint is not recognised?


You will have 3 chances to authenticate using your fingerprint and if your fingerprint is not recognised, you will then be asked to enter your 6-digit M-PIN. If you continue to face this situation where your fingerprint is not recognised then you may have to re-add your fingerprint in your device.

How can I turn off Touch ID / Fingerprint Authentication access to my Mobile Banking App?


To turn off Touch ID/ Fingerprint Authentication access to your app you need to go to the Enable Touch ID / Fingerprint authentication app setting and slide the switch to the off position.

Will my fingerprint be stored by ICICI Bank UK PLC?


No, your fingerprint will not be stored by us.

Why has Touch ID/ Fingerprint authentication stopped working?


To prevent fraud, we will ask you to set up your Touch ID/ Fingerprint Authentication again if we suspect that the fingerprint setting on your device has been changed.