Shangri-la Customer Care
Q. Why Shangrila ???
SDBL is a dream project of few innovative and motivated entrepreneurial minds rather than being just another bank in the crowd of financial institutions. Promoted by respected professionals, bankers, chartered accountants, doctors, engineers, businessmen, entrepreneurs, social workers, and other renowned personality of other fields with very good integrity and social standings.
Q. What is Shangrila Smart Banking? Why should I apply for it?
SADBL (Shangrila Development Bank Ltd.) Smart Banking is a convenient and safe mobile banking service by the help of which you can get instant access to your accounts via Internet or GPRS and SMS on your mobile device.
Q. What are the various features of SADBL Smart Banking?
SADBL Smart Banking offers a variety of features including but not limited to the following:
Q. What channels does SADBL Smart Banking support? Can I use it from aboard?
SADBL Smart Banking supports Internet/GPRS and SMS mode. In case of SMS mode a SMS will be pushed for every request and response will also be provided in SMS. For Internet/GPRS mode the request will be executed via Internet Connection (WiFi, GPRS/ 3G/ 4G). Hence, with the help of GPRS mode you can use it from anywhere around the world.
Q. How can I register for SADBL Smart Banking?
Any account holder of the Bank can register for SADBL Smart Banking by visiting nearest SADBL Bank’s branch. Once your user is created by bank you will get a SMS notification for activating your SADBL Smart Banking. You will then have to download the Shangrila Smart Banking application and activate your account by choosing to login via ‘Not Activated Yet’ link and enter your mobile number and account number to receive OTP (One-Time-Password) on the registered mobile. Using this OTP, you need to set your Login Password and Transaction PIN to start using the services.
Q. Can I do self registration to use SADBL Bank Smart?
Yes, self registration is possible please Click “Activate Account” and then enter your Mobile Number and Account Number and press NEXT. Enter the activation code received in SMS and press NEXT. Now you can set you login password and transaction PIN and submit to register. However, with self-registration you will be provided with non-financial role only. If you wish to enable financial role you need to visit nearest SADBL Bank’s Branch. In addition during self registration please make sure that you register the same mobile number which was provided during account opening.
Q. What is the difference between Login Password and Transaction PIN?
Login Password is the password to login with Internet/GPRS Mode on your device. Upon login if you wish execute any financial services such as Fund Transfer, Top-ups, Payments, etc. you need to put you Transaction PIN.
Likewise, if you are using SMS mode you need to put the Transaction PIN for every request.
Q. Can I use SADBL Smart Banking using another SIM than the registered one?
No, you cannot use SADBL Smart Banking by using SIM other than the registered one in case of SMS mode. Whereas, in case of GPRS mode, same is possible however you can’t use two different SIM in one mobile for security reason. Highly recommended to change your mobile number immediately requesting at any SADBL Bank’s branch.
Q. If I change my mobile device or upgrade the system, it say unauthorized device why?
To avoid any unauthorized access, we store the IME ID of your mobile upon first login. Hence, SADBL Smart Banking cannot be used if the mobile device is changed or system is upgraded. In order to use SADBL Smart Banking from new device you need request the Bank to reset your device. Self device reset service was blocked temporarily for security reason.
Q. I am a registered user but when I request through SMS Mode it gives an error message as unregistered user, why?
Usually, the error message is generated if you are using a DUAL SIM mobile. In case of dual SIM mobiles, SADBL Smart Banking app sends message from your default SIM. Hence, you need to change your default SIM with the registered number in SADBL Smart Banking. If you are not able to set the default SIM from setting of your mobile then either change the slot of the SIMs or visit nearest SADBL Bank’s Branch to change the registered mobile number to another.
Q. Why am I getting PIN expiry and password expiry messages ?
As per the security policy of the bank, the Password/PIN of SADBL Smart Banking expires every 90 days in order to force customers to change their Password/PIN periodically. In the SMS mode, you need to go the Setting and change the Transaction PIN. Similarly for the password, you need to login with the existing password in the Internet/GPRS mode and then you need to change the password with the old password as the current existing password and the new password means the password which you intend to set.
Q. What precaution should I take?
A few things that you as a customer should keep in mind while using SADBL Smart Banking are:
– The secrecy of your Login Password and Transaction PIN is your responsibility. Please do not share it with others. It is highly recommended that you memorize it and delete it immediately from your message inbox.
– Always use mobile banking apps available for your phone as the originating SMS will be encrypted when used with these apps. Always use the PlayStore for Android devices and Apple app store for iOS devices to download the apps.
– Change your Login Password and Transaction PIN on a regular basis.
– In case your phone gets lost, please contact us immediately to block the service to ensure unauthorized access is restricted.
Q. When I click certain menus like Fund Transfer, Topups my app display blank page why?
If you are able to see balance but the app display blank page if you choose any financial service such as Transfer, Payments then you are provided with Non Financial role only. To enable the financial role please visit nearest SADBL Bank’s branch.
Q. What is the charge for SADBL Bank Smart?
The combined annual charge for SADBL Smart Banking and Alert Service is NPR 250 only but for the first year, it’s free.
Q. What should I do if I get stuck?
If you are stuck at any point please call our mobile banking support unit at Head Office Baluwatar, Kathmandu from 10 A.M to 5 P.M
or
send an email to digital@shangrilabank.com or visit to nearest branch.
Telephone Number: 01-4421861/62/63
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