e-channels User Guide ATM

Transcription

1 e-channels User Guide ATM Version 1.0 Last updated: 20/08/2017 qnb.com

2 Introduction... 4 Contents First time card PIN change... 8 How to make a balance inquiry How to perform a Fast Cash withdrawal How to withdraw other cash amounts Can I withdraw cash in a foreign currency? Can I deposit cash through the ATM? Can I make a bill payment using the ATM? Can I purchase mobile top-ups through the ATM? Can I do transfers through the ATM? How do I request a cheque book? How do I change my card s PIN? How do I request mini account statements? Can I do a Western Union transfer through the ATM? How can I use the new biometric eye scan verification? How do I find where QNB ATMs are located? Limits and charges Terms and conditions

3 4 Introduction

4 Introduction Introduction QNB ATM QNB ATMs are more than simply a place to withdraw cash; customers can pay their bills, deposit cash, deposit cheques and much more. With established partners like Ooredoo, Vodafone and Kahramaa, QNB customers can also pay their utility and communication payments bills at any QNB ATM. Features Cash withdrawal in QR and other currencies up to QR 50,000 per day Cash Deposits Cheque Deposits - Maximum of up to 5 cheques per account per day - Maximum cheque amount of QR 100,000 Chequebook requests Bill payments and top-ups (Kahramaa, Ooredoo, Ooredoo Top-ups Credit Cards, etc.) Vodafone RED top-ups (open to all Vodafone customers) Account statement print-outs for current and card accounts IPO subscriptions Fund transfers Western Union Transfer 46 6 Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 7

5 8 First time card PIN change

6 First time card PIN change First time card PIN change First time card PIN change Language Selection screen After entering PIN, the user will be prompted with below screen to make a compulsory PIN change Please Enter PIN screen For setting a new PIN, the below screen will be displayed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 11

7 First time card PIN change First time card PIN change Re-enter new PIN After resetting the PIN, the below confirmation screen will be displayed to the user Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com13

8 How to make a balance inquiry 14

9 Balance Inquiry Balance Inquiry Balance Inquiry Customer can view a quick balance by clicking Balance button. This feature will display customer primary account balance To view other account balance or to print account balance, Click More Services button Customer primary account balance will be display as below Then select Request button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 17

10 Balance Inquiry Balance Inquiry Then select Balance Inquiry button Selected account balance will be displayed as per below screen sample, and customer can also print the account balance customer list of active accounts will be displayed here and customer can select the account to view or print the balance details Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 19

11 How to perform a Fast Cash withdrawal 20

12 Quick Cash Withdrawal Quick Cash Withdrawal Customer can perform a Fast Cash withdrawal by selecting the fixed amount on the screen. The selection can be change based on card type or bank decision Select the appropriate option to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 23

13 How to withdraw other cash amounts 24

14 Withdrawing Other Cash Amounts Withdrawing Other Cash Amounts Customer can perform cash withdrawal of other amount by clicking Other Amount button Select the appropriate option to proceed If customer was using Debit Card, list of account will be displayed before the Enter amount screen. For Credit Card user, it will skip and directly go to below screen Enter the amount to withdraw and press the Enter button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 27

15 Can I withdraw cash in a foreign currency? 28

16 Foreign Currency Cash Withdrawal Foreign Currency Cash Withdrawal There are selected ATMs which can perform cash withdrawal of foreign currency, customer can check this information in QNB portal. To perform the cash withdrawal customer can click the Other Amount and Currency button Customer can select the currency selection available on the ATM. Currency option can be changed from time to time subject to bank decision If customer is using a Debit card, list of account will be displayed while Credit Card user will skip this part Enter the amount and click the Enter button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 31

17 Foreign Currency Cash Withdrawal Foreign Currency Cash Withdrawal Select the appropriate option to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 33

18 Can I deposit cash through the ATM? 34

19 Depositing Cash Through the ATM Depositing Cash Through the ATM Customer can select the currency selection available on the ATM. Currency option can be changed from time to time subject to bank decision Select the Deposit Cash button Select the account to deposit the cash Deposit the cash and kindly note on the instruction that Bill notes QR 1 and QR 5 should not be deposited for this transaction Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 37

20 Depositing Cash Through the ATM Review the deposit transaction and ensure the deposited amount is correct. You can add more cash deposit by selecting Deposit More button OR select Confirm to proceed, OR select Cancel to cancel the transaction Confirm the deposit details and select Confirm to complete the transaction Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 39

21 Can I make a bill payment using the ATM? 40

22 Bill Payment Using ATM Bill Payment Using ATM Ooredoo Bill Payment To perform Ooredoo bill payment via the ATM, select the More Services button Select the Ooredoo button Select the Utility button Select the appropriate option to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 43

23 Bill Payment Using ATM Bill Payment Using ATM Select the Postpaid button for bill payment Enter the Ooredoo Service number and select the Enter button to proceed Enter QID number and select the Enter button to proceed Amount due will be displayed on screen. Select suitable Account from which to pay the Ooredoo bill Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 45

24 Bill Payment Using ATM Bill Payment Using ATM Enter the payment amount and select the Enter button to proceed Vodafone Bill Payment Select the Confirm button to proceed To perform Vodafone bill payment via the ATM, select the More Services button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 47

25 Bill Payment Using ATM Bill Payment Using ATM Select Utility button Select suitable option to proceed further Select Vodafone button Select Postpaid button for bill payment Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 49

26 Bill Payment Using ATM Bill Payment Using ATM Enter QID number and select enter button to proceed further Amount due will be displayed on screen and select suitable Account to pay Ooredoo bill Enter vodafone Service number and select enter button to proceed further Enter payment amount and select enter button to proceed further Select Confirm button to proceed further Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com51

27 Bill Payment Using ATM Bill Payment Using ATM Kahramaa Bill payment Select Confirm button to proceed further To perform Kahramaa bill payment via the ATM, select the More Services button Select Utility button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 53

28 Bill Payment Using ATM Bill Payment Using ATM Select Kahramaa button Enter Kahramaa Service number and select enter button to proceed further Select suitable option to proceed further Amount due will be displayed on screen and select suitable Account to pay Kahramaa bill Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 55

29 Bill Payment Using ATM Select Confirm button to proceed further Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 57

30 Can I purchase mobile top-ups through the ATM? 58

31 Mobile top-ups through the ATM Mobile top-ups through the ATM Ooredoo Prepaid To perform Ooredoo Prepaid Purchase via the ATM, select the More Services button Select the Ooredoo button Select the Utility button Select the appropriate option to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 61

32 Mobile top-ups through the ATM Mobile top-ups through the ATM Select the Prepaid button Select the required voucher to proceed Select the appropriate option to proceed with Ooredoo mobile top-up Re-Enter the Ooredoo mobile number and select Enter to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 63

33 Mobile top-ups through the ATM Mobile top-ups through the ATM Re-Enter the Ooredoo mobile number and select Enter to proceed Select the Conafirm button to proceed Select the appropriate account to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 65

34 Mobile top-ups through the ATM Mobile top-ups through the ATM Vodafone Prepaid To perform Vodafone Prepaid Purchase via the ATM, select the More Services button Select the Vodafone button Select the Utility button Select the appropriate option to proceed (Select Account) Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 67

35 Mobile top-ups through the ATM Mobile top-ups through the ATM Select the Prepaid button to proceed Enter the Vodafone mobile number and select Enter to proceed Select the required Vodafone voucher to proceed Re-Enter the Vodafone mobile number and select Enter to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 69

36 Mobile top-ups through the ATM Mobile top-ups through the ATM Select the appropriate account to proceed Select Confirm to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 71

37 Can I do transfers through the ATM? 72

38 Transfers through the ATM Transfers through the ATM Currently customer can perform own account transfer, by selecting More Services button Select the Account button Select the Transfer button Select the account from which to make the payment Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 75

39 Transfers through the ATM Transfers through the ATM Select the account to be credited Select the Confirm button to proceed Insert the Money and select the Enter button to proceed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 77

40 How do I request a cheque book? 78

41 Cheque Book Request Cheque Book Request Customer can request a cheque book where it will be printed and delivered to customer main account branch. Select More Services button to request the cheque book Select the Cheque book button Select the Request button Select the appropriate account Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 81

42 Cheque Book Request Select the Confirm button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com

43 How do I change my card s PIN? 84

44 PIN Change PIN Change Customer can change Card PIN anytime by selecting More Services button Select the PIN Change button Select the Request button Enter the new PIN Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 87

45 PIN Change Re-enter the new PIN Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 89

46 How do I request mini account statements? 90

47 Mini-Statements Mini-Statements You can request a transaction statement of your preferred account by selecting More Services button Select the Mini-statement Inquiry button Select the Request button Select the appropriate account Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 93

48 Mini-Statements Customer will be able to view the latest 10 transaction of the selected account and request to print on a receipt if needed Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 95

49 Can I do a Western Union transfer through the ATM? 96

50 Western Union Transfers Western Union Transfers Customer can now perform Western Union (WU) transfer via ATM, on condition that the WU service or beneficiary is registered in Internet Banking / Mobile Banking. Select More Services button Select the Western Union button Select the Transfer button Select the Next button to continue Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 99

51 Western Union Transfers Western Union Transfers Select which account to use for the transaction Enter which country to transfer to. You don t have to enter the full name of a country, an initial and partial name of the country is sufficient to filter the country list for your selection Select which beneficiary to transfer the WU transaction. Beneficiary listed here are based on registration done in Internet / Mobile Banking To continue, select the beneficiary country to transfer to. If you wish to select another country, just select Back button to return to previous screen Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 101

52 Western Union Transfers Western Union Transfers Select the purpose of the remittance Enter the amount to transfer and select Enter button to continue Select the currency you wish to transfer. Currency option is based on origin and destination country currency Select the I Agree button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 103

53 Western Union Transfers Western Union Transfers Select Confirm button to complete the WU Transfer. Kindly note, transaction limit, charges and fees will be applied the same way as Internet / Mobile Banking Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 105

54 How can I use the new biometric eye scan verification? 106

55 Eye Scan Verification on the ATM Eye Scan Verification on the ATM The biometric Eyes Scan service is available at selected QNB ATMs. Currently it is available in most of the major malls in Qatar. For more locations, please visit QNB.com. To use the service, tap the ATM screen. You will see the following screen. Select the QNB IRIS Eyes Scan button to continue Eyes Scan validation Successful. Please wait. Listen to the voice instruction and look at the Eyes Scanner or camera IRIS Select the appropriate card type (Debit or Credit Card). Then select Continue to proceed. You will be directed to the next screen based on the card type chosen. The rest of the menu will be similar to when you use a card, except that, by using the Eyes Scan service, you will not require any physical card or PIN to access ATM services IRIS Please stand in front of the ATM and look at the Eyes Scan device and listen to the voice instruction. Note: To exit, press the Cancel button on the screen or keypad Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 109

56 How do I find where QNB ATMs are located? 110

57 QNB ATM Locator QNB ATM Locator Download QNB Mobile Application for easier navigation and access to updated information of QNB and other services. Click on the ATM Locator option Click on Get Direction button Direction will appear on the map Click on the QNB icon to locate Branch Click on Direction List button Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 113

58 114 Limits and charges

59 Transaction Limits (QR) Feature / Card Type Service Min per transaction Max per transaction Max per day Max per account Count limit Cash Withdrawal Fast Cash ,000 50,000 5 Other Amount Withdrawal ,000 50,000 5 Card Payment 1 100,000 Cheque Deposit 1 100, , ,000 5 Transfer Own Account Transfer 1 999, , , Western Union , Bill Payment Ooredoo 1 100,000 Vodafone 1 100,000 Kahramaa 1 100,000 Prepaid Ooredoo Vodafone Cardless Mobile Cash/SMS ,000 10,000 5 Ooredoo Mobile Money ,000 2, Version 1.0 Last updated: 00/00/0000 Version 1.0 Last updated: 20/08/2017 qnb.com 117

60 Terms and conditions 4118 Version 1.0 Last updated: 20/08/2017

61 Terms and conditions Terms and conditions QNB ATM and Self-Service Terminals. Terms and conditions. Introduction QNB ATMs are more than simply a place to withdraw cash; customers can pay their bills, deposit cash, deposit cheques and more. With established partners like Ooredoo, Vodafone, Kahramaa and Qatar Cool, QNB customers can also pay their utility bills at any QNB ATM. Term and condition This QNB Automated Teller Machine and Self-Service Terminal Services Agreement and Disclosure (the Agreement ) is entered into between Qatar National Bank S.A.Q ( QNB ) (the Bank ) and the customer of the Bank, who hereby subscribes to QNB Automated Teller Machine and Self-Service Terminal Electronic Services ( The Services ). This Agreement applies to all use of the customer s account whether by the customer or by any other person authorized by the customer, and the customer will be responsible for all such use. The customer is sometimes referred to in the Agreement as you or your and the Bank is sometimes referred to as we, us, and/or our. If you use the Services or permit another person to use the Services offered by QNB on your behalf, you agree to the terms and conditions stated in the Agreement. 1. SCOPE OF AGREEMENT 1.1 The Services This Agreement governs electronic access to your accounts with the Bank. The terms and conditions set forth herein are in addition to, and do not cancel or supersede, any other agreements or signature cards governing your deposits, loans or other business relationships with the Bank. All of the terms, conditions, agreements, representations, schedules, disclosures, and fees set forth in or associated with such other agreements and signature cards remain in full force and effect. However, the persons you authorize to have access to and make transfers from your account(s) through QNB ATMs may not be the same persons who are authorized to gain access to the account under your other agreements and signature cards with us, or you may give them greater authority to conduct activities through QNB than they have under your other agreements and signature cards with us. In cases where your authorizations to other persons do not coincide with your authorizations for the same account(s) under the signature card agreement(s), the signature card agreement(s) will govern QNB transactions. 1.2 Instructions and Fee Any instructions we may issue for the use of QNB services (collectively, Instructions ) and any fees we may charge are a part of this Agreement and are incorporated herein by reference. The Bank may debit the customer s account with fees and charges for any instructions through the service. Such fees and charges shall be as per the Bank s current Schedule of Charges for the various services and subject to any amendments by the Bank. 1.3 Changes in Terms and Amendments We may add, delete or amend terms, conditions and other provisions, fees, charges, or other terms described in this Agreement at any time. We will notify you of any such change or amendment electronically by posting in QNB Website, QNB Internet Banking or QNB Mobile Banking, and/or SMS Notifications. 2. DESCRIPTION OF AND LIMITATIONS ON QNB 2.1 General Description of Services In general, the Services package enables you to inquire account balance and perform cash withdrawal on your accounts with the Bank, which may also include: Main features available in Automated Teller Machine (ATM) Feature Balance Inquiry Cash Withdrawal Cash Deposit Card Payment Cheque Book Request Bill Payment and Prepaid /Topup Purchase Own Account Transfer PIN Change Mini Statement IPO Subscription QNB Mobile Cash Ooredoo Mobile Wallet Description To view account(s) and card balance. To withdraw cash from own account or cash advance from credit card. To deposit cash to own account. To make payment to own credit card outstanding balance. To request cheque book and to collect from account holding branch once ready. To make payment for Utility or Telco bills. List of partner is not limited and may update from time to time. To perform transfer between own accounts. To update or change Debit/Credit card PIN. To view most recent (last 8) transactions in the selected account or card. To subscribe Initial Public Offering (IPO). Cardless cash withdrawal. Cash withdrawal from Ooredoo Mobile Wallet. Biometric Eyes Scan verification Require first time registration at QNB Branch. Only applicable for QNB Customers with Qatar National ID with smart chip that enable biometric feature. Available only at selected ATMs. For more information to refer QNB.com homepage. Cheque Deposit To deposit cheque to own account(s): Maximum allowed up to 5 cheque per account daily Maximum amount of the Cheque cannot exceed QR 100,000 Available only at selected ATM. For more information to refer QNB.com homepage. Funds are cleared into your account next business day subject to successful Cheque clearing procedures. Main features available in Cheque Book Machine (CBM) Feature Description Cheque Book Printing Instant Cheque Book printing Cheque Book Printing at selected branches Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 121

62 Terms and conditions Terms and conditions This list is not exhaustive and the Bank may offer additional or different QNB services in the future, all of which will be governed by this Agreement, as amended. QNB shall not be liable of the unavailability of any of the above features due to any technical error or due to system maintenance. 2.2 Types of Transfers and Limitations You can make transfers only between your own accounts with the Bank. Transfers may be limited in amount as provided in our Account Agreements or in accordance with Bank policies. The Bank reserves the right to further limit the frequency and amount of transactions from your accounts for security or credit reasons, as the Bank may determine at any time at its sole discretion. 2.3 Bill Payment Service Bill Payment service is an electronic payment system that permits you to initiate and authorize payments from your accounts to payees, which you have selected in advance to receive payments by means of this service ( payee is a person or business you are paying). If you participate in this service, you may use Bill Payment to make payments from any of your eligible accounts. When you have entered and transmitted payment instructions, you authorize the Bank to withdraw and transfer funds from your account accordingly. You are responsible for any non-sufficient funds ( NSF ) and/or overdraft charges the Bank may impose, as stated in the Account Agreements governing your accounts. The Bank reserves the right to refuse to honor payment requests that reasonably appear to the Bank to be fraudulent, incomplete, erroneous, or if you do not follow the Bank s instructions for Bill Payment. In addition, the Bank will not be able to execute any Bill Payment if the payee cannot or will not accept such payment. Using Bill Payment, you can only pay payees with addresses in Qatar. While most payments can be made using Bill Payment, the Bank reserves the right to refuse to pay certain payees. The Bank also reserves the right to terminate your use of the Bill Payment service at any time. If the payee is to be paid electronically, you understand and agree that the payee may not receive the payment until 72 hours or more after it is debited from your account. Further delays may be caused by the failure of the payee to process a payment on the Business Day that it is received. You authorize the Bank, and any third party processing agent that we may select, to use any payment method (electronic or paper) we choose to process each of your payments. It is your responsibility to authorize your Bill Payments in such a manner that your bills are paid on time. 2.4 Order of Payments and Transfers It is your responsibility to ensure that you have sufficient funds / available balance in your accounts or credit card account from which you select and/or instruct us to make a payment or transfers. If funds are withdrawn from any of your accounts by means of electronic fund transfers, other than through QNB on the same business day as a QNB transaction, and if the account contains insufficient funds to enable both the electronic fund transfer and the QNB transfer to be made, the transfers will be made in the order determined by the Bank, in its sole discretion. You are fully obligated to us to ensure you have sufficient funds available in your account or credit card or have Cash funds available for any payments or transfers you make or authorize to be made. If we complete a payment or transfer that you make or authorize and we subsequently learn that you have insufficient funds for the transaction, you agree to reimburse us upon our demand, and you further agree that we may reverse the transaction or offset the shortage with funds from any other deposit account(s) you have with us without prior notice or approval from your side to the extent permitted by the applicable law and the terms of any other relevant Account Agreements. 2.5 Minimum Requirements In order to use QNB ATM and Self-Service Terminal Service, you must have debit/credit card type facility with the bank. You are responsible for the security of your debit/credit card security PIN and physical card condition. QNB ATM also support other card scheme or network, NAPS Network (Local Qatar Bank Network) GCC Network (Gulf Banks Network) Visa and Mastercard (International Network of Visa and Mastercard) China Union Pay (China Banks Network) This list is not exhaustive and the Bank may offer additional or different QNB services in the future, all of which will be governed by this Agreement, as amended. 2.6 Registration Process If you are QNB customer, you agree to use your debit/credit card number and PIN for first time activation at QNB ATM and you will be prompted to change your PIN on the first use. If you do not own a QNB debit/credit card, you must apply for one and use it for registration thereafter. Non-QNB Customer are subject to card issuer bank terms and conditions. You are responsible for any late payment or finance charge that may be imposed as a result of your failure to schedule payments or transmit payment instructions in a timely manner. We are not responsible for any delay or other adverse consequence that results or is alleged to result from the choice of payment methods, from delays in the delivery of mail or the improper handling or transmission of payments by a third party, or the failure of a payee to accept, process or properly post a payment in a timely manner Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 123

63 Terms and conditions Terms and conditions 2.7 Access Code and Security Your debit/credit card will have a secured PIN (Personal Identification Number) which will be provided upon card issuance. You are advised to secure this PIN and change the PIN accordingly if it has been compromised by third party. We recommend that you change your PIN frequently if you deem it necessary. Your PIN can be changed at: QNB ATMs in QATAR QNB Branches / Card Centers Center via SMS SMS Banking Pull Services Please refer to our Website qnb.com product webpages for instructions on PIN Change request using SMS Banking. For security purposes, it is recommended that you memorize your PIN and do not write it down. You are responsible for keeping your PIN and account data confidential. Use of the PIN is the agreed security procedure between you and the Bank. You should keep your PIN confidential in order to prevent unauthorized use of your accounts with QNB and to prevent any possible losses. Anyone to whom you give or disclose your PIN will have full access to your accounts, even if you attempt to limit that person s authority. You are responsible for all transactions you authorize or make using the Services, including any transactions that may be unintentionally or inadvertently authorized or made, and any losses, charges, or penalties incurred as a result. your biometric information with the Bank. In the event during registration Biometric Information is unable to be verified due to failure of the QID chip, you consult the MOI on the issue related to biometric information or QID chip. In the event that verification by Biometric Authentication fails due to authentication device, eye scanner, or matching failure, you are to report to QNB Customer Care Center for further investigation. However you still have the option to continue your transactions by using Card and PIN for the ATM services. The Bank will record and store your encrypted biometric information as per your QID chip card. The Bank will perform the acquisition, use, maintenance, disposal of your Biometric Authentication information in the event of change or deletion of registered Biometric Authentication information QID chip card. Reporting Unauthorized Transaction or Theft of Loss of Access Codes If you believe that an unauthorized transaction has been or may be made from your account, alert the Bank immediately by calling QNB Customer Care Center at or write us at: Qatar National Bank Attn: Customer Care Center Manager P. O. Box 1000, Doha, Qatar In addition, except as otherwise provided in this Agreement, you are responsible for transactions by unauthorized persons using your PIN. If your card is lost or stolen it is your responsibility to contact the Bank by calling our Call Center at and immediately report it as stolen so that the Bank can stop and protect access to your account. 2.8 Biometric authentication and security Biometric authentication, is the automatic recognition of persons based on unique combinations of measurable physical or behavioral characteristics. Examples include fingerprints, iris scanning, face and voice recognition, or hand geometry. All of these biometric techniques are differentiated by speed, durability, reliability, and cost-effectiveness. To register Biometric Information, the Depositor shall be required to register for the first time at any bank branches with a Qatar National Identification (QID) card that has a smart chip with the biometric feature enabled. The Biometric Information will be registered upon the Bank s acceptance of the application and condition of your biometric information on a QID card issued by Ministry of Information (MOI). In the event of change or deletion of biometric information in the QID chip, you must inform and update Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 125

64 Terms and conditions Terms and conditions 3. RESPONSIBILITY OF PARTIES 3.1 Privacy and Confidentiality The importance of maintaining the confidentiality and privacy of the information provided by our customers is one of our highest priorities. You should carefully review our privacy policy as stated on our web site at Our privacy policy is incorporated in this Agreement by reference and you hereby agree that you have read our privacy policy, understand it and agree to its terms. 3.2 Customer s Responsibilities You are responsible for keeping your Account, Card and PIN details confidential. We are entitled to act on transaction instructions received using your security credential and you agree that the use of your Card/ PIN/Biometric will have the same effect as your signature in authorizing transactions, authenticating your identity, and verifying instructions you have provided to us. If you authorize other persons to use your card and PIN in any manner, your authorization will be considered unlimited in amount and manner until you have notified us in writing that you have revoked the authorization and changed your card and PIN, and you are responsible for any transactions made by such persons until you notify us that transfers by that person or instructions regarding your account(s) are no longer authorized and we have a reasonable opportunity to act upon the change of your card and PIN. If you believe your card and PIN has become known by an unauthorized person, or that an unauthorized transaction has been or may be made from your account, alert the Bank immediately by calling us at or write us at: Qatar National Bank Attn: Customer Care Center Manager P. O. Box 1000, Doha, Qatar 3.3 Things for Which We Will Not Be Responsible and Further Limitations on Our Liability (a) Access We will not be liable under this Agreement for failure to provide access or for interruptions in access to the Services due to a system failure or due to other unforeseen circumstances. (b) Our Computer Equipment and Your Software We will not be responsible for any errors or failures from any malfunction of your mobile device or a mobile/computer virus or other problems relating to your mobile/computer equipment used with the Services. We are not responsible for any error, damages or other loss you may suffer due to malfunction or misapplication of any system you use, including your browser, your Internet service provider, or any equipment you may use (including your telecommunications facilities and hardware) to access or communicate with the Services. (c) Warranty and Software Limitation NEITHER WE NOR ANY SOFTWARE SUPPLIERS NOR ANY INFORMATION PROVIDERS MAKE ANY WARRANTY, EXPRESS OR IMPLIED, TO YOU CONCERNING THE SOFTWARE, EQUIPMENT, BROWSER OR OTHER SERVICES INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR PARTICULAR PURPOSE OR NON-INFRINGEMENT OF THIRDPARTY RIGHTS, UNLESS DISCLAIMING SUCH WARRANTY IS PROHIBITED BY LAW. (d) Mobile/Computer-related Warranties Neither we nor any software supplier nor information provider represents and warrants to you that the software we supply to you for the Services is free from any defects, mobile/computer virus or other software related problems. In the event of such defects or mobile/computer virus caused by the QNB software, our sole responsibility shall be limited to the replacement or the reasonable cost of replacement of the software we provided in connection with the QNB services. We will not be liable for any indirect, special, consequential, economic or other damages. In states which do not allow the exclusion or limitation or liability is limited to the extent permitted by applicable law. 3.4 Bill Payments We are not responsible for postal delays or processing delays by the payee for any Bill Payment made through the Service. 3.5 Electronic Cheque Deposit Electronic Cheque shall mean cheque scanned electronically using the functionality provided by the Bank from time to time. Where the Customer avails the Electronic Cheque functionality provided by the Bank it shall safe keep the physical cheque and shall deliver same to the Bank upon request. In the event that the Customer is unable to deliver the physical cheque upon the request of the Bank, the Bank shall have no liability to the Customer and the Customer shall indemnify the Bank for the losses, damages and expenses incurred by the Bank due to the failure to provide the physical cheque. 3.6 General Limitation on Liability IN NO EVENT SHALL THE BANK BE LIABLE FOR SPECIAL, INDIRECT, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL LOSS OR DAMAGE OF ANY KIND INCLUDING LOST PROFITS WHETHER OR NOT THE BANK HAS ADVISED YOU OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE ARISING OR RELATED TO YOUR USE OF QNB. IN STATES WHICH DO NOT ALLOW THE EXCLUSION OR LIMITATION, OUR LIABILITY IS LIMITED TO THE EXTENT PERMITTED BY APPLICABLE LAW. 3.7 Customer Liability QNB will only be liable for any loss you incur after the date and time of reporting to QNB the loss or theft of your Username, Password or device. QNB shall not be liable if you incur any loss before the date and time of reporting your loss or theft of Username, Password or device. You are fully obligated to us to provide sufficient funds for any payments or transfers you make or authorize to be made. If we complete a payment or transfer that you make or authorize and we subsequently learn that you Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 127

65 Terms and conditions Terms and conditions have insufficient funds for the transaction, you agree that we may reverse the transaction or offset the shortage with funds from any other deposit account(s) you have with us without prior notice or approval from you to the extent permissible by the applicable law and the terms of any other relevant agreements. 3.8 Bank s Responsibility The Bank is responsible for completing transfers on time according to your properly entered and transmitted instructions. However, the Bank will not be liable for completing transfers:- if, through no fault of ours, you do not have enough available money in the account from which a payment or transfer is to be made, if the account has been closed, frozen, or is not in good standing, or if we reverse payment or transfer because of insufficient funds; - if any transfer exceeds the credit limit of any account or under the Instructions of this Agreement; - if you have not properly followed software or QNB instructions on how to make a transfer or other transaction; - if you have not given the Bank complete, correct, and current instructions, account numbers, or other identifying information so that the Bank can properly credit your account or otherwise complete the transaction; - if you receive notice from a merchant or other institution that any payment or transfer you have made remains unpaid or has not been completed, and you fail to notify us promptly of that fact; - if withdrawals from any of your linked accounts have been prohibited by a court order such as a garnishment or other legal process; - if your Mobile device, your software, or the Services was not working properly and this problem should have been apparent to you when you attempted to authorize a transfer; - if you, or anyone you allow, commits fraud or violates any law or regulation; - if circumstances beyond the Bank s control prevent making a transfer or payment, despite reasonable precautions that the Bank has taken. Such circumstances include telecommunications outages, postal strikes, delays caused by payees, fires, and floods. There may be other exceptions to the Bank s liability as stated in the Account Agreements. IN ADDITION, THE BANK WILL NOT BE LIABLE FOR INDIRECT, SPECIAL, CONSEQUENTIAL, ECONOMIC, OR OTHER DAMAGES ARISING OUT OF THE INSTALLATION, USE OR MAINTENANCE OF QNB AND/OR ITS RELATED EQUIPMENT, SOFTWARE, OR ONLINE SERVICES. 3.9 Disclosure of Account Information to Third Parties To the extent necessary to carry out the Bank functions, the Bank may disclose information about your accounts to third parties in the following instances: - when it is necessary for completing transfers; - in order to verify the existence and condition of a Payment Account, merchant, or for a payee or holder of a check issued by the Bank; - in order to comply with laws, Qatar Central Bank directives, government agency rules or orders, court orders, subpoenas or other legal process, or in order to give information to any government agency or official having legal authority to request such information; - to protect and enforce our rights; - in order to share information with our affiliates to the extent allowed by law; - in order to contract with outside agents or service providers to prepare account statements, enter or calculate transactions and balances, or provide other materials or services on our behalf; 4. MISCELLANEOUS 4.1 Business Days and Hours of Operation QNB is generally available twenty-four (24) hours a day, seven (7) days a week. However, at certain times, some or all of QNB Service may not be available due to system maintenance. A transfer initiated through QNB before 2:00 p.m. Qatar Local Time (on a Business Day) is generally posted to your account the same day. All transfers completed after 2:00 p.m. Qatar Local Time on a Business Day or on a Friday, Saturday, or Bank holiday or public holiday will generally be posted on the next Business Day. Our Business Days are Sunday to Thursday. 4.2 Notices and Communications Except as otherwise provided in this Agreement, all notices required to be sent to you will be effective when we mail or deliver them to the current address that we have for you in our records. Notices from you will be effective when received by mail at the address specified, Qatar National Bank Attn: Customer Care Center Manager P. O. Box 1000, Doha, Qatar 4.3 Communications In general, communications sent over the public Internet are not necessarily secure. Therefore, we shall not send and we strongly suggest that you do not send any confidential account information. We will not respond to account information related questions sent via Internet . Correspondence that requires expeditious handling, for example, if you need to report an unauthorized transaction from one of your accounts, should be made by calling the Bank at Assignment The Bank may assign its rights and delegate its duties under this Agreement to a company affiliated with the Bank or to any other party. 4.5 No Waiver The Bank shall not be deemed to have waived any of its rights or remedies unless such waiver is in writing and signed by the Bank. No delay or omission on the part of the Bank in exercising its rights or remedies shall operate as a waiver of such rights or remedies or any other rights or remedies. A waiver on any one occasion shall not be construed as a bar or waiver of any rights or remedies on future occasions Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 129

66 Terms and conditions 4.6 Governing Law This Agreement shall be governed by, construed and enforced in accordance with the laws of the State of Qatar. Your existing account relationships and Account Agreements with the Bank will continue to be governed by and construed in accordance with the laws governing those Account Agreements. 4.7 Severability Should any part of this Agreement be held invalid or unenforceable, that portion shall be construed consistent with applicable law as nearly as possible to reflect the original intent of the Agreement, and the remaining portions shall remain in full force and effect. 4.8 Copyright and Trademarks The content, organization, graphics design, compilation, magnetic translation, digital conversion and other matters related to our website and QNB are protected under applicable copyrights, trademarks and other proprietary rights. The copying, redistribution, use or publication by you of any part of our website, except as allowed by this Agreement, is strictly prohibited. You do not by virtue of this Agreement acquire any ownership rights to any content, document or other materials accessed through our website or QNB. The posting of information or materials on our website or through QNB does not constitute a waiver by us of any proprietary or other right we have in such information or materials. Help Desk and Contact For any inquiries, please contact our Customer Care Centre: Hotline Number : (+974) OR Visit our website at qnb.com Version 1.0 Last updated: 20/08/2017 Version 1.0 Last updated: 20/08/2017 qnb.com 131