“TPBank Offers Omnichannel Support for Customers Updating Their Facial Recognition Data for Seamless Transactions”

The only bank offering 24/7 multi-channel face updates

Decision 2345/QD-NHNN of 2023 on the deployment of safety and security measures in online and card payments is about to take effect, meaning that customers’ transactions – especially large ones (from VND 10 million/time and VND 20 million/day) – will be more strictly protected as they must be made by the account holder themselves. This reduces the risk of large sums of money suddenly ‘disappearing’ from one’s account without their action. However, the process of capturing facial data can be a bit tricky as customers have to use their phones to read the NFC chip on their ID cards.

To ensure that all customers can update their facial data before July 1, TPBank has been actively communicating and providing detailed instructions with illustrations to guide customers through the process. If customers encounter any difficulties, TPBank offers diverse support channels, including the TPBank App and LiveBank 24/7 with consultants available day and night, traditional transaction counters with dedicated chip readers, and customer service officers who can visit customers’ premises to provide assistance.

While most banks require customers who cannot update their facial data online to visit a traditional transaction counter during business hours, TPBank offers a more convenient option. Even if customers are unable or unwilling to go to a branch during business hours, they can still update their facial data at LiveBank 24/7 with remote assistance from consultants at any time of the day. With nearly 500 transaction points, mainly in large cities – where a large number of customers are concentrated, LiveBank 24/7 is an effective support channel for customers who cannot update their facial data through the online channel.

Even older customers who are not tech-savvy can easily perform this operation. Mr. Hoang Nam (56 years old, Dong Da, Hanoi) shared: “After a few failed attempts to provide my facial data through the app, my son guided me to the nearest LiveBank 24/7, where I was able to update my data immediately. The staff there also introduced me to many other services that I can conveniently use at LiveBank.”

Officially applying face authentication for transactions for 100% of customers who have updated their data

TPBank has been a pioneer in the application of biometric technology since 2017-2018, when it started collecting biometric data of customers at LiveBank 24/7, allowing them to use their faces, fingerprints, or voices for transaction authentication. This convenient transaction method has become a distinctive feature of TPBank in the market and a favorite habit of customers when using the bank’s digital services. This explains the convenience, ease, and speed in implementing the face authentication according to Decision 2345 for TPBank customers.

As soon as Decision 2345 was announced in late 2023, TPBank immediately standardized and implemented supplementary regulations on the collection and authentication of biometric data by introducing a solution to read NFC chips on ID cards issued by the Ministry of Public Security (MPS) to match the old biometric database. Starting in early April 2024, an average of nearly 10,000 facial data and ID cards were updated daily in TPBank’s database through all channels (Mobile Banking, Internet Banking, Counter, and LiveBank 24/7)

Thanks to its focused strategy and modern technology platform, TPBank quickly synchronized the process to collect customer data while ensuring smooth operation with a large daily transaction volume. On June 20, TPBank became the first bank to comply with Decision 2345 for high-value transactions with all customers, 10 days before the Decision took effect (July 1, 2024)

Mr. Nguyen Hung, CEO of TPBank, shared: “Protecting customers as early and as comprehensively as possible is always our top priority, along with developing new, innovative products and services to meet customers’ increasingly sophisticated needs and preferences. Understanding the importance of Decision 2345 in bringing positive values to both the bank and customers, with our existing system, TPBank quickly mobilized resources to implement the Decision’s standards to ensure the safety of customers’ accounts to the highest level as soon as possible.”

Before Decision 2345, authentication factors were usually limited to traditional methods such as OTP, SmartOTP, signature, or card PIN… However, these methods could be exploited by fraudsters to deceive customers (Phishing OTP, identity theft, or signature forgery). Even Face ID authentication depends on algorithms to match facial patterns on personal mobile devices without ensuring that the account holder is the one making the transaction.

With Decision 2345 in place, the additional step of matching the captured face with the face on the ID card ensures that the person making the transaction is indeed the account holder, bringing positive impacts to both customers and the bank.

Set up face authentication conveniently with TPBank using one of the following methods:

Authenticate through the TPBank application: Prepare an ID card with a chip and a phone that supports NFC.

Update to the latest version of the TPBank App, log in, and follow the instructions. For details, click here.

Authenticate through LiveBank 24/7: Prepare an ID card with a chip, go to the nearest LiveBank 24/7, and select “Update ID card and face” and follow the instructions on the screen.

Authenticate at branches and transaction offices: Prepare an ID card with a chip and go to the nearest transaction counter. Our staff will assist you in updating your facial data on the system.