As per Decision No. 2345/QD-NHNN by the State Bank, from July 1, 2024, transactions such as account transfers, e-wallet top-ups, etc., over VND 10 million per transaction; or below VND 10 million per transaction but with a total transaction amount of VND 20 million or more per day, will require biometric authentication for subsequent transfers on the same day. In addition, before the first transaction using mobile banking or before transacting on a different device than the one used for the most recent transaction, customers must also be biometrically authenticated.
To comply with Decision 2345, customers need to supplement and update their biometric information with banks using two methods: via a mobile banking app or by visiting a branch/transaction office.
 Customers undergo biometric authentication to comply with Decision 2345/NHNN on online transactions
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Taking advantage of the context of customers updating their biometric information, some fraudsters have impersonated bank employees or state agency managers, contacting customers to offer “support” with the aim of appropriating property and information. Specifically, these individuals contact customers by calling, texting, or friending them on social media (Zalo, Facebook, Viber, etc.) to “guide” them through the process of collecting biometric data.
The fraudsters then ask customers to provide personal information, bank account information, ID card images, facial images, or may request a video call to collect additional data such as voice, gestures, and demeanor.
These individuals will guide customers to access a strange link to download and install a strange application on their phone. These malware-containing applications/software have an interface and images similar to the official applications of the Ministry of Public Security, State Management Agencies, or credit institutions.
Once the information is obtained, the fraudsters will appropriate money from the customers’ bank accounts and use their personal information for other malicious purposes such as borrowing money, gambling, etc.
Given the complex nature and sophisticated tactics employed by these fraudsters, SHB once again warns its customers:
1. Update biometric data only through the SHB Mobile/SHB SAHA banking app or in person at SHB transaction points nationwide. Do not provide or update biometric data through any other websites or applications.
Customers can proactively update their data through SHB Mobile/SHB SAHA
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2. Do not provide OTP, password, card number, personal information, ID card images, biometric data, etc., to anyone, including bank employees. SHB does not request customers to provide personal information through channels such as phone calls, SMS, email, or chat software (Zalo, Viber, Facebook, etc.).
3. If you encounter difficulties when updating biometric information or performing online transaction authentication as per regulations, please follow the instructions posted on the website (https://www.shb.com.vn/) or visit our transaction counters and branches directly.
4. If you suspect or detect any signs of fraud in messages, calls, or emails, please contact SHB’s 24/7 Customer Support Center at *6688, your nearest SHB transaction point, or the police for assistance.
5. Stay vigilant and informed about sophisticated fraud schemes. Protect your personal information; it is your legal right to keep it confidential and not disclose it unnecessarily.
Previously, to ensure that all Vietnamese and foreign customers using SHB services could supplement/update their biometric data as per Decision 2345, SHB had continuously communicated through multiple channels (press, television, email, SMS, app push notifications, etc.) with specific illustrations to help customers perform the update on their own via the SHB Mobile/SHB SAHA banking app. If customers could not do it themselves, our consultants at the transaction counters and customer service officers, along with dedicated chip readers, were ready to assist.
As one of the four largest private banks in Vietnam, with over 92% of transactions conducted through digital channels, SHB recognizes the urgency of implementing Decision 2345 to protect customers when transacting online. In the last three years, the bank has strengthened the completion of information technology infrastructure, standardized database systems, enhanced data security, and improved risk management to lay the foundation for subsequent transformation plans. SHB is aggressively and comprehensively executing its 2024-2028 Transformation Strategy, accelerating digitization and technology integration across all operations, and continuously enhancing governance capabilities to international standards with a modern model, while remaining steadfast in its commitment to sustainable, safe, and efficient development.
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