As of January 1st, 2025, SHB will TEMPORARILY SUSPEND online transactions (funds transfer, bill payments, top-ups, etc.) and cash withdrawal/transfer transactions at ATMs if customers (including individual customers and legal representatives of organizational customers) have not updated their biometric information and replaced their expired identification documents.
At the same time, customers will only be able to perform cash withdrawal and electronic payment transactions on their payment accounts and cards when they have completed the verification of their embedded Citizen ID Card/Identity Card (CCCDGC/TCC) and biometric information of the account/cardholder with the biometric data stored in the database of the Ministry of Public Security.
 SHB customers are advised to complete biometric updates promptly to avoid transaction disruptions.
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Therefore, to ensure uninterrupted cash withdrawals and payments on payment accounts and cards, SHB once again recommends that customers check the validity of their identification documents and complete biometric updates by December 31st, 2024, as follows:
For individual customers:
1. Customers with valid CCCDGC/TCC should perform verification of their identification documents and biometric information via the SHB mobile banking app or at any SHB transaction counter nationwide.
2. Customers with soon-to-be expired, already expired, or 9-digit identification documents/non-embedded Citizen ID Cards should switch to Identity Cards and update and verify their identification documents and biometric information at any SHB transaction counter across the country.
3. Foreign nationals/stateless persons should also verify their identification documents (passport and entry visa/visa exemption document/valid international travel document) and biometric information at any SHB transaction counter in Vietnam.
For organizational customers: Please update the valid identification documents of the legal representative, chief accountant, and authorized users of the payment account at any SHB transaction office nationwide. Details regarding the biometric information of legal representatives for customers using Internet Banking will be announced by SHB in the future.
A SHB representative stated that the bank strictly adheres to regulations in all steps of collecting and verifying biometric information. The bank is also committed to providing optimal conditions to make it easy and convenient for customers to supplement their biometric information. Customers are advised to take the initiative and complete the biometric update before December 31st, 2024, to ensure uninterrupted financial transactions.
“This new regulation aims to eliminate all non-owner bank accounts, applicable to all transaction values. By completing the biometric update, customers’ accounts will be more secure and safer,” the representative emphasized.
 Customers can update and verify their biometric information on the SHB Mobile/SHB SAHA app or at any SHB transaction counter nationwide.
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Especially to ensure safety and security, SHB advises customers to update their biometric data and identification documents only through the SHB Mobile/SHB SHAH digital banking application or directly at SHB branches/transaction offices. Do not update through any other websites or applications of unknown origin. SHB will never ask for OTPs, passwords, card numbers, security codes, etc., over the phone or via suspicious links. Customers should be cautious and never provide personal information, account numbers, OTPs, etc., to strangers to prevent impersonation and fraud.
As one of the five largest private banks in Vietnam, with over 98% of transactions conducted through digital channels, SHB recognizes the urgency of implementing Decision 2345 to protect customers during online transactions. SHB has also proactively applied biometric authentication using online identification (eKYC) for transactions on the app, from account opening to logging in with a registered phone number.
Moving forward, SHB will continue to enhance its IT infrastructure, standardize databases, and strengthen data security to lay the foundation for future transformation plans.
For guidance on updating biometric information on the SHB mobile app, please refer to this link, or contact SHB’s 24/7 Customer Support Center at *6688 or visit your nearest SHB transaction point.
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