Terms and Conditions for M2U ID Web/M2U ID App

M2U ID Web and M2U ID App are the official Internet Banking and Mobile Banking services of PT Bank Maybank Indonesia Tbk (hereinafter referred to as the Bank), licensed and supervised by the Financial Services Authority (OJK) and Bank Indonesia, provided to individual customers of the Bank for self-service banking.

As part of the OJK's requirement for customer understanding, M2U ID Web/M2U ID App requires your data as a customer. The data needed includes, but is not limited to:

The data provided will be stored in the Bank's system. The Bank guarantees the confidentiality of the customer's data, and will only be used for banking transactions. Phone numbers are solely for sending SMS One Time Password (OTP), and email addresses are for activating security features and notifying transactions in M2U ID Web/M2U ID App.
 

I.Definition

1. Bank refers to PT Bank Maybank Indonesia Tbk.
2. Face ID refers to process of scanning customer's facial biometrics to log in to M2U ID App.
3. Fingerprint ID – Quick Touch refers to process of scanning Customer's fingerprint biometrics to log in to M2U ID App.
4. M2U ID Web/M2U ID App refers to the electronic banking service provided by Bank and can be accessed by Customers to obtain information and/or carry out banking transactions via the internet network using an internet browser (M2U ID Web) and/or application (M2U ID App) installed on the mobile phone.
5. Customer refers to the owner of an individual savings account, current account, and/or credit card in the Bank who will/has been registered with Bank as a user of M2U ID Web/M2U ID App.
6. One Time Password, hereinafter referred to as OTP, is a series of numbers used as additional authentication during registration, activation/change/forgotten Secure2U Passcode, device replacement, forgotten Password in M2U ID App, as well as an additional authentication during credential reset activities, forgotten Password, and forced Password change on M2U ID Web.
7. Biometric Authentication refers to verification process of the customer's identity through scanning or analyzing parts of the body, such as fingerprint scanning - Quick Touch and Face ID.
8. Cellular Operator refers to a company providing cellular phone services originating from Indonesia.
9. Passcode refers to a set of numbers or digits created by the Customer himself when activating Secure2u and then used by the Customer to carry out transactions on M2U ID Web/M2U ID App. Passcode is confidential and must not be disclosed to other parties.
10. Password refers to a secret code owned and used by the Customer to log in to M2U ID Web/M2U ID App.
11. Device refers to a mobile phone/computer connected to M2U ID App and/or M2U ID Web.
12. Secure2u refers to a security feature consisting of a passcode of 6 to 8 digits for customer authentication in performing transactions through M2U ID App in addition to User ID and Password. Secure2u must be activated at the time of registration or device replacement.
13. Cooling Off Period is a waiting period (parameterized) that a Customer must go through before being able to log in and perform transactions on the M2U ID App after activating the Secure2u passcode. The Cooling Off Period only applies to Customers who meet the Bank’s criteria, namely Customers who:
    1. Change their mobile device (whether or not they have previously logged into the M2U ID App), or
    2. Have a Maybank Savings Account/iB Savings Account opened through a Maybank Branch Office, but have never registered for the M2U ID Web/App.
14. Short Message Service, hereinafter referred to as SMS, is a short notification or short message in text form that can be received and/or sent by a mobile phone and the text can be seen or read on the mobile phone screen.
15. Terms and Conditions for Deposit Accounts refers to the terms and conditions related to the ownership and operation of deposit accounts that apply at the Bank.
16. Terms and Conditions refers to the terms and conditions of M2U ID Web/M2U ID App.
17. User ID refers to the identity owned by every customer who uses M2U ID Web/M2U ID App.
18. Virtual Private Network, hereinafter referred to as VPN, is a network service provided by a third party so that internet users (including customers) can access the internet by changing the connection path through a third party server and hiding the exchange and/or data traffic that occurs.
     

II.Registration

Customers who intend to become users of M2U ID Web/M2U ID App can download (for M2U ID App only) and carry out the registration process via M2U ID Web/M2U ID App.
 

III.Terms of Use of M2U ID Web/M2U ID App

1. Use of M2U ID Web/M2U ID App
   1. Customers must have a smartphone/smart phone with software/software version at least 11 for iOS users and 6 for Android users to be able to operate M2U ID App.
   2. The Customer is required to have a mobile phone number registered with a cellular operator based in Indonesia.
   3. Customers are required to register themselves as M2U ID Web/M2U ID App users to create credentials (User ID and Password). The credentials used on M2U ID Web are the same as the credentials used on M2U ID App.
   4. To perform transactions through M2U ID Web, customers are required to download M2U ID App and activate Secure2U passcode. This is because Secure2U passcode input for transaction authentication through M2U ID Web is done through the M2U ID App.
   5. Customers can only use one device and one phone number with active Secure2u to access M2U ID App.
   6. When Customer logs in for the first time (first time login) on M2U ID Web/M2U ID App, Customer is required to enter User ID and Password and activate Secure2u (if logging in via M2U ID App).
   7. For new device that has not activated Secure2u, customer will be asked to (a) create a Secure2U passcode, (b) enter the SMS OTP sent to the registered phone number, and (c) enter the OTP sent to the registered email address.
   8. If there is a change in phone number and/or e-mail for Customer who (i) has not registered for M2U ID App or (ii) has not activated Secure2U or (iiI) has replaced the Device, then the Customer is obliged to update the phone number and /or the Customer's e-mail address that has been registered in the Bank system at the nearest Bank branch.
   9. Customers are required to replace device to be able to access M2U ID App if the device used by the customer has previously been replaced or accessed by an irresponsible party who has the potential to carry out transactions that violate applicable legal provisions.
   10. The Customer will be subject to a Cooling Off Period if they meet certain criteria set by the Bank as explained in the Definition. During the Cooling Off Period, the Customer will not be able to conduct transactions through the M2U ID App. If the Customer is subject to the Cooling Off Period without having changed their device, they may contact the Maybank Customer Care or visit the nearest Bank branch.
   11. For each transaction or other features that require authorization via M2U ID Web/M2U ID App, the customer will be asked to enter the Secure2u Passcode. Specifically, Secure2U Passcode used in M2U ID Web has an expiration period based on Bank's internal policy. If the Secure2U Passcode has expired, customer can request to resend the Secure2U passcode via M2U ID Web. The expiration period will be displayed by the Bank after the customer confirms the transaction on M2U ID Web.
   12. Secure2u Passcode created by the Customer will be valid and can be used in every Customer transaction or other features that require authorization.
   13. To find out or ensure that the Bank has carried out every order/instruction from the Customer, Bank will display a confirmation screen on M2U ID Web/M2U ID App which contains (a) a statement that the transaction has been successfully carried out and (b) reference number information which is proof of transaction via M2U ID Web/M2U ID App.
   14. SMS OTP sent to the Customer's phone can be received in condition that the Customer's phone inbox is not full and/or there is no interference with the Cellular Operator's system network.
   15. Proof of M2U ID Web/M2U ID App transaction carried out by the Customer is a record of mutation in the Customer's Maybank savings and/or Customer's Maybank checking account in the Bank. The Bank will send proof of transactions made on M2U ID Web/M2U ID App to the registered email in the Bank's system. If the Customer wishes to update their email data, they can update it through the M2U ID App or visit the nearest Bank branch.
   16. The Bank will provide proof of ownership of products or services requested via M2U ID Web/M2U ID App using communication media according to Bank’s policies.
   17. Customer is responsible for any losses suffered by the Customer related to:
       1. Any loss or damage directly, indirectly or otherwise due to or related to the use of M2U ID Web/M2U ID App;
       2. All forms of use of SMS OTP, User ID and Password, Secure2u Passcode, including but not limited to theft/duplication/loss/falsification of the Customer's telephone number and/or SIM card connected to M2U ID Web/M2U ID App as well as the consequences of using M2U ID Web/M2U ID App due to the Customer's negligence.
2. SMS OTP and/or Secure2u Passcode
   1. Customers are required to maintain the confidentiality of SMS OTP, Secure2u Passcode, User ID and Password of M2U ID Web/M2U ID App.
   2. SMS OTP, Secure2u Passcode, User ID and Password of M2U ID Web/M2U ID App may only be used by the Customer.
   3. Customers can change User ID, Password and Secure2u Passcode according to the features in M2U ID Web/M2U ID App.
   4. Customers hereby indemnify the Bank for losses and legal claims/lawsuits for transactions that occur due to the Customer's negligence.
   5. Use of M2U ID Web/M2U ID App is the Customer's responsibility and therefore Customer must be careful in using it. Customers are prohibited from telling or sharing their User ID, Password, SMS OTP or Secure2u Passcode to any parties.
3. Biometric Authentication
   1. After Customer's cellphone has been successfully registered with Biometric Authentication, M2U ID App can be accessed with Face ID or Fingerprint ID – Quick Touch.
   2. Customer understands and agrees that for transaction purposes, Bank has the right to store Customer's biometric data.
   3. In order to mitigate the risk of using Customer's M2U ID App by other parties, when registering/using M2U ID App, Customers are not advised to register or scan their Fingerprint - Quick Touch and/or face on someone else's phone.
       

IV.Personal Data Protection

1. All data, information and/or documents provided by the Customer to the Bank for the purpose of using the M2U ID Web/M2U ID App service (“Purpose”) are true, accurate and up-to-date according to the original (if provided in the form of a copies). If there is any change to the data and/or documents, the Customer is required to notify the Bank of such changes in writing and/or verbally, along with supporting data/documents. If the data/information and/or documents provided by the Customer are incorrect, the Customer will be responsible for any consequences arising from the provision of such data/information and/or documents.
2. The Customer agrees and authorizes the Bank to use, manage, disclose or perform inspections/verifications of information with third parties that cooperate with or are appointed by the Bank, regarding all data, information, and documents received by the Bank about the Customer, including but not limited to personal data, transactions, status, collectability.
3. If there is any data, information and/or documents belonging to other parties that is provided or submitted by the Customer to the Bank, the Customer declares and warrants that they have obtained legal consent from the other parties to provide such data, information and/or documents to the Bank for use during the period required in connection with the Purpose, and the Bank will store such data, information and/or documents belonging to the other parties in accordance with the data security standards applicable at the Bank.
   The Customer understands that the Bank processes Personal Data and applies the principles of Personal Data protection in accordance with the provisions of Law No. 27 of 2022 on Personal Data Protection, including its amendments from time to time (hereinafter referred to as the PDP Law) and its implementing regulations, including the Financial Services Authority Regulations issued in the future. The Customer understands The Customer can read the summary of the Personal Data processing policy in the Bank’s Privacy Notice, which can be accessed at any time on the Bank's website: https://www.maybank.co.id on the Security and Privacy page. The Bank will update the Privacy Notice from time to time in accordance with the Bank’s policy and/or to fulfill the Bank’s obligations under applicable laws and regulations. By signing this Form, the Customer declares that they have read and understood the Bank’s explanation regarding the processing of Personal Data and agrees that the definition of Personal Data used in this Form is as defined in the PDP Law and gives consent to the Bank to process Personal Data by the Bank in relation to the Purpose.
4. Should, at a later date, for any reason, the Bank provides Personal Data of the authorized representative of the Bank to the Customer, the Customer agrees and understands that the Customer will apply the principles of Personal Data protection in accordance with the PDP Law. The Customer is willing to be responsible if they provide Personal Data originating from the Bank to other parties.
    

V.Documentation

1. The Customer gives consent to the Bank to document the Customer's registration and/or transactions on M2U ID Web/M2U ID App or other matters related to M2U ID Web/M2U ID App. This documentation includes but is not limited to taking photos, recordings and making minutes.
2. The Customer gives consent to the Bank to store documents/photos/recordings as referred to in provision V.1 above.
3. The Customer gives consent to the Bank to use/show the results of the recordings/photos as stipulated in the provisions above to the authorities and/or other parties reasonably for the purposes of proving and/or securing the Customer's transactions if necessary.
   
   

VI.Cyber Security

The Customer agrees and understands that the Bank has the right and authority to request compensation from the Customer and/or report the Customer at the first opportunity to law enforcement officers if in the Bank's opinion, the Customer has made efforts that are categorized as criminal acts/actions, including cyber attacks (whether the attempt fails or succeeds).
 

VII.Others

1. The headings in these Terms and Conditions are solely for ease of reading and do not aim to define, describe, change or limit the rights and/or obligations of the Customer and the Bank or cause other interpretations of these Terms and Conditions.
2. The Customer is responsible for the instructions/orders given by the Customer to the Bank and if the implementation of the Customer's instructions/orders by the Bank causes losses to any party, including because the instructions/orders cannot be implemented due to a Force Majeure event. Force Majeure is an event beyond the control and ability of the Bank such as natural disasters, war, riots, equipment conditions, systems/transmissions that are not functioning, power/telecommunication disruptions, government/Bank Indonesia policies that must be obeyed by the Bank or other causes/events beyond the control of the Bank and also losses due to negligence or errors made by the Customer.
3. Customer is obliged to immediately notify the Bank if there is a change in the Customer's data and/or if there is a problem related to M2U ID Web/M2U ID App. Specifically for Customer objections related to M2U ID Web/M2U ID App transactions, objections from the Customer will only be served by the Bank if the objection is submitted within 2 (two) calendar days from the date M2U ID Web/M2U ID App transaction was carried out by the Customer.
4. If in carrying out instructions/commands received from the Customer, Bank requires authorization from the Customer, then such authorization is deemed to have been given by the Customer to the Bank as soon as the Customer agrees to the Terms and Conditions at the time of registration as a user of M2U ID Web/M2U ID App.
5. Customer agrees to the validity and correctness of every note, recording, communication submitted electronically between the Bank and the Customer, including copies and/or forms of storage carried out by the Bank or data shown by the Bank and all of this is the only valid evidence of M2U ID Web/M2U ID App transactions.
6. All cost(s) related to carry out transactions using M2U ID Web/M2U ID App are the responsibility of the Customer. All these fees will be debited directly by the Bank when the transaction order/instruction from the Customer is carried out by the Bank. The amount of the fee(s) will be notified from time to time by the Bank. The Customer hereby authorizes the Bank to debit the Customer's account to settle/pay the Customer's obligations.
7. Customer understands that the Bank has the right to change these Terms and Conditions by notifying the Customer 30 (thirty) working days before the changes to these Terms and Conditions take effect.
8. Termination of these Terms and Conditions overrides the provisions of Article 1266 of the Civil Code.
9. Customers may submit complaints related to the use of the M2U ID App and/or M2U ID Web through Maybank Customer Care, available 24/7 at phone number 1500611 or +622178869811 (from overseas), or via email at customercare@maybank.co.id (Monday – Friday from 08:00 to 20:00 WIB and Saturday – Sunday from 08:00 to 17:00 WIB).
   If there is no agreement regarding the results of complaint handling carried out by the Bank, then the dispute resolution provisions as outlined in the Terms and Conditions of the Savings Account shall apply.
10. Customer agrees to all these Terms and Conditions. These M2U ID Web/M2U ID App Terms and Conditions are an integral and inseparable part of the Savings Account Terms and Conditions.
11. Anything that has not been or is not regulated in these terms and conditions, will refer to the Savings Account Terms and Conditions and if there is a conflict between the two, then these Terms and Conditions will apply.
12. These Terms and Conditions have been adjusted in accordance with applicable laws and regulations, including the provisions of the Financial Services Authority (OJK) and Bank Indonesia regulations.
13. For more information regarding M2U ID App (mobile banking) & M2U ID Web (internet banking), please refer to FAQ M2U here.