FREQUENTLY ASKED QUESTIONS

A place to find answers for your questions about Timo’s products and features

21

The transfer account has been deducted but my Timo account has not received the money yet?

21/09/2022 /in FAQS CATEGORIES, Spend Account

If you still have not received the money, please provide Timo with the following information so that the Timo hotline 1800 6788 can assist you in tracing the incoming transaction: Transfer amount Transfer time Bank transfer Successful wire transfer code (including 6 or 8 numbers and provided from the customer service of the sending bank; […]

22

What is a successful transfer code?

21/09/2022 /in FAQS CATEGORIES, Spend Account

For each successful transfer, a successful transfer code will be generated, so Timo, unfortunately, cannot support checking if you do not provide the code. The sender can directly contact the Customer Care of the sending bank to check this code. The codes have 8 or 6 digits.

23

How do I request documents?

21/09/2022 /in FAQS CATEGORIES, Spend Account

Please kindly follow these instructions: Step 1: Log in to my.timo.vn website and then select the Document Request function in the Menu. Step 2: Select the corresponding document type according to your needs and purposes such as: Account balance confirmation with stamp Account statement with stamp Debit advice confirmation with stamp Step 3: Check the […]

24

Can I continue to use Timo account while working or living abroad?

21/09/2022 /in FAQS CATEGORIES, Spend Account

Before leaving Vietnam, please turn on the iOTP feature. When you are abroad, you can still use the Timo app to make transactions, but always make sure your Vietnam mobile sim and email are always active because the Bank will still have cases where you can send confirmation information via email and phone number to […]

25

How to apply for a Timo Debit card?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

Currently, for foreigners, Timo supports issuing Timo Debit cards at the Timo Hangout office and your outbound transfer limit is up to 5 billion VND/day.

26

Fees of Timo Debit card?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

The Timo Debit card will be completely free of fees such as annual fee, card maintenance fee and withdrawal transaction fee at the same or another bank ATM.

27

What should I do when my account temporarily locked?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

In case, your application is temporarily locked, please kindly contact Timo Care 1800 6788 (toll-free) with the phone number registered with Timo for assistance to unlock. Timo would like to note that account owners need to contact them directly for support.

28

Forgot PIN or locked card, what to do?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

In case your Timo Debit card has been locked due to submitting an incorrect or forgotten PIN, you can reset a new PIN on the Timo app or my.timo.vn website by following these steps: Login to your Timo account Select Profile Picture Select Manage Cards Select Timo Debit Card Press (+), select change PIN and […]

29

What to do when my card is lost or swallowed at an ATM?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

Please log in to the Timo application, select the Profile Picture, select Manage Cards and lock the card for safety. You can then request a card reissue at the Manage Cards section of the Timo app. Timo debit card re-issuance fee is 55,000 VND and please come directly to Timo Hangout with your original passport […]

30

What is the ATM withdrawal limit?

21/09/2022 /in FAQS CATEGORIES, Timo Debit card

The withdrawal limit of the Timo Debit card at the ATM is as follows: At Viet Capital Bank ATM: Up to 10,000,000 VND/time. At ATMs of other banks: Usually from 2,000,000 – 3,000,000 VND/time. The maximum withdrawal amount depends on the regulations of the ATM host bank. Total withdrawal limit: 100,000,000 VND/day. The number of […]