Notice-system-upgrade-June

System Instability due to VP Bank’s system upgrade between 05/06 -07/06

Due to the VP Bank system upgrade over the weekend, we’re currently experiencing irregular performance in the Timo App.  As a result, you may not be able to log in or make any transactions in the app. 

We have been assured by our partner bank that they are working as quickly as possible to resolve this issue.  We advise  you to refrain from making any non-essential transactions at this time to avoid issues. 

If you experience any errors while making transactions, we recommend that you  AVOID retrying them and wait for a few hours before trying again. In case, you need to perform an urgent transaction, please email us on care@timo.vn, inbox us via Facebook or call our Hotline on 1800 6788 between 08AM – 08PM (Mon – Sat) and from 08AM – 05PM (Sundays) for support. 

We will notify you when the system stability has been restored.

TIMO HANGOUT WORKING HOURS

Timo would like to inform you of a system upgrade scheduled by VP Bank from 05/06/2020 to 07/06/2020 which will result in a temporary interruption of services. Please take note of some details of the upgrade and its impact, so you can better prepare yourself:  

DateTimeDetails
06/06/2020 All Day Timo Hangouts in HCM, Ha Noi, Da Nang and Can Tho will be closed
08/06/2020 All Day Timo Hangouts in HCM, Ha Noi, Da Nang and Can Tho will reopen as usual

DISRUPTION OF SERVICES

DateStart timeEnd timeDetails
05/06/2020 – 07/06/2020From 22:00To 08:00Due to expected system instability during this time,
you may experience a disruption in all digital banking services and cannot conduct the following :
– Opening a new term deposit
– Applying for a new Fast Cash loan
– Settling your Fast Cash loan
05/06/2020From 22:00To 22:30All digital & card-related services will be temporarily interrupted
06/06/2020From 13:00To 14:00All digital & card-related services will be temporarily interrupted

As this is a big upgrade, we recommend that you avoid making any transactions during the entire period from 22:00 on 05/06/2020 to 08:00 on 07/06/2020. In case you encounter any issues or technical difficulties during this time, we advise you NOT to try again and wait for the upgrade to end

SOME QUICK TIPS

  • Ensure that you make all your transactions like withdrawals, moving money or POS swipes etc before 16:00 on 05/06/2020 to avoid being affected by this upgrade.
  • Make all your Credit Card payments or bill payments before the upgrade begins if they are due on these dates
  • After 08:00 on 07/06/2020, if you experience any issues, please contact us or wait a few hours before trying again.

If you experience any issues, email us on care@timo.vn, inbox us via Facebook or call our Hotline on 1800 6788 between 08AM – 08PM (Mon – Sat) and from 08AM – 05PM (Sundays). 

Timo would like to inform you of a temporary interruption of services due to VPbank’s scheduled system maintenance as follows: 

DateTime
16/05/2020 From 05:30 to 06:00
17/05/2020 From 05:30 to 06:00

During this time, all banking services including digital & card-related services will be temporarily interrupted. All services will be back online after the specified times and you can continue to bank as usual. If you notice any issues, we advise you NOT to retry any transaction immediately and wait for a few hours before trying again. If the problem persists, email us on care@timo.vn, inbox us via Facebook or call our Hotline on 1800 6788 and we will get back to you.

As directed by the Prime Minister, the social distancing restriction has been relaxed. This means you can now visit a Timo Hangout for your banking needs. However, as your safety and that of our staff are of utmost importance, Timo will continue to apply safety and preventive measures as instructed by the Government. Therefore, from now until the end of May, Timo encourages customers to follow these instructions when visiting a Timo Hangout for their banking requirements:

For current customers:

Our Timo Hangouts are open and ready to serve all of you with any banking needs as usual. As we’re implementing preventive measures, you may be required to wait a short while before being served. Timo still recommends that customers use digital banking services via the Timo mobile or web app for non-essential services like Fund Transfers, Cash Deposits, Updating Information, etc. 

List of non-essential services & essential services for you to familiarize yourselves:

Services that can be done online or in AppServices which requires a customer to visit a Hangout
– Fund transfer/ Move money
– Cash deposit (you can add money to your Timo account by transferring online)
– Find CDMs/ATMs locations 
– Pay utility bills 
– Top up your phone or others’ phones.
– Send Payment Requests to share money after a meal, shopping, sharing a service…
– Lock/Unlock your Debit card/Mastercard in the app or by Quick Actions feature.
– Lock/Unlock ecommerce payments in app.
– Reset PIN 
– Log-in to Timo with new devices when you lose the old one.
– Dispute a transaction or create an inquiry (Web app or call our Hotline 1800 6788)
– Request documents online (Web app), get your documents by email or have them delivered to your home address (Balance confirmation with stamp/ Account statement with stamp/ Remittance confirmation with stamp)
– Create/Withdraw your Savings online.
– Find the interest rate in the app.
– Apply for a Fast Cash online.
– Reissue your card/PIN.
– Dispute a charge in more detail.
– Complete registration for a Timo Mastercard by signing the form and submitting documents.
– Update your TRC, Phone Number or Email details.
– Withdraw cash from a Timo ATM.  

For new customers:

Joining Timo online will still be possible. However, from now until the end of May, instead of booking your schedule to visit a Timo Hangout online, our staff will contact you to book an appointment. 

We request any customer visiting a Hangout, to please wear a mask, sanitize your hands and let us check your temperature before entering. And while the social distancing directive may be relaxed, we should all be on guard and protect ourselves by following basic guidelines: 

  • Please stay at home and only go out if necessary or in case of an emergency. 
  • Please keep a distance of at least 1m with others when you have to go out or queue up. 
  • Please avoid gathering of more than 20 people in a public area. 
  • Be vigilant and refrain from responding to requests from banks or other regulatory bodies asking for your personal bank details, as fraudsters could access your bank accounts/cards with these credentials. Read more about how to protect yourself from fraudsters here 

With your cooperation and support, together we can overcome the Covid-19 pandemic and return to our daily lives. 

If you have any questions or concerns, please feel free to reach out to us via our Hotline on 1800 6788, via our Facebook Inbox or via email at care@timo.vn

Dear our valued customers,

Timo would like to inform our Timo Hangouts and Timo Care working hours on Reunification & International Labor Days 2020 as follows:

Closing date & time
DateTime
30.04.2020 – 02.05.2020All day
Re-open date & time
04.05.2020 08:30 am

If you have any issues or concerns, please send an email to care@timo.vn or inbox our Facebook and we will get back to you at the earliest. You can still enjoy uninterrupted services and use of the Timo app and my.timo.vn as usual.

SOME TIPS AND SUGGESTIONS TO ACCESS YOUR FUNDS

– You can visit any local bank’s ATM to withdraw funds as you require without any fees. You can also access the Timo ATM located outside the Timo Hangout (Ho Chi Minh city branch) as usual. 

– If you want to deposit cash into your account we recommend you do this on or before 29.04.2020 either through a bank transfer or at a VP Bank branch before 15:00 hrs on the same day

How to find VPBank Branches around you? Here is a link to all the VPBank branches: https://www.vpbank.com.vn/locations?target=en (type the district you are staying at the left box, press enter, Ex: Tan Binh > Enter)

While you are on your holidays, please continue to be on the alert and protect your bank details from fraudsters. Find out more details here.

Hope you have safe holidays on this year’s Reunification & International Labor Days!

Sincerely,

Timo Team.

We would like to inform you of an ongoing threat of fraudsters tricking customers by asking them to click on a fake link which results in their money getting stolen from their bank accounts or cards.

Our main priority is making sure that you are safe and secure when it comes to your banking details and urge you to be vigilant and refrain from responding to such requests.

HOW FRAUDSTERS ATTEMPT TO STEAL YOUR INFORMATION

  • A common trick is that the victim will receive a message (via text message, email, chat via facebook messenger or a phone call…) with content specific to receiving deposits from relatives abroad, payment for goods, notification of winnings or to split winnings.
  • Each request requires the victim to access a website link in order to receive these funds.
  • Once the link is clicked, the victim will be prompted to enter their bank account login credentials (Username, Password) after which the Website will prompt for an OTP to be entered.
  • The innocent victim enters the OTP sent to their phone on this website.
  • Unknown to the victim, the fraudsters have captured the victims login credentials, logged into their account and made a transaction such as move money or apply for Fast cash which generates an OTP code. 
  • The victim innocently inputs the OTP on the Website and this approves the transaction made by the fraudster to Move Money or apply for a Loan etc.

We want all our customers to be aware and vigilant and absolutely DO NOT ACCESS suspicious links sent via SMS messages, Chat apps or an email address NOT REGISTERED as the official Timo email.

Timo or VP Bank will never ask for your personal details, including your credit or debit card number, 3 digit security code (CVV) for your card, One-Time Password (OTP), ATM PIN, Quick Code or username and password either via a phone call, via link or any other channel.

TIPS TO SAFEGUARD YOUR CONFIDENTIAL BANKING INFORMATION

  1. REGULARLY CHANGE your password/PIN/ Quick code. Make your password unique and hard to guess by adding in symbols (!@#$) and numbers.
  2. NEVER use the same username and password on different websites, especially for banking
  3. NEVER SHARE your password / PIN / Quick Code / OTP with anyone! Neither Timo nor VP Bank WOULD EVER ask for such information. 
  4. ALWAYS access Timo via the App or via the website www.timo.vn into your web browser, NEVER by clicking on a hyperlink.
  5. DO NOT CLICK OR FORWARD links in emails, SMS or chat/WhatsApp messages if you doubt the authenticity of such links.
  6. DO NOT SHARE  your confidential personal and banking details with any third party via phone, messaging apps or email. 
  7. NEVER SHARE or post a picture of your card number to the public.
  8. LOCK YOUR CARD right in the Timo App (Manage Cards section) in case of loss or you realize any suspicious activity.

In case you encounter any of these situations or notice any suspicious activity related to your bank account, please call us immediately via Hotline 1800 6788 (domestic toll free) or +8428 7300 8466 (overseas) for assistance.