1. What is ‘Ekhoni Account’ App?

Ans: Ekhoni Account is a mobile app brought to Bangladeshi market by The City Bank Ltd. It is available for download from both App Store and Play Store. Any 18 years and above aged Bangladeshi national who has got an NID or Smart Card, can open his/hers own City Bank Account without visiting any City Bank Branch or Agent location via this app. This app provides an end to end digital experience.

2. Is there any option to choose language in the app?

Ans: Customer can choose Bangla or English as his preferred language.

3. What kind of account can be opened through the app?

Ans: Customers can open only individual CASA account through the app.

4. Can a company account be opened through the app?

Ans: At this moment, this facility is not available in the app. You have to visit a branch to take this service.

5. Can I open a partnership account through Ekhoni Account?

Ans: Currently this service is not provided. For opening joint accounts you will still have to visit your nearest branch or agent location.

6. Can I open another account if I already have an account with CBL?

Ans: Yes. You can open another account even if you have an account with CBL already.

7. I am completely new to this bank having no earlier relationship with CBL. Can I open an account with this app?

Ans: Yes.

8. Why do I need to provide my probable monthly transaction information?

Ans: This is a regulatory requirement from Bangladesh Bank.

9. Is there any additional document requirement, if more than BDT 100,000 probable monthly transaction is selected?

Ans: Yes. You will have to upload a source of fund supporting document in addition to the National ID Card (NID).

10. What if I don’t have source of fund document available at the time of account opening?

Ans: In that case you can choose to open the account selecting probable monthly transaction of BDT 100,000. Later you can visit your nearest branch with supporting document to update it later on.

11. Why do I need to provide my mobile number?

Ans: You need to provide your mobile number for future communication.

12. Can I use any mobile number?

Ans: You can use any valid Bangladeshi mobile phone number owned by you.

13. Is my mobile phone number and other details safe with you?

Ans: Yes. Your contact details are safe with us and confidentiality will be strictly maintained.

14. What happens after providing the phone number?

Ans: A 6 digit OTP will be sent to your mobile number you entered. If the OTP is correctly entered, then you will be able to proceed further in the steps.

15. What if I do not receive any OTP after providing my mobile number?

Ans: If you do not receive any OTP after providing mobile number then, Resend OTP option will appear on screen. You have to press resend and the OTP will be resent to your mobile number.

16. Do I need a valid NID to open an account through this app?

Ans: Yes. A valid NID is a mandatory document.

17. Do I need to upload the image of my NID?

Ans: Yes. You would have to upload clear image of both the front and back side of your NID when the App prompts you.

18. Can I upload my NID from my mobile phone gallery?

Ans: No. You have to upload image by capturing a photo with your active camera.

19. Why do I see a pop up message asking for a clear image of the NID?

Ans: This message generally occurs if the image of your NID is not clearly recognizable. In case of such message please capture the image of NID with proper light and with steady hands..

20. Why do I see a pop up message asking for a clear selfie image saying my details do not match correctly?

Ans: The live selfie image needs to be captured in a well-lighted condition and must match with the image of your NID. If your live photo doesn’t match with your NID photo, we will not be able to open your account. Hence this message will appear.

21. Where did you get my information that automatically displayed in the app after I took my live image?

Ans: All the information that is automatically displayed after uploading your NID is received from Election Commission Database.

22. My father’s name was wrong in the NID. As a result, this wrong name is being captured in the system while opening the account. How can I use the correct name of my father?

Ans: The account will be opened with the un-editable static data fetched from EC database. If there is any incorrect data as per your NID, you can change it by visiting your nearest branch after submitting proper supporting document.

23. Why do I need to provide my contact address even though my present and permanent address was captured through NID?

Ans: Contact address is needed because we will be sending communication and necessary banking document in your mentioned contact address.

24. Is email address mandatory?

Ans: No. But if you want to avail digital banking services through our Citytouch app, an email address is a must.

25. Is E-TIN number mandatory?

Ans: No, E-TIN is not mandatory. But you would have to pay source tax of 15% if you don’t provide your E-TIN number, otherwise it will be 10%. And if you provide your E-TIN number you must upload your own E-TIN.

26. Does an existing account holder require to provide E-TIN and email address again?

Ans: No.

27. Is selecting a nominee mandatory for an account?

Ans: Yes. You must select a nominee as this is a mandatory requirement.

28. How many nominees can I select?

Ans: You can add up to 5 nominees.

29. In case of multiple nominees, do I need to provide information for all?

Ans: Yes. You need to provide information of all the nominees you add.

30. Can I add more nominees after opening an account in Ekhoni Account App?

Ans: Once you open an account through this app, you cannot add nominee information later. If you want to add more nominees, you have to visit your nearest branch. Moreover, you have to mention % share of the nominees and the total of % share must not exceed 100%.

31. Do I need to upload the image of the nominee?

Ans: Yes, this is a regulatory requirement. But we provide the customer 15 days breathing time, in case he doesn’t have the nominee photograph available with him.

32. What will happen if I do not upload the photo of the nominee?

Ans: The nominee photo must be uploaded within 15 days of account opening; if not then the account will be blocked.

33. Can a minor be a nominee?

Ans: Yes. But the information of the Legal Guardian of the minor nominee must be filled up.

34. Is there any additional information requirement to be fulfilled in the app for minor nominee?

Ans: Yes. You have to provide Legal Guardian Name, NID number and Relationship with the minor information in addition to nominee information.

35. What is FATCA declaration?

Ans: FATCA declaration is a regulatory requirement.

36. What will happen if any of the declaration from FATCA is “yes”?

Ans: In this case, you have to come to the branch to open the account.

37. Where do I get the Terms and Conditions to open an account?

Ans: You have to click the link of the Terms and Conditions after the FATCA declaration page to read it. Please note that, to open an account you must tic “I have read the Terms & Conditions” declaration. You can also read the Terms & Conditions from CBL website.

38. What are the products or accounts that I can open from Ekhoni Account App?

Ans: You can open 7 types of accounts. These are:

• General Savings Account,
• High Value Savings Accounts,
• Savings Delight Account,
• Senior Savings Account,
• Alo General Savings Account,
• Alo High Value Savings Account and
• Alo Savings Delight Account.

39. Can I select a product that is not on the product list dropdown?

Ans: No. You can only select products from the dropdown.

40. Can I open multiple account?

Ans: Yes. You can open multiple accounts, but with different products.

41. Why do I need to select a branch?

Ans: You need to select a branch because any service after opening the account will be served from your selected branch.

42. Which branch should I select?

Ans: You should select the nearest branch from you from the list of branches in the dropdown.

43. How can I open my account in my desired branch?

Ans: You have to select your desired branch from the dropdown.

44. I am an existing customer of CBL. Can I open another account outside of my current branch?

Ans: Yes. You can select any desired branch from the dropdown list.

45. How will I be confirmed that my account opening process has been completed?

Ans: You will receive a confirmation containing the account number through an SMS in your registered mobile number that you provided earlier. Also you would receive a confirmation email if you have provided email address in the account opening process.

46. How can I request for cheque book?

Ans: You have to select cheque book from other service option. But for availing cheque book you have to follow below instructions:

• You must have minimum of BDT 500 in your account as balance
• You have to visit the branch you have selected as your branch
• You will receive a confirmation SMS after the cheque book is ready
• You yourself has to visit the selected branch as the cheque book will be handed over to you only after verification.

47. How will I collect my Debit Card and Cheque Book?

Ans: You will have to receive Debit Card and Cheque Book from your selected branch.

48. How can I request for Citytouch from this Ekhoni Account App?

Ans: You have to select Citytouch from other service option. You have to follow below steps:

• After you select Citytouch, you will be redirected to Google Playstore or Apple App Store (based on your handset)
• Download Citytouch app and self-register
• You have to input your email address for this if not given earlier

49. Can I use multiple Citytouch account?

Ans: No. You cannot use multiple Citytouch account.

More Questions: (In case of selecting more than BDT 100,000 transaction)

50. Why am I redirected for further information input even after opening the account?

Ans: As per the regulatory requirement, you have to enter further information as you have chosen your probable monthly transaction as more than BDT 100,000.

51. What is source of fund document?

Ans: Source of fund document is a supporting document that proves your mentioned income.

52. How would I mention in the value of transaction in a year?

Ans: You have to put an approximate value of transaction that you may go on to make.

53. What if I do not find the name of source of fund in the dropdown?

Ans: Then you have to select ‘Other Profession’ and specify in the next dropdown box.

54. Can I upload the source of fund document later?

Ans: No. You have to upload source of fund document at the time of account opening.