account-and-security – Bank Mandiri Dili

Frequently Asked Questions (FAQs)

General Information on Account and Security
1. What is the difference between a Password and a Transaction PIN on Livin’ by Mandiri Timor-Leste?
- The Password is used to log in to the Livin’ by Mandiri Timor-Leste app.
- The transaction PIN is used for authorization when performing financial transactions or other non-financial activities within the Livin’ by Mandiri Timor-Leste app.
Customers must always ensure the confidentiality of their Password and Transaction PIN for Livin’ by Mandiri Timor-Leste to maintain the security of their Livin’ by Mandiri Timor-Leste account. Never share these details with anyone, including Bank Mandiri representatives.
1. Does Bank Mandiri Dili, Timor-Leste ever request Livin’ by Mandiri Timor-Leste access details such as Login Password, Transaction PIN, or OTP code content via phone, SMS, or email?
Bank Mandiri Dili, Timor-Leste will never request sensitive data such as Login Password, Transaction PIN, or OTP content via phone, SMS, email, or in person. Such data should only be entered into the Livin’ by Mandiri Timor-Leste app downloaded from the Apple App Store, Google Play Store, or Huawei AppGallery. If you receive a call, SMS, or email requesting this information, please ignore and delete the message or email, and contact the nearest Bank Mandiri Dili branch to report it.
1. What should customers do to ensure the security of their Bank Mandiri Dili, Timor-Leste access and Livin’ by Mandiri Timor-Leste account?
Customers should ensure that their SIM card, phone number, WhatsApp account, and debit card registered with Livin’ by Mandiri Timor-Leste are under their control. This includes all passwords and PINs associated with Bank Mandiri products. If a card or data is lost or compromised, customers should immediately contact the nearest branch to request a block.

Devices and Phone Numbers
1. If a customer’s phone has dual SIM cards, which phone number can be used to register for Livin’ by Mandiri Timor-Leste?
The customer can choose to use either the SIM card in slot 1 or slot 2, provided it is registered on WhatsApp, for registration in Livin’ by Mandiri Timor-Leste.
1. Can a customer use an international phone number to register for Livin’ by Mandiri Timor-Leste?
Currently, users can register for Livin’ by Mandiri Timor-Leste using phone numbers from both domestic and international providers, as long as they are registered on WhatsApp.
1. Can a customer use Livin’ by Mandiri Timor-Leste with a Timor-Leste phone number while located abroad?
Customers can continue to access Livin’ by Mandiri Timor-Leste as long as they are using the same device.
1. What should a customer do if their phone or SIM card is lost or stolen?
The customer should immediately contact the nearest Bank Mandiri Dili, Timor-Leste branch to request a block on their Livin’ by Mandiri Timor-Leste account. To reopen the Livin’ by Mandiri Timor-Leste account, the customer can contact the nearest Bank Mandiri Dili, Timor-Leste branch again.
1. Can Livin’ by Mandiri Timor-Leste be used on two different devices?
Livin’ by Mandiri Timor-Leste can only be active on one device at a time. If the customer wants to use Livin’ by Mandiri Timor-Leste on a different device, the customer needs to re-register on the new device.
1. Is it possible to use a single Livin’ by Mandiri account in Timor-Leste with two different phone numbers?
At any given time, Livin’ by Mandiri Timor-Leste can only be active with one phone number. To use a different phone number, the customer needs to re-register.

Password & PIN
1. How do I log in to Livin’ by Mandiri Timor-Leste after registration?
Customers can log in to Livin’ by Mandiri Timor-Leste using the same mobile device used during registration and by entering the login password that was created previously.
1. What if a customer wants to change their password and PIN, or if they forget their password and PIN?
Currently, customers cannot change their password and PIN through the app. If a customer wants to change their password and PIN or has forgotten them, they should visit the nearest branch to request the deletion of their Livin’ by Mandiri Timor-Leste user account. Once the user account has been successfully deleted, the customer will need to re-register and can create a new password and PIN.
1. What if a customer’s password and PIN are blocked due to three incorrect attempts?
The customer can visit the nearest branch to request the deletion of their Livin’ by Mandiri Timor-Leste user account. Once the user account has been successfully deleted, the customer will need to re-register and can create a new password and PIN.
1. Is the transaction PIN in Livin’ by Mandiri Timor-Leste the same as the debit card PIN?
During the account registration process in Livin’ by Mandiri Timor-Leste, customers will be asked to create a transaction PIN. The PIN used in Livin’ by Mandiri Timor-Leste is not related to the debit card PIN.

Email
1. Are customers able to update their registered email address in the Livin’ by Mandiri Timor-Leste app?
Currently, customers cannot change their email address through the app. If a customer wants to change their email, they should visit the nearest branch to have their Livin’ by Mandiri Timor-Leste user account deleted. Once the user account has been successfully deleted, the customer will need to re-register and can then enter the new email address.