1) What happens if I click on “Yes”?
If you click on “Yes”, it is treated as a consent to
receive the banking OTP. In such cases, the OTP will be delivered
to you immediately.
2) What happens if I click on “No”?
If you click “No” on receiving the message, our network
will hold back the banking OTP received and will not deliver it
to you. In such cases, for the next 2 minutes no banking OTPs will be delivered to ensure you stay
protected from bank
frauds.
3) What happens if I don’t respond /don’t click on anything?
If you do not respond or click on any option, our network
will automatically reject the banking OTP after 20 seconds and
it will not be delivered to you.
If this occurs twice consecutively on the same day, Airtel’s Fraud Detection Solution will no longer be
applied from the
third banking OTP onwards, and such OTPs will be delivered without the consent prompt. The system resets
at 00:00 hours
(midnight), after which the Bank OTP fraud detection solution will again be applied to banking
OTPs.
Where any other banking OTP is received from the carrier partner while the customer has not responded to
a pending
consent prompt, such OTP(s) will be placed on hold until a response is received for the first OTP. Upon
the customer
responding to the first OTP consent prompt, the same response will be applied to all OTPs that were on
hold, as follows:
- • if the customer selects “NO”, all on-hold banking OTPs will be withheld and not
delivered to the
customer.
- • if the customer selects “YES”, all on-hold banking OTPs will be treated as approved
and will be
delivered to the customer.
- • if no response is received from the customer within 20 seconds, then all on-hold banking OTPs
will be withheld and
not be delivered to the customer.
4) What should I do if I face repeated issues in receiving banking OTPs?
If you are repeatedly facing issues in receiving banking
OTPs on your handset, you may write to us at
spam.grievance@airtel.com. We will investigate the reason from the backend.
5) What if I clicked “Yes” but still didn’t receive the banking OTP?
If you don’t receive the banking OTP in spite of clicking
on “yes”, please generate the OTP again for this transaction
on the banking platform. In case, the issue persists, please write to us at spam.grievance@airtel.com.
We will
investigate and diagnose the problem.
6) What if I accidentally clicked “No”?
If you click on “No” accidently, the banking OTP will not
be delivered to you. To complete the payment, please generate
the banking OTP for the transaction again, after two minutes, on the banking platform.
7) Will my transaction fail if the banking OTP expires?
Yes, the banking transaction will fail if the OTP expires
depending on the banking platform’s time limit.
8) How does Airtel know whether the call is safe?
If the incoming call is from someone whose number is saved
in your contact list, then Airtel will know that the call is
safe provided you have given access to your contact list on the Airtel Thanks App.
9) How quickly will I receive OTPs with the Bank OTP Fraud Protection enabled?
Once you provide the consent by clicking on “Yes”, the
banking OTP will be delivered to you within 3-4 seconds.
10) Do I need to do any action to enable this safety feature?
No, this feature is automatically enabled for all the
customers using Airtel mobile network, without requiring the users
to download any additional applications. However, to improve your experience and reduce friction while
on calls with
trusted contacts, we recommend you to download Airtel Thanks App and give contact access. This safety
feature is
available to all Airtel customers at no extra cost.
11) Why does Airtel Thanks App need access to my phone book?
The banking OTP safety feature works well for all Airtel
customers using Airtel mobile network even without Airtel
Thanks App. However, to improve your experience and reduce friction while on calls with trusted
contacts, we recommend
you to download Airtel Thanks App and give contact access.
12) Is my contact list safe?
Yes, your contact list is safe.
13) Will Airtel read my messages or hear my calls?
Airtel’s Bank OTP Fraud Detection Solution does not read
your message or hear your call. Instead, when you are on an
ongoing incoming call from an unknown number and a bank transaction is initiated; Airtel’s AI and
algorithm-based
analytics get activated at the backend to protect the user from potential threats– ensuring privacy
remains
uncompromised.
14) What happens if I don’t enable this feature?
This is a default network feature for all Airtel mobile
network users and is automatically enabled.
15) Can I turn this feature off later? / Can I opt out of this solution?
To ensure that our customers stay safe from banking frauds,
we have made this a default safety feature on our network
and this can’t be turned off.
16) Does this feature apply to all OTPs?
No, this feature only applies to banking OTPs including
online banking, credit card and debit card transactions. You
will not get this friction on delivery, verification, cab OTPs etc.
17) I don’t own a smartphone, will this service also work for me?
Yes, this safety feature will work on smartphones as well
as feature phones(2G).
