Q. I am not able to login with the user name and password received from bank:
A. USER ID and password are case sensitive i.e. capital and small letters are different here.
Q. What should I do after logging in?
A. When you log in for the first time, the system will prompt you to change your username and password. Username can be alpha-numeric and maximum 20 characters. Your password should be minimum 8 characters and maximum 20 characters. It should have alpha-numeric and at least one special character.
Q. I am getting message “invalid USER ID and password combination”
A. This could be due to wrong USER ID password combination used by you. Please note user id and password are case sensitive. e.g. TSHERING, tshering and Tshering are different here. Your password should be minimum 8 characters and maximum 20 characters. It should have alpha-numeric and at least one special character e.g.tshering@0658
Q. I have forgotten my login password
A. Please go to trouble “logging in” and “forgot password” option. If you know correct username and profile password, duplicate password will be dispatched at your registered address.
If you do not know your profile password, reference number will be generated. Please download duplicate password form and submit it to your branch along with your reference number.
Q. I want to change my user name
A. User name cannot be changed by the customer or branch. Please ask your branch to register you again.
Q. How do I change my login password?
A. Please go to “Profile” and change login password option.
Q. How do not know my profile password?
A. Please note profile password is not given by the bank. It is given by the customer and it can be alpha-numeric or alpha-numeric with special character.
Q. I get the message you do not have any account
A. This is because your branch has not yet activated your account. Please contact your branch for giving flag 9 to your account.
Q. I am viewing some one else’s account(s)
A. Please get in touch with your branch and ask them to remove wrong account and add your correct account.
Q. I have some more accounts which are not visible
A. Please ask your branch to add your other accounts to your user name by going to option “add account to user”.
Q. I want to change my address or update my email address
A. For change of address please write to your branch, as database is available at your branch.
Q. How do I request for a Cheque Book?
A. Please go to “requests” and “cheque book option”. You can either collect it from branch or ask them to send it by post or courier. It will be sent at your registered address.
Q. I have ordered a draft but it has not yet reached destination
A. Please note the draft cannot be delivered to third party. It can only be dispatched at your registered address. Please contact your branch for more details.
Q. I want to send some message to my branch
A. Please write to your branch for branch specific issues.
Q. I want to know the latest interest rates?
A. Please visit www.drukpnbbank.bt for rates and other information.
Q. I want to download Statement of my account?
A. Please go to “accounts” and then to “statement of account”.
Q. I am unable to do fund transfer?
A. This is because your branch has not given you transaction rights. Please ask or write to your branch to give you transaction rights.