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ACLEDA Bank Lao Ltd.

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Questions & Answers

Here in, we are happy to represent you answers to almost all of the significantly relevant questions our customers frequently asked about ACLEDA ThanChai.

  1. What is ACLEDA ThanChai?
    ACLEDA ThanChai is a FinTech Application running on Smart Phone, enabling customers to do banking transactions from anywhere, anytime.
  2. What are the benefits of ACLEDA ThanChai?
    The benefits of ACLEDA ThanChai:
    • Be convenient, fast and highly secure to transact banking services 24/7.
    • Minimize cost and save time, without visiting and queuing at the Bank.
    • Be able to view account information and make fund transfer, make payment, top up phone or pay of goods and services via QR Code.
    • Minimize risk of carrying physical cash for payment including cash surplus/shortage/counterfeit etc.
    • Be able to view some information about ACLEDA Bank Lao such as Locate Us (branch locator, ATM and POS network), Exchange Rate, Promotion, FAQs, Security Tip, Help, News, etc.
    • Have an opportunity to use other products and services of ACLEDA Bank Lao.
  3. What are the requirements for ACLEDA ThanChai?
    Customer's requirements for ACLEDA ThanChai:
    • Be adults age 18 and older
    • Have a mobile phone running iOS or Android and a phone number
    • Have an identification document such as Laotian identity card, family book, passport with at least three months validity, or monk's identification document with photo
    • Agree with and be responsible for all the terms and conditions of ACLEDA ThanChai.
  4. How can I register ACLEDA ThanChai?
    • Self-Registration
      You just download ACLEDA ThanChai application from App Store (iOS) or Play Store (Android) in your phone. After installation, open it and then choose "Register" button. Please complete information in each step properly and clearly including phone number, name, sex, date of birth, type of identification document, permanent address; and selfie with holding your identity card. Please see instruction on how to register in "Help" menu.
    • Registration at the Bank
      If you cannot download ACLEDA ThanChai application, please come to the nearest ACLEDA Bank Lao's branch by bringing your smart phone running Android or iOS and phone number and Laotian identity card, family record book, passport with at least three months validity, or monk's identification document with photo.
  5. After self-registration, can I immediately use ACLEDA ThanChai service? Or do I have to complete any other document or need to be approved by the bank?
    After self-registration of ACLEDA ThanChai, you can instantly operate it by depositing cash into ThanChai account at the Bank counter, or receive funds transfer into your ThanChai account.
  6. What kind of security protections does the Bank provide to ThanChai's customers?
    Simplicity, convenience, and security are always ACLEDA Bank Lao's top priority. ACLEDA Bank Lao has put all efforts to ensure that information on customers' transaction or account details is at high level security standard and used the best practices of latest technology. Even if customer's phone is lost or stolen, their bank account is absolutely safe and protected. ACLEDA Bank Lao has incorporated ACLEDA ThanChai's application with the following security features:
    • It meets all security standard requirements for developing payment application from international security institution, Payment Card Industry Organization (PCI). The standard is called Payment Application Data Security Standard (PA-DSS).
    • All data and information of transaction processed from the application is securely, strongly, and fully encrypted.
    • The application uses known-device technology to verify and activate customer's phone. Even if customer's PIN is stolen, their bank account is absolutely safe and protected.
    • Two-Factors-Authentication is implemented by leveraging Signature-One-Time-Password (SOTP) or Digital Signature for authorizing transactions. This technology ensures that the customer's transaction is safe and secured.
    • The Signature-One-Time-Password is automatically generated and input by the phone and recognized by the system.
    • Personal Identification Number (PIN) is generated by highly secured third party system and stored it as encrypted format in a secured location.
    • There are 6 digits of PIN combining with One Time Password (OTP), processed in background, for validating and authenticating user.
    • Gold Code & OTP are combined together for verifying and authorizing transaction.
    • Session Management is implemented such as PIN attempt restriction, session timeout for inactive usage, Concurrent Session restriction, Dynamic Token Session. These technologies help protect user information from unauthorized usage.
    • Application-Level-Encryption is implemented to ensure the entire data are protected.
    • ThanChai's account will be deactivated (delete from the system) if it has a zero balance within 90 days.
    • We cannot guarantee stable and safe operation of the application on a rooted or jailbroken mobile device or with customized (modified) operating system.
  7. What kind of banking services can I operate?
    The banking services to be operated by ACLEDA ThanChai are:
    • Balance enquiry and mini statement
    • Own account funds transfer (ThanChai account and bank account)
      • From ThanChai account to ThanChai account
      • From ThanChai account to bank account
    • Funds transfer from ACLEDA ThanChai account to other ACLEDA ThanChai account or to mobile number
    • Fund transfer to bank account
      • From ThanChai account to bank account
    • Cash deposit to ACLEDA ThanChai account at counter
    • Cash withdrawal from ACLEDA ThanChai account at counter
    • Cash withdrawal from mobile number transferred at counter
    • Bill payment (electricity, water, phone, internet, school, etc.)
    • ThanChai Payments & P2P via My ThanChai Code
    • Mobile phone top up
    • Other services
  8. What kind of phones can be installed ACLEDA ThanChai?
    Almost all kinds of smart phones running iOS or Android can be installed ACLEDA ThanChai application. For those, who receive money transferred by this service can use any kinds of mobile phone.
  9. In order to use ACLEDA ThanChai, how much initial deposit and minimum account balance required?
    The initial deposit and minimum account balance are not required.
  10. In what currencies can I operate with ACLEDA ThanChai?
    Three currencies which are Lao Kip, Thai Baht, and US Dollar are available for ACLEDA ThanChai service.
  11. What should I do if I transfer to recipient account exceed amount?
    When you transfer exceed limit amount to recipient account, you need to immediately contact the recipient to transfer the surplus cash to you; or contact Call Centre at (856)21 264998 or go to the nearest branch of ACLEDA Bank Lao for instantly blocking the surplus amount.
  12. What should I do if I transfer to wrong recipient account number?
    If you send to wrong recipient account number, you need to immediately contact the recipient to transfer the surplus cash to you. In the case of failure, you need to urgently contact Call Centre at (856)21 264998 or go to the nearest branch of ACLEDA Bank Lao.
  13. What should I do if I transfer to recipient phone number exceed amount or wrong number?
    If you send to recipient phone number with an exceed amount or wrong number, you can log into ACLEDA ThanChai, and then delete the transaction if the transferred amount has not been withdrawn.
  14. How can I transfer money to the recipient who doesn't have an account with ACLEDA Bank Lao?
    You can transfer money to the recipient who doesn't have an account with ACLEDA Bank Lao by using his/her phone number. After successfully completed, you will receive a 6-digit Gold Code. Then you have to tell this Gold Code to the recipient for cash withdrawal from ACLEDA Bank Lao's counter.
  15. What should I do if I stop using my phone which is already installed ACLEDA ThanChai?
    You have to withdraw or transfer money from your ACLEDA ThanChai accounts until zero balance. And then deregister ACLEDA ThanChai as follow:
    • Choose ☰ button
    • Select "Deregister ACLEDA ThanChai"
    • Please provide your reason and then choose "Submit" button
    • Wait for approval from ACLEDA Bank Lao
  16. What should I do if my mobile phone connected to ACLEDA ThanChai is lost or damaged?
    Please contact our nearest branch or Call Center by (856)21 264998 to block the service.
  17. Can I block ACLEDA ThanChai service by myself?
    Yes, you can block ACLEDA ThanChai service yourself.
    • Choose ☰ button
    • Select "Block ACLEDA ThanChai"
    • Please provide your reason and then choose "Submit" button
  18. If I type wrong PIN 3 times, the system will not allow me to log in again, so what should I do?
    If you type wrong PIN 3 times, the system will be blocked. So, you need to apply as follow:
    • Choose "Settings"
    • Choose "Forget PIN"
    • Complete question & answer and another phone number
    • Choose "Submit" button
    Note: Question & answer that were entered in "Setup Recovery for Forgot PIN" menu when registered at first time. In case you don't remember the question & answer, you need to come to the nearest branch for unblocking.
  19. I have two phones, so can I register for ACLEDA ThanChai for both phone?
    Yes, you can register for ACLEDA ThanChai (open ThanChai account) for two or three phones as needed. However, please remember that each ThanChai Account has its limitation of maximum balance and different limitation of transaction.
  20. How to deposit cash into or withdraw cash from ThanChai Account at the Bank counter?
    All withdrawal or deposit at the Bank counter, you need to bring the phone registered for ACLEDA ThanChai along, and apply as follow:
    • For cash deposit, you can correctly fill in the deposit slip with a phone number and amount.
    • For cash withdrawal, you can fill in the withdrawal slip with a phone number, amount, and enter PIN; and then enter OTP received by SMS on your phone.
  21. How to withdraw cash transferred to my phone number which has not yet been registered for ACLEDA ThanChai service?
    • You need to come to the nearest branch by bringing along the phone received the transferred money.
    • You need to fill in the withdrawal slip with a phone number, amount, and enter the Gold Code received from sender; and then enter OTP.
  22. How to make payment via QR Code?
    • Please log in to ACLEDA ThanChai
    • Choose "ThanChai Payments" menu
    • Scan ACLEDA QR Code
    • Enter payment amount
    • Choose "Submit" button
    • Verify your payment information and then choose "OK" button
    Please see instruction on How to make ThanChai payment (QR payment) in "Help" menu.
  23. What should I do if I already opened ThanChai account in US Dollar currency, but I want to have it in Lao Kip more?
    • Please log in to ACLEDA ThanChai
    • Choose ☰ button
    • Select "Change Account Information"
    • Choose LAK currency
    • And then choose "Submit" button
    Note: Opening one more ThanChai account in THB can also be applied the same.
  24. I opened ThanChai account in LAK, can the others transfer USD currency to it?
    Yes they can. On the contrary, if you have ThanChai account in USD, the others can transfer LAK currency to it as well.
  25. I already opened ThanChai account, but I have not made any transaction for long time. Is my account closed automatically?
    • If your ThanChai account has zero balance for 90 days, then the account will be closed and removed from system automatically.
    • If your ThanChai account has balance more than zero and is inactive for 365 days, then the account will be blocked automatically and cannot use to make any transaction. So, you need to come to the nearest branch for unblocking.
  26. What should I do if I have not received PIN by SMS when making mobile top up?
    You can view the PIN in "Top Up History" menu.
  27. What should I do if I have not received Gold Code by SMS when transferring money to recipient?
    You can view the Gold Code in "View Transfer History" menu.
Address:#372, Corner of Dongpalane and Dongpina Road, Unit 21, Phonesavanh Neua Village, Sisattanak District, Vientiane Capital, Lao PDR. See map
P.O. Box:1555
Tel:+856 (0)21 264 994 / 264 998
Fax:+856 (0)21 264 995 / 219 228
E-mail:acledabank@acledabank.com.la
SWIFT Code:ACLBLALA
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