How to unlock the suspension of Bangkok Bank Mobile Banking in case the SIM card owner's name does not match the mobile banking account user's name

Measures to suspend mobile banking services if the SIM card owner's name does not match the mobile banking account owner's name.

In accordance with government policies to enhance the security of mobile banking usage, the Ministry of Digital Economy and Society (DE) in collaboration with the NBTC, AMLO, BOT, and banks, has implemented a measures to verify that the mobile SIM card owner's name matches the mobile banking account owner's name. This verification process initially applied to customers who opened deposit accounts and registered for mobile banking services from January 1, 2022 onwards. These customers will receive a Push Notification to update their SIM card registration information with their mobile network provider, such as AIS, True, dtac, and NT, by April 30, 2025. Failure to complete this update within the specified time may result in temporary suspension of mobile banking services.

However, those whose mobile banking service have been suspended due to a mismatch between the SIM card owner's name and the mobile banking account holder's name, or those seeking exemption can contact their bank branch to update their information and request the lifting of the service suspension.

How to Check
Mobile banking users who have been suspended due to the mismatch between the name of the mobile SIM card owner and the mobile banking account owner (as of April 30, 2025) will see a message displayed on the screen after opening the application, as shown in the image.

What to Do If Your Mobile Banking Service Is Suspended Due to the Mismatch Between the Name of the SIM Card Owner and the Name of the Mobile Banking Account Owner
Users whose mobile banking services have been temporarily suspended can update the SIM card owner's name with their mobile network provider (AIS, True, dtac, NT), After that, they can request the bank to lift the suspension or apply for an exemption. The details are as follows:

For those who need to update the mobile number owner's name or use a new SIM card:

1. Visit the mobile network provider shop to correct the mobile number owner's name or requset a new SIM card registered under your name.
2. Request a certificate of mobile number ownership from the mobile network provider.
3. Visit any Bangkok Bank branch to request the lifting of the mobile banking suspension and bring the following documents:

• Identification documents:

  • For Thai nationals: National ID card
  • For foreigners: Passport

• Passbook
• Certificate of mobile number ownership obtained from the mobile network provider.

For those who wish to request an exemption because they still want to use a mobile number registered under someone else's name, the following steps can be taken:

1. Mobile Number Owner: Contact the mobile network provider shop to request a certificate of mobile number ownership.
2. Mobile Banking User with Suspended Access : Contact any Bangkok Bank branch to request the lifting of the mobile banking suspension and bring the following documents:

• Identification documents:

  • For Thai nationals: National ID card
  • For foreigners: Passport

• Passbook
• Certificate of mobile number ownership obtained from the mobile number owner for the number you wish to use for exemption.
• Supporting Documents for Exemption Request according to the specified conditions.

In case of using a mobile number of a family member (e.g., father, mother, child, sibling, grandfather, grandmother, spouse with marriage registration):

• Proof of Relationship, such as documents issueed by Thai government agencies of equivalent foreign authorities, such as household registration,birth certificate, marriage certificate.
• Proof of mobile number ownership, such as : tax invoice, phone bill receipt.

In case of individuals being legally dependent (e.g., legal incapacitaty, quasi-incapacity, or disability):

• Court order documents.
• Disability card or documents issued by government agencies or officailly certified documents.

In case of legal entities, such as (companies, government agencies, or other legal entities when the mobile number is registered under the entity and used by its personnel):

• Certificate from the legal entity starting the name of the personnel,the mobile number, and authorization to use the mobile number for mobile banking linkage.