Questions and Answers BTA-ONLINE INTERNET-BANKING SYSTEM FOR LEGAL ENTITIES 1 Table of contents How to add new account to company? “This BIN already exists” error is displayed ...................................3 How to switch between agreements? ..........................................................................................................4 SWIFT-file with Kazakh letters doesn’t load..................................................................................................4 Slow loading of BTA-Online system ..............................................................................................................4 Payment order cannot be sent to the bank ..................................................................................................4 “Enter” button is not displayed.....................................................................................................................5 When entering the system, “List (0)file” error is displayed ..........................................................................5 Where to download install programs and manuals? ....................................................................................6 When entering the system, “Token is not found or password is incorrect” error is displayed. ...................6 System hangs up when signing documents. .................................................................................................7 How to find a document in the system? .......................................................................................................7 When saving documents: “3(4,5,6….) symbols are distinguished out of 6(7,8,9…)” error is displayed .......8 Foreign currency transfer is denied with “RUB account currency is not found” error being displayed .......8 Where to get password to unblock KazToken key? ......................................................................................8 How to operate in the system? .....................................................................................................................8 User name is not displayed ...........................................................................................................................8 Error on forms ...............................................................................................................................................9 Unlock KazToken key.....................................................................................................................................9 Functional check of KazToken key. .............................................................................................................10 Contact is .....................................................................................................................................................11 2 How to add new account to company? “This BIN already exists” error is displayed When creating “Payments” document: Create new payment Enter IIN/BIN of already existing beneficiary into “IIN/BIN” field and click Magnifying glass icon Beneficiaries guide will transfer data of beneficiary chosen by IIN/BIN. Change beneficiary account, tick saving box, fill out all fields and save payment. Beneficiary database will contain several same beneficiaries with different settlement accounts 3 How to switch between agreements? Go to “Guides” tab. Click on Agreement selection form. Click on the link of necessary agreement. SWIFT-file with Kazakh letters doesn’t load All SWIFT-files having Kazakh alphabet should be exported from accounting systems in WIN coding. Support of Kazakh alphabet is only possible with such coding. If this rule is not complied with and other coding is selected, import of files into system will be impossible. Slow loading of BTA-Online system Please check how other websites are loading. If they do not load, you need to apply to your internet provider. If other websites are loading well and only BTA-Online is not loading, you need to contact communication provider and find if any restrictions are set on websites with SSL encryption protocol. Payment order cannot be sent to the bank You signed and sent a payment order to the bank through BTA-Online system, but an hour later the payment order still displays “For sending” status. Perhaps, a communication failure took place. You need to contact your account manager to check the status of payment and find reasons of delay. Also you could have indicated the following operational day as a value date. If your 4 payment is a budget payment or intrabank payment (when beneficiary is also serviced in BTA Bank), the system will not send the payment to the Bank up to the value date indicated in the payment order. “Enter” button is not displayed 1. Java program is not installed – you need to install software according to User Manual for setting workplace in order to start working in BTA-Online system. 2. Several versions of Java are installed – you need to delete all versions of software and install the software recommended by Oracle according to User Manual for setting workplace in order to start working in BTA-Online system. 3. Java program is not installed correctly – you need to reinstall software according to User Manual for setting workplace in order to start working in BTA-Online system. 4. Java program (64 bit) is installed – you need to reinstall software according to User Manual for setting workplace in order to start working in BTA-Online system with Java (32 bit) 5. Java program settings are not adjusted – you need to adjust settings according to User Manual for setting workplace in order to start working in BTA-Online system. 6. The user uses software 7/8 64 bit – you need to copy file according to User Manual for setting workplace in order to start working in BTA-Online system. 7. As temporary solution, if abovementioned recommendation did not work, we offer you to try installing the latest version of Java software with last but one Update and/or lowering security level down to Medium. When entering the system, “List (0)file” error is displayed 1. Please insert the key to another USB-port and refresh browser. 2. Key is not inserted into USB-port. 3. There may be a problem with operability of the key (it occurs if the key is JavaToken key); in such case you need to check data display in Tumar according to User Manual for setting workplace in order to start working in BTA-Online system. If data is not displayed, you may additionally install native driver of the key and check its operability. If the key 5 cannot be read by its native driver, you need apply to your account manager in CSD to change the key. Where to download install programs and manuals? Install programs and manuals are available for downloading from the official website of the bank http://bta.kz/ru/corp/btaonline/ When entering the system, “Token is not found or password is incorrect” error is displayed. 1. Password was entered incorrectly 2. Token is not inserted into USB-port Token does not work (see question When entering the system, “List (0)file” error is displayed) 3. Profile in Tumar software is set incorrectly, setting should be done according to User Manual for setting workplace in order to start working in BTA-Online system. 6 System hangs up when signing documents. Settings of Java program are not adjusted – you need to adjust settings according to User Manual for setting workplace in order to start working in BTA-Online system. How to find a document in the system? Go to “Documents-Payment Record form”. Set entry data for search and click “Find” button 7 When saving documents: “3(4,5,6….) symbols are distinguished out of 6(7,8,9…)” error is displayed The amount of payment has integer and fraction numeric expressions and is written with comma. The integer and fraction numeric expressions of the amount must be separated with full point. Foreign currency transfer is denied with “RUB account currency is not found” error being displayed Currency of beneficiary account is indicated as RUB, while it should correspond to the currency of your account of debiting, i.e. RUR. Change currency of beneficiary’s account. Where to get password to unblock KazToken key? To receive password to unblock KazToken key, please apply to your account manager in CSD. How to operate in the system? To get acquainted with functionality of the system, you need to download User Manual from the official website of the bank http://bta.kz/ru/corp/btaonline/ User name is not displayed Login was made through browser different from IE. IE browser v. 10 is installed, you need to adjust settings according to User Manual for setting workplace in order to start working in BTA-Online system. 8 Error on forms You need to set parameter of update of saved webpages in IE browser. To do this, you need to go to “Service-Internet options-General tab”, and then click on “Properties” button in “History of review” section. In “Temporary files and log properties” window choose “Check update of saved pages at every visit of websites” and save this setting Unlock KazToken key. In case blocking your key (KazToken) you need to download the program by clicking on the utility KAZTOKEN bank site at http://bta.kz/ru/corp/btaonline/ under Utilities. Next, open the program, which is downloaded by you earlier. In the empty field enter the password to unlock and click on buttom "Unlock" 9 Functional check of KazToken key. The functional check of (token) key can be checked by installing additional software. Download that, on the site of the manufacturer of the device at: http://kaztoken.kz/downloads/ktDrivers.x86.v.2.73.00.0408.exe (for 32-bit system) http://kaztoken.kz/downloads/ktDrivers.x64.v.2.73.00.0408.exe (64-bit system) After installing the software, which is downloaded by you earlier, connect to a computer (token) key and open the program. If the button "Login" enabled (as shown in pic.). In this case the (token) key is working. When the button "Login" is not active in this case, you must replace key by contacting the CSC to the servicing account manager 10 Contact is Contact details Customers – users of BTA-Online system may use the advantages of Call-Center established for rendering consulting services: for Almaty - tel.: 2500-252 for all regions of Kazakhstan – tel.: 8-8000-800-111 (toll-free number) Working schedule Monday, Tuesday, Wednesday, Thursday, Friday: 8:00 a.m. - 9:00 p.m.; Saturday, Sunday, holidays: 9:00 a.m. - 6:00 p.m. 11