To ensure the secure use of financial services, Woori Bank Vietnam provides the following mandatory security guidelines and incident response instructions for using internet and mobile banking services..

      1. Installation and Usage Instructions

– Download the Woori WON Vietnam app only from official app stores (Google Play, Apple App Store).

– Regularly update the application to ensure that the latest security patches for the operating system and the Mobile Banking application are installed and applied.

– For instructions, refer to Woori Bank Vietnam official website > Retail/Corporate > Internet/Mobile Banking Guide.

– When accessing Internet Banking, secure communication (SSL/TLS) is applied to protect your personal information. Please make sure that the address bar begins with “https://” and that a padlock (🔒) icon is displayed.

      2. Do Not Share Your Password, PIN, or OTP

– Do not share authentication credentials such as passwords, PINs, or OTPs with anyone under any circumstances, and do not share devices that store such information.

– Do not save your credentials in notes, browsers, or on your phone.

– Woori Bank will never request your authentication information via any communication channel.

      3. Set Strong Passwords and Update Them Regularly

– Use a combination of uppercase/lowercase letters, numbers, and special characters with a minimum of 8 characters.

– Avoid using personal information (e.g. birthdate, phone number, repeated patterns).

– Change your password and PIN at least once every 3 months.

       4. Do Not Use Public Computers or Public Wi-Fi

– Avoid using internet/mobile banking on public computers or networks (e.g. cafés, airports, internet cafés).

– Only use secure personal devices and trusted networks.

      5. Do Not Save Login Information & Always Log Out

– Do not enable automatic password saving in browsers or applications.

– Always log out and close the browser or app after completing your session.

– If there is no activity for a certain period of time, the system will automatically log you out to securely end your session.

      6. Beware of Fraudulent Websites and Fake Apps

– The Woori WON Vietnam app is only available through official app stores. (Google Play, Apple App Store)

– Never click on links or install apps from unknown messages, SMS, social media, or untrusted websites.

– Do not install unauthorized, unlicensed, or suspicious software

– If you suspect a fake app or phishing website, please report it immediately via the contact methods specified in Section 13.

       7. Keep Security Software Up to Date

– Ensure your device’s operating system and banking app are always up to date.

– Install reliable antivirus/anti-malware software, ensure that the latest virus/malware definition updates are applied on personal devices used for online banking transactions, and perform regular scans.

       8. Choose Secure Authentication Methods

– Woori Bank shall provides transaction authentication methods with appropriate level of security in accordance with applicable laws and regulations and in line with customers’ transaction limit requirements, including OTPs, biometric authentication and security passwords.

– Choose a strong authentication method suitable for your transaction amount and importance.

       9. Be Aware of Security Risks

– Cyber threats such as phishing, hacking, and smishing are increasing.

– If you receive any suspicious messages or identify any unauthorized transactions, immediately stop using the service and notify the Bank without delay via the contact methods specified in Section 13 below.

       10. Do Not Use Rooted or Jailbroken Devices

– Do not use Woori WON Vietnam on rooted (Android) or jailbroken (iOS) devices.

– Never install apps from unofficial sources or untrusted websites.

        11. Report Suspicious Transactions Immediately

– If you receive OTP requests, transaction alerts, or login attempts you did not initiate, or notice any suspicious activity, stop using the service immediately and notify the Bank via the contact methods specified in Section 13 below.

        12. Report Lost or Damaged OTP Devices or Authentication Tools

– If an OTP device, registered mobile phone number for receiving SMS messages, or any device storing security credentials for authentication is lost, misplaced, or damaged, please immediately notify the Bank via the contact methods specified in Section 13 below.

– If you are a victim of fraud, suspect fraud or scams, or have been hacked or suspect a hacking incident, please notify the Bank immediately without delay via the contact methods specified in Section 13 below.

        13. Incident Reporting and Handling Procedures, and Customer Cooperation

– Phone: ☎ 1800-6003

– Email: callcenter@woori.com.vn

– Woori WON Vietnam App: [Service > GUIDE] menu

– Customers who detect any technical errors, abnormal transactions, or suspicious activities while using Internet Banking/Mobile Banking services must immediately notify Woori Bank Vietnam via officially announced customer service channels.

– Upon receiving the report, the Bank shall implement appropriate control measures to implement temporary control measures, including but not limited to account suspension, transaction blocking, or other necessary technical measures to prevent potential losses.

– The incident handling process includes:

  • Receiving and recording the incident report from the customer
  • Implementing preventive and risk control measures (if necessary)
  • Verifying, investigating, and analyzing the incident
  • Notifying the customer of the resolution outcome

– During the incident handling process, the customer is responsible for cooperating with the Bank, including:

  • Providing complete and accurate information related to the transaction and incident
  • Completing identity verification procedures as required
  • Providing additional documents/evidence upon request

– Based on the verification results, the Bank shall take appropriate remedial actions and protective measures in accordance with applicable laws and regulations to safeguard the legitimate rights and interests of the customer.

       14. Official Communication Channels

– Woori Bank Vietnam will only contact customers through the following official channels:

  • SMS to your registered mobile number
  • Push notifications via Woori WON Vietnam App
  • Emails sent to your registered email address
  • Notices via our official website and mobile app

– Sensitive information such as password, PIN, OTP, authentication codes and biometric data is never requested over the phone; if you receive such a request, it may be a scam and should be reported immediately

– Woori Bank Vietnam only contacts customers in the following cases:

  • Issues related to information system incidents and service disruptions
  • Personal data breach incidents and information security incidents
  • Abnormal transactions – detection of unusual indicators
  • Changes to authentication and security measures and related security notifications
  • Notifications in accordance with laws, regulations, and supervisory authority requirements
  • Exercise of customer rights and handling of requests

Other cases necessary to protect customers and ensure service operations