Unable to register for biometric authentication at home, many customers went to the transaction counter to ask for support from bank staff. According to VietNamNet, at BIDV Nam Ha Noi Branch on the morning of July 2, this branch had to assign 5-6 employees to directly support and guide customers to set up biometrics.

However, due to the inability to meet the needs of the majority of customers at the same time, some counter staff also joined in to support customers. Even the security staff at this branch had to "join in".

Normally each customer will have to wait from 30-45 minutes to complete the registration process.

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Support biometric authentication for guests.

However, not everyone is lucky enough to register successfully even when the phone can read the CCCD chip data. The common error that users often encounter is called “error 1003” by BIDV staff, also known as an intermittent error.

“Because there were too many people registering at the same time, the system was interrupted due to overload. In these cases, customers were instructed to go home and install it themselves after the system load had been reduced,” said a bank employee.

After struggling for a while but encountering an intermittent error, Ms. Huong, a BIDV customer, was instructed by the staff to install it herself at home, after getting the bank staff's phone number in case she needed support.

Mr. Nguyen Huy Si, another BIDV customer, said that the Samsung A7 mobile phone cannot read NFC data while the bank cannot support this type of device. Therefore, the only way he has left is to... replace the phone.

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Some customers, even when they go to the bank, cannot register for biometric authentication because the device is not compatible. Photo: N. Tuan

However, some phone lines, although unable to read NFC data, can still be successfully installed by bank staff.

For example, with some customers using Redmi, Xiaomi phones,... customers do not need to access the app on the phone but only need to give the CCCD with chip to the staff. The bank staff will collect the CCCD data from the bank's own device, then proceed to collect biometric data using the customer's face.

But the process of getting customer facial data is also full of "luck", in some cases it seems like the final step has been completed, but the system reports that it has not been recorded.

At that time, the bank staff will have to perform this operation again from the beginning. The data retrieval and registration is only completed when the system records and confirms "complete".

“Today, we only support registration for customers whose mobile devices cannot read chips. For customers whose devices can read chips, we will guide them to install it at home,” said a BIDV employee.

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BIDV female staff helps customers register for biometric authentication. Photo: N. Tuan

At VPBank Bac Linh Dam Urban Area branch, customers flocked to get installation support. Combined with customers coming to make other transactions, it created a rare crowded scene at this branch.

Here, the ironic situation is that customers with Viettel or Mobifone SIM cards are allowed to sit in a room with mobile signal to scan data, while Vinaphone customers are invited to go out to the street to do this because the signal inside the house is too weak.

As a result, most customers had to wait 2-3 hours, some even had to spend the whole morning to register their biometrics. Some people went out to get a number and then ran off to do other things, then came back but it was still not their turn.

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Customers waiting at VPBank Bac Linh Dam. Photo: N. Tuan

At Vietcombank Hoan Kiem Branch, at 11:15 am, there were still nearly 10 customers patiently waiting to be guided. From this point onwards, new customers were guided by staff to register for a queue number and made an appointment to return in the early afternoon.

However, according to the reporter's observation, the employees of the above banks all appeared friendly and enthusiastically supported customers.

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Customers waiting at Vietcombank Hoan Kiem Branch. Photo: N. Tuan

Ms. Van Anh (Hanoi) said that this morning she went to Vietcombank Thanh Cong Branch to get support for biometric installation. Here, she encountered a crowded scene of customers, most of whom came here because they could not install it themselves. After a while, the bank staff struggled, and everyone left because no one could do it. Customers were advised to go home and do it again themselves.

“When I arrived, I saw some people leaving, saying they couldn’t do it,” said Ms. Van Anh. “However, despite the crowd, I still tried to stay and wait my turn. I thought the bank staff had some kind of “trick” to help me make sure the installation was successful. But then they just did the same steps as I did at home. After a while of struggling, the message “session is over” appeared. The Vietcombank staff said that it was possible that there were too many people registering at the same time, so the system couldn’t recognize them,” Ms. Van Anh shared.