Q.Can a physical OTP token and mobile OTP token be in use at the same time?
A.It is possible to choose the type of token for each Customer User. However, it is not possible for the same user to be using both a mobile OTP token and physical OTP token at the same time.
Q.How can I change the type of OTP token?
A.You can change the type of OTP token by asking your Administrator to submit a Physical OTP Token Request or Mobile OTP Token Request and approve it. For details of the procedure, see Operation Manual Chapter 4 Administration - User Profile.
Q.After changing the type of OTP token, when will the old OTP be disabled?
A.The old OTP will be disabled when you log in to COMSUITE Portal with your new OTP token.
Q.Can I install the app on several smartphones?
A.You can use the app only on one smartphone.
Only one phone number and one e-mail address can be registered for each user, and the app is linked to one smartphone.
Q.Does the app have an expiration date?
A.No, the app does not have an expiration date. However, if you don't log in to the app for 6 month, the PIN will be locked. In such case, please ask your Administrator to perform a Mobile OTP Token Reset by following the relevant procedures described in Operation Manual Chapter 4 Administration - User Profile.
A.The Passcode (SMS) is a type of code issued by MUFG Bank to authenticate a user upon their first use and consists of 8 numbers. MUFG Bank sends the code to each Customer User's smartphone via SMS (short message service).
Q.What is the Passcode (e-mail)?
A.The Passcode (e-mail) is a type of code issued by MUFG Bank to authenticate a user upon their first use and consists of 8 numbers. MUFG Bank sends the code to each Customer User via e-mail.
Q.My passcode (SMS/e-mail) has expired. What should I do?
A.Return to the [Request Authentication Passcode] page by tapping the [Cancel] button on the [Enter Authentication Information] page, and request a new authentication passcode again.
Q.What is the COMSUITE User Name?
A.The COMSUITE User Name is the user name you have entered in the COMSUITE Application Form. If you don't have the form, please confirm with your Administrator.
A.The PIN code is the 6-number password you enter to start the mobile OTP token app. To change the PIN code, tap the [PIN] icon in the upper left of the [Generate OTP] page.
Q.When my Administrator is absent, can I request MUFG Bank that they change the type of my OTP token?
A.Only your Administrator can approve such request. Please continue to use your current OTP token.
Q.Do I need to take any procedures when I switch my mobile phone?
A.Your Administrator needs to perform a Mobile OTP Token Reset. For details of the procedure, please see Operation Manual Chapter 4 Administration - User Profile. If your phone number and/or e-mail address has changed due to switching your mobile phone, please update your profile on COMSUITE Portal.
Q.When I change my phone number or e-mail address, do I need to perform initial activation on the app again? (Given that I don't switch my mobile phone)
A.You don't need to perform initial activation on the app again. Please update your profile on COMSUITE Portal. The procedure is as follows:
1. Click the [Administration] link on the top page.
2. Select [Profile Revision / Inquiry] in the [My Profile] section.
3. Update the [e-mail Address] and [Mobile Phone Number (Country Code / Number)] fields.
Q.Can I exchange my mobile OTP token with a physical OTP token?
A.Yes, you can. Please ask your Administrator to submit a Physical OTP Token Request and approve it. For details of the procedure, please see Operation Manual Chapter 4 Administration - User Profile.
3. Other (difficulties, trouble, etc.) (6)
Q.Can I use the app without a network connection?
A.If you have completed initial activation, you can use the app without a network connection. However, you do need a network connection to perform initial activation on the app.
Q.A pop-up message is urging me to update the app. What should I do?
A.A new version has been released on Google Play and App Store, so please update the app to that version.
- Google Play is either a registered trademark or a trademark of Google LLC.
- App Store is a trademark of Apple Inc., registered in the U.S. and other countries.
Q.I can't start the app after having updated it. What should I do?
A.The update may not be successfully completed. Please try updating the app again. If the app still doesn't start, please contact MUFG Bank.
Q.What should I do when I have lost my smartphone or it has been stolen?
A.Please contact the MIND Help Desk or your MUFG Bank branch.
COMSUITE Portal Customer Support
https://www.bk.mufg.jp/ebusiness/e/ebiz/helpdesk.html
Q.I have entered the wrong PIN code several times and been locked out. What should I do?
A.Your Administrator needs to perform a Mobile OTP Token Reset. For details of the procedure, please see Operation Manual Chapter 4 Administration - User Profile.
Q.I uninstalled the app by mistake. What should I do?
A.If you haven't performed initial activation on the app, install the app again and perform initial activation on the app.
If you have performed initial activation on the app, your Administrator needs to perform a Mobile OTP Token Reset. For details of the procedure, please see Operation Manual Chapter 4 Administration - User Profile.