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    DBS Security Guide on Malware and Jailbroken or Rooted Devices

    Is your mobile device infected with malware? Is it jailbroken or rooted? Here’s what you should do.

    Important information

    • Please follow our detailed guide below to restore your DBS IDEAL access.
    • If you suspect that you are a victim of scam, or if you are unable to restore your DBS IDEAL access and need additional support, contact our DBS BusinessCare hotline at: 

    Australia: +61 2 8823 9300
    Singapore: 1800 222 2200 or +65 6222 2200
    Hong Kong: +852 2290 8068 
    India: 1800 103 6500 / 1800 419 9500 or +91 (44) 6632 8000 if you are calling from overseas. 
    Indonesia: 1500380 or +62 21 8082 6902 if you are calling from overseas.
    Macau: +853 8895 0614 / +853 8895 0632
    Mainland China: +86 400 821 8881 or +86 755 222 33570
    Taiwan: +886 2 6606 0302
    Vietnam: +84 8 3914 8083 

    Seeing a message that asks you to secure your mobile device before accessing DBS IDEAL app? Here’s why.

    This is a precautionary measure by DBS to safeguard our customers against potential security threats. If you see this, it means that your mobile device has likely been compromised – either malware has been detected on your device, or that your device is jailbroken or rooted, which makes it more prone to security vulnerabilities.

    Once your device is compromised or infected by malware, hackers can steal sensitive information like your banking login credentials and SMS/Email OTPs. They can remotely control your device to perform fraudulent monetary transactions without your knowledge or consent.

    To safeguard your banking accounts and monies, you will need to remove any malicious applications from your device, and ensure that your device is no longer jailbroken or rooted before you are able to access DBS IDEAL app.

    DBS IDEAL app has a security feature to detect if your mobile device is likely to be infected with malware. The feature uses information from government agencies to detect potential security threats. DBS IDEAL app does not and is not able to access users’ personal information or monitor device activities. It can only detect the presence of malware on your device and alert you to it.

    If you see the message above, it means that your mobile device has likely been compromised – either malware has been detected on your device, or that your device is jailbroken or rooted. This makes it more susceptible to viruses and malware. For security reasons, you will not be able to access DBS IDEAL app when this happens.

    We advise you to take these steps to secure your mobile device as soon as possible. You must do so in order to be able to safely use DBS IDEAL app again.

    No. With the rise in malware-related scams and attacks, this is a mandatory security feature that has been put in place to safeguard your banking accounts and monies.

    Your privacy matters to us. The anti-malware tool does not monitor device activity, nor does it collect or store any personal data. Learn more about DBS Australia Privacy Policy.

    While this security feature can detect malware activity with a high degree of accuracy, no security feature is foolproof. As scammers become more sophisticated in their operations, we encourage customers to play their part to form a strong multi-layered defence

    To remain vigilant, be careful of the type of apps you install and the permissions you enable on your mobile device. Check out our Security Alerts webpage to be aware of the latest security threats.

    Removing malware from your device

    You may have downloaded malicious apps via unverified links in text messages, social media, or third-party websites instead of official sources like Google Play Store or Apple App Store.

    Cyber security experts advise these steps to secure your mobile device:

    1. Disconnect your mobile device from the internet. Turn off WiFi and mobile data, or turn on Airplane Mode or Safe Mode, so scammers cannot access your mobile device through the malicious app
    2. Go through your list of installed apps. Look for anything suspicious:
      Apps not downloaded from the official app store
      •   Apps you do not recognise or do not recall downloading
      •   Suspicious apps with generic names, wrong spellings, or unauthorised app store icons
    3. Delete such apps from your mobile device

    You may need to do a factory reset of your mobile device. And as your credentials could have been accessed by scammers through the malware, you should reset all your passwords.

    If you spot suspicious activity in your DBS IDEAL account such as unauthorised transactions, call our DBS BusinessCare hotline to report it immediately at the contact details provided above for your location.

    More information from the Cyber Security Agency of Singapore can be found here.

    For more detailed steps, please refer to your device manufacturer: Android

    Understanding malware scams

    Scammers employ social engineering tactics and fake advertisements on social media platforms and e-commerce websites. They often offer enticing deals for products and services. This can include popular foods like durian and seafood or services like food catering, pet grooming, home cleaning and aircon maintenance.

    Victims are then tricked into clicking on a web link to download an app that is not from the official Google Play Store or Apple App Store.

    When the malware app is installed, scammers will have access to control your device remotely and may use this ability to steal your personal and banking credentials. They can even log in to your DBS IDEAL account and perform transactions without your knowledge.

    • Device is operating slower than usual
    • Apps are taking longer to load
    • Battery drains faster than expected
    • Seeing a lot of pop-up ads
    • Device has unfamiliar apps that you do not recognise
    • Unexplained increase in data usage
    • Higher than expected phone bills

    Tips to protect yourself from malware attacks

    • Because it probably is! Scammers have been offering fake, attractive deals like extremely cheap iPhones or durians, and very low prices for services like cleaning or pet grooming. Such scams are often found in website ads, emails, text messages, or on WhatsApp.
    • Once you click on the ad or contact the seller, you may be asked to download unfamiliar, harmful apps to make payment. That’s how your device gets infected with malware.

    • When downloading mobile apps, only use trusted sources like the Google Play Store or Apple App Store. These app stores have measures in place to reduce your risk of installing harmful apps.
    • Even on official stores, always check the descriptions, reviews, and ratings of apps to make sure they're trustworthy. Avoid downloading apps from third-party websites, emails, text messages, or social media.

    • Whenever an app you install asks for permissions, take a moment. If it asks for accessibility permissions, full control over your device, or access to sensitive information like your text messages and emails that it does not need, it could be a warning sign of a malicious threat
    • For example, a shopping app should not be asking for access to your contact list, camera, or photos. Such permissions can allow a scammer to get full control of your device
    • Consider using a reputable mobile security software to protect your device. Such software can help detect and block any harmful apps and alert you to potential risks

    Is your device jailbroken or rooted?

    Jailbreaking (for Apple devices) or rooting (for Android devices) means removing the software restrictions put in place by device manufacturers. Some users do this so they can install third-party software from unofficial sources.

    Your device’s manufacturer sets limitations so you can only use software that is verified, safe and legal. By jailbreaking or rooting and downloading unofficial apps, it:

    • gives malicious apps and their creators, possibly scammers, a back door into your phone and private data
    • voids the warranty of your device
    • can damage your device and make it faulty or unstable
    • weakens your device security
    • may be illegal if you download software that infringes on copyright laws

    You may wish to perform a factory reset on your device. If this does not work, you may need to setup your DBS IDEAL app on another mobile device which has not been jailbroken or rooted.