FREQUENTLY ASKED QUESTIONS (FAQ)

TABLE OF CONTENTS
1. What are the services offered by Reflex Cash Management?
2. What are the benefits of using Reflex Cash Management?
3. What are the software and hardware requirements to use Reflex?
4. How secured is Reflex?
5. Is Reflex available on weekends and Public Holidays?
6. I am interested to apply for Reflex. How do I apply?
7. I am currently subscribed to “Basic Package” for Reflex. How do I upgrade to “Premium Package”?
8. Can I begin to use Reflex immediately after submitting the Reflex Application Form?
9. Will I be provided with training once I am subscribed to Reflex?
10. What are the roles available to use Reflex?
11. What can I do as SysAdmin1?
12. What can I do as SysAdmin2?
13. What is the Reflex Token for and how do I use it?
14. Do I have to pay for the Reflex Token?
15. Who should I contact if I have any queries regarding Reflex?
16. What should I do if there was an unexpected logout from Reflex?
16.1(a) Internet Explorer - to clear browser history
16.1(b) Internet Explorer - to clear browser cache
16.2 Mozilla Firefox – to clear browser history and cache
16.3 Google Chrome – to clear browser history and cache
17. Why am I seeing this page when RHB Reflex Mobile App was force closed?
17.1 What can I do to access RHB Reflex mobile app if this happens?
18. What is Self Assist?
18.1 Why do I need Self Assist?
18.2 How can I perform Self Assist?
18.3 Can I use Self Assist if I am locked out of my Reflex Account?
18.4 How do I know whether I have successfully performed an activity via Self Assist?

19. What is Cooling-Off Period?

19.1 Why do we need Cooling-Off Period in Reflex?
19.2 What activities can be implemented with Cooling-Off Period?
19.3 I am unable to use Secure Plus for transaction submission / approval during Cooling-Off Period. What should

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I do?
19.4 I have recently changed my mobile device, how do I unbind my Secure Plus under Cooling-Off Period to my
new mobile device?
19.5 How do I know if I am in Cooling-Off Period?
19.6 Can I change my password using Self Assist during Cooling-Off Period?
19.7 Can I request to get rid of the Cooling-Off Period or shorten it?
19.8 What should I do if I need to make an urgent transaction during Cooling-Off Period?

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1. What are the services offered by Reflex Cash Management?

Reflex Cash Management is an Internet-based online system that offers comprehensive cash management services.
You are able to perform the following with Reflex:

Information Management
Reflex lets you be in control of your banking accounts. Get real-time information of account activities, balances and
statements to assist you in optimizing your tactical financial and business decisions.

Consolidated Balances Access and view your various account types including Corporate Current Account, Multi-
Currency Account, Trade Account, Fixed Deposit, Money Market Term Deposit, Term Loans,
and Revolving Credit.

Statements Access various banking statements such as Account Statements, Interest Statements,
Merchant Reports, and SWIFT Statement, all at your convenience. You would also be able
to save the statements for your business records. Calling your branches to ask for balances
and statements are now a thing of the past for you.

Info Management Ever wondered what new and important information awaits you on FOREX, rates and
treasury? Get that strategic edge over your competitors by making tactical financial
decisions.

Credit Card Merchant Report If you are our credit card merchant, you can now receive, print, and download the merchant
summary reports and terminal activities online.

Cheque Book Management Managing your cheques has never been easier. With Reflex, you can request for cheque
books, stop cheques, and inquire on your cheques – all at the comfort of your office and a
click of a mouse.

Payables Management
With Reflex, you have total control to manage and perform all payments via online. With a wide array of payment solutions, it
allows for efficient transfer of funds through Intrabank, GIRO and RENTAS payment gateways.

Payroll Ease the fundamental operations of your business by letting us handle your payroll. This
would also include Employees Provident Fund (EPF), Social Security Organization (SOCSO)
and Inland Revenue Board (IRB) contributions. Managing your staff payroll has never been
easier.

Funds Transfer You can easily transfer your funds from your own group of accounts and to 3rd party
accounts, be it within RHB or to other banks (via IBG and RENTAS). With built-in flexibility
for you to schedule your transfers, you are totally in control of your funds.

Foreign Telegraphic Transfer Enjoy special rates when you submit your TT application to foreign countries online through
(FTT)/ Multicurrency FTT Reflex. With Reflex, you no longer need to go out of your way to perform this necessary
payment.

Bills Payment Settling your business’ monthly bills may prove to be time consuming but a necessary task.
Optimize your time and cost by settling them through Reflex. Among our many billers are
Tenaga Nasional Berhad (TNB), Syarikat Bekalan Air Selangor (SYABAS) and Telekom
Malaysia (TM).

Bulk Payment If your transaction volume is high, this feature is just right for you. This enables you to
combine multiple payments in a single payment file. This is ideal in the case of payments to
suppliers or creditors.

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e-Dividend Perfect for the disbursement of your dividends, eDividend enables you to directly credit your
shareholders accounts in multiple currencies. Prefer to cut cheques instead? You can also
select to outsource your cheque warrant printing with tax voucher to us. Whichever way it
is, consider it done.

Financial Process Exchange With this service, you can utilize FPX as a payment gateway to perform electronic payments
(FPX) Payment through either a Business to Business (B2B) or Business to Consumer (B2C) model.

Loan Repayment With Reflex, it is as easy as it gets to service your business’ financial commitments. No longer
do you need to worry about payment deadlines. With our secured payments channel, have
a peace of mind knowing that they are well taken care of.

Receivables Management
You can now easily manage incoming funds and provides informed tracking of incoming payments to facilitate your accounts
reconciliation.

Bills Collection Our Bills Collection service assists companies/billers who wish to add online channel as their
collections method, maximizing their collections avenue.

Auto Debit Suitable for clients who collect monies from their customers; this service allows the setting
up of a Standing Instruction (SI), ensuring constant flow of income to them.

Financial Process Exchange FPX presents you with a collections avenue for electronic funds transfers. Take advantage of
(FPX) Collection this service to provide a payment gateway for your customers to channel their payments to
you. This service is currently available for Business-to-Consumer (B2C), with Business to
Business (B2B) coming soon.

Corporate Collection Facilitate your receivables management processes using our collection service available
throughout our extensive nationwide branch network. This feature would greatly assist your
bank reconciliation for tracking and cross referencing.

Liquidity Management
Reflex presents you with the option to maximize your returns from your idle balances and surplus cash positions, providing you
more leverage in running your business.

Sweeping Why leave your funds sitting idly in your accounts? Sweep idle cash balances from your
various accounts into a concentration account or automate the movement of cash balances
into interest-earning money market funds to maximize your returns.

Fixed Deposit Using Reflex, you can also perform placement and also upliftment of your Fixed Deposit
accounts, allowing flexibility and better control of funds.

Additional Services
Aside from focusing on your information management, payments and collections, Reflex offers other services vital to your
business’ growth.

Trade Application With Reflex, we offer a host of services available for trade including Letter of Credit (LC)
issuance/ amendment, Bank Guarantee (BG) issuance/amendment, Bankers Acceptance
(BA), Trust Receipt (TR), Foreign Currency Trade Financing, Export Credit Refinancing (ECR),
and Promissory Note.

In rounding off our Trade service, you are also able to perform online inquiries on your trade
portfolio, trade limits, trade transactions and also submissions.

You can count on Reflex for a convenient, efficient, and cost-effective way of performing
your trade transactions.

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TradeInfoLink TradeInfoLink is our one-stop trade portal that connects you to global trade through a wide
range of trade tools. Explore new countries, select the right market, find business
counterparts, check trade compliance, find out the required shipping documents and
calculate customs duties. Get connected via Reflex at https://tradeinfolink.com.my.

Payment Advice Notification For your ease of reference, with Reflex, you are able to submit details and notifications to
your beneficiaries whenever you perform funds transfer, including Foreign Telegraphic
Transfer (FTT).

Host to Host (H2H) With our Host to Host (H2H) service, you can link your payables and receivables processing
systems with the Bank’s system, providing you with instantaneous straight-through-
processing capabilities for you to be in total control of your payables and receivables.

HR & Payroll Automation With Reflex, you can also automate your major payroll activities including pay-slips, claims,
leave applications, and many more. Being a web-based system, Reflex offers easy
accessibility for this service, scalable to your size of workforce, no hardware and additional
support resources needed, and most importantly, compliant to Employment Act.

2. What are the benefits of using Reflex Cash Management?

Reflex effectively consolidates cash management, trade and payment solutions. It helps ease the complexity of banking
for various business transactions at your comfort and convenience. Be in control with Reflex for efficient cash flow
management system that addresses your needs. You’re sure to find pleasure in doing business with RHB Reflex Online
Cash Management.
3. What are the software and hardware requirements to use Reflex?
We recommend the following:

Microsoft Internet Explorer 6.0 or higher

Personal Computer/laptop with Pentium Centrino Processor with 512 RAM
SVGA or higher resolution monitor, 256 colours at a screen resolution of 1024X768
Windows XP and above

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4. How secured is Reflex?

Your online security is our priority as we strive to protect your data for you to have peace of mind while banking with
Reflex. Below are the security measures to ensure your peace of mind while experiencing Reflex.

Data Encryption

Data is sent in encrypted format using Secure Socket Layer (128-bit SSL). SSL is a prevalent security protocol used
widely in most internet-based transactions.

Secured Application Access & Authorization

You will be provided with a Token that requires a password for verification to prevent unauthorized access to your
account.

Audit Trail

All user activities performed in RHB Reflex Cash Management are logged, enabling reviewing of activities.

Dual System Administrator

The online banking system is maintained by appointed System Administrators and Authorizer, providing check and
balance in your business.

Hash Total Formula

All of your payment files are incorporated with this formula to avoid any tampering. Firewall on IT Infrastructure
Reflex’s infrastructure is adequately safe from intrusion and complies with international internet security standards.
5. Is Reflex available on weekends and Public Holidays?
Reflex is available 7 days a week, from 12.15 a.m. – 12.01 a.m.
6. I am interested to apply for Reflex. How do I apply?
To apply, simply download and print the Reflex Application Form from our website and submit it to domicile branch.
7. I am currently subscribed to “Basic Package” for Reflex. How do I upgrade to
“Premium Package”?
To upgrade, simply download and print the Reflex Application Form from our website and submit it to domicile branch.
8. Can I begin to use Reflex immediately after submitting the Reflex Application
Form?
Premium Package Once your application is processed, you will be receiving your Reflex Token(s),
Users Acknowledgment letter and Reflex Token Guide
Upon receiving them, you are required to activate the token via the First Time Login option
in RHB Reflex Website.

Basic Package Once your application is processed, you will be receiving your Corporate ID and User ID by
Users registered email address
Upon receiving them, you are required to activate the User via the First Time Login option
in RHB Reflex Website.

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9. Will I be provided with training once I am subscribed to Reflex?

If you are new to Reflex (or would like to have a re-training session), upon request, we can send our team of
experienced trainers to conduct a training session for you. If we conduct the training at your office, there will be a
charge of RM150 per session. We would waive the charges if it is conducted at the Bank. Alternatively, you may also
request for online training.

Email us at [email protected] to request for a training session. Please include the following
information in your email:

Company Name
Corporate ID Number
Contact Person
Contact Number
Preferred date & time
10. What are the roles available to use Reflex?
The roles under Reflex Cash Management are:

SysAdmin1 (System Administrator)

SysAdmin2 (System Authorizer)
End User (Basic Package – Reviewer; Premium Package – Data Entry, Authorizer)
11. What can I do as SysAdmin1?
As SysAdmin1 (System Administrator), you can:

Create, edit, delete, and add End Users

Assign account to End Users
Assign token to End Users
12. What can I do as SysAdmin2?
As SysAdmin2 (System Authorizer), you are given the authority to approve the creation or the amendments done by
SysAdmin1.
13. What is the Reflex Token for and how do I use it?
It is a device provided to you by the Bank upon your subscription to Reflex. Aside from using the Token to login to
Reflex, depending on your roles, you would have different use of it. For more information in using the token, you may
refer to the manual provided.
14. Do I have to pay for the Reflex Token?
The Bank waives the charges on 2 tokens (for Sysadmin1 & Sysadmin2). Additional tokens are charged at RM50 per
token. To request for additional tokens, please contact us at 03-9206 8118 or email us at
[email protected].
15. Who should I contact if I have any queries regarding Reflex?
For any queries, please contact us at 03-9206 8118 or email us at [email protected].

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16. What should I do if there was an unexpected logout from Reflex?

Kindly clear browser cache and history. Close and re-launch the browser.
16.1(a) Internet Explorer - to clear browser history
Click on Gear Icon > Internet Options

Under the General tab, look for “Browsing History” Ensure “Temporary Internet files”, “Cookies”, and
section and click on “Delete”. “History” is selected and then click “Delete”

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16.1(b) Internet Explorer - to clear browser cache
Click on Gear Icon > F12 developer tools

A toolbar will either pop-out or display on the bottom of your browser. Click on “Cache > Clear browser cache..”

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A confirmation box will pop-out. Click “Yes”

Close the browser and re-launch Internet Explorer.

16.2 Mozilla Firefox – to clear browser history and cache

Click on 3 horizontal bars (top right) > Options

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In the “Options” page, select “Privacy & Security” > scroll down to “History” section > click on “clear your recent
history”

The screen below will pop-out. Ensure “Browsing & Download History”, “Form & Search History”, “Cookies”,
“Cache”, and “Active Logins” are selected and then click “Clear Now”

Close the browser and re-launch Mozilla Firefox.

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16.3 Google Chrome – to clear browser history and cache
Click on 3 vertical dots (top right) > Settings

Scroll down until you see “Advanced”. Click on “Advanced”

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Under “Privacy and security” > click on Clear browsing data

The screen below will pop-out. Ensure “Browsing History”, “Cookies and other site data”, “Cached images and
files”, and “Content settings” is selected and then click “Clear data”

Close the browser and re-launch Google Chrome.

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17. Why am I seeing this page when RHB Reflex Mobile App was force closed?
RHB Reflex Mobile Application is secured with the latest mobile security. If you were directed to this page while
launching RHB Reflex Mobile App, your mobile device may have been jailbreak or compromised with a malware or
malicious activity. If you have any further enquiries, kindly contact us at 03-9206 8118 or email us at
[email protected].

17.1 What can I do to access RHB Reflex mobile app if this happens?
You may perform the following actions:

Issue Affected Device OS What can you do?

Rooted/Jailbroken • Android (Rooted) 1. Restore your device OS back to the genuine OS
device • iOS (Jailbreak) 2. Tag your Secure Plus token to another device which is
not rooted/jailbroken (Token deactivation can be done
by sysadmin1 and sysadmin2)

3rd party keyboard app Android ONLY 1. Check if you have any 3rd keyboard app installed in
installed your device, only selected 3rd party keyboard below
are allowed:
• Google Keyboard
• GBoard
• Swiftkey
• Pinyin
• Indic
• Zhuyin
• Handwriting
• Cantonese

2. Set the default keyboard of your device to the original

keyboard provided by the device (eg. Samsung
Keyboard/Swiftkey)
• Device Settings > Keyboard / General Management
/ Default Keyboard > Set Swiftkey/Samsung
Keyboard as default

Malware/unauthorized • Android 1. Scan your mobile device with anti-virus/anti-malware

applications installed • iOS scanner and uninstall the applications that are trying
to compromise with your device security
2. Do not install or download applications from unknown
sources or unauthorized developers.

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18. What is Self Assist?

Self-Assist allows Reflex users to self-perform reset password, token unblock or user & reactivation of Secure Plus
(soft token).

18.1 Why do I need Self Assist?

Reflex Self-Assist empowers you to inquire and access information independently, reducing the need for direct
interaction with customer service and enhancing your overall experience.

18.2 How can I perform Reflex Self Assist?

The instructions are as below:

1. Forgot Password
a. Select “Forgot Password” from the Activity selection. Fill in your Reflex Corporate ID and User ID and
click “Next” to proceed.

123456

Anonym1

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b. Enter your identification number and click “Submit” to receive the One-Time-Password” (OTP) via
SMS to your registered mobile phone number.

654321

654321

c. Enter your Corporate ID, User ID and SMS OTP that received as Password and click “Login”.

123456 Anonym1

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d. Enter your new password and confirm new password. Click “Submit” to save the new password.

2. Secure Plus Reactivation

In the event that the users have deactivated their Secure Plus, they can reactivate it by following the steps
below.

a. Select “Secure Plus Reactivation” from the Activity selection. Fill in your Reflex Corporate ID and User
ID and click “Next” to proceed.

123456

Anonym1

b. Enter your Valid ID number and click “Next” to receive the token activation code via SMS to your
registered mobile phone number.

654321

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c. Launch your RHB Reflex Mobile APP and click on the Secure Plus activation. Scan the CrontoSign
image on RHB Reflex Web.

d. Click “Confirm” to reactivate Secure Plus user and input the OTP received via SMS in registered phone
number. Then click “Continue” to proceed for further setup.

Corp ID : 123456
User ID : Anonym1
ID Number : 654321

e. Setup the 8 digits PIN that preferred and click “Continue”.

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f. Input the preferred user nickname to complete Secure Plus Activation.

3. Unblock User
a. Select “Unblock User” from the Activity selection. Fill in your Reflex Corporate ID and User ID and click
“Next” to proceed.

123456

Anonym1

b. Enter your One-Time-Password” (OTP) and click “Submit”.

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c. User will be successfully unblock and click “Ok” to proceed for login.

4. Unlock Hard Token

a. Select “Unlock Hard Token” from the Activity selection. Fill in your Reflex Corporate ID and User ID and
click “Next” to proceed.

123456

Anonym1

b. Enter your Token Serial Number that registered and Lock Code that is displayed in Hard Token. Click
“Next” to receive the One-Time-Password” (OTP) via SMS to your registered mobile phone number.

9876543210

1234500

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c. Enter your OTP that received click “Submit” to receive Unlock Code via your registered mobile phone
number.

18.3 Can I use Self Assist if I am locked out of my Reflex Account?

No. If you have any further enquiries, kindly contact us at 03-9206 8118 or email us at [email protected].

18.4 How do I know whether I have successfully performed an activity via Self Assist?
Email notification for each activity via Self Assist will be sent to all corporate sysadmin(s) users and user that
performed activity via Self Assist.
Sample email notification as below:

Sarah Anne Lee

Sarah Anne Lee

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19. What is Cooling-Off Period in Reflex?

It is an additional safety measure whereby Reflex customers will be imposed with 12 hours of cooling-off period to
prevent unauthorized token activation and login.

19.1 Why do we need Cooling-Off Period?

To protect Reflex customers with the appropriate verification on user login and token activation in preventing the
fraudsters from initiating fund transfers using stolen credentials.

19.2 What activities will be implemented with Cooling-Off Period?

Activities Impacted Users When Cooling-Off Period applies?

Password User, Hard Token User and Upon Successfully update user
First Time Login
Secure Plus User information
Switching Mobile Device
Upon Activation Secure Plus in
(Secure Plus Secure Plus User
mobile device
Activations/Reissuances)
Hard Token Reissuances Hard Token User Upon Successfully perform login
Upon Successfully change
Forgot/Change Password Password User
password

19.3 I am unable to use Secure Plus for transaction submission / approval during cooling-off period.
What should I do?
Reflex customers will need to wait for 12 hours before the customer is able to use Secure Plus to approve
transactions. If a customer is still unable to perform login and transaction submission/approval after 12 hours, kindly
contact us at 03-9206 8118 or email us at [email protected].

19.4 I have recently changed my mobile device, how do I unbind my Secure Plus under Cooling-Off
Period to my new mobile device?
First, Reflex customers are required to wait for the 12-hour cooling-off period to pass. Then, the customer needs to
perform Secure Plus Reactivation via Self Assist. Upon binding to a new device with Secure Plus Reactivation, another
12-hour cooling-off period will be triggered. After 12 hours, the customer will be able to login or perform transaction
submission/authorization as usual.

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19.5 How do I know if I am in Cooling-Off Period?
The system will display a cooling-off message as below:
1. Reflex Web

2. Reflex Mobile App

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19.6 Can I change my password using Self Assist during Cooling-Off Period?
No. The option to change the password will only be accessible once the cooling-off period has been concluded.

19.7 Can I request to get rid of the Cooling-Off Period or shorten it?
No. This serves as a security measure aimed at preventing fraudulent transactions.

19.8 What should I do if I need to make an urgent transaction during Cooling-Off Period?
Please contact the nearest RHB Bank branch or kindly contact us at 03-9206 8118 or email us at
[email protected].

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