Frequently Asked Questions (FAQ)

UOB Indonesia will implement the adjustment gradually starting 6 May 2026.

From that date:

• Account status management will comply to POJK No. 24 of 2025; and
• Accounts with zero balance for six consecutive months will be automatically closed in accordance with the applicable regulations.

Yes. Following the implementation of POJK No 24 of 2025, there are adjustments to the General Terms and Conditions for Savings Account and Current Account. 

The adjustments include account status classification, account reactivation requirements, and automatic closure for accounts with zero balances in accordance with the applicable regulations.

More information regarding the updated General Terms and Conditions can be accessed via UOB Indonesia website. 

The regulations apply to all Savings and Current accounts in UOB Indonesia for both individual and non-individual customers.

Before the implementation:

• Active Account is an account with deposit and/or withdrawal transactions.
• Passive or Dormant Account is an account with no transaction activity such as deposit or withdrawals for six (6) consecutive months or within the period determined by the Bank in accordance with the applicable regulations. 

After the implementation:

• Active Account is an account with transaction activities, including deposits, withdrawals, or balance enquiries.
• Inactive Account is an account with no transaction activity, withdrawals, or balance enquiries for more than 360 (three hundred and sixty) consecutive days.
• Dormant Account is an account with no transaction activity, withdrawals, or balance enquiries for more than 1,800 (one thousand eight hundred) consecutive days. 

The calculation of days for account status changes is based on the date of the last activity on the account. If the account status change to Inactive or Dormant falls on a public holiday, the account status change will be processed on the next business day in accordance with the applicable regulations. 

Upon the implementation of POJK No. 24 of 2025: 

• Accounts previously classified as Passive or Dormant will be reclassified as:
  • Inactive Account; or
  • Active Account if the account falls under the category of exempted account.
• Dormant Account status will be implemented starting end of 2029.

Notification email or letter received by customers until May 2026 refer to customer’s account status based on data prior to the implementation of POJK No 24 of 2025. 

Effective 6 May 2026, account status will be updated in accordance with POJK No. 24 of 2025.

No. Certain accounts will remain classified as Active despite having no transactions for 360 (three hundred and sixty) calendar days, including:

1. Accounts for specific purposes, such as:
2. Individuals
   • Accounts used by customers for purchasing or reselling investment products (mutual funds, bonds, structured deposits);
   • Accounts used for interest payments and time deposit withdrawals;
   • Accounts used as collateral for Back-to-Back (BTB) loans;
   • Accounts used for loan payments (mortgage/loans);
   • Escrow accounts for mortgage payments;
   • CEP/Payroll accounts;
   • Government programme accounts (Simpanan Pelajar or Tabunganku); and
   • Internal accounts.
3. Non-Individuals
   • Overdraft accounts;
   • Credit guarantee accounts;
   • Escrow accounts;
   • Loan payment accounts;
   • Liquidity Management System (LMS) accounts;
   • Export proceeds accounts;
   • Mutual fund accounts;
   • Internal accounts;
   • Nostro accounts; and
   • Customer investment fund accounts.

2. Accounts with fixed-term features, such as: U-Plan
3. Accounts subject to legal processes or disputes:
   • Inheritance accounts prior to distribution;
   • Accounts blocked by law enforcement authorities.

Inactive Account:

• Withdrawal features will be automatically disabled, preventing fund withdraw through all transaction channels (Teller, ATM, TMRW, PIB, and UOB Infinity);
• The account can still receive incoming funds; and
• Interest and administrative fees will continue to apply in accordance with applicable regulations.

Dormant Account:

• All incoming and outgoing transaction features will be disabled; customers cannot receive or withdraw through any channels;
• Interest and administrative fees will continue to apply in accordance with applicable regulations.

Yes. The funds remain recorded under the customer’s name and will be managed by the Bank for 30 (thirty) years. After that period, the account will be handled in accordance with the prevailing laws and regulations (referring to the Indonesian Civil Code).

The funds will not become the Bank’s property and nor be recognised as Bank income.

Customers must perform at least one of the following activities:

• Deposit funds;
• Withdraw funds; or
• Balance checks (note: during the Bank’s system development period until 2027, balance checks cannot be categorised as account activities).

To maintain account activity, customers are advised to perform at least the following activities:

• Once (1) a year for individual customers.
• Once (1) every six months for non-individual customers

Based on POJK No. 24 of 2025, balance checks are considered account activity to maintain account as active. 

However, during the system development period, balance checks are not considered as account activity in the bank’s system. 

Based on POJK No. 24 of 2025, the following transactions automatically generated by the Bank’s system are not considered as account activity:

• interest credit;
• tax deductions;
• administrative fees; and
• auto-debits based on standing instructions.

Activities that are considered as customer-initiated transactions include:

• deposits; 
• withdrawals; or
• balance enquiries qualify as account activity.

Inactive Accounts

Reactivation must be requested by the customer through: 

• UOB Contact Center 14008 (for customers with low and moderate risk); and 
• UOB Indonesia branch office (for all risk levels)

Terms:

• Customer Due Diligence (CDD) will be conducted;
• If there are data updates or additional verification is required, customers will be directed to a UOB Indonesia branch office; and 
• High risk customers are required to conduct Enhanced Due Diligence (EDD) process at a UOB Indonesia branch office.

For account reactivation process through Contact Center, once reactivation is successful, Bank will send a notification via SMS and/or email registered on the Bank’s system.

Dormant Account 

Reactivation can only be done at a UOB Indonesia branch office, where:

• Full CDD or EDD required;
• The Bank reserves the right to approve or decline the reactivation request; and
• Requests may be declined if there are indications of suspicious transactions, the information provided is inconclusive, or the customer refuses to provide information or supporting documents.

Yes. Such accounts continue to earn interest and are subject to administrative fees on a monthly basis, in accordance with applicable product terms and regulations. 

Administrative fees will not cause the account balance to become negative.

Yes. Accounts with a zero balance for six consecutive months starting 6 May 2026 will be automatically closed in accordance with the applicable regulations. This regulation is not affected by the account status whether Active, Inactive, or Dormant.

If the account closure date falls on a public holiday, the account closure will be processed on the next business day.

If the account is the primary account linked to a Debit Card, the Card will be blocked and can no longer be used. 

Customers must ensure their account does not remain at a zero balance for six consecutive months as account closure is not affected by account status whether Active, Inactive, Dormant.

No. POJK No 24 of 2025 does not require the Bank to send notifications for automatically closed accounts due to zero balances.

Notifications are only required for account status changes:

• Active to Inactive.
• Inactive to Dormant.

No. Once closed, an account cannot be reactivated. Customers must open a new account in accordance with the applicable regulations.

No. There are no fees charged for account reactivation.

TMRW Everyday Account and TMRW Savings Account are bundled accounts, hence:

• If there are balance in either account, the account will not fall under zero balance category;
• If there is no activity on TMRW Everyday Account for more than 360 calendar days, the account will become Inactive.

No. Automatic account closure for TMRW accounts does not affect TMRW Credit Card. TMRW Credit Card remains subject to the applicable credit card product terms and conditions.

No. Each account is assessed individually based on its activity and does not affect other accounts. 

Example: 

Customer has two accounts, account A and account B. Account A has deposits, withdrawals, or balance inquiries, while account B has no activity for 360 days, as a result: 

• Account A will remain Active; and
• Account B will be classified as Inactive on the 361st day. If the account has no activity for more than 1,800 calendar days, the account will be classified as Dormant. 

If the date of account status change falls on a public holiday, the account status change will be processed on the next business day in accordance with the applicable regulations.

Certain accounts may be excluded (e.g., credit or investment-linked account), subject to applicable regulations.

For tax report purposes, the Bank will report based on account ownership data and tax regulations valid for the reporting period.

If customers require documentation or further clarification, customers can contact the Bank through official customer service channels.

During the system transition period, account status may be obtained via:

• UOB Call Center 14008
• UOB Indonesia branch offices

If there is a change in account status (for example, from Active to Inactive or from Inactive to Dormant), customers will be notified through:

• Registed email addresses; or 
• Written correspondence to their registered mailing address. 

Customers may contact the following for further assistance:

• UOB Contact Center 14008
• Client Advisor or Relationship Manager
• Nearest UOB Indonesia Branch Office