SBM - Update: In-App Handling for Closed SBM Accounts

We’ve launched a new in-app flow to address the increasing number of SBM account closure cases, live from 24 June 2025.

While this isn't a new feature, it's an important UX improvement. Earlier, even after an SBM account was closed, the app experience remained unchanged—there was no indication that the account had been closed, nor any restriction on initiating actions. To resolve this confusion, we’ve now introduced a dedicated in-app handling flow for such users.

Updated Flow Details:

• On opening the app, the SBM account tile will now display:
  “Unable to fetch details.”

• Upon tapping the tile, the user experience is determined based on whether they have a DCB account:

Case 1: User has an active DCB account

• They will see a screen stating, "Your SBM account has been closed."

• A "View Details" CTA will be available, allowing them to check:

  • Available balance

  • Transaction history

  • CIF ID

Case 2: User does NOT have a DCB account

• The screen will prompt them to open a DCB account, with two options:

  1. “Get card in 1 day” – Redirects to Concierge flow, where an appointment is booked.

  2. “Get a card with normal ‘VKYC’—proceed with the standard DCB onboarding process.

The video of the implemented flow is attached for reference.