Sanjeev Sabhlok's notes on technology, hardware, gardening

Kotak NRO account – problems with online banking in India

Problem using the debit card online in India

My Kotak debit card works well at ATMs or in physical shops but I’m experiencing huge problems with online banking. That is because an OTP is issued by Kotak for every online transaction to my phone number in Australia. Simultaneously, Kotak does issue an OTP via email – however, the email takes up to 5 minutes to reach – and in more than half the cases, the online transaction is aborted due to the delay.

Trying to overcome the online problem via gift card

Trying to overcome the problem via a gift card – but that doesn’t work, either. I thought I’d try to overcome this problem by ordering a gift card for Rs. 10,000. The card arrived but is useless – it is not recognised for online banking. I have repeatedly called Kotak customer service and they say something is wrong with their backend system. I went to the Palam Vihar branch yesterday to see if they could help fix the issue but they can’t either.

In other words, a crucial element – of online banking – is effectively not available to Kotak NRO accounts. No viable option seems to exist.


You can change the number from secure mail channel from net banking. Follow the steps below:

How to Apply for Preferred Number Change Using Secure Mail

Step: 1

Login to Net Banking

Step: 2

Click on Get Support- Inbox

Step: 3

Click on Compose mail

Step: 4

Select Service Request (SR) Nature as Request

Step: 5

Select Product as NRI

Step: 6

Select Service Request (SR) Type as Preferred Mobile number change (Mention new number)

And send the request.

Email the interaction ID (i.e. 6 digit number) which you will get on screen to the Kotak relationship manager. Along with that send a consent letter mentioning that you want to change mobile number. Mention your new and old mobile numbers and sign. 

(I took a picture of the signed consent form).

It took a total of 40 days from start to finish to get clarity on this process and get the job done.


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