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 or email at:

Singapore Overseas: +65 6222 2200 In Singapore: 1800 222 2200 Operating hours: 8:30am to 8:30pm, Mon – Fri (excluding PH) Or email	Macau +853 8895 0614 / +853 8895 0632 Operating hours: 9:00am to 6:00pm, Mon – Fri; 9:00am to 1:00pm, Sat (excluding PH) Or email
Australia +61 2 8823 9300 Operating hours: 8:30am to 5:30pm, Mon – Fri (excluding PH) Or email	Mainland China +86 400 821 8881 or +86 755 222 33570 Operating hours: 9:00am to 6:00pm, Mon – Fri (excluding PH) Or email
Hong Kong +852 2290 8068 / 2290 8098 (branch) Operating hours: 9:00am to 6:00pm, Mon – Fri; 9:00am to 1:00pm, Sat (excluding PH) Or email	Taiwan +886 2 6606 0302 Operating hours: 8:30am to 6:30pm, Mon – Fri (excluding PH) Or email
India Overseas: +91 (44) 6632 8000 In India: 1800 103 6500 / 1800 419 9500 Operating hours: 10:00am to 7:00pm, Mon – Fri & RBI working Saturdays (excluding PH) Or email	Vietnam +8428 3914 8083 Operating hours: 9:00am to 5:00pm, Mon – Fri (excluding PH) Or email
Indonesia Overseas: +62 21 8082 6902 In Indonesia: 1500380 Operating hours: 8:00am to 5:00pm, Mon – Fri (excluding PH) Or email	United Kingdom +44(0)20 7489 5440 Operating hours: 9:00am to 5:00pm, Mon – Fri (excluding PH) Or email

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

	Apps download from unverified app stores
	If you see this message, it means that your mobile device contains app(s) that are not downloaded from official app stores and has ‘Accessibility’ settings turned on. This may give scammers control of your device. To safeguard your banking account, access to DBS IDEAL app will be restricted.

	Screen-sharing
	If you see this message, it means that screen-sharing or mirroring is taking place on your device. This may be a sign of a malware attack. To safeguard your banking account, access to DBS IDEAL app will be restricted while screen-sharing or mirroring is going on.

	Rooted (Android) or Jailbroken (iOS) device
	If you see this message, it means that your device is likely infected with known malware applications, or is jailbroken or rooted. Jailbroken or rooted devices pose a higher risk of unauthorized access, potential compromising the safety of personal data and your banking accounts. To safeguard your banking account, access to DBS IDEAL app will be restricted.

	How does this work?
	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.

Can you still use DBS IDEAL app?

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.

	Can you opt out of this security feature?
	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.

	Does DBS scan your device or collect personal information?
	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 our privacy policy.

If you do not see the message, does it mean that your device is 100% secure from malware?

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

	How does a device get infected with malware?
	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.

How to remove malware on your mobile device?

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

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
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
Delete such apps from your mobile device

What if your DBS IDEAL app access is still blocked after taking these steps?

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

	Are you able to continue using DBS IDEAL app alongside the potentially risky apps identified by the bank in the message?
	If you trust that the identified apps are safe and wish to continue using them alongside your DBS IDEAL app, you may turn off ‘Accessibility’ for the identified apps. You will be able to access DBS IDEAL app thereafter. To turn off ‘Accessibility’ for the identified apps, go to Settings > Accessibility > Installed apps on your mobile device.

	What are 'Accessibility’ settings and how do cyber criminals exploit them?
	‘Accessibility’ settings, like text-to-speech, provide user interface enhancements that make it easier for users with disabilities to navigate a mobile device. However, cyber criminals are abusing these settings to control the device remotely or steal sensitive information.

How do you change the ‘Accessibility’ settings for apps that were not downloaded from the official app stores?

Here are the steps to change 'Accessibility’ settings for some popular device models:

Samsung Galaxy A53 5G / Flip 4 / Fold4 / A73 5G / S21 Ultra / A23 5G: Settings > Accessibility > Installed Apps
Samsung Galaxy S21 5G / Galaxy S10: Settings > Accessibility > Installed Services
Oppo A78 5G / Reno8 5G: Settings > Additional Settings > Accessibility
Oppo Find X2 Pro / A17: Settings > System Settings > Accessibility
Huawei P50 Pro: Settings > Accessibility features > Accessibility > Installed Services
Huawei Nova 3i / Nova 5T: Settings > Smart Assistance > Accessibility
Huawei Mate30 & Huawei Y9a: Settings > Accessibility features > Accessibility (Scroll down to Downloaded Services)
Google Pixel 5 / Pixel 3 XL: Settings > Accessibility
Redmi Note 10 5G: Settings > Additional Settings > Accessibility > Downloaded Apps
Poco X5 5G: Settings > Additional Settings > Accessibility > Downloaded Apps

The steps to turn off an app’s ‘Accessibility’ may differ by device model. Please check with your device manufacturer if the above steps are not relevant for your mobile device.

	What are the official app stores for Android mobile devices?
	Google Play Store Samsung Galaxy Store Huawei App Gallery Xiaomi MI App Store Amazon Appstore Vivo V-Appstore Oppo App Market

Screen-Sharing detection

	How does the DBS IDEAL app detect screen-sharing activity?
	DBS IDEAL detects both intentional sharing by the user and any unauthorised screen-sharing initiated by potential malware app(s).

What should you do?

If you are screen-sharing (example, CarPlay, casting screen to TV, through meeting software calls): Simply stop screen-sharing. Once you do so, access to DBS IDEAL app will be automatically restored.
If you are not screen-sharing but DBS IDEAL app detects that there are apps on your device are screen-sharing: Delete the apps identified to be screen-sharing from your mobile device.
If you have done above steps, but access to DBS IDEAL app is still restricted: This may be a sign of an ongoing malware attack. Please immediately contact our DBS BusinessCare hotline during business hours or email us.

Understanding malware scams

How do scammers trick victims into downloading malware?

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.

	What happens when your device is infected with malware?
	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.

	What are some tell-tale signs that your device may be infected with malware?
	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

Be wary of a deal that seems too good to be true

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.

	Stick to official sources like Google Play Store and Apple App Store
	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.

Pay attention to app permissions and use a mobile security software

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?

	What is jailbreak or rooting?
	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.

Why is jailbreaking or rooting unsafe?

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

	What should you do?
	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.