Using Internet and Mobile Banking FAQ

• How to log into OCBC Velocity for the first time?
  • Make sure you have your mobile phone with the registered number and PIN mailer letter on hand before logging in for the first time.
  • a) Open OCBC Bank Business Mobile Banking app
  • b) Enter your Organisation ID (Org ID), User ID and password provided in the PIN mailer letter.
  • c) Click "Login".
  • d) An SMS OTP will be sent to the registered mobile number.
  • e) Enter the OTP and click "Submit".
  • f) Upon successful verification, OCBC OneToken would be needed to set up next, click "Activate Now".
  • To activate your OCBC OneToken
  • i) An activation code would be sent to your registered email address. Enter the activation code and click "Submit".
  • ii) Create a 6-digit PIN for the OCBC OneToken
  • iii) Press "Next" to choose whether to sync the OCBC OneToken to Touch ID/Finger Print (and Face ID for Apple users).
  • iv) OCBC OneToken set up is completed.
  • g) Define Velocity password for login (used with Org ID and User ID)
  • h) Your Velocity account will be activated in 60 minutes.
• How to log out of OCBC Velocity
  • Simply click on "LOGOUT" on the top right-hand corner.
  • For your protection, OCBC Velocity will automatically log you out if there is no activity for a period of 14 minutes. The system will also automatically cancel your session if you have been logged in for a period of 120 minutes
• How do I unlock my OCBC Velocity account?
  • If you have already activated your new token and registered a valid mobile number with us,
  • a) On the login page, look out for "Forgot Password/ Unlock User" below the "Password" field and click it.
  • b) Enter your Organisation ID and User ID.
  • c) Check the checkbox for "I agree and accept the Agreement"
  • d) Click "Submit"
  • f) Follow the on-screen instructions.
  • If you have not activated your new token and have not registered a valid mobile number with us,
  • a) Complete the Manage OCBC Velocity Account Form to unlock your OCBC Velocity account.
  • b) Submit the original form, signed by the authorised persons, to any of our branches.
  • We take 12 business days to act on your request.
• How do I get a new password?
  • If you have already activated your new token and registered a valid mobile number with us,
  • a) On the login page, look out for "Forgot Password/ Unlock User" below the "Password" field and click it.
  • b) Enter your Organisation ID and User ID.
  • c) Check the checkbox for "I agree and accept the Agreement"
  • d) Click "Submit".
  • e) Follow the on-screen instructions.

Maker

• What is the role of a Maker?
  • A Maker creates banking transactions such as local transfer on behalf of their company through OCBC Velocity. However, for a transaction to be processed by the bank, the Authoriser needs to approve the transaction.
  • For Standard service package with transacting capability, the Maker and Authoriser is the same user. Standard service package users will have full access to all functions offered by the service package.
• How to create transactions as a Maker?
  • a) Upon login, click on the "Transactions" tab on the top menu
  • b) Choose the transaction type you want to create and you will be directed to the creation screen

Authoriser

• What is the role of an Authoriser?
  • An Authoriser approves banking transactions created by other users in your OCBC Velocity account (Makers) in order for the bank to process them.
  • For Standard service package with transacting capability, the Maker and Authoriser is the same user.Therefore, such users will have full access to all functions offered by the service package.

Unable to login

• Why does the login page hang or doesn't appear?
  • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
• Why can't I access OCBC Velocity?
  • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
  • For Windows-based PCs:

  • Browser Version Operating System	Microsoft Edge version 15 and later	Google Chrome version 51 and later	Mozilla Firefox version 54 and later
    Windows 7	N.A	√	√
    Windows 8	N.A	√	√
    Windows 10	√	√	√
    Windows 11	√	√	√

  • For Apple Mac:

  • Browser Version Operating System	Safari version 10	Google Chrome version 51 and later	Mozilla Firefox version 54 and later
    Mac OS X 10.10 or later	√	√	√

  • For Tablets

  • Operating System Tablets & Mobile Devices	Android Version 5.0 and above
    Google Android OS Browser (tablet)	√

  • Operating System Tablets & Mobile Devices	IOS version 10 and above
    Apple Safari (tablet)	√

  • Please check your browser settings to ensure uninterrupted access to OCBC Velocity.
  • If you require further assistance, send an email to hk_velocity@ocbc.com with your contact number and a convenient time for us to call you, and we will get back to you within 2 business days.
  • Should you need immediate assistance, please call us at +852 2815 9919 (Monday to Friday excluding public holidays, 9am to 5:30pm).
• Types of error messages and how to resolve them.
  • When you encounter one of the messages below:
  • Currently, you are unable to login. Please try later. If you still encounter problems, please contact our Customer Service Centre.
  • An unexpected error has occured. Please contact the system administrator.
  • Login in progress....Please wait.
  • A script on this page is causing Internet Explorer to run slowly. If it continues to run, your computer may become unresponsive. Do you want to continue?
  • A script on this page may be busy, or it may have stopped responding. You can stop the script now, or you can continue to see if the script will complete.
  • Login box appears but unable to enter credentials.
  • The system is unable to process your Logon Request, Please try again after 10 minutes.
  • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
  • For Windows-based PCs:

  • Browser Version Operating System	Internet Explorer 11 and later	Microsoft Edge	Google Chrome version 30 and later	Mozilla Firefox version 24 and later
    Windows 7	√	N.A	√	√*
    Windows 8	√	N.A	√	√*
    Windows 10	√	√	√	√*

  • For Apple Mac:

  • Browser Version Operating System	Safari version 10	Internet Explorer 11	Google Chrome version 30 and later	Mozilla Firefox version 24 and later
    Mac OS X 10.10 or later	√	√	√	√*

  • For Tablets

  • Operating System Tablets & Mobile Devices	Android Version 4.1 to 4.4.4	Android Version 5.0 and above
    Google Android OS Browser (tablet)	√*	√

  • Operating System Tablets & Mobile Devices	IOS version 5.0 and above
    Apple Safari (tablet)	√

  • Please check your browser settings to ensure uninterrupted access to OCBC Velocity.
  • If you require further assistance, send an email to hk_velocity@ocbc.com with your contact number and a convenient time for us to call you, and we will get back to you within 2 business days.
  • Should you need immediate assistance, please call us at +852 2815 9919 (Monday to Friday excluding public holidays, 9am to 5:30pm).
• Why can't I log in successfully? / Why can't my login request be processed?
  • We could be experiencing some technical issues. If an error message appears telling you to try again in 10 minutes, it means we are already working to resolve the problem.
  • If the error message instructs you to call us, please do so at +852 2815 9919 (Monday to Friday excluding public holidays, 9am to 5:30pm)
• Why do I get a "login details are incorrect" message?
  • You may have entered an invalid Organisation ID, User ID or password.
• Why is my account disabled?
  • For security reasons, your OCBC Velocity user account will be disabled if you do not log in once every 360 days or you may have keyed in your login credentials incorrectly.
  • To reactivate your account, either you or an authorised signatory can
  • • Email us at hk_velocity@ocbc.com or
    • Call us at +852 2815 9919 (Monday to Friday excluding public holidays, 9am to 5:30pm).

• How do I check my account balances?
  • a) Login to OCBC Velocity
  • b) Select "Accounts"
  • c) Select "Overview" function to access your account balances
  • d) Click on any account number to see more details, such as transaction history
  • e) Use the "show filter" function to enter your selection criteria and click on "filter" to access your account transactions
  • Use "Filter Functions" to search for specific account transactions
  • f) To save your account statements, go to "Download"
  • To optimise your online experience, it is recommended that you use Adobe Reader Version 10 & above.
• How do I add my new accounts to OCBC Velocity?
  • Your new accounts are not automatically added to your OCBC Velocity account. If you like to manage them on OCBC Velocity, please submit the Manage OCBC Velocity Account Form to any of our branches or mail it to us. Please ensure that the form is signed by the authorised persons.
  • Once we receive your application form, we take about 12 business days to process your request.
• Why am I unable to view PDF reports online?
  • Please check that you have Acrobat Reader version 10.X and above installed. Otherwise, you may wish to download it from http://get.adobe.com/uk/reader/.

• How do we make payments on OCBC Velocity?
  • Both the Maker and Authoriser are needed to make a payment:
  • a) The Maker prepares the transaction on OCBC Velocity and sends it to the Authoriser for approval
  • b) The Authoriser will need to approve this request before the payment is made
  • In the case of Standard service package, the Maker and the Authoriser may be the same person.
  • You are able to check the status of this transaction on OCBC Velocity.
• How does the Authoriser approve payments on OCBC Velocity?
  • All financial transactions must be fully authorised by the Authoriser before they are submitted to the Bank for processing.
  • a) Login as Authoriser
  • b) Select "Transactions" > "Pending transactions"
  • c) Select the transactions that you want to approve. You can select multiple transactions at a go.
  • d) Click "Approve Selected"
  • e) Turn on OCBC Bank Business Mobile Banking app. Enter the token PIN.
  • f) Review transaction details, press "Authroise" to proceed.
  • You will see a message that you have successfully approved the transaction. If your transaction requires more than one Authoriser, the next Authoriser will need to approve it before it is being sent to us for processing.
  • The status of your transaction will be reflected accordingly from "Pending Authorisation" to "Authorised" to "Submitted to bank".
• What are manual and file uploads?
  • A transaction is "manual" when the maker prepares it by manually entering the payment details.
  • File Upload– If your maker has prepared the transactions by uploading a file that is OCBC Velocity (business internet banking) format-compliant.
• When do I use which payment mode?

  • Transfer to	Payment modes you can use
    An OCBC Bank account	Transfer to another OCBC Bank account Transfer to own account
    Another bank locally	CHATS payment Telegraphic transfer (local)
    A bank overseas	Telegraphic transfer (foreign currency)

• When do I use telegraphic transfer for payment?
  • If you are making a transfer in a foreign currency or to a bank account overseas, please use telegraphic transfer.
  • You can do a telegraphic transfer on OCBC Velocity:
  • a) Login as Maker
  • b) Select "Transactions" > "Make a transfer to a bank locally" or "Make a transfer to a bank overseas"
  • c) Select the correct currency under "Transaction Currency" field
  • You may save the transaction details (click "Save") or submit the transaction to Authoriser (click "Submit")
    Note : For Standard service package users (ie. the Maker and Authoriser is the same user), users will preview and check the transaction before clicking on "Submit".
  • Once the transaction is submitted to the Authoriser, its status will change to "Pending Authorisation". Please inform your Authoriser(s) to log in to OCBC Velocity to approve the transaction.
• How will I know the status of my transactions?
  • You may login to OCBC Velocity any time to check on your transactions.
  • For Basic and Premium (with standard limit) packages, you will also receive SMS or email notifications when your transactions are "Pending Authorisation" or "Authorised".
• How do I check on the status of my transactions?
  • a) Login and select "Transactions"
  • b) Select "Transaction Status"
  • c) Complete the fields for "Search Criteria"
• What do the different transaction codes mean?
  • General

    Status	What it means
    Saved	Transaction has been created and saved by Maker. It has not been submitted to Verifier or Authoriser yet.
    Pending Authorisation	Transaction has been verified but not authorised until all authorisers have approved.
    Authorised	Transaction has been fully authorised by all authorisers.
    Submitted to Bank	Transaction has been verified and authorised. It will be sent to us automatically for processing.
    Successful	Transaction has been successfully processed by us (this is only applicable to all cash products).
    Unsuccessful	Transaction has been rejected and not processed due to errors (this is only applicable to all cash products).
    Recalled	Transaction recalled by Maker. This can only happen if the Verifier or Authoriser has not acted on it. Maker can either edit and resubmit the transaction or delete it.
    Returned by Authoriser	Transaction has been rejected by Verifier or Authoriser. Maker needs to edit and resubmit the transaction or delete it.
    Deleted	Maker has deleted a saved transaction or a rejected transaction. A deleted transaction could also mean it has been sent back to the Maker for resubmission. (See Resubmission needed)
    Resubmission needed	Transaction has been submitted by Maker, but there was a change in Authoriser before the previous Authoriser approved it, hence Maker has to edit and resend the transaction to the latest Authoriser.

• What types of online transfer are there?

  There are many types of online transfer you can choose from:

  Transfer to another OCBC Bank account
  You can transfer funds from your OCBC Bank account to another OCBC account

  Transfer to own account
  You can transfer funds between your OCBC Bank accounts.

  CHATS payment
  This service is a Hong Kong dollar payment between banks in Hong Kong. This is usually used for regular payments.

  Telegraphic transfer
  A telegraphic transfer is a fund transfer to any account locally or overseas. This is normally used for your payments in most currencies.

• What do the different payment terminologies mean?
  • Here is a glossy of common terms:
  • (IFT) - Internal fund transfer
  • (CHATS) - Clearing House Automated Transfer System
  • (TT) - Telegraphic transfer
• How do I make regular payments to the same persons
  • If you are paying the same supplier or beneficiary regularly, but in different amounts each time, please use "Transaction Templates".
  • Once you create a template, the information will be saved and you can reuse this template again for subsequent payments. Information such as who you are paying to, account number, bank and branch codes will be saved.
    
    
  • There are 3 ways to create a Transaction Template
  • A. From Transaction Confirmation Page
  • Using CHATS payment as an example
  • a) Login as Maker and select "Transactions"
  • b) Select "Make a transfer to a bank locally"
  • After you have submitted this payment, you may create a template from CHATS transaction confirmation page by clicking "save as a template" checkbox
  • Please give it an appropriate template name. Click "Submit" hyperlink on the right
  • B. From Transaction Status Page
  • a) Login as Maker and select "Transaction Status"
  • b) Click on "Transaction Type" hyperlink
  • c) Select "Save as a template" checkbox
  • Please give it an appropriate template name. Click "Submit" hyperlink on the right
  • C. From Transaction Template Page
  • a) Login as Maker and select "Tools"
  • b) Select "transaction templates"
  • c) Click "Add New Template"
  • d) Select "Transaction Type"
  • e) Enter "Template Name". Please give it an appropriate template name.
  • f) Enter beneficiary payment details in the respective fields, such as Beneficiary Bank, Branch Code, Beneficiary Account no. and Beneficiary Name
  • To prevent accidental changes to the template, you can set it as "Read-only" or "Lock" the field by clicking on the field label. A read-only template is marked by a red lock icon.
  •  
  • There are 2 ways to use or transact with a template
  • A. From Transaction Creation Page
  • a) Login as Maker and select "Transactions"
  • b) Select transaction type, e.g. "Transfer to an OCBC Bank account"
  • c) Select "Load Template" at top right corner. The 10 most updated Internal Fund Transfer templates will be displayed
  • d) Select template and click "Load"
  • The template will open up for you to edit. You can only edit items that are not marked as "Read-only". Details will be auto-populated into the transaction creation page
  • Once the transaction is submitted for Authorisation, its status will change to Pending Authorisation
  • Note : For Standard service package users (ie. the Maker and the Authoriser is the same user), users will preview and check the transaction before clicking on "Submit"
  • B. From Transaction Template Page
  • a) Login as Maker and select "Tools"
  • b) Select "transaction template"
  • c) Choose template by clicking on Template Name hyperlink
  • d) Click "Use this template to create a transaction" hyperlink at top right corner
  • The template will open up for you to edit.
  • Once the transaction is submitted to Authoriser, its status will be shown as Pending Authorisation. Please remind the Authoriser to approve before cut-off time, at least one day before the Value Date.

• Is OCBC Velocity secure?
  • Safeguarding your interests and money is a priority for us. We use industry-standard security measures to keep your privacy and investments as secure as possible. We also strive to keep you updated on ways to protect yourself when banking online with us.
  • Ways we protect you
  • Two-factor authentication
  • On top of your log-in credentials, we provide OneToken which allow you to authorise transactions securely.
  • Secure, encrypted pages
  • The "closed lock" icon on our online banking site means that information transmitted from your computer to our systems are encrypted.
  • Every transaction is secure.
  • Transactions that you perform through OCBC Velocity is secured with a one-time password generated from your security token.
  • Network security
  • All of our banking systems sit behind firewalls that prevent intruders from getting unauthorised access to the system.
  • Regular security reviews
  • OCBC Velocity is regularly reviewed and audited by external and internal auditors to ensure that your interest is safeguarded.
• What is Two-factor authentication (2FA)?
  • Two-factor authentication is a two-layer identity verification process that we use each time a user log in to OCBC Velocity. This results in a more secure online banking environment for you.
  • The first layer is your Organisation ID, User ID and password. The second is typically a security token which generates a security code or one-time password.
• How to check if the page I'm assessing is secure and encrypted?
  • To check if the page you are accessing is encrypted:
  • Internet Explorer
    (Note : the steps may differ depending on the version you are using)
  • a) Near the top right hand corner of the url address bar, click on the lock icon.
  • b) A window will open, presenting the website identification information as velocity.ocbc.com
  • c) Click on the "View Certificates" link in the window and ensure that the following appears on the certificate:
    • Issued to: velocity.ocbc.com
    • Issued by: DigiCert SHA2 Secure Server CA
    • Validity date: DD/MM/YY to DD/MM/YY
  • d) Click on the 'Certification Path' tab and ensure that the 'Certificate status' at the bottom is showing 'This certificate is OK.'
  • e) If the internet connection is not secured, you will get a 'Mismatch Address' error in the window mentioned in point (b). Click on the 'Certificate Error' tab, you will see the reason for the error encountered. Please call us at +852 2815 9919 (Monday to Friday excluding public holidays, 9am to 5:30pm) to report the error. You will still be able to login to OCBC Velocity but you will be doing at your own risk.