Frequently Asked Questions

Personal eBanking Services allow you to perform banking transactions, securities trading and access information using various electronic channels including Internet, mobile handset and phone.

You can manage your accounts through the following Personal eBanking Services:

Transaction Status Enquiry
Account Enquiry
Fund Transfer
eDeposit*
Credit Card Payment
Foreign Currency & Gold Buy / Sell Order
ePayment (Bill Payment)^#
Electronic Bill Presentment & Payment Service
Time Deposit (Enquiry, Setup, Renewal and Withdrawal, Change of Maturity Instruction)
Rate Enquiry (Deposit Rates, Exchange Rates and Gold Prices)
Remittance (Telegraphic Transfer, CHATS and HK-Macau Instant Remittance)
Cheque Services (Stop Cheque Payment and Cheque Status Enquiry)
Other Services (Change of User ID and PIN)
Cheque Book Requisition
Securities Trading^
eIPO and Financing^+
IPO Bond Subscription^
Account Opening - Investment Account, Currency-linked Deposit Account, Statement Savings Account and Time Deposit Account^#
Unit Trust Subscription, Switching and Redemption
Unit Trust Monthly Investment Plan
Currency-linked Deposit^^@
FPS Small Value Transfer
FPS Account Binding
eDDA Service

If you hold an ATM Card or Credit Card, You can click here to register for the eBanking service now.

Beside, you can visit any of our branches to apply. Also, you may contact our Customer Service Hotline at 3199 9188 for details.

The best view of browser requirements for using Internet Banking are as follows:

Microsoft Edge: 99 or above
Chrome: 101 or above
Safari: 15 or above

Mobile Banking Services is part of our eBanking Services which allows you to perform banking transactions, securities trading and access information through the mobile network platform.

No registration is required for Personal eBanking Services Customer.

You can manage your accounts through the following Mobile Banking Services:

Transaction Status Enquiry
My Portfolio
Transfer & Pay(FPS Small Value Transfer, Fund Transfer, Nominated Account Transfer, ePayment (Bill payment), Credit Card Payment)
Scan & Pay
QR Code Collect
Foreign Currency & Gold Buy / Sell Order
Time Deposit (Enquiry, Setup, Renewal and Withdrawal, Change of Maturity Instruction)
Rate Enquiry (Deposit Rates, Exchange Rates and Gold Prices)
Cheque Services (Stop Cheque Payment and Cheque Status Enquiry)
Other Services (Email address update, change of User ID and PIN)
Securities Trading^
eIPO and Financing^+
Risk Profiling Questionnaire
Unit Trust Subscription, Switching and redemption
eStatement
Soft token
All-in-one Investment Account Opening^#
eBanking account registration in Mobile directly
Biometric Logon

more features to be provided, click here to view

You can visit our Internet Banking or any of our branches to apply. Also, you may contact our Customer Service Hotline at 3199 9188 for details.

The service hours of Mobile Banking Services are identical to Internet Banking Services. (Please refer to the Service Hour Table)

You can use your Internet Banking User ID and password to login our Mobile Banking.

For customer's with ATM Card or Credit Card, you may reset your User ID and/or PIN via Mobile Banking by clicking "Forgot Your User ID/PIN" on Login Page.

If you do not have an ATM Card or Credit Card with you, you should re-issue your User ID and PIN by submitting the Personal eBanking Services - Alteration Request Form to any of our branches.

For WMC Southbound customer's, you may use your personal information to reset your User ID and/or PIN via Mobile Banking by clicking "Forgot Your User ID/PIN" on Login Page.

Yes, customer can use the mobile banking app via “Settings & Useful Info - Email address” to update his/her email address record.

* This function can support the customer which do not exist any email address record in our ebanking platform. And updated email address will impact to the One-Time Password of email address and email notification of all ebanking related services.

Customer is required to have mobile number registered in ebanking and to be updated email address for receiving OTP authentication.

No, the email address update record will be effective after 12 hours. Customer will receive the notification after request submission and the new email address effective.

Our Mobile Banking is available to all telecommunication service providers. However, you are advised to study the local and roaming data charges imposed by the service providers.

You can enquire your registered accounts balance and transaction history by clicking the "Account Enquiry" button.

You can enquire last 90 days' transactions history for Deposit and Credit Card accounts and last 60 days' transaction history for Securities and Unit Trust transactions.

Yes, you can enquire today's transactions through "My Portfolio".

A confirmation message is displayed on the screen, when your instruction is accepted by the Bank.

The Maximum Daily Transaction Limit of Mobile Banking Services are shared with Internet Banking Services. (Please refer to Maxiumum Daily Transaction Limit Table)

You can reduce your daily limit via Internet Banking by selecting "Daily Limit Maintenance" under "Other Services" section. However, if you would like to increase or reset your limit via Internet Banking, you need to use the Security Device or please download and complete the Personal eBanking Services - Alteration Request Form and submit to any of our branches.

All successful transactions will be given a transaction reference number for your record. If a transaction reference number is not given, please re-login to Mobile Banking Service and check the transaction history and account through the "My Portfolio". Should you have any doubts or questions, please call our Customer Service Hotline at 3199 9188.

Only alphanumeric characters are allowed.

Customers need to pre-register the third party accounts at branch. Afterward, you can transfer to the registered third-party account (including OCBC Bank accounts and other local bank accounts) through Transfer & Pay via Mobile Banking (applicable to personal customers only) to make a Fund transfer out or collect fund.

Customers can select the template to collect fund from pre-register third party accounts in “QR Code Collect" service via Mobile Banking (applicable to personal customers only). The payment receiving time is subject to the receipt mode and settlement time of the payee bank.

Customer can select the relevant template ( there is no asterisk below the beneficiary icon) for pre-register third party accounts to transfer funds via Transfer & Pay on Mobile Banking (applicable to personal customers only).

For transferring fund to other bank's account, if the NACT instruction is submitted before the cutoff time (Please refer to the Service Hour Table) every business day (excluding Saturday), fund will be credited to the payee's account at the same business day (subject to the payee's bank arrangement). If the payee's account is maintained at OCBC Bank, the payment will be effected immediately.

Collection of fund from other bank's account will generally take 3 business days excluding Saturday, subject to the collection of fund by OCBC Bank.

Yes, you can make card payment to your registered OCBC Bank Credit Card Account.

All securities and warrants listed on the Hong Kong Exchange and Clearing Limited can be traded in "Securities" services.

Prior to placing a buy order, there must be sufficient funds in your settlement account to cover the trading amount including commission and other charges. The amount will be withheld upon broker's acknowledgment of your buy order. An extra amount of CNY 2.00 will be held for each CNY denominated stock buy order for the purpose of settling the shortfall of various trading related fees (including stamp duty, transaction levy, Financial Reporting Council transaction levy, investor compensation levy (currently exempted), trading fee, trading tariff, etc.) payable by you in Hong Kong dollars after converting such by using the relevant exchange rate determined by the Hong Kong Monetary Authority, subject to the Bank's absolute discretion. Likewise prior to placing a sell order, there must be sufficient available quantity for sale in your securities account. The securities sold will be withheld upon acknowledgment of your sell order.

You can check the available balance of your settlement account through clicking "Trade Bal" button during you place an order. Alternatively, you can check the balance via "Account Enquiry" instead.

You can check the net quantity for trade of the securities by clicking "Stock Bal" button. Alternatively, you can check the balance via Account Services instead.

You can check the stock price through clicking "Stock Quote" button during you place an order.

Yes. Once your purchase order has been executed, you can sell the shares thereafter.

Yes. Once your sell order has been executed, the funds can be used immediately to buy shares.

The securities trading order will stay valid until the end of the trading day unless a cancellation is received.

Through "Order Status" service, you can inquire the latest order status of your all securities trading order placed on current trading day, last trading day (T-1) and last 2 trading days (T-2).

Settlement arising from mobile securities trading will be debited / credited to your settlement account on settlement date (T+2). Your securities will be safe kept under the nominee account of OCBC Bank. This is to ensure that all the dividend and bonus shares are credited to your custody account.

You are entitled with 300 times free real-time stock quote per month in Mobile Banking separately.

All successful transactions will be given a transaction reference number for your record. If a transaction reference number is not given, please re-login to Mobile Banking Services and check the transaction history, account balances and today transaction activities through the "Account Enquiry" and "Today Transactions" under "Account Services". Should you have any doubts or questions, please call our eBanking hotline at 3199 9188.

The buy / sell rate cannot be placed higher or lower than 5% of the prevailing rate. Further, the exchange rate and gold price stored must be in multiple of 0.001 and 5 respectively, except GBP which is in 0.005 and JPY which is in 0.0001. Besides, the orders will be executed from Monday to Friday during the service hours when the Bank's rate quotation for such currency or gold is available at the time.

Yes. (Please refer to the Minimum Transaction Amount Table)

- Time Deposit Confirmation Details Enquiry
- Setup New Time Deposit
- Time Deposit Renewal
- Time Deposit Withdrawal
- Change of Maturity Instruction

Yes. You can place Time Deposit Maturity Instruction one calendar day before maturity. Otherwise, the principal and accrued interest would be automatically renewed for the same tenor.

Yes. (Please refer to Minimum Deposit Amount Table)

With ePayment (Bill payment) Service, customer can make payment to more than 600 major merchants.

Yes. You can use HKD deposit account or OCBC Bank Credit Card account to pay bill. A handling fee will be charged for payment by credit card to designated merchants.

This service allows making payment via Bill Template only.

Under normal circumstances, the payment will be preceded on the same business day, if the instruction is submitted before the cut-off time. In case the instruction is submitted after cut-off time or during public holiday, it will be proceeded on the next business day excluding Saturday.

There is no time restriction to enquire your issued cheque.

Yes, a handling charge for stop cheque payment will be levied. For details, please refer to the current account section of OCBC Bank Service Fees.

Our Mobile Banking Service provides the following security measures to ensure your banking information and account details are secure.

1. Select your User ID and PIN once you login to Personal eBanking Services for the first time, you are required to reset a unique User ID and PIN. You must enter correct User ID and PIN, every time you enter to Mobile Banking Services.
2. Mobile Banking Service will be automatically terminated if there is no activity for 10 minutes in order to protect against unauthorized access.
3. Secure Socket Layer (SSL) with 128-bit encryption is employed to ensure confidentiality. All data and information transmitted between you and our Mobile Banking Service are encrypted by using 128-bit encryption.
4. You should check if the domain name (m.ocbcwhhk.com) is correct.

You should click the "Logout" button to exit Mobile Banking Services. This will ensure that your account has been properly logged off. If you exit the service by simply close the browser, your Mobile Banking Service will still be available until exceeding valid time.

You may change your User ID or PIN online by selecting "Change of User ID" or "Change of PIN" under the "Other Services" section.

You should submit a Personal eBanking Services - Alteration Request Form to any of our branches. Normally, it will take approximate two business days for processing.

Our Mobile Banking Services require using Javascript and Cookies.

For Android handsets, please open the browser, go to "Menu > More > Settings" and select "Accept Cookies".

For iPhone, please go to "Settings > Safari > Accept Cookies", and select "From Visited". You may go to "Settings > Safari > JavaScript", and select "On".

Personal eBanking Services are not available for approximately half an hour from 8:00pm on each business day for data update.

Please change the input method to "Swype" or "Samsung Keyboard".

You must register your phone number before activating biometric logon service.

iOS users: You can logon to OCBC banking app using Touch ID/Face ID
Android users: You can logon to OCBC banking app using Fingerprint

Logon to the OCBC banking app and select 'Biometric Authentication' under 'Settings - Security' and follow the instruction to activate biometric authentication.

You can always logon to the OCBC banking app using your user ID and password at any time.

You are required to reactivate the biometric authentication service again if you updated your biometric credential on your mobile device.

You can either disable the biometric logon service in 'Settings' > 'Security' > 'Biometric Authentication'.

Always contact us at Customer Service Hotline (852) 3199 9188 immediately if you lost or stolen your mobile device which is activated biometric logon service.

Your biometric credential data will not be stored in the OCBC banking app or kept in OCBC.

Any biometric credential stored on your mobile device which can be used to logon to OCBC banking app. For security reasons, we recommend you to be the only keep your own biometric data on your device.

You can logon OCBC banking app and activate the biometric logon service in 'Settings' > 'Security' > 'Biometric Authentication'.

Biometric Logon can be only supported the below operating system:
IOS 9 or above version of the iPhone and AOS 9 or above version of the Android device.

You can carry out low risk transaction after using biometric logon service, e.g. account balance, registered transfer, view e-statement. For other high-risk service, e.g. non-register fund transfer, it required to verify by the additional authentication.

You can register biometric logon service to one mobile device at any time. Only latest registered mobile device can be used for logon purpose.

You can logon immediately using biometric authentication after successful registration.

There are no charges for biometric logon service.

You cannot logon to OCBC banking app if your device that has been jailbroken or rooted.

You can enquire the details of submitted forward date instruction by accessing the "Forward Date Instruction".

You can enquire the result of submitted forward date instruction by accessing the "Message Box" and "Forward Date Instruction".

You can enquire your registered accounts balance and transaction history by clicking the "My Portfolio" for both Personal Internet Banking (Under "Account Services") and Mobile Banking.

For both Personal Internet Banking and Mobile Banking, you can enquire the last 90 days of transactions history for every Deposit (including Current, Passbook Savings, Statement Savings, Overnight Plus, etc.) and Credit Card accounts; so as last 60 days of transaction history for Securities, Unit Trust and Other Investment (e.g. CLD & Structured Deposit) transactions.

Yes, for Personal Internet Banking, you can enquire the transaction by selecting "By date range" or "By recent days" in "My Portfolio" ; for Mobile Banking, you can also enquire the transaction through 'My Portfolio'.

To encourage green living and paper saving, OCBC Bank introduces eStatement & eAdvice Service, enabling customers to view, print and download account statements and advices via Internet Banking. Enjoy this secure and convenient service and protect the environment.

Our eStatement & eAdvice Service covers a wide of account types, including but not limited to:

Our eStatement & eAdvice Service is free of charge.

This service is only applicable for customers of Personal eBanking and the relevant account(s) should be added to the Personal eBanking service.

Simply logon to Internet Banking to view, print and download up to the past 7 years' eStatement and the recent 3 months' eAdvice anytime anywhere.

You can view, print and download up to the past 7 years' eStatement and the recent 3 months' eAdvice via our Internet Banking.

Personal customers can register to "Discontinue Paper Statement & Advice" via Internet Banking or Mobile Banking. Besides, customers can submit a Discontinuation / Resumption of Statements and Advices Mailing Service Form to any of our branches to discontinue/resume paper statement & advice.

Corporate customers can submit a Discontinuation / Resumption of Statements and Advices Mailing Service Form to any of our branches to discontinue/resume paper statement & advice.

Instruction submitted will become effective within 3 business days.

Discontinuation of mailing service is on account basis. Once the instruction is effective, all statements and advices associated with the account number will no longer be mailed. Besides, please register email address via Internet Banking (Security Device is required) to receive reminder email, notifying you that the latest statement is ready on Internet Banking and Mobile Banking.

Free email notification is only applicable to customers who have registered to "Discontinue Paper Statement & Advice".

eStatement & eAdvice are encrypted to protect customers' privacy.

Customers are required to install Acrobat Reader and Chinese Traditional Font Pack on personal computers to view, print and download the eStatement & eAdvice in PDF format.

Verify carefully the transferee's account number and transfer amount (and the account name if available) before confirming a fund transfer instruction. In case of any transfer to a wrong account by mistake, contact the transferor's bank for assistance as soon as possible. However, the transferee's bank may only return the fund back to the transferor's bank upon getting the transferee's consent. If the transferee is not cooperative or refuses to return the fund, the transferor should consider reporting the case to the police. Besides, anyone who discovers a deposit to his bank account from an unknown source and does not return the fund, he may be criminally liable.

You can click here for more details.

A confirmation message is displayed on the screen, when your instruction is accepted by the Bank.

The Maximum Daily Transaction Limit are as follows:

Services		Maximum Daily Transaction Limit (HKD Equivalent)
Internal Fund Transfer		10,000,000#
Transfer to Pre-registered Account	NACT & Registered Account Transfer	500,000
	Telegraphic Transfer HK-Macau Instant Remittance	2,000,000
	CHATS	2,000,000
Transfer to Non-registered Account	Transfer to Other Local Bank Accounts	10,000
	Transfer to Other OCBC Bank Accounts Telegraphic Transfer CHATS HK-Macau Instant Remittance	100,000 ^
ePayment (shared with EBPP payment and donation)	ePayment Total Limit	100,000*
	Sub-limit for payment to "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organization" and "Public Utility"	100,000*
	Sub-limit for payment to other merchants	50,000*
FPS Small Value Transfer	FPS Small value Transfer Scan & Pay	10,000

You can reduce your daily limit online by selecting"Daily Limit Maintenance" under "Other Services" section. However, if you would like to increase or reset your limit via Internet Banking, you need to use the Security Device or please download and complete the Personal eBanking Services - Alteration Request Form and submit to any of our branches.

Only alphanumeric characters are allowed.

All successful transactions will be given a transaction reference number for your record. If a transaction reference number is not given, please re-login to Internet Banking Services and check the transaction history, account balances and today transaction activities through the "Account Enquiry" and "Today Activities" under "Account Services". Should you have any doubts or questions, please call our Customer Service Hotline at 3199 9188.

You can set your forward date instruction up to 45 calendar days.

It is not necessary to have sufficient fund in your account at the time you make a forward date instruction. However, you should make sure that you have the required amount in the debit account one day prior to the execution date.

Yes, you can cancel the forward date instruction at least one calendar day prior to the execution date.

NACT enables customers to transfer fund to or collect fund from pre-registered third party accounts (including OCBC Bank accounts and other local bank accounts) via Internet Banking or Mobile Banking (applicable to personal customers only).

This service is processing in real time via Faster Payment System (FPS), the payment is usually available almost instantly if the payee bank is the participant of FPS. The payment receiving time is subject to the receipt mode and settlement time of the payee bank.

Yes, you can make card payment to your registered OCBC Bank Credit Card Account.

"Third Party Account Transfer" allows you to transfer fund from your accounts to other non-registered OCBC Bank accounts. The transfer can be made either same currency or exchange.

Only Current, Passbook Savings and Statement Savings accounts were accepted.

The fund will be credited to the Beneficiary's account once the transaction is executed.

Yes, you can choose to apply the service when you apply Personal eBanking Services or submit a Personal eBanking Alteration Request Form to any of our branches to enable the service.

Yes, there is a maximum daily transaction limit pre-set by the Bank (Please refer to the Maximum Daily Transaction Limit Table). And the said limit is shared by transferring fund to other OCBC Bank accounts and other bank accounts, Non-registered CHATS, Non-registered Telegraphic Transfer and Non-registered HK-Macau Instant Remittance.

Yes, you can reduce the daily limit by accessing Daily Limit Maintenance from the section of Other Services. However, it is necessary to use the Security Device if you would like to restore the reduced daily limit via Internet Banking or submit a Personal eBanking Alteration Request Form to any of our branches.

"eDeposit" Service provides you with real-time fund transfer from other local banks' HKD accounts to OCBC Bank HKD savings, current, statement or credit card account through our Internet Banking Services.

There is no need to apply for "eDeposit" service. All you need is just a PPS account number, PPS Internet Password and a mobile phone registered to receive "One-Time-Password" (OTP) , then login our Internet Banking Services and choose "eDeposit".

You can open PPS account and set up the PPS Internet Password with your ATM card or credit card with ATM function at any PPS registration terminal. For details, please visit: www.ppshk.com.

"eDeposit" service is a 24-hour service.

There is no cut-off time for "eDeposit" service. But if the "eDeposit" transaction is processed after 20:00 Monday to Saturday or in public holidays, it will be valued on the next business day.

"eDeposit" service is free of charge.

The minimum transaction limit is HKD500 and the maximum transaction limit depends on your PPS account limit.

Only HKD savings, statement, current and credit card accounts would be accepted.

After each transaction, you can enquire your transaction through our Internet Banking Services and you may print out the confirmation page for future reference.

The buy / sell rate cannot be placed higher or lower than 5% of the prevailing rate. Further, the exchange rate and gold price stored must be in multiple of 0.001 and 5 respectively, except GBP which is in 0.005 and JPY which is in 0.0001. Besides, the orders will be executed from Monday to Friday during the service hours when the Bank's rate quotation for such currency or gold is available at the time.

Yes, the transaction amount of buy/sell order are restricted as follows:

Time Deposit Confirmation Details Enquiry
New Time Deposit Placement
Time Deposit Renewal (Only applicable on Time Deposit maturity date)
Time Deposit Withdrawal (Only applicable on Time Deposit maturity date)
Change of Maturity Instruction

Yes. You can place Time Deposit Maturity Instruction one calendar day before maturity. Otherwise, the principal and accrued interest would be automatically renewed for the same tenor.

Yes, the minimum deposit amount of Time Deposit is listed as follows:

You can enquire your details of placed Time Deposit by clicking the "My Portfolio" for both Personal Internet Banking (Under "Account Services") and Mobile Banking. You can also trigger the instructions of Renew, Withdraw or Change Maturity Instruction here.

With ePayment Service, customer can make payment to more than 600 major merchants.

Payment to non-registered bills (except "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organisation" and "Public Utility" category) requires confirming the transaction by two-factor authentication. Upon confirmation by two-factor authentication, a Bill Template will be created automatically.

Payment via Bill Template does not require two-factor authentication. The Bank will send a SMS notification to your pre-registered mobile phone number (if any) upon successful payment (except "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organisation" and "Public Utility" category).

You are advised to conduct regular review and delete unnecessary Bill Template via Internet Banking or Mobile Banking. A Bill Template will be deleted automatically if no payment was conducted for more than 12 months, or the merchant has ceased to be an ePayment merchant or terminated that bill type.

Yes. You can use HKD deposit account or OCBC Bank Credit Card account to pay bill. A handling fee will be charged for payment by credit card to designated merchants.

Under normal circumstances, the payment will be preceded on the same business day, if the instruction is submitted before the cut-off time. (Please refer to the Service Hour Table) In case the instruction is submitted after cut-off time or during public holiday, it will be proceeded on the next business day excluding Saturday.

With this service, customers can view eBill summary issued by merchants and make payment or donation via Internet Banking. Please note that payment or donation service require applying ePayment Service in advance.

You can save transportation time and manpower for submitting the paper application to us in person. Besides, through the Registered Telegraphic Transfer (TT), CHATS and HK-Macau Instant Remittance, you can place remittance instruction more efficiently.
Besides, you can submit your online pre-registered remittance applicable without filling in all the information again.

You can make Telegraphic Transfer, CHATS including HKD, USD & EUR and HK-Macau Instant Remittance via Internet Banking Services.

For Registered Remittance, you are required to pre-registered Remittance, then you can submit your online remittance application without filling in all the information again. Moreover, the daily transaction limit for Registered Remittance is higher than Non-registered Remittance. (Please refer to the Maximum Daily Transaction Limit Table).

Under normal circumstances, the TT / CHATS instruction will be executed on same business day, if the instruction is submitted before the cut-off time (Please refer to the Service Hour Table). In case the instruction is submitted after cut-off time or during public holiday, instruction will be executed on the next business day excluding Saturday.

For the TT / CHATS instruction submitted before the cut-off time (Please refer to the Service Hour Table) , it will be executed on the same business day subject to good fund received. The beneficiary will receive the fund depending on the paying bank's and payee bank's processing time.

A message with transaction reference number will be posted at "Message Box" upon submission of the TT / CHATS instruction for notification. You may log in Internet Banking to view the remittance services advice in "eStatement & eAdvice" service. If you have applied to resume the mailing of remittance services advice, an official receipt will be mailed directly to your correspondence address.

e-Cheque is an electronic counterpart of paper cheque where the cheque writing and deposit processes are totally online. It is in PDF format and conforms to the standard accepted by Hong Kong Interbank Clearing Limited (HKICL). It has similar layout of a paper cheque and it is not negotiable nor transferable.

HKD, USD and RMB.

e-Cheque Deposit Services is free of charge. However, service fees might be levied in other e-Cheque Services. The same fees are applicable to e-Cheque and Paper Cheque. For details, please refer to the current account section of OCBC Bank Service Fees.

Yes.

The e-Cheque will be valid for 6 months from the Cheque Date.

You can deposit e-Cheque to OCBC Bank accounts (including bank accounts and credit cards) through the e-Cheque Drop Box service provided by Hong Kong Interbank Clearing Limited (http://www.echeque.hkicl.com.hk).

Customers are required to install Acrobat Reader and Traditional Chinese Font Pack on personal computers to view PDF file of e-Cheque.

There is no time restriction to enquire your issued cheque.

Yes, a handling charge for stop cheque payment will be levied. For details, please refer to the current account section of OCBC Bank Service Fees.

You can request up to 5 cheque books per application.

A bearer type cheque book will be given for HKD current account. An order type cheque book will be provided for USD current account.

You may change your User ID or PIN online by selecting "Change of User ID" or "Change of PIN" under the "Other Services" section.

For the first time login, you are required to change your User ID and PIN.

For Customer's with ATM Card or Credit Card, you may reset your User ID and/or PIN via Mobile Banking by clicking "Forgot Your User ID/PIN" on Login Page.

If you do not have an ATM Card or Credit Card with you, You should re-issue your User ID and PIN by submitting the Personal eBanking Services - Alteration Request Form to any of our branches.

For WMC Southbound customer's, you may use your personal information to reset your User ID and/or PIN via Mobile Banking by clicking "Forgot Your User ID/PIN" on Login Page.

Your service will be suspended if you enter incorrect PIN for 5 times consecutively. You are required to submit the OCBC Bank eBanking Services - Alteration Request Form to reissue your PIN.

Your account service will be suspended if you have not logged on Internet / Mobile Banking for 12 months, please contact our Customer Service Hotline at 3199 9188 to re-activate. If your account is suspended due to other reasons, you should re-issue your User ID and PIN by submitting the OCBC Bank eBanking Services - Alteration Request Form to any of our branches.
You may collect eBanking Identification Number (User ID of Internet Banking and/or Telematic Code of Telematic Banking) and assign the corresponding PIN(s) at branch.

To comply with the latest regulatory requirement of The Hong Kong Monetary Authority to strengthen the security controls for ATM services, with effect from 1 March 2013, the overseas ATM* cash withdrawal (including cash advances) service of all ATM cards and credit cards will be pre-set as "deactivated".

Customers are required to activate Overseas ATM Cash Withdrawal Service for their ATM cards and credit cards before using overseas ATM to withdraw cash (including cash advances).

* No activation is required for cash withdrawal via JETCO ATMs in Macau and China.

Customers can activate, edit or deactivate the Overseas ATM Cash Withdrawal Service according to their needs by selecting "Overseas ATM Cash Withdrawal Setting" under the "Other Services" section. To activate or edit the service, customers are required to set the activation period and daily withdrawal limit.

Yes, you can choose to temporarily suspend your Personal eBanking Services by submitting the OCBC Bank eBanking Services - Alteration Request Form to any of our branches. You may also resume your services thereafter by submitting the OCBC Bank eBanking Services - Alteration Request Form. A new set of User ID / Telematic code and PIN will be reissued.

Personal eBanking Services is a free of charge service. However, please note that service fees are applicable to designated services such as remittance services and stop cheque payment etc. For details, please refer to OCBC Bank Service Fees.

It helps you monitor the certain activities on OCBC Bank (Hong Kong) Mobile App and Personal Internet Banking in the last 60 days with date & time, location and device information. In case you find any activity not conducted by yourself or with date & time, location or device that you are not familiar with, please contact our Customer Services Hotline (852) 3199-9188 as soon as possible.

Currently, the record of below activities might not be able to show on the “Activity Log”:

• FPS Account Binding
• Bill Payment
• Stock Trading
• Foreign Currency Exchange
• Currency-linked Deposit
• Risk Profiling Questionnaire
• Dormant Account Activation
• Telegraphic Transfer with Registered Beneficiary
• View eStatement

Instead, you may refer to the transaction history of your account for record of such activities for up to last 90 days. If you wish to have more information, you may cross reference with the relevant “Logon” activity record with date & time, location and device information on “Activity Log”.

"Investment" services provide you with various online investment services, including:

Portfolio enquiry of your Securities Account and Investment Account
Securities trading includes buy / sell order placement, order status enquiry, order reduction and order cancellation
Real time and delayed stock price enquiry
Securities transaction history enquiry up to last 60 days
Settlement Account Registration
Unit Trust Subscription, Switching and Redemption
Unit Trust Monthly Investment Plan
Currency-linked Deposit^@ FPS Small Value Transfer
OFPS Account Binding
eDDA Service

All securities and warrants listed on the Hong Kong Exchange and Clearing Limited can be traded in "Securities" services.

Prior to placing a buy order, there must be sufficient funds in your settlement account to cover the trading amount including commission and other charges. The amount will be withheld upon broker's acknowledgment of your buy order. An extra amount of CNY 2.00 will be held for each CNY denominated stock buy order for the purpose of settling the shortfall of various trading related fees (including stamp duty, transaction levy, Financial Reporting Council transaction levy, investor compensation levy (currently exempted), trading fee, trading tariff, etc.) payable by you in Hong Kong dollars after converting such by using the relevant exchange rate determined by the Hong Kong Monetary Authority, subject to the Bank's absolute discretion.

Likewise prior to placing a sell order, there must be sufficient available quantity for sale in your securities account. The securities sold will be withheld upon acknowledgment of your sell order.

You can check the available balance of your settlement account through clicking "Settlement A/C Balance" button during you place an order. Alternatively, you can check the balance via "Account Services".

You can check the net quantity for trade of the securities by clicking "Stock Balance" button. Alternatively, you can check the balance via "Account Services".

You can check the stock price through clicking "Stock Price Enquiry" button when you place an order. Besides, you can inquire more details of stock price by using "Stock Price Enquiry" service.

Yes. Once your purchase order has been executed, you can sell the shares thereafter.

Yes. Once your sell order has been executed, the funds can be used immediately to buy shares.

You will receive an unique order number for each individual order you placed. However, it only represents that the order is acknowledged by the Bank. You are recommended to check the latest status of the order through "Order Status" services.

The securities trading order will stay valid until the end of the trading day unless a cancellation is received.

Through "Order Status" service, you can inquire the latest order status of your all securities trading order placed on current trading day, last trading day (T-1) and last 2 trading days (T-2). Further, you can inquire the completed securities trading order up to last 60 days by using "Transaction History" service.

Settlement arising from online securities trading will be debited from / credited to your settlement account on settlement date (T+2). Your securities will be safe kept under the nominee account of OCBC Bank. This is to ensure that all the dividend and bonus shares are credited to your custody account.

The Bank do not accept securities order through email. Indeed, email is not a secure communication method.

Enhanced Limit Order is an order type that allows matching in up to 10 price queues, where the price of the trade generated is at or better than the limit price. The unfilled orders after matching will be converted to limit orders at the input limit price.

You are entitled to 300 times free real-time stock quote per month. For OCBC Bank Premier Banking Customers, you will be offered 2,000 times free real-time stock quote per month. You can also apply "Additional Stock Quote" Service for additional usage on top of the free quotes offered.

Two-Factor Authentication is an authentication scheme that increases online security by using a combination of two different factors for verifying a user's identity. Customers are required to input Security Code generated by their own Security Device in order to complete the transaction.

Below transactions are classified as online high-risk transactions:

• Non-registered Third Party Account Transfer (include OCBC Bank and Other Bank Account Transfer, Telegraphic Transfer, CHATS and HK-Macau Instant Remittance)
• Payment to non-registered bills (except "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organisation" and "Public Utility" category)
• Overseas ATM Cash Withdrawal Setting
• e-Cheque Issuance
• Reset or Increase Transaction Limits

The Security Key No. is an SMS-based one-time password (OTP) generated by the Bank and sent to your mobile phone for additional identity authentication. Each Security Key No. is used only once and expires in 100 seconds. Activation of Security Device requires Security Key No.

It's free to receive the Security Key No. through local networks, but it may be charged if you are overseas. You should contact your mobile service provider for details.

Yes, you have to register your mobile phone number for receiving the Security Key No.

If the Security Key No. is expired or you cannot receive it 100 seconds after inputting the instruction, you can re-input the instruction.

You should inform the Bank your new mobile phone number immediately.

You should inform your mobile service provider and the Bank at once.

Dual Password is a security measure that is previously required for effecting online high risk transactions, apart from the one-time Security Key Number sent to customer's pre-registered mobile phone(SMS-based one-time password).

"SMS-based one-time password (OTP) and Dual Password" has been suspended for conducting online high risk transactions from 14th September, 2017. Customers please apply "Security Device" as a two-factor authentication tool. (Details)

A Security Device is a portable electronic device used to generate one-time Security Code. Security Code are required to authenticate designated e-Banking transactions. Each Personal e-Banking account is linked to one Security Device only.

OCBC Bank Personal Security Device

A Security Code is the random 6-digit one-time password generated by the Security Device. It is used to verify a user's online identity and is only valid within a short time interval.

A Serial Number is the unique number printed on the back of the Security Device. The number consists of 10 digits and is in form of XX-XXXXXXX-X (e.g. 01-2345678-9).

The Serial Number is required to activate Security Device in order to link a unique Security Device to your Personal e-Banking account. Thus, it is the only Security Device to access your Personal e-Banking services.

To enhance online security, you are advised to apply for a Security Device as it is a reliable tool to verify your identity and authenticate designated e-Banking transactions. With a Security Device, you can enjoy full access to our e-Banking services.

Below are the designated e-Banking transactions required the Security Device:

- Non-registered Third Party Account Fund Transfer
- Non-registered Other Bank Account Transfer
- Non-registered CHATS
- Non-registered TT
- Non-registered HK-Macau Instant Remittance
- Register Transfer Account
- ePayment (EPSCO bill payment to non-registered bills)
- EBPP bill payment and donation Financial
- Overseas ATM cash withdrawal setting
- View and Set Transaction Limits

You can apply for a Security Device through Personal e-Banking. Please follow the below steps to request for a Security Device:

(1) Login to Personal e-Banking
(2) Go to "Other Services" -> "Request Security Device"
(3) For first-time application, choose "New Request" and click "Submit"; For applying replacement, choose "Replacement" and reason, then click "Submit".
(4) Confirm your application.
(5) You will see the message "Your Instruction was executed" and it means you have successfully requested for a Security Device. The Security Device will be sent to your registered address subsequently.
*For joint account customers, please visit any one of our branches to apply for the Security Device.

The Security Device is free of charge for all first-time applications. However, replacement due to lost or damage will be subject to a $100 fee.

You should activate the device as soon as possible.

Please follow the below steps to activate your Security Device:

(1)Login to Personal e-Banking
(2)Go to "Other Services" -> "Activate Security Device"
(3)Input Serial Number and Security Code, then Click "Submit"
(4)A Security Key No. will be sent to your registered mobile phone number. Enter the Security Key No. and click "Confirm"
(5)You will see the message "Your Instruction was executed" and it means your Security Device is activated. You can use the device to perform transactions immediately.

Note: After successful activation, you can change the daily transaction limit through "Daily Limit Maintenance" on Internet Banking. (For Joint-account customers, please visit any of our branches to change the daily transaction limit)

Please follow the on-screen instructions on the e-Banking pages to input the correct information into your Security Device and generate the required Security Code.

Examples of such instructions are shown below:

You can press button to delete your last entry. Press and hold button to clear all your inputs.

Your entered Security Code may not be accepted due to one of the following reasons:

1.You may have entered an invalid Security Code (including the entered Security Code not equal to the one displayed on your Security Device or entered incorrect transaction specific information into your Security Device).
2.Each Security Code is only valid for a short time interval. The time permitted for entry of the Security Code has expired.

Please follow the on-screen instructions and repeat the process to generate a valid Security Code. If the Security Code is still not accepted, please contact our Customer Service Hotline at 3199 9188.

If you have incorrectly entered the Security Code for several times consecutively, your Security Device will be suspended and you are not able to perform any designated e-Banking transactions. Please contact our Customer Service Hotline at 3199 9188 for reactivation.

Please contact our Customer Service Hotline at 3199 9188 immediately to suspend your Security Device and request for replacement via Internet Banking (Go to "Other Services" -> "Request Security Device").

The battery in your device cannot be replaced. Please request for replacement via Internet Banking (Go to "Other Services" -> "Request Security Device").

There are no particular usages associated with these buttons at this moment.

Hardware requirements:
A Personal Computer (PC) with
Intel Pentium 4 CPU or higher
512 MB or more main memory (RAM)
56kbps modem or broadband connection to Internet but broadband is recommended
SVGA Monitor

Display:
800 x 600 pixels, 256 colour

Software Requirements:
Windows or Mac OS X operating system
Internet Explorer 11, Mozilla Firefox 3.8, Safari 8, Chrome 58 or higher, it must support TLS 1.2 encryption or above with Java Script, Cookies enabled

Our Internet Banking Services provide the following security measures to ensure your banking information and account details are secure.

1. Select your User ID and PIN once you login to Internet Banking Services for the first time, you are required to select a unique User ID and PIN. You must enter correct User ID and PIN, every time you enter to Internet Banking Services.
2. Internet Banking Services will be automatically terminated if there is no activity for 10 minutes in order to protect against unauthorized access.
3. Secure Socket Layer (SSL) with 128-bit encryption is employed to ensure confidentiality. All data and information transmitted between you and our Internet Banking Service are encrypted by using 128-bit encryption.
4. Customers are required to input Security Code generated by their own Security Device in order to complete designated online high-risk transactions, such as Non-registered Third Party Account Transfer (include OCBC Bank and Other Bank Account Transfer, Telegraphic Transfer, CHATS and HK-Macau Instant Remittance), Payment to non-registered bills (except "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organisation" and "Public Utility" category) and Overseas ATM Cash Withdrawal Setting and e-Cheque Issuance).
5. Automatically reduce transaction limit
   Transaction limit for "Non-registered Third Party Account Transfer" (including OCBC Bank and Other Bank Account Transfer, Telegraphic Transfer, CHATS ,HK-Macau Instant Remittance and e-Cheque Issuance) will be reset to Zero automatically if no such fund transfer was conducted for more than 12 months. To reset the limit, you may go to "Daily Limit Maintenance" in "Other Services" on Internet Banking (Security Device is required) or please submit a Personal eBanking Service - Alteration Request Form to any of our branches.
6. Your account service will be suspended if you have not logged on Internet / Mobile Banking for 12 months. To re-active the account, please contact our Customer Service Hotline at 3199 9188.

Despite the enormous efforts taken by us, you are playing an important role in ensuring the system security. The following security tips are highly recommended:

1. Install anti-virus and/ or anti-spyware software in your personal computer and update the software regularly to ensure you have the latest protection.
2. Install a personal firewall on your personal computer to help your prevent unauthorized access and update the firewall regularly to ensure you are covered with the latest protection. For details, please contact your software vendor.
3. Install security updates and patches to your personal computer or browser when they are made available. They are designed to provide you with protection from known possible security problems.
4. Do not conduct Internet Banking Services transaction using the personal computers that are available for public access (e.g. Cyber Cafe).
5. Do not open Email attachment from unknown, suspicious or unreliable sources.
6. Do not install unlicensed software, which may contain bugs and viruses.
7. To prevent installation of spyware, do not download any software with unknown sources, e.g. free-ware, music, or screen savers, etc.
8. Do not leave your relevant devices (e.g. personal computers or mobile phone) unattended in the middle of a session.
9. Do not browse other website by opening a new session, while you are using Internet Banking Services.
10. Verify the security certificate of our website by clicking the 'Lock' icon at the browser's address bar.
11. Limit the access to your personal computer only to reliable persons.
12. Regularly check your account balances and statements. If any suspicious account activities were found, please contact us via our Customer Service Hotline at 3199 9188.
13. Always logout after you have completed your Internet Banking Services transaction.

For User ID and PIN

14. Select a new User ID and change the initial PIN immediately while login to Internet Banking Services for the first time.
15. Keep your User ID and PIN well to prevent them from being stolen.
16. To protect your interest, we suggest you destroying the PIN documents after memorizing the PIN.
17. Do not keep any written record of the User ID and PIN near the computer.
18. Do not disclose your User ID and PIN to anyone else including our staff.
19. Do not write down or record your PIN without disguising it.
20. Do not allow others to use your User ID and PIN.
21. Do not use easy accessible number or data such as your birthday, ID or personal telephone number as your User ID or PIN.
22. Do not use the same set of User ID or PIN from other Internet site.
23. Disable "Auto Complete" function within your browser to avoid your User ID and PIN being stored in the computer. Please refer to your browser's "Help" on how to disable "Auto Complete" function.
24. Change your PIN and check the security advice through our website (http://www.ocbc.com.hk) from time to time.
25. Change your User ID or PIN periodically. For example every 30 or 60 days.
26. Always contact us immediately if you lose your User ID or PIN, or suspect your Internet Banking account is stolen.

Yes, to ensure the Bank can contact you in an efficient manner, please inform us your latest contact phone number and/or correspondence address by submitting a Change of Address Form to any of our branch.

You should click the "Logout" button at the right-hand corner to exit Internet Banking Services. This will ensure that your account has been properly logged off. If you exit the service by simply clicking the button at top right hand corner of the browser, your Internet Banking Services will still be available until exceeding valid time.

You may verify the security certificate of our website by clicking the 'Lock' icon at the browser's address bar, which a server certificate issued by VeriSign will appear and the details validity of the certificate will be shown.

Steps to enable TLS for Microsoft Internet Explorer:

i. Select [Tools] from the Menu bar
ii. Select [Internet Options]
iii. Select [Advanced] Tab
iv. Go to [Security] Section and click [Use TLS 1.2] checkbox
v. Click [OK] to exit the dialog box

Steps to enable TLS for Mozilla Firefox:

i. Select [Tools] from the Menu bar
ii. Select [Options]
iii. Select [Advanced]
iv. Go to [Encryption] Tab and click [Use TLS 1.2] checkbox
v. Click [OK] to exit the dialog box

FPS (Faster Payment System) is a real-time payment platform which provided by Hong Kong Interbank Clearing Limited which is full connectivity between banks. It allows customer a 24X7 fund transfer services by using their mobile number, email address and FPS identifier.

You can click here for more details.

Currently, charge is waived for FPS Account Binding.

Any Personal e-Banking customer with a HKD/RMB deposit account is eligible for FPS Account Binding. A valid mobile number or email address in our bank record is also required during registration for mobile number and email address.

You can select to set HKD and/or RMB deposit account as a receiving account at any time via FPS Account Binding in the OCBC Bank Personal e-Banking.

In general, the FPS Account Binding will be effective in few seconds, you can access 'FPS Account Binding' in Personal e-Banking to check the registration status.

Each proxy ID (mobile number or email address) can bind with one HKD and one CNY receiving account respectively.

FPS Account Binding is only applicable to Hong Kong mobile number.

Currently FPS also can support HKD and RMB fund transfer services.

FPS binding account only accept savings or current account of HKD/CNY.

FPS Account Binding can only be done via OCBC Bank Personal Internet Banking.

You can access "FPS Account Binding" in OCBC Bank Personal Internet Banking to cancel your FPS Account Binding record in other banks.

Assume you have set your OCBC Bank as default receiving banking, once you cancelled that registration in OCBC Bank, the latest registration of other bank record with the same proxy ID shall take up as default receiving bank.

You can access "FPS Account Binding" in OCBC Bank Personal e-Banking to view the registration status of each proxy. You can also register, de-register, and amend the proxies setting in the same service page.

If it is an instant transfer instruction, once the instruction is placed and processed, it cannot be cancelled or reversed.

Currently the charge is waived for making an inward/outward payment by using FPS.

Provided the receiving bank is one of participant of FPS, payments are usually available almost instantly, but subject to the running mode of receiving Bank.

FPS is a 24x7 service, which means you can transfer money to others or receive money from others anytime. However, it is also subject to the running mode of different receiving bank.

Currently, FPS support HKD and RMB transfer only.

You can use FPS Small Value Transfer to conduct real-time interbank transfer to the payee's account by using the payee's Mobile Number, Email Address or FPS Identifier (depending on the payee's registration). For the first time using the service, please set the daily transaction limit for FPS Small Value Transfer. The daily transaction limit can be adjusted up to HKD10,000.

Before providing your mobile number, email address to the payer, you need to register FPS and set a receiving account through OCBC Bank Personal Internet Banking in advance. Hereafter, payer can transfer to your default receiving OCBC Bank account by your mobile number, email address or FPS Identifier.

In general, if payer bank is one of participant of FPS, the transfer can be instantly settled. However, it still depends on the specific settlement time of different payer bank. Please contact payer to confirm correct transaction details is being sent, or contact our Customer Services Hotline 3199 9188 for enquiry.

Yes, if the receiving bank is not a FPS participant or does not support real time settlement, customer still can choose processing fund transfer via CHATS with in its service hours. However, please note additional service charge maybe imposed by the recipient bank.

To protect your bank account, your OTP access will be disabled if you make too many incorrect entries for OTP.
Should you have any doubts or questions, please visit any of our branches or call our Customer Service Hotline at 3199 9188.

Upon checkout the payment at merchant's app or webpage which supports the service, you can select OCBC Bank mobile banking app for the FPS in-app payment at the same mobile device. Then you can see the transaction details and confirm by SMS OTP after login to our mobile banking. Once payment is submitted, you may click to return to the merchant's app or webpage.

Any Personal e-Banking customer with HKD/RMB deposit account(s) and with the OCBC Bank mobile banking app installed is eligible for the service.

Any merchant's app or webpage with the FPS in-app transaction capability built.

No, you need both the merchant's app or webpage browser and the OCBC Bank mobile banking app installed on the same device.

The Maximum Daily Transaction Limit of FPS in-app payment is shared with FPS Small Value Transfer (HKD 10,000 equivalent).

To view the daily remaining limit, you can select the FPS Small Value Transfer and see the remaining daily transfer limit below the amount.

The minimum browser requirements of your mobile device for performing FPS in-app payment in a merchant's webpage are as follows:

You can make the transaction through the following Transfer & Pay Services:

Self / registered account transfer
Non-registered third-party account transfer
Nominated Account Transfer
FPS Small Value Transfer
ePayment (Bill payment)
Credit Card Payment
Scan & Pay
QR Code Collect

You can submit the transaction via “Transfer & Pay” Service. Please select “Select Payee” and “Bank Account Number” and input the payee information to process the transaction with soft token. If first time high-risk transaction after soft token effective, it required an extra SMS OTP authentication.

You can submit the transaction via “Transfer & Pay” Service. Please select “Select Payee” and “Merchant” and input the bill merchant information to process the transaction with soft token. If first time high-risk transaction after soft token effective, it required an extra SMS OTP authentication.

You can submit the transaction via Scan & Pay Service from left menu. Please scan the valid transaction QR code to process the transaction with SMS OTP.

You can select to the “QR Code Collect” service from left menu and customize the QR Code for request money. Reminded that the QR code will only show when customer completed the FPS addressing in our bank (included Mobile or Email address record).

You can submit the transaction via Transfer & Pay Service. Please input the FPS identifies in "FPS small value transfer payee's information" field to process the transaction.

You can click here for more details.

Customers need to create a bill template in Internet Banking. Afterwards, you can select the template in Transfer & Pay "My Bill List" in Mobile Banking for transaction.

Push notification is an alert you may receive on your device if you have enabled Push Notification service in our mobile banking app.

Push Notification service is free of charge. However, data charges (including roaming charges) imposed by your mobile service provider may apply, please consult your mobile service provider for details.

For security reasons, you can enable Push Notification on one designated device only.

You will receive push notification when you perform below transactions in our Internet Banking website:

You will receive push notification when you perform below transactions in our Mobile Banking App:

Notifications stored in Inbox will be kept for 90 days since the receival date.

It may due to device settings or network problem.

You are suggested to check the below:

• Push Notification service has been enabled in both App and device settings.
• Stable Wifi / Mobile data is connected.

If you’re on an Android device, Google services may be limited in some countries and territories so your device may not be able to receive push notifications in those areas.

Dormant account refers to savings account, current account and other types of deposit account that has no activity other than transactions initiated by the bank (such as interest and charges) after 1 year. Once the account has turned dormant, debit and/or credit transactions restriction will be applied to the account until it gets reactivated.

To avoid account turning dormant, you may perform transactions (e.g. outward fund transfer, bill payments, etc.) with your account(s) before it reaches 1 year.

Depending on the account(s) status, you may choose to re-activate your dormant account(s) by using the “dormant account activation” service on our mobile banking app. The service currently supports customer that is

• Personal Banking Customer (Individual);
• With valid email address and mobile number registered on our e-Banking service;
• With at least one active savings account, current account or other types of deposit account remained in the eBanking account list;

You may locate the “Dormant Account Activation” service under the “Settings & Useful Info” section once you have logged on to the mobile banking app. During the activation process, you will be asked to select the desired account(s) for activation, and a SMS One-time-password (OTP) will be sent to you for identity authentication. Once the authentication is completed, a dormant account activation instruction will be submitted for further process.

To activate account successfully, please carefully read through the instruction and perform one debit transaction before 20:00 on the same business day. You are also be reminded to check your email mailbox timely to stay informed about the activation status.

If you have encountered issues activating the account with our mobile banking app, you may visit any of our branches to perform account activation.

The service hour of mobile banking dormant account activation service is on regular business days (Mon – Sat), 08:00 to 19:00.

The service hours of dormant account activation service are from Monday to Saturday on regular business days from 08:00 to 19:00. If customer submits dormant account activation instruction during the service hours, please perform a debit transaction in the corresponding dormant account before 20:00 on the same business day in order to allow the system to re-activate the dormant account on next working day.

For situations where all your accounts are dormant, in order to activate the accounts, you will need to visit branch in person.

You must register your phone number and email address before activating soft token service.

Logon to the mobile banking app and select ‘Transaction Authentication' under 'Settings & Useful Info - Security' and follow the instruction to activate soft token authentication. You are required to setup a 6 digits PIN for soft token authentication.

No, the soft token will effective after 12 hours and you will receive the SMS & email notification for the soft token effectiveness.

No, the mobile banking app only accepts using soft token as the authentication for high-risk transactions only.

Logon to the mobile banking app and select ‘Transaction Authentication’ under ‘Settings & Useful Info - Security’ and follow the instruction to update the soft token authentication PIN. You are required to insert the existing 6 digits soft token PIN for the soft token verification.

When you submit the high-risk transaction or update soft token PIN, there is an option “Forgot Soft Token PIN?”. You can click and direct to reset your soft token PIN and the soft token will be re-activated.

For submitting the first-time high-risk transaction, customer is required to have soft token authentication with soft token PIN and an extra SMS OTP for the verification.

You can either disable the soft token service in 'Settings & Useful Info ' > 'Security' > ‘Transaction Authentication’.

Always contact us at Customer Service Hotline (852) 3199 9188 immediately if you lost or stolen your mobile device which is activated soft token service.