1. Introduction of Internet Banking Services
2. Transaction Status Enquiry
3. Account Enquiry
4. eStatement & eAdvice Service
5. Fund Transfer
6. Foreign Currency & Gold Buy / Sell Order
7. Time Deposit
8. Bill Payment
9. Remittance
10. Cheque Services
11. Requisition
12. Security Device
13. Other Services
14. System Requirement
15. Security

 

1. Introduction of Internet Banking Services
Q: What is Internet Banking Services?
A:

Internet Banking Services allows you to perform banking transactions and access information using Internet.

With Internet Banking Services, you can manage your personal financial services such as account enquiry and fund transfer at anytime, anywhere and anyhow.

 
 
Q: What are the banking services that are available through Internet Banking Services?
A:

You can manage your accounts with the following banking services through Internet Banking Services:

Transaction Status Enquiry
Account Enquiry
Fund Transfer
Credit Card Payment
Foreign Currency & Gold Buy / Sell Order
Bill Payment
Time Deposit (Enquiry, Setup, Renewal and Withdrawal, Change of Maturity Instruction)
Rate Enquiry (Deposit Rates, Exchange Rates and Gold Prices)
Remittance (Telegraphic Transfer)
Cheque Services (Report lost cheque and Cheque Status Enquiry)
Other Services (Change of User ID and PIN)
Requisition (Cheque Book, Statement)
 
 
Q: How can I apply for Internet Banking Services?
A:

You can visit any ofour branches to apply.

Also, you may contact our customer Service at 2832 2222 for details.
 
 
Q: What are the Service Hours and Cut-off Time of Internet Banking Services?
A:
Service Type Service Hours Bank Value Date (Same day value for submission before the below stated schedule)

General Banking Services

  • Fund Transfer
  • Account Enquiry (include Time Deposit)
  • Rate Enquiry
  • Cheque Book Requisition
  • Account Statement Requisition
 24 hours 20:00
Account Opening Service Mon – Sun: 9:00-20:00 20:00
Update Account List 24 hours ˘w
Bill Payment 24 hours 20:00
Time Deposit Mon - Fri: 9:00 - 20:00 20:00
Cheque Status Enquiry & Report Lost Cheque Mon - Sun: 8:00 - 20:00 20:00
Gold Trading or Buy / Sell Order Mon - Fri: 9:00 - 17:00 20:00
Foreign Exchange or Buy / Sell Order Mon - Fri: 9:00 - 2:30 / [3:30]* ,
Sat: 9:00 - 13:00 #
(only for Foreign Exchange )
 20:00
Renminbi Services Mon - Fri: 9:00 - 17:30 17:30
Registered Telegraphic Transfer 24 hours Remittance instruction submitted before 14:30 on Mon~Fri will be processed on the same day. Otherwise, it will be processed on the next business day.
Registered HK-Macau Instant Remittance 24 hours (only available on bank working days of both Hong Kong and Macau) 20:00
Note: 
Service is not available approximately half and hour from 8:00pm each business day for data update.
# Service is not available if Saturday is a Hong Kong public holiday.
*New York Winter Time
 
2. Transaction Status Enquiry
Q: How can I enquire the approval status of submitted instruction?
A: You can enquire the approval status of submitted instruction by accessing the "Pending Instruction Enquiry".
 
 
Q: How can I enquire the details of submitted forward date instruction?
A: You can enquire the details of submitted forward date instruction by accessing the "Forward Date Instruction".
 
 
Q: How can I enquire the result of submitted forward date instruction?
A: You can enquire the result of submitted forward date instruction by accessing the "Message Box" and "Forward Date Instruction".
 
 
3. Account Enquiry
Q: How can I check the balances of my all registered accounts?
A: You can enquire all your registered accounts balance details by clicking the "Account Enquiry" button.
 
 
Q: For which period can I enquire about the transaction history of my registered accounts?
A: You can enquire the last 60 days activities for Current, Passbook Savings and Statement Savings accounts, and the last statement transaction and unbilled transaction record(s) for Credit Card account.
 
 
Q: What kind of account transactions can be enquired through transaction history?
A: Only Current, Passbook Savings, Statement Savings & Credit Card accounts can be enquired.
 
 
Q: Can I enquire the transaction which is performed today?
A: Yes, you can enquire the transaction through "Today Activities".
 
4. eStatement & eAdvice Service
Q: What is eStatement & eAdvice service?
A: To encourage green living and paper saving, 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.
 
Q: What account types are eligible for eStatement & eAdvice service?
A: Our eStatement & eAdvice Service covers a wide of account types, including but not limited to:
Category

Account Types

Banking

 -     Current Account Statement
 -     Statement Account Statement
 -     Multi-currency Statement Account Statement
 -     Easy Link Account Statement
 -     Premier Banking Account Statement

Investment

 -     Consolidated Statement of Investment Account
 -     Securities Account Statement
 -     Consolidated Daily Activities of Investment Account
 -     Contract Note
 -     Consolidated Share Trading Advice and Receipt
 -     Securities Receipt And Credit/Debit Advice
 -     Securities Receipt And Credit/Debit Advice (IPO)

Card

 -     Credit Card Account Statement
 -     Jet Cash Card Account Statement

 
Q: Is there any charge for using eStatement & eAdvice Service?
A: Our eStatement & eAdvice Service is free of charge and no registration is required.
 
Q: Do I need to register for eStatement & eAdvice Service?
A: Our eStatement & eAdvice Service is free of charge and no registration is required.
 
Q: How can I view my eStatement & eAdvice?
A: Simply logon to Internet Banking to view, print and download the past 12 months' eStatement and the recent 3 months' eAdvice anytime anywhere.
 
Q: How long can I view my past eStatement & eAdvice?
A: You can view, print and download the past 12 months' eStatement and the recent 3 months' eAdvice via our Internet Banking.
 
Q: How can I discontinue / resume mailing of paper statements & advices?
A:

Personal customers can register to "Discontinue Paper Statement & Advice" via Internet 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 to receive reminder email, notifying you that the latest statement is ready on Internet Banking.
 
Q: Will I receive email notification reminding me the latest statement is ready on Internet Banking?
A: Free email notification is only applicable to customers who have registered to "Discontinue Paper Statement & Advice".
 
Q: Is using eStatement & eAdvice safe?
A: eStatement & eAdvice are encrypted to protect customers' privacy.
 
Q: Do I need to install any software in order to view eStatement & eAdvice?
A: 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.
 
 
 
5. Fund Transfer
Q: How can I know the fund transfer instruction is accepted by the Bank?
A: A confirmation message is displayed on the screen, when your instruction is accepted by the Bank.
 
 
Q: What is the Maximum Daily Transaction Limit of Internet Banking Services?
A: The Maximum Daily Transaction Limit is as follows:
 

Services

Maximum Daily Transaction Limit (HKD Equivalent)

Internal Fund Transfer

$10,000,000

Nominated Account Transfer

$1,000,000

Registered Telegraphic Transfer

$10,000,000(Shared)
Max. $500,000 for each transaction of “Registered HK-Macau Instant Remittance”

Registered HK-Macau Instant Remittance

Renminbi Exchange Transfer

Max. RMB$20,000(per day)

Bill Payment

$100,000

Credit Card Payment

Business

$1,000,000

Time Deposit Placement

No limit

FCY & Gold Buy / Sell Order

No daily transaction limit. Max $300,000 for each transaction

Exchange Transfer(Each Transaction)

Min. $30, Max.$300,000

Securities Trading

No daily transaction limit.
Max $8,000,000 for each transaction

Payroll Service

$2,000,000 (Shared)

Batch Payment Service
Transfer to Non-registered Third Party Account
$100,000

Notes: If you would like to increase the reduced limit(s), you are required to submit “ Business Internet Banking-Company Profile Alteration Request Form” to the Bank for arrangement.
 
 
Q: Can I input any special characters in Customer Reference?
A: Only alphanumeric characters are allowed.
 
 
Q: For How long can I place my forward date instruction?
A: You can set your forward date instruction up to 45 calendar days.
 
 
Q: Do I need to have sufficient fund in the debit account at the time I set a forward date instruction? What will be happened if there is insufficient fund in the debit account on the execution date?
A: 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 on the day before the execution date.
 
 
Q: Can I cancel the forward date instruction before the execution date?
A: Yes, you can cancel the forward date instruction at least one calendar day prior to the execution date.
 
 
Q: What is "Nominated Account Transfer"?
A: "Nominated Account Transfer" allows you to transfer fund from your accounts to other registered Bank accounts. 
 
 
Q: What kind of accounts can be the debit or credit account of "Nominated Account Transfer"?
A: Only Current, Passbook Savings and Statement Savings accounts are accepted.
 
 
Q: When will the fund be received at the Beneficiary's account?
A: The fund will be credited to the Beneficiary's account once the transaction is executed.
 
 
Q: Is it necessary to apply the "Nominated Account Transfer"?
A: Yes, you can choose to apply the service when you apply the Internet Banking Services or submit a e Banking Service Application/ Alteration Request Form (for Personal & Joint A/C User) or Business eBanking-Company Profile Alteration Request Form (for Business User) to enable the service.
 
 
Q: Is there any transaction daily limit for "Nominated Account Transfer"?
A: Yes, there is a maximum daily transaction limit pre-set by the Bank (Please refer to the Maximum Daily Transaction Limit Table). The said limit is to be shared by Nominated Account Transfer, Internet Banking and Telematic Services.
 
 
Q: Can I adjust the transaction daily limit of "Nominated Account Transfer"?
A: Yes. But for company account users only. You can reduce the transaction daily limit by accessing Daily Limit Maintenance page from the section of Other Services. However, it is necessary to submit a Business eBanking-User Alteration Request Form to restore the reduced transaction daily limit.
 
 
Q: Can I make card payment through Internet Banking Services?
A: Yes, you can make card payment to your registered Credit card Account.
 
 
6. Foreign Currency & Gold Buy / Sell Order
Q: Is there any limitation for placing the buy / sell order?
A: Yes, the buy / sell rate must not be placed less or more than 5 % of the prevailing rate.
 
 
Q: Is there any minimum transaction requirement for placing the buy / sell order?
A: Yes, the transaction amount of buy/sell order are restricted as follows:
Currency / Gold Minimum Transaction Amount (In Original Currency)
HKD
 50,000
GBP / EURO 5,000
USD / CAD / AUD / CHF / NZD / SGD
10,000
NOK / SEK / DKK
 50,000
JPY 1,000,000
99 Gold* 5 Taels
Gold Maple Leaf* 5 Ounces
*The minimum withdrawal amount of 99G & Gold Maple Leaf is calculated in the corresponding type of Gold
 
 
7. Time Deposit
Q: What types of time deposit services are available?
A: Time Deposit Confirmation Details Enquiry
Setup New Time Deposit
Time Deposit Renewal
Time Deposit Withdrawal
Change of Maturity Instruction
 
 
Q: Can I place any Time Deposit Maturity Instruction before the maturity date?
A: Yes. You can place Time Deposit Maturity Instruction before the date of maturity. Otherwise, the principle and accrued interest would be automatically renewed for the same tenor according to the prevailing interest rate upon maturity.
 
8. Bill Payment
Q: When will the merchant receive my bill payment?
A: 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.
 
 
9. Remittance
Q: What are the advantages to use the remittance of Internet Banking Services?
A: You can save transportation time and manpower for submitting the paper application to us in person. Besides, through the Registered Telegraphic Transfer (TT), you can make TT remittance more effectively.
 
 
Q: What are the differences between Registered TT and normal TT ?
A: For Registered TT, you are required to be pre-registered TT, then you can submit your online TT application without filling in all the information again. Moreover, the daily transaction limit for Registered TT is higher. (Please refer to the Maximum Daily Transaction Limit Table) , the limit is to be shared by Registered TT and HK-Macau Instant Remittance.
 
 
10. Cheque Services
Q: How long can I enquire my issued cheque status?
A: There is no time restriction to enquire your issued cheque.
 
 
Q: Is there any handling charge for report lost cheque?
A: Yes, a handling charge for report lost cheque will be levied. For details, please refer to the current account section of our Bank Service Charges.
 
 
11. Requisition
Q: How many cheque books can I request in one application?
A: You can request up to 5 cheque books in one application.
 
 
Q: For which period of statement can I request?
A: You can request the statement since the last statement date.
 
 
12. Security Device
I) Introduction
Q: What is a Security Device?
A:

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 business e-Banking user is linked to one Security Device only.

OCBC Wing Hang Business Security Device
 
 
Q: What is a Security Code?
A: 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.
 
 
Q: Why do I need the Security Device?
A: To enhance online security, user is advised to apply for a Security Device as it is a reliable tool to verify your identity and authenticate designated e-Banking transactions.
 
 
Q: When do I need the Security Device?
A:

The ePayroll and Batch Payment service are the designated e-Banking transactions required the Security Device.
 
 
Q: How can I apply for a Security Device?
A: You can apply for a Security Device by visiting any one of our branches.
 
 
Q: How many Security Device do I need if I have registered for more than one Business e-Banking profile?
A: Each User (Approver) only be paired up with one Security Device.
 
 
Q: Do I need to pay for the Security Device?
A: The Security Device is free of charge for all first-time applications. However, replacement due to lost or damage will be subject to a MOP50 fee.
 
 
II) Activation
Q: How to activate a Security Device?
A: When you received the Security Device at our branches, we will assist to activate it immediately.
 
 
Q: If I input wrong information to the Security Device, how can I change it?
A: You can pressbutton to delete your last entry. Press and holdbutton to clear all your inputs.
 
 
Q: Why the Security Code I entered when performing designated e-Banking transactions is not accepted?
A:

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 2832 2222.
 
 
Q: What should I do if I have incorrectly entered the Security Code for several times?
A: 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 visit any of our branches for reactivation.
 
 
III) Troubleshooting
Q: What should I do if my Security Device is lost / stolen?
A: Please contact our Customer Service Hotline at 2832 2222 or visit any of our branches to suspend your Security Device and request for replacement immediately.
 
 
Q: What should I do if my Security Device is broken / running out of battery?
A: The battery in your device cannot be replaced. Please contact our Customer Service Hotline at 2832 2222 or visit any of our branches and request for replacement.
 
 
Q: Do the buttons "" and " " indicate any special functions?
A: There are no particular usages associated with these buttons at this moment.
 
 
13. Other Services
Q: What can I do if I forget my User ID / PIN?
A: You should renew your PIN by submitting the e Banking Service Application/ Alteration Request Form (for Personal & Joint A/C User) or the Business eBanking-User Alteration Request Form (for Business User)  to any of our branches.
 
 
Q: What will happen if I enter an incorrect PIN?
A: Your service will be suspended if you enter an incorrect PIN five times consecutively. You will be required to submit the eBanking Service Application/ Alteration Request Form (for Personal & Joint A/C User) or the Business eBanking-User Alteration Request Form to request reissuance of your PIN.
 
 
Q: How can I re-activate the disabled account service and resume the reduced daily transaction limit?
A: You should submit a Business eBanking-Company Profile Alteration Request Form to any of our branches. Normally, it takes approximate two business days for processing.
 
 
 
14. System Requirement
Q: What is the minimum system requirement for the use of Internet Banking Services?
A:

Hardware requirements:
 A personal computer with

  • Intel Pentium 4 CPU or higher of IBM-Compatible PC with mouse
  • 512MB or more main memory (RAM)
  • 56kbps modem or broadband connection to internet, but broadband is recommended
  • SVGA Monitor

Software Requirement

  • Windows or Mac OS X operating system
  • Mozilla Firefox 3.8, Safari 8ĦBChrome 58ĦBOpera 11.11 or higher, it must support TLS encryption with Java Script, Applet, Cookies enabled

Recommended Resolution for Screen Display
800 x 600 pixels, 256 colour
 
 
15. Security
Q: Is it secure to perform transactions through Internet Banking Services?
A:

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

a. You are required to reset a unique User ID and PIN once you login to Internet Banking Services for the first time. You must enter the correct User ID and PIN every time you login Internet Banking Services.
b. Internet Banking Service will be automatically terminated if there is no activity for 15 minutes in order to protect against unauthorized access.
c. Secure Socket Layer (SSL) and 128-bit encryption is employed to ensure confidentiality. All data and information transmitted between you and Internet Banking Service is encrypted by using 128-bit encryption.
 
Q: What should I do to reinforce security?
A:

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

a.

Install anti-virus and/ or anti-spyware software in your personal computer and update the software regularly to ensure you have the latest protection.

b. Install a personal firewall on your personal computer to help you prevent unauthorized access and update the firewall regularly to ensure you are covered with the latest protection. For details, please refer to your software vendor.
c. 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.
d. Do not conduct Internet Banking Services transaction using the personal computers which are available to public access.
e. Do not open Email attachment from unknown, suspicious or unreliable sources.
f. Do not install unlicensed software, which may contain bugs and viruses.
g.

To prevent installation of spyware, do not download any software with unknown sources, e.g. free-ware, music, or screen savers, etc.

h. Do not leave your relevant devices (e.g. personal computers or mobile phone) unattended in the middle of a session.
i. Do not browse other website by opening a new session while you are using Internet Banking Services.
j. Verify the security certificate of Internet Banking Services by double-clucking the 'lock' icon at the bottom bar of the screen.
k. Limit the access to your personal computer only to reliable persons.
l. Regularly check your account balances and statements. If any suspicious account activities were found, please contact us via our enquiry hotline 2832 2222.
m. Always logout after you have completed your Internet Banking Services transaction.

For User ID and PIN
n. Select a new User ID and change the initial PIN immediately while login to Internet Banking Services for the first time.
o. Do not disclose your User ID and PIN to anyone else including our staff.
p. Do not write down or record your PIN without disguising it.
q. Do not use easy accessible number or data such as your birthday, ID or personal telephone number as your User ID or PIN.
r. Do not use the same set of User ID or PIN from other Internet site.
s. Change your User ID or PIN periodically. For example every 30 or 60 days.
 
 
Q: How do I know I have accessed to the web page of Internet Banking Services that belongs to Bank?
A: You can click the small graphic with a security lock at the bottom of the browser, after you have entered our Internet Banking Services web page. A window showing the relevant information of the certificate will be displayed for your verification.