Frequently Asked Questions
- Introduction of Internet Banking Services
- Transaction Status Enquiry
- Account Enquiry
- eStatement & eAdvice Service
- Fund Transfer
- Foreign Currency & Gold Buy / Sell Order
- Time Deposit
-
Bill Payment
-
Remittance
- Cheque Services
- Requisition
- Security Device
- Other Services
- System Requirement
- Security
- Easy Transfer
- Investment
- Biometric Logon
1. Introduction of Internet Banking Services
What is Internet Banking Services?
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.
What are the banking services that are available through Internet Banking Services?
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)
Unit Trust Subscription, Switching and Redemption
Unit Trust Monthly Investment Plan
Currency-linked Contract^@
Equity Linked Contract^@!
^Only applicable to customers who have registered the investment account, currency linked deposit account and/or equity linked deposit account to eBanking services. Customers without similar investment experience are rejected from placing such order via Internet Banking.
@To better protect customers' interest, individual who meets any of the below criterias are advised to place the subscription instruction via the investment corner of our designated branches:-
- Aged 65 or above
- Illiterate
- Visually impaired
- Limited means
! The Internet Transaction Limit of Equity Linked Deposit for each transaction is HKD8,000,000
How can I apply for Internet Banking Services?
You can visit any of our branches to apply.
Also, you may contact our customer Service at 2832 2222 for details.
What are the Service Hours and Bank Value Date of Internet Banking Services?
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 |
Same day |
Update Account List |
24 hours |
- |
Bill Payment |
24 hours |
20:00 |
Time Deposit |
Mon - Fri: 9:00 - 20:00 |
Same day |
Cheque Enquiry & Report Lost Cheque |
Mon - Sun: 9:00 - 20:00 |
Same day |
Foreign Exchange / Gold Trading |
Mon - Fri: 9:00 - 2:30 / [3:30]*
Sat: 9:00 - 13:00 noon # (only for FCY)
*New York Winter Time |
20:00 |
FCY
& Gold Buy / Sell Order |
Mon - Fri: 9:30 - 2:30 / [3:30]* |
20:00 |
Renminbi Services |
Mon - Fri: 9:00 -
17:30 |
Same day |
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 |
Unit Trust Subscription, Switching and Redemption |
24 hours |
14:30 / Instruction submitted before the cut-off time will be executed on the same dealing day; Instruction submitted after the cut-off time will be executed on the next dealing day. For more details about the dealing day, please refer to relevant prospectus. |
Unit Trust Monthly Investment Plan |
24 hours |
14:30 / Instruction submitted before the cut-off time will be executed on the same dealing day; Instruction submitted after the cut-off time will be executed on the next dealing day. For more details about the dealing day, please refer to relevant prospectus. |
Currency-linked Contract |
Order Placement Mon – Fri: 9:00 – 17:30 (except non-business day of Hong Kong or by Bank decision from time to time) Enquire Outstanding Deal
24 hours |
Order Placement Mon - Fri: 17:30 / same day value Enquire Outstanding Deal Immediately |
Equity Linked Contract |
Order Placement Mon – Fri: 9:30 – 16:00 (except non-business day of Hong Kong Stock Exchange or at Bank's discretion from time to time) Enquire Outstanding Deal Mon to Sat: 6:00 – 20:00 (except Hong Kong public holiday) |
Order Placement Mon - Fri: 16:00 / same day value Enquire Outstanding Deal Immediately |
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
How can I enquire the approval status of submitted instruction?
You can enquire the approval status of submitted instruction by accessing the "Pending Instruction Enquiry".
How can I enquire the details of submitted forward date instruction?
You can enquire the details of submitted forward date instruction by accessing the "Forward Date Instruction".
How can I enquire the result of submitted forward date instruction?
You can enquire the result of submitted forward date instruction by accessing the "Message Box" and "Forward Date Instruction".
3. Account Enquiry
How can I check the balances of my all registered accounts?
You can enquire all your registered accounts balance details by clicking the "Account Enquiry" button.
For which period can I enquire about the transaction history of my registered accounts?
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.
What kind of account transactions can be enquired through transaction history?
Only Current, Passbook Savings, Statement Savings & Credit Card accounts
can be enquired.
Can I enquire the transaction which is performed today?
Yes, you can enquire the transaction through "Today Activities".
4. eStatement & eAdvice Service
What is eStatement & eAdvice service?
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.
What account types are eligible for eStatement & eAdvice service?
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 |
Is there any charge for using eStatement & eAdvice Service?
Our eStatement & eAdvice Service is free of charge and no registration is required.
Do I need to register for eStatement & eAdvice Service?
Our eStatement & eAdvice Service is free of charge and no registration is required.
How can I view my eStatement & eAdvice?
Simply logon to Internet Banking to view, print and download the past 7 years' eStatement and the recent 3 months' eAdvice anytime anywhere.
How long can I view my past eStatement & eAdvice?
You can view, print and download the past 7 years' eStatement and the recent 3 months' eAdvice via our Internet Banking.
How can I discontinue / resume mailing of paper statements & advices?
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.
Will I receive email notification reminding me the latest statement is ready on Internet Banking?
Free email notification is only applicable to customers who have registered to "Discontinue Paper Statement & Advice".
Is using eStatement & eAdvice safe?
eStatement & eAdvice are encrypted to protect customers' privacy.
Do I need to install any software in order to view eStatement & eAdvice?
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
How can I know the fund transfer instruction is accepted by the Bank?
A confirmation message is displayed on the screen, when your instruction is accepted by the Bank.
What is the Maximum Daily Transaction Limit of Internet Banking Services?
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 |
$2,000,000(Shared)
Max. $500,000 for each transaction of “Registered HK-Macau Instant Remittance” |
Registered HK-Macau Instant Remittance |
Bill Payment |
$100,000 |
Credit Card Payment |
Personal |
$1,000,000 |
Time Deposit Placement |
No limit |
FCY & Gold Buy / Sell Order |
Max. $300,000 for each transaction |
Exchange Transfer(Each Transaction) |
Min. $30, Max.$300,000 |
Securities Trading |
No daily transaction limit.
Max $30,000,000 for each transaction |
Payroll Service |
|
Batch Payment Service |
| Transfer to Non-registered Third Party Account |
$100,000 |
Can I input any special characters in Customer Reference?
Only alphanumeric characters are allowed.
For How long can I place my forward date instruction?
You can set your forward date instruction up to 45 calendar days.
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?
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.
Can I cancel the forward date instruction before the execution date?
Yes, you can cancel the forward date instruction at least one calendar day prior to the execution date.
What is "Nominated Account Transfer"?
"Nominated Account Transfer" allows you to transfer fund from your accounts to other registered Bank accounts.
What kind of accounts can be the debit or credit account of "Nominated Account Transfer"?
Only Current, Passbook Savings and Statement Savings accounts
are accepted.
When will the fund be received at the Beneficiary's account?
The fund will be credited to the Beneficiary's account once the transaction is executed.
Is it necessary to apply the "Nominated Account Transfer"?
Is there any transaction daily limit for "Nominated Account Transfer"?
Can I adjust the transaction daily limit of "Nominated Account Transfer"?
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.
Can I make card payment through Internet Banking Services?
Yes, you can make card payment to your registered Credit card Account.
6. Foreign Currency & Gold Buy / Sell Order
Is there any limitation for placing the buy / sell order?
Yes, the buy / sell rate must not be placed less or more than 5 % of the prevailing rate.
Is there any minimum transaction requirement for placing the buy / sell order?
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 |
7. Time Deposit
What types of time deposit services are available?
Time Deposit Confirmation Details Enquiry
Setup New Time Deposit
Time Deposit Renewal
Time Deposit Withdrawal
Change of Maturity Instruction
Can I place any Time Deposit Maturity Instruction before the maturity date?
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
When will the merchant receive my bill payment?
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
What are the advantages to use the remittance of Internet Banking Services?
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.
What are the differences between Registered TT and normal TT ?
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
How long can I enquire my issued cheque status?
There is no time restriction to enquire your issued cheque.
Is there any handling charge for report lost cheque?
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
How many cheque books can I request in one application?
You
can request up to 5 cheque books
in one application.
For which period of statement can I request?
You can request the statement since the last statement date.
12. Security Device
I) Introduction
What is a Security Device?
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 user is linked to one Security Device only.
OCBC Bank Personal Security Device
What is a Security Code?
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.
Why do I need the Security Device?
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.
When do I need the Security Device?
Transfer to Non-registered third party account is the designated e-Banking transaction required the Security Device.
How can I apply for a Security Device?
You can apply for a Security Device by visiting any one of our branches.
Do I need to pay 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 MOP50 fee.
II) Activation
How to activate a Security Device?
When you received the Security Device at our branches, we will assist to activate it immediately.
Why the Security Code I entered when performing designated e-Banking transactions is not accepted?
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.
What should I do if I have incorrectly entered the Security Code for several times?
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
What should I do if my Security Device is lost / stolen?
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.
What should I do if my Security Device is broken / running out of battery?
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.
13. Other Services
What can I do if I forget my User ID / PIN?
What will happen if I enter an incorrect PIN?
How can I re-activate the disabled account service and resume the reduced daily transaction limit?
14. System Requirement
What is the minimum system requirement for the use of Internet Banking Services?
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, Chrome 58, Opera 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
What are the minimum system requirements for using Mobile Banking Services?
The minimum system requirements for using Mobile Banking Services are as follows:
iOS |
Android |
iOS 13 |
Android 10 |
15. Security
Is it secure to perform transactions through Internet Banking Services?
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 10 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. |
What should I do to reinforce security?
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. |
| 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. |
How do I know I have accessed to the web page of Internet Banking Services that belongs to Bank?
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.
16. Easy Transfer
What is Easy Transfer?
Easy Transfer is a payment service that allows customers to make local transfer between participating institutions.
How to make real time transfer via Easy Transfer?
OCBC Bank supports 24x7 real time transfer with mobile number or FPS ID. Customers can also complete the account binding journey to receive funds with mobile number, but we don’t currently offer to receive funds with FPS ID.
How to make non-real time transfer via Easy Transfer?
For transfers with account number, funds will usually be credited to the payee's account on the same business day (depends on the specific settlement time of different banks). If customers wish to receive funds via Easy Transfer with account number, customers can provide the account details to payer and registration is not required.
Which type of currencies can I select for receiving funds via Easy Transfer?
Currently Easy Transfer only supports MOP and HKD fund transfer services.
Is there a charge for a transfer via Easy Transfer?
There is no charge from us if you pay money to, or receive money from other participating banks via Easy Transfer currently, but other banks may have different charging policies.
Who is eligible for Easy Transfer?
Our personal internet banking customers with a MOP deposit account are eligible to bind their account for Easy Transfer.
How long does it take for the account binding to be effective?
In general, the binding will be ready in a minute. Customers can access "Easy Transfer Account Binding" on our internet banking page to check the registration status.
Can I register Easy Transfer at branches?
Account Binding can only be done via Personal Internet Banking of the Bank.
If I have multiple accounts at the Bank, which account will be used to receive inward funds via Easy Transfer?
You can designate any of your MOP deposit accounts as the receiving one via "Easy Transfer Account Binding" on our internet banking page.
Can I use an overseas mobile number to register Easy Transfer?
Account Binding only accepts mobile numbers with area code 853, 86 and 852.
How many receiving accounts can be bound with each e-Addressing (e.g. mobile number)?
Each e-Addressing (e.g. mobile number) can be bound with only one MOP or one HKD receiving account.
How can I view the registration or cancellation record?
You can access "Easy Transfer Account Binding" in our internet banking for the registration status of each e-Addressing. You can also register, cancel, or amend the e-Addressing setting in the same service page.
Can the outward payment be reversed?
Once the instruction is placed and processed, it cannot be cancelled or reversed.
When will the payee receive my payment?
Provided the receiving bank is one of the participants of Easy Transfer, payments can be available almost instantly, which is also subject to the processing time of the corresponding receiving bank.
What is the service hour or cut-off time for Easy Transfer at OCBC Bank?
Easy Transfer is a 24x7 service, which allows customers to transfer and receive funds anytime. However, it is subject to the processing time of different receiving banks.
Is there a limit for each outward transfer?
The limit of each outward transfer is MOP or HKD20,000.
What is the daily transaction limit of Easy Transfer?
Daily transfer limit is MOP or HKD20,000 (shared between HKD and MOP) and there is no limitation on funds receipt. You can lower the limit through our branch network or click "Daily Limit Maintenance" under "Other Services" in our internet banking.
I was told by my friend that by just providing my mobile number to a payer, I can receive the payment. Is it correct?
Before providing your mobile number to the payer, you need to register Easy Transfer and set a receiving account in our Personal Internet Banking. Then, the payer can transfer to your designated receiving account simply with your mobile number.
What should I do when a transfer has not arrived for over 24 hours?
In general, if the payer bank is one of participants of Easy Transfer, the transfer can be instantly settled. However, it still depends on the specific settlement time of different payer banks. Please contact the payer for transaction details, or call our Customer Services Hotline at 2832 2222 for enquiry.
Can I cancel my account binding registered with another bank?
You can access "Easy Transfer Account Binding" in our Personal Internet Banking to cancel your account binding with that bank.
If I cancelled my account binding with OCBC Bank, will the setting of my default receiving bank be affected?
If your default receiving bank is originally the Bank, upon your cancellation, the system will automatically take up another bank with your latest binding record of Easy Transfer as your new default receiving bank.
Do I need to re-register Easy Transfer for HKD account?
If you have MOP account registration record of Easy Transfer, you will only
need to re-register HKD account with Easy Transfer.
How can I do fund transfer to payee's HKD account via Easy Transfer?
To do fund transfer to payee's HKD account via Easy Transfer, please follow the
steps below.
1) Register your HKD account with Easy Transfer.
2) Select your HKD account and transfer currency - HKD when you fill in thetransaction details of fund transfer.
3) Payee's will receive the inward payment if the payee has registered HKD account.
17. Investment
What are the services provided by "Investment" services?
"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 Contract^@
^Only applicable to customers who have registered the investment account and/or currency linked contract account to eBanking services. Customers without similar investment experience are rejected from placing such order via Internet Banking.
@To better protect customers' interest, individual who meets any of the below criteria are advised to place
the subscription instruction via the investment corner of our designated branches:
- Aged 65 or above
- Illiterate
- Visually impaired
- Limited means
What type of investment products can I trade through "Securities" services?
All securities and warrants listed on the Hong Kong Exchange and Clearing Limited can be traded in "Securities" services.
What should I pay attention to before I place a securities trading order?
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.
How can I check the available balance of my settlement account?
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".
How can I check the net quantity for trade of the securities?
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".
How can I inquire the stock price for securities order placement?
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.
Can I sell shares bought on the same day?
Yes. Once your purchase order has been executed,
you can sell the shares thereafter.
Can I buy shares using the sales proceeds from the stocks I sold on the same day?
Yes. Once your sell order has been executed,
the funds can be used immediately to buy shares.
How can I be sure that the securities order has successfully reached OCBC Bank?
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.
How long does the securities order last?
The securities trading order will stay valid until
the end of the trading day unless a cancellation is received.
How do I know the transaction status of my securities trading order?
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.
What is the settlement procedure for online securities trading?
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.
Can I place order by email instead of the online trading system?
The Bank do not accept securities order through email. Indeed, email is not a secure communication method.
What is Enhanced Limit Order?
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.
How many free real-time stock quotes offered?
You are entitled to 600 times free real-time stock
quote per month. For OCBC Premier Banking Customers, you will be offered 2,500 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.
18. Biometric Logon
What do I required to prepare before activating the biometric logon service?
You must register your phone number before activating biometric logon service.
What kind of biometric authentication credentials are available for OCBC banking app?
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
How to enable my biometric logon function?
Logon to the OCBC banking app and select 'Biometric Authentication' under 'Settings - Security' and follow the instruction to activate biometric authentication.
If my biometric authentication credential is not recognized, can I still logon to my OCBC banking app?
You can always logon to the OCBC banking app using your user ID and password at any time.
How can I update my biometric authentication credential?
You are required to reactivate the biometric authentication service again if you updated your biometric credential on your mobile device.
How can I disable biometric logon?
You can either disable the biometric logon service in 'Settings' > 'Security' > 'Biometric Authentication'.
What if my biometric logon enable device was stolen or lost?
Always contact us at Customer Service Hotline (853) 2832 2222 immediately if you lost or stolen your mobile device which is activated biometric logon service.
Will my biometric credential data have stored in the OCBC banking app and elsewhere in OCBC bank?
Your biometric credential data will not be stored in the OCBC banking app or kept in OCBC.
Can others logon to my OCBC banking app if their biometric credential is stored on my mobile device?
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.
Can I set up biometric logon if I select 'remind me later' on the prompt page?
You can logon OCBC banking app and activate the biometric logon service in 'Settings' > 'Security' > 'Biometric Authentication'.
Why I cannot find the biometric logon setting?
Biometric Logon can be only supported the below operating system:
iOS 13 or above version of the iPhone and Android 10 or above version of the Android device.
Can I use biometric logon to submit transaction in OCBC banking app?
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.
Can I logon the OCBC banking app with different devices?
You can register biometric logon service to one mobile device at any time. Only latest registered mobile device can be used for logon purpose.
Can I logon immediately after register the biometric logon service?
You can logon immediately using biometric authentication after successful registration.
Are there any charges for biometric logon service?
There are no charges for biometric logon service.
Can I use the app if my device is jailbroken or rooted?
You cannot logon to OCBC banking app if your device that has been jailbroken or rooted.
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