1. Introduction of Personal eBanking Services
2. Mobile Banking Services
3. Settings of Mobile Handset
4. Transaction Status Enquiry
5. Account Enquiry
6. eStatement & eAdvice Service
7. Fund Transfer
8. eDeposit
9. Foreign Currency & Gold Buy / Sell Order
10. Time Deposit
11. ePayment
12. Remittance
13. e-Cheque service
14. Cheque Services
15. Requisition
16. Other Services
17. Investment
18. Foreign Exchange Margin Trading
19. Two-Factor Authentication
20. Security Device
21. System Requirement
22. Security
23. Faster Payment System
   

 

 

 

1. Introduction of Personal eBanking Services
Q: What is Personal eBanking Services?
A:

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

 
 
Q: What kind of banking services are available through Personal eBanking Services?
A:

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)
eCheque Services
Other Services (Change of User ID and PIN)
Cheque Book Requisition
Securities Trading^
eIPO and Financing^+
IPO Bond Subscription^
Foreign Exchange Margin Trading (Margin Deposit / Withdrawal)
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

*Not applicable to mobile devices, please access by personal computers.
#Only applicable to Individual Customers with Self-Certification record
^Only applicable to customers who have registered the investment account and/or currency linked deposit account to eBanking services. Customers without similar investment experience are rejected from placing such order via Internet Banking.
+Only applicable to personal customers who have subscribed IPO financing service, except joint account holders.
@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

 
 
Q: How can I apply for Personal eBanking Services?
A:

You can visit any of our branches to apply.

Also, you may contact our Customer Service Hotline at 3199 9188 for details.

 
 
Q: What are the Service Hours, Cut-off Time and Value Date of Personal eBanking Services?
A:
Service Type Service Hours Cut-off Time / Value Date

General Banking Services

  • Account Enquiry
  • Fund Transfer within OCBC Wing Hang Accounts
  • Credit Card Payment
  • Nominated Account Transfer-"NACT" within OCBC Wing Hang
  • Register Transfer Account
  • Rate Enquiry
  • Online Requisition
  • eDeposit
24 hours 20:00 / same day value
Nominated Account Transfer-"NACT" to other banks^ 24 hours Mon - Sat: 20:00
/ same day value
Nominated Account Transfer-"NACT" from other banks^ 24 hours Mon - Sat: 20:00
/ same day value
Other Bank Account Transfer 24 hours Mon - Sat: 20:00
/ same day value
FPS Small Value Transfer 24 hours Mon - Sat: 20:00
/ same day value
ePayment^ 24 hours Mon - Fri: 17:00
/ same day value

Payment or donation via Electronic Bill Presentment & Payment Service
Mon - Fri: 12:30
/ same day value
Time Deposit
  • Confirmation Enquiry
  • Placement, Renewal, Withdrawal, Change of Maturity Instruction
 
  • 24 hours
  • Mon ˇV Fri: 9:00 ˇV 20:00
20:00 / same day value
e-Cheque Issuance 24 Hours Immediately
Stop Cheque Payment Mon - Sat: 8:00 - 20:00 20:00 / same day value
Foreign Exchange Mon - Fri: 9:00 - 2:30 / [3:30]*
Sat: 9:00 - 13:00#
20:00 / same day value
Gold Trading Mon - Fri: 9:00 - 2:30 / [3:30]* 20:00 / same day value
Renminbi Services Mon - Fri: 9:00 - 2:30 / [3:30]*
Sat: 9:00 - 13:00#
20:00 / same day value
Overnight Plus Deposit Account Services Mon - Fri: 9:00 ˇV 16:00
16:00 / same day value
Telegraphic Transfer^ 24 hours Renminbi: Mon ˇV Fri 15:00
Other Currencies: Mon ˇV Fri 15:00
/ same day value
CHATS^ 24 hours Mon - Fri: 15:00
/ same day value
HK-Macau Instant Remittance 24 hours Mon - Sat: 20:00
/ same day value
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 Deposit Order Placement
Mon ˇV Fri: 9:00 ˇV 17:30
(except non-business day of Hong Kong or by OCBC Wing Hang decision from time to time)

Enquire Outstanding Deal
Mon to Sat: 6:00 ˇV 20:00
(except Hong Kong public holiday)
Order Placement
Mon - Fri: 17:30 / same day value

Enquire Outstanding Deal
Immediately
Other Service ˇV Change of User ID & PIN 24 hours Immediately
Securities Trading Trading Day: 9:30 - 16:10
Preset Instruction: 18:00 - 9:15 (next trading day)

Immediately (during Trading Hours)
9:15 (Pre-Market Session)
16:10

Foreign Exchange Margin Trading (Margin Deposit / Withdrawal) Mon - Fri: 9:00 - 2:30 / [3:30]*
Sat: 9:00 - 13:00#
20:00 / same day value
Account Opening ˇV Investment Account Mon to Sat: 9:00 - 19:00
(except Hong Kong public holiday)
Immediately
Account Opening - Currency-linked Deposit Account, Statement Savings Account and Time Deposit Account Mon to Sat: 9:00 - 20:00
(except Hong Kong public holiday)
Immediately
Update Investment Customer Information Form 24 hours Immediately
Settlement Account Registration Mon to Sat: 9:00 - 19:00
(except Hong Kong public holiday)
Immediately
OCBC Wing Hang JETCO Pay 24 hours 20:00 / same day value
- Personal eBanking Services are not available for approximately half an hour from 8:00pm on each business day for data update.

* New York Winter Time
# Service is not available if Saturday is also a Hong Kong public holiday.
^ Instruction submitted after cut-off time will be executed on the next business day excluding Saturday.

 
 
Q: What are the minimum browser requirements for using eBanking Services?
A:

The minimum browser requirements for using eBanking Services are as follows:

Internet Explorer 11 ( Microsoft Windows 7 and 8.1.)
Internet Explorer Edge (Microsoft Windows 10 )
Latest Firefox
Latest Chrome
Latest Safari ( mac OS only)

 
 
2. Mobile Banking Services
Q: What is Mobile Banking Services?
A: 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.
 
 
Q: Do I have to register for Mobile Banking Service?
A: No registration is required for Personal eBanking Services Customer.
 
 
Q: What kind of banking services are available through Mobile Banking Services?
A:

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

Transaction Status Enquiry
Account Enquiry
Fund Transfer
Credit Card Payment
Foreign Currency & Gold Buy / Sell Order
ePayment (Bill Payment)
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 (Change of User ID and PIN)
Securities Trading

 
 
Q: How can I suspend Mobile Banking Services?
A: 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.
 
 
Q: What are the Service Hours of Mobile Banking Services?
A: The service hours of Mobile Banking Services are identical to Internet Banking Services. (Please refer to the Service Hour Table)
 
 
Q: How can I logon to Mobile Banking?
A: You can use your Internet Banking User ID and password to login our Mobile Banking.
 
 
Q: What can I do if I forget my User ID and/or PIN?
A: You should re-issue your User ID and PIN by submitting the Personal eBanking Services - Alteration Request Form to any of our branches.
 
 
Q: Do I need to use any particular telecommunication service providers?
A: 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.
 
 
Q: How can I check the balances and transaction history of my registered accounts?
A: You can enquire your registered accounts balance and transaction history by clicking the "Account Enquiry" button.
 
 
Q: How far back can I enquire the transaction history of my registered accounts in Mobile Banking?
A: You can enquire today transactions for Current, Passbook Savings and Statement Savings and last 3 trading days transaction for Securities accounts.
 
 
Q: Can I enquire the transaction which is performed today?
A: Yes, you can enquire the transaction through "Today Transactions".
 
 
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 Personal eBanking Services?
A: The Maximum Daily Transaction Limit of Mobile Banking Services are shared with Internet Banking Services. (Please refer to Maxiumum Daily Transaction Limit Table)
 
 
Q: Can I reduce the daily limit myself?
A: 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.
 
 
Q: The connection is lost while making fund transfer, how I know the transaction is done?
A: 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, account balances and today transaction activities through the "Account Enquiry" and "Today Transactions". Should you have any doubts or questions, please call our Customer Service Hotline at 3199 9188.
 
 
Q: Can I input any special characters in Customer Reference?
A: Only alphanumeric characters are allowed.
 
 
Q: What is Nominated Account Transfer "NACT"?
A: NACT enables customers to transfer fund to or collect fund from pre-registered third party accounts (including OCBC Wing Hang accounts and other local bank accounts) via Internet Banking or Mobile Banking (applicable to personal customers only).
 
 
Q: When will the fund to be credited to the beneficiary's account for NACT?
A: 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 Wing Hang, 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 Wing Hang.
 
 
Q: Can I make card payment through Personal eBanking Services?
A: Yes, you can make card payment to your registered OCBC Wing Hang Credit Card Account.
 
 
Q: What type of investment products can I trade through "Securities" services?
A: All securities and warrants listed on the Hong Kong Exchange and Clearing Limited can be traded in "Securities" services.
 
 
Q: What should I pay attention to before I place a securities trading order?
A: 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, 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.
 
 
Q: How can I check the available balances of my settlement account?
A: 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.
 
 
Q: How can I check the net quantity for trade of the securities?
A: 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.
 
 
Q: How can I inquire the stock price for securities order placement?
A: You can check the stock price through clicking "Stock Quote" button during you place an order.
 
 
Q: Can I sell shares bought on the same day?
A: Yes. Once your purchase order has been executed, you can sell the shares thereafter.
 
 
Q: Can I buy shares using the sales proceeds, from the stocks I sold on the same day?
A: Yes. Once your sell order has been executed, the funds can be used immediately to buy shares.
 
 
Q: How long does the securities order last?
A: The securities trading order will stay valid until the end of the trading day unless a cancellation is received.
 
 
Q: How do I know the transaction status of my securities trading order?
A: 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).
 
 
Q: What is the settlement procedure for mobile securities trading?
A: 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 Wing Hang. This is to ensure that all the dividend and bonus shares are credited to your custody account.
 
 
Q: How many free real-time stock quotes offered?
A: You are entitled with 300 times free real-time stock quote per month in Mobile Banking separately.
 
 
Q: If there is an incoming call, what will happen when I am placing an order?
A: 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.
 
 
Q: Is there any limitation for placing the Foreign Currency & Gold Buy/ Sell Order?
A: 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.
 
 
Q: Is there any minimum transaction amount requirement for placing the Foreign Currency & Gold Buy/ Sell Order?
A: Yes. (Please refer to the Minimum Transaction Amount Table)
 
 
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 one calendar day before maturity. Otherwise, the principal and accrued interest would be automatically renewed for the same tenor.
 
 
Q: Is there any minimum deposit amount requirement for placing the Time Deposit?
A: Yes. (Please refer to Minimum Deposit Amount Table)
 
 
Q: What is ePayment Service?
A: With ePayment Service, customer can make payment to more than 600 major merchants.
 
Q: Can I use credit card to pay bill?
A: Yes. You can use HKD deposit account or OCBC Wing Hang Credit Card account to pay bill. A handling fee will be charged for payment by credit card to designated merchants.
 
 
Q: Can I make new bill payment via Mobile Banking?
A: This service allows making payment via Bill Template only.
 
 
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.
 
 
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 stop cheque payment?
A: Yes, a handling charge for stop cheque payment will be levied. For details, please refer to the current account section of OCBC Wing Hang Service Fees.
 
 
Q: Is it secure to perform transactions through Mobile Banking Services?
A:
Our Mobile Banking Service provides the following security measures to ensure your banking information and account details are secure.
   
a. 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.
   
b. Mobile 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) 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.
   
d. You should check if the domain name (m.ocbcwhhk.com) is correct.
   
 
 
Q: Can I exit Mobile Banking Service by simply close the browser?
A: 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.
 
 
Q: Can I change my User ID and PIN via Mobile Banking?
A: You may change your User ID or PIN online by selecting "Change of User ID" or "Change of PIN" under the "Other Services" section.
 
 
Q: How can I re-activate the disabled account service?
A: 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.
 
 
Q: What are the minimum system requirements for using Mobile Banking Services?
A: The minimum system requirements for using Mobile Banking Services are as follows:
iOS iOS 9, iOS 10 and iOS 11
Android Android 5.0 to Android 8.0
 
 
3. Settings of Mobile Handset
Q: Why an error message "Please enable Javascript and Cookies on the browser." is shown when I try to logon to Mobile Banking Services?
A: 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".
 
 
Q: Why an error message "Service is temporary not available" is shown when I try to logon to Mobile Banking Services?
A: Personal eBanking Services are not available for approximately half an hour from 8:00pm on each business day for data update.
 
 
Q: When I am using Samsung Galaxy Tab to trade securities, why can't I find the "." Key?
A: Please change the input method to "Swype" or "Samsung Keyboard".
 
 
4. Transaction Status 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".
 
 
5. Account Enquiry
Q: How can I check the balances of my registered accounts?
A: You can enquire your registered accounts balance and transaction history by clicking the "Account Enquiry" button.
 
 
Q: What is the maximum days of transaction history I can attain for my registered accounts?
A: You can enquire the last 60 days activities for Current, Passbook Savings, Statement Savings, Overnight Plus, Foreign Exchange Margin Trading and Securities accounts, and up to last statement date activities for Credit Card account.
 
 
Q: Can I enquire the transaction performed today?
A: Yes, you can enquire the transaction through "Today Activities".
 
 
6. eStatement & eAdvice Service
Q: What is eStatement & eAdvice service?
A: To encourage green living and paper saving, OCBC Wing Hang 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
 -     Overnight Plus Account Statement
 -     Integrated Account Statement
 -     Premier Banking Statement
Investment  -     Investment Account Statement
 -     Securities Account Statement
 -     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)
 -     Confirmation of Structured Deposit
 -     Daily Activities of Structured Deposit Account
Card  -     Credit Card Account Statement
 -     Cash Card Account Statement
 -     e-Money Loan Card Account Statement
 -     Revolving Credit Account Statement
 
 
Q: Is there any charge for using eStatement & eAdvice Service?
A: Our eStatement & eAdvice Service is free of charge.
 
 
Q: Do I need to register for eStatement & eAdvice Service?
A: This service is only applicable for customers of Personal eBanking and the relevant account(s) should be added to the Personal eBanking service.
 
 
Q: How can I view my eStatement & eAdvice?
A: Simply logon to Internet Banking to view, print and download up to the past 7 yearsˇ¦ 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 download up to the past 7 yearsˇ¦ 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 via Internet Banking (Security Device is required) 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.
 
 
7. Fund Transfer
Q: What should I pay attention to before confirming a fund transfer instruction?
A: 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.
 
 
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 Personal eBanking Services?
A: 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 Wing Hang Accounts
Telegraphic Transfer
CHATS
HK-Macau Instant Remittance
e-Cheque Issuance
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 10,000
^ This is the Maximum Daily Transaction Limit of Non-registered Account Transfer.
*ePayment Service Total Limit is shared among all payment types.
#Maximum exchange limit for each foreign currency and gold exchange transaction is HKD1,000,000 or equivalent. Minimum transaction limit for foreign currency exchange is HK$20 or equivalent. The calculation for equivalent HKD is based on the average exchange rate of the withdrawal currency during the previous business day.
 
 
Q: Can I reduce the daily limit myself?
A: 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.
 
Q: Can I input any special characters in Customer Reference?
A: Only alphanumeric characters are allowed.
 
Q: What if my PC gets disconnected from the Internet in the transaction processing by accident? How will I know whether that transaction has been completed or not?
A: 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.
 
Q: How long I can 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 one day prior to 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 "NACT"?
A: NACT enables customers to transfer fund to or collect fund from pre-registered third party accounts (including OCBC Wing Hang accounts and other local bank accounts) via Internet Banking or Mobile Banking (applicable to personal customers only).
 
 
Q: When will the fund to be credited to the beneficiary's account for NACT?
A: 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.
 
 
Q: Can I make card payment through Personal eBanking Services?
A: Yes, you can make card payment to your registered OCBC Wing Hang Credit Card Account.
 
 
Q: What is "Third Party Account Transfer"?
A: "Third Party Account Transfer" allows you to transfer fund from your accounts to other non-registered OCBC Wing Hang accounts. The transfer can be made either same currency or exchange.
 
 
Q: What kind of accounts can be the debit or credit account of "Third Party Account Transfer"?
A: Only Current, Passbook Savings and Statement Savings accounts were accepted.
 
 
Q: When will the fund be credited at the Beneficiary's account for Third Party Account Transfer?
A: The fund will be credited to the Beneficiary's account once the transaction is executed.
 
 
Q: Is it necessary to apply the "Third Party Account Transfer"?
A: 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.
 
 
Q: Is there any daily transaction limit for "Third Party 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). And the said limit is shared by transferring fund to other OCBC Wing Hang accounts and other bank accounts, Non-registered CHATS, Non-registered Telegraphic Transfer and Non-registered HK-Macau Instant Remittance.
 
 
Q: Can I adjust the daily limit of "Third Party Account Transfer"?
A: 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.
 
 
8. eDeposit
Q: What is "eDeposit" service?
A: "eDeposit" Service provides you with real-time fund transfer from other local banks' HKD accounts to OCBC Wing Hang HKD savings, current, statement or credit card account through our Internet Banking Services.
 
Q: How to apply "eDeposit" service?
A: 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".
 
 
Q: How to open PPS Account and set up an PPS Internet Password?
A: 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.
 
 
Q: What is the service hour of "eDeposit" service?
A: "eDeposit" service is a 24-hour service.
 
 
Q: Is there any cut-off time for "eDeposit" service?
A: 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.
 
 
Q: Is there any service fees for "eDeposit" service?
A: "eDeposit" service is free of charge.
 
 
Q: What is the transaction limit of "eDeposit" service?
A: The minimum transaction limit is HKD500 and the maximum transaction limit depends on your PPS account limit.
 
 
Q: What types of OCBC Wing Hang accounts would accept the deposit from "eDeposit" service?
A: Only HKD savings, statement, current and credit card accounts would be accepted.
 
 
Q: How do I know whether a "eDeposit" transaction was accepted?
A: After each transaction, you can enquire your transaction through our Internet Banking Services and you may print out the confirmation page for future reference.
 
 
9. Foreign Currency & Gold Buy / Sell Order
Q: Is there any limitation for placing the Foreign Currency & Gold Buy / Sell order?
A: 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.
 
 
Q: Is there any minimum transaction amount requirement for placing the Foreign Currency & Gold Buy / Sell order?
A: Yes, the transaction amount of buy/sell order are restricted as follows:
Currency / Gold Minimum Withdrawal Amount Increment in Multiple of
HKD RMB
50,000 5,000
GBP EUR 5,000 500
USD CAD AUD CHF NZD SGD
10,000 1,000
NOK SEK DKK
50,000 5,000
THB 200,000 20,000
JPY 1,000,000 100,000
99 Gold / 9999 Gold 5 Taels 1 Tael
Gold Maple Leaf / Ounce Gold 5 Ounces 1 Ounce
 
 
 
10. 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 one calendar day before maturity. Otherwise, the principal and accrued interest would be automatically renewed for the same tenor.
 
 
Q: Is there any minimum deposit amount requirement for placing the Time Deposit through Internet / Telematic Banking?
A: Yes, the minimum deposit amount of Time Deposit is listed as follows:
Currency Minimum Deposit
(in original currency)
Australian Dollar AUD 1,000
New Zealand Dollar NZD 1,000
Canadian Dollar CAD 1,000
US Dollar USD 12,500
Pound Sterling GBP 500
Japanese Yen JPY 100,000
Swiss Franc CHF 1,000
Euro EUR 1,000
Norwegian Kroner NOK 5,000
Danish Kroner DKK 5,000
Swedish Kroner SEK 5,000
Singapore Dollar SGD 1,000
Thailand Baht THB 20,000
Hong Kong Dollar HKD 50,000
Renminbi CNY 20,000
 
 
11. ePayment
Q: What is ePayment Service?
A:

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.

 
 
Q: Can I use credit card to pay bill?
A: Yes. You can use HKD deposit account or OCBC Wing Hang Credit Card account to pay bill. A handling fee will be charged for payment by credit card to designated merchants.
 
 
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. (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.
 
 
Q: What is Electronic Bill Presentment & Payment Service?
A: 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.
 
12. 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), 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.
 
 
Q: What kinds of remittance are available through Internet Banking Services?
A: You can make Telegraphic Transfer, CHATS including HKD, USD & EUR and HK-Macau Instant Remittance via Internet Banking Services.
 
 
Q: What are the differences between Registered Remittance and Non-registered Remittance?
A: 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).
 
 
Q: When will the TT / CHATS instruction be executed?
A: 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.
 
 
Q: When will the beneficiary receive the fund?
A: 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.
 
 
Q: How can I know the TT / CHATS instruction being executed and when can I get the receipt?
A: A message with transaction reference number will be posted at "Message Box" upon submission of the TT / CHATS instruction for notification. An official receipt will be mailed directly to your correspondence address.
 
 
13. e-Cheque service
Q: What is e-Cheque?
A: 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.
 
 
Q: What currencies are supported for e-Cheque?
A: HKD, USD and RMB.
 
 
Q: Is there any charge for using e-Cheque Services?
A: e-Cheque Issuance & e-Cheque Deposit Services are free of charge. However, service fees might be levied in other e-Cheque Services, e.g. stop payment of an issued e-Cheque. The same fees are applicable to e-Cheque and Paper Cheque. For details, please refer to the current account section of OCBC Wing Hang Bank Service Fees.
 
 
Q: Who is eligible to use e-Cheque Issuance Service?
A: Customers who have opened a current account and registered for Internet Banking with Non-registered Third Party Account Transfer Service can enjoy the eCheuqe Issuance Service. For joint account customers, it is also required to apply the service by submitting eBanking Services - Alteration Request Form which must be signed by all accounts holders to any of our branches. e-Cheque issuance by joint account is available for single signing only.
 
 
Q: Can I still be able to use paper cheque?
A: Yes.
 
 
Q: What is the validity period of an e-Cheque?
A: The e-Cheque will be valid for 6 months from the Cheque Date.
 
 
Q: Can I issue a back-dated e-Cheque?
A: No, back-dated e-Cheque is not allowed.
 
 
Q: Can I issue a post-dated e-Cheque?
A: Yes, you can issue a post-dated e-Cheque up to 3 months from the issue date.
 
 
Q: Can I issue bearer cheque or cash cheque for e-Cheque?
A: No, an e-Cheque must be addressed to a payee and deposited to the payee's bank account. Besides, it cannot be exchanged for cash over the bank counter.
 
 
Q: Can I edit the details of e-Cheque after submitting to issue?
A: No amendment is allowed after e-Cheque is submitted for issuance.
 
 
Q: How can I download the e-Cheque file again after issuance?
A: You can go to e-Cheque Issuance History to search and download the issued e-Cheque file.
 
 
Q: Can I stop an issued e-Cheque?
A: You can use the Stop Cheque function under Cheque Services on Internet Banking by inputting the e-Cheque number. A handling charge will be levied which is the same as for paper cheque. For details, please refer to the current account section of OCBC Wing Hang Bank Service Fees.
 
 
Q: How to deposit e-Cheque to OCBC Wing Hang?
A: You can deposit e-Cheque to OCBC Wing Hang 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).
 
 
Q: How can I check the details & status of the issued e-Cheque?
A: You may check the status of the issued e-Cheque in the past 6 months via e-Cheque Issuance History in Internet Banking.
 
 
Q: Is there a maximum cheque amount of e-Cheque issuance?
A: Yes, the amount is subject to your daily transfer limit of non-registered accounts in Internet Banking, while the limit is shared by all kinds of Non-Registered Account Fund Transfer, including OCBC Wing Hang and Other Bank Account Transfer, Telegraphic Transfer, CHATS etc. For details, please refer to Fund Transfer.
 
 
Q: Do I need to install any software in order to view e-Cheque PDF file?
A: Customers are required to install Acrobat Reader and Traditional Chinese Font Pack on personal computers to view PDF file of e-Cheque.
 
 
14. 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 stop cheque payment?
A: Yes, a handling charge for stop cheque payment will be levied. For details, please refer to the current account section of OCBC Wing Hang Bank Service Fees.
 
 
15. Requisition
Q: How many cheque books I can request at the same application?
A: You can request up to 5 cheque books per application.
 
 
Q: What types of cheque book can I request for?
A: A bearer type cheque book will be given for HKD current account. An order type cheque book will be provided for USD current account.
 
 
16. Other Services
Q: Can I change my User ID and PIN?
A: You may change your User ID or PIN online by selecting "Change of User ID" or "Change of PIN" under the "Other Services" section.
 
 
Q: For the first time login, do I need to change the PIN?
A: For the first time login, you are required to change your User ID and PIN.
 
 
Q: What can I do if I forget my User ID / PIN?
A: You should re-issue your User ID and PIN by submitting the OCBC Wing Hang 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.
 
 
Q: What will be happened if I enter an incorrect PIN?
A: Your service will be suspended if you enter incorrect PIN for 5 times consecutively. You are required to submit the OCBC Wing Hang eBanking Services - Alteration Request Form to reissue your PIN.
 
 
Q: How can I re-activate the suspended account service?
A: 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 Wing Hang 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.
 
 
Q: What is "Overseas ATM Cash Withdrawal Service"?
A: 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.
 
 
Q: How can I activate, edit or deactivate "Overseas Cash Withdrawal Service"?
A: 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.
 
 
Q: Can I re-register after suspending the use of Personal eBanking Services?
A: Yes, you can choose to temporarily suspend your Personal eBanking Services by submitting the OCBC Wing Hang eBanking Services - Alteration Request Form to any of our branches. You may also resume your services thereafter by submitting the OCBC Wing Hang eBanking Services - Alteration Request Form. A new set of User ID / Telematic code and PIN will be reissued.
 
 
Q: What is the service fees for Personal eBanking Services?
A: 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 Wing Hang Bank Service Fees.
 
 
17. Investment
Q: What are the services provided by "Investment" services?
A:

"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

^Only applicable to customers who have registered the investment account and/or currency 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

 
 
Q: What type of investment products can I trade through "Securities" services?
A: All securities and warrants listed on the Hong Kong Exchange and Clearing Limited can be traded in "Securities" services.
 
 
Q: What should I pay attention to before I place a securities trading order?
A:

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, 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.

 
 
Q: How can I check the available balance of my settlement account?
A: 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".
 
 
Q: How can I check the net quantity for trade of the securities?
A: 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".
 
 
Q: How can I inquire the stock price for securities order placement?
A: 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.
 
 
Q: Can I sell shares bought on the same day?
A: Yes. Once your purchase order has been executed, you can sell the shares thereafter.
 
 
Q: Can I buy shares using the sales proceeds from the stocks I sold on the same day?
A: Yes. Once your sell order has been executed, the funds can be used immediately to buy shares.
 
 
Q: How can I be sure that the securities order has successfully reached OCBC Wing Hang?
A: 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.
 
 
Q: How long does the securities order last?
A: The securities trading order will stay valid until the end of the trading day unless a cancellation is received.
 
 
Q: How do I know the transaction status of my securities trading order?
A: 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.
 
 
Q: What is the settlement procedure for online securities trading?
A: 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 Wing Hang. This is to ensure that all the dividend and bonus shares are credited to your custody account.
 
 
Q: Can I place order by email instead of the online trading system?
A: The Bank do not accept securities order through email. Indeed, email is not a secure communication method.
 
 
Q: What is Enhanced Limit Order?
A: 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.
 
 
Q: How many free real-time stock quotes offered?
A: You are entitled to 300 times free real-time stock quote per month. For OCBC Wing Hang 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.
 
 
18. Foreign Exchange Margin Trading
Q: What are the services provided by "FX Margin Trading" services?
A:

"FX Margin Trading" services provide you with various online services, including:

Margin Trading Account Balance Enquiry
Margin Trading Account History Enquiry
Outstanding / Setoff transaction Enquiry
Margin Deposit / Withdrawal

 
 
Q: What is "Currency Transfer"?
A: "Currency Transfer" allows you to transfer fund from one currency to another currency under same Margin Trading account. It facilitates you to settle the outstanding interest payable amount for the setoff transaction. The currency transfer should be made in either HKD or USD.
 
 
19. Two-Factor Authentication
Q: What is Two-Factor Authentication?
A: 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.
 
 
Q: What are online high-risk transactions?
A:

Below transactions are classified as online high-risk transactions:

  • Non-registered Third Party Account Transfer (include OCBC Wing Hang 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
 
 
Q: What is a Security Key No.?
A: 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.
 
 
Q: Do I need to pay for the Security Key service?
A: 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.
 
 
Q: Do I need to register for the Security Key service?
A: Yes, you have to register your mobile phone number for receiving the Security Key No.
 
 
Q: Can I request for re-sending the Security Key No.?
A: If the Security Key No. is expired or you cannot receive it 100 seconds after inputting the instruction, you can re-input the instruction.
 
 
Q: What should I do if I changed my mobile phone number?
A: You should inform the Bank your new mobile phone number immediately.
 
 
Q: What should I do if my mobile phone is lost or stolen?
A: You should inform your mobile service provider and the Bank at once.
 
 
Q: What is Dual Password?
A:

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)

 
 
20. 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 Personal e-Banking account is linked to one Security Device only.

OCBC Wing Hang Personal 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: What is a Serial Number?
A: 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.
 
 
Q: Why do I need the Security Device?
A: 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.
 
 
Q: When do I need the Security Device?
A: 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
- e-Cheque Issuance
- Overseas ATM cash withdrawal setting
- View and Set Transaction Limits
- Change of E-mail Address

 
 
Q: How can I apply for a Security Device?
A: 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.

 
 
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 $100 fee.
 
 
II) Activation
Q: What should I do after I have received the Security Device?
A: You should activate the device as soon as possible.
 
Q: How to activate a Security Device?
A: 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)

 
 
III) Using e-Banking with Security Device
Q: What transaction specific information do I need to enter into my Security Device when I am performing designated e-Banking transactions?
A: 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:
Identity Number Instructions Example Input
HKID number Enter all digits, except all non-numeric characters and the number in bracket. A123456(7) 123456
Passport number / Chinese ID number Skip all non-numeric characters. Enter the first 6 digits. A12345678 123456
Beneficiary account number / Bill account number / Debtor reference Instructions Example Input
With 8 or more digits Enter the last 8 digits only. 123-4-567890
01234567
34567890
01234567
With 4-7 digits Enter all digits. 123456 123456
With 0-3 digits Verification is not applicable at Personal e-Banking. Please perform your transaction at any of our branches. 123
AB12CD3E
N/A
Comprising numeric and non-numeric characters Skip all non-numeric characters. Enter the digits into the Security Device. 00123A45B678E9
A12233
23456789
12233
 
 
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 3199 9188.

 
 
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 contact our Customer Service Hotline at 3199 9188 for reactivation.
 
 
IV) Troubleshooting
Q: What should I do if my Security Device is lost / stolen?
A: 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").
 
 
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 request for replacement via Internet Banking (Go to "Other Services" -> "Request Security Device").
 
 
Q: Do the buttons "" and " " indicate any special functions?
A: There are no particular usages associated with these buttons at this moment.
 
 
21. System Requirement
Q: What is the minimum system requirement for the use of Personal eBanking Services?
A:

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

 
 
22. Security
Q: Is it secure to perform transactions through Personal eBanking Services - Internet Banking Services?
A:

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

a. 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.
b. Internet Banking Services will be automatically terminated if there is no activity for 10 minutes in order to protect against unauthorized access.
c. 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.
d. 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 Wing Hang 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).
e. Automatically reduce transaction limit
Transaction limit for "Non-registered Third Party Account Transfer" (including OCBC Wing Hang 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.
f. 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.
 
 
 
Q: What should I do to reinforce security?
A:

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:

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 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.
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 that are available for public access (e.g. Cyber Cafe).
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 our website by clicking the 'Lock' icon at the browser's address bar.
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 Customer Service Hotline at 3199 9188.
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. Keep your User ID and PIN well to prevent them from being stolen.
p. To protect your interest, we suggest you destroying the PIN documents after memorizing the PIN.
q. Do not keep any written record of the User ID and PIN near the computer.
r. Do not disclose your User ID and PIN to anyone else including our staff.
s. Do not write down or record your PIN without disguising it.
t. Do not allow others to use your User ID and PIN.
u. Do not use easy accessible number or data such as your birthday, ID or personal telephone number as your User ID or PIN.
v. Do not use the same set of User ID or PIN from other Internet site.
w. 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.
x. Change your PIN and check the security advice through our website (http://www.ocbcwhhk.com) from time to time.
y. Change your User ID or PIN periodically. For example every 30 or 60 days.
z. Always contact us immediately if you lose your User ID or PIN, or suspect your Internet Banking account is stolen.
 
 
Q: Do I need to inform the Bank if I have changed my contact phone number and/or correspondence address?
A: 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.
 
 
Q: Can I exit Internet Banking Services by simply double clicking the button at the top right hand corner of the browser?
A: 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.
 
 
Q: How do I know I have accessed to the web page of Personal eBanking Services - Internet Banking Service that belongs to OCBC Wing Hang?
A: 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.
 
 
Q: What should I do if I want to enable the TLS feature?
A:

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

 
 
23. Faster Payment System
Q: What is FPS?
A: 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.
 
Q: Is there a charge for FPS Account Binding?
A: Currently, charge is waived for FPS Account Binding.
 
Q: Who is eligible for FPS Account Binding?
A: 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.
 
Q: If I have multiple accounts in OCBC Wing Hang Bank, which account will be used to receive money via FPS?
A: 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 Wing Hang Personal e-Banking.
 
Q: How long does it take for FPS Account Binding be effective?
A: In general, the FPS Account Binding will be effective in few seconds, you can access ˇ§FPS Account Bindingˇ¨ in Personal e-Banking to check the registration status.
 
Q: How many receiving account can be bound with each proxy ID (mobile number or email address)?
A: Each proxy ID (mobile number or email address) can bind with one HKD and one CNY receiving account respectively.
 
Q: Can I use my oversea mobile number to register FPS?
A: FPS Account Binding is only applicable to Hong Kong mobile number.
 
Q: Which type of currency can I select for receiving fund via FPS?
A: Currently FPS also can support HKD and RMB fund transfer services.
 
Q: What type of account can I bind for FPS receiving account?
A: FPS binding account only accept savings or current account of HKD/CNY.
 
Q: Can I register FPS at branches?
A: FPS Account Binding can only be done via OCBC Wing Hang Personal Internet Banking.
 
Q: Can I cancel my FPS Account Binding record which registered with other banks?
A: You can access "FPS Account Binding" in OCBC Wing Hang Personal Internet Banking to cancel your FPS Account Binding record in other banks.
 
Q: If I cancelled my FPS Account Binding in OCBC Wing Hang, will the setting of default receiving bank be affected?
A: Assume you have set your OCBC Wing Hang Bank as default receiving banking, once you cancelled that registration in OCBC Wing Hang Bank, the latest registration of other bank record with the same proxy ID shall take up as default receiving bank.
 
Q: Can I view the registration or de-registration record of each proxy ID?
A: You can access "FPS Account Binding" in OCBC Wing Hang 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.
 
Q: Can the outward payment be reversed?
A: If it is an instant transfer instruction, once the instruction is placed and processed, it cannot be cancelled or reversed.
 
Q: Is there a charge for a transfer via FPS?
A: Currently the charge is waived for making an inward/outward payment by using FPS.
 
Q: When will the payee receive my payment?
A: 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.
 
Q: What is the service hour for FPS?
A: 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.
 
Q: Can I transfer foreign currency to other local bank by FPS?
A: Currently, FPS support HKD and RMB transfer only.
 
Q: How can I transfer money using payeeˇ¦s Mobile Number, Email Address or FPS Identifier via FPS?
A: You can use FPS Small Value Transfer to conduct real-time interbank transfer to the payeeˇ¦s account by using the payeeˇ¦s Mobile Number, Email Address or FPS Identifier (depending on the payeeˇ¦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.
 
Q: I was told by my friend that just provide my mobile number/email address to payer, I can be received the payment to my OCBC Wing Hang Account, is it correct?
A: Before providing your mobile number, email address to the payer, you need to register FPS and set a receiving account through OCBC Wing Hang Personal Internet Banking in advance. Hereafter, payer can transfer to your default receiving OCBC Wing Hang account by your mobile number, email address or FPS Identifier.
 
Q: I am expecting to receive a payment to my OCBC Wing Hang Account and have been waiting for longer than 24 hours, what should I do?
A: 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.
 
Q: Can I still proceed an outward payment via Clearing House Automated Transfer System (CHATS)?
A: 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.