Protecting Your Debit Card

Keeping the debit card properly is very important for your account security. If your card is lost or card information is leaked out, you may suffer from counterfeiting and even financial losses. So please beware of the following items while applying for or using the debit card:

  • When applying for a debit card, please truthfully fill in the application form and provide your actual personal information, and ensure to register your own mobile or frequently used phone number in the bank. You are also advised to register our e-alert service for card transactions.

  • Upon receipt of the debit card, please sign your name on the back of the card immediately, and make sure your signature is clear and long-lasting. Please avoid your card being damp, greasy or chemically corroded. Your signature is very important because the merchants and the bank will verify it while accepting your card transactions.

  • Never give your debit card or ID to anyone else for keeping, and do not rent or lend your debit card to others.

  • Debit card, ID and any medium recording PIN (Personal Identification Number) should be kept separately to prevent the theft of your funds by others if all of them are lost at the same time. Please avoid placing your debit card in public areas such as car and office, or in your unaccompanied baggage for consignment.

  • Please ensure all transaction slips to be kept properly. Do not reveal the debit card number, expire date and other information to strangers or reply to any suspicious mail or SMS (Short Message Service) message requesting such information, and do not leave such information on public computers. Please do not click those unfamiliar links or scan suspicious QR (Quick Response) codes and never enter sensitive information such as debit card numbers.PIN is a vital identity certification in the transaction process of self-service channels. A debit card that reveals the PIN is just like an unlocked safe. Therefore please pay special attention to the setting and keeping of your PIN:

Protecting Your PIN
  • Please do not set the password which is too simple or related to your personal information so that it’s easily deciphered by others, such as 123456, your own or your family’s birthday, ID number, house number, phone number, and QQ number etc.

  • Please do not to use the same PIN for all services to avoid the theft of the bank card PIN due to the leakage of such PIN; it is strongly recommended to set different PINs for bank card and Internet Banking.

  • Please keep your PIN properly and safely and change it irregularly, and avoid storing the PIN in the computer or mobile phone connected with network, e-mail and other places where it might be easily captured by criminals. If you find the PIN has been leaked or there is a risk of disclosure, please call our customer service hotline at 40089 40089 (China’s mainland) /+86 755 2583 3688 (Hong Kong, Macao, Taiwan and overseas) to report your loss of debit card, or visit our branch to change or reset the PIN.

  • Please note that no one, any institution or organization, including our staff, has the right to know your PIN; you can refuse any request for your PIN and be cautious against criminals pretending as bank staffs or police for your PIN.

Using ATMs Safely
  • ATM is a self-service device that can provide 24-hour convenient services for cardholders such as cash deposit and withdrawal, funds transfer, etc. and it’s also coveted by criminals. For security reasons, you’re advised to follow the tips below while using an ATM: No PIN is required for the self-service banking access control; remember not to enter your PIN on any devices except the keypad of ATM.

  • Please be alert to any suspicious accessories or notices on the ATM when using your debit card on an ATM, such as attachment at the card slot, micro camera, fund transfer prompt and suspicious notice posted declaring "Breakdown", "Upgrade", Maintenance”, and “Out of Service”. If you notice anything suspicious, please do not use the ATM and ask the bank staff for help or call the bank’s service hotline immediately.

  • Please beware of any suspicious person surrounding you while using an ATM. Do not accept enthusiasts’ assistance or others’ inquiries to avoid distractions and even the debit card being switched or banknotes being stolen.

  • Please ensure the dispensing slot and keypad has nothing suspicious before withdrawing cash from the ATM. Please cover the keypad with your hand when entering your PIN to prevent it being captured by the criminals directly or by the micro camera.

  • If the ATM does not dispense banknotes or your debit card is retained at an ATM, please do not leave immediately and pay attention to the instruction on the screen. Please do not trust any consultation phone number posted on the ATM except the bank’s service hotline. If your card is really retained at the ATM, please can ask for assistance from the related bank and retrieve the card according to its regulations.

  • Please distinguish the notices posted by the bank from others. Do not trust any consultation phone number posted on the ATM, and do not follow any instruction asking you to transfer funds to the designated account. Please seek for assistance from the related bank’s staffs or customer service hotline, or call the police if necessary.

  • When leaving the ATM, please don't forget to take your bank card and banknotes, and check the card to avoid being replaced. Besides the ATM cash withdrawal procedure in many countries and regions is that the card will be returned before cash is dispensed, which is different from the domestic procedure, so please pay special attention to the operation of cash withdrawal. Please ensure the transaction slips to be properly kept or destroyed in time. Please beware of following tips while paying with debit card:

Payment at Merchants
  • Please keep your card in sight, pay attention to the cashier’s operation and check if the device has any suspicious setting. In case of repeated card swiping and request for entering the password repeatedly, please make sure that no duplicate transactions have occurred.

  • Please cover the keypad with your hand when entering your PIN to prevent others from peeking. Please keep any SMS OTP (One Time Password) properly and refuse any request for your PIN and OTP.

  • Before signing the sale slip, make sure the card number, amount and currency are correct. Remember to take your card & sale slips back after the transaction, and check the card returned by the cashier to avoid being replaced.

  • Never sign any blank or unfilled sale slip. If the slip needs to rewritten due to an error, the store staff can be required to tear up the original slip. Please ensure all slips should be properly kept or destroyed in time.

  • You’re advised to activate the payment function of your debit card and set the reasonable transaction limits according to your payment need and habit. Here are some more precautions and security tips for keeping or using your debit card:

Risk Prevention
  • If your debit card is lost or stolen, please immediately notify the bank via customer service hotline at 40089 40089 (China’s mainland) or +86 755 2583 3688 (Hong Kong, Macao, Taiwan and overseas) to report your loss orally, and call the police at 110 if necessary, then go to the issuing bank with your valid ID as soon as possible to complete the written loss reporting and other procedures.

  • Please keep your phone available and ensure you can be contacted timely in case of emergency. If there is any change in your personal contact information (such as phone number, address etc.), please notify the bank of the change in time.

  • You’re advised to check the relevant transaction notification via SMS and your statement in time. If there is anything unknown or suspicious, please contact the bank immediately.

  • Please be cautious against all kinds of bank card fraud. If there is any question during the use of our debit card, you should directly call our customer service hotline at 40089 40089 (China’s mainland) or +86 755 2583 3688 (Hong Kong, Macao, Taiwan and overseas), or visit the bank for consultation.