FAQS-OCBC China

General

Are there any requirements for applying for personal Internet Banking?

An individual customer, who has already had a RMB/FCY savings or current account of our bank or has had a joint RMB/FCY savings or current account of our bank (with the signing authority by any account holder’s signature) may visit any one of our personal banking service branches to apply for personal Internet Banking with valid personal identification and mobile phone number registered by himself real name and ID.

Can I use an overseas mobile phone number to register for Internet Banking?

Yes, you can visit any one of our personal banking service branches with your valid identification and the mobile phone number registered by yourself real name and ID to apply for personal Internet Banking with SMS OTP for verification.

If I do not carry the token with me, can I still use Internet Banking?

Yes, you can choose SMS OTP for verification when logging in. Click "Obtain SMS OTP" and enter the SMS OTP that the system sends to the default mobile phone number you have registered with the bank to log in and use Internet Banking.

How long is the validity period of the initial Internet Banking login password?

The initial Internet Banking login password is valid for 15 days. If it is not used within this period, you can either use "Forget Password" function on the personal Internet Banking login page or visit any one of our personal banking service branches with your valid identification for login password resetting.

How many times can SMS OTP/Token OTP be entered incorrectly before the personal Internet Banking account is locked?

If SMS OTP/Token OTP is entered incorrectly 3 consecutive times, your Internet Banking user account will be locked for the day. It will be automatically unlocked at midnight the next day. Alternatively, you can visit any one of our personal banking service branches during working hours on the same day to request unlocking.

How many times can the power-on password of a token be entered incorrectly before it gets locked? What should I do after it is locked?

If the power-on password of a token is entered incorrectly 3 consecutive times, the token will be locked. You can log into our official website (www.ocbc.com.cn), click “Personal Banking” in the drop-down menu under Login on the right side of the homepage to enter the personal Internet Banking login page, and click “Unlock Token” to apply for unlocking.

If the personal Internet Banking login page cannot be opened, you can click “Line Switching” below “Personal Banking” in the drop-down menu under Login on the right side of the homepage to access the login page.

If you have not completed the initial login to Internet Banking and password change, please log in to Internet Banking first by SMS OTP, change the initial password, and then unlock the token.

Where can I check my account balance and transaction details? Can I view all my accounts and their balances?

You can log in to our personal Internet Banking, click on “My Account” and “Transaction Enquiry” to view your account balance and transaction history. You can check all your current accounts, time deposit accounts and call deposit accounts.

Why did the system automatically log me out and ask me to log in again when I was using personal Internet Banking today?

To ensure the security of customer transactions, if you log in to personal Internet Banking but do not perform any operation within 5 minutes, the system will automatically log you out. In addition, if you use personal Internet Banking continuously for more than 2 hours, you will also be forcibly logged out and need to log in again to continue using the service.

Can I change or reset my login password?

Yes, you can log in to our personal Internet Banking, click on “Security Center”, and then select “Change Login Password”. You can also reset your password by yourself through “Forget Password” on the personal Internet Banking login page.

OCBC Group