Personal Internet Banking Service FAQ

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Mariah Wheeler
5 years ago
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1 Personal Internet Banking Service FAQ 1. How do I apply for BOCNET (Bank of China Internet Banking Service)? In order to apply for the Service, you must have at least one account (savings account, current account, time deposit account, loan account) in single name with Bank of China (Malaysia) Berhad (the "Bank") (not applicable for joint account). Please complete the Bank's Internet Banking Service Application Form and visit the Bank's counter at any of our branches during office hours together with your valid identity card or passport (if any). When your application for the Service over the counter at any of our branches has been approved, you will be able to collect your User ID,PIN Mailer and E-Token over the Bank's counter. 2. Do customer allow to apply BOCNET via non over the counter channel? Customer only allows to apply the BOCNET service over the counter. 3. What are services available on Bank of China Internet Banking (BOCNET)? Personal Internet Banking Service We provide a wide range of personal Internet banking services for your convenience: Check the balances and transaction records of your accounts; Transfer funds between accounts maintained with the Bank; Register or cancel your accounts with the Service; Set up a personalized nick-name for your designated account for the Service; Check current transaction(s); Check your Internet banking transactions records; Oversea Remittances; Placement and withdrawal of Fixed Deposit; Stop cheque payment; Change of password.

2 4. What are the Fees and Charges for BOCNET transactions? In order to encourage customer to perform transaction via BOCNET, there are no fees for current BOCNET transaction. *however, for remittances, fees and charges are applicable, kindly refer to our banks fees and charges table. 5. When can I perform a Fund Transfer? Please see the following table: Transaction Type Transfer to account (Same Currency) within BOCM Transfer to an account (Cross-Currencies) within BOCM Telegraphic Transfer outside Malaysia in USD/ CAD/ EUR/ GBP/JPY/ SGD / AUD / HKD Pre-exchange CNY Telegraphic Transfer to Mainland China Malaysian Time Any time except during the system maintenance period* Business days / Banking Hours 9:15 am - 4:00 pm Business Day means Mondays to Fridays except when a public holiday or other government gazetted holiday occurs on such days. 6. How many accounts can I link to BOCNET channel? You may link maximum 20 accounts to BOCNET; these include savings account, current account, time deposit account, loan account. 7. How can I terminate the Service? You may terminate the Service by submitting the Bank Internet Banking Service Application Form to the Bank, indicating cancellation of the Service. 8. How can I log in to BOCNET?

When your application for the Service over the counter at any of our branches has been approved, you will be able to collect your User ID,PIN Mailer and E-Token over the Bank's counter.

To access the Service and perform secured transactions, please use the User ID, password and the one-time passcode generated by your E-Token. You can access BOCNET (Malaysia) via www.bankofchina.

3 When your application for the Service over the counter at any of our branches has been approved, you will be able to collect your User ID,PIN Mailer and E-Token over the Bank's counter. You can start using the Service upon receipt of the User ID, password and an E-Token. To access the Service and perform secured transactions, please use the User ID, password and the one-time passcode generated by your E-Token. You can access BOCNET (Malaysia) via Read and understand the Personal Internet Banking Security Alert, click Understand & Confirm Login Internet Banking icon to proceed for BOCNET login. BOCNET uses a Security Applet to protect your User ID and password. On your first login, the following page will show up, indicating that you need to install the Security Applet. Please select

After you have completed the Security Applet installation, you may be

4 "Click to Install SafeControll" to install the Security Applet. Please select the correct Applet language according to your OS setting. After you have completed the Security Applet installation, you may be prompted by IE to "Enable" or "Don't Enable" the Security Applet the next time you access BOCNET. Please

5 choose ENABLE. The BOCNET Login page with functional Security Applet in shown below. Please input your User ID, password and E-Token OTP. User ID and password are case sensitive, while verification code is not. 9. When I access to the Service, why does it prompt dialog failure?

6 After you have log in to the Service, the system will prompt dialog failure and log you off automatically if you leave it unattended for a long time. If you want to continue using the Service, please log in again. Such design is to prevent unauthorised access to your account if you leave your computer unattended and forget to exit the Service. 10. What is PIN Mailer? BOCNET PIN Mailer content as per below: a) Temporary User ID The temporary User ID is a 9 to 10 digits number that auto generated via BOCS while customer register BOCNET. That number is mainly use for activation of BOCNET, which is also a BOCNET ID for the register customer. b) Temporary Password The temporary password is a combination of 8 alpha numeric pair that auto generated via BOCNS while customer register BOCNET. That combination is mainly use for activation of BOCNET. 11. What can I do if I am not able to log in to BOCNET with the correct BOCNET User ID and password? For security reasons, if you have tried to log in to BOCNET with your PIN/E-Token passcode unsuccessfully for 5 times in a day, your PIN/E-Token will be locked and released the next day. However, if you have tried to log in with your PIN/E-Token passcode unsuccessfully for a total of 15 times consecutively, the PIN/ E-Token will also be locked and you would need to proceed to one of our branches to unlock the PIN/E-Token. If you need to access your BOCNET account urgently, please proceed to any of our branches with a valid identification document to unlock the User ID or E-Token. If you have entered the User ID and PIN correctly but the message is still "password is invalid", please try the following: a) Check your access page to BOCNET and make sure that you see the access page as per the picture below.

7 b) BOCNET uses a security applet to protect your User ID, PIN and E-token passcode. Hence, if you are unable to log in to BOCNET, please remove the control applet and reinstall. You need to be the computer administrator to do this. Please use the following steps to reinstall: Step 1: At Control Panel, select BOC Security Applet and remove it.

8 Step 2: Enter the BOCNET login page and it will prompt you on the applet installation. Click on it and proceed accordingly.

9 Step 3: Close all browsers and log in to BOCNET. c) If you are certain that you have entered the correct website and with the security applet properly installed but still unable to log in, please try to clear your browsing history.

d) If you are still unable to log in after trying all the above, please kindly proceed to our branch for assistance. 12. How do I change my User ID and Password?

10 d) If you are still unable to log in after trying all the above, please kindly proceed to our branch for assistance. 12. How do I change my User ID and Password? You may change your User ID via BOCNET during your 1 st log in. If you would like to change your password, you may log in to BOCNET, go to menu and click service setting and change password. New password will be take effective on the next log in. 13. What is the function of the E-Token? E-Token is a security device that is provided to you to enable you to access BOCNET. It will generate a unique 6-digit passcode, also known as a one-time password (OTP), which is displayed on a small screen on the E-Token, when activated by user. Each OTP has a limited time frame and can only be used once. Hence, please input the OTP within its time span for

11 authentication when you log in to the Service. If not, you will need to re-activate it again to obtain a new OTP. The E-Token generally expires in 3-4 years and replacement can be done over the Bank's counter. 14. What do I need to do if I had lost or misplaced the e-token? For personal customers, your first E-Token will be issued to you free of charge. In the event of lost, theft or negligent damage to the E-Token, please proceed to one of our branches with a valid identification card or passport to request for a replacement. This fee is subject to change. 15. Can the customer view all account overview? After customer login the BOCNTE, you may view all your BOCM accounts summery via Account Overview. 16. Which type of enquiry can be check via BOCNET? Customer can enquiry the following account information: - Saving Account - Time Deposit Account - Current Account - Loan Account (only balance enquiry of loan repayment are available) 17. How long is the transaction statement available? Customer may check the pass 12 month transaction records. 18. How can I link up or de-register my Savings, Current, Foreign Currency, and Loan accounts on my BOCNET? To link the accounts, please follow the follow steps:

Log in to BOCNET and select "My Accounts" followed by "Account Management". Click "Register New Account" and choose the accounts that you want to link into your BOCNET.

12 Log in to BOCNET and select "My Accounts" followed by "Account Management". Click "Register New Account" and choose the accounts that you want to link into your BOCNET. Upon completion, click "Submit". You can also deregister your account that is linked to BOCNET. However, you cannot deregister and register the same account on the same day. 19. How can I perform a Funds Transfer? You can add new payees via BOCNET. You are required to key in an E-Token OTP when submitting third party transfer transactions. 20. How to perform a 3 rd party fund transfer? Before you perform a 3 rd party fund transfer, you may require to maintain / add new payee information. Click Transfer & Remittance > Payee Management > Frequent Use Beneficially. While performing the 3 rd party fund transfer, User is required to key in the Payee Name with Capital Letter and beneficially account number. (Remark: while customer maintain 3 rd party Intra-bank fund transfer information, the account name must be Capital Letter if customer fail to do so, system will auto prompt a massage system do not support this type of account ) 21. When can I perform a Fund Transfer?

13 Please see the following table: Transaction Type Transfer to account (Same Currency) within BOCM Transfer to an account (Cross-Currencies) within BOCM Malaysian Time Any time except during the system maintenance period* Business days / Banking Hours 9:15 am - 4:00 pm Business Day means Mondays to Fridays except when a public holiday or other government gazetted holiday occurs on such days. 22. What is the transfer limit for Funds Transfer? For Personal Internet Banking, the transfer limits is as follows: Transaction Type Transfer to own group of accounts within BOCM Individual (MYR) No Limit Transfer to third party accounts within BOCM 10,000 Remittances to outside Malaysia 10,000 First Party Fixed Deposit Placement and Withdrawal No Limit Currently you are unable to make any changes to the pre-set transaction limit. 23. How to check the foreign currency exchange rate? You may check the foreign currency exchange rate via our web site; however this is for reference only. The actual foreign currency exchange rates occur while you perform a real time transaction. 24. Can I perform a cross currency fund transfer transaction?

14 Yes, you can but it involved foreign exchange rate. The foreign exchange rate will only take effective while you perform a real time transaction. The said fund transfer will only allowed to perform during Monday to Friday Business hours. 25. How do I know the exchange rate for the transactions performed in different currencies? You may click on the Exchange Rate Enquiry option on the transaction page to get the real time exchange rate when you fill in the transfer instruction, but it may differ from the actual rate you get as the exchange rate could change during the time that you take to complete the transaction. Once you have completed the transaction, click Confirm and you will receive a confirmation showing the actual exchange rate applied to the transfer. 26. What is the different between International Remittances and Pre-Exchange Remittances? a) International Remittance is a transfer funds to oversea (remittances) with multi currency. b) Pre-Exchange Remittance beneficially bank must be Bank of China Limited. You may remit to Mainland China from Malaysia with MYR or USD and beneficially will receive CNY. The transactions will be processed on the next business day and received in generally T+3 (excluding Public Holidays), depending on the receiving bank. 27. What are the Fees and Charges for Remittances service? For BOCNET the fees and charges for remittances service are as below: BOCNET Services Remit from MYR AC Transaction RM5,000 Transaction RM5,000 Fees (Each transaction) Outward Remittance (International). Cable fees: RM handling fees:rm2.00. Cable fees : RM30.00 Remit from FCA AC Transaction RM5,000. Cable fees: RM handling fees:rm2.00+ service fees: USD 4.00 Transaction RM5,000. Cable fees : RM service fees: USD 4.00 Outward Remittance (Pre-exchange)

15 Remit from MYR AC Transaction RM5,000 Transaction RM5,000. Cable fees: RM handling fees:rm2.00. Cable fees : RM30.00 Remit from FCA AC Transaction RM5,000. Cable fees: RM handling fees:rm2.00+ service fees: USD Agent Fees: CNY10.00 Transaction RM5,000. Cable fees : RM service fees: USD Agent fees: CNY How to perform international remittance and pre-exchange remittance? For International Remittance, click Transfer & Remittance > Payee Management > Frequent Use International Remittance Beneficially. While you register New Payee kindly fill in Beneficially Name, Beneficially Account Number, Beneficially SWIFT code, and Beneficially Phone Number.

16 For Pre-exchange Remittance, click Transfer & Remittance > Payee Management > Frequent Use Pre-exchange Remittance Beneficially. While you register New Payee kindly fill in Beneficially Name, Beneficially China ID Card Number, Beneficially Account Number, Beneficially SWIFT code, and Beneficially Phone Number. 29. How to check the foreign currency exchange rate? You may check the foreign currency exchange rate via our web site; however this is for reference only. The actual foreign currency exchange rates occur while you perform a real time transaction. 30. Return Fund If the given beneficially information are not match, the return fund will be credit back to your BOCM account, and it subject to fees and charges. 31. Do I require to open a Time Deposit Account with BOCM in order to link to BOCNET? Yes, you need to open a time deposit account with BOCM.

17 32. What type of foreign currency do BOCNET support? EURO, USD, CNY, MYR 33. Can I terminate my Time Deposit Placement before maturity? Yes you can. For early termination, the pre maturity time deposit will impose penalty charge. 34. If my time deposit via BOCNET mature, how am I proceed/ manage? For existing time deport the interest will roll on with the principle amount to the next maturity date. However the new placement the interest calculation will start on the placement date itself. 35. How can I perform a stop cheque payment on my BOCNET? When you lost, misplace and damage cheque, you may stop the payment of the cheque via BOCNET. Select your MYR Current Account and key in 6 digit cheque number to stop cheque payment. 36. Fees and Charges for stop cheque payment?. Dishonoured cheque due to :. Insufficient funds and effect not cleared. MYR Stop payment cheques presented with :. Insufficient funds. MYR Sufficient funds. MYR How do I change my Password via BOCNET? You may change your User ID via BOCNET during your 1 st log in. If you would like to change your password, you may log in to BOCNET, go to menu and click

18 service setting and change password. New password will be take effective on the next log in. 38. New and Old account reference? You may check you New and Old account number via BOCNET. 39. Loan Account enquiry include which type of function? Only balance enquiries of loan repayment are available via BOCNET. Currently BOCNET do not support loan payment service. 40. Do loan account enquiry have a cut off time? No, there is no cut off time for loan balance enquiry. 41. Can I check my loan account under BOCNET Account Overview icon? Yes you may check your loan account balance under BOCNET Account Overview. 42. What software and browser do I need for access to BOCNET? A personal computer that connects to the internet with Windows 2000, Windows XP, Windows 2003, Windows Vista or later version(s). IOS System may not access the Service. You would need Microsoft Internet Explorer 5.5 or later version(s). As a security precaution, please configure your Internet Explorer such that your User ID and password are not saved in your PC.The site is best viewed on 1024 x 768 pixels or above resolution. Anti-virus, anti-spy and firewall software must be installed in your personal computer particularly when they are linked via broadband connections, digital subscriber lines or cable modems.

19 43. How do I install the BOC Internet Banking security applet? Why do I fail to download the security applet? What should I do if an error code appears during installation? Installing the security applet may prevent other persons from controlling your computer and stealing your User ID, password and other important data by using worms (e.g. Trojan software). When you log in to the internet banking for the first time, you should click the link " Click to Install SafeControll " to download and install the internet banking security applet, or otherwise you will not be able to key in the login password. If you fail to download the security applet, it might be because your security software or firewall has stopped the downloading process. You may consider temporarily disable your security software and firewall and re-enable them after you have successfully downloaded and installed the security applet. It might also be caused by an unstable connection between your computer and the Internet. If your network connection is unstable and results in incomplete data download, please download the security applet again. If the error code appears during the installation of the security applet, it might be because the version of security applet downloaded is incompatible with your operating system. If you use an English-version operating system, please download the applet on from the English-version internet banking login page. If you use the Chinese-version operating system, please download the applet from the Chinese-version internet banking login page. 44. What should I do if I encounter SSL server certificate warning when I access the Service? If you encounter SSL server certificate warning when you access the Service, you should terminate the login session and inform us by calling immediately after logging off. 45. What if my computer hangs or the internet connection is cut off during the course of performing a banking transaction via the Service? If this occurs, you should resume access to the Internet and log in to the Service as per how you would normally. Check the balance or transaction records of your account via Accounts Overview and Transaction Records in My Accounts, and determine whether or not any transactions you were performing have been successfully completed. If the transactions have been successfully completed, you need not take any further action. If the transactions have not been completed, you may perform the transaction again according to your needs. If you have any questions or need any help, please contact us.

20 46. What should I do if I find that the information displayed is in the wrong format or incorrect? Please contact us by calling immediately for us to look into the problem.

Corporate Internet Banking Service FAQ

Corporate Internet Banking Service FAQ 1. How do I apply for BOCNET (Bank of China Internet banking Service)? In order to apply for the Service, you must have at least one account with Bank of China (Malaysia)