Online Banking Service FAQ(Corporate)

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1 Online Banking Service FAQ(Corporate) Getting Started 1. How do I apply for BOCNET (Bank of China online banking Service)? 2. What are services available on Bank of China Online Banking (BOCNET)? 3. What are the fees and charges? Login 4. What do I need for access to BOCNET? 5. What are the functions of the E-Token and New Generation E-Token? 6. What do I need to do if I have lost or misplaced the E-Token? 7. What can I do if I am not able to log in to BOCNET with the correct BOCNET User ID and password? 8. What should I do if I suspect that my E-Token is stolen or that there has been unauthorized access to my Internet Banking? Technical 9. What software and browser do I need for access to BOCNET? 10. How do I install the BOC Online Banking security applet? Why do I fail to download the security applet? What should I do if an error code appears during installation? 11. What should I do if I encounter SSL server certificate warning when I access my Internet Banking? 12. After the system upgrade on 8 Sep 2013, how can I log in to BOCNET? 13. What if my computer hangs or the internet connection is cut off in the course of performing banking transaction via Internet Banking? 14. When I access to Internet Banking, why does it prompt "dialog failure"? 15. What should I do if I find the information displayed is in the wrong format or incorrect? Funds Transfer 16. How can I perform BOCNET (Corporate) transfers? 17. What are the differences between the old GIRO and the new interbank GIRO updated at 23 March 2015 while performing funds transfer on Internet Banking? 18. How do I add a payee for fund transfer? 19. What are the types of Funds Transfers that I may perform? 20. When can I perform a Funds Transfer? 21. What is the transfer limit for funds transfer? 22. Can I make changes to my transaction limit? 23. How do I know the exchange rate for the transactions performed in different currencies? Settings 24. How can I change my Internet Banking password? 24-hour hotline or + (65) (from overseas) Page 1

2 General 25. How can I terminate Internet Banking? 26. Contact Us 1. How do I apply for BOCNET (Bank of China online banking service)? In order to apply for Internet Banking, you must have at least one account (savings account, current account, time deposit account, loan account) with Bank of China Limited, Singapore Branch (the "Bank"). Please complete the Bank's Online Banking Service Application Form and visit the Bank's counter at any of our branches or sub-branches during office hours together with the Resolution. 2. What are services available on Bank of China Online Banking (BOCNET)? We provide a wide range of corporate online banking services for your convenience: Check the current and historical balances of your accounts; Check the today s and historical transaction records of your accounts; Check the Term Deposit Details; Check the new account number and old account number; Set up Single Payment; Set up Batch Payment; Bill payment Add new payee; Set up welcome message; Change password. Cash Management :Today s Limit Inquiry, Historical Limit Inquiry, Transaction Report, Cash pool Account Structure Inquiry, Cross-Border Collection & Allocation Inquiry, Manual Transfer, Internal Pricing, Parameters Setting 3. What are the fees and charges? We want to encourage our customers to experience the convenience of online banking hence our Internet Banking is available to you free of charge*. *The standard commission/transaction fees for certain services such as International remittance and MEPS transfer will apply. 4. What do I need for access to BOCNET? Upon approval of your application for Internet Banking, you will collect your User ID,PIN Mailer over the Bank's counter at any of our branches or sub-branches. We will mail the E-Token to your mailing address within 7 working days from date of your application. You can start using Internet Banking upon receipt of the User ID, password and an E-Token. Users are required to activate their E-token via our Corporate Banking login web page. If you have received a token showing "Thank You For Using BOC ETOKEN", please contact us immediately. 24-hour hotline or + (65) (from overseas) Page 2

3 To access to Internet Banking and perform secured transactions, please use the User ID, password and the one-time passcode generated by your E-Token. Please be sure to (i) keep your User ID, password and E-Token safe and secure and never give them out to any other person and (ii) take the necessary security precautions measures and practices. 5. What are the functions of the E-Token and New Generation E-Token? New Generation E-Token is a security device that is provided to you to enable you to access BOCNET. It will generate a One-Time Password (OTP) and a Transaction Sign Password (TSP). Each OTP has a limited time frame and can only be used once. Hence, please input the OTP within its time span for authentication when you log in to Internet Banking. If not, you will need to re-activate it again to obtain a new OTP. Transaction Sign Password (TSP) is to offer added security by providing transaction-specific details for performing high-risk transactions like adding payees and performing funds transfer transactions. The E-Token generally expires in 3 years. There will be a prompt message at your online banking welcome page in 30-day advance. Please submit the application form over the Bank s counter for replacement. Before you use your new generation E-Token for the first time, please activate the device by following the steps below. You would need your existing E-Token to carry out the activation process. Step 1: Access the online banking login page and click on 'Activate and bind ETOKEN'. Step 2: Key in your username and password into the fields accordingly to log in. Step 3: Key in the 12-digit serial number printed at the back of the new E-Token. Step 4: Switch on your new E-Token to generate the activation application code. Click the 'Activate' button on your computer screen when the activation application code appears on your new e-token. Step 5: Key in the activation application code into the field on your computer screen and click 'Obtain Activation Code'. Step 6: Press 'OK' on your new E-Token and enter the activation code number as shown on your computer screen, then press 'OK' again to submit. 24-hour hotline or + (65) (from overseas) Page 3

4 Step 7: If you have correctly keyed in the activation code, your E-Token will display the message 'Thank you for using BOC ETOKEN'. Step 8: Click 'Next Step' on your computer screen. Press 'Login OTP' on your new E-Token to generate a 6- digit password, key the password into the field and click 'Bind'. A message indicating that your device has successfully been bound to your account will appear. Your E-Token is now activated. Step 9: Close your internet browser and restart the browser again. Return to the BOCNET login page and relogin again to access your online banking account. 6. What do I need to do if I have lost or misplaced the E-Token? The first five tokens upon application will be issued free of charge. In the event of loss, theft or negligent damage to the E-Token, please proceed to one of our branches with a valid identification card or passport and a completed application form duly signed by the authorized personnel, to request for a replacement. A replacement fee of SGD20 plus GST charge applies. This fee is subject to change. 7. 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 and were unsuccessful, your PIN/E-Token will be locked and released the next day. However, if you have tried to log in unsuccessfully for a total of 15 times consecutively, the PIN/ E-Token will also be locked until it is unlocked over the counter. Please proceed to any of our branches with a completed application form, duly signed by the authorized personnel, to unlock the E-Token and apply for a new PIN. 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 log in via: or b) BOCNET uses control a security applet to protect your User ID, PIN and E-token Token passcode. Hence, if you are unable to login to BOCNET, please remove the control applet and reinstall. You need to be the computer administrator to do this. Please follow the following steps to reinstall: Step 1: At Control Panel, select BOC security applet and remove it. 24-hour hotline or + (65) (from overseas) Page 4

5 Step 2: Enter the BOCNET login page and it will prompt you on the applet installation. Click on it and proceed accordingly. 24-hour hotline or + (65) (from overseas) Page 5

6 24-hour hotline or + (65) (from overseas) Page 6

7 Step 3: Close all browsers and log in to BOCNET. 24-hour hotline or + (65) (from overseas) Page 7

8 c) If you confirm that you have entered the correct website with the applet properly installed but you are still unable to log in, please try to clear your browsing history. 24-hour hotline or + (65) (from overseas) Page 8

d) If you are still unable to log in after trying all the above, please kindly proceed to our branch at 4 Battery Road, Bank Of China Building, Singapore 048908 for assistance. 8.

9 d) If you are still unable to log in after trying all the above, please kindly proceed to our branch at 4 Battery Road, Bank Of China Building, Singapore for assistance. 8. What should I do if I suspect that my E-Token is stolen or that there has been unauthorized access to my Internet Banking? Please contact us at immediately to report the case. 9. 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). Microsoft Internet Explorer 5.5 or later version(s). As a security precaution, please configure your Internet Explorer so 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. 24-hour hotline or + (65) (from overseas) Page 9

10 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. 10. How do I install the BOC Online 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 Malwares (e.g. Trojan software). For first time login, please click the link Click to Install SaftControll" to download and install the online banking security applet in order to 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 prevented it. You may consider temporarily disabling your security software and firewall and reenable 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 online banking login page. If you use the Chinese-version operating system, please download the applet from the Chinese-version online banking login page. 11. What should I do if I encounter SSL server certificate warning when I access my Internet Banking? If you encounter SSL server certificate warning when you access your Internet Banking, you should terminate the login session and inform us through immediately after logging off. 12. After the system upgrade on 8 Sep 2013, how can I log in to BOCNET? Please make sure you are using Windows 2000, Windows XP, Windows 2003, Windows Vista or Windows7 with administrator access, and you are using IE 5.5 or later version. You can access the BOCNET (Singapore) via or 24-hour hotline or + (65) (from overseas) Page 10

11 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 Click the link: " Click to run KeyboardProtection module " to install the Security applet. 24-hour hotline or + (65) (from overseas) Page 11

The User ID and password are case sensitive, while the verification

12 The BOCNET Login page with functional security applet is shown below. Please input your User ID, password and E-Token OTP. The User ID and password are case sensitive, while the verification code is not. 24-hour hotline or + (65) (from overseas) Page 12

13 13. What if my computer hangs or the internet connection is cut off in the course of performing banking transaction via Internet Banking? If this occurred, you should resume access to the internet and login to your Internet Banking in the normal way and check the balance or transaction records of your account through "Accounts Overview" and "Transaction Records" in "My Accounts", and determine whether the transactions you were contemplating have been successfully fulfilled. 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 at When I access to Internet Banking, why does it prompt "dialog failure"? After you have login to Internet Banking, if you leave it unattended for a long time, the system will prompt "dialog failure" and log you off automatically. If you still want to use Internet Banking, please login again. Such design is to prevent unauthorized access to your account if you leave your computer unattended with Internet Banking logged on. 15. What should I do if I find the information displayed is in the wrong format or incorrect? Please contact us at immediately for us to look into the problem. 24-hour hotline or + (65) (from overseas) Page 13

14 16. How can I perform BOCNET (Corporate) transfers? BOCNET (Corporate) supports transfers within BOC Singapore, transfers to other Banks in Singapore and global remittance. Before performing the transfer on BOCNET (Corporate), please ensure that payees are correctly added(refer to Q18). When you authorize BOCNET transfer transactions, the final authorizer will be required to key in the TSP to submit. If there is no TSP prompt, that means there are other authorisers that are required to perform authorization before this. 17. What are the differences between the old GIRO and the new interbank GIRO updated at 23 March 2015 while performing funds transfer on Internet Banking? This GIRO upgrade is an industry wide enhancement of the current interbank GIRO payment infrastructure led by the Association of Banks in Singapore (ABS).The differences between the old GIRO and interbank GIRO while performing funds transfer on Internet Banking are: (1) No need to provide the branch code when add Payee Customer only needs to provide the name of payee s bank, payee s name and account number for GIRO funds transfer. They do not need to provide the branch code for interbank GIRO transfer in future. For funds transfer to HSBC, OCBC and SBI account numbers, customers will need to incorporate the branch code into the account field. The full account number for these three banks will be expanded to include the branch code and the existing account number. For existing receiving banking including HSBC, OCBC and State Bank of India (SBI), please amend the account number as above mentioned. (2) New Field:Purpose Code Customer will need to provide a mandatory purpose code for all future GIRO transactions. The purpose code will be shown in a dropdown list. 18. How do I add a payee for fund transfer? You can log in to Internet Banking to add a payee if you have applied for Payee Management service successfully. For local fund transfers within Singapore banks using GIRO or MEPs, only SGD can be accepted. For other currencies, please add payees over international remittance payee management and use international remittance. 19. What are the types of Funds Transfers that I may perform? There are 3 kinds of funds transfers: 1. Funds Transfer to BOC account. To transfer funds within Singapore BOC accounts. 2. Funds Transfer to Other Banks in Singapore 24-hour hotline or + (65) (from overseas) Page 14

15 For SGD fund transfers to other domestic bank accounts. For transfers to other GIRO participating bank accounts, the funds will usually be available 2 to 3 business days later, subject to the receiving bank. For transfer to other MEPS participating bank accounts, the funds will be credited to your receiving bank within the same business day if the transfer is performed before 3pm. 3. Global Remittance To transfer funds to overseas bank via telegraphic transfer (T/T) and foreign currency transfers within Singapore. You can only remit in SGD currency to the following beneficiary banks: Bank of China/ China Merchant Bank(CMBCCNBSXXX)/Nanyang Commercial Bank (NYCBCNSHXXX, NYCBHKHHXXX) /Bank of Communication (Hong Kong) (COMMHKHHXXX)/Bank of Jiangsu (BOJSCNBNXXX)/ShengJing Bank(SYCBCNBYXXX) 20. When can I perform a Funds Transfer? Please see the following table: Type of Transfer Transaction Time Transfer to account within the Bank (Same Currency) 5*24 except during the system maintenance period Transfer to account within the Bank (Cross Currencies) Business Day 0900hr 1700hr GIRO Transfer to Local Bank Accounts Business Day 0800hr 2000hr (SGD) Meps+ transfer to local Bank Accounts(SGD) Business Day 0800hr 1500hr Telegraphic Transfer Business Day 0900hr 1700hr Business Day means Mondays to Fridays except when a public holiday or other government gazetted holiday occurs on such days. 21. What is the transfer limit for funds transfer? The respective default limit Transaction & Remittance ( IB ) and Bill Payment ( WA ) function for each of the accounts listed above shall not exceed S$200,000, and S$5,000, (or its equivalent in other currencies) per transaction and per day in aggregate, respectively. 24-hour hotline or + (65) (from overseas) Page 15

16 22. Can I make changes to my transaction limit? You can set up funds transfer limits and bill payment limits for accounts over the counter. 23. 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. 24. How can I reset Corporate Internet Banking password? Please submit the application form to change your password over the counter. 25. How can I terminate Internet Banking? You may terminate Internet Banking by submitting the Bank Online Banking Service Application Form indicating cancellation of Internet Banking. 26. Contact Us Please contact us at our 24-hour hotline or + (65) (from overseas) should you have any queries on Internet Banking related issues. Last updated: 28 July hour hotline or + (65) (from overseas) Page 16

Online Banking Service FAQ(Corporate)

Online Banking Service FAQ(Corporate) Online Banking Service FAQ(Corporate)... 1 1. How do I apply for BOCNET (Bank of China online banking service)?... 2 2. What are services available on Bank of China