FAQs about Mobile Banking Introduction Q1: What is Mobile Banking? Mobile Banking is a channel to access Cyberbanking service through BEA App or a web browser of your mobile device. Q2: What services are available via Mobile Banking? You can: Check account balances and details of all transactions made within the last month via any channel Transfer funds to BEA accounts Transfer HKD funds to other local bank accounts via Electronic Clearing (ECG) Pay bills* Make donations* ^ Trade stocks, check your order status and portfolio, obtain stock quotes, view charts and information on indices Apply for travel insurance Trade gold and check gold prices Check MPF/ORSO account balance, contribution history, withdrawal history, fund prices and make changes to your investments Activate overseas ATM cash withdrawal function Conduct cardless ATM withdrawal* * You should create a template via Cyberbanking Internet before using this service. ^ This function is available for BEA Android App only. Q3: Is there any service fee for Mobile Banking? Mobile Banking is free of charge. However, mobile data charges may apply for accessing the services. For details, please refer to your mobile network operator. Q4: Is Mobile Banking available outside Hong Kong? Yes. The service can be accessed in any area and country where your device is connected to the internet, and SMS notification can be received in areas and countries where your mobile network operator has GPRS roaming and/or overseas SMS coverage. However, mobile data charges may apply for accessing the services. For details, please refer to your mobile network operator. Q5: What mobile phones and devices can support BEA App and Mobile Banking? BEA App and Mobile Banking are compatible with the following mobile devices: iphone, ipod touch, and ipad with ios 8.x to 10.x Android phones with version 4.3 to 6.x Page 1 of 8
Q6: How can I change the daily limit for transactions made via Mobile Banking? You can reduce your daily transaction limits by logging in to Cyberbanking Internet, selecting Settings and then Transaction Limits. To increase the daily transaction limits, you will have to visit any BEA branch. Service Settings Q7: How can I use Mobile Banking? If you have activated Cyberbanking - Internet, you can: 1. Download BEA App from App Store or Google Play; 2. Tap Mobile Banking in the BEA App Banking menu; 3. The page will be directed to Settings. Then save your mobile number. 4. You will be redirected to Mobile Banking, tap First-time login and then Yes ; 5. Enter your Cyberbanking account number or username, and PIN; 6. If you wish to enable Touch ID Service 1, press Enable now, read and agree to be bound by the Terms and Conditions. If not, go to Step 8; 7. Verify your fingerprint. If it matches with the record(s) in your device, Touch ID Service will be enabled; 8. Enter your Mobile Banking User ID (mobile no.), create a 5-digit password and BEA identity message 2. If you have not yet applied for or activated Cyberbanking - Internet, you can: 1. Apply Cyberbanking service at any BEA branch and collect your Cyberbanking account number and Initial PIN (in PIN mailer); 2. Download BEA App from App Store or Google Play; 3. Tap Mobile Banking in the BEA App Banking menu; 4. The page will be directed to Settings. Then save your mobile number; 5. You will be redirected to Mobile Banking, tap First-time login and then No ; 6. Enter your Cyberbanking account number and Initial PIN; 7. If you wish to enable Touch ID Service 1, press Enable now, read and agree to be bound by the Terms and Conditions. If not, go to Step 10; 8. Verify your fingerprint. If it matches with the record(s) in your device, Touch ID Service will be enabled; 9. Enter your Mobile Banking User ID (mobile no.), create a 5-digit Mobile Banking password and BEA identity message 2. For Credit Card accounts: 1. Download BEA App from App Store or Google Play; 2. Tap Mobile Banking in the BEA App Banking menu; 3. The page will be directed to Settings. Then save your mobile number; 4. You will be redirected to Mobile Banking, tap First-time login and then No ; 5. Enter your credit card number and Phone Banking PIN of credit card; 6. If you wish to enable Touch ID Service 1, press Enable now, read and agree to be bound by the Terms and Conditions. If not, go to Step 8; 7. Verify your fingerprint. If it matches with the record(s) in your device, Touch ID Service will be enabled; Page 2 of 8
8. Enter your Mobile Banking User ID (mobile phone number), create a 5-digit Mobile Banking; password and BEA identity message 1. 1 2 Works on the iphone 5s or later models of ios devices that operate on ios 9 or above and are Touch ID-registered. The "BEA identity message" will be included in all SMS related to Mobile Banking sent from BEA to ensure BEA's identity. Q8: How can I change my Mobile Banking User ID (mobile no.)? To update your User ID (mobile no.): 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Details. 2. Click Terminate to terminate the service. 3. Create your new User ID (mobile no.), password and enter other details. Q9: How can I suspend/resume the mobile banking service? To suspend/resume the service, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Maintenance. 2. Click Suspend or Resume in the maintenance table. 3. If you choose to resume the service, you will receive an SMS. Tap the link in the SMS and enter your mobile password to confirm your request. Login Q10: How do I log in to Mobile Banking? To log in to the service via BEA App: 1. Tap Mobile Banking in the BEA App Banking menu; 2. Verify your fingerprint using Touch ID Service 1 ; or 3. Enter your Mobile Banking User ID (mobile no.) and password. 1 Works on the iphone 5s or later models of ios devices that operate on ios 9 or above and are Touch ID-registered. Q11: How can I change my Mobile Banking password? Can I reset my password if I forget it? To change or reset your Mobile Banking password, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Maintenance. 2. Click Edit in the maintenance table to change or reset your password. Q12: Will the service be terminated if I enter the wrong Mobile Banking password several times? If you fail to enter the correct password in 5 attempts, your Mobile Banking will be suspended. Log in to Cyberbanking Internet to resume the service. Page 3 of 8
Functions Q13: How can I make a balance enquiry? To make a balance enquiry, follow these steps: 1. Log in, and tap Accounts in the main menu. 2. Tap the Balance tab under the red bar. Then you will see the currency, current balance, and available balance of your accounts. Q14: Can I make a balance enquiry for my foreign currency account or time deposit account? You can enquire over the balance of your registered foreign currency account in Mobile Banking. For time deposit account enquiries, please log in to Cyberbanking Internet. Q15: If I have recently registered an account under my Cyberbanking account, such as my savings account, can I access this account via mobile device immediately? All your bank accounts, credit card accounts, and gold accounts can be accessed once registered under your Cyberbanking account. Q16: How can I make transaction enquiries? To make transaction enquiries, follow these steps: 1. Log in, and tap Accounts in the main menu. 2. Tap the Activity tab under the red bar. 3. Select an account and tap Done. Then, you will see details of all transactions made within the last month via any channel. Log in to Cyberbanking Internet to see the transaction history up to the last 12 months. Q17: How can I transfer funds between BEA accounts in Hong Kong and to other local bank accounts via mobile device? To transfer funds, follow these steps: 1. Log in, and tap Transfers in the main menu. 2. Tap the BEA to HK tab to transfer funds between BEA accounts in Hong Kong or the Other banks (ECG) tab to transfer funds to other local bank accounts via the electronic clearing system. Both tabs can be found under the red bar. 3. Select a template or enter your transaction details and then tap Proceed. To transfer to a non-registered account, please create a template in Cyberbanking Internet. Please refer to Q18 for details. 4. Verify your transaction details and tap Confirm. 5. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and transaction details on your mobile device screen. Once the transaction is completed, it cannot be cancelled or amended. Page 4 of 8
Q18: How can I create templates for transferring funds to a non-registered account? To create templates for transferring funds to a non-registered account, follow these steps: 1. Log in to Cyberbanking Internet and select Accounts, Transfers, and then Templates. 2. Select Fund Transfers between BEA Accounts in HK to transfer funds to a nonregistered BEA account or Standard - Electronic Clearing (Free) to transfer funds to a non-registered local bank account. 3. Tap Create a new template, enter template details, and click Proceed. 4. Enter your one-time password and click Confirm. 5. Verify your template details and click Confirm. Q19: How can I exchange foreign currencies and transfer to a BEA account via mobile device? To exchange foreign currencies and transfer to a BEA account via mobile device, follow these steps: 1. Log in, and tap Transfers in the main menu. 2. Tap the BEA to HK tab under the red bar 3. Select a template or enter your transaction details including withdrawal account, withdrawal currency, transaction currency, transaction amount, deposit account, deposit currency and tap Proceed. 4. Verify your transaction details and exchange rates then tap Confirm. 5. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX and transaction details on your mobile device screen. Once the transaction is completed, it cannot be cancelled or amended. Q20: How can I create bill payment and donation templates? To create bill payment and donation templates, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Templates. 2. Select Bills or Donations. 3. Enter template details, verify the details, and click Confirm. The newly-added template will be in suspended status. 4. Click Resume on the corresponding template to resume the template. Q21: How can I edit/suspend/resume a bill payment and donation template? After logging in to Cyberbanking Internet, select Settings, Mobile Banking, and then Templates to edit/suspend/resume bill payment and donation templates. Page 5 of 8
Q22: How can I make bill payments via mobile device? To make bill payments, follow these steps: 1. Log in, and tap Bills in the main menu. 2. Select a template name and enter your transaction amount. 3. Verify your transaction details and tap Confirm. 4. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and the transaction date/time on your mobile device screen. Once the transaction is completed, it cannot be cancelled or amended. Q23: How can I make donations via mobile device? To make donations, follow these steps: 1. Log in, and tap Donations in the main menu. 2. Select a template name and enter your transaction amount. 3. Verify your transaction details and tap Confirm. 4. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and the transaction date/time on your mobile device screen. BEA will also send notification of any donations you make to your Cyberbanking account via webmail. Once the transaction is completed, it cannot be cancelled or amended. Q24: How can I print a donation receipt for tax purposes? Donations of HK$100 or above are tax deductible with an official receipt. Once the donation is completed, notification will be sent to your Cyberbanking account via webmail. You may obtain a printout of your donation details by clicking the print icon on the page. Please contact the relevant charitable organisation for an official receipt for your donation. Q25: What does the "Stocks" function allow me to do? You can place buy/sell orders; amend or cancel orders; check your order/portfolio status, stock quotes, charts, and information on indices such as HSI & HSCEI by tapping Stocks in the main menu. Q26: What does the "Travel Insurance" function allow me to do? You can request a premium quote and instantly apply for a Travel Protection Insurance plan by tapping Travel Insurance in the main menu. Q27: What does the "Gold" function allow me to do? You can place buy/sell orders and check gold prices by tapping Gold in the main menu. Q28: What does the "MPF/ORSO" function allow me to do? You can check MPF/ORSO account balance, contribution history, withdrawal history, current investments, and fund prices and make changes to your investments by tapping MPF/ORSO in the main menu. Page 6 of 8
Q29: When do I need to use the Overseas ATM Cash Withdrawal Settings? If you need to withdraw cash from an overseas ATM, you must activate the overseas ATM cash withdrawal function in advance by setting the activation period and daily withdrawal limit. Q30: What can I do on the Overseas ATM Cash Withdrawal Settings page? You can activate or deactivate overseas ATM cash withdrawals as well as edit the activation settings. Q31: How do I know whether the overseas ATM cash withdrawal function has been activated or its settings have been changed successfully? The Bank will issue an SMS to your registered mobile phone number once the overseas ATM cash withdrawal function has been activated or its settings have been changed successfully. However, when deactivating the overseas ATM cash withdrawal function, no notification SMS will be sent. Q32: What does the "Cardless ATM Withdrawal" function allow me to do? You can set up withdrawal instructions via Cyberbanking Internet or save the instructions as templates for future log in to Mobile Banking and send payment instructions to your friends and relatives. Then, they will be able to withdraw money from your bank account without using the ATM Card. Security Precautions Q33: How can I safely use my Mobile Banking password? You are advised to follow the security tips below: Do not disclose your Mobile Banking password to any person, including any joint account holder, under any circumstances; in particular, do not communicate it via electronic mail. Never use the same password to access any other services (for example, to connect to the internet or to access other websites). Notify The Bank of East Asia, Limited ("BEA") of any actual or possible unauthorised use of your Mobile Banking password immediately, and send confirmation in writing without delay. Do not disclose your Mobile Banking password to anyone, under any circumstances, who claims to represent BEA or who claims to be an employee of BEA or to be authorised by the company. It is not necessary for any BEA employee to know your Mobile Banking password. Do not use your identity card number, telephone number, date of birth, driving license number, or any popular number sequence (such as 98765 or 12345) when choosing your Mobile Banking password, and do not use the same digit more than twice. Do not write your Mobile Banking password down; ensure that you memorise it. Check your surroundings before performing any banking transactions, and make sure that no one sees your Mobile Banking password. For security purposes, change your Mobile Banking password regularly via Cyberbanking Internet. Change your Mobile Banking password immediately if you suspect that you have been deceived by a fraudulent website, email, or SMS/WAP Push message for Page 7 of 8
example, if you fail to log in to a service website after inputting your Mobile Banking password correctly, with or without any alert messages. After logging in to Mobile Banking, check to ensure that the "BEA Identity Message" is authentic. Delete any SMS/WAP Push messages that you receive after using Mobile Banking. Q34: Will I be logged out of Mobile Banking automatically if I do not enter any command after I log in? The system will automatically log out if you do not enter any command within 8 minutes. Page 8 of 8