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)?... 3 2. What are services available on Bank of China Online Banking (BOCNET)?.. 3 3. What are the fees and charges?... 3 4. What do I need for access to BOCNET?... 3 5. What are the functions of the E-Token and New Generation E-Token?... 4 6. What do I need to do if I have lost or misplaced the E-Token?... 5 7. What can I do if I am not able to log in to BOCNET with the correct BOCNET User ID and password?... 5 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?... 10 9. What software and browser do I need for access to BOCNET?... 10 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?... 13 11. What should I do if I encounter SSL server certificate warning when I access my Internet Banking?... 13 12. After the system upgrade on 8 Sep 2013, how can I log in to BOCNET?. 13 13. What if my computer hangs or the internet connection is cut off in the course of performing banking transaction via Internet Banking?... 15 14. When I access to Internet Banking, why does it prompt "dialog failure"?16 15. What should I do if I find the information displayed is in the wrong format or incorrect?... 16 16. How can I perform BOCNET (Corporate) transfers?... 16 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?... 16 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 1

18. How do I add a payee for fund transfer?... 16 19. What are the types of Funds Transfers that I may perform?... 17 20. When can I perform a Funds Transfer?... 17 21. What is the transfer limit for funds transfer?... 18 22. How do I know the exchange rate for the transactions performed in different currencies?... 19 23. What is FAST (FAst and Secure Transfer)?... 19 24. Do I have to pay to use FAST?... 19 25. What are the valid account types that I can use to perform FAST funds transfers?... 19 26. How will I know if my funds transfer via FAST is successful?... 20 27. How can I reset Corporate Internet Banking password?... 20 28. How can I terminate Internet Banking?... 20 29. Contact Us... 20 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 2

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. 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. 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 3

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 highrisk transactions like adding payees and performing funds transfer transactions. The E-Token generally expires in 3 years. Expiry date is indicated at the back of E-Token. 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. 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: 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 4

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 re-login 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: www.boc.cn/sg or www.bankofchina.com/sg. 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 1800-6695566 or + (65) 677 95566 (from overseas) Page 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 1800-6695566 or + (65) 677 95566 (from overseas) Page 6

24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 7

Step 3: Close all browsers and log in to BOCNET. 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 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 1800-6695566 or + (65) 677 95566 (from overseas) Page 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 048908 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 1800-6695566 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). We recommend our customers to use the following browsers for optimal browsing: Google Chrome version 37 and above Internet Explorer version 11 and above 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 10

Firefox version 31 and above Safari version 7 and above For better internet banking experience, please update your browser to the latest version. 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. In order to transact with Bank of China securely, you will need to enable Transport Layer Security (TLS) 1.2. Browsers & Operating Systems Compatibility with TLS 1.1 and TLS 1.2 Microsoft Internet Explorer (IE) Microsoft Edge, Desktop and Mobile IE 11 Desktop IE 8, 9 and 10 Desktop IE 7 and below Mobile IE 10 and below Fully compatible with TLS 1.1 and TLS 1.2 Follow the instructions below to achieve compatibility with TLS 1.1 and TLS 1.2: 1. Open Internet Explorer 2. From the menu bar, click Tools > Internet Options > Advanced tab 3. Scroll down to Security category, manually check the option box for Use TLS 1.1 and Use TLS 1.2 4. Click OK 5. Close your browser and restart Internet Explorer Not compatible for Windows Vista and XP Not compatible Not compatible Mozilla Firefox Firefox 27 and above Fully compatible with TLS 1.1 and TLS 1.2 Firefox 23-26 Follow the instructions below to achieve compatibility with TLS 1.1 and TLS 1.2: 1. Open Firefox 2. In the address bar, type about:config and press Enter 3. In the Search field, enter tls. Find and doubleclick the entry for security.tls.version.min 4. Set the integer value to 3 to force protocol of TLS 1.3 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 11

Firefox 22 and below Click OK 5. Close your browser and restart Mozilla Firefox Not compatible Google Chrome Google Chrome 38 and above Fully compatible with TLS 1.1 and TLS 1.2 Google 22-37 Follow the instructions below to achieve compatibility with TLS 1.1 and TLS 1.2: 1. Open Google Chrome 2. Click Alt F and select Settings 3. Scroll down and select Show advanced settings 4. Scroll down to the Network section and click on Change proxy settings 5. Select the Advanced tab 6. Scroll down to Security category, manually check the option box for Use TLS 1.1 and Use TLS 1.2 7. Click OK 8. Close your browser and restart Google Chrome Google Chrome 21 and below Not compatible Google Android OS Apple Safari Android 5.0 (Lollipop) and above Android 4.4 (KitKat) - 4.4.4 Android 4.3 (Jelly Bean) and below OS X 10.9 (Mavericks) and above Desktop Safari 7 and above OS X 10.8 (Mountain Lion) and below Desktop Safari 6 and below ios 5 and above Mobile Safari 5 and above ios 4 and below Mobile Safari 4 and below Fully compatible with TLS 1.1 and TLS 1.2 Compatible to TLS 1.1. Some Android 4.4.X is not compatible with TLS 1.1 and above Not compatible Fully compatible with TLS 1.1 and TLS 1.2 Not compatible Fully compatible with TLS 1.1 and TLS 1.2 Not compatible 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 12

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 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 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 1800-6695566 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 www.boc.cn/sg or www.bankofchina.com/sg. 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 13

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 1800-6695566 or + (65) 677 95566 (from overseas) Page 14

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. 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 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 15

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 1800-6695566. 14. 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 1800-6695566 immediately for us to look into the problem. 16. How can I perform BOCNET (Corporate) transfers? BOCNET (Corporate) supports transfers within BOC Singapore, transfers to other Banks in Singapore and overseas. 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 BOCNET and go to Online Banking Maintenance-Payee Management or Transfer & Remittance-Single Payment to add a payee with new generation E-Token if you have applied for Payee 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 16

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 4 types of funds transfers: 1. Transfer between associated accounts - To transfer funds between your own accounts within BOC 2. Transfer within bank - To transfer funds to other BOC accounts in Singapore 3. Domestic transfer - For SGD fund transfers to other banks within Singapore For FAST transfer, you can get the funds credited instantly to any of the FAST participating banks. For transfers to other GIRO participating bank accounts, the funds will usually be available 2 to 3 business days later. 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. 4.International Remittance To transfer funds to overseas bank via telegraphic transfer (T/T) and foreign currency transfers within Singapore. Due to our bank s internal policy, we may require supporting documents relating to your transaction such as invoice, bill of lading etc. to be uploaded to via the internet banking platform for verification before it can be processed. Thereafter, it usually takes 2-5 working days for the transfer to be completed, subjected to the receiving bank. 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 5*24 except during the system (Same Currency) maintenance period Transfer to account within the Bank Business Day 0900hr 1700hr (Cross Currencies) GIRO Transfer to Local Bank Accounts Business Day 0800hr 2000hr (SGD) Meps+ transfer to local Bank Business Day 0800hr 1500hr Accounts(SGD) FAST Transfer to local Bank 7*24 except during the system Accounts(SGD) maintenance period Telegraphic Transfer Business Day 0900hr 1700hr 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 17

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 default limit for Bill Payment ( WA ) function shall not exceed an aggregate of S$5,000,000.00 per transaction or its equivalent in other currencies. From 23 rd Nov 2015, transaction limits are divided into four service segments: Transfer between associated accounts, Transfer within bank, International Remittance and Domestic transfer. The default combined limits for all accounts will be S$300,000,000 for each of the Transaction & Remittance ( IB ) per day or its equivalent in other currencies. 1. For clients who have not set an account limit previously: Current function Updated function Current limits 23/11/2015 Updated limit structure Single transfer Daily transfer Single transfer Daily transfer Transfer between associated accounts Default limit: SGD300,000,000 Default limit: SGD300,000,000 Transfer Remittance & Transfer within bank Domestic transfer Default limit: SGD300,000,000 Default limit: SGD300,000,000 Default limit: SGD300,000,000 Default limit: SGD300,000,000 Default limit: SGD300,000,000 Default limit: SGD300,000,000 International Remittance Default limit: SGD300,000,000 Default limit: SGD300,000,000 Total limits SGD300,000,000 SGD300,000,000 SGD300,000,000 SGD1,200,000,000 2. For clients who have set an existing limit: Current limits 23/11/2015 Updated limit structure Current function Updated function Single transfer Daily transfer Single transfer Daily transfer Transfer Remittance & Transfer between associated Example: accounts Example: 1,000,000 250,000 1,000,000 1,000,000 Transfer within bank 1,000,000 250,000 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 18

Domestic transfer 1,000,000 250,000 International Remittance 1,000,000 250,000 Total limits 1,000,000 1,000,000 1,000,000 1,000,000 22. 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. 23. What is FAST (FAst and Secure Transfer)? FAST (Fast and Secure Transfer) is a new electronic funds transfer service that lets you transfer SGD funds almost instantly from Bank of China Internet Banking to another participating bank within Singapore, up to a maximum of S$200,000 per transaction. FAST is offered by these 19 banks: 1) ANZ Bank 2) Bank of China 3) The Bank of Tokyo-Mitsubishi UFJ 4) BNP Paribas 5) CIMB Bank 6) Citibank 7) DBS/POSB 8) Deutsche Bank 9) HL Bank 10) HSBC 11) ICICI 12) Industrial and Commercial Bank of China Limited 13) Maybank 14) Mizuho Bank 15) OCBC Bank 16) RHB Bank 17) Standard Chartered Bank 18) Sumitomo Mitsui Banking Corporation 19) United Overseas Bank Limited 24. Do I have to pay to use FAST? Fees will be waived for FAST funds transfers performed via Internet Banking. 25. What are the valid account types that I can use to perform FAST funds transfers? All Savings and Current account types can be used to perform FAST funds transfers. 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 19

26. How will I know if my funds transfer via FAST is successful? Simply log in to Bank of China Internet Banking to check the status of your online FAST transaction 5 minutes after the online transaction is completed. Click Transfer & Remittance > Inquiry to check the final status. 27. How can I reset Corporate Internet Banking password? Please submit the application form to change your password over the counter. 28. 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. 29. Contact Us Please contact us at our 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) should you have any queries on Internet Banking related issues. Last updated: 8 February 2018 24-hour hotline 1800-6695566 or + (65) 677 95566 (from overseas) Page 20