FAQ | More | Bank of China (Hong Kong) Limited

FAQ

About Mobile Banking

  1. What is Mobile Banking?
    • Mobile Banking provides general banking and investment services through the mobile network platform. The easy and user-friendly interface is great for anyone who wants to manage their finances conveniently from wherever they are using their handset.
  2. How to activate Mobile Banking?
    • Activation is not required. For existing Internet Banking customers to access the Mobile Banking, simply input the login details and accept the terms and conditions. If you have not yet registered for our Internet Banking services, please visit any of our branches.
  3. How can I access Mobile Banking?
    • Please visit the following URLs to access Mobile Banking:

      Bank Mobile Banking URLs
      Bank of China (HK) Ltd. https://m.bochk.com
      Nanyang Commercial Bank Ltd. https://m.ncb.com.hk
      Chiyu Banking Corporation Ltd. https://m.chiyubank.com

  4. Can I access Mobile Banking on any mobile handsets?
    • Our Mobile Banking can support most of the mobile phones equipped with web browser in the market. Followings are the recommended platforms and browsers:
      1. iOS 7.1 or above (Default Browser)
      2. Android 4.1 or above (Default Browser)
      3. Windows Phone OS 8.0 or above (IE Mobile 10 or above)
  5. Do I need to use any particular telecommunications service providers?
    • Our Mobile Banking is available to all telecommunications service providers. However, you are advised to study the data roaming charges imposed by the service providers.
  6. What services are available on Mobile Banking?
    • Mobile Banking provides the following services:
      • Securities trading
      • Securities margin trading
      • Transfer
      • Local bank transfer
      • Currency exchange
      • Time deposit
      • e-Cheque
      • Physical Cheque
      • Bill payment
      • Precious metal trading
      • Precious metal / FX margin trading
      • Cash before card
      • Cash instalment
      • Apply instalment loan top-up
      • Apply tax loan
      • eIPO subscription / financing
      • Credit card payment
      • Account enquiry
      • Change password and email address
      • Set up ATM cash withdrawal functions outside Hong Kong
  7. Do I need to pay additional charges for using Mobile Banking?
    • Our Mobile Banking service is free of charge, but you may incur charges with your mobile internet connection depending on the service plan of your telecommunications service provider. You are also advised to study the data roaming charges imposed by the service providers. For the service charges of the selected services, please visit the Bank's website or any of our branches for details.
  8. Can I get access Mobile Banking overseas?
    • Yes, you can access our Mobile Banking anywhere you have a mobile internet connection via your mobile handset. Please note that data roaming charges may apply. For details, please contact your telecommunications service providers.
  9. Do I need to install designated software for using Mobile Banking?
    • No, software installation is not required. You can simply access Mobile Banking with mobile web browser and internet connection via your mobile handset.

Login

  1. How can I access and sign on Mobile Banking?
    • Visit one of the following URLs with the web browser in your mobile handset and sign on with your Internet Banking Number / User Name and password.

      Bank Mobile Banking URLs
      Bank of China (HK) Ltd. https://m.bochk.com
      Nanyang Commercial Bank Ltd. https://m.ncb.com.hk
      Chiyu Banking Corporation Ltd. https://m.chiyubank.com

  2. I forgot my password. What shall I do?
    • Your password will be suspended after 5 consecutive failed attempts. Access to Internet Banking and Mobile Banking will be denied. To release the suspended password, please visit any of our branches or contact Phone Banking as follows:
      1. Dial in to Phone Banking
      2. Press 5 "For cheque service, monthly statement, or change the setting on Internet Banking"
      3. Press 6 "Release suspended Internet Banking".

Account Enquiry

  1. What types of accounts can I enquire through Mobile Banking?
    • You may check the respective balances of the following accounts through Mobile Banking:
      1. HKD Savings and Current Accounts
      2. RMB Savings and Current Accounts
      3. Multi-Currency Savings Accounts
      4. Securities Accounts
      5. Securities Margin Accounts
      6. Precious Metal / FX Margin Accounts
      7. Credit Card Accounts
      8. Time Deposit Accounts

      "Ledger Balance" = "Available Balance" - Available Overdraft Limit - Available Credit Limit + All Float Amount (such as clearing cheque float, electronic clearing float, CCASS float) + Hold Amount

  2. What information can I enquire through "Consolidated Asset Portfolio"?
    • You can check your "Total Relationship Balance", "Total Assert Value" and "Total Asset Value of the last month's Statement" (Only applicable to Wealth Management, NCB Wealth Management, Enrich Banking, i-Free Banking customers).
  3. How can I enquire the transactions completed through Mobile Banking?
    • You can enquire the transactions records of Mobile Banking through the following channels:
      1. You can check the transaction records of your savings and current accounts for the last 14 days, and the latest transaction records of your credit card accounts (as at the last working day) via Mobile Banking;
      2. Select the respective accounts in the "Account Overview" under "Enquiry" on the homepage of Mobile Banking, and then click "Transaction Record" under "Balance Available" section of Mobile Banking;
      3. Select the "Last Ten Mobile Banking Txn Records" under "Smart Links" on Mobile Banking; or
      4. Select the "Last Ten Transaction Records (Mobile Banking)" under "Assistant" through Internet Banking.
  4. Can I use Mobile Banking to enquire about my latest transactions completed via Internet Banking?
    • You may enquire about the transaction records for designated accounts and transaction types via Mobile Banking.

Transfer

1. Fund Transfer

(1)

How to transfer via FPS?

Via Internet Banking and Mobile Banking, you may make funds transfer in HKD or CNY to the accounts held within BOCHK or with other local banks and institutions (including SVF accounts) through FPS (Faster Payment System). If you submit instructions of funds transfer to accounts of third parties (including same named account outside of BOCHK) which have not been registered, you will be required to register them using two-factor authentication.

(2)

Which currencies are available for fund transfer?

HKD and CNY are available for Faster Payment System (FPS);USD and EUR are available for Express Transfer (RTGS/CHATS).

(3)

How can customers make interbank transfers in U.S. Dollar (USD) or Euros (EUR)?

Customers may transfer funds in USD and EUR through the “Transfer” function via personal mobile banking or internet banking, the system adopts the use of CHATS automatically when conducting fund transfers.

(4)

Can customers make transfer of funds to overseas banks via FPS?

"FPS" does not provide fund transfers to the bank accounts outside of Hong Kong.

(5)

What are the service hours for fund transfer?

The service hours and cutoff time for fund transfer are as follows:

a. Faster Payment System (FPS) in HKD and CNY: 24 hours everyday

b. Express Transfer (RTGS/CHATS) in USD and EUR: From Monday to Friday*, instructions submitted between 09:00 and 17:45 will be processed on same day; and instructions may be submitted for next settlement days after daily cutoff time (17:45).

(*Not available on public holidays)

(6)

Will fund transfer be received by the receiving bank or institution instantly or on the same day?

  • Via FPS:In normal circumstances, funds will be transferred immediately through the Faster Payment System of Hong Kong Interbank Clearing Limited, and the receiving banks or institutions will receive the funds instantly. Processing time of each receiving bank or institution may vary, actual receiving time is subject to the arrangement of the receiving bank / institution.

  • Via Express Transfer (RTGS/CHATS): In normal circumstances, transfer instructions submitted before daily cutoff time (17:45)* on settlement dayswill be processed through the Real Time Gross Settlement System of Hong Kong Interbank Clearing Limited and the receiving bank will receive the funds on the same day. Processing time of each receiving bank may vary, actual receiving time is subject to the arrangement of the receiving bank.

(*Not available on Saturdays, Sundays, and public holidays).

(7)

A payer submits a funds transfer instruction through “BOCHK” on which the payee account is identified by "mobile phone number". Would the payee receive the funds if the payee has not registered the mobile number for "FPS" account addressing?

  • The payee is not required to have-registered FPS addressing service in order to receive the funds, but the payee must have provided a valid mobile phone number on the general customer records of the Bank, and the mobile phone number is not shared with other customer records.  Further, the payee should maintain a HKD savings or current account in single name (any joint account is not applicable) for depositing the funds.

  • The payer is required to check and confirm the masked payee name shown on the fund transfer transaction.

  • If the payee has not registered “FPS” account addressing, the fund will be deposited into the account according to the following priority.

    HKD savings account (single name only)

    HKD current account (single name only)

Note: within same type, if the payee holds more than one savings or current account, the account opened most recently will have priority.

(8) A payer submits a FPS Transfer instruction on which the payee account is identified by “mobile phone number”, to which account will the funds be deposited?
  • A “default account” is associated with every account addressing record specifying to which account, bank or institution payments or funds should be received.  If the payer has not provided specific receiving bank, the transferred funds will be deposited to the default account of the payee under the addressing record.

  • If the payer has entered a specific receiving bank/institution, the transferred funds will be deposited to the payee’s account in the specified receiving bank/institution.

  • In both of the above cases, payers are required to confirm the correctness of payee by the name displayed on the fund transfer transaction.  (When the payee is a personal name, the displayed name will be masked.)  In case of doubt or uncertainty, please contact the payee and confirm the details before submission of the transfer instruction.

  • If the mobile number has no associated FPS addressing record, the transaction screen will prompt the payer for revising the payee’s information.
(9)

Can the HK dollar transferred in be deposited to the CNY account via FPS?

No. FPS doesn’t provide exchange function. The inward money can only be deposited to the account with the same currency.

(10)

Can personal customers transfer to corporate customers via FPS?

Yes. Personal customers can transfer to corporate customers by using account number/ Mobile number/ Email Address/ FPS ID.

(11)

How can I enquire my latest fund transfer transactions conducted via Mobile Banking?

You can select "Last 10 Mobile Banking Transaction" under "Profile" on Mobile Banking; or you can select "Transaction Records" under "Transfer" on Mobile Banking and Internet Banking. In addition, you may also refer to the "Last Ten Transaction Records (Mobile Banking)" under "Assistant" on Internet Banking to enquire the latest fund transfer transactions conducted via Mobile Banking.

(12)

How can I ensure the fund transfer instruction has been submitted successfully?

You may check whether the submission is successful or not on Mobile Banking.

    a. The Reference Number upon transaction completion; or

    b. Last  10 Mobile Banking Transaction Records; or

    c. Transaction Record (via Internet Banking)

(13)

How many payee’s accounts can be registered?

    a. 99 payee accounts can be registered for email or mobile phone number

    b. 25 payee accounts can be registered for non-BOCHK account

    c. 25 payee accounts can be registered for BOCHK account

    The maximum registered payee account is 134.

(14)

How can I amend the Registered Third Party Account Daily Fund Transfer Total Limit?

You can amend the limit via Internet Banking or Mobile Banking. If you would like to increase the limit, please use two-factor authentication or visit our branches for application. 

(15)

Can I use the contacts which are stored in the phone book of the mobile device to perform transfer transactions?

Yes, you can add the payee by selecting the contact from the phone book of the mobile device directly.

(16)

What if I have questions or enquiries regarding the Transfer service?

You can call our customer service hotline (+852 3988 2388) or contact our staff.

2. Transfer Limit

(1)

What kinds of limit are there for transfer transaction?

There are Daily Small Value Transfer Limit, Non-registered Payee Daily Fund Transfer Limit and Registered Third Party Account Daily Fund transfer Limit.

(2)

What’s the transaction limit of transfer?

a. The maximum limit of daily small value transfer is HKD10,000, including Mobile Banking only. The limit is for transferring to non-register payee, and the transaction is without two factors’ authentication.

b. The maximum limit of non-registered payee daily transfer is HKD400,000 (or equivalent) , including Mobile Banking only; The limit is for transferring to non-register payee, and the transaction must use two factor authentication.

c. The maximum limit of registered third party account daily fund transfer is HKD1,000,000 (or equivalent) , including Mobile Banking and Internet Banking. The limit is for transferring to register third party, and the transaction is without two factors’ authentication. If the customers want to transfer over limit, he/she may visit our branch.

d. Customer can set or change the limit through Mobile Banking and Internet Banking

e. The daily reset of the limit is at 12 midnight every day

(3)

In which currencies can Small Value Transfer Limit be used and what is the daily transfer limit?

Small Value Transfer support transfer instructions in HKD.

(4)

When will the Small Value Transfer Limit be affected?

Your setting of Small Value Transfer Limit will be changed to “0” under the below situation(s):

  • if you change / delete the mobile phone number in our bank’s record;

  • if you delete the e-mail address in our bank’s record;

  • if you have not proceed any Small Value Transfer transaction service within latest 18 months;

  • if you cancel the personal internet banking service in our bank;
(5)

When will the Non-registered Payee Transfer Limit be affected?

Your setting of Non-registered Payee Transfer Limit will be changed to “0” under the below situation(s):

if you have not proceed any Non-registered Payee Transfer transaction service within latest 18 months;

3. Security

(1)

Will the account risk increase after registering FPS service? how can customers protect their accounts security?

Registering FPS service means binding mobile number or email address to your account. After successful registration, the payer can transfer to payee’s binding account by inputting mobile number or email address. The payer cannot see any account information except the family name and initials of the given name of the payee at the time of transaction confirmation. So registering FPS service will not increase the account risk.

However, please note that do not use your mobile phone or email address register someone else’s account. Otherwise it will cause the risk that the money will be transferred to someone else’s account.

(2)

What ‘s the security tips for using FPS?

To ensure your financial security, please carefully verify the merchant name or payee name (partially masked) before making FPS payment by Mobile Phone No., E-mail Address, FPS Identifier or making QR Code Payment after login to Personal Mobile Banking. If you receive any suspicious payment request, please confirm with the payee before making payment. For more details of online security tips, please visit our website: www.bochk.com (Home > Security information).

Faster Payment System

1. Introduction

(1)

What is ”FPS”?

(Faster Payment System),“FPS” is the acronym of Faster Payment System which is a system launched by Hong Kong Monetary Authority (HKMA) in September, 2018. The main functions including:

  • 7 x 24 x 365 real time interbank balance transfer
  • support payments and transfer in in Hong Kong Dollar (HKD) and Chinese Yuan (RMB/CNY)
  • connection between bank and SVF accounts
  • bill payment to merchant and institution
  • support payment and receiving fund via QR code
(2)

What is the service hour of "FPS"?

"FPS" operates 24 hours a day, seven days a week (including Sundays and Holidays) in real time mode, so you may initiate payments and transfers to payees of other local bank at any time via personal mobile banking or internet banking. Kindly note that some participating banks / institutions may provide parts of their services during maintenance of their respective systems. When making payment require instant delivery (e.g. making instant payments at shops through QR Code Service) please read carefully there is no alert message of possible delay in settlement before confirm to proceed.

(3)

Which currencies does "FPS" support?

“FPS" supports payments and transfers in Hong Kong Dollar (HKD) and Chinese Yuan (RMB/CNY).

(4)

How do customers use "FPS"?

Customers can experience "FPS" through personal mobile banking or internet banking, including account addressing service, and through Transfer, “Small Value Transfer”, and “QR Code Payment” to make FPS transfers to the accounts of local banks and SVF accounts.("Small Value Transfer" and " QR code Payment" are only available in personal mobile banking).

(5)

Will the customer be charged when transfer via FPS?

Now the handling fee is waived to personal customer when transfer via FPS (including transfer in and out).

2. FPS Account Addressing

(1)

What does FPS account addressing mean?

FPS supports the use of predefined Proxy ID, i.e. mobile phone number, email address, or FPS ID(for corporate accounts), to identify the payee account.  If the payee has registered to use Proxy ID to associate with his/her account through the receiving bank/institution (such as SVF Operator), the payer may just enter the Proxy ID when making transfers to the payee account.

(2)

How do I do Account Addressing?

You can apply for binding your own mobile phone number or email address to your bank accounts in the "Register FPS" of personal mobile banking, internet banking or BoC Pay mobile app. You can also binding your own mobile phone number to your bank accounts by visiting our branches. When processing your application, we will send an SMS message or email asking you to complete the verification process. When the verification is completed, the Bank will bind your mobile phone number/email address to bank account and register them at FPS System.

(3)

Which accounts can I register with FPS?

Customers can bind HKD &/or RMB current/saving account (including joint account with the “either to sign” arrangement) or Smart Account (as the collecting account only ) on “Register FPS” via Mobile Banking and Internet Banking. Each Proxy ID can be associated with one HKD collecting account (including Smart Account), and  one RMB collecting account.  On each addressing record, setting up of your collecting accounts for HKD transactions is mandatory, and setting up of your collecting accounts for RMB is optional.

(4)

If a smart account is associated to FPS addressing record, are there limits to the transfer transactions?

If a smart account is registered as a collection account in FPS addressing record, the fund transfer transactions will observe the limits for smart account, including the daily aggregate transaction limit and the account balance limit.

(5)

If the customer would like to register the mobile number or email address for FPS addressing, should he use the same mobile number or email address registered in our bank?

Yes.

(6)

Can mobile phone numbers of other countries/regions be used for addressing?

Yes, customers can register FPS with mobile phone number of other country/region, however it must be registered in our bank and support receipt of SMS message and completion of the verification process.

(7)

Can the customer bind one mobile number/email address to several accounts?

Customers can only bind one mobile number/email address to one BOCHK HKD account and one CNY account. However, one mobile number/email address can bind different accounts from different banks or institutions, and one account of the bank or institution should be set as the FPS default account.

(8)

If mobile number is changed, how to continue using FPS service?

If mobile number is changed, customer should visit our branch to change the registered mobile number in our system, and delete the addressing record at branches or via mobile banking, internet banking or BoC Pay mobile app. After your registered mobile number has been changed in our system, you can apply for binding your new mobile phone number to your bank accounts in the "Register FPS" of personal mobile banking, internet banking or BoC Pay mobile app. You can also bind new mobile phone number to your bank accounts by visiting our branches.

(9)

How can a customer cancel addressing record or remove addressing service?

Customer can log in to personal mobile banking, internet banking or BoC Pay mobile app, select “Register FPS”, and click "Delete" to cancel or unbind registration records of our bank or cancel or unbind registration records of other banks through “Register FPS > Enquire FPS Record”. After deletion, the customer can no longer receive payment via the relevant phone number or email address. You can also delete the binding record of BOCHK by visiting our branches. However, the customer can still receive fund via account number.

(10)

Does the payer need to register the FPS addressing service before transfer?

The Payer does not need to register the FPS addressing service.

(11)

How to check the the FPS addressing account records?

Internet banking:「Setting」--「My Account」--「Register FPS」

Mobile Banking:「Profile」--「Setting」--「Register FPS」

(12)

What kind of FPS account addressing service does branch provide?

Our branch offers FPS addressing registration\ modification\ deletion and inquiry. Only mobile number would be accepted currently in FPS addressing in branch. The “FPS addressing modification”  allows changing the binding HKD or RMB receiving account / set BOCHK ‘s account to be the FPS default account.

 

QR Code Pay 

1. What is QR Code Pay?

The QR code payment service enable customers to scan QR codes for fund transfer on personal mobile banking. 

2. How to start using "QR Code Payment"?

Customers are required to use the Security token or Mobile Security Key to set the “Small Value Transfer Daily Limit”, and then they can use the QR code payment service to pay the payee or merchant, including personal accounts or merchant accounts for small value payments, without registration of the payee or merchant. 

3. What happens if the transaction amount of "QR Code payment" exceeds the Small Value Transfer Daily Limit?

  • If the payment amount exceeds the “Small Value Transfer Daily Limit” and doesn’t exceed the “Non-registered Payee Transfer Daily Limit”, the amount will be counted to “Non-registered Payee Transfer Daily Limit”, while customers have to go through two-factor authentication to complete the transaction.
  • If the payment amount exceeds the “Non-registered Payee Transfer Daily Limit”, the transaction will be rejected. 

4. Can the “QR Code Payment” transaction with merchant be completed immediately?

The FPS system operates 24 hours a day, seven days a week (including Sundays and Holidays) in real time mode, and the FPS online transfer transaction can normally be completed around ten seconds.  Each participating bank/institution may provide part of their services during maintenance of their respective systems.  In this case, the receiving bank/institution may not be able to deliver the funds to the merchant immediately.  If the personal mobile banking prompts that the receiving bank/institution is not in the instant settlement mode, please decide whether or not to proceed with your payment by its urgency, under the circumstance that it is not possible to predict when the merchant will receive the payment notification. 

5. What are the security tips for using this function?

To ensure your financial security, please carefully verify the merchant name or payee name (partially masked) before making FPS payment by Mobile Phone No., E-mail Address, FPS Identifier or making QR Code Payment after login to Personal Mobile Banking. If you receive any suspicious payment request, please confirm with the payee before making payment. For more details of online security tips, please visit our website: www.bochk.com (Home > Security information).

 

Currency Exchange

  1. What currency exchange services are available on Mobile Banking?
    • HKD-CNY or foreign exchange plus cross-rate exchange services are available on Mobile Banking.
  2. Are there any additional charges for using currency exchange services on Mobile Banking?
    • The currency exchange services on Mobile Banking are free of charge.
  3. What is the daily maximum exchange limit for Renminbi?
    • The daily maximum exchange amount for personal accounts (including joint accounts) of Hong Kong residents is CNY 20,000 per account holder.
  4. What are the service hours of currency exchange services on Mobile Banking?
    • The service hours of the currency exchange services on Mobile Banking are 24 hours (Monday-Friday) and from Hong Kong time 08:30 to 13:00 (Saturday) on Mobile Banking. For details of service hours for respective currencies and special occasion, please go to the "Exchange" item under "Currency Exchange" on Mobile Banking.
  5. Can I withdraw the foreign currency banknotes from branches after performing currency exchange on Mobile Banking?
    • Cash withdrawal from Multi-Currency Account is subject to the availability of banknotes. This service is available to certain foreign currencies only. Handling charges may apply.
  6. Can I check the details of the currencies that I hold on Mobile Banking?
    • Yes, you can enquire the ledger balance and available balance for each currency of your account at "Account Overview" under "Enquiry" or "Account Details" under "Currency Exchange" on Mobile Banking.
  7. How can I enquire my latest currency exchange transactions completed conducted via Mobile Banking?
    • You can select "Last Ten Mobile Banking Txn Records" under "Smart Links" on Mobile Banking. Or you can select "Transaction Records" under "Currency Exchange". In addition, you may select "Last Ten Transaction Records (Mobile Banking)" under "Assistant" on Internet Banking to enquire the latest currency exchange transactions conducted via Mobile Banking.
  8. How can I ensure the currency exchange instruction has been submitted?
    • You may check whether the submission is successful or not on Mobile Banking.
      1. The Reference Number upon transaction completion; or
      2. Last Ten Mobile Banking Transaction Records
  9. How is the "Reference Available Balance (HKD)" under "Account Details" calculated?
    • The "Reference Available Balance (HKD)" is the equivalent balance in HKD calculated basing on the current exchange rate or the reference exchange rate quoted at a specific time of the relevant currency. This balance is for reference only.
  10. Are the exchange rates quoted on Mobile Banking the reference prices?
    • Yes.

Time Deposit

  1. What time deposit services are available on Mobile Banking?
    • You can place time deposits, review transaction records and amend maturity instructions flexibly via Mobile Banking.
    • Placement of time deposits can be made from Hong Kong time 09:00 to 20:00 on Mondays to Fridays, and from 09:00 to 16:00 on Saturdays, except public holidays. Please note that for instructions made after 13:00 on Saturdays, the required funds must be withdrawn from the account in the same currency.
  2. Can I amend the maturity instruction(s) of time deposit via Mobile Banking?
    • You can amend the maturity instruction(s) of time deposit anytime through the "Transaction Record" Details page under the "Time Deposit" of Mobile Banking. Please note that amendment of maturity instruction(s) must be made before the cut-off time at least one working day prior to maturity. The cut-off time for instruction placement is 20:00 from Mondays to Fridays and 16:00 on Saturdays.
  3. Can I enquire the transaction records through Mobile Banking for the time deposit(s) that I have placed via other channels?
    • Yes. If you have placed the time deposits through Internet Banking, Phone Banking or branches, you can enquire the details of the transactions in your account through the "Account Overview" under "My Account" or the "Transaction Record" under "Time Deposit" of Mobile Banking.
  4. How can I ensure that the time deposit placement has been submitted?
    • You may check whether the submission is successful or not via Mobile Banking:
      1. The Reference Number upon transaction completion; or
      2. Transaction record; or
      3. Last 10 Mobile Banking transaction records

e-Cheque

  1. What kind of e-Cheques Services are available on Mobile Banking?
    You can issue, deposit , enquire and stop e-Cheque/e-Cashier’s Order via Mobile Banking.


    Service Hours
  2.   Monday to Friday Saturday Sunday and the public holidays
    Issue ^ 24 hours 24 hours 24 hours
    Deposit *# 24 hours 24 hours 24 hours
    Status Enquiry 24 hours 24 hours 24 hours
    Stop Payment ^ 08:00-21:00 08:00-16:00 --

    ^ - If the service involves foreign exchange (i.e. e-Cashier's Order issuance), the service is available 24 hours from Monday to Friday and is available only from 8:30am to 1:00pm on Saturday.

       - The service is also available during public holiday which is from Monday to Friday, the issuance of Black Rain Storm Warning or the hoist of Typhoon Signal No. 8. Except THB, SGD, DKK, NOK and SEK, the service of other currencies is available from 8:00am on Monday to 5:00am on Saturday. On 25th December, the service is available until 5:00pm. The service of THB, SGD, DKK, NOK and SEK is available from 8:00am to next day 3:30am. On 25th December, the service is available until 5:00pm.

       - The service is not available during public holiday which is on Saturday, the issuance of Black Rain Storm Warning or the hoist of Typhoon Signal No. 8. However, service is still available if the Black Rain Storm Warning is issued at or after 8:30 am (subject to further notice in case of special occasions). On 25th December, the service is not available.

    * - For the "Deposit Now" instruction that has been submitted before the cut-off time (HKT Time: 9:00p.m.on Monday to Friday, except public holiday), the instruction will be processed on the same date (applicable to the e-Cheque/ e-Cashier's Order that does not involve manual processing). For the "Deposit Now" instruction that has been submitted after the cut-off time, the instruction will be carried out on the next business day.

    # - If the "Deposit Date" is set to a future date, the instruction for the e-Cheque/ e-Cashier's Order deposit will be handled on the selected future date. If the "Deposit Date" is on Saturday, Sunday or a public holiday, the instruction may be executed on the next business day (only execute from Monday to Friday).

  3. How can I issue an e-Cheque/e-Cashier’s Order on Mobile Banking?
    • You can issue e-Cheque/e-Cashier's Order via "Banking > e-Cheque > Issue" after accepting the relevant Terms and Conditions of e-Cheques Services and setting the transaction limit.
    • You can choose to issue "Now" or set up a preset instruction.
    • You can issue up to eight e-Cheque(s)/e-Cashier's Order(s) during each transaction.
    • We provide e-mail delivery services and the e-Cheque/e-Cashier's Order will be sent to the e-mail address(es) of the recipient(s). As the e-mail delivery service depends on the recipient's e-mail provider, the Bank may not be able to fully determine whether it has been sent successfully. Therefore, it is recommended that you contact the recipient(s) whether he/she has received your e-Cheque on the issue date. Also, our e-mail will display the content in the e-mail message field that you have entered.
    • E-mail Message
      1. Accepted Characters
        1. English Characters, e.g. A,a,B,b,C,c
        2. Numerical Characters, e.g. 1,2,3
        3. The symbols : / - ? : ( ) . , ' + !
      2. Blank lines or consecutive space are not accepted.
    • Handling fee of e-Cashier's Order issuance
    Bank Handling Fee
    Bank of China (Hong Kong) Limited http://www.bochk.com/en/servicecharge.html
    Nanyang Commercial Bank Ltd http://www.ncb.com.hk/nanyang_bank/eng/html/12113.html
    Chiyu Banking Corporation Ltd http://www.chiyubank.com/chiyu/en_personal_banking8_1.htm

  4. How can I deposit an e-Cheque/e-Cashier’s Order on Mobile Banking?
    • You can deposit e-Cheque/e-Cashier's Order via "Banking > e-Cheque > Deposit" after accepting the relevant Terms and Conditions of e-Cheques Services.
    • You can choose to deposit "Now" or in a forward date.
    • For Android, you can deposit up to eight e-Cheque(s)/e-Cashier's Order(s) during each transaction. For iOS/Windows Mobile, you can deposit 1 e-Cheque/e-Cashier's Order during each transaction.
    • Multiple-to-sign joint account does not accept scheduled presentment of e-Cheque/e-Cashier's Order.

  5. Can I check the status of an e-Cheque/eCashier’s Order on Mobile Banking?
    • Yes.
    • The issuance record will be retained for up to 6 months.
    Status Remarks
    Issued The e-Cheque/e-Cashier's Order is issued, and it is not yet exchanged.
    Cleared The deposited e-Cheque/e-Cashier's Order is cleared.
    Cancelled The scheduled issuance of e-Cheque/e-Cashier's Order is cancelled
    Stopped The e-Cheque is stopped.
    Refunded The e-Cashier's Order is refunded.
    Expired The e-Cheque/e-Cashier's Order is expired and ineffective.
    Rejected The e-Cheque/e-Cashier's Order is rejected.
    Returned The e-Cheque/e-Cashier's Order is returned.
    Scheduled The scheduled issuance of e-Cheque/e-Cashier's Order is in progress and has not reached the scheduled issuance date yet.
    Stop in progress The stopping of e-Cashier's Order is in progress.

    • The deposit record will be retained for up to 6 months.
    Status Remarks
    Deposited The e-Cheque/e-Cashier's Order is depositing, and it is not yet cleared.
    Cleared The deposited e-Cheque/e-Cashier's Order is settled.
    Cancelled The scheduled presentment of e-Cheque/e-Cashier's Order is cancelled
    Rejected The e-Cheque/e-Cashier's Order is rejected.
    Returned The e-Cheque/e-Cashier's Order is returned by the Paying Bank.
    Scheduled The scheduled presentment of e-Cheque/e-Cashier's Order is in progress and has not reached the scheduled presentment date yet.

  6. Can I stop an e-Cheque/eCashier’s Order on Mobile Banking?
    • Yes.
    • You can make a request of stopping a single or a combination of e-Cheque/e-Cashier's Order for up to 20 e-Cheque/e-Cashier's Order.
    • The service charge is counted by each request irrespective of the number of e-Cheques.
    • The service charge is counted by each e-Cashier's Order.
    • Service charge    
    Bank Service Charge
    Bank of China (Hong Kong) Limited http://www.bochk.com/en/servicecharge.html
    Nanyang Commercial Bank Ltd http://www.ncb.com.hk/nanyang_bank/eng/html/12113.html
    Chiyu Banking Corporation Ltd http://www.chiyubank.com/chiyu/en_personal_banking8_1.htm

Physical Cheque

  1. What kind of physical cheque services are available on Mobile Banking?

    You can do status enquiry and stop physical cheque via Mobile Banking.

    Service Hours:
    Monday to Friday Saturday Sunday and the public holidays
    08:00 - 20:00 08:00 - 16:00 --

  2. Can I check the status of an e-Cheque/eCashier’s Order on Mobile Banking?

    Yes. You can check the status of up to 20 cheques.
    Status Remarks
    Not existed The cheque number is incorrect or deleted.
    Unused The cheque has not yet been presented.
    Used The cheque has been presented.
    Stop payment by customer The cheque has been stopped by customer.

  3. Can I stop a cheque on Mobile Banking?
    • Yes. You can make a stop payment request for up to 20 cheques.
    • The service charge is counted by each request irrespective of the number of cheques.
    Bank Service Charge
    Bank of China (Hong Kong) Limited http://www.bochk.com/en/servicecharge.html
    Nanyang Commercial Bank Ltd http://www.ncb.com.hk/nanyang_bank/eng/html/12113.html
    Chiyu Banking Corporation Ltd http://www.chiyubank.com/chiyu/en_personal_banking8_1.htm

Bill Payment

  1. What bill payment services are available on Mobile Banking?
    • Bill payments by using "My Bill List" or selected merchant are available on Mobile Banking. The bills created on Internet Banking will be automatically displayed on Mobile Banking. Alternatively, you can pay directly the bills of the merchants preset by the Bank without setting up bills.
  2. What kind of account can be made for bill payment?
    • Bank account and BOC Credit Card account registered under Mobile Banking can be allowed for bill payment. Please be noted that some selected merchants can be paid by the bank account only or BOC Credit Card account only.
  3. How can I set up "My Bill List" for bill payment on Mobile Banking?
    • You can setup "My Bill List" via payment through "Bill Payment" on Internet Banking. The bills created will be automatically displayed at Mobile Banking. You can delete or amend the bills via Internet Banking.
  4. Can I set up forward dated instruction for bill payment on Mobile Banking?
    • Yes. Both immediate and forward dated bill payment instructions can be set up via Mobile Banking. Immediate bill payment instruction will be processed on the same day. If it is not a business day, the instruction will be processed on the next business day. You can also set up a forward dated instruction to be effective in the next 45 days. Please make sure that the account has sufficient fund before the effective date.
  5. What are the service hours for making bill payment by BOC Credit Card or BOC Express Cash Card?
    • Bill payments by BOC Credit Card or BOC Express Cash Card can be made during the following service hours (Hong Kong time)
      Monday - Friday: Before 15:00 or
      Saturday: Before 10:00
      Instructions made within the above service hours will be processed on the same business day.
      Instructions made beyond the above service hours or on a Sunday, Public Holiday or other non-business day will be processed on the next working day.
      Results of bill payments (including immediate and forward dated payments) will be posted under "Bill Payment - Transaction Record" of Internet Banking and Mobile Banking after Hong Kong time 20:30 (Monday - Friday) and 13:30 (Saturday) on the processing day. Should your payment instruction not be executed successfully, you will be notified by email after the same period.
  6. How many selected merchants can be paid direct?
    • Mobile Banking currently supports paying to 10 selected merchants direct. You can pay the selected merchants via "Bill Payment > New Bill" function.
  7. What is the daily payment limit on Mobile Banking?
    • Daily payment limits are grouped as follows:
      1. The maximum daily payment limit via HKD Savings or Current account(s) is HKD50,000.
      2. The daily maximum limit for online tax payment to Inland Revenue Department is HKD500,000 or the available limit of your BOC Credit Card (whichever is lower), whereas the daily maximum limit of your BOC Commercial Card for online tax payment to Inland Revenue Department is HKD30,000 or the available limit of the card (whichever is lower). Apart from tax payment, the daily maximum limit for online bill payment is HKD50,000 for BOC Credit Card / Express Cash or the available credit limit of the card (whichever is lower). For BOC Commercial Card, the daily maximum limit for online bill payment is HKD30,000 or the available credit limit of the card (whichever is lower).
      3. "Bank's Designated Merchants" are the merchants marked with "*". The default daily payment limit is HKD0. You may increase the daily payment limit online using two-factor authentication or visit our branches for application. For bill payment of the Bank's designated merchants, the daily limit is HKD1,000,000 (or equivalent).
      Please be noted that Internet and Mobile Banking share the same daily limit of bill payment.
  8. Is there any notification after completing the bill payment?
    • Notification will only be given when the payment instruction cannot be processed. If you paid by bank account, you will be notified by email and SMS. If you paid by credit card account, only email notification will be sent out.
  9. How can I enquire my latest bill payment transactions conducted on Mobile Banking?
    • You can select "Transaction Record" under "Bill Payment"; or select "Last 10 Mobile Banking Txn Records" under " Assistant" on Mobile Banking. Or you can select "Transaction Records" under "Bill Payment" on Internet Banking. In addition, you may select "Last Ten Transaction Records (Mobile Banking)" under "Assistant" on Internet Banking to enquire the latest bill payment transactions conducted via Mobile Banking.
  10. How can I ensure the bill payment instruction has been submitted?
    • You may check whether the submission is successful or not on Mobile Banking.
      1. The Reference Number upon transaction completion; or
      2. Transaction Record; or
      3. Last 10 Mobile Banking Transaction Records
  11. Can I cancel my forward dated bill payment instruction submitted via Mobile Banking?
    • Yes. You can cancel your forward dated bill payment instructions under "Processing" status via Mobile Banking.
  12. Does Mobile Banking offer e-Bill Service?
    • You can view and settle the latest 3 e-Bills via Mobile Banking. To register for the e-Bill Service, enrol for or delete any e-Bill and receive the e-Receipt issued by the charitable organisations, please process via Internet Banking.
  13. What is the maximum number of e-Bills that I can view via Mobile Banking?
    • You can view the latest 3 e-Bills via Mobile Banking and view the e-Bills of the last 13 months via Internet Banking.

HK Securities

Securities Trading

  1. What kind of securities trading services are provided by Mobile Banking?
    • You can trade all securities listed on the Hong Kong Exchanges and Clearing Limited via Mobile Banking.
  2. What kinds of market information are provided by Mobile Banking?
    • Mobile Banking provides Real-time stock quote, Market Indices and financial news of Hong Kong stock, etc.
  3. What are the securities trading service hours for Mobile Banking?
    • Mobile Banking provides 24-hour HK securities order placement service. You can place, update or delete orders within the service hours anywhere, anytime. All at-auction and at-auction limit orders can be entered or updated before end of the pre-opening session.

      Notes: information refresh procedure is performed every Monday to Friday from 4:00 pm to 5:30 pm; system upgrade is performed every Tuesday to Saturday from 2:30 am to 5:30 am and every Sunday from 2:30 am to 8:00 am. During the scheduled period, the services are unavailable.
  4. What are the securities service charges of Mobile Banking?
    • The HK Securities service charges of Mobile Banking, Internet Banking and Automated Stock Trading Hotline are unified. Please click here for details.
  5. Can I use Mobile Banking to enquire, update or delete securities trading orders placed via other channels?
    • Yes. You can simply select "Transaction Record" page under HK Securities to enquire, update or delete any orders placed via Internet Banking, Automated Stock Trading Hotline, Manned Trading Hotline or designated branches.
  6. Does Mobile Banking provide free real-time stock quotes? What are the charges for additional quotes?
    • Yes. Mobile Banking offers free real-time basic HK stock quotes and monthly free detailed HK stock quotes (number of detailed quotes according to your Securities Club’s membership status). You can also use the detailed stock quotes on Internet Banking. For example, Gold Star member of the Securities Club is entitled to a total of 1,000 free detailed stock quotes per month for both Internet Banking and Mobile Banking. Each additional detailed quote will be charged at HK$0.10 (minimum charge at HK$10 per month).
  7. How to verify the securities trading order has been successfully submitted?
    • Order Number of completed transactions; or
    • Last 10 Mobile Banking Transaction Records; or
    • Transaction Record under Securities
  8. How to verify if the executed securities trading order is successful?
    • Transaction Record under Securities; or
    • Email notification *; or
    • SMS notification *
      * Only applicable to customer who has registered email address / mobile phone number.

 

HK Securities Margin

  1. What kind of securities margin trading services are provided by Mobile Banking?
    • You can trade all securities listed on the Hong Kong Exchanges and Clearing Limited with your securities margin account via Mobile Banking.
  2. What kinds of market information are provided by Mobile Banking?
    • Mobile Banking provides Real-time stock quote, Market Indices and financial news of Hong Kong stock etc.
  3. What are the securities margin trading service hours for Mobile Banking?
    • Mobile Banking provides 24-hour HK Securities Margin order placement service. You can place, update or delete orders within the service hours anywhere, anytime. All at-auction and at-auction limit orders can be entered or updated before end of the pre-opening session.

      Notes: information refresh procedure is performed every Monday to Friday from 4:00 pm to 5:30 pm; system upgrade is performed every Tuesday to Saturday from 2:30 am to 5:30 am and every Sunday from 2:30 am to 8:00 am. During the scheduled period, the services are unavailable.
  4. What are the securities margin service charges of Mobile Banking?
    • The HK Securities Margin service charges of Mobile Banking, Internet Banking are unified. Please click here for details.
  5. Can I use Mobile Banking to enquire, update or delete securities margin trading orders placed via other channels?
    • Yes. You can simply select "Transaction Record" page under HK Securities Margin to enquire, update or delete any orders placed via Internet Banking, Manned Trading Hotline or designated branches.
  6. Does Mobile Banking provide free real-time stock quotes? What are the charges for additional quotes?
    • Yes. Mobile Banking offers free real-time basic HK stock quotes and monthly free detailed HK stock quotes (number of detailed quotes according to your Securities Club’s membership status). You can also use the detailed stock quotes on Internet Banking. For example, Gold Star member of the Securities Club is entitled to a total of 1,000 free detailed stock quotes per month for both Internet Banking and Mobile Banking. Each additional detailed quote will be charged at HK$0.10 (minimum charge at HK$10 per month).
  7. How to verify the securities margin trading order has been successfully submitted?
    • Order Number of completed transactions; or
    • Last 10 Mobile Banking Transaction Records; or
    • Transaction Record under Securities
  8. How to verify if the executed securities margin trading order is successful?
    • Transaction Record under Securities; or
    • Email notification *; or
    • SMS notification *
      * Only applicable to customer who has registered email address / mobile phone number.
  9. Can I enquire the margin ratio and interest receivable / payable through Mobile Banking?
    • Yes. You can select "Financial Status" of "Account Details" under "HK Securities Margin" of Mobile Banking to enquire the margin ratio and the interest receivable/payable with respect to your securities margin account.
  10. Can I conduct margin transfer through Mobile Banking?
    • Yes. You can conduct margin transfer between your securities margin account and your settlement account through Mobile Banking. Prior registration must be made through Internet Banking. Once the margin ratio in your securities margin account reaches 110% or above, you are advised to deposit sufficient margin immediately. Force sale may be taken place by the Bank without prior notice if the margin ratio is over 120% until the margin ratio in the securities margin account has dropped to 100% or below.

A Share Securities

A Share Securities

  1. What kind of securities trading services are provided by Mobile Banking?
    • You can trade designated securities listed on Shanghai Stock Exchange via Mobile Banking.
  2. What kinds of market information are provided by Mobile Banking?
    • Mobile Banking provides real-time stock quotes, market indices and financial news of A shares, etc.
  3. What are the securities trading service hours for Mobile Banking?
    • Mobile Banking provides 24-hour A shares order placement service. You can place or delete orders within the service hours anywhere, anytime.

      Notes: information refresh procedure is performed during the trading days for Shanghai-Hong Kong Stock Connect from 3:00 pm to 7:00 pm; system upgrade is performed every Tuesday to Saturday from 2:30 am to 5:30 am and every Sunday from 2:30 am to 8:00 am. During the scheduled period, the services are unavailable.
  4. What are the securities service charges of Mobile Banking?
    • The A Share Securities service charges of Mobile Banking are the same as those of Internet Banking. Please click here for details.
  5. Can I use Mobile Banking to enquire or delete securities trading orders placed via other channels?
    • Yes. You can simply select "Transaction Record" page under A Share Securities to enquire or delete any orders placed via Internet Banking, Manned Trading Hotline or designated branches.
  6. Does Mobile Banking provide free real-time stock quotes? What are the charges for additional quotes?
    • All customers can enjoy unlimited real-time A Share stock quotes for free via Internet Banking and Mobile Banking.
  7. How to verify the securities trading order has been successfully submitted?
    • Order Number of completed transactions; or
    • Last 10 Mobile Banking Transaction Records; or
    • Transaction Record under Securities
  8. How to verify if the executed securities trading order is successful?
    • Transaction Record under Securities; or
    • Email notification *; or
    • SMS notification *
      * Only applicable to customer who has registered email address / mobile phone number.

 

A Share Securities Margin

  1. What kind of securities margin trading services are provided by Mobile Banking?
    • You can trade designated securities listed on Shanghai Stock Exchange via Mobile Banking.
  2. What kinds of market information are provided by Mobile Banking?
    • Mobile Banking provides real-time stock quotes, market indices and financial news of A shares, etc.
  3. What are the securities margin trading service hours for Mobile Banking?
    • Mobile Banking provides 24-hour A shares margin order placement service. You can place or delete orders within the service hours anywhere, anytime.

      Notes: information refresh procedure is performed during the trading days for Shanghai-Hong Kong Stock Connect from 15:00 to 19:00; system upgrade is performed every Tuesday to Saturday from 02:30 to 05:30 and every Sunday from 02:30 to 08:00. During the scheduled period, the services are unavailable.
  4. What are the securities margin service charges of Mobile Banking?
    • The A Share Securities service charges of Mobile Banking are the same as those of Internet Banking. Please tap here for details.
  5. Can I use Mobile Banking to enquire or delete securities margin trading orders placed via other channels?
    • Yes. You can simply select "Transaction Record" page under A Share Securities to enquire or delete any orders placed via Internet Banking, Manned Trading Hotline or designated branches.
  6. Does Mobile Banking provide free real-time stock quotes? What are the charges for additional quotes?
    • All customers can enjoy unlimited real-time A Share stock quotes for free via Internet Banking and Mobile Banking.
  7. How to verify the securities margin trading order has been successfully submitted?
    • Order Number of completed transactions; or
    • Last 10 Mobile Banking Transaction Records; or
    • Transaction Record under Securities
  8. How to verify if the executed securities margin trading order is successful?
    • Transaction Record under Securities; or
    • Email notification *; or
    • SMS notification *
      * Only applicable to customer who has registered email address / mobile phone number.
  9. Can I enquire the margin ratio and interest receivable/payable through Mobile Banking?
    • Yes. You can select "Financial Status" of "Account Details" under "A Share Securities Margin" of Mobile Banking to enquire the margin ratio and the interest receivable/payable with respect to your securities margin account.
  10. Can I conduct margin transfer through Mobile Banking?
    • Yes. You can conduct margin transfer between your securities margin account and you settlement account through Mobile Banking. Prior registration must be made through Internet Banking. Once the margin ratio in your securities margin account reaches 110% or above, you are advised to deposit sufficient margin immediately. Force sale may be taken place by the Bank without prior notice if the margin ratio is over 120% until the margin ratio in the securities margin account has dropped to 100% or below.

Securities Club

Securities Club

  1. What is "Securities Club"?
    • Securities Club is a membership programme for our securities customers. It comprises four tiers of membership, Diamond Star, Gold Star, Silver Star and Bright Star to offer our customers an array of exclusive benefits and privileges.
    • Customers who maintain our securities account will automatically become Bright Star members and their membership can be upgraded upon fulfilling the specific requirements of accumulated securities transaction amount or Investment Assets Value within each Membership Period.
    • Securities services and privileged offers for each membership tier are as follows:

      Preferential Brokerage Fees (applicable to Diamond Star, Gold Star and Silver Star members)
      Personalised Securities Services (applicable to Diamond Star and Gold Star members)

      Diamond Star / Gold Star members may apply for our Personalised Securities Services (applicable to BOCHK customers only). The dedicated Securities Services Manager will provide customers with one-stop Personalised Securities Services from order placement to transaction confirmation. The Securities Services Manager will also regularly update customers on the latest market news, listed companies movement, price change alert and corporate actions handling, etc., helping customers to manage the investment portfolio with ease. Securities Services Manager will also provide customers with services on various special order instructions to help customers to execute the orders at the target price to grasp every investment opportunity.

      Custody Fee Waiver (applicable to Diamond Star members)
      BOCHK Wealth Management / NCB Wealth Management Monthly Service Fee Waiver (only applicable to Diamond Star members)

      To truly reflect the superior membership status, Diamond Star members who take up new Wealth Management service can enjoy monthly service fee waiver offer and a wide array of professional financial services.

      Customer Exclusive Events (applicable to Diamond Star and Gold Star members)

      Diamond Star and Gold Star members will be given priority to participate in a host of leisure and value-added activities to accentuate the distinct identity.

      Investment Seminar (applicable to all members)

      Priorities will be granted to Securities Club members to participate in the Bank’s investment seminars in which investment critics and experts will share their professional knowledge and market insights.

       


  2. What are the requirements for each membership tier of the Securities Club?
    • The membership status will be determined by the accumulated securities transaction amount or Investment Assets Value under the securities account or securities margin account during each Membership Period. Details are as follows:

      Membership tier Required accumulated securities transaction amount or Required Investment Assets Value in each Membership Period
      Diamond Star HK$30million or above
      Gold Star HK$3 million or above to below HK$30 million
      Silver Star HK$300,000 or above to below HK$3 million
      Bright Star Below HK$300,000

  3. Which types of eligible transactions will be calculated for the accumulated securities transaction amount? Will IPO subscription or contributions of Monthly Stocks Saving Plan be calculated?
    • Eligible transactions include buying and selling of local securities listed on the Hong Kong Exchanges and Clearing Limited (including securities settled in Hong Kong Dollar and non-Hong Kong Dollar) through our securities account or securities margin trading account, IPO subscription or IPO financing through yellow form application with shares successfully allotted and contributions of the Monthly Stocks Savings Plan (excluding the brokerage fee and other service fees). The transaction amount of each eligible transaction will be rounded down to the nearest dollar (e.g. if the transaction amount is HK$105.8, the amount will be calculated as HK$105.) Please contact the staff of the Bank for details.
  4. How to calculate the accumulated securities transactions amount for eligible transactions settled in non-Hong Kong Dollar?
    • The transactions settled in non-Hong Kong Dollar will be converted into Hong Kong Dollar at the exchange rate determined by the Bank on the day of transaction.
  5. How to calculate the investment assets value of Securities Club?
    • Investment Assets Value includes the value of the following investment items under the customer’s name (sole-name account and joint-name account will be calculated separately) in the prevailing month: the average amount of the total day-end balance of Securities, Securities Margin, Bonds, Certificate of Deposit, Funds, Structured Notes, Equity Linked Investments, Currency Linked Investments, Structured Investments, Investment Deposit, Precious Metal / FX Margin, Precious Metals. The Bank will calculate the daily market value according to the features of investment products. Unsettled bought quantities of the stock are excluded while securities collaterals are included. Actual monthly calculation period starts from the last business day of the previous month to the day before last business day of the prevailing month.
  6. When will the membership status be reviewed?
    • The membership period lasts for 12 months. Customers who fulfil the requirement of accumulated securities transaction amount or Investment Assets Value of a higher membership tier will be upgraded to that higher tier on the first day of the following month. Once the membership status is upgraded, the accumulated securities transaction amount will be reset.
    • Upon expiry of the membership period, customer’s membership will be upgraded, maintained, or adjusted based on the securities transaction amount accumulated or Investment Assets Value.
    • Customers can enquire their membership information on their securities account monthly statements, integrated accounts monthly statements and via Internet Banking or Mobile Banking.
  7. Does Securities Club allow cross-tier membership adjustment?
    • The Club allows cross-tier membership adjustment. Customers who fulfill the requirement of accumulated securities transaction amounts or Investment Assets Value of the higher tiers within a membership year, their memberships will be upgraded in the following month.
  8. How to calculate the membership period?
    • The membership period lasts 12 months. Upon expiry of the membership period, the accumulated securities transaction amount will be reset.
  9. How to allocate the membership status of joint-name securities accounts?
    • Each of the sole-name and joint-name securities accounts of a customer will be assigned a membership and the accumulated securities transaction amount and Investment Assets Value will be calculated separately.
  10. If a customer terminates his/her securities account and re-opens the account subsequently, will the accumulated securities transaction amount be reset?
    • If a customer terminates all the securities accounts under the same name, the relevant membership, accumulated securities transaction amount and privileges will be terminated accordingly. The accumulated securities transaction amount will be reset despite the customer opens a new securities account subsequently.

The above services are subject to the terms.

For enquiry, please visit our website or call Personal Customer Service Hotline.

eIPO Subscription / Financing

  1. Are 24-hour eIPO subscription / financing services available on Mobile Banking?
    • Yes.
  2. How can I access the eIPO subscription / financing services via Mobile Banking?
    • You can enquire about the available IPOs under "Overview" of eIPO subscription / financing. If you hold a valid securities account, you can submit eIPO subscription / financing applications via Mobile Banking.
  3. What are the service charges of eIPO subscription / financing services of Mobile Banking?
    • The service charges of eIPO subscription / financing services of Mobile Banking are the same as those conducted via Internet Banking and Automated Stock Trading Hotline. Please visit out website or any of our branches for details.
  4. Can I amend / cancel my applications of eIPO subscription / financing submitted via Mobile Banking?
    • Cancellation / amendment are not allowed once the applications of eIPO subscription / financing have been submitted successfully.
  5. How can I ensure that the applications of eIPO subscription / financing have been submitted successfully?
    • You may enquire if the instruction has been successfully submitted via Mobile Banking as follows:
      • The Reference Number generated upon the completion of the transaction; or
      • Last 10 Mobile Banking transaction records
  6. How can I enquire about the allotment results?
    • The Bank will notify you the results by sending SMS to the mobile phone number that you have provided in your application on the allotment results announcement date. You can also enquire about the allotment results for the last three trading days under "Allotment Result" via Mobile Banking.

Precious Metal / FX Margin

  1. What Precious Metal / FX Margin services are available on Mobile Banking?
    • You can trade Precious Metal / FX Margin, position square appointment and place standing order on Mobile Banking. You can also enquire about the account or margin status and perform margin transfer and exchange.
  2. What are the Precious Metal / FX Margin trading service hours for Mobile Banking?
    • The service hours for FX Margin trading on Mobile Banking are from Hong Kong time 05:00 to 04:00 next day (Monday - Friday), for London Gold and London Silver trading from 07:00 to 04:00 next day (Monday - Friday), while for Tael Gold and Kilo Gold trading from 09:00 to 12:00 and 14:00 to 17:00 (Monday - Friday).
  3. How to create a Watchlist under "Reference Price"?
    • You can select "Reference Price" under "Precious Metal/FX Margin" on Mobile Banking. After a reference price is quoted, you can create a Watchlist by pressing the "+" button.
  4. What is the difference between Auto Update and Manual Update of "Reference Price"?
    • If you select Auto Update, reference price will be refreshed automatically every 15 seconds. Please be reminded that extra charge may be incurred from your telecommunications provider due to an increase in data usage. Therefore you can set up alert messages for using Auto Update Services or not every 2, 5, 8 or 10 minutes. Alternatively, you can select Manual Update for updates of the reference price.
  5. Is streaming quote service available on Mobile Banking?
    • Mobile Banking only provides reference price in non-streaming mode for Precious Metal / FX Margin. If you wish to use steaming quotes, please select "Margin Information" under "Precious Metal / FX Margin" via Internet Banking.
  6. What is the maximum lot size for the Precious Metal / FX Margin on Mobile Banking?
    • The maximum lot size per order is 60 for all FX and London Gold transactions, 40 for Tael Gold and London Silver, and 20 for Kilo Gold respectively. If the order lot size exceeds the limit, you can break it into several orders or call our manned investment trading hotline for trading.
  7. What is the handling fee for Precious Metal / FX Margin on Mobile Banking?
    • Handling fees are applicable to Tael Gold and Kilo Gold margin transactions as follows:
      • Commission fee: HKD 25 per lot (To be calculated at the time when the contract is squared)
      • Custodian fee: HKD 3 per lot per night
      • Delivery Charge: HKD 50 per lot
      • Premium: subject to the decision of the Chinese Gold and Silver Exchange Society and is determined on a daily base.
  8. What types of Standing Order does Mobile Banking provide?
    • Mobile Banking provides Single Order, OCO Order, If-then Order (Single) and If-then Order (OCO).
  9. How to perform Position Square Appointment on Mobile Banking?
    • You can select "Position Square Appointment" under "Precious Metal / FX Margin" on Mobile Banking and choose the buy and sell transaction from the Unsettled Contract Transaction Record separately. You can then press the "Position Square Appointment" button and complete the transaction by following the instruction.
  10. How can I enquire about the transaction record of unsettled contract?
    • You can select "Position Square Appointment" under "Precious Metal / FX Margin" on Mobile Banking to check transaction record of unsettled contract.
  11. Can I cancel any standing orders placed via other channels on Mobile Banking?
    • You can only cancel standing orders placed via Internet Banking on Mobile Banking.
  12. Can I check the Precious Metal / FX Margin trading or standing order instructions placed via other channels on Mobile Banking?
    • Yes, you can use Mobile Banking to check the Precious Metal / FX Margin trading or standing order instructions placed via other channels including Internet Banking and manned investment trading hotline.
  13. How can I ensure that the Precious Metal / FX Margin Trading or Standing Order has been submitted?
    • You may check whether the following submission is successful or not on Mobile Banking:
      1. The Order Number upon the completion of transaction ; or
      2. Instruction Record; or
      3. Last 10 Mobile Banking transaction records.
  14. How can I ensure that the Standing Order has been executed, cancelled or expired?
    • You may check the following Standing Order's status on Mobile Banking:
      1. Instruction Record; or
      2. Email notification (only applicable to executed orders placed through Internet Banking and Mobile Banking); or
      3. SMS notification (if enrolled)
  15. Can I check my margin balance and interest receivable / payment on Mobile Banking?
    • Yes. You can select "Margin Call Balance" under "Precious Metal / FX Margin" on Mobile Banking to check the currency's margin balance and the accrued interest receivable / payment as at last transaction day.

Precious Metal

  1. What precious metal trading services are available on Mobile Banking?
    • You can trade Gold Bullion of 0.99 Fineness, Gold Bullion of 0.9999 Fineness, London Gold Bullion, London Silver, and Zurich Platinum on Mobile Banking, and the relevant services are only applicable to Notional Precious Metals Passbook Account.
  2. What are the service hours for trading precious metal on Mobile Banking?
    • The service hours for precious metal trading on Mobile Banking are from Hong Kong time 08:00 to 03:30 next day (Monday - Friday).
  3. Can I check my precious metal details on Mobile Banking?
    • Yes, you can check the relevant details of the precious metal that you hold, such as precious metal type, unit balance, unit reference price and reference value by selecting "Account Details" under "Precious Metal".
  4. How can I enquire my latest precious metal transactions conducted via Mobile Banking?
    • You can enquire via:
      • Mobile Banking
        1. Other Investment > Precious Metal > Transaction Record
        2. Assistant > Last 10 Mobile Banking Txn Records
      • Internet Banking
        1. Investment > Precious Metal > Transaction Record
        2. Assistant > Last Ten Transaction Records (Mobile Banking)
  5. How can I ensure the precious metal instruction has been submitted?
    • You may check whether the submission is successful or not on Mobile Banking.:
      1. The Reference Number upon transaction completion; or
      2. Transaction Record; or
      3. Last 10 Mobile Banking Transaction Records
  6. Are the prices for precious metal quoted on Mobile Banking the reference prices?
    • Yes.

Cash Before Card

  1. What types of currencies are available for "Cash Before Card" Service through Mobile Banking?
    • HKD and CNY are available for "Cash Before Card" via Mobile Banking.
  2. How can I access the "Cash Before Card" Service via Mobile Banking?
    • To access the service, you must hold valid and designated HKD BOC Credit Card or BOC Express Cash Revolving Credit Account. By selecting "Cash Before Card" under "Credit Card" or "Loan", you can conduct HKD "Cash Before Card" transactions via Mobile Banking to convert the available credit limit of your card into cash and transfer the funds to your personal HKD savings or current account maintained with any of the banks in Hong Kong.
    • If you hold a BOC CUP Dual Currency Credit Card, you can select "Cash Before Card" under "Credit Card" to conduct the CNY "Cash Before Card" transactions via Mobile Banking to convert the available credit limit of your credit card into cash and transfer the CNY funds to your personal Renminbi savings account or current account maintained with any of the banks in Hong Kong.
  3. What are the procedures required for operating my credit card account through Mobile Banking or Internet Banking?
    • You have to register your credit card account through the path of "My Setting > My Account > Account Maintenance" of Internet Banking. Then you can conduct transactions with the account through Mobile Banking or Internet Banking.
  4. What is the transaction limit of "Cash Before Card"?
    • The minimum amount for applying HKD/CNY "Cash Before Card" by BOC Credit Card is HKD/CNY1,000 or the amount specified by BOC Credit Card (International) Limited (the "Company") from time to time. When the applied amount is deposited to the registered bank account of Bank of China (Hong Kong) Limited, Nanyang Commercial Bank, Limited or the Chiyu Banking Corporation Limited (as the case may be) ("the Bank"), the total daily limit is the cardholder's available credit limit, or the amount specified by the Company from time to time. When the applied amount is deposited to the registered bank account other than the Bank, the total daily limit is HKD/CNY100,000 or the cardholder's available credit limit (whichever is lower), or the amount specified by the Company from time to time. The daily limit is to be shared with the "Cash Installment" Service.
    • For BOC Express Cash Revolving Credit Account, the minimum amount for "Cash Before Card" transaction is HKD1,000 or the amount specified by the Company from time to time. When the applied amount is deposited to the bank account of the Bank, the limit is the account holder's available credit limit. When the applied amount is deposited to the bank account other than the Bank, the total daily limit is HKD100,000 or the account holder's available credit limit (whichever is lower) , or the amount specified by the Company from time to time.
  5. Can I pre-set an instruction for conducting "Cash Before Card" transaction via Mobile Banking?
    • Pre-set instruction for "Cash Before Card" Service via Mobile Banking is not available at present.
  6. How can I enquire the execution status of my "Cash Before Card" instruction?
    • If the transaction is successfully completed, you will be notified by email the day after the processing day. If your instruction is not successfully completed, you will be notified by email after 8:30pm (Hong Kong time) (Monday to Friday) or 1:30pm (Hong Kong time) (Saturday) on the processing day.
    • You can check the transaction status via the "Transaction Enquiry" under the "Cash Before Card" section of the Internet Banking Service.
  7. How can I enquire my "Cash Before Card" transaction conducted via Mobile Banking?
    • A reference number will be assigned and displayed on the screen of Mobile Banking if the transaction is successfully completed. You can enquire the transaction records through "Last 10 Mobile Banking Transaction Records" under "Assistant " via Mobile Banking. In addition, you may select "Last Ten Transaction Records (Mobile Banking)" under "Assistant" or enquire a specific transaction through "Credit Card Transaction Record" via Internet Banking.

Cash Instalment

  1. What types of currencies are available for "Cash Instalment" Service through Mobile Banking?
    • HKD and CNY are available for "Cash Instalment" via Mobile Banking.
  2. How can I access the "Cash Instalment" Service via Mobile Banking?
    • To access the service, you must hold valid and designated HKD BOC Credit Card or BOC Express Cash Revolving Credit Account. By selecting "Cash Instalment" under "Credit Card" or "Loan", you can conduct "Cash Instalment" transaction to convert the available credit limit of your card into cash and transfer the funds to your personal HKD savings or current account maintained with any of the banks in Hong Kong.
    • If you hold a BOC CUP Dual Currency Credit Card, you can select "Cash Instalment" under "Credit Card" to conduct CNY "Cash Instalment" transactions via Mobile Banking, to convert the available credit limit of your credit card into cash and transfer the funds to your personal Renminbi savings account or current account maintained with any of the banks in Hong Kong.
  3. What are the procedures required for operating my credit card account through Mobile Banking or Internet Banking?
    • You have to register your account through the path of "My Setting > My Account > Account Maintenance" of Internet Banking. Then you can conduct transactions with the account through Mobile Banking or Internet Banking.
  4. What is the transaction limit of "Cash Instalment" Service?
    • The minimum amount for applying HKD/CNY "Cash Instalment" by BOC Credit Card is HKD/CNY5,000 or the amount specified by the Company from time to time. When the applied amount is deposited to the registered bank account of Bank of China (Hong Kong) Limited, Nanyang Commercial Bank, Limited or the Chiyu Banking Corporation Limited (as the case may be) ("the Bank"), the total daily limit is the cardholder's available credit limit, or the amount specified by the Company from time to time. When the applied amount is deposited to the registered bank account other than the Bank, the total daily limit is HKD/CNY100,000 or the cardholder's available credit limit (whichever is lower), or the amount specified by the Company from time to time. The daily limit is to be shared with the "Cash Before Card" Service.
    • For BOC Express Cash Revolving Credit Account, the minimum amount for "Cash Instalment" transaction(s) is HKD1,000, or the amount specified by BOC Credit Card (International) Limited from time to time. When the applied amount is deposited to the bank account of the Bank, the applied limit is the account holder's available credit limit. When the applied amount is deposited to the bank account other than the Bank, the total daily limit is HKD100,000 or the account holder's available credit limit (whichever is lower) , or the amount specified by the Company from time to time.
  5. Can I pre-set an instruction for conducting a "Cash Instalment" transaction via Mobile Banking?
    • Pre-set instruction for "Cash Instalment" Service is not available via Mobile Banking at present.
  6. How can I enquire the execution status of my "Cash Instalment" instruction?
    • If the transaction is successfully completed, you will be notified by email the day after the processing day.
    • You can check the transaction status via the "Transaction Enquiry" under the "Cash Instalment" section of Internet Banking Service.
  7. How can I enquire my "Cash Instalment" transaction conducted Mobile Banking?
    • A reference number will be assigned and displayed on the screen of Mobile Banking if the transaction is successfully completed. You can enquire the transaction records through "Last 10 Mobile Banking Transaction Records" under "Assistant" via Mobile Banking ; or "Last Ten Transaction Records (Mobile Banking)" under "Assistant", or enquire a specific transaction through "Credit Card Transaction Record" via Internet Banking.

Apply Instalment Loan Top-Up

  1. How can I apply for the "Instalment Loan Top-Up" Service via Mobile Banking?
    • If you are an existing Instalment Loan customer with a pre-approved Instalment Loan Top-up Amount assigned, you can apply for this service under the "Loans" section on the menu page of Mobile Banking. The top-up amount will be directly disbursed to your designated account upon approval. (Handling fee will be deducted from the withdrawal amount)
  2. Can I cancel or amend the instruction anytime?
    • Cancellation or amendment is not allowed once you have confirmed the instruction.
  3. How can I ensure that the instruction of applying for the "Instalment Loan Top-Up" Service has been submitted successfully?
    • You may check whether your instruction has been successfully conducted or not on Mobile Banking:
      1. The Reference Number upon the completion of application ; or
      2. Last 10 Mobile Banking Transaction Records ; or
      3. Email notification.
  4. How can I enquire about the application record of the "Instalment Loan Top-Up" Service via Mobile Banking?
    • You can enquire about the application record via any of the following channels:
      1. Select the "Last 10 Mobile Banking Txn Records" under "Assistant" on Mobile Banking; or
      2. Select the "Last Ten Transaction Records (Mobile Banking)" under "Assistant" via Internet Banking; or
      3. Enquire about the application status through "Application Status Enquiry" under "Loans" via Internet Banking.

Apply Tax Loan

  1. Can I apply for the tax loan on Mobile Banking?
    • Yes. You can apply for tax loan through "Apply Tax Loan" under "Loans" of Mobile Banking during the tax payment season.
  2. Is pre-approved tax loan offered on Mobile Banking?
    • We provide privileged customers with pre-approved tax loan service. Applications from qualified applicants will be approved preliminarily upon online submission through Mobile Banking. Our Customer Service Representative will contact the applicant shortly to follow up with the application.
  3. Is the tax loan application approved instantly?
    • Your application is preliminarily approved. Our Customer Service Representative will contact you shortly to follow up with the application.
  4. Can I cancel my tax loan application or make any amendment after submission?
    • Cancellation or amendment of application cannot be made through Mobile Banking once the application has been submitted successfully. Please contact our Customer Service Representative.
  5. How can I ensure that the instruction of applying for the Tax Loan Service has been submitted successfully?
    • You may check whether your instruction has been successfully conducted or not on Mobile Banking:
      1. The Reference Number upon the completion of application; or
      2. Last 10 Mobile Banking Transaction Records; or
      3. Email notification.
  6. How can I enquire about the application record of the Tax Loan Service via Mobile Banking?
    • You can enquire about the application record via any of the following channels:
      1. Select the "Last 10 Mobile Banking Transaction Records" under "Assistant" on Mobile Banking; or
      2. Select the "Last Ten Transaction Records (Mobile Banking)" under "Assistant" via Internet Banking.

Set Up Overseas ATM Cash Withdrawal

  1. What types of cards can I activate the "ATM Cash Withdrawal Functions Outside Hong Kong" via Mobile Banking?
    • You can activate, amend or cancel "ATM Cash Withdrawal Functions Outside Hong Kong" for all BOC Card(s) and BOC Credit Card(s) under your name via Mobile Banking. However, you have to register your BOC Credit Card(s) on Internet Banking before setting up the "ATM Cash Withdrawal Functions Outside Hong Kong".
  2. How can I activate "ATM Cash Withdrawal Functions Outside Hong Kong" via Mobile Banking?
    • To activate the function, please select Smart Links > Setting > Set up ATM Cash Withdrawal Functions Outside Hong Kong , choose your BOC Card(s) and BOC Credit Card(s) and set the daily cash withdrawal limit, start date and end date of validity period.
  3. Can I amend the setting after "ATM Cash Withdrawal Functions Outside Hong Kong" is activated?
    • You can amend the daily cash withdrawal limit, start date (can only be amended before the start date) and end date of validity period.
  4. Can I cancel the "ATM Cash Withdrawal Functions Outside Hong Kong"?
    • You can cancel this function anytime with immediate effect.
  5. Are there any restrictions on the validity period?
    • The start date of validity period could be the current day or within the validity period of the card. The minimum validity period is 1 day and the maximum is till the expiry date of the card. If the "ATM Cash Withdrawal Functions Outside Hong Kong" of the card has not been activated, the validity period will be shown as "Not Activated". After the end date, the validity period will be automatically updated as "Not Activated".
  6. How much can I set for the daily cash withdrawal limit?
    • The daily limit of cash withdrawal must be greater than zero but not exceeding the daily limit of cash withdrawal / cash advance of the respective card at ATMs.
  7. What is the maximum ATM daily cash withdrawal limit of BOC Credit Cards?
    • VISA Credit Card / MasterCard Credit Card / BOC CUP Dual Currency Credit Card:HKD 20,000
    • BOC Commercial Card / BOC CUP Dual Currency Commercial Card:HKD 10,000
    • MasterCard USD Titanium / Platinum Card:USD 1,300
    • MasterCard USD Classic Card:USD 650.
  8. What is the maximum ATM daily cash withdrawal limit of BOC Cards?
    • Wealth Management customers:HKD 30,000
    • Enrich Banking customers:HKD 20,000
    • i-Free Banking customers:HKD 20,000
    • General customers:HKD 10,000.
    The maximum ATM daily cash withdrawal limit of BOC card(s) is for reference only. The maximum ATM daily cash withdrawal limit for general customers can be adjusted to up to HKD 20,000.

  9. How do I know that the instruction of "ATM Cash Withdrawal Functions Outside Hong Kong" has been submitted successfully?
    • You may check the record of the successfully submitted instructions via Last Ten Mobile Banking Transaction Records by selecting Smart Links > Last Ten Mobile Banking Txn Records.

Set up BOC Card In-App Purchase Limit

  1. How can I amend the daily In-App Purchase Limit of BOC Card via Mobile Banking?
    • You may select "Set up BOC Card In-App Purchase Limit" under "Setting" on Mobile Banking.
  2. Is there any transaction amount limit preset for Apple Pay?
    • When making payment, you may refer to the outstanding balance of your BOC Card's primary bank account. When make payment with Apple Pay, it depends on the daily transaction limit and control measures set by the Bank from time to time. To change the limit, you may go to internet banking/mobile banking to set your preferred daily In-App purchase limit.

      Remarks: You can enjoy greater flexibility by activating your "Auto-transfer Service" among accounts linked to your BOC Card. Whenever you spend with your BOC Card through the 《UnionPay》 network; the transaction amount will be directly debited from your other account linked to your BOC Card if the outstanding balance of your transaction account is not sufficient.
  3. How do I know that the setting of BOC Card In-App Purchase Limit has been changed successfully?
    • You may check the record by selecting "Last 10 Mobile Banking Transaction Records" under "Assistant".
  4. Will the daily In-App Purchase Limit collectively apply to all BOC Card(s) held under my name?
    • The daily In-App Purchase Limit set will apply collectively to all BOC Card(s) held under your name.

Remarks:
Apple and Apple Pay are trademarks of Apple Inc., registered in the U.S. and other countries.

Setting

  1. Can I change my Internet Banking password through Mobile Banking?
    • Yes, you can select "Setting" on Mobile Banking to change your Internet Banking password.
  2. Can I change my email address through Mobile Banking?
    • Yes, you can select "Setting" on Mobile Banking to change your email address.

“Fingerprint Authentication” Service Registration

  1. What is “Fingerprint Authentication” service?
    • “Fingerprint Authentication” service is a service for which you may use your fingerprint registered on a designated mobile device (“mobile phone”) as the authentication tool to login Mobile Banking and confirm transaction instruction.
  2. Which mobile phones are eligible for “Fingerprint Authentication” service?
    • You can register “Fingerprint Authentication” service by using designated mobile devices. They include iPhone 5S or later (iOS 9.0 or above), Samsung (Galaxy A9, Galaxy C5 Pro, Galaxy C7, Galaxy C7 Pro, Galaxy C9 Pro, Galaxy S6, Galaxy S7 edge and Galaxy Note 5) and LG (G5, G6 and V20) (Android 6.0 or above).
  3. To use “Fingerprint Authentication” service, do I need to register?
    • Yes. You need to have a valid Personal Internet Banking account, and BOCHK Mobile Application installed on your mobile phone. Also, you should enable the fingerprint recognition function on your mobile phone, and register at least one fingerprint. You may refer to Question 4 for the “Fingerprint Authentication” service registration process.
  4. How do I register “Fingerprint Authentication” service?
    4.1 If you have not registered “Fingerprint Authentication” service, you will be directed to the “Fingerprint Authentication” registration page when you login Mobile Banking for the first time

    1. Login Mobile Banking

    2. Click “Agree & Register Fingerprint Auth.” after logging into Mobile Banking

    3. Read “Terms & Conditions” and click “Agree & Register Fingerprint Auth.”

    4. Verify your fingerprint

    5. Enter the One Time Password(OTP) sent by the bank via SMS

    6. Complete the registration


    4.2. You may also register the “Fingerprint Authentication” service after logging into Mobile Banking.

    1. Log into Mobile Banking and select “Setting > Security > Register Fingerprint Authentication”

    2. Read “Terms & Conditions”, click “Agree & Register Fingerprint Auth.” and follow step 4 of 4.1 to complete the registration.


    4.3. Click “Fingerprint Login” on the Login page

    1. Click “Fingerprint Login” on the logon page

    2. Read “Terms & Conditions”, click “Agree & Register Fingerprint Auth.” and follow step 4 of 4.1 to complete the registration

  5. 5. Are all services supported by Fingerprint Login?
    • You may conduct general transactions when you login through “Fingerprint Login”. If you wish to conduct high-risk transactions (i.e. registration and Set Up of Small Value Transfer, issue of e-Cheque, change of e-mail address and password), you need to login using your user name and password.
  6. Can I use “Fingerprint Authentication” service immediately after registration?
    • Yes.
  7. Can I register “Fingerprint Authentication” service on more than one mobile phone?
    • No. You can only register “Fingerprint Authentication” service on one mobile phone.
  8. Can I cancel “Fingerprint Authentication” service?
    • Yes. Please log into Mobile Banking, and follow the step below to finish the cancellation procedure.

      1. Select “Setting > Security > Cancel Fingerprint Authentication”

      2. Click “Cancel Fingerprint Auth.”

      3. Click “Confirm” to cancel fingerprint authentication

      4. Complete the cancellation procedure

  9. What if my “Fingerprint Authentication” service enabled mobile phone is lost or stolen?
    • If your mobile phone is lost or stolen, you may use another mobile phone to log into Mobile Banking with your user name and password to cancel your “Fingerprint Authentication” service, or you may contact our Customer Service Hotline (852) 3988 2388 or visit our branches to cancel your “Fingerprint Authentication” service. If you wish to continue the use of “Fingerprint Authentication” service, you may register on the new mobile phone.
  10. If I fail to login using “Fingerprint Authentication” for multiple times, will my Mobile Banking be suspended?
    • Your Mobile Banking will not be suspended. However, your mobile phone may be locked, depending on the models of your mobile phone.
  11. Is my fingerprint’s information stored in BOCHK?
    • The “Fingerprint Authentication” service is performed by interfacing with the fingerprint authentication module of the mobile phone. The Bank does not store any fingerprint information.
  12. I have multiple fingerprints registered on my mobile phone. Can all of them be used to login Mobile Banking and authorize transaction instruction?
    • When you register “Fingerprint Authentication” service, any fingerprints stored on your mobile phone can be used to login Mobile Banking and confirm transaction instruction. Please ensure that only your fingerprints are stored on your mobile phone, and ensure the security of the security passcode that you can use to register your fingerprints on the mobile phone. For security reasons, do not register fingerprint(s) of other person(s) on your mobile phone or use jailbroken or rooted mobile phone. Please refer to Security Information of our website for details.
  13. If I change fingerprint record(s) on my mobile phone, can I use “Fingerprint authentication” service?
    • If you change the fingerprint records(s) (e.g. add and/or delete fingerprint) on your mobile phone, you are required to login Mobile Banking with User Name and password, and re-register“Fingerprint authentication” service.
  14. What if I suspect that the security passcode of my mobile phone has been disclosed?
    • If you suspect the security passcode of your mobile phone has been disclosed or fingerprints are changed, you are required to cancel your “Fingerprint Authentication” service, change the security passcode of your mobile phone and inform the Bank as soon as possible.
  15. If I change my mobile phone, is re-registration required for “Fingerprint Authentication” service?
    • When you change your mobile phone, you are required to first cancel the “Fingerprint Authentication” service, and then re-register “Fingerprint Authentication” service on your new mobile phone.
  16. Why did my “Fingerprint Authentication” service become invalid?
    • Your “Fingerprint Authentication” service may become invalid for any one of the following reasons:
      • Your Internet Banking account was cancelled or temporary suspended owing to input incorrect password continuously;
      • You have registered “Fingerprint Authentication” service on another mobile phone; or
      • You have not used your “Fingerprint Authentication” service for 30 months
  17. How many fingerprint(s) I can register to login Mobile Banking?
    • It depends on the number of fingerprint(s) that can be stored on your mobile phone.
  18. Would my “Fingerprint Authentication” service be expired?
    • To protect your interest, if you have not used your “Fingerprint Authentication” service for 30 months, your “Fingerprint Authentication” service will be expired. You have to re-activate “Fingerprint Authentication” service to use the service.

Others

  1. Is Mobile Banking secure?
    • We have developed various security measures to safeguard your information. The website is protected with strong encryption (128-bit Secure Sockets Layer). Access is protected by personalized username and password. The system is protected from duplicate access (Customer cannot sign on at the same time with different devices). The session will be automatically terminated after idling for around 10 minutes, which prevents unauthorized use of your session by anyone else.
  2. Can I know more about the security measures of Mobile Banking?
    • The certificate of our Mobile Banking is issued by VeriSign to"m.bochk.com, Bank of China (Hong Kong) Ltd".
  3. What should I avoid when using Mobile Banking?
    • Avoid signing on Mobile Banking via public Wi-Fi (wireless network) and Wi-Fi without encryption. We advise using pre-set and reliable mobile internet connection.
    • Avoid using Mobile Banking in crowded area especially for password input because it may take some times to change the password into asterisk format.
  4. What if there is an incoming call or weak signal when I am placing an instruction? How can I ensure the instruction has been submitted?
    • One of the followings can tell whether the instruction has been successfully submitted:
      1. The Order Number upon transaction completion; or
      2. Last Ten Mobile Banking Transaction Records; or
      3. Transaction Record
  5. If there is an incoming call, will the Mobile Banking session be automatically signed out?
    • It depends on the mobile handset model you use. You may go back to the browser and check if the webpage is still valid. Please note that the session will be automatically terminated after idling for around 10 minutes.
  6. Why would the connection be slow when using Mobile Banking?
    • Mobile Banking adopts a simple design to minimize the average data traffic and reduce the loading time of each webpage. Under general circumstances, our Mobile Banking operation will be normal. However, it all depends on the network coverage and network transmission speed which are subject to different locations and telecommunications service providers. Different handset models may also vary in the capability of data receiving and processing. Please contact your telecommunications service providers regarding internet connection.
  7. What if Mobile Banking connection keeps busy? How can I use the service and perform transaction?
    • Such situation would be rare. You may consider using alternate channels such as Internet Banking.
  8. Do I need to close the web browser after logging out Mobile Banking?
    • You are advised to close the web browser after logging out and delete the temporarily saved and past historical records on a regular basis.