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Home > Personal Banking > Cyberbanking > FAQs

FAQs

(Updated : 11^th January, 2012)

Table of Contents

1.	Introduction of Cyberbanking
2.	Service Hotlines
3.	Brief on Cyberbanking - Internet
4.	Operations of Cyberbanking - Internet
5.	Functions of Cyberbanking - Internet
6.	Cyberbanking - Internet Troubleshooting
7.	Security Precautions
8.	FAQ for Two-factor Authentication
9.	Trouble Shooting on Windows XP Service Pack 2
10.	FAQs about Cyberbanking - Mobile Phone
	(iPhone and Android phone users/Other mobile phone users)

1. Introduction of Cyberbanking

Q1.1 What is Cyberbanking?

Cyberbanking is an innovative and integrated banking service. With this service, you can operate your accounts via various electronic channels including the Internet, mobile phone, PDA, phone, and ATM channels.

You can manage your finances and make account enquiries and fund transfer anytime, anywhere.

For details, please click here.

Q1.2 How do I manage various electronic channels under the service?

The operations for various electronic channels are very easy and simple. Each channel (Internet, phone, mobile phone, and ATM) has its own personal identification number ("PIN") for access. Upon account opening, an initial PIN will be issued to you for the first access to individual electronic channels. You can just use a unique Private Banking/SupremeGold/Supreme/i-Account/Cyberbanking/Credit Card/MPF account number and the respective PIN for each channel to get access to the channel you would like to operate.

For the sake of security, you are required to change the PIN for the first access to individual channels. On the other hand, you are also advised to change the PINs from time to time for your protection.

Q1.3 What should I do if I want to use Cyberbanking?

You can enjoy the service by opening a Cyberbanking account at any one of our branches.

If you are an account holder of SupremeGold Account, Supreme Account, or i-Account, you are automatically entitled to the service.

If you are the principal or supplementary BEA Credit Cardholder, you can use BEA Credit Card number and ATM PIN to log in Cyberbanking.

Q1.4 How to log in Cyberbanking?

You can visit the web site at www.hkbea-cyberbanking.com or the website of our Bank at www.hkbea.com and then enter your account number and PIN.

Q1.5 What are the daily transaction limits of Cyberbanking?

Daily transaction limits of Cyberbanking (shared by all electronic channels) for different accounts are as follows:
  Private Banking/SupremeGold Account
  Supreme Account/i-Account/Cyberbanking Account

Private Banking/SupremeGold Account

Fund Transfers between BEA Accounts in HK:

Type of Fund Transfer Withdrawal Limit
(Per account per day) Deposit Limit
(Per account per day)

Among Private Banking/SupremeGold - Sub-accounts (same currency)
No limit

No limit

Among Private Banking/SupremeGold - Sub-accounts (different currencies)
HK$2,000,000 or its equivalent

No limit

From Private Banking/SupremeGold - Sub-accounts to related accounts (except to Private Banking/SupremeGold - Sub-accounts) HK$2,000,000 or its equivalent
For own related accounts
No limit

For 3^rd party related accounts with prior registration
HK$500,000 or its equivalent

Among related accounts (except fund transfer from Private Banking/SupremeGold - Sub-accounts) HK$1,000,000 or its equivalent

Type of Fund Transfer Withdrawal Limit
(Per Cyberbanking account per day) Deposit Limit
(Per deposit account per day)

Fund transfer to non-designated BEA accounts*

HK$50,000 or its equivalent
(applicable to using one-time password ("OTP") only or using both OTP and digital certificate)

HK$100,000 or its equivalent
(applicable to using digital certificate only)

HK$50,000 or its equivalent

* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year.

Fund Transfer to Other Local Banks via CHATS, Electronic Clearing System or Telegraphic Transfer OR Fund Transfers to BEA China Accounts:

Type of Fund Transfer Withdrawal Limit (Per Cyberbanking account per day)

Using OTP only or both OTP and digital certificate Using digital certificate only

To accounts with prior registration
HK$50,000

HK$100,000

To accounts without prior registration*
HK$15,000

HK$50,000

* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year.

Placement and Uplift of Time Deposit:

Type of Time Deposit Account Deposit to/Withdrawal from Transaction Limit
(Per account per day)

Private Banking/SupremeGold - Time Deposit Account Private Banking/SupremeGold - Sub-accounts Same currency
No limit

Different currencies
HK$2,000,000 or its equivalent

Related accounts (except Private Banking/SupremeGold - Sub-accounts) HK$2,000,000 or its equivalent

Related time deposit accounts (except Private Banking/SupremeGold - Time Deposit Account) Related accounts HK$1,000,000 or its equivalent

Other Transaction Limits:

For using credit card accounts as withdrawal accounts in fund transfer transactions:

For classic or gold credit card accounts
The maximum withdrawal limit per account per day is HK$15,000 or the credit limit of the credit card account, whichever is lower.

For platinum card accounts
The maximum withdrawal limit per account per day is HK$30,000 or the credit limit of the credit card account, whichever is lower.

Bills and Donations transactions are confined to HKD only and the withdrawal limit is HK$100,000 per account per day, the payment amount is counted within the withdrawal limit for fund transfer.

For purchase and sale of gold in gold account, the respective transaction limits are 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower. (Applicable to SupremeGold Account only)

For fund transfer and time deposit transactions, the maximum amount of exchange is CNY20,000 or its equivalent per person per day.

Note The above daily transaction limits are not applicable to SupremeGold - Securities Account.

Supreme Account/i-Account/Cyberbanking Account

Fund Transfers between BEA Accounts in HK:

Type of Fund Transfer Withdrawal Limit
(Per account per day) Deposit Limit
(Per account per day)

Same currency fund transfer among sub-accounts of Supreme Account
No limit

No limit

Same currency fund transfer among sub-accounts of i-Account
No limit

No limit

Different currencies fund transfer among sub-accounts of Supreme Account

Different currencies fund transfer among sub-accounts of i-Account

Fund transfer to related account or designated third party account registered in Cyberbanking
HK$1,000,000 or its equivalent For own related account
No limit

For designated third party related account (with prior registration)
HK$500,000 or its equivalent

Type of Fund Transfer Withdrawal Limit
(Per Cyberbanking account per day) Deposit Limit
(Per deposit account per day)

Fund transfer to non-designated BEA accounts*

HK$50,000 or its equivalent
(applicable to using one-time password ("OTP") only or using both OTP and digital certificate)

HK$100,000 or its equivalent
(applicable to using digital certificate only)

HK$50,000 or its equivalent

* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year.

Fund Transfer to Other Local Banks via CHATS, Electronic Clearing System or Telegraphic Transfer OR Fund Transfers to BEA China Accounts:

Type of Fund Transfer Withdrawal Limit (Per Cyberbanking account per day)

Using OTP only or both OTP and digital certificate Using digital certificate only

To accounts with prior registration
HK$50,000

HK$100,000

To accounts without prior registration*
HK$15,000

HK$50,000

* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year.

Placement and Uplift of Time Deposit:

Type of Time Deposit Account Deposit to/Withdrawal from Transaction Limit
(Per account per day)

Supreme
Account/i-Account - Time Deposit Account Supreme
Account/i-Account - Sub-accounts Same currency
No limit

Different currencies
HK$1,000,000 or its equivalent

Related accounts (except Supreme
Account/i-Account - Sub-accounts) HK$1,000,000 or its equivalent

Related time deposit accounts (except Supreme
Account/i-Account - Time Deposit Account) Related accounts HK$1,000,000 or its equivalent

Other Transaction Limits:

For using credit card accounts as withdrawal accounts in fund transfer transactions:

For classic or gold credit card accounts
The maximum withdrawal limit per account per day is HK$15,000 or the credit limit of the credit card account, whichever is lower.

For platinum card accounts
The maximum withdrawal limit per account per day is HK$30,000 or the credit limit of the credit card account, whichever is lower.

Bills and Donations transactions are confined to HKD only and the withdrawal limit is HK$100,000 per account per day, the payment amount is counted within the withdrawal limit for fund transfer.

For purchase and sale of gold in gold account, the respective transaction limits are 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower.

For fund transfer and time deposit transactions, the maximum amount of exchange is CNY20,000 or its equivalent per person per day.

Q1.6 Are there charges for any Cyberbanking services?

There are charges for the following services:

Category Charges per item (in HK$ unless otherwise specified)

1. Fund Transfer

a) To BEA China accounts

b) To other banks (Hong Kong) accounts - Express - CHATS

c) To other banks (China and Overseas) accounts -Telegraphic Transfer

$100 (or its equivalent in USD)

$50 (or its equivalent in any deposit currency)

$100 (consisting of a $20 issuance fee and $80 cable charge)# (or its equivalent in any deposit currency)

2. Cheque

a) Stop Payments

b) Cheque book delivery by registered mail

$100 per instruction^*

$20 plus postage^*

3. Statement Request (ad hoc)

a) Paper statement

b) E-statement

$50 (or its equivalent in any deposit currency)

$20 (or its equivalent in any deposit currency)

* USD equivalent is collected for USD current accounts.

CNY equivalent is collected for CNY current accounts.

# If you select HKD for both the remittance amount and withdrawal account, commission in lieu of exchange amounting to 0.25% of the remittance amount (minimum $100, maximum $1,000) will be levied. This fee will be waived when remitting to Mainland China.

2. Service Hotlines

Q2.1 Who can I call if I have any problem or enquiry in using Cyberbanking?

You can contact our branches or call the hotlines below during office hours:

Hotlines Office Hours

Cyberbanking - Internet Hotline
(852) 2211 1321

Monday - Friday: 9:00 a.m. - 9:00 p.m.

Saturday: 9:00 a.m. - 5:00 p.m.

Cyberbanking - Telephone
(852) 2211 1888

SupremeGold Account

Monday - Friday: 9:00 a.m. - 9:00 p.m.

Saturday: 9:00 a.m. - 5:00 p.m.

Other accounts

Monday - Friday: 9:00 a.m. - 5:00 p.m.

Saturday: 9:00 a.m. - 1:00 p.m.

PIN Lost Reporting Hotline
(852) 2211 1345

Monday - Friday: 9:00 a.m. - 9:00 p.m.

Saturday: 9:00 a.m. - 5:00 p.m.

Customer Service Hotline
(852) 2211 1333

Monday - Friday: 9:00 a.m. - 5:00 p.m.

Saturday: 9:00 a.m. - 1:00 p.m.

Credit Card 24-hour Customer Service Hotline
(852) 3608 6628 24 hours

For phone numbers and addresses of our branches, please click here.

3. Brief on Cyberbanking - Internet

Q3.1 What is the scope of Cyberbanking - Internet?

You can perform the following functions through Cyberbanking - Internet:

Portfolio

Accounts (Summary, Activities, View e-statements)

Local Fund Transfers/Telegraphic transfer and scheduled instruction

Bills/Donations and scheduled instruction

Time deposits (Enquiry, placement and uplift of deposits, and renewal instructions)

Rate enquiries (Deposit rates, exchange rates, and gold prices)

Requisition (Cheque books, statements and CyberAlerts)

Property loans (Mortgage term enquiry, property valuation, mortgage pre-approval, mortgage application, and calculation)

Consumer loans (Product information enquiry and repayment instruction)

Insurance (Travel insurance, China travel insurance, household insurance, domestic helper insurance, personal accident and medical insurance application)

Credit card (Account summary, direct debit authorization, bonus gallery, online payment security, and cash in hand application)

Margin trading (FX-commentary and product information)

MPF (Enquiry for account balance, contribution history, current investment, fund prices of constituent funds, change of investment choices, fund switching (for existing assets), and introduction)

Settings (Change PIN, register or change email and two-factor authentication)

Messages and Information (Service hours and Important Notes)

Besides, you can obtain more details via the "Scope of Services" and the "New Features and Recent Developments" of the Cyberbanking.

Q3.2 What accounts can be accessed via Cyberbanking?

The following accounts can be accessed once you register for access to them in person at a BEA branch:

  SupremeGold Account

  Supreme Account

  i-Account

  HKD current account

  USD current account

  CNY current account

  Multi-currency statement savings account

  Time deposit account

  HKD savings account

  FCY savings account

  Credit card account

  Foreign exchange margin trading account

  Mandatory Provident Fund

  Private Banking account

  Securities account

  Linked Deposits account

  Gold account

Q3.3 What are the service hours for each function and account type?

You can view the timetable of service hours for various functions and account types by clicking the button below the Cyberbanking logo.

To provide the highest level of service quality, Cyberbanking performs weekly system maintenance. Cyberbanking, ATM, and ATM card services are unavailable from
3:00 a.m. to 6:00 a.m. on Mondays. For an updated maintenance schedule, please click here.

Please note that all hours expressed in the time table are in HONG KONG time and so are all time expressions in all functions and their screens such as account balance screens.

Q3.4 How, when and where can I use Cyberbanking - Internet?

If you access the Internet with the recommended hardware, software, and browsers, you can perform transactions under the service 24 hours a day, 7 days a week, and wherever you are.

4. Operations of Cyberbanking - Internet

Q4.1 How can I get connected to Cyberbanking - Internet?

You can visit the website of our Bank at www.hkbea.com, select
"Cyberbanking - Hong Kong" from the login menu, and then enter your account number and PIN.

Q4.2 What are the minimum system requirements for using Cyberbanking?

Hardware

Computer or device with 500MHz or faster processor

128 MB of RAM

56kbps modem or faster internet connection

Screen resolution of 1024x768 (recommended)

Software

Operating System Windows 2000 or later (English, Traditional Chinese, or Simplified Chinese version)
Mac OSX

Browser

Internet Explorer
Firefox
Safari
Google Chrome

Java*, JavaScript, SSL, and Cookies must be enabled

A Java Virtual Machine (JVM) must be installed*:
Sun Micro JVM version 1.4.2_03 or later

* Only applies to customers using a digital certificate to log in or perform designated transactions.

Q4.3 How can I print the information?

The "Print" button is always available on the main menu. You can just click it when you want to print the information displayed onscreen.

Q4.4 How do I exit Cyberbanking - Internet?

Click the "Log out" button whenever you want to exit the service. "Log out" buttons appear in the upper right corner below the Cyberbanking logo.

5. Functions of Cyberbanking - Internet include:

Homepage

5.1 Portfolio

5.2 Mobile banking/CyberAlerts

5.3 Messages

5.4 Change PIN

5.5 Two-factor authentication

5.6 Personal Information

5.7 Information

Accounts

5.8 Accounts summary

5.9 E-statements/e-advice

5.10 Stop payments

5.11 Local fund transfer/Telegraphic transfer/Schedule

5.12 Time deposits

5.13 Requisition - Statement/Cheque book/Demand draft/Cashier's order

5.14 Rate enquiries

Payments

5.15 Bills and donations

5.16 Schedule

Loans

5.17 Property - HK

5.18 Property - China

Cards

5.19 Credit cards

Investments

5.20 Risk Assessment

5.21 Linked Deposits

5.22 Cyberfund Centre

5.23 FX/Gold Margin

5.24 Gold

5.25 Market Express

Insurance

5.26 Insurance

MPF

5.27 MPF

Homepage

5.1 Portfolio

Q5.1.1 What is "Portfolio"?

"Portfolio" is a powerful personal financial function. It shows the profile of your different accounts, including those held at other banks, at a glance. It also allows you to manage all financial instruments under one roof.

Q5.1.2 What can I do with the "Portfolio" sub-function?

You can view your net asset value at a glance. For a quick overview, a table is provided, which includes the total balance of accounts, the market value of stocks, the total value indication of properties, the total policy value of insurance, the total outstanding principal balance of loans, and the total outstanding balance of credit cards. For more details, you can also view each category separately.

Q5.1.3 What can I do in the "Deposits" sub-function?

You can have an integrated overview of all your bank accounts, including those held at other banks.

Q5.1.4 What can I do in the "Stocks" sub-function?

You can keep track of your securities holdings and its market value, even if your investments are held with different securities companies.

Q5.1.5 What can I do in the "Properties" sub-function?

You can enquire the latest value indication of your properties anytime.

Q5.1.6 Can I revalue my property under "Properties" sub-function?

Your property can be revalued within 30 days from the date of last valuation by clicking the "revalue" button, only if it is valued via instant valuation service by CyberValuation.

However, the property cannot be revalued if you entered the market value by choosing "Self- enter the market value and relevant information".

Q5.1.7 Can I revalue the properties when the property information changed to red?

No. Information in red means the data of the property has been expired. You should delete such property record and then re-enter the information instead.

Q5.1.8 What can I do in the "Loans" sub-function?

"Loans" summarises the loan information in relation to your property and consumer loans with our Bank or other banks. As a result, it allows you to manage your liquidity more efficiently and effectively.

Q5.1.9 What can I do if I want to include the information of Consumer Loans with other financial institutions in Portfolio?

You can input your Consumer Loan account details with other financial institutions to "Loans" under "Portfolio". Based on the information provided by you, the system will generate a repayment schedule and update the outstanding loan details for your reference.

Q5.1.10 What can I do in the "Credit Cards" sub-function?

You can get your BEA Credit Card account information such as current balance, total balance, and minimum payment due at all times. Also, you can set up a payment reminder to avoid overdue interest.

5.2 Mobile banking/CyberAlerts

Q5.2.1 Where can I go for information about the mobile banking service?

For FAQs on our mobile banking service, click the relevant link below:

iPhone and Android phone users

  Other mobile phone users

Q5.2.2 What is CyberAlert?

CyberAlert is an online alert service for customers. It provides real time out-dial voice alerts and/or email after an ATM cash withdrawal transaction over a pre-defined transaction amount is made.

Q5.2.3 Where can I use CyberAlert? Can I use the service outside Hong Kong?

Yes. You can use the service in any area and country where your mobile network operator has GPRS roaming and/or overseas SMS coverage. However, your mobile network operator may charge you additional fees. For details, please refer to your mobile network operator.

Q5.2.4 How can I activate the CyberAlert service?

Select "Homepage", "Mobile Banking", and then click "Activate now". Enter the activation details, tick the "Setup CyberAlert" checkbox, and enter a minimum alert value. Then click "Proceed" to continue or "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the activation details by clicking "Confirm".

Q5.2.5 Do I need to activate my newly added account to use the CyberAlert service?

To activate the service for newly added ATM cards and/or related accounts, select "Mobile Banking", "CyberAlerts", and then click "Edit".

Q5.2.6 If I have changed my mobile phone number, what should I do?

To update your mobile phone number, terminate the service by selecting "Mobile Banking", "Details", and then clicking "Terminate". Then activate the service for your new mobile phone number.

Q5.2.7 How can I change the minimum alert value?

To change the minimum alert value, select "Mobile Banking", "CyberAlerts", and then click "Edit".

5.3 Messages

Q5.3.1 What should I do if I have opinions or problems in using Cyberbanking - Internet?

You can send an electronic message to our Bank by clicking the "Message" button under "Homepage".

Also, you can just click the "Message" button in the transaction result box. The transaction details will be automatically included in the message content for the attention of our Bank.

Q5.3.2 How many messages can be retained in my Inbox and Outbox, and how long can these messages be retained?

Your Inbox and Outbox can retain a maximum of 30 messages each for up to 4 years.

5.4 Change PIN

Q5.4.1 How can I change my PIN for Cyberbanking - Internet?

You can change your PIN anytime by clicking "Settings" and then "Change PIN" under "Homepage".

Q5.4.2 Can I change PINs of other electronic channels through Cyberbanking - Internet?

No. You can change your PIN of Cyberbanking - Internet only. To change PINs of other electronic channels, you should perform the "Change PIN" function in the corresponding channels.

5.5 FAQ for Two-factor Authentication

5.6 Personal Information

Q5.6.1 What does the "Personal Information" function allow me to do?

This function enables you to check and update your personal account-related information conveniently online including your correspondence address and email address.

Q5.6.2 Who can use the "Personal Information" function?

All personal customers of the following account types who have registered for one-time password ("OTP") or digital certificate security can use the function.

  SupremeGold Account

  Supreme Account

  i-Account

  Cyberbanking Account

Q5.6.3 How can I check and update my personal information?

You can check and update your personal information by clicking "Homepage", "Settings", and then "Personal Information". To update your personal information, you are required to input an OTP or sign a digital certificate.

Q5.6.4 When can I check/update my personal information?

You can check/update your personal information 9:00 a.m. to 8:00 p.m. Monday to Saturday.

Q5.6.5 Can I update my Cyberbanking email address during non-service hours?

Yes, you can update your Cyberbanking email address anytime by clicking "Homepage", "E- statement", and then "Email Address".

5.7 Information

Q5.7.1 What information can I obtain through the "Information" function?

You can view the following:

  Terms and Conditions for Cyberbanking

  Terms and Conditions for E- statement Service

  Privacy Statement

  Disclaimer

  Important Notes

  Frequently Asked Questions

  Service Hours

Accounts

5.8 Account summary

Q5.8.1 What information can I obtain through the "Accounts" function?

There are four sub-functions under the "Accounts" function. These are:

"Summary" : to enquire about the current and the available balances of all accounts.

"Activities" : to enquire about the current day's transactions ¹, any 60 days' transactions up to today, or the transaction history up to the last 12 months.

"Statements" : to view the account statement via Cyberbanking - Internet,
to set up delivery instructions of e- statement and paper statement,
to request ad hoc paper statement and e-statement.

"Stop Payments" : to place stop payment order on cheques of HKD current, USD current and/or CNY current accounts.

Remarks:

¹ The credit card account only provides transactions performed via Cyberbanking - Internet.

5.9 E-statements/e-advice

Q5.9.1 What is e-statement service?

E-statement service provides you with a convenient way to view your account statements online in PDF format via Cyberbanking - Internet.

Q5.9.2 Which accounts provide e-statement service?

At present, the following accounts provide e-statement service to Cyberbanking customers only. Additional accounts will provide this service to Cyberbanking customers in the future.

  SupremeGold Account

  Supreme Account

  i-Account

  Credit card account

  HKD current account

  USD current account

  Multi-currency statement savings account

  CNY current account

  Securities account

Q5.9.3 How can I register for the e-statement service and cancel my paper statements?

Log in to Cyberbanking and select "E-statements/e-advice" from the "Homepage" tab on the main menu. Check the box(es) under the appropriate column to select your account(s) and opt for e-statements and/or cancel paper statements.

Q5.9.4 How long will past e-statements be retained?

E-statements can be accessed and viewed for a maximum period of two years via Cyberbanking - Internet.

Q5.9.5 Why can't I view my e-statements?

If you can't view your e-statements, please check whether you have successfully registered for the e-statement service. Please note that you have to install Adobe Reader version 6.0 or above to view your e- statements.

Q5.9.6 How can I identify the e-statement provided from BEA?

Every e-statement in PDF format will be signed by a digital certificate of the Bank of East Asia for the purpose of proof of origin and integrity.

To validate the digital signature of the Bank, you need to download the Bank's digital certificate to your Adobe Reader. Please click here to view the procedure.

Q5.9.7 What is the e-advice service?

E-advice enables you to view online transaction details (detailed below) via Cyberbanking - Internet. You will receive e-advice by default, but you can choose to receive paper advice if you prefer.

  Foreign exchange fund transfers

  Fund transfers via electronic clearing ("ECG")

  Fund transfers via CHATS

Q5.9.8 How can I choose to receive paper advice?

Log in to Cyberbanking and select "E-statements/e-advice" from the "Homepage" tab on the main menu. Check the box(es) under the appropriate column to select the Transaction Type and opt for paper advice.

Q5.9.9 How can I view my e-advice?

Log in to Cyberbanking and select "Accounts" from the "Accounts" tab on the main menu, then select "Statements/Advice" from the menu on the left.

Q5.9.10 How long will past e-advice be retained?

E-advice can be accessed and viewed for a maximum period of 60 days via Cyberbanking - Internet.

5.10 Stop payments

Q5.10.1 What does the "Stop Payments" sub-function do?

This allows you to place an instruction to stop payment on one or more cheques. Click the "Stop Payments" under "Accounts". Service charges will be levied on each stop payment order.

5.11 Transfers

[Local fund transfer]

Q5.11.1 What does the "Transfers" function allow me to do?

You can transfer funds from your accounts to other BEA accounts or accounts held at other local banks with or without prior registration. You can transfer funds to other local banks via electronic clearing system or CHATS.

For transactions conducted via the electronic clearing system, the funds transferred will normally be available in the beneficiary's bank account two working days after the date of the transaction.

For transactions conducted via CHATS, the funds transferred will normally be available in the beneficiary's bank account on the date of the transaction. A service charges will be levied on each CHATS transaction.

Q5.11.2 What is the minimum transaction amount when buying foreign currency?

The minimum transaction amount is HK$20.

Q5.11.3 What should I do if I want to submit a fund transfer instruction to BEA?

After clicking "Transfers" in the menu, you should select the type of transfer and input the transaction details. Then, you should click the "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".

Q5.11.4 How do I know whether my fund transfer instruction has been successfully submitted?

If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.

Q5.11.5 What does the "Schedule" sub-function allow me to do?

This sub-function allows you to set up, enquire, edit, and delete records of scheduled transfers that have not been executed.

Q5.11.6 What does the "Templates" sub-function allow me to do?

This sub-function allows you to create, change, and delete your templates.

[Telegraphic transfer]

Q5.11.7 What does the "Telegraphic Transfer" function allow me to do?

You can transfer funds from your accounts to overseas bank accounts with or without prior registration in more than 10 major international currencies including HKD, USD, AUD, CAD, CHF, GBP, SGD, JPY, NZD, and EUR.

You can submit telegraphic transfer instructions from 9:00 a.m. to 5:00 p.m. Monday to Friday in Hong Kong time (excluding public holidays and when the Typhoon No.8 signal or above or the Black Rainstorm warning is hoisted). A service fee of HK$150 (consisting of a HK$50 issuance charge and HK$100 cable charge) will be levied on each transfer.

Q5.11.8 What is the minimum transaction amount when transferring funds overseas?

The minimum transaction amount when transferring funds overseas is HK$1,000, JPY10,000, or 100 in any other available currency.

Q5.11.9 What should I do if I want to submit a telegraphic transfer instruction to BEA?

After clicking "Transfers" under "Accounts" and then click "Other Banks (China & Overseas)" or "Remittance" under "Payments" in the menu, you can input the transaction details. Then, you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".

Q5.11.10 How can I know the status of my telegraphic transfer instruction?

You can enquire about the status of a telegraphic transfer instruction via the "Enquiry" sub-function if it has been accepted by the Bank. The status will be one of the following:

Status Meaning

Received: The Bank has received your instruction.

Confirmed: The Bank has processed your instruction.

Rejected: The Bank has rejected your instruction.

Q5.11.11 What does the "Schedule" sub-function allow me to do?

This sub-function allows you to set up, check, edit, and delete records of scheduled transfers that have not been executed.

Q5.11.12 What does the "Templates" sub-function allow me to do?

This sub-function allows you to create, change, and delete your templates.

[Schedule]

Q5.11.13 If I made a scheduled instruction for a local/telegraphic fund transfer, when will the amount be debited from my withdrawal account?

The Bank will debit the amount from your designated account in the early morning (Hong Kong time) on the day of the execution of your instruction.

Q5.11.14 Can I place a single instruction or recurring scheduled instructions for local/telegraphic transfer?

You can place a one-time scheduled instruction by selecting the designated date for transfer or a recurring instruction under one of the following frequencies:

  weekly

  bi-weekly

  monthly

  bi-monthly

  quarterly

  half-yearly

  yearly

Q5.11.15 If the local fund transfer instruction is scheduled to be executed on a Sunday or public holiday or if the telegraphic transfer instruction is scheduled to be executed on a Saturday, Sunday, or public holiday, when will it be executed?

If your local fund transfer instruction is scheduled for execution on a Sunday or public holiday, or if your telegraphic transfer instruction is scheduled for execution on a Saturday, Sunday, or public holiday, the instruction will be executed on the following working day.

Q5.11.16 If my account does not maintain sufficient funds, will the scheduled instruction be executed?

No, in the event that there are insufficient funds in the withdrawal account to complete a scheduled instruction, the Bank may choose, at its sole discretion, not to execute such instruction and may charge the account for the unsuccessful instruction.

Q5.11.17 If a scheduled instruction for a local/telegraphic transfer has been made via the Internet, can I edit or cancel the instruction if any error is detected?

Yes, you can edit or cancel your instruction before the execution date. A new scheduled instruction number will be assigned automatically when you confirm the amendment of the existing scheduled instruction. However, you cannot edit or cancel the instruction on the execution date.

Q5.11.18 How can I find out if my local/telegraphic transfer was successful on the Execution Date?

If the transaction is successfully executed, the Bank will notify you by sending an email to your designated email address, or you can check your account activity via Cyberbanking.

Q5.11.19 When will I receive an email reminder?

You will receive an email reminder under the following situations:
  3 working days before the execution of a scheduled instruction (No email
    reminder will be issued if the difference between the scheduled instruction
    setup and execution date is less than 3 working days.)
  Immediately following the setup/revision/deletion of a scheduled instruction
  Immediately following the successful/unsuccessful execution of a scheduled
    instruction
  1 month before the expiry date of a scheduled instruction (No email reminder will
    be issued if the difference between the scheduled instruction setup date
    and expiry date is less than 1 month.)

Q5.11.20 How can I change my email address?

To change your email address, please click "Settings" and then "Email Address" under "Homepage", then input your new email address and click "Proceed".

Verify your new email address on the next screen and then click "Confirm".

Q5.11.21 Can I schedule instructions in a foreign currency?

Yes, but the currency of the scheduled fund transfer must be the same as the account to be debited.

Q5.11.22 If I do not enter an email address during the setup of a scheduled instruction, will I receive an email reminder?

You will not receive an email reminder if you do not enter your email address during the setup of a scheduled instruction. You can enter your email address under the following situations:

  you are editing a scheduled instruction

  you are setting up a new scheduled instruction

Q5.11.23 How far into the future can I set the expiry date for a recurring scheduled instruction?

The expiry date of a scheduled instruction must be within two years of the setup date.

5.12 Time deposits

Q5.12.1 What does the "Time Deposits" function allow me to do?

You can enquire your deposits, place and uplift a deposit, and give deposit renewal instructions in the "Time Deposits" function.

Q5.12.2 What information can I obtain through the "Time Deposits" sub-function?

You can choose "Summary" to view deposit records of all time deposit accounts. You can also select any one of your time deposit accounts to view its deposit records.

For details of each deposit, you can just click the "deposit number".

Q5.12.3 What should I do if I want to submit a deposit placement, uplift, or renewal instruction to BEA?

After clicking the corresponding button of the sub-function, you can input the transaction details. Then, you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details (and the interest/exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".

Q5.12.4 What deposit types can I operate in the "Deposits" function?

  HKD time deposit with BEA

  FCY time deposit with BEA

Q5.12.5 How do I know whether my deposit placement, uplift, or renewal instruction has been successfully submitted?

If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.

Q5.12.6 What kinds of instructions can I place in the "Renewal" sub-function?

There are two types of instructions in the "Renewal" sub-function:

  Deposit Renewal Instruction (Multiple Times)

  Deposit Renewal Instruction (One Time Only)

In addition, when you place "Deposit Renewal Instruction (Multiple Times)", you can choose either "Renew Principal plus Interest" or "Renew Principal and Pay Interest" and the interest will be paid to an interest disposal account.

5.13 Requisition

[Statement/Cheque book]

Q5.13.1 What is the "Requisition" Function?

The "Requisition" function allows you to request an account statement or a cheque book and place an instruction of demand draft or cashier's order. The service charge will be debited from the account.

Q5.13.2 How will I receive my cheque book?

Your cheque book will be mailed to your correspondence address on record at BEA by ordinary mail (postage waived) or by registered mail (charge applies). If you choose to have your cheque book delivered by registered mail, the service charge will be automatically debited from your current account.

[Demand draft/Cashier's order]

Q5.13.3 What should I do if I want to place an instruction of Demand Draft/Cashier's Order?

You just fill in the corresponding application, and select the handling branch for processing. After the application is successfully accepted, our branch colleagues will contact you for further processing. You need to go to the specified handling branch in person to complete the application form.

5.14 Rate enquiries

Q5.14.1 What information can I obtain through the "Rate Enquiries" function?

You can view the following financial information:

  Hong Kong dollar savings and deposit interest rates

  Foreign currency savings and deposit interest rates

  Foreign currency T/T exchange rates and Gold

  Foreign currency notes exchange rates

  CNY (Renminbi) non-deliverable forward

Payments

5.15 Bills and donations

Q5.15.1 What does the "Payments" function allow me to do?

You can pay bills, make donations, and remit funds to local and overseas bank accounts. For your convenience, Cyberbanking enables you to conduct transactions with more than 600 merchants and charitable organizations.

Q5.15.2 What should I do if I want to submit a bill payment or donation instruction to BEA?

After clicking "Bills" or "Donations" in the menu, you can input the transaction details. Then you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".

Q5.15.3 How do I know whether my payment instruction in "Bills" or "Donations" has been successfully submitted?

If the instruction is accepted, the message "Transaction completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.

Q5.15.4 Are "Bills" or "Donations" provided 24-hour service?

Yes. However, "Bills" or "Donations" transactions will be valued on next working day if the transaction is completed after cut-off time on each working day, on Sundays/public holidays; or when Typhoon No.8 signal or Black Rainstorm warming is hoisted.

Q5.15.5 Can I pay a bill by phone or mobile phone?

Only JETCO merchants are available via the phone channel. You can also pay bills from over 600 merchants via the Internet.

Q5.15.6 Can I pay a bill by Credit Card?

You can pay mostly of bills by your credit card except "Bank of East Asia", "Citibank Credit Card", "Citibank Banking Services", "Hong Kong Jockey Club", and "Initial Public Offerings". However, a handling fee equals to 3% of the transaction amount or HK$10 (whichever is higher) will be levied on each online payment made to merchants under the categories of "Banking & Credit Card Services", "Credit Services", or "Securities Trading", and such fee will be charged to the credit card account of the cardholder.

5.16 Schedule

Q5.16.1 What does the "Schedule" sub-function allow me to do?

This sub-function allows you to set up, enquire, change, and delete records of scheduled payments that have not been executed.

Q5.16.2 What does the "Templates" sub-function allow me to do?

This sub-function allows you to create, change, and delete your templates.

Q5.16.3 If I place a scheduled instruction to pay my bill, do I need to register the relevant merchant first?

No, you are not necessary for prior registration. Your scheduled instruction will be executed on "Execution Date".

Q5.16.4 If I made a scheduled instruction for "Bills" or "Donations", when will the amount be debited from my withdrawal account?

The Bank will debit the amount from your designated account in the early morning (Hong Kong time) on the day of the execution of your instructions.

Q5.16.5 Can I place a single instruction or recurring scheduled instructions for payment?

You can place a one time scheduled instructions by selecting the designated data for payment or a recurring instructions under one of the following frequencies:

  weekly

  bi-weekly

  monthly

  bi-monthly

  quarterly

  half-yearly

  yearly

Q5.16.6 If the payment instruction is scheduled to be executed on a Sunday or public holiday, when will it be executed?

If your instruction is scheduled for execution on a Sunday or public holiday, the instruction will be executed on the following working day.

Q5.16.7 If my account does not maintain sufficient funds, will the scheduled instruction be executed?

No, in the event that there are insufficient funds in the withdrawal account to complete a scheduled instruction, the Bank may choose, at its sole discretion, not to execute such instruction and may charge the account for the unsuccessful instruction.

Q5.16.8 If a scheduled instructions for "Bills" or "Donations" has been made via the Internet, can I edit or cancel those instruction if any error is detected?

Yes, you can edit or cancel your instructions before the "execution date". A new scheduled instruction number will be assigned automatically when you confirm the amendment of the existing scheduled instruction. However, you cannot edit or cancel your instructions on the "execution date".

Q5.16.9 How can I find out my bill was successful on the "Execution Date"?

If the transaction is successfully executed, the Bank will notify you by sending an email to your designated email address, or you can check your account activity via Cyberbanking.

Q5.16.10 When will I receive an email reminder?

You will receive an email reminder under the following situations:
  3 working days before the execution of a scheduled instruction (No email
    reminder will be issued if the difference between the scheduled instruction
    setup and execution date is less than 3 working days.)
  Immediately following the setup/revision/deletion of a scheduled instruction
  Immediately following the successful/unsuccessful execution of a scheduled
    instruction
  1 month before the expiry date of a scheduled instruction (No email reminder will
    be issued if the difference between the scheduled instruction setup date
    and expiry date is less than 1 month.)

Q5.16.11 How can I change my email address?

To change your email address, please click "Settings" and then "Email Address" under "Homepage", then input your new email address and click "Proceed".

Verify your new email address on the next screen and then click "Confirm".

Q5.16.12 If I do not enter an email address during the setup of a scheduled instruction, will I receive an email reminder?

You will not receive an email reminder if you do not enter your email address during the setup of a scheduled instruction. You can enter your email address under the following situations:

  you are editing a scheduled instruction

  you are setting up a new scheduled instruction

Q5.16.13 How long is the recurring scheduled instruction valid?

The recurring scheduled instruction could be last for 2 years.

Loans

5.17 Property - HK

Q5.17.1 What can I do if I have enquiries on Hong Kong Property Loans?

You can call our customer hotline on (852) 3608 8686 during the following hours for the enquiries.

Monday - Friday : 9:00 a.m. - 5:30 p.m.

Saturday : 9:00 a.m. - 1:00 p.m.

Q5.17.2 How do I know whether my mortgage pre-approval application has been approved?

If the application is approved, the message "Approval in principle is granted" and a transaction reference number will be displayed onscreen. Otherwise, a rejection message will appear. You can also click the "Print" button to print the application record.

Q5.17.3 How do I request a written pre-approval letter?

If approval in principle is granted to your mortgage pre-approval application, you can request a written pre-approval letter by clicking the "Request written pre-approval letter" button on the pre-approval confirmation page.

Q5.17.4 How do I know whether my mortgage application has successfully been accepted?

If the application is accepted, the message "Application received" and a transaction reference number will be displayed onscreen. Otherwise, a rejection message will appear. You can also click the "Print" button to print the application record.

Q5.17.5 When I conduct property valuation via "DTZ Debenham Tie Leung", a dialogue box "Security Alert" was prompted. What does it mean?

"DTZ Debenham Tie Leung" is now using Hongkong Post e-Cert and the recommended browsers can verify some ordinary e -Cert only. Thus, it cannot be verified by the browsers and so you are recommended to install the Hongkong Post e-Cert, as well as, the installation procedures are as follows:

Internet Explorer 6.0 or above*

1. Download the "Hongkong Post e-Cert CA certificate" and "Hongkong Post Root CA certificate" from the website: www.hongkongpost.gov.hk/product/download/root/index.html.

2. Select "Tools" from the menu bar.

3. Select "Internet Options".

4. Select "Content" tab.

5. Click "Certificates" button.

6. Select "Intermediate Certification Authorities" tab.

7. Click "Import" button.

8. A "Certificate Manager Import Wizard" will be prompted and click "Next" button.

9. Click "Browse" to select the file "ecert.cer" (Hongkong Post e-Cert CA Certificate) and then click "Open" button followed by "Next" button.

10. Select "Automatically select the certificate store based on the type of certificate" and then click "Next" button.

11. Click "Finish" button.

12. Select "Trusted Root Certification Authorities" tab.

13. Click "Import" button.

14. A "Certificate Manager Import Wizard" will be prompted and click "Next" button.

15. Click "Browse" to select the file "root.cer" (Hongkong Post Root CA Certificate) and then click "Open" button followed by "Next" button.

16. Select "Automatically select the certificate store based on the type of certificate" and then click "Next" button.

17. Click "Finish" button.

18. Click "Yes" button.

(* Remark: Please refer to the content of "HELP" for the other versions.)

5.18 Property - China

Q5.18.1 What can I do if I have enquiries on China Property Loans?

You can call our customer hotlines on (852) 3608 3092 during the following hours for the enquiries.

Monday - Friday : 9:00 a.m. - 6:00 p.m.

Q5.18.2 When can we/I apply for full or partial repayment?

Please apply for full or partial repayment 21 days or over before the next instalment due date. If there are fewer than 21 days to the next instalment due date, please apply after you have paid the next instalment.

Cards

5.19 Credit cards

Q5.19.1 What can I do in the "Bonus Gallery" sub-function under the "Credit Cards" function?

You can online place the Bonus Points redemption order or the mileage conversion.

Q5.19.2 What should I do if I want to place the Bonus Points redemption order or the mileage conversion?

Choose the "Bonus Gallery" sub-function under the "Credit Cards" function, and select the credit card accounts for deducting the required bonus points and charging the required purchase amount.

After the selection, click the "Proceed" button to continue the transaction or "Clear" button to cancel the transaction.

The amount of bonus points available under the selected credit card accounts will be displayed for your reference.

To complete the order placement, please fill in the order details, Royal Orchid Plus membership no., and delivery details (if applicable). You can verify and confirm the order details by clicking the "Confirm" button or cancel the transaction by clicking the "Cancel" button.

Q5.19.3 How do I know whether my redemption order placed is completed?

If the order placement is accepted, a message "Transaction Completed" and an order serial number will be displayed onscreen.

If the order placement is rejected, a rejection message will be displayed onscreen and NO order serial number will be shown.

You can then click the "OK" button to complete your redemption order placement.

Q5.19.4 How can I get a summary record of my redemption order?

You can click the "Print" button on completed screen to print out the order details for your reference.

Q5.19.5 How can I know if your card centre has processed my Direct Debit Authorisation ("DDA") request?

A confirmation letter will be sent to you by post as soon as we receive your request.

Q5.19.6 When shall I know my DDA has been setup?

A confirmation letter will be sent to you when the DDA has been setup.

Q5.19.7 How will I know if the DDA has been setup if the confirmation letter is lost in transit?

The message "Your account will be settled by autopay" will appear on your credit card statement if the DDA has been successfully setup.

Investments

5.20 Risk Assessment

Q5.20.1 Where can I view or update my risk tolerance level?

To view or update your risk tolerance level, simply visit the Bank's website at www.hkbea.com, log in to Cyberbanking, select "Investment" from the main menu, and then select "Risk Assessment".

Q5.20.2 How is the risk tolerance level defined?

At BEA, we classify our customers' risk tolerance level under one of the following five categories:

Risk Tolerance Level Investor Type Corresponding Investment Preference

1 Low Conservative You are an investor who is willing to accept lower returns in exchange for a higher degree of stability and certainty.

2 Medium Balanced You are an investor who is willing to accept some investment risks in exchange for potentially a higher but relatively stable return.

3 Medium to High Growth You are an investor who is willing to accept considerable investment risk in exchange for potentially a higher return.

4 High Aggressive You are an investor who is willing to accept significant investment risk in exchange for potentially a significant return.

5 Very High Very Aggressive You are an investor who is willing to accept significant high investment risk in exchange for potentially a substantial return.

Q5.20.3 How is the BEA risk level defined?

The BEA Risk Levels are listed as below:

BEA Risk Level Corresponding Investment Preference

1 Low Product of this level is generally suitable for an investor who is willing to accept lower returns in exchange for a higher degree of stability and certainty.

2 Medium Product of this level is generally suitable for an investor who is willing to accept some investment risks in exchange for potentially a higher but relatively stable return.

3 Medium to High Product of this level is generally suitable for an investor who is willing to accept considerable investment risk in exchange for potentially a higher return.

4 High Product of this level is generally suitable for an investor who is willing to accept significant investment risk in exchange for potentially a significant return.

5 Very High Product of this level is generally suitable for an investor who is willing to accept significant high investment risk in exchange for potentially a substantial return.

Q5.20.4 How long is my risk assessment record valid for?

The results of your risk assessment questionnaire are valid for one year.

5.21 Linked Deposits

Q5.21.1 What are Linked Deposits?

Linked Deposits are structured products which involve or have embedded derivatives. The total return of a linked deposit is subject to the performance of the underlying financial instruments. However, linked deposits are not the same as, nor should they be treated as a substitute for, traditional time deposits. Please refer to the Principal Brochure of each specific linked deposit the details of the product features and risk factors.

Q5.21.2 How do I access Linked Deposit services?

To access the services, simply visit our website at www.hkbea.com, log in to Cyberbanking, select "Investments" from the main menu, and then select "Linked Deposits".

Q5.21.3 What types of Linked Deposits are provided?

The following types of Linked Deposits are provided:

   Currency Linked Deposits
   Equity Linked Deposits
   Basket Equity Linked Deposits - with Callable and Optional Kick-in Features
   Single Equity Linked Deposits - with Callable and Optional Kick-in Features

Q5.21.4 What kind of account do I need?

You should be a personal banking customer holding a SupremeGold Account, Supreme Account, or i-Account with a Linked Deposit Account to place orders for Currency Linked Deposits. Moreover, you should hold a Linked Deposit Account and a securities sub-account to place orders for Equity Linked Deposits.

Q5.21.5 How can I check my Linked Deposit transaction status and history?

You can check your transaction status and history via the Linked Deposit "Account Enquiries" function.

For Single/Basket Equity Linked Deposits - with Callable and Optional Kick-in Features, you can also check your transaction status on the same day via "Today's Order Checking".

Q5.21.6

What are the service hours for online Linked Deposit services?

The service hours for our online Linked Deposits services are as follows:

Functions

Linked Deposit Account Enquiry 24 hours

Rate Enquiry

Currency Linked Deposits Monday-Friday: 9:15 a.m. - 7:00 p.m.

Equity Linked Deposits Monday-Friday: 9:30 a.m. - 7:00 p.m.

Basket Equity Linked Deposits -
with Callable and Optional Kick-in Features Monday-Friday: 10:30 a.m. - 4:00 p.m.

Single Equity Linked Deposits -
with Callable and Optional Kick-in Features Monday-Friday: 10:30 a.m. - 4:00 p.m.

Order Placement

Currency Linked Deposits Monday-Friday: 9:15 a.m. - 4:30 p.m.

Equity Linked Deposits Monday-Friday:
9:30 a.m. - 12:00 noon
1:30 p.m. - 3:30 p.m.

Basket Equity Linked Deposits -
with Callable and Optional Kick-in Features Monday-Friday: 10:30 a.m. - 3:30 p.m.

Single Equity Linked Deposits -
with Callable and Optional Kick-in Features Monday-Friday: 10:30 a.m. - 3:30 p.m.

5.22 Cyberfund Centre

Q5.22.1 What is the Cyberfund Centre?

You can use the Cyberfund Centre to search for, compare, and subscribe to funds; place redemption orders; check your fund portfolio; and view the latest fund news.

Q5.22.2 How do I access the Cyberfund Centre?

To access the Cyberfund Centre, simply visit the Bank's website at www.hkbea.com, log in to the Cyberbanking portal, select "Investments" from the main menu, and then select "Cyberfund Centre".

Q5.22.3 What services does the Cyberfund Centre provide?

The Cyberfund Centre provides the following information and services:

  Fund subscription

  Fund redemption

  Unit trust portfolio details

  Fund comparison

  Trade Basket

  Risk assessment

  Order status

  Latest market information

  Information on unit trust investments

Q5.22.4 What kind of account do I need to use the Cyberfund Centre?

To enjoy Cyberfund Centre services, you should be a personal banking customer holding a SupremeGold Account, Supreme Account, or i-Account with sub-securities account and multi-currency statement saving account as settlement account.

Q5.22.5 How many funds can I subscribe to for each transaction instruction?

You can subscribe to a maximum of four funds in one transaction instruction.

Q5.22.6 Where can I find fund information?

You can check a fund's fact sheet and prospectus under the document column "Doc" in the fund search result table.

Q5.22.7 How do I check the reference market value of fund investments in my account?

You can check the fund's holding units and reference market value in the fund's base currency or in Hong Kong Dollar on the "Redeem/Portfolio Details" page.

Q5.22.8 How do I redeem funds?

You can redeem a fund directly via the "Redeem/Portfolio Details" page.

Q5.22.9 Can I redeem fund units partially through the Cyberfund Centre?

At the present time, you can only make full redemption through the Cyberfund Centre.

Q5.22.10 How many funds I can redeem for each transaction instruction?

You can redeem up to four funds in one transaction instruction.

Q5.22.11 Where can I find my transaction status and history?

You can find your transaction status and history on the "Order Status" page.

Q5.22.12 Can I store intended subscription amounts in my Trade Basket?

Yes - simply enter the amount you intend to subscribe and click "Save". These instructions can be stored in Trade Basket for up to three months.

Q5.22.13 My browser displays the message "Cookie is disabled. Please check your browser setting and try again." Whenever I click "Cyberfund Centre". What's wrong?

Please click here to learn how to adjust your browser setting.

5.23 FX/Gold Margin

Q5.23.1

What services are available under the FX/Gold Margin sub-function?

This sub-function allows you to obtain the following information on your foreign exchange ("FX") margin trading account:

  FX Margin Account Balance

  FX Margin Position

  FX Margin Order Trail

  FX Margin Adjusting Rate and Interest Rate

  Daily FX Commentary

In addition, you can access the Internet margin products trading platform for FX margin trading.

Q5.23.2 What is FX margin trading?

FX margin trading is a type of leverage trading that allows you to buy and sell foreign currencies worth up to 16 times your margin deposit. In other words, the margin deposit required to open a position is only 6% of the contract amount.

Q5.23.3 What is the minimum deposit amount required by BEA to open a Foreign Exchange Margin and Option Margin Trading account?

The minimum deposit amount is US$5,000 (or its equivalent).

Q5.23.4 What are the trading hours?

The trading hours for both the Internet and phone channels are as follows:
FX Spot: 7:00 a.m. to 3:30 a.m. on the next day, Monday through Friday.
FX Option: 9:00 a.m. to .3:00 a.m. on the next day, Monday through Friday.

The trading hours will be announced for each channel separately when Hong Kong and other major financial markets are closed.

Q5.23.5 How can I access the Internet margin products trading platform?

Before you can access the Internet margin trading platform, you need to open a Cyberbanking account and a Foreign Exchange Margin and Option Margin Trading account. Once you register your Foreign Exchange Margin and Option Margin Trading account as a related account under your Cyberbanking account, you can begin accessing the Internet margin products trading platform. For more details, please visit any BEA branch.

Q5.23.6 Will I receive a statement after a transaction has been completed?

Whether you trade via the Internet or phone, you will receive daily and monthly statements.

Q5.23.7 Is any commission charged on a trade?

BEA does not charge any commission on a trade.

Q5.23.8 What is the interest receivable/payable for an outstanding position?

At the end of each trading day, clients' outstanding positions will be rolled over to a new value date. Calculation of the interest receivable/payable is based on the difference between the interest rates for the currency pair of the outstanding position, where the financial impact is presented through the adjustment of the position rate. For details, please contact our FX Margin hotline on (852) 2211 1688.

Q5.23.9 What is the currency used for settlement?

The margin trading account is settled in US dollars.

Q5.23.10 What is the initial margin requirement to open a position?

The initial margin requirement for a new customer is 8%.

Q5.23.11 What is the margin call level?

The margin call level is 5%. When a client's margin ratio falls below 5%, he/she will receive a margin call to top up his/her funds.

Q5.23.12 What is the margin cut level?

The margin cut level is 3%. When a client's margin ratio falls below 3%, his/her position will be liquidated at the Bank's discretion.

Q5.23.13 What is the minimum transaction amount for a Foreign Exchange Margin and Option Margin Trading account?

For FX Margin, the minimum transaction amount is 50,000 of the first currency in a contract.

For FX Option Margin, the minimum transaction amount is US$250,000 or its equivalent.

Q5.23.14 How can I deposit funds into my Foreign Exchange Margin and Option Margin Trading account?

To deposit funds, please visit any BEA branch or log in to your Cyberbanking account.

Q5.23.15 Do I receive any interest for time deposits that are pledged for my Foreign Exchange Margin and Option Margin Trading account?

You will receive interest on your time deposits. Please call our hotline on (852) 2211 1688 for more details.

Q5.23.16 What types of orders can I place?

You can place a 1) Single limit/Stop loss order, 2) One-Cancels-the-Other ("OCO") order, 3) If Done order, and 4) If Done One-Cancels-the-Other ("If Done OCO") order.

Q5.23.17 How long can each order last?

Your orders can be Good till End of Day, Good till Weekend, or Good till Cancel.

Q5.23.18 What will happen to my positions if my margin ratio reaches the margin cut level?

Your positions will be liquidated at BEA's discretion. Clients should be aware of the risks of margin trading.

Q5.23.19 How can I access the Internet margin products trading platform?

To access FX/Gold Margin services, please visit Cyberbanking's website at www.hkbea.com and log in to the Cyberbanking portal and then click "FX/Gold Margin" under "Investments" in the main menu.

Q5.23.20 What is the recommended memory size for a PC that will be used to access the Internet margin products trading platform?

To ensure timely delivery of real-time rate updates from the system server, we recommend that your PC has at least a 2 GB memory.

Q5.23.21 What is the minimum Java Runtime Environment ("JRE") version requirement for the Internet margin products trading platform?

The minimum JRE version requirement for the Internet margin products trading platform is v1.5.0_07.

5.24 Gold

Q5.24.1

What is Cyberbanking's Gold trading?

Cyberbanking's Gold trading is a one-stop online gold trading service. You can enjoy the following services via Cyberbanking:

  Gold trading

  Gold Account enquiry

  Gold price enquiry

Q5.24.2 How can I place gold trading orders via the Internet?

You must be the account holder of a Gold Account with either a statement savings account or current account as your settlement account. These accounts should be registered under Cyberbanking for online transactions. To activate the service, please visit your nearest BEA branch during office hours.

Q5.24.3 Do I need to register for online Gold trading service again if I have registered for a Gold Account via the Cyberbanking - Phone?

It is not necessary to register again. You simply need to log in to Cyberbanking - Internet to enjoy gold trading service.

Q5.24.4 Will the transaction history display all transactions if I place gold trading orders at a branch or by phone?

All transaction activities will be updated simultaneously under Cyberbanking, including Internet and phone channels, as well as transactions made at branches.

Q5.24.5 Can I view my entire transaction history?

Through Cyberbanking, you can only enquire about transactions that have been conducted at branches, by phone, or via the Internet from the effective date of the Gold trading service.

Q5.24.6 How do I access Gold trading?

Simply log in to Cyberbanking and click "Gold" under "Investments".

Q5.24.7 How do I check updated gold prices?

You can simply click "Rate Enquiries" under "Accounts" or "Gold" under "Investments" in the main menu during service hours to check updated gold prices.

Q5.24.8 Is there any daily transaction limit for gold trading?

Yes. The transaction limit is 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower.

Q5.24.9 How do I know whether the gold trading transaction has been successfully submitted?

If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. You can also click "Summary" under "Accounts" or "Gold" under "Investments" function to check your transaction history.

Q5.24.10 What is the gold price if it has changed during the gold trading transaction?

The most updated gold price will be applied if the gold price has been changed during the transaction. You should verify and re-confirm the transaction details at that time.

Q5.24.11 Is there any charge for using Gold trading service?

Gold Trading service is completely free of charge.

Q5.24.12

What are the service hours for online Gold trading and Gold Account enquiries?

The service hours for making online Gold trading and Gold Account enquiries are as follows:

Gold Trading

Monday-Friday
: 9:00 a.m. - 5:00 p.m.

Gold Account Enquiry

24 hours

5.25 Market Express

Q5.25.1 What can I view in "Market Express" function?

"Market Express" provides latest news, stock quote, top 10 gainers and losers, and company information, etc. It lets you know the latest market trend anytime, anywhere.

Q5.25.2 Is there any charge if I want to view information from "Market Express"?

It is absolutely FREE of charge for Cyberbanking account holders.

Q5.25.3 What kinds of information can I obtain through the "Market News" sub-function?

"Market News" provides latest financial news (Supreme Account holders can enjoy "Dow Jones Realtime Market News" totally free), stock quote (one hour delayed) and major indices of Hong Kong, Asia and World (one hour delayed).

Q5.25.4 What kinds of news can I obtain through the "Latest News" sub-function?

"Latest News" provides latest financial news (Supreme Account holders can enjoy "Dow Jones Realtime Market News" totally free), company news and China B shares information, etc.

Q5.25.5 What information can I obtain through the "Stock Quotes" sub-function?

"Stock Quotes" provides stock quote (one hour delayed), chart and major indices of Hong Kong, Asia and World (one hour delayed). Moreover, it also provides "Add to Stocks" function to let you keep track of your securities holdings and its market value.

Q5.25.6 What information can I obtain through the "Top 10" sub-function?

"Top 10" shows top 10 gainers and top 10 losers that are ranked by percentage change of price.

Q5.25.7 What information can I obtain through the "Company Information" sub-function?

"Company Information" provides company portfolio, profit and loss, balance sheet, financial ratio, corporate information, and cash flow of the listed company.

Q5.25.8 What should I do if I don't know the company stock code?

You can use "Code Search" sub-function to obtain the company stock code by entering key-words of the company (e.g. company name).

Insurance

5.26 Insurance

Q5.26.1 How can I enquire questions related to Insurance?

Please refer to the Frequently Asked Questions under the "Insurance" function.

MPF

5.27 MPF

Q5.27.1 What MPF services can I access through Cyberbanking (MPF/ORSO)?

Cyberbanking (MPF/ORSO) enables you to conveniently make a wide range of BEA (MPF) enquiries online, plus enjoy many other related services. These include:

  Account balance enquiries

  Contribution history enquiries

  Withdrawal history enquiries

  Current investment enquiries

  Fund information

  Form downloads

  General information

Q5.27.2 As a BEA (MPF) customer, can I enjoy Cyberbanking (MPF/ORSO) services if I do not have a Cyberbanking account?

Yes, you can enjoy Cyberbanking (MPF/ORSO) services. To open an account, simply call our BEA (MPF) Hotline on (852) 2211 1777 during office hours.

Q5.27.3 If I already have a Cyberbanking account, do I need to open a Cyberbanking (MPF/ORSO) account?

No, MPF services are available to Cyberbanking customers.

However, if you are unable to enquire about your MPF account via Cyberbanking, please visit any BEA branch to register your MPF account under Cyberbanking as a related account.

Q5.27.4 How can I learn more about Cyberbanking (MPF/ORSO)?

You are welcome to call our BEA (MPF) Hotline on (852) 2211 1777 during office hours for assistance.

6. Cyberbanking - Internet Troubleshooting

Q6.1 Who can I call if I cannot get access to Cyberbanking - Internet even I enter my account number and PIN correctly?

You can call our hotline on (852) 2211 1321 during service hours.

Q6.2 If the system does not respond after I confirm the transaction, how can I know whether the transaction has been processed?

You can re-enter the Cyberbanking - Internet and check the transaction details and balances in the "Activities" and the "Summary" sub-functions respectively or you can call our hotline on (852) 2211 1321 during service hours.

Q6.3 I have an error message saying that "Java" or "JavaScript" is not enabled. What does this mean?

To use Cyberbanking, JavaScript must be enabled in your browser. Customers using a digital certificate to log in to their Cyberbanking account or to perform designated transactions must also have Java enabled.

If you are using Internet Explorer*:

1. Click "Tools"

2. Select "Internet Options"

3. Select the "Security" tab

4. Click "Medium"

5. Click "OK"

(* If you use another browser, please refer to the "Help" section of your browser for instructions.)

Q6.4 I already used the recommended version of the browser and its required settings and I still have problems in viewing some of web pages. What should I do?

You should check your modem settings or the connection to your Internet Service Provider ("ISP"). Another reason may be the peak traffic in the Internet, and you should try again to connect.

Q6.5 What is the reason that the contents of Cyberbanking in simplified Chinese version cannot be displayed properly?

Your PC Operating System and Internet Browser do not support the simplified Chinese characters. To solve the problem, you may download the necessary software for viewing the simplified Chinese characters.

Q6.6 When I log in, a message saying "Data Transmission is in progress" appears. What should I do?

If you use a digital certificate to log in to Cyberbanking, download a Java Virtual Machine from java.sun.com/getjava/installer.html by following the installation instructions provided on the website.

Q6.7 When I log in, a window saying "Warning - Security" pops up. What should I do?

If you use a digital certificate to log in to Cyberbanking, the Java Virtual Machine installed to your browser may be incompatible. Please update to the latest version to continue using Cyberbanking.

To check your JVM version, please click here.
To download a new JVM version, please click here.

Technical Tips:

1. Which JVM versions are incompatible with Cyberbanking?

The following JVM versions are incompatible with Cyberbanking.
  versions before 1.4.2_03
  versions before 1.4.1_06
  versions before 1.3.1_10

By the way, Cyberbanking supports the following JVM versions.
  versions of 1.4.2_03 or above
  versions of 1.4.1_06 or above
  versions of 1.3.1_10 or above

2. How to check your JVM version?

You can select "Tools" from the menu bar at Internet Explorer, and then select "Internet Options" and click "Advanced" for checking. For details, please click here to view.

3. How to download the latest/proper JVM?

You can click on the following button to update your JVM program to the latest version.

Q6.8 What should I do if I encounter a rejection message of "IBK199999" during processing a Cyberbanking transaction when using Internet Explorer 6.0?

It might be a browser's issue. If you are using an Internet Explorer 6.0 Browser, please check the technical tips as below to fix the issue. Should you need any further assistance, please feel free call our services hotline during office hours on (852) 2211 1321.

Technical Tips:

According to the technical update recently issued by Microsoft, Internet Explorer 6.0 users who have applied the security update (MS04-004) Q832894 (issued on
2^nd February, 2004) may encounter problems when using Internet Explorer to submit requests to a web server, including Cyberbanking. To solve this problem, Cyberbanking customers using Internet Explorer 6.0 with Q832894 should also apply another patch, Q831167, as recommended by Microsoft in its Knowledge Base Article - 831167.

1. How to check your Internet Explorer has been updated with the patch - Q832894?

In your Internet Explorer, click "Help > About Internet Explorer" as shown below:

2. Where can you find the Microsoft Knowledge Base Article - 831167 and how do you apply the patch?

Go to the Microsoft web page http://support.microsoft.com/default.aspx?kbid=831167 to view the Knowledge Base Article

Read the prerequisites in the Resolution section carefully and follow the instructions to apply the patch Q831167 (32-bit) package, or

Choose from the following links to download:

For Windows 98/ME/NT/2000/XP English Edition
http://www.microsoft.com/downloads/details.aspx? displaylang=en&
FamilyID=254EB128-5053-48A7-8526-BD38215C74B2

For Windows 98/ME/NT/2000/XP Traditional Chinese Edition
http://www.microsoft.com/downloads/details.aspx?displaylang=zh-tw&
FamilyID=254EB128-5053-48A7-8526-BD38215C74B2

For Windows 98/ME/NT/2000/XP Simplified Chinese Edition
http://www.microsoft.com/downloads/details.aspx?displaylang=zh-cn&
FamilyID=254EB128-5053-48A7-8526-BD38215C74B2

Q6.9 Why can't I log in to Cyberbanking - Internet via my mobile phone?

We have launched a Cyberbanking mobile phone service. You will automatically be redirected to this service when you access Cyberbanking using your mobile phone.

To use the mobile banking service, create your mobile password by following one of these steps:
  Via your mobile
    Download the BEA iPhone or Android application and select "Mobile Banking"
    from the main menu. For more information on BEA's mobile applications,
    please click here.

  Online via your PC
    Log in to Cyberbanking via the BEA website and select "Homepage", "Mobile
    Banking", and then "Activation".

7. Security Precautions

Q7.1 How do I log in to the Cyberbanking website safely?

You can safely log in to Cyberbanking by entering the homepage of The Bank of East Asia, Limited "www.hkbea.com" or the homepage of Cyberbanking "www.hkbea- cyberbanking.com" into your browser, or bookmark these authentic websites for future use. Never use website addresses or links attached in any email or found through Internet search engines to log in to Cyberbanking.

Q7.2 What are the current security measures of the Cyberbanking - Internet?

Cyberbanking - Internet provides the following security measures to safeguard your use of the services:

1. Personal identification number ("PIN") and digital certificate

You can log in to Cyberbanking by using your Cyberbanking/Credit Card account number and PIN.

2. Last login date and time

You can view your last login time after successfully logging into Cyberbanking.

3. Deploy Secure Socket Layer ("SSL") 128-bit encryption

"SSL" is an international and well-proven standard encryption module developed to ensure confidentiality during data transmission. All important information transmitted between your browser and our Bank through Cyberbanking - Internet will be encrypted by 128-bit SSL.

Q7.3 Are there any security tips for using Cyberbanking?

Please read the following precautions before using Cyberbanking:

(a) At all times keep the Cyberbanking Account Number, the private key and/or password of Digital Certificate and the PIN confidential; do not disclose, and shall procure the Authorised Person (in case of accounts other than individual, joint or sole- proprietorship accounts) not to disclose them to any person including any joint account holder under any circumstances; in particular, not to send them through electronic mail; and never assign the same PIN and/or password for accessing other Services (for example, for connection to the internet or accessing other websites).

(b) Notify The Bank of East Asia, Limited ("BEA") immediately of any actual or possible unauthorised use of Cyberbanking Account Number, the PIN and/or Digital Certificate and shall confirm the same in writing without delay to BEA.

(c) Do not disclose the PIN, the private key and/or the password of Digital Certificate to anyone in any circumstances who claims to represent BEA or holds out as BEA's employee or authorised person (it is not necessary for BEA's employee to know the PIN, the private key and/or password of Digital Certificate).

(d) Logout the service and clear the browser cache after a banking session.

(e) Never leave the computer unattended while using Cyberbanking.

(f) Do not use computers which the public may have access to in order to access Cyberbanking.

(g) Take caution of hackers and virus infection when sending and receiving emails, visiting and disclosing personal/financial information to unknown websites and downloading files or programs from websites.

(h) Install proper firewall and anti-virus software and update them with security patches or newer versions on a regular basis to strengthen the security of the computers.

(i) Upgrade browsers and application software to support SSL 128-bits encryption or a higher encryption standard; and not select the option on browsers for storing or retaining user name and PIN and/or the password of Digital Certificate.

(j) Remove file and printer sharing in computers, especially when you have internet access through cable modem, broadband connection, wireless or similar setups.

(k) Change the PIN immediately by selecting a new PIN on the first usage and destroy those documents printed with the PIN subsequently.

(l) Not to use your identity card number, telephone number, date of birth, driving license number or popular number sequences (such as 987654 or 123456) when choosing the PIN and/or the password of Digital Certificate; and not use the same digit more than twice.

(m) Do not write the PIN and/or password of Digital Certificate down, and shall memorise the same.

(n) Keep the PIN and/or password of Digital Certificate separate from the Cyberbanking Account Number/self selected user ID and the Digital Certificate respectively.

(o) Be alert to the surroundings before performing any banking transactions, and make sure that no one sees the PIN and/or password of Digital Certificate.

(p) For security reason, change the PIN and/or password of Digital Certificate regularly.

(q) Check the authenticity of BEA website by comparing the URL and the Bank's name in its Digital Certificate and a security icon that looks like a lock or key appear when authentication and encryption is expected.

(r) Notify BEA of any change to the information provided to Certification Authority ("CA") as soon as such change occurs and BEA shall not in any event be held liable for any loss or damage suffered resulting from or in connection with your failure to do so.

(s) Do not use the Digital Certificate after it has been cancelled or revoked or has otherwise become invalid.

(t) Set the password to protect the Digital Certificate immediately when receiving the Digital Certificate.

(u) Verify the accuracy of the transaction details in the SMS in case of the transaction executed at Cyberbanking prior to entering the One-time Password ("OTP") to initiate the online transaction.

(v) Make sure the Digital Certificate and its private key is non-duplicable and stored in a secure media and remove the media storing the Digital Certificate from the computer after use.

Other Notes

(1) Change your PIN immediately if you suspect that you have been deceived by a fraudulent website or email. For example, if you fail to log in to a service website after inputting your correct PIN, with or without any alert messages.

(2) Do not use software or programme(s) from untrustworthy sources.

(3) Do not click URLs or hyperlinks embedded in any email, search engine, or any untrusted source to access BEA website.

(4) Limit the number of people who can use your personal computer and set your own password for your personal computer if it has this facility.

(5) Disable your browser's "AutoComplete" function. On some browsers, this function remembers the data you input previously. Refer to your browser's "Help" function if necessary.

(6) Make sure that all other browsers are closed before logging in to Cyberbanking.

(7) Input Cyberbanking or BEA website into the address bar of a web browser directly.

(8) Only access Cyberbanking through www.hkbea.com.

(9) Every time you log in to Cyberbanking, please verify your last login date and time, displayed underneath "Welcome [Your Name]" on the first page.

(10) Do not use/install any software or programme to access Cyberbanking.

(11) Access Cyberbanking with browsers recommended by BEA.

(12) Check your bank balance and transaction history regularly. Notify BEA immediately if you discover any errors or unauthorised transactions.

(13) Regular review and follow security tips issued by BEA.

(14) Contact BEA for confirmation immediately whenever a website claiming to originate from BEA looks suspicious to you.

(15) Keep your Digital Certificate, ATM Card, bank statements, cheque books, other important documents and any security media/devices for accessing Cyberbanking in a safe place. If you want to discard any documents that contain your personal information, destroy them first.

(16) Under no circumstances shall BEA, by way of email, ask for your personal information, such as your password, HKID Card number, date of birth, credit card number, credit card expiry date, etc. In addition, BEA will not ask you to access BEA website by clicking hyperlinks attached to any email.

(17) Check the website's privacy policy statement and statement on security safeguards before providing personal data to the website.

(18) BEA will never ask you for your PIN by email, phone, or any other method.

(19) Cover the keypad when you enter your PIN on any device, such as a personal computer, an ATM, or other self-service terminal.

(20) Use proper firewalls, anti-virus software and anti-spyware software to scan your PC from time to time to strengthen the security of your personal computer.

(21) Take precautions against hackers, viruses, spyware, and any other malicious software when sending and receiving email, opening email attachments, visiting and disclosing personal/financial information to unknown websites, and downloading files or programmes from websites.

Q7.4 Do I need to clear browser memory cache?

To safeguard your account information, you are advised to close all your browsers instantly after logging out of Cyberbanking to clear the browser memory cache.

Q7.5 Where can I learn more about Internet banking security precautions?

You can visit the website of The Hong Kong Association of Banks at www.hkab.org.hk/other/pub/5/en/2007ebanking_e.pdf to learn practical tips on "Internet Banking - Keeping Your Money Safe".

Q7.6 What are the websites of the BEA Group?

Please note that the BEA Group currently maintains the following websites only:

   www.hkbea.com
   www.hkbea.com.cn
   www.hkbea.com.tw
   www.hkbea.com.sg
   www.hkbea-cyberbanking.com
   www.hkbea-cyberbanking.com.cn
   www.hkbea- cyberbanking.com/corporate
   biz.hkbea-cyberbanking.com
   www.easecurities.com.hk
   www.eafutures.com.hk
   www.bluecross.com.hk
   www.tricor.com.hk

Remarks: Customers will never be asked for any personal information by email, e.g. name, account number, password, etc. To securely view or use the websites of the BEA Group, simply access our homepage at www.hkbea.com instead of clicking through the hyperlinks attached to any email. For further information, please contact our Customer Service Hotline on (852) 2211 1321.

Q7.7 What browser settings are required to use Cyberbanking?

The following browsers are supported by Cyberbanking: Internet Explorer, Firefox, Safari, and Google Chrome (for full details, see FAQ Q4.2).

JavaScript, SSL, and Cookies must be enabled.
Customers using a digital certificate to log in to their Cyberbanking account or to perform designated transactions must also have Java enabled.

Q7.8 How can I upgrade the version of my browser?

If you want to upgrade the version of your browser, you may go to the corresponding download sites. Alternatively, you may choose the browser you wish to upgrade in the error page when you enter our service. After making your selection, you will be redirected to the appropriate site for downloading.

Q7.9 What should I do if I want to enable the SSL feature?

Enable SSL Version 3.0

If you are using Internet Explorer 6.0 or above*:

1. Click "Tools"

2. Select "Internet Options"

3. Select "Advanced" Tab

4. Choose "Security" and enable SSL Version 3.0

5. Click "OK"

(* Please refer to "HELP" contents of your browser for other versions.)

8. FAQ for Two-factor Authentication

9. Trouble Shooting on Windows XP Service Pack 2

Q9.1 What should I do if the Cyberbanking login screen does not pop-up and see a message "Pop-up blocked. To see this pop -up or additional options click here..." in the information bar just below the address bar?

It means that the "Pop-up Blocker" function of your IE Browser has been activated and the "Filter Level" is set to "High: Block all pop-ups "Ctrl to override"".

As Cyberbanking needs the pop-up function for displaying the login menu, would you please consider to select anyone of the following suggestions to adjust the browser setting for accessing Cyberbanking service.

A. Reset the "Filter Level" into "Medium"
B. Accept Cyberbanking be one of websites with pop-up functions
C. Accept Cyberbanking be the exceptional website in the Pop-up Blocker

Suggestion A: Set the "Filter Level" of "Pop-up Blocker" to "Medium: Block most automatic pop-ups"

1. Open IE browser
2. At the "Tools" menu, point to "Pop-up Blocker", and then click "Pop-up Blocker
    Setting"
3. Select the "Medium: Block most automatic pop-ups" setting in the box near the
    bottom of the dialog box.

Suggestion B: Accept Cyberbanking be one of websites with pop-up functions

Step 1. Click the "pop-up blocker bar," when it displays, click on the bar and select the "Always allow the popup from This Site..." in the pop-up menu.

Step 2: Click "Yes" in the confirmation window to complete the setting.

Q9.2 What should I do if I see the following "security warning" dialog box during accessing Cyberbanking?

A software will be downloaded to your IE browser from Cyberbanking for digital certificate registration.

1. Choose either "Always install software from "The Bank of East Asia, Limited"" or "Ask me every time"

2. Click "Install" button

Q9.3 Why I cannot access your Stock trading service but my browser display the following alert?

To access the Stock Trading services through Cyberbanking, you shall include the URL of East Asia Securities Company Limited under "https://www.easecurities.com.hk" into your "Trusted sites" list. Please click the "Security" at the "Internet Options" and add "https://www.easecurities.com.hk" into the "Trust site" list.