The Bank of East Asia

Personal Banking

FAQs

General questions

   
Q1 What is the BEA App?
   
  Our innovative BEA App combines a comprehensive range of banking and financial services, allowing you to manage your finances from the palm of your hand.
   
   
Q2 What Apple and Android phones/devices can support the BEA App & the “BEA Securities Services” Mobile App?
   
  The BEA App is compatible with the following mobile devices:
  • iPhone, iPod touch, and iPad with iOS 9.0 to 12.x
  • Android phones with version 4.4 to 9.x, except those with a x86 processor
   
  The “BEA Securities Services” Mobile App is compatible with the following mobile devices:
  • iPhone, iPod touch, and iPad with iOS 8 to 11
  • Android phones with version 4.4 to 7.0
   
Q3 Is the BEA App safe to use?
   
  Yes, the BEA App is safe and secure.
   
  Transactions made through the BEA App are secure due to the use of SSL technology. Moreover, no personal information is downloaded to/stored in your mobile device.
   
   
Q4 Is there any service fee for the BEA App?
   
  The application is free of charge.
   
  However, your mobile network operator may charge you a mobile data usage fee for accessing the services provided by the application. For details, please refer to your mobile network operator.
   
   
Q5 Who can I call if I have any problems with or enquiries regarding the BEA App?
   
  You can call one of the hotlines below (during office hours):
  • Cyberbanking Hotline (852) 2211 1321
  • Customer Service Hotline (852) 2211 1333
   
Q6 Where can I go for information about BEA's policies regarding privacy and personal data?
   
  You can go to “Important Information” to read our Privacy Policy Statement and Personal Information Collection (Customer) Statement.
   
   

"i-Planner"

 
Q1 What is i-Planner?
   
  i-Planner is an intelligent integrated platform where you can manage your financial and lifestyle needs. Its first tool is a travel planner, which helps you plan and manage your trips abroad with unparalleled ease and efficiency.
   
   
Q2 Who can use i-Planner?
   
  The i-Planner is available for all BEA App users (including BEA and non-BEA customers).
   
   
Q3 How can I start using i-Planner?
   
  To plan a trip, please follow these steps:
   
  1. Tap “Lifestyle” > "i-Planner" under “Lifestyle” in the side menu.
  2. Tap the “+” button to create a new trip.
  3. Select your destination from a list or search for one in the “Go to” field.
  4. Choose your departure date and return date by tapping the calendar.
  5. A new trip will be created and you can start planning your trip.
   
   
Q4 What are the key features in i-Planner?
   
  You can:
   
  1. Manage your travel checklists before, during, and after your trip.
  2. Buy travel insurance, exchange currency, pay bills, activate overseas ATM cash withdrawal, and increase your credit limit.
  3. Set your travel budget and check your expenses.
  4. Split travel expenses with your friends using “i-P2P”.
  5. Link with Facebook to keep your trips updated across all your devices.
  6. Save favourite locations in your itinerary.
  7. Share recommendations with friends.
   
   
Q5 If I don’t link my trips with my Facebook account, can I still view the info I enter?
   
  Yes. If you do not log in to i-Planner with your Facebook account, any data you enter will be stored in the device you are using at the time.
   
   

"i-P2P" / "QR code payment"

 
Q1 What can I use "i-P2P" for?
   
  With "i-P2P", if you’re BEA customer, you can:

 
  • Make payments
  • Collect payments
  • Request payments
  • View payment records
  You can also use “i-P2P” to make or collect payments to/from friends through Joint Electronic Teller Services Limited – JETCO Pay Services (JETCO Pay)*.

* For a list of participating banks which offer JETCO Pay to their customers, please refer to JETCO’s most recent announcements.

  If you’re a non-BEA customer:

  You can collect payments through “i-P2P” into any account with a local bank in Hong Kong (with no handling fee).
   
   
Q2 How can I start using "i-P2P"?
   
  To use the service, please make sure you have already activated Mobile Banking. Next, activate "i-P2P" through Cyberbanking internet service, and then set your friend list using the BEA App.
   
   
Q3 Can I update my "i-P2P" settings?
   
  Yes. To update your settings, log in to Cyberbanking and select "Settings", "Mobile Banking", and "i-P2P".
   
   
Q4 How can I pay?
   
  To make payments through the BEA App, please follow these steps:
   
  1. Press "i-P2P " in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. Press "Pay".
  4. Enter the payment details and select recipient’s bank:
   
i-P2P The payment amount will be deposited into the recipient’s BEA account directly. No sender code is required.
JETCO Pay The payment amount will be deposited into the recipient’s designated bank’s account directly. No sender code is required.
FPS Addressing Service The payment amount will be deposited into the recipient’s designated bank’s account directly. No sender code is required.
Please click here to view the demonstration of “How to use Faster Payment System (FPS)”.
Guest: Collect i-P2P Set a 4-digit sender code and inform the recipient of the code. BEA will then send an SMS code to the recipient's mobile phone. The recipient can now collect the payment through the “Guest: Collect i-P2P” function.
   
   
Q5 Is there any transaction limit for payments?
   
  Yes. Please see the details below:

Sender
  • Daily payment limit of HKD10,000 per Mobile Banking account
  • Maximum payment amount of HKD10,000 per instruction
Recipient
  • Maximum daily collection amount of HKD50,000 per recipient
   
Q6 How many payment instructions can I make in one day?
   
  There is no limit for number of payment instructions. A maximum of 10 recipients can be selected for each payment instruction.
   
   
Q7 How can I send "i-Wishes" to my friends and relatives?
   
  To send "i-Wishes" through the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no. /username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. Press "i-Wishes".
  4. Select a category, cover image, and greetings message for your "i-Wishes". Now enter the payment details and set a 4-digit sender code.
  5. Inform the recipient of the code. BEA will send an SMS code to the recipient’s mobile phone (if the recipient has registered for i-P2P or JETCO Pay, the funds will be instantly credited to his/her designated account, with no need for you to inform him/her of the sender code).
   
   
Q8 What occasions, cover images, and greetings messages are available with i-Wishes?
   
  There are five categories for you to choose from: "Birthday", "Wedding", "Baby", "Graduation", and "Others" as well as time-limited greetings cards for certain festivals/events. With two cover images and four greetings messages in each category, you can mix and match to create the perfect "i-Wishes" to send to your friends and relatives.
   
   
   
Q9 How can I collect payments/"i-Wishes"?
   
 

If you have activated i-P2P, JETCO Pay, or the FPS Addressing Service, the payment amount will be deposited to your designated account directly.

If you have not activated i-P2P, JETCO Pay, or the FPS Addressing Service, please follow these steps to collect payments/“i-Wishes”:

1. Press "Guest: Collect i-P2P" in the side menu.
2. Enter the SMS code sent by BEA, the sender code given to you by the sender, and your deposit account details.

   
   
Q10 When will the payment amount be deposited into my account?
   
  If you are a BEA customer, the payment amount will be deposited into your BEA account immediately or to your BEA credit card account 1-2 working days after the transaction date.

If you are a non-BEA customer, the exact time the money is credited to your designated bank account will depend on your designated bank’s schedule.
   
   
   
Q11 What will happen if I enter the wrong sender code several times?
   
  If you fail to enter the correct sender code in 5 consecutive attempts, the payment instruction will become invalid. BEA will send an SMS to the sender notifying them that the payment instruction has been cancelled.
   
   
Q12 Is there any end date for collecting payments?
   
  You can collect a payment within 11 days of the sender making the payment instruction. If you have not collected the payment within 11 days, BEA will send an email to the sender notifying them that the payment instruction has been cancelled.
   
   
Q13 Can I view the collection records of my payments?
   
  If you are a BEA customer and have activated "i-P2P", please follow these steps to view the records in the BEA App:

1. Press "i-P2P " in the “Toolbar” or side menu.
2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
3. Press "Deposit".
4. You can view the collection details and status for the 30 most recent instructions.
   
   
Q14 How can I request payments?
   
  To request payments through the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. Press "Request > Select friends".
  4. Enter the request details and total amount, and select payers (payers must have activated Mobile Banking and “i-P2P”).
  5. BEA will then send an SMS to notify the payer(s) to pay.
   
   
Q15 If my friend requests a payment from me, how can I pay?
   
  To pay a request through the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. Press “Pay” besides the request record.
  4. Enter the payment details and the funds will be instantly credited to his/her designated account.
   
   
Q16 Is there any transaction limit for payment requests?
   
  Yes. Please see the details below:

Recipient
  • Daily request limit of HKD50,000 per Mobile Banking account
  • Maximum request amount of HKD10,000 from each payer
   
   
Q17 How many request instructions can I make each day?
   
  You can make a maximum of 100 request instructions in any one day. A maximum of 10 payers can be selected for each request instruction.
   
   
Q18 How can I view my payment and request instruction records?
   
  To view records in the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. You can view the payment details and status of your 30 most recent instructions on the “i-P2P” main page.
   
   
Q19 How can I remind a payer/recipient to make/collect payments?
   
  To remind a payer/recipient to make/collect payments through the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. You can view the payment details on the “i-P2P” main page. Press "Remind" on the relevant record and BEA will send an SMS reminder to the payer’s/recipient's mobile phone.
   
   
Q20 How can I update a friend's details?
   
  To update a friend’s information in the BEA App, please follow these steps:

  1. Press "i-P2P" in the “Toolbar” or side menu.
  2. Enter your Cyberbanking account no./username and PIN (personal identification no.) or use Biometric Authentication to log in.
  3. Press the “Friends” icon in the top right corner.
  4. To add new friends, press the add "+" button beside "Add new friends from phone book".
  5. To edit or delete your friend’s details, select "Edit".
  6. Check the friend list and press "Confirm".
   
   
Q21 What is QR code payment?
   
  QR code payment is a contactless payment method through the Faster Payment System (FPS). A payment can be conducted by presenting or scanning a QR code which is supported by FPS.

This service allows you to scan the QR code provided by a recipient (individual or merchant) to make a payment or present your own QR code to someone paying you an amount.
   
   
Q22 How can I make payment through this service?
   
  To make payment through this service, please go to “i-P2P > Scan” and scan a recipient’s QR code which is supported FPS.
   
   
Q23 How can I generate a QR code to collect payment?
   
  To collect payment by presenting a QR code, please first register for an FPS ID through “Cyberbanking/Mobile Banking > Faster Payment System (“FPS”) Addressing Service”. Then, go to “i-P2P > Request > QR code” to generate a QR code and present it to someone paying you an amount.
 
 

Small-value transfer (FPS)

 
Q1 What is the Small-value Transfer (FPS) service?
   
  This service allows you to make small-value payments by entering the recipient’s proxy ID (i.e. mobile no., email address, or FPS ID). There is a maximum daily limit of HK$10,000, which covers both i-P2P and the small-value transfer (FPS) service.
   
   
Q2 Do I need to register for the Small-value Transfer (FPS) service?
   
  If you've already activated i-P2P, the default account and daily limit currently you’ve set will also apply to the Small-value Transfer (FPS) service, and no further activation is required.

If you have not yet activated i-P2P, you can activate the Small-value Transfer (FPS)/i-P2P service during your first Small-value Transfer (FPS) payment. The withdrawal account for your first payment will be set as your default account for future small-value (FPS) transfers and i-P2P payments. The default total daily transfer limit is HK$10,000.
   
   
Q3 What is the limit for small-value (FPS) transfers?
   
  The maximum daily limit is HKD10,000 per Mobile Banking account (including i-P2P and Small-value Transfer (FPS) payments).
   
   
Q4 How can I make a small-value (FPS) transfer?
   
  To make a small-value (FPS) transfer through the BEA App, please follow these steps:

  1. Press "Small-value Transfer (FPS)" in the side menu.
  2. Enter transaction details.
  3. Press “Next”.
  4. Verify your transaction details and press “Confirm”.
  5. If you have not yet activated “i-P2P”, you are required to enter the one-time password (“OTP”) sent to your registered mobile no. to activate the Small-value Transfer (FPS)/i-P2P service.
  6. When the transaction is completed, you will see “Transaction completed” as well as a reference number and transaction details.

You can also click here to view a demonstration of "How to use "Small-value Transfers (FPS)" through Mobile Banking (BEA App)".
   
   
Q5 Can I make small-value payments in foreign currency?
   
  Currently, the Small-value Transfer (FPS) service supports HKD payments only.
   
   
Q6 When will the payee receive my payment?
   
  The payee will receive your payment instantly.
(Note: The exact time the money is credited to the payee’s account will depend on the procedures of their bank.)
   
   
Q7 Will I receive a notification after completing a Small-value Transfer (FPS) payment?
   
  Yes. You will receive notifications by email (if you have registered an email address in Cyberbanking) and SMS.
   
   
Q8 How can I register an email address for receiving service notifications?
   
 
  1. Please log in to Cyberbanking – Internet, choose "Settings", and then select "Personal Information".
  2. Press "Edit" under "Email Type".
  3. Select the email type "Cyberbanking" and then enter your email address.
   
   
Q9 What is the “Scan” option for the Small-value Transfer (FPS) service?
   
  You can make payments by scanning FPS QR codes provided by recipients (individuals or merchants). To do so, you will first need to grant permission in your mobile device’s camera or photo gallery settings.

Please click here to view a demonstration of “How to use “Small-value Transfers (FPS)” through Mobile Banking (BEA App)”.
   
   
Q10 What is a “Request” in the Small-value Transfer (FPS) service?
   
  You can collect payments from payers by presenting your own FPS QR code.

To use this service, you must first register an FPS ID in order to be able to generate QR codes.

If you have not yet registered, go to the FPS Addressing Service in Mobile Banking, where you'll be guided through the process of registering an FPS ID:

  1. Press "Register FPS ID now" at the bottom of the page to open the FPS Addressing Service page.
  2. Scroll down to the bottom and press "Register now" in the Faster Payment System ID ("FPS ID") box.
  3. Select a deposit account. Then verify and confirm the registration details.
  4. Return to "Small-value Transfer (FPS)" and then press "Request". Your QR code will be displayed.

For FPS ID registration, please click here to view a demonstration of "How to select BEA account as "Default Deposit Bank"".
   
   
Q11 Is there any limit for “requests” through the “Small-value Transfer (FPS)” service?
   
  Yes, each recipient can collect a maximum daily amount of HK$50,000.
   
   
Q12 What is “Addressing” in the Small-value Transfer (FPS)?
   
  For details, please click here to view FAQs about “Addressing”.

You can also click here to view a demonstration of “How to select BEA account as “Default Deposit Bank””.
 
 

BEA App Biometric Authentication Service

   
Q1 What is the BEA App Biometric Authentication Service (“the Service”)?
   
  The Service allows customers to access and operate their accounts through the BEA App using biometric credentials registered on their mobile device (such as fingerprint and facial recognition).
   
   
Q2 What devices can support the Service?
   
  Devices supporting Touch ID or Face ID with iOS 9 or above can support the Service.
   
  For other devices, please continue to log in with your Cyberbanking account no./Credit Card account no./username and PIN (personal identification no.).
   
Q3 Will my biometric credentials be collected by BEA?
   
  No. The BEA App will access the biometric credentials registered in your device, but will not store them.
   
   
Q4 Is the Service secure?
   
  The Service is protected by your biometric credentials and the passcode you set for your mobile device.
   
  During the set-up process, the biometric credentials stored on your mobile device will be verified and you will be required to enter your Cyberbanking or Mobile Banking login credentials.
   
  When the Service is successfully enabled, an SMS notification will be sent to your mobile number as registered with the bank.
   
   
Q5 If my biometric credentials are not recognised, can I still log in using my Cyberbanking account no./Credit Card account no./username and PIN?
   
  Yes. You can always switch to using your Cyberbanking account no./Credit Card account no./username and PIN to log in.
   
   
Q6 Will I be able to access my Mobile Banking and other BEA App services using any of the biometric credentials stored in my phone?
   
  When you enable the Service, any biometric credential stored on your mobile device can be used to log in to services of the BEA App. For security reasons, please do not let any other person register their biometric credentials on your device and please do not share your device with others.
   
   
Q7 Is there anything I need to note before enabling the Service with Face ID?
   
  Please note that the probability of a false match when using Face ID may be different under certain circumstances, such as if you have identical or similar-looking siblings, or if you are an adolescence with still-developing facial features, or if you disable Face ID’s “attention awareness” features.
   
  Please read the terms and conditions carefully before enabling the Service.
   
   
Q8 What do I need in order to use the Service?
   
  You will need:
  • an active BEA Mobile Banking account;
  • a device that supports the Service; and
  • the latest version of the BEA App installed on your device.
   
   
Q9 How can I enable the Service?
   
  Go to "Settings" of BEA App through side menu, switch on "Enable Biometric Authentication", or tap "Biometric Authentication Login" in the login page of the BEA App. Then follow the instructions to complete the set-up process.
   
  The above also applies to customers using Face ID.
   
   
Q10 How can I disable the Service?
   
  You can disable it any time in the BEA App by going to your "Settings" of BEA App through side menu, switch off "Enable Biometric Authentication".
   
  The above also applies to customers using Face ID.
   
   
Q11 Why has the Service been disabled?
   
  To protect your security, the Service may be disabled for any of the following reasons:
  • There is any change (e.g. addition/deletion) of biometric credentials in your mobile device;
  • Your mobile device’s passcode is turned off;
  • Another device has been registered for the Service;
  • There has been a change to your Cyberbanking account no./Credit Card account no./username and PIN;
  • Your Mobile Banking has been terminated.
   
   
Q12 If I lost my phone, or suspect that my account may have been accessed by an unauthorised third party, what should I do?
   
   
  The above also applies to customers using Face ID.
   
  Please log in to Cyberbanking, go to "Settings" > "Mobile Banking", and terminate Mobile Banking immediately. You can then visit any BEA branch to reset your Cyberbanking PIN. For any enquiries, please call our Customer Service Hotline on (852) 2211 1321.
   
   
Q13 Can I use the Service in multiple devices or for multiple Mobile Banking accounts through the same mobile device?
   
  For security reasons, each Mobile Banking account can only enable the Service through a single mobile device, and each device can only enable the Service for a single Mobile Banking account.
   
   

"i-Spend"

   
Q1 What is "i-Spend" after I tapped “Credit Card” on “My Banking”?
   
  It enables credit card holders to view their credit status, statement information, and recent transaction history related to their BEA credit card. The “Pay” function in “i-Spend” also allows credit card holders to pay their credit card balance with accounts registered under the same Cyberbanking account.
   
   
Q2 What information is available in "i-Spend"?
   
  In "i-Spend", you can see the following information about your BEA credit card.

Credit Card Details
  • Card Face
  • Card Type
  • Card Number (only first 4 and last 4 digits are shown)

Credit Position
  • Available Credit Limit
  • Current Balance

Statement Information
  • e-Statement
  • Statement Balance
  • Minimum Payment Due
  • Payment Due Date

Bonus Points
  • Accumulated Bonus Points
  • Expiry Date

Recent Transactions
  • Transaction Date
  • Description of Transaction
  • Amount
   
Q3 Is there any difference between the information displayed in Cyberbanking and "i-Spend"?
   
  The information is no different from that under "Cards" in the Cyberbanking. "i-Spend" is simply a quick and easy way to view your essential credit card information at a glance.
   
   
Q4 Why can't I find my BEA credit card in "i-Spend"?
   
  "i-Spend" only displays BEA credit cards that you have registered with your Cyberbanking account, i.e. the same cards as those in the Cyberbanking "Credit Cards Account Summary".
   
  To register a BEA credit card with your Cyberbanking account, please visit any BEA branch.
   
   
Q5 What does the bar under "Available Credit Limit" mean?
   
  The length of the bar roughly indicates your available credit limit in proportion to your approved credit limit. If your available credit limit equals or exceeds the approved credit limit, the bar will be full.
   
   
Q6 Why does the "Payment Due Date" section say "Immediate"?
   
  "Payment Due Date" is the due date to settle your statement balance.

"Immediate" is displayed if your credit card payment is overdue. Please settle the amount due immediately to avoid any further interest charges.
   
   
Q7 Why can't I find any Bonus Points for my credit cards?
   
  Because i-Titanium Card and JCB PLATINUM Card offer a cash rebate only, there will be no Bonus Points for these cards in "i-Spend".

With the UnionPay Dual Currency PLATINUM Credit Card, as the Bonus Points for the CNY section are recorded in the HKD section, please refer to "Accumulated Bonus Points" in the HKD section for details.
   
   
Q8 How many records can I view in the "Recent Transactions" of "i-Spend"?
   
  You can view all transactions made within the last month for your related account, starting from the date that you activate Cyberbanking internet service.
   
   
Q9 Why can’t I view my e-statements?
   
  Please make sure that your e-Statement service has already been registered.

You can click here to view a demonstration of e-Statement service.
   
   
Q10 Where can I read more information about e-statement?
   
  Please click here for more details.
   
   

Mobile Banking

   
Q1 What is Mobile Banking?
   
  Mobile Banking is a channel to access Cyberbanking service through BEA App or a web browser of your mobile device.
   
   
Q2 What services are available through Mobile Banking?
   
  You can:
  • Check account balances and details of all transactions made within the last month through any channel
  • Transfer funds to BEA accounts
  • Transfer HKD funds to other local bank accounts
  • Pay bills*
  • Make donations* ^
  • Apply for travel insurance
  • Trade gold and check gold prices
  • Check MPF/ORSO account balance, contribution history, withdrawal history, and fund prices, and make changes to your investments
  • Activate the overseas ATM cash withdrawal function
  • Conduct cardless ATM withdrawal*
  • Trade stocks
  • Conduct FX/Precious Metal Margin Trading
  • Conduct risk assessment
  * You should create a template through Cyberbanking – Internet before using this service.
^ This function is available only in the Android version of the BEA App.
   
   
Q3 Is there any service fee for Mobile Banking?
   
  Mobile Banking is free of charge.
   
  However, mobile data charges may apply for accessing the services. For details, please refer to your mobile network operator.
   
   
Q4 Is Mobile Banking available outside Hong Kong?
   
  Yes. The service can be accessed in any area and country where your device is connected to the Internet, and SMS notification can be received in areas and countries where your mobile network operator has GPRS roaming and/or overseas SMS coverage.
   
  However, mobile data charges may apply for accessing the services. For details, please refer to your mobile network operator.
   
   
Q5 How can I change the daily limit for transactions made through Mobile Banking?
   
  You can reduce your daily transaction limits by logging in to Cyberbanking – Internet, selecting “Settings” and then “Transaction Limits”. To increase the daily transaction limits, you will have to visit any BEA branch.
   
   
Q6 How can I use Mobile Banking?
   
  If you have activated Cyberbanking - Internet, you can:
   
  1. Download the BEA App from App Store or Google Play;
  2. Tap “Mobile Banking” in the BEA App side menu;
  3. Enter your Cyberbanking account no. or username and PIN in the login page;
  4. Read and agree to be bound by the Terms and Conditions for Cyberbanking and Mobile Services;
  5. Enter/verify your mobile phone no.1, and email address;
  6. Confirm the details you have entered;
  7. If you wish to enable the BEA App Biometric Authentication Service2, click "Biometric Authentication Login" on the BEA App login page and follow the instructions.
   
  If you have not yet applied for or activated Cyberbanking - Internet, you can:
   
  1. Apply Cyberbanking service at any BEA branch and collect your Cyberbanking account number and Initial PIN (in PIN mailer);
  2. Download the BEA App from App Store or Google Play;
  3. Tap “Mobile Banking” in the BEA App side menu;
  4. Enter your Cyberbanking account number and Initial PIN in the login page;
  5. Read and agree to be bound by the Terms and Conditions for Cyberbanking and Mobile Services;
  6. Enter your mobile phone no.1, and email address;
  7. Set your new PIN;
  8. Confirm the details you have entered;
  9. If you wish to enable the BEA App Biometric Authentication Service2, click "Biometric Authentication Login" on the BEA App login page and follow the instructions.
   
  If you are a Credit Card account holder, you can:
   
  1. Download the BEA App from App Store or Google Play;
  2. Tap “Mobile Banking” in the BEA App side menu;
  3. Enter your credit card account no. and Phone PIN of credit card in the login page;
  4. Read and agree to be bound by the Terms and Conditions for Cyberbanking and Mobile Services;
  5. Enter your Mobile phone no.1, and email address;
  6. Set your new PIN;
  7. Confirm the details you have entered;
  8. If you wish to enable the BEA App Biometric Authentication Service2, click "Biometric Authentication Login" on the BEA App login page and follow the instructions.
   
  1 You will be able to use this mobile phone no. (also known as your “Mobile Banking User ID”) for Stock Trading and FX/Precious Metal Margin Trading, and to activate i-P2P. SMS notifications relating to Stock Trading, FX/Precious Metal Margin Trading, and i-P2P will be sent to this mobile phone number.
  2 Works on the iPhone 5s or later models of iOS devices that operate on iOS 9 or above and are biometric credentials-registered.
   
   
Q7 How can I suspend/resume the mobile banking service?
   
 

To suspend/resume the service, follow these steps:

1. Log in to Cyberbanking – Internet and select “Settings”, “Mobile Banking”, and then “Maintenance”.
2. Click “Suspend” or “Resume” in the maintenance table.

   
   
Q8 How do I log in to Mobile Banking?
   
 

To log in to the service through BEA App:

1. Tap “Mobile Banking” in the BEA App side menu;
2. Verify your biometric credentials using the BEA App Biometric Authentication Service1; or
3. Enter your Cyberbanking account no./credit card account no./ username and PIN. Your Cyberbanking password must be 8 to 12 characters long, and include a mix of numbers (0-9) and letters (A-Z).

1 Works on devices supporting Touch ID or Face ID with iOS 9 or above which are biometric credentials-registered.

   
   
Q9 How can I change my login PIN?
   
 

Log in to Cyberbanking – Internet, select “Settings”>“Change PIN”, and follow the instructions to change your PIN.

   
   
Q10 How can I set a new PIN if I have forgotten my Cyberbanking PIN or have not yet applied for one?
   
  If you remember your Mobile Banking user ID and Mobile Banking 5-digit password, you can follow the steps below to reset your Cyberbanking PIN.
  • Press “Set New PIN”
  • Enter your Mobile Banking user ID and Mobile Banking 5-digit password
  • Set your new PIN
  • Enter your mobile phone number to confirm your identity with a one-time password (if you have not registered for the OTP service in Cyberbanking)
  • Enter your OTP password

Attention: This “Set New PIN” function can be used once only.

If you are logging in with your Credit Card account no. and have forgotten your Cyberbanking PIN, please call the Credit Card Customer Services Hotline on 3608 6628 to reset your PIN.

If you do not have a Mobile Banking user ID or Mobile Banking 5-digit password, and have already used the “Set New PIN” function or failed to reset your PIN through this function, please visit any BEA branch to set a new PIN.

   
   
Q11 I have entered my mobile no. incorrectly 5 times when requesting a one-time password during the “Set New PIN” process. How can I proceed to set a new PIN?
   
  If you are logging in with your Credit Card account no., please call the Credit Card Customer Services Hotline on 3608 6628 to reset your PIN.
   
  If you are logging in with Cyberbanking, please visit any BEA branch to set a new PIN.
   
   
Q12 Will the service be terminated if I enter the wrong Cyberbanking PIN several times?
   
  If you fail to enter the correct password in 5 attempts, your Cyberbanking and Mobile Banking services will be suspended. In this case, please visit any BEA branch to resume the service.
   
   
Q13 How can I make a balance or transaction enquiry?
   
 

To make a balance enquiry, follow these steps:

1. Log in to Mobile Banking, and you will see the currency and current balance of your accounts in “My Banking”.
2. Tap each account to check the transactions and available balance.

At “Transactions”, you will see details of all transactions made within the last month through any channel. To view other details e.g. payer name and remarks, please log in to Cyberbanking – Internet to see the details and your transaction history up to the last 12 months.

   
   
Q14 Can I make a balance enquiry about my foreign currency account or time deposit account?
   
  Yes, you can enquire about the balance of your registered foreign currency account through Mobile Banking. For time deposit account enquiries, please log in to Cyberbanking – Internet.
   
   
Q15 If I have recently registered an account under my Cyberbanking account, such as my savings account, can I access this account through a mobile device immediately?
   
  All bank accounts, credit card accounts, and gold accounts registered under your Cyberbanking account can be accessed immediately.
   
   
Q16 How can I transfer funds between BEA accounts in Hong Kong and to other local bank accounts through a mobile device?
   
 

To transfer funds, follow these steps:

1. Log in and tap “Transfers” in the side menu or “Quick Links” in “My Banking”.
2. Tap the “BEA in HK” tab to transfer funds between BEA accounts in Hong Kong or the “Other Bank” tab to transfer funds to other local bank accounts.
3. Select a template or enter your transaction details and then tap “Next”. To transfer to a non-registered account, please create a template in Cyberbanking – Internet. Please refer to Q16 for details.
4. Verify your transaction details and tap “Confirm”.
5. If the transaction is completed, you will see “Transaction completed”, a reference number “WBKXXXXXX”, and transaction details on your mobile device screen.

Once the transaction is completed, it cannot be cancelled or amended.

   
   
Q17 How can I create templates for transferring funds to a non-registered account?
   
 

To create templates for transferring funds to a non-registered account, follow these steps:

1. Log in to Cyberbanking – Internet and select “Accounts”, “Transfers”, and then “Templates”.
2. Select “Fund Transfers between BEA Accounts in HK” to transfer funds to a non-registered BEA account or “Fund Transfer to Other Banks (Hong Kong)” to transfer funds to a non-registered local bank account.
3. Tap “Create a new template”, enter template details, and click “Proceed”.
4. Enter your one-time password and click “Confirm”.
5. Verify your template details and click “Confirm”.

   
   
Q18 How can I exchange foreign currencies through a mobile device?
   
 

To exchange foreign currencies through a mobile device, follow these steps:

1. Log in, and tap “Currency Exchange” in the side menu or “Quick Links” in “My Banking”.
2. Enter your transaction details including the withdrawal account, withdrawal currency, transaction currency, transaction amount, deposit account, and deposit currency. Then tap “Next”.
3. Verify your transaction details and the exchange rates, then tap “Confirm”.
4. If the transaction is completed, you will see “Transaction completed”, a reference number “WBKXXXXXX”, and transaction details on your mobile device screen.

Once the transaction is completed, it cannot be cancelled or amended.

   
   
Q19 How can I create bill payment and donation templates?
   
 

To create bill payment and donation templates, follow these steps:

1. Log in to Cyberbanking – Internet and select “Settings”, “Mobile Banking”, and then “Templates”.
2. Select “Bills” or “Donations”.
3. Enter template details, verify the details, and click “Confirm”. The newly-added template will have a “suspended” default status.
4. Click “Resume” on the corresponding template to resume the template.

   
   
Q20 How can I edit/suspend/resume a bill payment and donation template?
   
  After logging in to Cyberbanking – Internet, select “Settings”, “Mobile Banking”, and then “Templates” to edit/suspend/resume bill payment and donation templates.
   
   
Q21 How can I make bill payments through a mobile device?
   
 

To make bill payments, follow these steps:

1. Log in, and tap “Bills” in the side menu or “Quick Links” in “My Banking”.
2. Select a template name and enter your transaction amount.
3. Verify your transaction details and tap “Confirm”.
4. If the transaction is completed, you will see “Transaction completed”, a reference number “WBKXXXXXX”, and the transaction date/time on your mobile device screen.

Once a transaction is completed, it cannot be cancelled or amended.

   
   
Q22 How can I make donations through a mobile device?
   
 

To make donations, follow these steps:

1. Log in, and tap “Donations” in the side menu.
2. Select a template name and enter your transaction amount.
3. Verify your transaction details and tap “Confirm”.
4. If the transaction is completed, you will see “Transaction completed”, a reference number “WBKXXXXXX”, and the transaction date/time on your mobile device screen. BEA will also send notification of any donations you make to your Cyberbanking account via webmail.

Once a transaction is completed, it cannot be cancelled or amended.

   
   
Q23 How can I print a donation receipt for tax purposes?
   
  Donations of HK$100 or above are tax deductible with an official receipt. Once the donation is completed, a notification will be sent to your Cyberbanking account through webmail. You may obtain a printout of your donation details by clicking the print icon on the page. Please contact the relevant charitable organisation for an official receipt of your donation.
   
   
Q24 What does the "Stock Trading" function allow me to do?
   
  You can download/open the BEA Securities Service Mobile App to place buy/sell orders; amend or cancel orders; check your order/portfolio status, stock quotes, charts, and information on indices such as HSI & HSCEI by tapping “Stock Trading” in the side menu.
   
   
Q25 What does the "Travel Insurance" function allow me to do?
   
  You can request a premium quote and instantly apply for a Travel Protection Insurance plan by tapping “Travel Insurance” in the side menu.
   
   
Q26 What does the "Gold" function allow me to do?
   
  You can place buy/sell orders and check gold prices by tapping “Gold” in the side menu.
   
   
Q27 What does the "MPF/ORSO" function allow me to do?
   
  You can check your MPF/ORSO account balance, contribution history, withdrawal history, current investments, and fund prices and make changes to your investments by tapping “MPF/ORSO” in the side menu.
   
   
Q28 When do I need to use the Overseas ATM Cash Withdrawal Settings?
   
  If you need to withdraw cash from an overseas ATM, you must activate the overseas ATM cash withdrawal function in advance by setting the activation period and daily withdrawal limit.
   
   
Q29 What can I do on the Overseas ATM Cash Withdrawal Settings page?
   
  You can activate or deactivate overseas ATM cash withdrawals as well as edit the activation settings.
   
   
Q30 How do I know if the overseas ATM cash withdrawal function has been activated or whether its settings have been changed successfully?
   
  The Bank will issue an SMS to your registered mobile phone number once the overseas ATM cash withdrawal function has been activated or its settings have been changed successfully. However, if you deactivate the overseas ATM cash withdrawal function, no notification SMS will be sent.
   
   
Q31 What does the "Cardless ATM Withdrawal" function allow me to do?
   
  You can set up withdrawal instructions through Cyberbanking – Internet or save the instructions as templates for logging in to Mobile Banking and send payment instructions to your friends and relatives. Then, they will be able to withdraw money from your bank account without using the ATM Card.
   
   
Q32 Will I be logged out of Mobile Banking automatically if I do not enter any command after I log in?
   
  The system will automatically log out if you do not enter any command within 10 minutes.
   
   
Q33 What does the "Risk Assessment" function do?
   
  Tap “Risk Assessment” in the side menu after you log in to Mobile Banking in order to complete our risk assessment questionnaire, change your risk assessment records, or check your risk tolerance level.
   
   

Faster Payment System (“FPS”) Addressing Service

 
Q1 What is the Faster Payment System (“FPS”) Addressing Service?
   
  This service allows you to receive money from a contact by privately sharing with them your mobile no., email address, and/or FPS ID, while your bank account information remains secure and confidential.

To use this service, you must first register the following proxy IDs and link them to a designated account:
 
  • Mobile no.
  • Email address
  • FPS ID (This is a unique identifier generated by Hong Kong Interbank Clearing Limited which enables you to receive money.)
   
   
Q2 How can I activate the FPS Addressing Service?
   
  To activate the service, please follow these steps:
   
 
1. Log in to Mobile Banking and press “Small-value Transfers (FPS)” in the side menu, then press “Addressing”.
2. Press “Register now” on the relevant proxy ID and enter the details. Then, select the deposit account and press “Proceed”.
3. If you register your mobile no. or email address for the service, you are required to enter the one-time password (“OTP”) sent to your registered mobile no. or email address. If you register for an FPS ID only, no OTP will be required.
4. Verify a summary of your FPS Addressing Service status with all banks/stored-value facilities.
5. Verify the activation details and press “Confirm”.
   
   
Q3 How can I edit or terminate my proxy ID(s)?
   
  To edit the details of your proxy ID(s), please follow these steps:
   
  1. Log in to Mobile Banking and press “Small-value Transfers (FPS)” in the side menu, then press “Addressing”.
  2. Press “Edit” on the relevant proxy ID.
  3. Change the deposit account or set BEA as your default bank for your registered mobile no. and/or email address.
   
  To terminate your proxy ID(s), please follow these steps:
   
  1. Log in to Mobile Banking and press “Small-value Transfers (FPS)” in the side menu, then press “Addressing”.
  2. Press “Terminate” on the relevant proxy ID.
   
   
Q4 Can I reactivate my FPS ID after I have terminated it?
   
  You can reactivate your FPS ID within 2 months of terminating it. Please follow these steps:
   
  1. Log in to Mobile Banking and press “Small-value Transfers (FPS)” in the side menu, then press “Addressing”.
  2. Press “Reactivate” on your terminated FPS ID record.
  3. Select the deposit account.
   
   
Q5 Can I view my mobile no. and/or email address records registered with other banks/store-valued facilities (“SVFs”)?
   
  Please follow these steps to view and manage your mobile no. and/or email address records registered in other banks/SVFs.
   
  1. Log in to Mobile Banking and press “Small-value Transfers (FPS)” in the side menu, then press “Addressing”.
  2. Press “Summary for All banks/SVFs” at the bottom.
  3. Select the relevant proxy IDs and then enter the one-time password (“OTP”) sent to your registered mobile no. and/or email address.
  4. A summary will be displayed, and you can save the records in your mobile device.
  5. You can terminate any records which you find to be invalid.
   
  Remarks:
   
  1. Please note that you can only view other banks’/SVFs’ records for the proxy ID you have registered with BEA (e.g. if you have registered your mobile no. with BEA, you will only be able to view the records of other banks/SVFs relating to that mobile no.)
  2. For an FPS ID record with another bank/SVF, please enquire with the bank/SVF in question.
   
   

e-Direct Debit Authorisation (“eDDA”) service

 
Q1 What is the e-Direct Debit Authorisation (“eDDA”) service?
   
  Using this straightforward service, you can set instructions to make periodic payments to designated merchants/organisations.

Once merchant/organisationconfirm an eDDA request, the eDDA will be created immediately, and payments will henceforward be debited from your account according to the instruction.

Merchants/organisations can also request to set up payments with your confirmation.
   
   
Q2 How can I set up an eDDA?
   
  To set up an eDDA, please follow these steps:
   
 
1. Log in to Mobile Banking and press “e-Direct Debit Authorisation” in the side menu.
2. Enter the periodic payment details. Then, select the merchant/organisation or enter the merchant/organisation’s account no. directly and press “Proceed”.
3. Enter the one-time password.
4. Verify the eDDA details and press “Confirm”. Once the merchant/organisation confirms your eDDA request, the eDDA will be created immediately. A notification message of confirmation/rejection will be sent to your Cyberbanking email later.
   
   
Q3 Can I view and edit my eDDA records?
   
  Yes. Please follow these steps to view and edit your eDDA records:
   
  1. Log in to Mobile Banking and press “e-Direct Debit Authorisation” in the side menu.
  2. You can search records by merchant/organisation, record status, and/or payment period. A summary of your eDDA records will be shown according to your search criteria.
  3. You can press “Edit” to change the payment limit, frequency, start date, and end date. Once the merchant/organisation confirms your update request, the eDDA settings will be updated immediately. A notification message of confirmation/rejection will be sent to your Cyberbanking email later.
   
   
Q4 Can I suspend, resume, or terminate my eDDA records?
   
  Yes. Please follow these steps to manage your eDDA records:
   
  1. Log in to Mobile Banking and press “e-Direct Debit Authorisation” in the side menu.
  2. Search the record you need to suspend/resume/terminate.
  3. Press “Suspend”, “Resume”, or Terminate” on the relevant record.
   
   
Q5 How can I confirm/reject a setup/maintenance request from a merchant/organisation?
   
  Once a merchant/organisation makes a request to set up/edit/suspend/resume/terminate an eDDA record, you will receive an email notification at your email address (as registered with Cyberbanking). Please follow these steps to confirm/reject the request:
   
  1. Log in to Mobile Banking and press “e-Direct Debit Authorisation” in the side menu.
  2. Find the record and view the eDDA details in the summary.
  3. Press “Confirm” or “Reject” on the relevant record.