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 10.0 to 14.x
  • Android phones* with version 6.0 to 10.x, except those with a x86 processor

* If you want to receive push notification for Cyberbanking login or transaction authentication, your mobile device must be pre-loaded with Google Play.

   
  The “BEA Securities Services” Mobile App is compatible with the following mobile devices:
  • iPhone, iPod touch, and iPad with iOS 10.0 to 12.x
  • Android phones with version 6.0 to 9.x
   
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.
   
   

Small-value Transfers (FPS)

 
Q1 What is the "Small-value Transfer (FPS)" service?
   
  This service allows you to make small-value transfers to non-registered payees through the BEA App.
  For details of the limit for small-value transfers, please see the "Small-value Transfer limit" section.
   
   
Q2 How can I make small-value transfers (FPS)??
   
  To make a small-value transfer through the BEA App, please follow these steps:

  1. Press “Mobile Banking”, then press "Small-value Transfers (FPS)" in the side menu.
  2. Select or enter a non-registered payee account/FPS Proxy ID or import one from a template created/amended since 1st March, 2021.
  3. Select a withdrawal account.
  4. Enter an amount.
  5. Select a date*.
  6. Enter a message to the payee (for personal transfers through FPS) or a bill reference (for merchant payments through FPS).
  7. Verify your transaction details and press “Confirm”. #
  8. You will need to enter a one-time password (“OTP”) sent to your registered mobile no. to activate the “Small-value Transfer Limit” or authenticate a transaction with i-Token ^.
  9. When the transaction is completed, you will see “Transaction submitted” as well as a reference number and transaction details. You will receive the activation completed notifications by email and SMS.


*Please note that small-value transfers are transferred on the same day (i.e. they cannot be scheduled for a later date).
#You are required to activate “Small-value transfer limit” if you perform a foreign exchange transaction.
^ i-Token authentication will be required if you select “Add to my payees” while making a transaction.
If the small value transfer limit is used up, i-Token authentication will be required.

You can also click here for a demonstration of how to use small-value transfers (FPS) through the BEA App.
   
   
Q3 Can I make small-value payments in a foreign currencies?
   
  Yes. You can transfer foreign currencies between HKBEA accounts or transfer HKD/CNY to other local banks.
   
   

Small-value Transfer Limit

 
Q1 What is the small-value transfer limit?
   
  You can transfer money to non-registered payees with BEA HK or other local banks easily and efficiently by setting a limit for small-value transfers.
   
   
Q2 Do I need to set a limit for small-value transfers?
   
  We will notify you about the limit when you first make transfer a small-value payment or scan an FPS QR code in the BEA App. The default total daily limit is HK$10,000.
   
  You can also set the limit for small-value transfers independently. For details please see Q4.
   
   
Q3 What is the maximum limit for small-value transfers?
   
  The maximum daily limit is HK$10,000 per BEA App account.
   
   
Q4 How can I set a limit for small-value transfers??
   
  To set a limit for small-value transfers in the BEA App, please follow these steps:

  1. Press “Small-value Transfer Limit” in the side menu or in “Settings”.
  2. The default daily transaction limit is HK$10,000. You can adjust the limit to suit your needs, then press “Activate”.
  3. You are required to enter the one-time password (“OTP”) sent to your registered mobile no. for small-value transfers or authenticate a transaction using i-Token to activate small-value transfer limit.
  4. A completion message will be displayed at the top of the screen when your new limit is set. You will also receive notifications by email and SMS.
   
   
Q5 How can I adjust the limit for small-value transfers??
   
  To adjust your limit for small-value transfers through the BEA App, please follow these steps:

  1. Press “Small-value Transfer Limit” in the side menu or in “Settings”.
  2. You can reduce or increase the limit up to HK$10,000, then press “Update”.
  3. If you intend to increase the limit, i-Token authentication is required. If you have not yet activated i-Token, please first activate it through BEA App.
  4. Your new transaction limit will be effective immediately. You will receive notifications by email and/or SMS.
   
   

FPS QR code payment

 
Q1 How can I make payments by scanning FPS QR codes??
   
  You can make payments by scanning FPS QR codes provided by recipients (individuals or merchants). To do so, please follow these steps:

  1. Press the “QR code” icon at the top right of the BEA App homepage, side menu, or fund transfer entry page.
  2. Grant permission in your mobile device’s camera or photo gallery settings.
  3. Scan a QR code or select it from your photo gallery.
  4. Verify the payee’s details.
  5. Select your withdrawal account. Enter the amount if the recipient has not specified it through the QR code.
  6. You can enter a message to payee (optional). If your transaction is to a merchant, you are required to verify the bill reference number.
  7. Press “Pay now” after confirming the payment details.
  8. When the transaction is completed, you will see “Payment sent” as well as a reference number and transaction details.
   
   
Q2 What is the purpose of generating an FPS QR code?
   
  Generating an FPS QR code allows you to collect payments from other payers. In order to generate FPS QR codes, you must first register your mobile no., email address, and/or FPS ID for the FPS Addressing service through “Register for FPS” in the BEA App side menu.
   
   
Q3 How can I collect payments by presenting my QR code??
   
  To collect payments, please follow these steps:

  1. Press the “QR code” icon at the top right of the BEA App homepage, side menu, or fund transfer entry page.
  2. Press “Request to pay”.
  3. An FPS QR code will be generated and displayed on your screen. You can choose to use your mobile no.*, email address*, or FPS ID if you have registered any of these FPS proxy ID types for the FPS addressing service.
  4. You have the option to set the currency and the amount. Otherwise the payer can send you any amount.
  5. Your QR code will be updated.
   
  * If you use Account No./Username with Cyberbanking PIN log in, you will need to perform two-factor authentication when generating an FPS QR code through your mobile no. or email address.
   
   

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?
   
 
  • Apple devices supporting Touch ID or Face ID with iOS 10.0 or above;
  • Android devices supporting fingerprint authentication with Android OS 6.0 or above.
  For other devices, please continue to log in with your Cyberbanking account no./Credit Card account no./username and PIN (personal identification no.).
   
  If you need assistance during registration and/or login process, please contact our customer service hotline on (852) 2211 1321.
   
   
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 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?
   
  When Mobile Banking, you can:
  • Check account balances and details of all transactions made within the last month through any channel
  • View e-statements
  • Transfer funds to BEA accounts
  • Transfer HKD/CNY funds to other local bank accounts/merchants via FPS
  • Set up e-Direct Debit Authorisation(“eDDA”)
  • Exchange Currency
  • Check, place, and uplift time deposits, and give deposit maturity instructions
  • Pay bills*
  • Make donations* ^
  • Manage your lifestyle and travel needs using i-Planner
  • Apply for credit cards
  • Check your card overview in i-Spend
  • Redeem bonus points for rewards in the Bonus Gallery
  • Set up an overseas ATM cash withdrawal limit
  • Withdraw cash from an ATM without an ATM card*
  • Apply for travel insurance
  • Trade gold and check gold prices
  • Check your MPF/ORSO account balance, contribution history, withdrawal history, fund switching history, current investments, and fund prices, and make changes to your investments
  • Enquire about mortgage plans and terms, use our mortgage calculators, and apply for a mortgage
  • Trade stocks
  • Conduct FX/Precious Metal Margin Trading
  • Set order for Unit Trusts
  • Set order for Currency Linked Deposit, Equity Linked Deposit, Single Equity Linked Deposit, Basket Equity Linked Deposit and Basket Equity Linked Deposit (Partial Capital Protection at Maturity)
  • Conduct risk assessment
  * You should create a template through Cyberbanking – Internet before using this service. For the account opened through BEA Flash, customer please visit a BEA branch in person during business hours to enable 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 for the Cyberbanking service at any BEA branch and collect your Cyberbanking account number and Initial PIN (in PIN mailer);
  2. Download the BEA App from the 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 the 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”) to receive CyberAlert. SMS notifications relating to CyberAlert will be sent to this mobile phone number.
   
  2 The Biometric Authentication Service works on the following devices which are biometric credentials-registered:
  • Apple devices supporting Touch ID or Face ID with iOS 10.0 or above;
  • Android devices supporting fingerprint authentication with Android OS 6.0 or above.
   
   
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 The Biometric Authentication Service works on the following devices which are biometric credentials-registered:
  • Apple devices supporting Touch ID or Face ID with iOS 10.0 or above;
  • Android devices supporting fingerprint authentication with Android OS 6.0 or above.
   
   
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 or Mobile Banking PIN?
 
  • Credit Card account users:
    • Please call the Credit Card Customer Services Hotline on (852) 3608 6628 for an instant reset.
  • Revolving loan account users:
    • Please call the Customer Services Hotline on (852) 2211 1211 for an instant reset.
  • Other customers:
    • 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 your transactions, available balance and e-statement.

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

   
   
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 and/or time deposit accounts through Mobile Banking.
   
   
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 view my e-statements through a mobile device?
   
  Please make sure that you are registered for the e-statement service. To view your e-statements, please log in to Mobile Banking and either:
  • Tap “e-Statements” in the side menu or in “My Banking”, then select an account; or
  • Select the relevant account in “My Banking”, then tap “e-Statements”.

Click here to view a demonstration of the e-Statement service.

   
   
Q17 How can I transfer funds between BEA accounts in Hong Kong and to other local bank accounts/merchants through a mobile device?
   
 

To transfer funds, please follow these steps:

1. Log in and tap “Transfers” in the side menu or “FPS” at the bottom of the tool bar.
2. Select a template or enter your transaction details and then tap “Next”.
3. Verify your transaction details and tap “Confirm”.
4. Authenticate the transaction with i-Token (if you transfer to non-registered payee and/or selected “Add to my payee"). Except transfer to registered payee and amount within small-value transfer limit.
5. Once your transaction is processed, you will see a “Transaction completed (transfer to BEAHK account)/Transaction submitted (transfer to other local bank)” message, a reference number, and transaction details on your mobile device screen.

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

   
   
Q18 What is the “Add to my payees” fund transfer function?
   
 

By adding a payee’s account or FPS Proxy ID (mobile no., email address, FPS ID) as your “Registered payee”, you can pay them quickly and easily in the future. Once this registration is complete, a higher daily transaction limit will apply to that account/FPS Proxy ID and no further authentication will be required for transactions.

Please click here for the details of the daily transaction limit.

   
   
Q19 How can I register an account as a “Registered payee” for fund transfers in Cyberbanking?
   
 

You can register a transfer account as a “Registered payee” any time you perform a fund transfer transaction. Please follow these steps:

1. Log in to the BEA App with i-Token. (If you have not yet activated i-Token, please do so through the BEA App on your device.)
2. Select Transfers
3. Enter the transaction details. If you choose to transfer funds to a non-registered payee, an “Add to my payees” checkbox will be displayed. If you want to register this account as “Registered payee”, tick the box and enter an account name (if you have selected an account no.) or alias (if you have selected an FPS Proxy ID), then click “Proceed”.
4. Verify the transaction details, then authenticate transaction using i-Token.
5. Your new registered payee will be effective on the next working day.

   
   
Q20 How can I view my registered payee details?
   
 

You can view your registered payee details in Cyberbanking by clicking “Accounts > Transfers > Registered Payees Maintenance”.

   
   
Q21 How can I delete a registered payee?
   
 

To delete a registered payee, log in to Cyberbanking and follow these steps:

1. Click “Accounts > Transfers > Registered Payees Maintenance”.
2. Check the box next to the registered payee that you want to delete, then click “Proceed”.
3. Confirm the details then click “Confirm”.
4. Deletion of registered payee(s) will be effective immediately.

   
   
Q22 How can I view or edit scheduled instructions through the BEA App?
   
 

To view or edit scheduled instructions in the BEA App, please follow these steps:

1. Log in and tap “Scheduled instructions” in the side menu. A summary of your scheduled instructions will be displayed.
2. Tap “Edit” in the relevant scheduled instruction.
3. You can edit the scheduled instruction, then tap “Confirm”. If you want to delete the instruction, tap “Delete this instruction”.
4. The scheduled instruction will be updated or deleted instantly.

   
   
Q23 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.

   
   
Q24 How can I view my time deposit records through a mobile device?
   
 

To view your time deposit records, please follow these steps:

1. Log in, and tap “Time Deposit” in the side menu or “My Banking”.
2. You can now see the deposit records of each time deposit account.

   
   
Q25 How can I submit a time deposit placement/ time deposit uplift/ maturity instruction through a mobile device?
   
 

To submit a time deposit placement/ time deposit uplift/ maturity instruction, please follow these steps:

1. Log in, and tap “Time Deposit” in the side menu or “My Banking”.
2. Click “Place Time Deposit” or tap the relevant deposit number, then click “Edit”/ “Uplift Now”.
3. Enter the transaction details and/or select the maturity instruction, then click “Next”.
4. Verify your transaction details (and the interest/ exchange rates, if applicable), then click “Confirm”.
5. If the transaction is completed, you will see “Transaction completed”, a reference number “WBKXXXXXX”, and the transaction date/time on your screen. Once a transaction is completed, it cannot be amended or cancelled.

   
   
Q26 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.

   
   
Q27 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.
   
   
Q28 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.

   
   
Q29 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 by email.

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

^ This function is available only in the Android version of the BEA App.

   
   
Q30 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.
   
   
Q31 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.
   
   
Q32 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.
   
   
Q33 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.
   
   
Q34 What does the "MPF/ORSO" function allow me to do?
   
  You can check your MPF/ORSO account balance, contribution history, withdrawal history, fund switching history, current investments, and fund prices and make changes to your investments by tapping “MPF/ORSO” in the side menu.
   
   
Q35 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.
   
   
Q36 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.
   
   
Q37 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.
   
   
Q38 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.
   
   
Q39 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.
   
   
Q40 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.
   
   
Q41 What does the "Linked Deposit" function do?
   
  Tapping “Linked Deposits” under “Investment” in the side menu allows you to read the offering documents, place orders, and check the transaction status of Currency Linked Deposit, Equity Linked Deposit, Single Equity Linked Deposit, Basket Equity Linked Deposit and Basket Equity Linked Deposit (Partial Capital Protection at Maturity) orders you have placed.
   
   
Q42 How do I place a Single Equity Linked Deposit / Basket Equity Linked Deposit / Basket Equity Linked Deposit (Partial Capital Protection at Maturity) order?
   
  To place a Single Equity Linked Deposit / Basket Equity Linked Deposit / Basket Equity Linked Deposit (Partial Capital Protection at Maturity) order, please follow these steps:
   
 
1. Log in to Mobile Banking, and tap “Linked Deposits” > “Single Equity Linked Deposit” / “Basket Equity Linked Deposit” / “Basket Equity Linked Deposit (Partial Capital Protection at Maturity)“ under “Investment” in the side menu.
2. Enter the One-time password (“OTP”) you received through SMS.
3. Read the offering documents and Terms & Conditions.
4. If you would like to invest in a Single Equity Linked Deposit / Basket Equity Linked Deposit / Basket Equity Linked Deposit (Partial Capital Protection at Maturity), select the transaction by clicking the “Place an Order” button.
5. The system will show your existing Risk Tolerance Level, which will be measured against the product risk level of your selected transaction. You can also choose to conduct a new risk assessment to update your Risk Tolerance Level or proceed with the order placement process.
6. Enter a Deposit Amount. Before proceeding further, please read the declarations and consider your acceptance.
7. Verify your transaction details, then click “Confirm”.
8. The system will confirm with you whether the order is successfully placed or not. An order placement email notification will be sent to your registered email address.
9. Please visit Today’s Order Checking to check if the order is accepted or not. The Bank will also send an email notification to your registered email address to show you your updated status.
   
   
Q43 Which kind of notifications will I receive in "Inbox - Investment Notice"?
   
  This is where you will receive notifications about increased product risk or changes to important information related to linked deposits (such as an Occurrence of Potential Adjustment Event, Market Disruption Event, etc.), and notifications of increased product risk or notices to shareholders related to fund trading.
   
   
Q44 How do I place a Currency Linked Deposit order?
   
  To place a Currency Linked Deposit order, please follow these steps:
   
 
1. Log in to Mobile Banking, and tap “Linked Deposits” > “Currency Linked Deposit” under “Investment” in the side menu.
2. Enter the One-time password (“OTP”) you received through SMS.
3. Read the offering documents and Terms & Conditions.
4. If you wish to invest in a Currency Linked Deposit, enter the deposit amount and then select the currency pairs, deposit tenor, indicative reference value, and an indicative coupon rate.
5. The system will show your existing Risk Tolerance Level, which will be measured against the product risk level of your selected transaction. You can also choose to conduct a new risk assessment to update your Risk Tolerance Level or proceed with the order placement process.
6. Before proceeding further, please read the declarations and consider your acceptance.
7. Verify your transaction details, then click “Confirm”.
8. The system will confirm with you whether the order is successfully placed or not. An order placement email notification will be sent to your registered email address.
9. Please visit Linked Deposit Account Enquiries to check if the order is accepted or not. The Bank will also send an email notification to your registered email address to show you your updated status.
   
   
Q45 How do I place an Equity Linked Deposit order?
   
  To place an Equity Linked Deposit order, please follow these steps:
   
 
1. Log in to Mobile Banking, and tap “Linked Deposits” > “Equity Linked Deposit” under “Investment” in the side menu.
2. Enter the One-time password (“OTP”) you received through SMS.
3. Read the offering documents and Terms & Conditions.
4. If you wish to invest in an Equity Linked Deposit, enter the deposit amount and then select a stock code, start date, deposit tenor, reference price, and an indicative coupon rate.
5. The system will show your existing Risk Tolerance Level, which will be measured against the product risk level of your selected transaction. You can also choose to conduct a new risk assessment to update your Risk Tolerance Level or proceed with the order placement process.
6. Before proceeding further, please read the declarations and consider your acceptance.
7. Verify your transaction details, then click “Confirm”.
8. The system will confirm with you whether the order is successfully placed or not. An order placement email notification will be sent to your registered email address.
9. Please visit Linked Deposit Account Enquiries to check if the order is accepted or not. The Bank will also send an email notification to your registered email address to show you your updated status.
   
   

Cyberfund Centre

 
Q1 What mutual fund investment services are available in the BEA App, and how can I access them?
   
  The BEA App offers comprehensive mutual fund trading services through the Cyberfund Centre, which you can find under “Investment” in the main function menu on the left of the main screen. Within the Cyberfund Centre you can:
  • Search funds;
  • Review your fund portfolio and transaction status/history;
  • Subscribe/redeem/switch funds; and
  • Enquire about top-performing funds.
   
   
Q2 What kind of account do I need to use the Cyberfund Centre in the BEA App?
   
  To access the Cyberfund Centre, you need to be a personal banking customer and hold a SupremeGold Account, Supreme Account, or i-Account with a securities sub-account and a multi-currency statement savings account as your designated settlement account.
   
   
Q3 What parameters can I use to perform a fund search?
   
  The Cyberfund Centre provides an abundant choice of mutual funds (close to 1000), enabling you customise portfolios and navigate ever-changing market conditions for wealth accumulation. These funds are managed by reputable fund management companies, covering a wide range of investment objectives, strategies, and asset types. To start constructing your portfolio, you can first conduct a fund search using one or more of the following parameters;
  • Fund name
  • Fund house
  • Asset class
  • Investment region/sector
  • BEA risk level
  • Dividend policy
  • Fund performance during specified periods of time

You can keep a record of the funds you have looked at under “My Funds” so that you can easily pick up where you left off.

   
   
 
Q4 What kind of information can I obtain about a specific fund before making a transaction?
   
  The Cyberfund Centre is packed with detailed information about each featured fund to keep you well informed. Key information includes (but is not limited to) the following:
  • Fund name
  • Investment region/asset class/sector
  • Denominated currency
  • Fund size and launch date
  • Fund price or historical net asset value (NAV) up to 1 year (when available)
  • Price movement and cumulative performance over a number of time periods
  • BEA risk level
  • Financial derivatives indicator
  • Latest dividend amount (if available)
  • Fund factsheet
  • Key fact statement
  • Product prospectus
  • Annual/interim financial report (if available)
  • Relevant market news feeds
   
   
Q5 Can I download and store fund offering documents for ease of reference?
   
  Yes, you can download offering documents, e.g. product prospectuses and key fact statements, and even forward them through instant messaging apps. All funds available in the Cyberfund Centre have been authorised by the Securities and Futures Commission (SFC) of Hong Kong for public distribution (please note that such authorization does not imply official recommendation). You are suggested to refer to the latest available documents before entering into a fund transaction.
   
   
Q6 When will placed orders be processed? When will the subscription amount be deducted from my designated account?
   
  All orders placed through the BEA App are processed on the first effective dealing date (i.e. excluding public holidays, special holidays, and fund holidays that apply to the specific fund) as through other digital channels of the Bank (e.g. internet banking). If your order is received before the cut-off time (3 p.m. or 4 p.m. Hong Kong time, depending on selected fund) of the dealing date, it will be processed on the same day; otherwise, on the next effective dealing date. The subscription amount for each order will be deducted from your designated account at 3 p.m. Hong Kong time of the effective dealing date. If the corresponding amount (of the same currency of the chosen fund) cannot be deducted, your trade will be rejected.
   
   
Q7 Can I amend or cancel a trade order I have successfully placed through the BEA App before it is executed?
   
  As with orders placed through other channels of the Bank, successfully placed orders cannot be amended or cancelled – even if they have not yet been executed.
   
   
Q8 How long does it take to receive the redemption proceeds?
   
  Depending on each specific fund, it normally takes around 5 working days for redeemed proceeds to be credited into your designated account.
   
   
 
Q9 Can I assume that all my placed orders will be successfully executed?
   
  No, there are various situations which may affect the execution of orders, such as:
  • Your designated account does not have adequate funds for the subscription;
  • The redemption amount exceeds a certain percentage of the total fund size, usually 10% of the value of the shares of the fund (which may result in a partial or deferred redemption); and
  • Fund trading is unexpectedly suspended, e.g. due to a natural disaster or market failure (fund management companies will announce such situations from time to time).

If in any doubt, you can always check the status of your orders by selecting “Order Status”.

   
   
Q10 Can I apply for a mutual fund Monthly Investment Plan (“MIP”) through the BEA App?
   
  No, such application currently can only apply through Cyberbanking or at one of our branches. Please note that you can only amend or terminate an existing MIP at a BEA branch.
   
   
Q11 Will I receive notifications of executed orders? Through what channels?
   
  Yes, you will receive order execution notifications via email at your registered email address and SMS at your registered mobile phone number (if you have enabled the notification service).
   
   

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.)
  • Hong Kong identity card no. (Registering your HKID no. as a Proxy ID will allow you to receive payments and transfers from institutions, companies and the HKSAR government.)
   
   
Q2 How can I register for the FPS Addressing Service?
   
  To register for this service, please follow these steps:
   
 
1. Log in to the BEA App and press “FPS Registration” in the side menu or “Settings”.
2. Select the FPS proxy ID (mobile no., email address, FPS ID, and/or HKID no.) that you want to register. Then select a deposit account and press “Next”.
3. If you register for the service using your mobile no. or email address, you will be required to enter a one-time password (“OTP”) sent to your registered mobile no. or email address. If you register for an FPS ID and/or Hong Kong identity card no.*, 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”.
   
  * Please note that your Hong Kong identity card no. can only be registered through one licensed bank (FPS participant). Your newest registration with a Hong Kong identity card no. will override any previous registration.
   
   
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 BEA App and press “FPS Registration” in the side menu or Settings.
  2. Press “Edit” to update the relevant proxy ID.
  3. Change the deposit account.
   
  To terminate your proxy ID(s), please follow these steps:
   
  1. Log in to BEA App and press “FPS Registration” in the side menu or “Settings”.
  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 BEA App and press “FPS Registration” in the side menu or “Settings”.
  2. Press “Reactivate” beside your terminated FPS ID record.
  3. Select the deposit account.
   
   
Q5 Can I register a new FPS ID if my current FPS ID has been terminated?
   
  Yes, you can. Please follow the steps below:
   
  1. Log in to BEA App and press “FPS Registration” in the side menu or “Settings”.
  2. Press “Apply for a new FPS ID”.
  3. Press “Confirm” to register
   
  * Please note that once you register a new FPS ID, you cannot re-activate the previous one.
   
   
Q6 Can I view my mobile no. and/or email address records registered with other banks/store-valued facilities (“SVFs”)?
   
  Yes. 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 BEA App and press “FPS Registration” in the side menu or “Settings”.
  2. Press “Edit” on the relevant proxy ID. Press “Review registration record(s) of other banks/stored-value facilities(“SVFs”) ”at the bottom.
  3. Enter the one-time password (“OTP”) sent to your registered mobile no. and/or email address.
  4. A summary will be displayed.
  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 a merchant/organisation accepts your 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 approval.
   
   
Q2 How can I set up an eDDA?
   
  To set up an eDDA, please follow these steps:
   
 
1. Log in to the BEA App and press “e-Direct Debit Authorisation” in the side menu.
2. Enter the periodic payment details, then select one of the methods below:
  • Choose from a list of merchants/organisations; or
  • Directly enter the merchant/organisation’s
    Account no./
    Mobile no. (FPS registered)/
    Email address (FPS registered)/
    FPS ID
Now click “Next”.
3. Verify the eDDA details and press “Confirm”.
4. Authenticate with i-Token or a one-time password.
5. Once the merchant/organisation accepts your eDDA request, the eDDA will be created immediately. A notification message of approval/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 the BEA App and press “e-Direct Debit Authorisation” in the side menu. Press "Summary" to view your eDDA records.
  2. You can search records by merchant/organisation, record status, and/or start date. A summary of your eDDA records will be shown according to your search criteria.
  3. You can press “Edit” to change the withdrawal account, payment limit, frequency, and end date. Once the merchant/organisation accepts your update request, the eDDA settings will be updated immediately. A notification message of approval/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 the BEA App and press “e-Direct Debit Authorisation” in the side menu. Press "Summary" to view your eDDA records.
  2. Find the record you wish to suspend/resume/terminate.
  3. Press “Suspend”, “Resume”, or Terminate” beside the relevant record.
   
   
Q5 How can I accept/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 in your email address (as registered with Cyberbanking). Please follow these steps to approve/reject the request:
   
  1. Log in to the BEA App and press “e-Direct Debit Authorisation” in the side menu. Press “Summary” to view your eDDA records.
  2. Find the record and view the eDDA details in the summary.
  3. Press “Accept” or “Reject” beside the relevant record.
   
   
Q6 When a merchant/organisation issues me an eDDA setup request, how long do I have to approve or reject it?
   
  You are required to verify the details and approve or reject the eDDA through the eDDA function in Cyberbanking or the BEA App within 5 days. If you do not respond, the eDDA request will be rejected automatically.
   
   

SupremeGold Centre e-Ticket Service

 
Q1 What is the SupremeGold Centre e-Ticket service?
   
  This service is exclusively for SupremeGold customers.

SupremeGold customers can view the current counter queueing status of designated SupremeGold Centre through the BEA App and get a “SupremeGold Centre e-Ticket” of preferred Centre.
   
   
Q2 Do I have to login to Mobile Banking to get a SupremeGold Centre e-Ticket?
   
  After you have logged in to Mobile Banking with your SupremeGold account in the BEA App, the “SupremeGold Centre e-Ticket” and “e-Ticket” icon will be displayed in the menu, and you will not need to login Mobile Banking to get the SupremeGold Centre e-Ticket afterward.
   
   
Q3 How can I get a SupremeGold Centre e-Ticket through the BEA App?
   
  To get a SupremeGold Centre e-Ticket through the BEA App, follow these steps:
   
  1. Either tap “SupremeGold Centre e-Ticket” in the side menu or “e-Ticket” icon in the top menu
  2. Select the “District” or find nearby SupremeGold Centre(s) by enabling “Location Services”
  3. Select your preferred SupremeGold Centre and tap “GET TICKET”
  4. Your ticket number will be displayed on your screen
   
   
Q4 How can I view my ticket number and counter queueing status?
   
  Once you have an e-Ticket, you can view your ticket number and counter queueing status (auto-refreshed at a fixed interval) by selecting “SupremeGold Centre e-Ticket” in the BEA App.
   
   
Q5 When can I get a SupremeGold Centre e-Ticket through the BEA App?
   
  The service is only available during SupremeGold Centre's service hours. You can get an e-Ticket up to 15 minutes before closing time. Please visit SupremeGold Centre for counter service within the service hours.
   
   
Q6 Can I get an e-Ticket for SupremeGold Centre services until close of business?
   
  No. SupremeGold Centre e-Ticket service suspends 15 minutes before SupremeGold Centres close. Please visit a SupremeGold Centre directly.
   
   
Q7 When I arrive at the selected SupremeGold Centre, should I present my e-Ticket for verification?
   
  Yes. You are required to present your e-Ticket when you arrive at the selected SupremeGold Centre to verify your identity. The Bank reserves the right to reject the confirmed ticket number if you cannot present your e-Ticket.
   
   
Q8 Is there any SMS reminder when my turn is near?
   
  No. Once you have an e-Ticket, please pay attention to the counter queueing status under “SupremeGold Centre e-Ticket” in the BEA App to avoid missing your turn. All rights reserved by the Bank.
   
   
Q9 How will my ticket number be invalid?
   
  If you have missed your turn, and your ticket is more than 5 numbers away from the current serving number, your ticket will become invalid. Please take a new e-Ticket. All rights reserved by the Bank.
   
   
Q10 Can I get e-Tickets for multiple SupremeGold Centres through the BEA App at the same time?
   
  No. Each SupremeGold customer can only get an e-Ticket for one of the SupremeGold Centre through the BEA App. If you wish to select another SupremeGold Centre once you already have an e-Ticket, you must cancel the current one and get a new ticket.
   
   

JETCO Cardless Withdrawal Service

 
Q1 What is the JETCO Cardless Withdrawal service?
   
  The JETCO Cardless Withdrawal service (the “service”) allows you to set up instructions in the BEA App and then scan the on-screen Quick Response (“QR”) code at any JETCO ATM with a “JETCO Cardless Withdrawal” sticker to withdraw cash, without using your physical ATM Card. Please visit the JETCO website for the list of banks that offer this service.
   
   
Q2 How can I start using the JETCO Cardless Withdrawal service? Do I need to register?
   
  To use this service, please ensure you have Mobile Banking on your phone and have:
   
  1. Provided a valid mobile phone number; and
  2. Registered a “Cyberbanking” email address.
   
  You are required to log in to the BEA App and register for the JETCO Cardless Withdrawal service. You will then receive a “one-time password” from your mobile for authentication. Once you’re successfully registered, you can set up withdrawal instructions immediately.
   
   
Q3 Which types of account can use this service?
   
  Accounts that support this service include both deposit and credit card accounts. Customers using an eligible credit card account to withdraw cash through this service will be liable to pay a service charge and/or interest.
   
   
Q4 Is there any withdrawal limit?
   
  The maximum withdrawal amount per instruction through the BEA App is HK$6,000, and the maximum daily withdrawal limit is HK$10,000 per Cyberbanking account. Your ATM card has a separate maximum daily withdrawal limit of HK$20,000 (or equivalent in other currencies).
   
   
Q5 Can I withdraw other currencies? Which ATMs offer this service?
   
  This service is currently only available for HKD cash withdrawals at JETCO ATMs with “JETCO Cardless Withdrawal” stickers.
   
   
Q6 How can I use the JETCO Cardless Withdrawal service?
   
  Follow these steps to withdraw cash using the JETCO Cardless Withdrawal service:
   
  1. Log in to the BEA App, tap “Cardless Withdrawal” from the side menu, and then select “JETCO Cardless Withdrawal (QR Code)”.
  2. Register if using this service for the first time (you only need to do this once).
  3. Set up a withdrawal instruction by selecting a withdrawal account and entering the withdrawal amount. You will receive a “one-time password” from your mobile for authentication.
  4. Once your withdrawal instruction is set, an “Instruction Submitted”, reference number and the expiry time will be displayed.
  5. Go to any JETCO ATM with a “JETCO Cardless Withdrawal” stickers and press the “JETCO Cardless Withdrawal” button.
  6. Tap “Withdraw Now” in the BEA App and scan the QR code displayed on the JETCO ATM.
  7. Take your cash and customer advice slip (if applicable).
   
  You will receive a confirmation SMS and email when you have successfully registered for the service. Whenever you set up/amend/cancel a withdrawal instruction and every time you withdraw cash at an ATM, you will receive a confirmation email.
   
   
Q7 What is the validity of the withdrawal instruction?
   
  The withdrawal must be made within 60 minutes after the instruction is set. Once the instruction has expired, you will need to set a new instruction.
   
   
Q8 Can I amend or cancel a withdrawal instruction?
   
  Yes. To amend a withdrawal instruction, please follow these steps:
   
  1. Log in to the BEA App, tap “Cardless Withdrawal” from the side menu, and then select “JETCO Cardless Withdrawal (QR Code)”.
  2. Tap “Edit”.
  3. Change the withdrawal account and/or withdrawal amount.
  4. Tap “Update” and authenticate the withdrawal instruction by entering the “one-time password” sent to your mobile.
  5. Once this process is complete, you will receive email notification with relevant details.
   
  To cancel the withdrawal instruction, please follow these steps:
   
  1. Log in to the BEA App, tap “Cardless Withdrawal” from the side menu, and then select “JETCO Cardless Withdrawal (QR Code)”.
  2. Tap “Cancel”.
  3. Tap “Confirm” to cancel the withdrawal instruction.
  4. After the withdrawal instruction is cancelled, you will receive email notification with relevant details.
   
   
Q9 Can I set up more than one instruction?
   
  Only one instruction is allowed per withdrawal. You can set up another instruction after the withdrawal is completed.
   
   
Q10 How can I view my withdrawal instruction status and transaction history?
   
  You can access your instructions status and transaction history through the “JETCO Cardless Withdrawal” main page of the BEA App. Transaction records will be included on your paper statement/e-statement and you can also view your transaction history in the BEA App and Cyberbanking.
   
   
Q11 What should I do if no cash is dispensed or the transaction is rejected?
   
  Please check your instruction status and transaction history status in the BEA App or call our enquiry hotline on (852) 2211 1321 for assistance.
   
   

Security Tips

   
   

i-Token

   
Q1 What is i-Token?
   
  i-Token is an authentication tool embodied with BEA App function which allow customer to authenticate designated transactions and log in to Cyberbanking and BEA App.
   
   
Q2 Can I use i-Token with my account?
   
 

i-Token can be used with the following account types:

Private Banking, SupremeGold Private, SupremeGold, Supreme, i-Account, Youth i-Account, and Cyberbanking Account

   
   
Q3 What do I need in order to activate i-Token?
   
 

You will need the following

1. Registered a mobile phone number that can receive one-time passwords in BEA’s record
2. a registered email address for Cyberbanking
3. a mobile device with supported OS versions

If you do not have the above, you will first need to update your mobile phone number at any branch. If you have not register Cyberbanking email address, you can login Cyberbanking “Settings > Contact Information” to update the record.

   
   
Q4 How do I know my i-Token is already activated?
   
  You can log in to the BEA App, going to Settings, and check whether the “Activate i-Token” toggle is enabled.
   
   
Q5 Are there any charges for using i-Token?
   
  No, i-Token is a free service.
   
   
Q6 Can I still complete transactions without activating i-Token?
   
 

You can still use OTP to authenticate designated transactions, but without i-Token you will be unable to use some new functions (e.g. adding payees to payment instructions and increasing transaction limit).

   
   
Q7 If I have changed my SIM card on my mobile device, will this impact i-Token?
   
 

No, changing your SIM card will have no impact. You can still use i-Token.

   
   
Q8 Can I activate i-Token on multiple devices for one account?
   
 

For security reasons, your i-Token can only be activated on one mobile device for one account at a time.

   
   
Q9 Can I transfer my i-Token to other mobile device?
   
 

Yes. When you log in to an i-Token-registered account using another mobile device, the BEA App will suggest that you re-activate i-Token in the new mobile device. The i-Token in your old mobile device will then be revoked.

   
   
Q10 Can I activate i-Token on a jailbroken or rooted mobile device?
   
  No. For security reasons, i-Token cannot be activated on a jailbroken or rooted mobile device.
   
   
Q11 Can I activate i-Token with a non-local mobile phone number?
   
  Yes. Please ensure that the phone number provided/registered is able to receive SMS OTPs.
   
   
   
Q12 Can I carry on using i-Token if I have re-installed the BEA App?
   
  No, if you have re-installed the BEA App, the previous i-Token will be terminated. You are required to re-activate i-Token.
   
   
Q13 Can I still authenticate my Cyberbanking transactions if I turn off push notifications for the BEA App?
   
 

Yes, you can still perform transactions by scanning a QR code or generating a security code through the BEA App.

   
   
Q14 Where can I activate i-Token?
   
 

You can activate i-Token by:

1. Clicking the "i-Token" button located in the bottom-right corner of the BEA App main screen
2. Clicking the alert message to activate i-Token which appears when you log in to the BEA App
3. Logging in to the BEA App, going to Settings, and turning on "Activate i-Token and Biometric Authentication"

   
   
Q15 How can I deactivate i-Token?
   
  By logging in to the BEA App and deactivating i-Token in the Settings.
   
   
 
Q16 Can someone else log in to his /her Mobile Banking using the same mobile device on which my i-Token is activated?
   
 

Yes. Anyone can log in to the BEA App by selecting "Log in with Cyberbanking details" and entering their account no./credit card no./username and PIN.

   
   
Q17 What should I do if I have forgotten my i-Token PIN?
   
 

You can log in to the BEA App and go to Settings > Re-activate "i-Token and Biometric Authentication", then follow the instruction to complete the activation process.

   
   
Q18 Can I change my i-Token PIN?
   
 

Yes. You can change the i-Token PIN by logging in to the BEA App and going to Settings > Select "Change PIN", then following the instructions to complete the process of changing your i-Token PIN.

   
   
Q19 Will my account be locked if I enter incorrect i-Token PIN for too many times?
   
 

i-Token will be terminated if you enter incorrect i-Token PIN five times in a row, in which case it will need to be reactivated. However, you will still be able to log in using your account no./credit card no./username and PIN.

   
   
Q20 How can I use i-Token to authenticate designated transactions in Cyberbanking?
 

First, you need to log in to Cyberbanking. You can then authenticate a designated transaction by following one of the three instructions shown on the transaction confirmation page:

  1. Push Notification

    When you are on the transaction's confirmation page, the i-Token-enabled mobile device# will receive a push notification*. Follow that instruction to authenticate your transaction.

    *You will first need to enable push notifications.

    #Your mobile device must be pre-loaded with Google Play (for Android devices) in order to receive push notifications.

  2. Scan QR Code

    When you are on the transaction's confirmation page, open the BEA App and click the QR code scanner on the home screen. Scan it and follow the instruction to authenticate your transaction.

  3. Security Code

    When you are on the transaction's confirmation page, you can click “Click here” to generate a security code, then follow the instructions to authenticate your transaction. You can use this method while no internet access on your mobile device.
   
   
Q21 What kind of designated transactions can only be authenticated by i-Token?
   
 

The following designated transactions can be authenticated by i-Token only:

1. Making fund transfers to non-registered payees through BEA App
2. Creating scheduled instruction to non-registered payees through BEA App
3. Adding a payee to "My payees" through Cyberbanking and Bea App
4. Increasing transactions limits through Cyberbanking and Bea App
5. Adding related accounts that you hold to your Cyberbanking/BEA App account through Cyberbanking

   
   
Q22 How has the use of biometric authentication changed after the launch of i-Token?
   
 

Before the launch of i-Token, customers could use biometric authentication to replace login credential such as username, account number, credit card number and PIN to login mobile banking. Since the launch of i-Token, you can now use biometric authentication verify logging in to Cyberbanking, and authenticate designated transactions in Cyberbanking and the BEA App, replacing your i-Token PIN.

   
   
Q23 How will this impact me if I've already set up biometric authentication before i-Token was launched?
   
 

You can still use biometric authentication activated before i-Token launch to log in to the BEA App, but not to authenticate designated transactions.

If you disable biometric authentication at any point, you will now need to activate i-Token and enable biometric authentication under i-Token.

* Credit Card and MPF account holder can still enable and disable the biometric authentication which allows to replace login credential such as username, account number, credit card number and PIN.

   
   
Q24 Can I enable biometric authentication only but not i-Token?
   
 

No. You need to activate i-Token before you can enable biometric authentication.

   
   
Q25 Why can't I find the enable button for biometric authentication which used to be on the Settings screen?
   
 

If you did not enable biometric authentication before the launch of i-Token, the enable button will no longer be shown in your Settings page*. If you would like to enable biometric authentication, you will first need to activate i-Token.

* If you hold a BEA credit card or MPF account, you can still enable biometric authentication as before.

   
   
Q26 Can I use my i-Token PIN to log in if biometric authentication doesn't work?
   
 

Yes. You can log in using your i-Token PIN.

   
   
Q27 Can I use any biometric credential in my mobile device to log in to the BEA App?
   
  Yes. When you enable biometric authentication, any biometric credential stored on your mobile device can be used to log in to 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.
   
   
Q28 Why could cause my biometric authentication to be suspended?
   
 

To protect your security, biometric authentication may be disabled for any of the following reasons:

1. There is any change (e.g. addition/deletion) of biometric credentials in your mobile device.
2. Your mobile device’s passcode is turned off.
3. You have activated i-Token on other mobile device for your account.

   
   
Q29 What is automatic OTP registration?
   
 

From 1st March, 2021, customers can receive SMS OTPs and notifications from our bank without having registered their personal mobile phone number in Cyberbanking. The latest mobile phone number in BEA record will be used to receive SMS OTPs and notifications.

(For those customer who have registered “Two-factor authentication” SMS OTPs, you can continue to receive SMS OTPs and notification. You can also manually update to use the latest mobile phone number record in BEA in Cyberbanking to receive SMS OTPs and notifications.)

   
   
Q30 Can I register or amend my mobile phone number to receive SMS OTPs through Cyberbanking?
   
  No. You cannot register/amend your mobile phone number for SMS OTPs through Cyberbanking. If you have registered a mobile phone number previously, SMS OTPs and notifications will continue to be sent to that number until you update your number at BEA branch.
   
   
Q31 How do I know which mobile phone number is my default number for receiving SMS OTPs or notifications?
   
  You can log in to Cyberbanking and check your mobile phone number in "Settings > Two-factor Authentication > One Time Password" or call our customer service hotline on 2211 1321.
   
   
Q32 How can I update my mobile phone number for receiving SMS OTPs or notifications?
   
  You can update your mobile phone number at any BEA branch. Once that is done, SMS OTPs and notifications will be sent to your newly registered mobile phone number.
   
   
Q33 What is “Account Maintenance” under Settings on Cyberbanking?
   
  This is where you can add or delete related accounts that you hold via Cyberbanking.
   
   
Q34 Is i-Token a must for account maintenance on Cyberbanking?
   
  If you would like to add related accounts that you hold, you need i-Token to authenticate it. However, you can delete related accounts without using i-Token.
   
   
Q35 Will the addition or deletion of related accounts be effective immediately?
   
  When you add a related account, the change will be effective on the next working day. For deletion of your own related accounts will be effective immediately.
   
   
Q36 What types of account (of my own) can I add as related accounts?
   
  You can add the following account types as your related accounts:
  • HKD Current
  • RMB Current
  • USD Current
  • MCY Statement Savings
  • HKD Passbook Savings
  • FCY Passbook Savings
  • Time Deposit
  • Foreign Exchange Margin Trading
  • Gold