The Bank of East Asia

Personal Banking

FAQs

(Updated: 20th May, 2019)

Table of Contents

1. Introduction of Cyberbanking
2. Service Hotlines
3. Brief on Cyberbanking - Internet
4. Operations of Cyberbanking - Internet
5. Functions of Cyberbanking - Internet
6. Cyberbanking - Internet Troubleshooting
7. Security Precautions
8. FAQs for Two-factor Authentication
9. Trouble Shooting on Windows XP Service Pack 2
10. FAQs about Cyberbanking - Mobile Phone

 


 

 

1. Introduction of Cyberbanking

   
Q1.1 What is Cyberbanking?
   
  Cyberbanking is an innovative and integrated banking service. With this service, you can operate your accounts via various electronic channels including the Internet, mobile phone, PDA, phone, and ATM channels.
   
  You can manage your finances and make account enquiries and fund transfer anytime, anywhere.
   
  For details, please click here.
   
Q1.2 How do I manage various electronic channels under the service?
   
  The operations for various electronic channels are very easy and simple. Each channel (Internet, phone, mobile phone, and ATM) has its own personal identification number ("PIN") for access. Upon account opening, an initial PIN will be issued* to you for the first access to individual electronic channels. You can just use a unique Private Banking/SupremeGold/Supreme/
i-Account/Cyberbanking/Credit Card/MPF account number and the respective PIN for each channel to get access to the channel you would like to operate.
   
  *For Credit Card and Revolving Loan Account, you can set the Phone PIN for related Customer Services Hotlines and request for the ATM PIN during card activation. This Phone PIN will also be used as the initial PIN for logging in to the Cyberbanking internet service.
   
  For the sake of security, you are required to change the PIN for the first access to individual channels. On the other hand, you are also advised to change the PINs from time to time for your protection.
   
Q1.3 What should I do if I want to use Cyberbanking?
   
  You can enjoy the service by opening a Cyberbanking account at any one of our branches.
   
  If you are an account holder of SupremeGold Account, Supreme Account, or i-Account, you are automatically entitled to the service.
   
  If you are the holder of BEA Credit Card or Revolving Loan Account, you can use the Phone PIN for related Customer Services Hotlines to log in to Cyberbanking with the account number for the first time.
   
Q1.4 How to log in Cyberbanking?
   
  You can visit the website of our Bank at www.hkbea.com and then enter your account number/username and PIN.
   
Q1.5 What are the daily transaction limits of Cyberbanking?
   
 

Daily transaction limits of Cyberbanking (shared by all electronic channels) for different accounts are as follows:

 

Private Banking/SupremeGold Account

 

Fund Transfers between BEA Accounts in HK:

 
Type of Fund TransferWithdrawal Limit
(Per account per day)
Deposit Limit
(Per account per day)
Among Private Banking/SupremeGold - Sub-accounts (same currency) No limit No limit
Among Private Banking/SupremeGold - Sub-accounts (different currencies) HK$2,000,000 or its equivalent No limit
From Private Banking/SupremeGold - Sub-accounts to related accounts (except to Private Banking/SupremeGold - Sub-accounts) HK$2,000,000 or its equivalent For own related accounts
No limit

For 3rd party related accounts with prior registration
HK$500,000 or its equivalent
Among related accounts (except fund transfer from Private Banking/SupremeGold - Sub-accounts) HK$1,000,000 or its equivalent
   
 
Type of Fund TransferWithdrawal Limit
(Per Cyberbanking account per day)
Deposit Limit
(Per deposit account per day)
Fund transfer to non-designated BEA accounts*

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

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

HK$50,000 or its equivalent
 
* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limits, please visit any BEA branch in person during office hours.
 
# 1024-bit digital certificate
   
  Fund Transfer to Other Local Banks, Telegraphic Transfer or Direct Remittance to BEA China Accounts or BEA UK Branch Accounts:
 
Type of Fund TransferWithdrawal Limit (Per Cyberbanking account per day)
Using OTP only or both OTP and digital certificate#Using digital certificate# only
To registered accounts HK$200,000 HK$100,000
To unregistered accounts* HK$50,000 HK$50,000
 
* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limits, please visit any BEA branch in person during office hours.
 
# 1024-bit digital certificate
   
  Placement and Uplift of Time Deposit:
 
Type of Time Deposit AccountDeposit to/Withdrawal fromTransaction Limit
(Per account per day)
Private Banking/SupremeGold - Time Deposit Account Private Banking/SupremeGold - Sub-accounts Same currency
No limit

Different currencies
HK$2,000,000 or its equivalent
Related accounts (except Private Banking/SupremeGold - Sub-accounts) HK$2,000,000 or its equivalent
Related time deposit accounts (except Private Banking/SupremeGold - Time Deposit Account) Related accounts HK$1,000,000 or its equivalent
   
 
Other Transaction Limits:
 
  • For using credit card accounts as withdrawal accounts in fund transfer transactions:

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

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

  • Bill payments and donations are confined to HKD only, with a limit of HK$100,000 per account per day. Such transactions will count towards the limit for fund transfers.
  • The maximum withdrawal limit for bill payments to high-risk merchants is HK$100,000 per Cyberbanking account per day. This limit applies to all merchants, except those under the following low-risk categories: Government or Statutory Organisation; Utilities; Education: Primary or Secondary School; and Education: Post-secondary or Specialised Institution.
  • The transaction limit for bill payments to high-risk merchants will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limit, please visit any BEA branch in person during office hours.
  • For purchase and sale of gold in gold account, the respective transaction limits are 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower. (Applicable to SupremeGold Account only)
Note The above daily transaction limits are not applicable to SupremeGold - Securities Account.
   
 

Supreme Account/i-Account/Cyberbanking Account

 

Fund Transfers between BEA Accounts in HK:

 
Type of Fund TransferWithdrawal Limit
(Per account per day)
Deposit Limit
(Per account per day)
Same currency fund transfer among sub-accounts of Supreme Account No limit No limit
Same currency fund transfer among sub-accounts of i-Account No limit No limit
  • Different currencies fund transfer among sub-accounts of Supreme Account
  • Different currencies fund transfer among sub-accounts of i-Account
  • Fund transfer to related account or designated third party account registered in Cyberbanking
HK$1,000,000 or its equivalent

For own related account
No limit

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

   
 
Type of Fund TransferWithdrawal Limit
(Per Cyberbanking account per day)
Deposit Limit
(Per deposit account per day)
Fund transfer to non-designated BEA accounts*

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

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

HK$50,000 or its equivalent
 
* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limits, please visit any BEA branch in person during office hours.
 
# 1024-bit digital certificate
   
  Fund Transfer to Other Local Banks, Telegraphic Transfer or Direct Remittance to BEA China Accounts or BEA UK Branch Accounts:
 
Type of Fund TransferWithdrawal Limit (Per Cyberbanking account per day)
Using OTP only or both OTP and digital certificate#Using digital certificate# only
To registered accounts HK$200,000 HK$100,000
To unregistered accounts* HK$50,000 HK$50,000
 
* Transaction limit for fund transfers/remittances to non-registered third party accounts will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limits, please visit any BEA branch in person during office hours.
 
# 1024-bit digital certificate
   
  Placement and Uplift of Time Deposit:
 
Type of Time Deposit AccountDeposit to/Withdrawal fromTransaction Limit
(Per account per day)
Supreme Account/i-Account - Time Deposit Account Supreme Account/i-Account - Sub-accounts

Same currency
No limit

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

Related accounts (except Supreme Account/i-Account - Sub-accounts) HK$1,000,000 or its equivalent
Related time deposit accounts (except Supreme Account/i-Account - Time Deposit Account) Related accounts HK$1,000,000 or its equivalent
   
 
Other Transaction Limits:
 
  • For using credit card accounts as withdrawal accounts in fund transfer transactions:

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

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

  • Bill payments and donations are confined to HKD only, with a limit of HK$100,000 per account per day. Such transactions will count towards the limit for fund transfers.
  • The maximum withdrawal limit for bill payments to high-risk merchants is HK$100,000 per Cyberbanking account per day. This limit applies to all merchants, except those under the following low-risk categories: Government or Statutory Organisation; Utilities; Education: Primary or Secondary School; and Education: Post-secondary or Specialised Institution.
  • The transaction limit for bill payments to high-risk merchants will be reset to zero if you have not made such a transaction via Cyberbanking for more than one year. To increase the transaction limit, please visit any BEA branch in person during office hours.
  • For purchase and sale of gold in gold account, the respective transaction limits are 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower.
   
Q1.6 Are there charges for any Cyberbanking services?
   
  There are charges for the following services:
  1. Fund Transfer
 
CategoryCharges per item
(in HK$ unless otherwise specified)
To BEA China accounts
- Direct Remittance
$100 (or its equivalent in USD)
To BEA UK Branch accounts
- Direct Remittance
$100 (or its equivalent in the withdrawal currency)^
To other banks (China and Overseas)
- Telegraphic Transfer
$100 (consisting of a $20 issuance fee and $80 cable charge)# (or its equivalent in any deposit currency)
   
  2. Cheque
 
CategoryCharges per item
(in HK$ unless otherwise specified)
Stop Payments $100 per instruction*
Cheque book delivery by registered mail $25 plus postage*
   
  3. Statement Request (ad hoc)
 
CategoryCharges per item
(in HK$ unless otherwise specified)
Paper statement $70 (or its equivalent in any deposit currency)
E-statement $20 (or its equivalent in any deposit currency)
   
 
^ This fee will be waived if you make a remittance from your Private Banking/SupremeGold Account to your own BEA UK Branch Account.
* USD equivalent is collected for USD current accounts.
CNY equivalent is collected for RMB current accounts.
# If you select HKD for both the remittance amount and withdrawal account, commission in lieu of exchange amounting to 0.25% of the remittance amount (minimum $100, maximum $1,000) will be levied. This fee will be waived when remitting to Mainland China.
   
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2. Service Hotlines

   
Q2.1 Who can I call if I have any problem or enquiry in using Cyberbanking?
   
  You can contact our branches or call the hotlines below during office hours:
 
HotlinesOffice Hours
Cyberbanking - Internet Hotline
(852) 2211 1321
Monday - Friday: 9:00 a.m. - 9:00 p.m.
Saturday: 9:00 a.m. - 5:00 p.m.
Cyberbanking - Telephone
(852) 2211 1888
SupremeGold Account
24 hours

Other accounts
Monday - Friday:


9:00 a.m. - 5:00 p.m.
Saturday: 9:00 a.m. - 1:00 p.m
PIN Lost Reporting Hotline
(852) 2211 1345
Monday - Friday: 9:00 a.m. - 9:00 p.m.
Saturday: 9:00 a.m. - 5:00 p.m
Customer Service Hotline
(852) 2211 1333
24 hours
Credit Card 24-hour Customer Service Hotline
(852) 3608 6628
  24 hours
   
  For phone numbers and addresses of our branches, please click here.
   
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3. Brief on Cyberbanking - Internet

   
Q3.1 What is the scope of Cyberbanking - Internet?
   
  You can perform the following functions through Cyberbanking - Internet:
 
  • Portfolio
  • Accounts (summary, activities, view e-statements)
  • Account Aggregation (BEA China account summary and activities and loan information)
  • Local fund transfers/telegraphic transfers, direct remittance and scheduled instructions
  • Bills/Donations and scheduled instruction
  • Time deposits (Enquiry, placement and uplift of deposits, and renewal instructions)
  • Rate enquiries (Deposit rates, exchange rates, and gold prices)
  • Requisition (Cheque books, statements and CyberAlerts)
  • Property loans (Mortgage term enquiry, property valuation, mortgage pre-approval, mortgage application, and calculation)
  • Consumer loans (Product information enquiry and repayment instruction)
  • Insurance (Travel insurance, China travel insurance, household insurance, domestic helper insurance, personal accident and medical insurance application)
  • Credit card (Account summary, direct debit authorization, bonus gallery, online payment security, and cash in hand application)
  • Margin trading (FX-commentary and product information)
  • MPF (Enquiry for account balance, contribution history, current investment, fund prices of constituent funds, change of investment choices, fund switching (for existing assets), and introduction)
  • Settings (Change PIN, register or change email and two-factor authentication)
  • Messages and Information (Service hours and Important Notes)
   
  Besides, you can obtain more details via the "Scope of Services" and the "New Features and Recent Developments" of the Cyberbanking.
   
Q3.2 What accounts can be accessed via Cyberbanking?
   
  The following accounts can be accessed once you register for access to them in person at a BEA branch:
 
  • SupremeGold Account
  • Supreme Account
  • i-Account
  • HKD current account
  • USD current account
  • RMB current account
  • Multi-currency statement savings account
  • Time deposit account
  • HKD savings account
  • FCY savings account
  • Credit card account
  • Foreign exchange margin trading account
  • Mandatory Provident Fund
  • Private Banking account
  • Securities account
  • Linked Deposits account
  • Gold account
   
Q3.3 What are the service hours for each function and account type?
   
  You can view the timetable of service hours for various functions and account types by clicking the Information icon button below the Cyberbanking logo.
   
  To provide the highest level of service quality, Cyberbanking performs weekly system maintenance. Cyberbanking, ATM, and ATM card services are unavailable from 3:00 a.m. to 6:00 a.m. on Mondays. For an updated maintenance schedule, please click here.
   
  Please note that all hours expressed in the time table are in HONG KONG time and so are all time expressions in all functions and their screens such as account balance screens.
   
Q3.4 How, when and where can I use Cyberbanking - Internet?
   
  If you access the Internet with the recommended hardware, software, and browsers, you can perform transactions under the service 24 hours a day, 7 days a week, and wherever you are.
   
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4. Operations of Cyberbanking - Internet

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

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

   
Q4.2 What are the minimum system requirements for using Cyberbanking?
   
 
Hardware
Computer or device with 500MHz or faster processor
128 MB of RAM
56kbps modem or faster internet connection
Screen resolution of 1024x768 (recommended)
   
 
Software
Operating System Windows Vista / Windows 7 / Windows 8 / Windows 8.1 (English, Traditional Chinese, or Simplified Chinese version)
Mac OSX
Browser
  • Internet Explorer
    Firefox
    Safari
    Google Chrome
  • Java*, JavaScript, TLS, and Cookies must be enabled
  • A Java Virtual Machine (JVM) must be installed*: Sun Micro JVM version 1.4.2_03 or later
  * Only applies to customers using a 1024-bit digital certificate to log in or perform designated transactions.
   
Q4.3 How can I print the information?
   
  The "Print" button is always available on the main menu. You can just click it when you want to print the information displayed onscreen.
   
Q4.4 How do I exit Cyberbanking - Internet?
   
  Click the "Log out" button whenever you want to exit the service. "Log out" buttons appear in the upper right corner below the Cyberbanking logo.
   
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5. Functions of Cyberbanking - Internet include:

Settings
5.1 Portfolio
5.2 Mobile banking/CyberAlerts
5.3 Messages
5.4 Change PIN
5.5 Two-factor authentication
5.6 Personal Information
5.7 Username
5.8 Overseas ATM Cash Withdrawals
   
Accounts
5.9 Accounts summary
5.10 E-statements/e-advice
5.11 Stop payments
5.12 Local fund transfers/telegraphic transfers & direct remittance/schedule instructions
5.13 e-Cheque services
5.14 Time deposits
5.15 Requisition - Statement/Cheque book/Demand draft/Cashier's order/PIN
5.16 Rate enquiries
   
Payments
5.17 Bills and donations
5.18 Schedule
   
Loans
5.19 Property - HK
5.20 Loans - China
   
Cards
5.21 Credit cards
   
Investments
5.22 Risk Assessment
5.23 Linked Deposits
5.24 Cyberfund Centre
5.25 FX/Precious Metal Margin
5.26 Gold
5.27 Market Express
5.28 Stock Trading
   
Insurance
5.29 Insurance
   
MPF
5.30 MPF
   
Account Aggregation
5.31 Account Aggregation
   
Faster Payment System (“FPS”) Addressing Service
5.32 Faster Payment System (“FPS”) Addressing Service
   
e-Direct Debit Authorisation (“eDDA”) service
5.33 e-Direct Debit Authorisation (“eDDA”) service
   
   
Homepage
   
5.1 Portfolio
   
Q5.1.1 What is "Portfolio"?
   
  "Portfolio" is a powerful personal financial function. It shows the profile of your different accounts, including those held at other banks, at a glance. It also allows you to manage all financial instruments under one roof.
   
Q5.1.2 What can I do with the "Portfolio" sub-function?
   
  You can view your net asset value at a glance. For a quick overview, a table is provided, which includes the total balance of accounts, the market value of stocks, the total value indication of properties, the total policy value of insurance, the total outstanding principal balance of loans, and the total outstanding balance of credit cards. For more details, you can also view each category separately.
   
Q5.1.3 What can I do in the "Deposits" sub-function?
   
  You can have an integrated overview of all your bank accounts, including those held at other banks.
   
Q5.1.4 What can I do in the "Stocks" sub-function?
   
  You can keep track of your securities holdings and its market value, even if your investments are held with different securities companies.
   
Q5.1.5 What can I do in the "Properties" sub-function?
   
  You can enquire the latest value indication of your properties anytime.
   
Q5.1.6 Can I revalue my property under "Properties" sub-function?
   
  Your property can be revalued within 30 days from the date of last valuation by clicking the "revalue" button, only if it is valued via instant valuation service by CyberValuation.
   
  However, the property cannot be revalued if you entered the market value by choosing "Self- enter the market value and relevant information".
   
Q5.1.7 Can I revalue the properties when the property information changed to red?
   
  No. Information in red means the data of the property has been expired. You should delete such property record and then re-enter the information instead.
   
Q5.1.8 What can I do in the "Loans" sub-function?
   
  "Loans" summarises the loan information in relation to your property and consumer loans with our Bank or other banks. As a result, it allows you to manage your liquidity more efficiently and effectively.
   
Q5.1.9 What can I do if I want to include the information of Consumer Loans with other financial institutions in Portfolio?
   
  You can input your Consumer Loan account details with other financial institutions to "Loans" under "Portfolio". Based on the information provided by you, the system will generate a repayment schedule and update the outstanding loan details for your reference.
   
Q5.1.10 What can I do in the "Credit Cards" sub-function?
   
  You can get your BEA Credit Card account information such as current balance, total balance, and minimum payment due at all times. Also, you can set up a payment reminder to avoid overdue interest.
   
5.2 Mobile banking/CyberAlerts
   
Q5.2.1 Can I see a demonstration of how to activate mobile banking?
   
  Please click here to view a demonstration of mobile banking activation.
   
Q5.2.2 Where can I go for information about the mobile banking service?
   
  Please click here to view FAQs about Cyberbanking - Mobile Phone.
   
Q5.2.3 What is CyberAlert?
   
  CyberAlert sends automatic alerts to customers who have registered for the service. Customers receive a real-time email, voice alert message, or SMS notification when cash over a pre-defined amount is withdrawn at an ATM.
   
Q5.2.4 Where can I use CyberAlert? Can I use the service outside Hong Kong?
   
  Yes. You can use the service in any area and country where your mobile network operator has GPRS roaming and/or overseas SMS coverage. However, your mobile network operator may charge you additional fees. For details, please refer to your mobile network operator.
   
Q5.2.5 How can I activate the CyberAlert service?
   
  Select "Settings", "Mobile Banking", enter the activation details, tick the "Setup CyberAlert" checkbox, and enter a minimum alert value. Then click "Proceed" to continue or "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the activation details by clicking "Confirm".
   
Q5.2.6 Do I need to activate my newly added account to use the CyberAlert service?
   
  To activate the service for newly added ATM cards and/or related accounts, select "Mobile Banking", "CyberAlerts", and then click "Edit".
   
Q5.2.7 If I have changed my mobile phone number, what should I do?
   
  To update your mobile phone number, terminate the service by selecting "Mobile Banking", "Details", and then clicking "Terminate". Then activate the service for your new mobile phone number.
   
Q5.2.8 How can I change the minimum alert value?
   
  To change the minimum alert value, select "Mobile Banking", "CyberAlerts", and then click "Edit".
   
5.3 Messages
   
Q5.3.1 What should I do if I have opinions or problems in using Cyberbanking - Internet?
   
  You can send an electronic message to our Bank by clicking the "Message" button under "Homepage".
   
  Also, you can just click the "Message" button in the transaction result box. The transaction details will be automatically included in the message content for the attention of our Bank.
   
Q5.3.2 How many messages can be retained in my Inbox and Outbox, and how long can these messages be retained?
   
  Your Inbox and Outbox can retain a maximum of 30 messages each for up to 4 years.
   
5.4 Change PIN
   
Q5.4.1 How can I change my PIN for Cyberbanking - Internet?
   
  You can change your PIN anytime by clicking "Settings" and then "Change PIN" under "Homepage".
   
Q5.4.2 Can I change PINs of other electronic channels through Cyberbanking - Internet?
   
  No. You can change your PIN of Cyberbanking - Internet only. To change PINs of other electronic channels, you should perform the "Change PIN" function in the corresponding channels.
   
5.5 FAQs for Two-factor Authentication
   
5.6 Personal Information
   
Q5.6.1 What does the "Personal Information" function allow me to do?
   
  This function enables you to check and update your personal account-related information conveniently online including your correspondence address and email address.
   
Q5.6.2 Who can use the "Personal Information" function?
   
  All personal customers of the following account types who have registered for one-time password ("OTP") or digital certificate# security can use the function.
 
  • SupremeGold Account
  • Supreme Account
  • i-Account
  • Cyberbanking Account
# 1024-bit digital certificate
   
Q5.6.3 How can I check and update my personal information?
   
  You can check and update your personal information by clicking "Homepage", "Settings", and then "Personal Information". To update your personal information, you are required to input an OTP or sign with a digital certificate#.

# 1024-bit digital certificate
   
Q5.6.4 When can I check/update my personal information?
   
  You can check/update your personal information 9:00 a.m. to 8:00 p.m. Monday to Saturday.
   
Q5.6.5 Can I update my Cyberbanking email address during non-service hours?
   
  Yes, you can update your Cyberbanking email address anytime by clicking "Homepage", "Settings", and then "Personal Information".
   
5.7 Username
   
Q5.7.1 How can I create username?
   
  To set your username, first log in using your account number, then set your username on the Username page under Settings. Your username must consist of 8-30 alphanumeric characters and must combine at least 3 numbers (0-9) and 3 letters in upper or lower case (A-Z, a-z). Spaces and other characters/symbols will not be accepted.

We strongly recommend that you set a unique username which is different from those you use for other web services (e.g. email accounts or other internet banking accounts), to protect yourself from malicious attacks.

Once your username has been created, you can use your username or account number to log in to Cyberbanking.
   
Q5.7.2 Can I change my username?
   
 
No. Your username cannot be changed once created.
   
5.8 Overseas ATM Cash Withdrawal Settings
   
Q5.8.1 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.
   
Q5.8.2 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.
   
Q5.8.3 When do I need to activate the overseas ATM cash withdrawal function?
   
  You are required to activate the overseas ATM cash withdrawal function before traveling. Your first overseas withdrawal should be made no more than six months from the activation start date that you set.
   
Q5.8.4 Is there any restriction on when I can set the end date?
   
  Yes, your overseas ATM cash withdrawal activation end date should be within 1 year of the start date, or before your card’s expiry date, whichever is earlier. You are advised not to set the valid period for longer than needed.
   
Q5.8.5 What is the maximum overseas daily withdrawal limit?
   
  The maximum overseas daily withdrawal limit is HK$20,000 or its equivalent per day per card, for a minimum withdrawal of HK$100 or its equivalent. You can set the limit in multiples of HK$100 according to your needs.
   
Q5.8.6 Can I activate more than one card at the same time?
   
  Yes, you can activate, edit settings for, or deactivate multiple cards at the same time.
   
Q5.8.7 How do I know whether the overseas ATM cash withdrawal function has been activated or 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, when deactivating the overseas ATM cash withdrawal function, no notification SMS will be sent.
   
Q5.8.8 Should I activate the overseas ATM cash withdrawal function as a matter of course?
   
  No. To protect your bank account, it is good practice to only activate the overseas cash withdrawal function for periods when you’re likely to need it. This allows BEA’s ATM system to protect you from unauthorised overseas ATM cash withdrawal transactions.
   
Accounts
   
5.9 Account summary
   
Q5.9.1 What information can I obtain through the "Accounts" function?
   
 
There are four sub-functions under the "Accounts" function. These are:
"Summary" : to enquire about the current and the available balances of all accounts.
"Activities" : to enquire about the current day's transactions 1, any 60 days' transactions up to today, or the transaction history up to the last 12 months.
"Statements" : to view the account statement via Cyberbanking - Internet,
to set up delivery instructions of e- statement and paper statement,
to request ad hoc paper statement and e-statement.
"Stop Payments" : to place stop payment order on cheques of HKD current, USD current and/or RMB current accounts.
Remarks:    
1 The credit card account only provides transactions performed via Cyberbanking - Internet.
   
5.10 E-statements/e-advice
   
Q5.10.1 What is e-statement service?
   
  E-statement service provides you with a convenient way to view your account statements online in PDF format via Cyberbanking - Internet.

Please click here to view a demonstration of e-statement service.
   
Q5.10.2 Which accounts provide e-statement service?
   
  At present, the following accounts provide e-statement service to Cyberbanking customers only. Additional accounts will provide this service to Cyberbanking customers in the future.
 
  • SupremeGold Account
  • Supreme Account
  • i-Account
  • Credit card account
  • HKD current account
  • USD current account
  • Multi-currency statement savings account
  • RMB current account
  • Securities account
  • Foreign Exchange and Gold Margin Trading Account
  • Time Deposit Account
   
Q5.10.3 How can I register for the e-statement service and cancel my paper statements?
   
  Log in to Cyberbanking and select "E-statements/e-advice" from the "Homepage" tab on the main menu. Check the box(es) under the appropriate column to select your account(s) and opt for e-statements and/or cancel paper statements.
   
Q5.10.4 How long will past e-statements be retained?
   
  E-statements can be accessed and viewed for a maximum period of two years via Cyberbanking - Internet.

Daily Foreign Exchange and Gold Margin e-statements will be retained for 90 days, and monthly statements for 1 year.
   
Q5.10.5 Why can't I view my e-statements?
   
  If you can't view your e-statements, please check whether you have successfully registered for the e-statement service. Please note that you have to install Adobe Reader version 6.0 or above to view your e- statements.
   
Q5.10.6 How can I identify the e-statement provided from BEA?
   
  Every e-statement in PDF format will be signed by a digital certificate of the Bank of East Asia for the purpose of proof of origin and integrity.

To validate the digital signature of the Bank, you need to download the Bank's digital certificate to your Adobe Reader. Please click here to view the procedure.
   
Q5.10.7 What is the e-advice service?
   
  E-advice enables you to view online transaction details (detailed below) via Cyberbanking - Internet. You will receive e-advice by default, but you can choose to receive paper advice if you prefer.
 
  • Foreign exchange fund transfers
  • Fund transfers to other local banks
  • Securities transactions
   
Q5.10.8 How can I choose to receive paper advice?
   
  Log in to Cyberbanking and select "E-statements/e-advice" from the "Homepage" tab on the main menu. Check the box(es) under the appropriate column to select the Transaction Type and opt for paper advice.
   
Q5.10.9 How can I view my e-advice?
   
  Log in to Cyberbanking and select "Accounts" from the "Accounts" tab on the main menu, then select "Statements/Advice" from the menu on the left.
   
Q5.10.10 How long will past e-advice be retained?
   
  E-advice can be accessed and viewed for a maximum period of 60 days via Cyberbanking - Internet.
   
Q5.10.11 Why do the partial payer name and remarks cannot display in e-statement and paper advice?
   
  Payer name (max. 40 characters) and remarks (max. 12 characters) display subject to characters limit in e-statement and paper advice.
   
5.11 Stop payments
   
Q5.11.1 What does the "Stop Payments" sub-function do?
   
  This allows you to place an instruction to stop payment on one or more cheques. Click the "Stop Payments" under "Accounts". Service charges will be levied on each stop payment order.
   
5.12 Transfers
   
[Local fund transfers]
   
Q5.12.1 What does the "Transfers" function allow me to do?
   
  You can transfer funds from your accounts to other BEA accounts or accounts held at other local banks with or without prior registration. You can transfer funds to other local banks and the funds transferred will normally be available in the beneficiary's bank account on the date of the transaction.

Please click here to view the demonstration of “How to use Faster Payment System (FPS)”.
   
Q5.12.2 What is the minimum transaction amount when buying foreign currency?
   
  The minimum transaction amount is HK$20.
   
Q5.12.3 What should I do if I want to submit a fund transfer instruction to BEA?
   
  After clicking "Transfers" in the menu, you should select the type of transfer and input the transaction details. Then, you should click the "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.12.4 How do I know whether my fund transfer instruction has been successfully submitted?
   
  If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.
   
Q5.12.5 What does the "Schedule" sub-function allow me to do?
   
  This sub-function allows you to set up, enquire, edit, and delete records of scheduled transfers that have not been executed.
   
Q5.12.6 What does the "Templates" sub-function allow me to do?
   
  This sub-function allows you to create, change, and delete your templates.
   
[Telegraphic transfers & direct remittance]
   
Q5.12.7 What does the "Telegraphic Transfer" function allow me to do?
   
  You can transfer funds from your accounts to overseas bank accounts with or without prior registration in more than 10 major international currencies including HKD, USD, CNY, AUD, CAD, CHF, GBP, SGD, JPY, NZD, and EUR. Service charges will be levied on each telegraphic transfer transaction.
   
Q5.12.8 What is the minimum transaction amount when transferring funds overseas?
   
  The minimum transaction amount when transferring funds overseas is HK$1,000, JPY10,000, or 100 in any other available currency.
   
Q5.12.9 What should I do if I want to submit a telegraphic transfer instruction to BEA?
   
  After clicking "Transfers" under "Accounts" and then click "Other Banks (China & Overseas)" or "Remittance" under "Payments" in the menu, you can input the transaction details. Then, you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you can verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.12.10 How can I know the status of my telegraphic transfer instruction?
   
  You can enquire about the status of a telegraphic transfer instruction via the "Enquiry" sub-function if it has been accepted by the Bank. The status will be one of the following:
   
 
  Status Meaning
  Received: The Bank has received your instruction.
  Confirmed: The Bank has processed your instruction.
  Rejected: The Bank has rejected your instruction.
   
Q5.12.11 What does the "Schedule" sub-function allow me to do?
   
  This sub-function allows you to set up, check, edit, and delete records of scheduled transfers that have not been executed.
   
Q5.12.12 What does the "Templates" sub-function allow me to do?
   
  This sub-function allows you to create, change, and delete your templates.
   
Q5.12.13 What does the "direct remittance" function allow me to do?
   
  You can transfer funds from your account to a BEA China or BEA UK Branch account with or without prior registration. The remitted amount will be credited instantly. This service is available in HKD or USD (to BEA China accounts) and HKD, USD, GBP, and EUR (to BEA UK Branch accounts). A service charge will be levied on each transaction.
   
[Schedule]
   
Q5.12.14 If I made a scheduled instruction for a local/telegraphic fund transfer, when will the amount be debited from my withdrawal account?
   
  The Bank will debit the amount from your designated account in the early morning (Hong Kong time) on the day of the execution of your instruction.
   
Q5.12.15 Can I place a single instruction or recurring scheduled instructions for local/telegraphic transfer?
   
   
  You can place a one-time scheduled instruction by selecting the designated date for transfer or a recurring instruction under one of the following frequencies:
   
 
  • weekly
  • bi-weekly
  • monthly
  • bi-monthly
  • quarterly
  • half-yearly
  • yearly
   
Q5.12.16 If the local fund transfer instruction is scheduled to be executed on a Sunday or public holiday or if the telegraphic transfer instruction is scheduled to be executed on a Saturday, Sunday, or public holiday, when will it be executed?
   
  If your local fund transfer instruction is scheduled for execution on a Sunday or public holiday, or if your telegraphic transfer instruction is scheduled for execution on a Saturday, Sunday, or public holiday, the instruction will be executed on the following working day.
   
Q5.12.17 If my account does not maintain sufficient funds, will the scheduled instruction be executed?
   
  No, in the event that there are insufficient funds in the withdrawal account to complete a scheduled instruction, the Bank may choose, at its sole discretion, not to execute such instruction and may charge the account for the unsuccessful instruction.
   
Q5.12.18 If a scheduled instruction for a local/telegraphic transfer has been made via the Internet, can I edit or cancel the instruction if any error is detected?
   
  Yes, you can edit or cancel your instruction before the execution date. A new scheduled instruction number will be assigned automatically when you confirm the amendment of the existing scheduled instruction. However, you cannot edit or cancel the instruction on the execution date.
   
Q5.12.19 How can I find out if my local/telegraphic transfer was successful on the Execution Date?
   
  If the transaction is successfully executed, the Bank will notify you by sending an email to your designated email address, or you can check your account activity via Cyberbanking.
   
Q5.12.20 When will I receive an email reminder?
   
 

You will receive an email reminder under the following situations:

  • 3 working days before the execution of a scheduled instruction (No email reminder will be issued if the difference between the scheduled instruction setup and execution date is less than 3 working days.)
  • Immediately following the setup/revision/deletion of a scheduled instruction
  • Immediately following the successful/unsuccessful execution of a scheduled instruction
  • 1 month before the expiry date of a scheduled instruction (No email reminder will be issued if the difference between the scheduled instruction setup date and expiry date is less than 1 month.)
   
Q5.12.21 How can I change my email address?
   
  To change your email address, please click "Settings" and then "Personal Information" under "Homepage", then input your new email address and click "Proceed".
   
 
Verify your new email address on the next screen and then click "Confirm".
   
Q5.12.22 Can I schedule instructions in a foreign currency?
   
  Yes, but the currency of the scheduled fund transfer must be the same as the account to be debited.
   
Q5.12.23 If I do not enter an email address during the setup of a scheduled instruction, will I receive an email reminder?
   
  You will not receive an email reminder if you do not enter your email address during the setup of a scheduled instruction. You can enter your email address under the following situations:
 
  • you are editing a scheduled instruction
  • you are setting up a new scheduled instruction
   
Q5.12.24 How far into the future can I set the expiry date for a recurring scheduled instruction?
   
  The expiry date of a scheduled instruction must be within two years of the setup date.
   
Q5.12.25 How do I set up a Renminbi standing instruction?
   
  You can set up single or recurring Renminbi standing instructions for currency exchange and remittance to China via the Cyberbanking internet service. Select "Accounts", "Transfers", and then "Renminbi Standing Instructions". You can trace your instruction records using the "Summary" and "Activities" functions.
   
5.13 e-Cheque services
   
Q5.13.1 Where can I go for information about the e-Cheque services?
   
  Please click here to view FAQs about e-Cheque services.
   
5.14 Time deposits
   
Q5.14.1 What does the "Time Deposits" function allow me to do?
   
  You can enquire your deposits, place and uplift a deposit, and give deposit maturity instructions in the "Time Deposits" function.
   
Q5.14.2 Where can I find my time deposit records?
   
  Choose "Summary" to view deposit records of all your time deposit accounts. You can also view the deposit records of each time deposit account.
   
  For details of individual deposits, click on the relevant deposit number.
   
Q5.14.3 What should I do if I want to submit a deposit placement to BEA?
   
  Select "Account", "Time Deposits", and "Placement", then input the transaction details and select the maturity instruction. Click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details (and the interest/exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.14.4 What should I do if I want to submit a deposit uplift to BEA?
   
  Select "Account", "Time Deposits", "Summary", and then "Uplift" from the table, input the transaction details and click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details (and the interest/exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.14.5 What should I do if I want to submit a maturity instruction to BEA?
   
  Select "Account", "Time Deposits", "Summary", and then "Add" or "Edit" from the table, select the maturity instruction and click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.14.6 What deposit types can I operate in the "Deposits" function?
   
 
  • HKD time deposit with BEA
  • FCY time deposit with BEA
   
Q5.14.7 How do I know whether my deposit placement, uplift, or maturity instruction has been successfully submitted?
   
  If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.
   
Q5.14.8 What kinds of instructions can I place in the "Add Maturity Instruction" or "Edit Maturity Instruction"?
   
  There are three types of instructions available:
 
  • Renew P+I
  • Renew P
  • Uplift P+I
   
5.15 Requisition
   
[Statement/Cheque book]
   
Q5.15.1 What does the "Statement / Cheque Book" function allow me to do?
   
  You can request an account statement or cheque book. The service charge will be debited from the account.
   
Q5.15.2 How will I receive my cheque book?
   
  Your cheque book will be mailed to your correspondence address on record at BEA by ordinary mail (postage waived) or by registered mail (charge applies). If you choose to have your cheque book delivered by registered mail, the service charge will be automatically debited from your current account.
   
[Demand draft/Cashier's order]
   
Q5.15.3 What should I do if I want to place an instruction of Demand Draft/Cashier's Order?
   
  You just fill in the corresponding application, and select the handling branch for processing. After the application is successfully accepted, our branch colleagues will contact you for further processing. You need to go to the specified handling branch in person to complete the application form.
   
[PIN]
   
Q5.15.4 What does the "PIN" function allow me to do?
   
  You can request a PIN for phone banking or for use at an ATM.
   
Q5.15.5 How will I receive my PIN?
   
 
You need to go to the designated collecting branch in person to collect your PIN.
   
5.16 Rate enquiries
   
Q5.16.1 What information can I obtain through the "Rate Enquiries" function?
   
  You can view the following financial information:
 
  • Hong Kong dollar savings and deposit interest rates
  • Foreign currency savings and deposit interest rates
  • Foreign currency T/T exchange rates and Gold
  • Foreign currency notes exchange rates
  • Chinese Yuan non-deliverable forward
   
Payments
   
5.17 Bills and donations
   
Q5.17.1 What does the "Payments" function allow me to do?
   
  You can pay bills, make donations, and remit funds to local and overseas bank accounts. For your convenience, Cyberbanking enables you to conduct transactions with more than 600 merchants and charitable organizations.
   
Q5.17.2 What should I do if I want to submit a bill payment or donation instruction to BEA?
   
  After clicking "Bills" or "Donations" in the menu, you can input the transaction details. Then you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details (and the exchange rates, if applicable) by clicking "Confirm" or cancel the transaction by clicking "Cancel".
   
Q5.17.3 How do I know whether my payment instruction in "Bills" or "Donations" has been successfully submitted?
   
  If the instruction is accepted, the message "Transaction completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction records.
   
Q5.17.4 Are "Bills" or "Donations" provided 24-hour service?
   
  Yes. However, "Bills" or "Donations" transactions will be valued on next working day if the transaction is completed after cut-off time on each working day, on Sundays/public holidays; or when Typhoon No.8 signal or Black Rainstorm warming is hoisted.
   
Q5.17.5 How do I start using the e-bill service?
   
  Click "Payment", "Bills", and "E-bills", and then enrol for your e-bills by selecting from the available merchants. You will receive confirmation by email and webmail once your enrolment is successful.
   
Q5.17.6 Are there any charges for the e-bill service?
   
  The e-bill service is free for Cyberbanking customers.
   
Q5.17.7 Will I receive notifications for my e-bills?
   
  Email and webmail notifications will be sent to you when you receive an e-bill summary from a merchant. You can also view your e-bills using the "E-bill Summary" function.
   
Q5.17.8 How do I pay my e-bills?
   
  To pay an e-bill, go to "E-bill Summary" and click "Pay" next to the bill you want to pay. Payments for bills can be made in HKD, USD, and RMB. You can pay bills individually, or schedule regular payments.
   
Q5.17.9 How do I make e-donations?
   
  Click "Payments", "Donations", and "E-donation", then click "Make an e-donation" next to the date selection box. Donations can be made in HKD, USD, and RMB. You will receive an e-donation receipt from the charity via webmail.
   
Q5.17.10 Can I pay a bill by phone?
   
  Only payments to JETCO merchants can be made by phone. Bill payment templates are required for high-risk merchant payments. The templates apply to all merchants, except those under the following low-risk categories: Government or Statutory Organisation; Utilities; Education: Primary or Secondary School; and Education: Post-secondary or Specialised Institution.

You can also pay bills from over 800 merchants by internet or mobile phone.
   
Q5.17.11 Can I pay a bill by Credit Card?
   
  You can pay mostly of bills by your credit card except "Bank of East Asia", "Citibank Credit Card", "Hong Kong Jockey Club", and "Initial Public Offerings". However, a handling fee equals to 4% of the payment amount plus HK$20 per transaction (minimum: HK$100) will be levied on each online payment made to merchants under the categories of "Banking & Credit Card Services", "Credit/Financial Services", or "Securities Trading", and such fee will be charged to the credit card account of the cardholder.
   
Q5.17.12 How do I create bill payment templates for phone payments?
   
 
To create bill payment templates for phone payments, follow these steps:
1. Log in to the Cyberbanking internet service and select "Payment", "Templates", "Bills", and then "Phone Payment". 
2. Enter the template details, verify the details, and click "Confirm". 
   
Q5.17.13 How do I create bill payment templates for mobile phone payments?
   
 
To create bill payment templates for mobile phone payments, follow these steps:
1. Log in to the Cyberbanking internet service and select "Settings", "Mobile Banking", and then "Templates".
2. Select "Bills" or "Donations".
3. Enter the template details, verify the details, and click "Confirm". The newly-added template will initially be suspended.
4. Click "Resume" on the corresponding template to enable the template.
   
Q5.17.14 Are there any additional security measures for bill payments?
   
  In order to strengthen security, you must use either a one-time password or digital certificate# to execute a bill payment transaction or create a template, except when the receiving merchant falls under the "Government or Statutory Organisation", "Utilities", "Education: Primary or Secondary School", or "Education: Post-secondary or Specialised Institution" categories.

# 1024-bit digital certificate
   
5.18 Schedule
   
Q5.18.1 What does the "Schedule" sub-function allow me to do?
   
  This sub-function allows you to set up, enquire, change, and delete records of scheduled payments that have not been executed.
   
Q5.18.2 What does the "Templates" sub-function allow me to do?
   
  This sub-function allows you to create, change, and delete your templates.
   
Q5.18.3 If I place a scheduled instruction to pay my bill, do I need to register the relevant merchant first?
   
  No, you are not necessary for prior registration. Your scheduled instruction will be executed on "Execution Date".
   
Q5.18.4 If I made a scheduled instruction for "Bills" or "Donations", when will the amount be debited from my withdrawal account?
   
  The Bank will debit the amount from your designated account in the early morning (Hong Kong time) on the day of the execution of your instructions.
   
Q5.18.5 Can I place a single instruction or recurring scheduled instructions for payment?
   
   
  You can place a one time scheduled instructions by selecting the designated data for payment or a recurring instructions under one of the following frequencies:
   
 
  • weekly
  • bi-weekly
  • monthly
  • bi-monthly
  • quarterly
  • half-yearly
  • yearly
   
Q5.18.6 If the payment instruction is scheduled to be executed on a Sunday or public holiday, when will it be executed?
   
  If your instruction is scheduled for execution on a Sunday or public holiday, the instruction will be executed on the following working day.
   
Q5.18.7 If my account does not maintain sufficient funds, will the scheduled instruction be executed?
   
  No, in the event that there are insufficient funds in the withdrawal account to complete a scheduled instruction, the Bank may choose, at its sole discretion, not to execute such instruction and may charge the account for the unsuccessful instruction.
   
Q5.18.8 If a scheduled instructions for "Bills" or "Donations" has been made via the Internet, can I edit or cancel those instruction if any error is detected?
   
  Yes, you can edit or cancel your instructions before the "execution date". A new scheduled instruction number will be assigned automatically when you confirm the amendment of the existing scheduled instruction. However, you cannot edit or cancel your instructions on the "execution date".
   
Q5.18.9 How can I find out my bill was successful on the "Execution Date"?
   
  If the transaction is successfully executed, the Bank will notify you by sending an email to your designated email address, or you can check your account activity via Cyberbanking.
   
Q5.18.10 When will I receive an email reminder?
   
 

You will receive an email reminder under the following situations:

  • 3 working days before the execution of a scheduled instruction (No email reminder will be issued if the difference between the scheduled instruction setup and execution date is less than 3 working days.)
  • Immediately following the setup/revision/deletion of a scheduled instruction
  • Immediately following the successful/unsuccessful execution of a scheduled instruction
  • 1 month before the expiry date of a scheduled instruction (No email reminder will be issued if the difference between the scheduled instruction setup date and expiry date is less than 1 month.)
   
Q5.18.11 How can I change my email address?
   
  To change your email address, please click "Settings" and then "Personal Information" under "Homepage", then input your new email address and click "Proceed".
   
 
Verify your new email address on the next screen and then click "Confirm".
   
Q5.18.12 If I do not enter an email address during the setup of a scheduled instruction, will I receive an email reminder?
   
  You will not receive an email reminder if you do not enter your email address during the setup of a scheduled instruction. You can enter your email address under the following situations:
 
  • you are editing a scheduled instruction
  • you are setting up a new scheduled instruction
   
Q5.18.13 How long is the recurring scheduled instruction valid?
   
  The recurring scheduled instruction could be last for 2 years.
   
Loans
   
5.19 Property - HK
   
Q5.19.1 What can I do if I have enquiries on Hong Kong Property Loans?
   
  You can call our customer hotline on (852) 3608 8686 during the following hours for the enquiries.
   
 
  Monday - Friday : 9:00 a.m. - 5:30 p.m.
  Saturday : 9:00 a.m. - 1:00 p.m.
   
Q5.19.2 How do I know whether my mortgage pre-approval application has been approved?
   
  If the application is approved, the message "Approval in principle is granted" and a transaction reference number will be displayed onscreen. Otherwise, a rejection message will appear. You can also click the "Print" button to print the application record.
   
Q5.19.3 How do I request a written pre-approval letter?
   
  If approval in principle is granted to your mortgage pre-approval application, you can request a written pre-approval letter by clicking the "Request written pre-approval letter" button on the pre-approval confirmation page.
   
Q5.19.4 How do I know whether my mortgage application has successfully been accepted?
   
  If the application is accepted, the message "Application received" and a transaction reference number will be displayed onscreen. Otherwise, a rejection message will appear. You can also click the "Print" button to print the application record.
   
5.20 Loans - China
   
Q5.20.1 What information can I check using this service?
   
  You can view your BEA China loan account information, including your payment schedule and history, through Hong Kong Cyberbanking, but you must have BEA Hong Kong and BEA China bank accounts and use personal internet banking for both.
   
Q5.20.2 Do I need to apply for this service?
   
  Yes, you need to enrol for the account aggregation service at any BEA branch and activate the service via Hong Kong Cyberbanking to view your BEA China loan account information.
   
Q5.20.3 How can I activate this service?
   
  Please click here for details.
   
Cards
   
5.21 Credit cards
   
Q5.21.1 What can I do in the "Bonus Gallery" sub-function under the "Credit Cards" function?
   
  You can online place the Bonus Points redemption order or the mileage conversion.
   
Q5.21.2 What should I do if I want to place the Bonus Points redemption order or the mileage conversion?
   
  Choose the "Bonus Gallery" sub-function under the "Credit Cards" function, and select the credit card accounts for deducting the required bonus points and charging the required purchase amount.

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

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

To complete the order placement, please fill in the order details, Royal Orchid Plus membership no., and delivery details (if applicable). You can verify and confirm the order details by clicking the "Confirm" button or cancel the transaction by clicking the "Cancel" button.
   
Q5.21.3 How do I know whether my redemption order placed is completed?
   
  If the order placement is accepted, a message "Transaction Completed" and an order serial number will be displayed onscreen.

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

You can then click the "OK" button to complete your redemption order placement.
   
Q5.21.4 How can I get a summary record of my redemption order?
   
  You can click the "Print" button on completed screen to print out the order details for your reference.
   
Q5.21.5 How can I know if your card center has processed my Direct Debit Authorisation ("DDA") request?
   
  A confirmation letter will be sent to you by post as soon as we receive your request.
   
Q5.21.6 When shall I know my DDA has been setup?
   
  A confirmation letter will be sent to you when the DDA has been setup.
   
Q5.21.7 How will I know if the DDA has been setup if the confirmation letter is lost in transit?
   
  The message "Your account will be settled by autopay" will appear on your credit card statement if the DDA has been successfully setup.
   
Investments
   

5.22 Risk Assessment

   
Q5.22.1 Where can I view or update my risk tolerance level?
   
  To view or update your risk tolerance level, simply visit the Bank's website at www.hkbea.com, log in to Cyberbanking, select "Investment" from the main menu, and then select "Risk Assessment".
   

Q5.22.2

How is the risk tolerance level defined?

   
 

At BEA, we classify our customers' risk tolerance level into five categories:

   
 

Risk Tolerance Level

Client Risk Profile

Attributes and Risk Preferences

1

Low

Conservative

You are an investor who has little or limited expertise and experience in investment; and /or is willing to accept lower return in exchange for a higher degree of stability and certainty.

2

Medium

Balanced

You are an investor who has some experience and knowledge in financial investment; is willing to accept some investment risks in exchange for a potentially higher but relatively stable return; and/or has tendency to develop a lower risk investment portfolio.

3

Medium to High

Growth

You are an investor who has reasonable expertise or experience in financial investment; is willing to accept considerable investment risk in exchange for a potentially higher return; and/or has sound financial capability to absorb the corresponding investment loss.

4

High

Aggressive

You are an investor who has considerable expertise or experience in financial investment; is willing to accept significant investment risk in exchange for a potentially significant return; and/or has strong financial capability to bear loss from high-risk investment.

5

Very High

Speculative

You are an investor who demonstrates a strong preference for or expertise or experience with high-risk, structured or leveraged products; is willing to accept significantly high investment risk in exchange for a potentially substantial return; and/or has solid financial capability to tolerate loss in a high-risk investment.

   
Q5.22.3 How is the BEA risk level defined?
   
  The BEA Risk Levels are listed as below:
   
 
BEA Risk LevelCorresponding Investment Preference
1 Low Suitable for an investor who is willing to accept lower returns in exchange for a higher degree of stability and certainty.
2 Medium Suitable for an investor who is willing to accept some investment risks in exchange for a potentially higher but relatively stable return.
3 Medium to High Suitable for an investor who is willing to accept considerable investment risk in exchange for a potentially higher return.
4 High Suitable for an investor who is willing to accept significant investment risk in exchange for a potentially significant return.
5 Very High Suitable for an investor who is willing to accept significant high investment risk in exchange for a potentially substantial return.
   
Q5.22.4 How long is my risk assessment record valid for?
   
  The results of your risk assessment questionnaire are valid for one year.
   
5.23 Linked Deposits
   
Q5.23.1 What are Linked Deposits?
   
  Linked Deposits are structured products which involve or have embedded derivatives. The total return of a linked deposit is subject to the performance of the underlying financial instruments. However, linked deposits are not the same as, nor should they be treated as a substitute for, traditional time deposits. Please refer to the Principal Brochure of each specific linked deposit the details of the product features and risk factors. 
   
Q5.23.2 How do I access Linked Deposit services?
   
  To access the services, simply visit our website at www.hkbea.com, log in to Cyberbanking, select "Investments" from the main menu, and then select "Linked Deposits". 
   
Q5.23.3 What types of Linked Deposits are provided?
   
  The following types of Linked Deposits are provided:
 
  • Currency Linked Deposits
  • Equity Linked Deposits
  • Basket Equity Linked Deposits - with Callable and Optional Kick-in Features
  • Single Equity Linked Deposits - with Callable and Optional Kick-in Features
  • Barrier Touch Currency Linked Deposits
  • Callable Interest Rate Index Linked Deposits
   
Q5.23.4 What kind of account do I need?
   
  You should be a personal banking customer holding a SupremeGold Account, Supreme Account, or i-Account with a Linked Deposit Account to place orders for Currency Linked Deposits. Moreover, you should hold a Linked Deposit Account and a securities sub-account to place orders for Equity Linked Deposits. 
   
Q5.23.5 How can I check my Linked Deposit transaction status and history?
   
 

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

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

   

Q5.23.6

What are the service hours for online Linked Deposit services?

 
Functions
   
Linked Deposit Account Enquiry 24 hours  
Rate Enquiry    
Currency Linked Deposits Monday-Friday: 9:15 a.m. - 7:00 p.m.
Equity Linked Deposits Monday-Friday: 9:30 a.m. - 12:00 noon
1:00 p.m. - 3:45 p.m.
 
Basket Equity Linked Deposits -
with Callable and Optional Kick-in Features
Monday-Friday: 10:00 a.m. - 3:45 p.m.
Single Equity Linked Deposits -
with Callable and Optional Kick-in Features
Monday-Friday: 10:00 a.m. - 3:45 p.m.
Barrier Touch Currency Linked Deposits Monday-Friday: 10:00 a.m. - 3:45 p.m.
Callable Interest Rate Index Linked Deposits Monday-Friday: 10:00 a.m. - 3:45 p.m.
Order Placement    
Currency Linked Deposits Monday-Friday: 9:15 a.m. - 5:30 p.m.
Equity Linked Deposits Monday-Friday: 9:30 a.m. - 12:00 noon
1:00 p.m. - 3:45 p.m.
 
Basket Equity Linked Deposits -
with Callable and Optional Kick-in Features
Monday-Friday: 10:00 a.m. - 3:45 p.m.
Single Equity Linked Deposits -
with Callable and Optional Kick-in Features
Monday-Friday: 10:00 a.m. - 3:45 p.m.
Barrier Touch Currency Linked Deposits Monday-Friday: 10:00 a.m. - 3:45 p.m.
Callable Interest Rate Index Linked Deposits Monday-Friday: 10:00 a.m. - 3:45 p.m.
   
Q5.23.7 Will I receive notifications for increased product risk and changes to important information related to linked deposits (such as Occurrence of Potential Adjustment Event, Market Disruption Event etc.)?
   
 

Yes. You will be sent webmail notifications, which you can check after logging in to Cyberbanking. You will continue to receive these physical notifications as well.

5.24 Cyberfund Centre
   
Q5.24.1 What is the Cyberfund Centre?
   
  You can use the Cyberfund Centre to search for, compare, and subscribe to funds; place redemption and switching orders; check your fund portfolio; and view the latest fund news.
   
Q5.24.2 How do I access the Cyberfund Centre?
   
  To access the Cyberfund Centre, simply visit the Bank's website at www.hkbea.com, log in to the Cyberbanking portal, select "Investments" from the main menu, and then select "Cyberfund Centre".
   
Q5.24.3 What services does the Cyberfund Centre provide?
   
  The Cyberfund Centre provides the following information and services:
 
  • Fund subscription
  • Fund redemption
  • Fund switching
  • Application for monthly investment plan
  • Unit trust portfolio details
  • Fund comparison
  • Trade Basket
  • Risk assessment
  • Order status
  • Latest market information
  • Information on unit trust investments
   
   
Q5.24.4 What kind of account do I need to use the Cyberfund Centre?
   
  To use the Cyberfund Centre, you should be a personal banking customer holding a SupremeGold Account, Supreme Account, or i-Account with a securities sub-account and a multi-currency statement savings account as the settlement account.
   
Q5.24.5 How many funds can I subscribe to in each transaction?
   
  You can only subscribe one fund per transaction.
   
Q5.24.6 Where can I find fund information?
   
  You can check a fund's fact sheet and prospectus under the document column "Doc" in the fund search result table.
   
Q5.24.7 How do I check the reference market value of fund investments in my account?
   
  You can check the fund's holding units and reference market value in the fund's base currency or in Hong Kong dollars on the "Redemption/Switching/Portfolio Details" page.
   
Q5.24.8 How do I redeem or switch funds?
   
  You can redeem or switch a fund via the "Redemption/Switching/Portfolio Details" page.
   
Q5.24.9 Can I redeem or switch fund units partially through the Cyberfund Centre?
   
  Yes, you can redeem or switch fund units partially via the "Redemption/Switching/Portfolio Details" page.
   
Q5.24.10 How many funds I can redeem in each transaction?
   
  You can redeem up to four funds per transaction.
   
Q5.24.11 How many funds I can switch in each transaction?
   
  You can only switch one fund per transaction.
   
Q5.24.12 Where can I find my transaction status and history?
   
  You can find your transaction status and history on the "Order Status" page.
   
Q5.24.13 Can I store intended subscription amounts in my Trade Basket?
   
  Yes - simply enter the amount you intend to subscribe and click "Save".
   
Q5.24.14 Can I amend/terminate my Monthly Investment Plan (“MIP”) through Cyberbanking?
   
  No, this can’t be done through Cyberbanking. Please visit one of our branches to amend/terminate your current MIP.
   
Q5.24.15 My browser displays the message "Cookies are disabled. Please check your browser settings and try again." whenever I click "Cyberfund Centre". What's wrong?
   
  Please click here to learn how to adjust your browser settings.
   
Q5.24.16 Will I receive notifications for increased product risk and notices to shareholders related to fund trading?
   
  Yes. You will be sent webmail notifications, which you can check after logging in to Cyberbanking. You will continue to receive these physical notifications as well.
   
5.25 FX/Precious Metal Margin
   

 

Please click here to view FAQs about Cyberbanking - FX/Precious Metal Margin.
   
5.26 Gold
   

Q5.26.1

What is Cyberbanking's Gold trading?

   

 

Cyberbanking's Gold trading is a one-stop online gold trading service. You can enjoy the following services via Cyberbanking:
 
  • Gold trading
  • Gold Account enquiry
  • Gold price enquiry
   
Q5.26.2 How can I place gold trading orders via the Internet?
   
  You must be the account holder of a Gold Account with either a statement savings account or current account as your settlement account. These accounts should be registered under Cyberbanking for online transactions. To activate the service, please visit your nearest BEA branch during office hours.
   
Q5.26.3 Do I need to register for online Gold trading service again if I have registered for a Gold Account via the Cyberbanking - Phone?
   
  It is not necessary to register again. You simply need to log in to Cyberbanking - Internet to enjoy gold trading service.
   
Q5.26.4 Will the transaction history display all transactions if I place gold trading orders at a branch or by phone?
   
  All transaction activities will be updated simultaneously under Cyberbanking, including Internet and phone channels, as well as transactions made at branches.
   
Q5.26.5 Can I view my entire transaction history?
   
  Through Cyberbanking, you can only enquire about transactions that have been conducted at branches, by phone, or via the Internet from the effective date of the Gold trading service.
   
Q5.26.6 How do I access Gold trading?
   
  Simply log in to Cyberbanking and click "Gold" under "Investments".
   
Q5.26.7 How do I check updated gold prices?
   
  You can simply click "Rate Enquiries" under "Accounts" or "Gold" under "Investments" in the main menu during service hours to check updated gold prices.
   
Q5.26.8 Is there any daily transaction limit for gold trading?
   
  Yes. The transaction limit is 150 taels or HK$500,000 or its equivalent per account per day, whichever is lower.
   
Q5.26.9 How do I know whether the gold trading transaction has been successfully submitted?
   
  If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. You can also click "Summary" under "Accounts" or "Gold" under "Investments" function to check your transaction history.
   
Q5.26.10 What is the gold price if it has changed during the gold trading transaction?
   
  The most updated gold price will be applied if the gold price has been changed during the transaction. You should verify and re-confirm the transaction details at that time.
   
Q5.26.11 Is there any charge for using Gold trading service?
   
  Gold Trading service is completely free of charge.
   
Q5.26.12 What are the service hours for online Gold trading and Gold Account enquiries?
   
  The service hours for making online Gold trading and Gold Account enquiries are as follows:
 
Gold Trading Monday-Friday: 9:00 a.m. - 5:00 p.m.
Gold Account Enquiry 24 hours
   
5.27 Market Express
   
Q5.27.1 What can I view in "Market Express" function?
   
  "Market Express" provides latest news, stock quote, top 10 gainers and losers, and company information, etc. It lets you know the latest market trend anytime, anywhere.
   
Q5.27.2 Is there any charge if I want to view information from "Market Express"?
   
  It is absolutely FREE of charge for Cyberbanking account holders.
   
Q5.27.3 What kinds of information can I obtain through the "Market News" sub-function?
   
  "Market News" provides latest financial news (Supreme Account holders can enjoy "Dow Jones Realtime Market News" totally free), stock quote (one hour delayed) and major indices of Hong Kong, Asia and World (one hour delayed).
   
Q5.27.4 What kinds of news can I obtain through the "Latest News" sub-function?
   
  "Latest News" provides latest financial news (Supreme Account holders can enjoy "Dow Jones Realtime Market News" totally free), company news and China B shares information, etc.
   
Q5.27.5 What information can I obtain through the "Stock Quotes" sub-function?
   
  "Stock Quotes" provides stock quote (one hour delayed), chart and major indices of Hong Kong, Asia and World (one hour delayed). Moreover, it also provides "Add to Stocks" function to let you keep track of your securities holdings and its market value.
   
Q5.27.6 What information can I obtain through the "Top 10" sub-function?
   
  "Top 10" shows top 10 gainers and top 10 losers that are ranked by percentage change of price.
   
Q5.27.7 What information can I obtain through the "Company Information" sub-function?
   
  "Company Information" provides company portfolio, profit and loss, balance sheet, financial ratio, corporate information, and cash flow of the listed company.
   
Q5.27.8 What should I do if I don't know the company stock code?
   
  You can use "Code Search" sub-function to obtain the company stock code by entering key-words of the company (e.g. company name).
   
5.28 Stock Trading
   
Q5.28.1 What securities can I trade through Stock Trading?
   
  You can buy/sell all stocks, funds, and warrants listed on the Hong Kong Stock Exchange.
   
Q5.28.2 Can I get real-time stock quotes?
   
  Stock Trading customers can receive real-time stock quotes on a continuous basis (only applicable to Hong Kong securities trading), or per quote.
   
Q5.28.3 What kinds of order can I place?
   
  You can place Day Orders, which will be cancelled after market close if not executed.
   
Q5.28.4 How do I know whether my order has been received by BEA?
   
  When we receive an order, we will send you a transaction reference number by email/SMS. You will also receive notification to your registered email address/mobile phone when an order has been placed, executed, cancelled or rejected.
   
Q5.28.5 What is the pre-opening session?
   
  Hong Kong Exchanges and Clearing Limited ("HKEx") has introduced a pre-opening session for the securities market, which starts at 9:00 a.m. and runs for 30 minutes before the morning trading session begins at 9:30 a.m.
   
Q5.28.6 If I place an order during the pre-opening session, what order type should I choose?
   
  You are advised to place "at-auction limit" orders, which can be distributed to the AMS/3 System from 9:00 a.m. to 9:15 a.m.
   
Q5.28.7 Can I amend or cancel an "at-auction limit order" after 9:15 a.m.?
   
  No order amendment/cancellation can be made to an "at-auction limit order" during the pre-order matching/order matching period of the pre-opening session, which lasts from 9:15 a.m. to 9:28 a.m.
   
Q5.28.8 Are there any additional costs for securities transactions beyond those mentioned in the Bank Charges for Custodial and Trade-related Services?
   
  Apart from the charges mentioned in the Bank Charges for Custodial and Trade-related Services, which you can find on the BEA website at hkbea.com, you should note that investing in companies which are incorporated in certain countries may be subject to additional taxes, including but not limited to a capital gains tax on gains earned on a sale of shares imposed by the Italian Authorities, a financial transaction tax on the purchase of shares issued by Italian companies and listed in Hong Kong, and a 10% dividend withholding when PRC enterprises distribute dividends to non-resident enterprise shareholders as enterprises income tax. You should understand the relevant requirements and prepare to pay additional taxes before making an investment.
   
Q5.28.9 What is the abbreviation and respective explanation of order statuses and system messages generated through the Online Dealing System?
   
  Please click here for more details.
   
Q5.28.10 How can I apply for the Shanghai-Hong Kong Stock Connect or Shenzhen-Hong Kong Stock Connect service?
   
  If you already have enrolled for stock trading at Cyberbanking, you can easily apply for the Shanghai-Hong Kong Stock Connect ("SHSC") or Shenzhen-Hong Kong Stock Connect ("SZSC") service online (only applicable to individual account) or by visiting any BEA branch.

If you are existing customer of SHSC service, you need to apply the SZSC via Cyberbanking (only applicable to individual account) or any BEA branch again.
   
Q5.28.11 How does the Shanghai-Hong Kong Stock Connect or Shenzhen-Hong Kong Stock Connect online service operate?
   
  The Shanghai-Hong Kong Stock Connect or Shenzhen-Hong Kong Stock Connect service and Hong Kong stock trading service are operating in the same trading platform with similar operating flow.

As they cover different markets, their settlement cycles are not the same. Northbound trades will follow the settlement cycle of the A-share market, i.e. securities are settled on the trading day ("Tday") while money is settled on T+1 day.
   
Q5.28.12 What is the settlement currency for the Shanghai-Hong Kong Stock Connect or Shenzhen-Hong Kong Stock Connect service?
   
  All Shanghai / Shenzhen A-shares transactions will be settled in renminbi ("RMB"). Please ensure you have sufficient RMB maintained in your settlement account at the time you place the buy order; otherwise, it will be rejected.
   
Q5.28.13 Why do my executed quantities of board lot buy orders include odd lot shares?
   
  Since board lot buy/sell orders and odd lot sell orders are matched together in a single platform of the Shanghai Stock Exchange ("SSE") / Shenzhen Stock Exchange ("SZSE") and have the same share price, the matched quantity of a board lot buy/sell order may ultimately include odd lots.
   
Q5.28.14 Can I sell odd lot Shanghai / Shenzhen A-shares through the internet trading system?
   
  Yes. Odd lot orders are accepted by our internet trading system if the quantity of the sell order is either equal to all the odd lot shares you hold or all the shares you hold including all odd lots and board lots.
   
Q5.28.15 Why can't I sell the Shanghai / Shenzhen A-shares I've purchased on the same day?
   
  Currently, day/turnaround trading is not allowed under the SHSC / SZSC.
   
Q5.28.16 When do funds from selling Shanghai / Shenzhen A-shares become available?
   
  Funds derived from sell orders will be credited to your settlement account on the following settlement day after the order is executed. This will be postponed to the next Hong Kong business day if the original settlement is not made on a Hong Kong business day.
   
Q5.28.17 Can I use the funds from selling Shanghai / Shenzhen A-shares to buy Hong Kong-listed RMB-denominated securities before settlement?
   
  No. Since the settlement cycles of the Shanghai / Shenzhen and Hong Kong market are different, you cannot use the funds from selling Shanghai / Shenzhen A-shares to buy Hong Kong-listed RMB-denominated securities before settlement. Similarly, you cannot use the funds from selling Hong Kong-listed RMB-denominated securities to buy Shanghai / Shenzhen A-shares.
   
Q5.28.18 Where can I obtain more information about the Shanghai-Hong Kong Stock Connect or Shenzhen-Hong Kong Stock Connect?
   
  You can visit the HKEx website for more information.
   
Q5.28.19 What is a Session Order?
   
  You no longer have to select an order type when placing an order through our stock trading service. Our system now automatically categorises your submitted order as a "Session Order", and the appropriate order type will be determined according to the current or next trading session when your order is dispatched to the market for matching and execution.
   
Q5.28.20 How do I use a Session Order?
   
  Since all your orders have been automatically categorised in our system as "Session Order", you are not required to change any order type yourself. The following examples illustrate the Session Order mechanism for your reference:

Example 1: If you place an order during the Pre-opening Session, your submitted Session Order will be automatically categorised as an At-auction Limit order and sent to HKEx for matching and execution.

Example 2: If you place an order during the Continuous Trading Session, your submitted Session Order will be automatically categorised as an Enhanced Limit order and sent to HKEx for matching and execution.

Example 3: If you place an order during the Closing Auction Session, your submitted Session Order will be automatically categorised as an At-auction Limit order and sent to HKEx for matching and execution.
   
Q5.28.21 What is the Closing Auction Session?
   
  HKEx launched a Closing Auction Session for the securities market on 25th July, 2016, including all Hang Seng Composite LargeCap Index and Hang Seng Composite MidCap index constituent stocks, all H shares which have corresponding A shares listed on exchanges in Mainland China, and all ETFs (together the "CAS securities"). Under Closing Auction Session arrangements, you will have up to 10 extra minutes to trade CAS securities at the allowable price limit. For more information, please visit the HKEx website.
   
Q5.28.22 Can I amend or cancel orders during the "No Cancellation Period" and "Random Closing Period" of the Closing Auction Session?
   
  No amendment/cancellation of orders is allowed during that period of time.
   
Q5.28.23 What is the minimum system requirement to access real-time stock price quotes?
   
  We recommend that your system to meet the following minimum requirements:
  • 1 GHz CPU
  • 2 GB RAM
  • Internet Explorer 10 or above
  • Screen resolution of 1024 x 768 pixels
   
Q5.28.24 What should I do if my real-time stock price quotes are not appearing as they should?
   
  Firstly, check your current version of Internet Explorer (I.E.): open I.E., select "Help" in the toolbar, then click "About Internet Explorer". Please download or update I.E. to the latest version if it is not version 10 or above.
   
Q5.28.25 How can I apply real-time stock price quotes?
   
  You can apply to receive real-time stock price quotes at any BEA branch.
   
About Northbound Investor Identification Model
   
Q5.28.26 What is the Northbound (“NB”) Investor Identification (“ID”) Model?
   
  The NB Investor ID Model refers to the requirement of real-name registration for NB trading. When trading A shares under the NB Investor ID Model, we will be required to assign a unique Broker-to-Client Assigned Number (“BCAN”) to each of our NB trading customers and provide the corresponding Client Identification Data (“CID”) to The Stock Exchange of Hong Kong Limited (“SEHK”) for registration with and validation by Shanghai Stock Exchange and/or Shenzhen Stock Exchange (“Mainland Exchanges”). Customers’ Northbound orders for A shares sent by us should be tagged with the BCAN which has been validated and accepted by Mainland Exchanges.
   
Q5.28.27 Why do I need to provide consent to processing of my customer identification information?
   
  Under the NB Investor ID Model, we are required to obtain your prescribed consent to process your personal data before you are eligible for NB trading. The submission of your consent form is a one-off process.
   
Q5.28.28 Will my personal information be sent to the Mainland exchanges?
   
  Yes. SEHK will send the personal information of NB traders to the Mainland exchanges (directly or through China Securities Depository and Clearing Company Limited, CSDCC). The Mainland exchanges or CSDCC will consolidate and validate the BCANs and CID received. If any issue arises, the Mainland exchanges or CSDCC will inform SEHK and SEHK will inform us accordingly.
   
Q5.28.29 What will happen if I do not provide consent?
   
  If you do not provide consent, you will be unable to buy stocks in the NB trading market after the implementation of the model except for selling the A shares owned. However, your stock activity in the Hong Kong market will be unaffected.
   
Q5.28.30 What is the Personal Data (Privacy) Ordinance (“PDPO”) implication of the NB Investor Identification model?
   
  As the BCAN-CID Mapping Files comprise of individual customers’ names and identity document details, they will be classified as personal data as defined under the PDPO. As BCANs are assigned by CCEPs/TTEPs to uniquely identify their customers, and customers of CCEPs/TTEPs may include individuals, BCANs can also constitute personal data in the hands of CCEPs/TTEPs. Depending on the nationality or place of business or residence of the CCEPs, TTEPs and /or their customers, or place of data collection, data protection laws of other jurisdictions may also apply. CCEPs and TTEPs shall comply with all applicable requirements under the PDPO and data protection laws of other applicable jurisdictions when collecting, storing, using, disclosing and transferring personal data under the NB Investor real-name registration model. Pursuant to Rules 14A10 and 14B10 of the Rules of the Exchange CCEPs and TTEPs are required to make appropriate arrangements (including obtaining the relevant consents) to ensure that information and personal data concerning their customers and the underlying beneficial owners may be disclosed, transferred and provided by SEHK to the relevant Mainland exchanges or CSDCC for the purposes currently set out in such Rules in compliance with applicable laws including the PDPO.
   
Q5.28.31 What personal data will be included for client identification under the model?
   
  For personal customers, customer identification information shall include both Chinese and English full name, ID issuing country, ID type and ID number. For institutional and corporate customers, information shall include their institution’s name, registration location, identification document (Legal Entity Identifier or Certificate of Incorporation) and number.
   
Q5.28.32 How can I submit my consent?
   
  You can submit your consent through our online trading platform (“Order Placement” > “MAMK”), or fill in the application form at any Bank of East Asia branch.

We can process only personal account applications through our online trading platform; all joint account holders and corporate customer representatives are advised to complete and submit the application in person at any BEA branches.
   
Q5.28.33 How will I know my application status?
   
  If you do not receive a Notice of Objection from us, you may assume that your application is successful. If you are unable to pass the validity check of the Mainland exchanges, we will inform you after we receive notice from HKEX.
   
Q5.28.34 When will the NB Investor ID Model be launched?
   
  The model will be launched on 26th September 2018.
   
Insurance
   
5.29 Insurance
   
Q5.29.1 How can I enquire questions related to Insurance?
   
  Please refer to the Frequently Asked Questions under the "Insurance" function.
   
MPF
   
5.30 MPF
   
Q5.30.1 What MPF services can I access through Cyberbanking (MPF/ORSO)?
   
  Cyberbanking (MPF/ORSO) enables you to conveniently make a wide range of BEA (MPF) enquiries online, plus enjoy many other related services. These include:
 
  • Account balance enquiries
  • Contribution history enquiries
  • Withdrawal history enquiries
  • Current investment enquiries
  • Fund information
  • Form downloads
  • General information
   
Q5.30.2 As a BEA (MPF) customer, can I enjoy Cyberbanking (MPF/ORSO) services if I do not have a Cyberbanking account?
   
  Yes, you can enjoy Cyberbanking (MPF/ORSO) services. To open an account, simply call our BEA (MPF) Hotline on (852) 2211 1777 during office hours.
   
Q5.30.3 If I already have a Cyberbanking account, do I need to open a Cyberbanking (MPF/ORSO) account?
   
  No, MPF services are available to Cyberbanking customers.

However, if you are unable to enquire about your MPF account via Cyberbanking, please visit any BEA branch to register your MPF account under Cyberbanking as a related account.
   
Q5.30.4 How can I learn more about Cyberbanking (MPF/ORSO)?
   
  You are welcome to call our BEA (MPF) Hotline on (852) 2211 1777 during office hours for assistance.
   
Account Aggregation
   
5.31 Account Aggregation
   
Q5.31.1 What is "Account Aggregation"?
   
  This service integrates your BEA and BEA China accounts on a single internet banking platform, providing you with secure and convenient access to your BEA China account and loan information via Hong Kong Cyberbanking.
 
  • Account Summary
  • Activity
  • Portfolio
  • Loan payment schedule
  • Loan payment history
   
Q5.31.2 What are the benefits of this service?
   
  If you have BEA accounts in Hong Kong and Mainland China, you can check account details via a single Cyberbanking platform without the need to access each internet banking service separately. It's time-saving and convenient.
   
Q5.31.3 How can I use this service?
   
  You can register for account aggregation at any BEA branch in Hong Kong. Once you've registered, simply log in to Hong Kong Cyberbanking to activate the service. Please click here for further details.
   
Q5.31.4 What are the requirements for registration?
   
  You must already have individual personal bank accounts and personal internet banking access with BEA and BEA China, and must have registered for both with the same identification document. If you have not registered with the same identification document, please contact your nearest BEA branch.
   
Q5.31.5 Is there any charge?
   
  This service is currently free of charge.
   
Q5.31.6 I have already registered for this service, and recently opened a new BEA China account. Why I cannot find my new account?
   
  To access a BEA China account using this service, said account must have access to BEA China Cyberbanking activated. In addition, you need to select the account in "Account Maintenance" via Hong Kong Cyberbanking.
   
Faster Payment System (“FPS”) Addressing Service
   
5.32 Faster Payment System (“FPS”) Addressing Service
   
Q5.32.1 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.)
   
Q5.32.2 How can I activate the FPS Addressing Service?
   
  To activate the service, please follow these steps:
   
 
1. Log in to Cyberbanking and select “Settings > Faster Payment System (“FPS”) Addressing Service”.

2. Select the proxy IDs you want to register and enter their details. Then, select the deposit account for each proxy ID and click “Proceed”.

3. If you register your mobile no. and/or email address for the service, you are required to enter the one-time password (“OTP”) sent to your registered mobile no. and/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 click “Confirm”.

Q5.32.3 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 Cyberbanking and select “Settings > Faster Payment System (“FPS”) Addressing Service”.

2. Click “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 one or more of your proxy IDs, please follow these steps:
   
 
1. Log in to Cyberbanking and select “Settings > Faster Payment System (“FPS”) Addressing Service”.

2. Click “Terminate” on the relevant proxy ID.

   
Q5.32.4 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 Cyberbanking and select “Settings > Faster Payment System (“FPS”) Addressing Service”.

2. Click “Reactivate” on your terminated FPS ID record.

3. Select the deposit account.

   
Q5.32.5 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 Cyberbanking and select “Settings > Faster Payment System (“FPS”) Addressing Service”.

2. Click “Summary for All banks/SVFs” in the top right-hand corner.

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 computer.

5. You can click “Terminate” on 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
   
5.33 e-Direct Debit Authorisation (“eDDA”) service
   
Q5.33.1 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/organisation confirm 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.
   
Q5.33.2 How can I set up an eDDA?
   
  To set up an eDDA, please follow these steps:
   
 
1. Log in to Cyberbanking and select “Settings > Payments > e-Direct Debit Authorisation”.

2. Enter the periodic payment details. Then, select the merchant/organisation or enter the merchant/organisation’s account no. directly and click “Proceed”.

3. Enter the one-time password.

4. Verify the eDDA details and click “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.

   
Q5.33.3 Can I view and edit my eDDA records?
   
  Yes. Please follow these steps to view and edit your eDDA records:
   
 
1. Log in to Cyberbanking and select “Settings > Payments > e-Direct Debit Authorisation”.

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 click “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.

   
Q5.33.4 Can I suspend, resume, or terminate my eDDA records?
   
  Yes. Please follow these steps to manage your eDDA records:
   
 
1. Log in to Cyberbanking and select “Settings > Payments > e-Direct Debit Authorisation”.

2. Search the record you need to suspend/resume/terminate.

3. Click “Suspend”, “Resume”, or Terminate” on the relevant record.

   
Q5.33.5 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 Cyberbanking and select “Settings > Payments > e-Direct Debit Authorisation”.

2. Find the record and view the eDDA details in the summary.

3. Click “Confirm” or “Reject” on the relevant record.

 

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6. Cyberbanking - Internet Troubleshooting

   
Q6.1 Who can I call if I cannot get access to Cyberbanking - Internet even I enter my account number and PIN correctly?
   
  You can call our hotline on (852) 2211 1321 during service hours.
   
Q6.2 If the system does not respond after I confirm the transaction, how can I know whether the transaction has been processed?
   
  You can re-enter the Cyberbanking - Internet and check the transaction details and balances in the "Activities" and the "Summary" sub-functions respectively or you can call our hotline on (852) 2211 1321 during service hours.
   
Q6.3 I have an error message saying that "Java" or "JavaScript" is not enabled. What does this mean?
   
  To use Cyberbanking, JavaScript must be enabled in your browser. Customers using a digital certificate# to log in to their Cyberbanking account or to perform designated transactions must also have Java enabled.
   
  If you are using Internet Explorer*:
  1. Click "Tools"
  2. Select "Internet Options"
  3. Select the "Security" tab
  4. Click "Medium"
  5. Click "OK"
   
  (* If you use another browser, please refer to the "Help" section of your browser for instructions.)
 
  # 1024-bit digital certificate
   
Q6.4 I already used the recommended version of the browser and its required settings and I still have problems in viewing some of web pages. What should I do?
   
  You should check your modem settings or the connection to your Internet Service Provider ("ISP"). Another reason may be the peak traffic in the Internet, and you should try again to connect.
   
Q6.5 What is the reason that the contents of Cyberbanking in simplified Chinese version cannot be displayed properly?
   
  Your PC Operating System and Internet Browser do not support the simplified Chinese characters. To solve the problem, you may download the necessary software for viewing the simplified Chinese characters.
   
Q6.6 When I log in, a message saying "Data Transmission is in progress" appears. What should I do?
   
  If you use a digital certificate# to log in to Cyberbanking, download a Java Virtual Machine from java.sun.com/getjava/installer.html by following the installation instructions provided on the website.
 
  # 1024-bit digital certificate
   
Q6.7 When I log in, a window saying "Warning - Security" pops up. What should I do?
   
  Warning - Security popup screen
   
  If you use a digital certificate# to log in to Cyberbanking, the Java Virtual Machine installed to your browser may be incompatible. Please update to the latest version to continue using Cyberbanking.
   
  To check your JVM version, please click here.

To download a new JVM version, please click here.

   
 
Technical Tips:
   
1. Which JVM versions are compatible with Cyberbanking?
   
 

The following JVM versions are compatible with Cyberbanking.

  •   versions 1.5 or 1.6
   
2. How to check your JVM version?
   
  You can select "Tools" from the menu bar at Internet Explorer, and then select "Internet Options" and click "Advanced" for checking. For details, please click here to view.
   
3. How to download the latest/proper JVM?
   
  You can click on the following button to update your JVM program to the latest version.
  Click this button to update your JVM program to the latest version
 
  # 1024-bit digital certificate
   
Q6.8 What should I do if I encounter a rejection message of "IBK199999" during processing a Cyberbanking transaction when using Internet Explorer 6.0?
   
  It might be a browser's issue. If you are using an Internet Explorer 6.0 Browser, please check the technical tips as below to fix the issue. Should you need any further assistance, please feel free call our services hotline during office hours on (852) 2211 1321.
   
  Technical Tips:
 

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

  1. How to check your Internet Explorer has been updated with the patch - Q832894?
    In your Internet Explorer, click "Help > About Internet Explorer" as shown below:
  About Internet Explorer screen
   
  2. Where can you find the Microsoft Knowledge Base Article - 831167 and how do you apply the patch?
 
   
Q6.9 Why can't I log in to Cyberbanking - Internet via my mobile phone?
   
  We have launched a Cyberbanking mobile phone service. You will automatically be redirected to this service when you access Cyberbanking using your mobile phone.
   
 

To use the mobile banking service, please use PC to log in to Cyberbanking via the BEA website and select "Settings", "Mobile Banking", and then "Settings" to create your mobile password.

   
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7. Security Precautions

   
Q7.1 How do I log in to the Cyberbanking website safely?
   
  You can safely log in to Cyberbanking by entering the homepage of The Bank of East Asia, Limited "www.hkbea.com" into your browser, or bookmark these authentic websites for future use. Never use website addresses or links attached in any email or found through Internet search engines to log in to Cyberbanking.

Remarks: Customers will never be asked for any personal information by email, e.g. name, account number, password, etc. To securely view or use the websites of the BEA Group, simply access our homepage at www.hkbea.com instead of clicking through the hyperlinks attached to any email. For further information, please contact our Customer Service Hotline on (852) 2211 1321.
   
Q7.2 What are the current security measures of the Cyberbanking - Internet?
   
 
Cyberbanking - Internet provides the following security measures to safeguard your use of the services:
   
1. Personal identification number ("PIN") and digital certificate#
  You can log in to Cyberbanking by using your Cyberbanking/Credit Card account number and PIN.
   
2. Last login date and time
  You can view your last login time after successfully logging into Cyberbanking.
   
3. Deploy Transport Layer Security ("TLS") encryption
  "TLS" is an international and well-proven standard encryption module developed to ensure confidentiality during data transmission. All important information transmitted between your browser and our Bank through Cyberbanking - Internet will be encrypted by TLS.
 
  # 1024-bit digital certificate
   
Q7.3 Are there any security tips for using Cyberbanking?
   
  Important Notes for Security in relation to Cyberbanking

These important notes apply to both personal and corporate Cyberbanking services (together referred to as "Cyberbanking"). Please read and adopt the following security precautions before using Cyberbanking:
   
 
(1) Keep your Cyberbanking account number, ATM card number, private key, Digital Certificate password, and Personal Identification Number ("PIN") for all Cyberbanking and ATM channels confidential at all times. Ensure that you (and, where relevant, any Authorised Person) do not disclose or share this information with anyone - including any joint account holder or any financial management software or programs - under any circumstances, and do not transmit this information via email or any instant messaging software/programs. Never assign the same PIN or password for any other service (such as your internet connection, or login for another website).

In addition, choose login credentials, user ID, and/or passwords which are significantly distinct from your other personal accounts, especially from social media accounts.

(2) Notify The Bank of East Asia, Limited ("BEA") immediately of any actual or possible unauthorised use of your Cyberbanking account number, PIN, or Digital Certificate, and send confirmation in writing to BEA without delay.

(3) Under no circumstances will BEA use an email, SMS, instant message, phone call, or any other method to ask for your personal information, such as your password, One-time Password ("OTP"), HKID number, date of birth, account/credit card number, credit card expiry date, telephone number, or Cyberbanking account number/user ID. Do not disclose this information to anyone, including but not limited to any person who claims to be an employee or representative of BEA, under any circumstances.

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

(5) Do not use apps, programs, or software from untrustworthy sources.

(6) Only log in to Cyberbanking through www.hkbea.com. Do not click on URLs or hyperlinks embedded in any email, SMS, instant message, QR code, search engine, or any untrusted source to access Cyberbanking. Do not use/install any software or program to access Cyberbanking.

You should access the BEA website by typing www.hkbea.com into the web browser directly or by bookmarking the genuine website for subsequent access.

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

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

(9) Every time you log in to Cyberbanking, please verify your last login date and time on the homepage. After logging in to the Cyberbanking mobile phone service, check that the "BEA Identity Message" is authentic.

(10) If any suspicious screens pop up, or any unusual login screen request appears asking you to provide additional personal information, or if your device's network/traffic is unusually slow, you should log out of your internet or mobile phone service/account immediately and scan your device, including but not limited to computers and mobile or tablet devices (together referred to as your "device"), with the most up-to-date version of your virus protection software.

(11) After you finish a session, make sure to log out of Cyberbanking and the BEA App, and clear your browser cache.

(12) Check your bank balance and transaction history regularly. Notify BEA immediately if you discover any problems (such as a lost ATM card) or any suspicious transactions and/or unauthorised transactions.

(13) Never leave your device unattended while using Cyberbanking or let any other person use your Cyberbanking service. Set a passcode for your device that is difficult to guess and activate the auto-lock function. Limit the number of people who can use your device.

(14) Do not use a public computer or public Wi-Fi to access the Cyberbanking. Choose encrypted networks and remove any unnecessary Wi-Fi connection settings when using Wi-Fi to log in to the Cyberbanking internet service or mobile phone service. Please disable any wireless network functions (e.g. Wi-Fi, Bluetooth, near-field communication (NFC)), or payment apps whenever such functions are unnecessary.

(15) Take precautions against hackers, viruses, spyware, and any other malicious software when sending and receiving emails, opening email attachments, visiting and disclosing personal/financial information to unknown websites, and downloading files or programmes from websites. Do not browse suspicious websites or click on the hyperlinks and attachments in suspicious emails, including but not limited to encrypted files, compressed files (zip), or messages received through WhatsApp, Line, WeChat, and other e-communities.

(16) Use proper firewalls, anti-virus software and anti-spyware software, and promptly install the most up-to-date versions to scan your device from time to time to strengthen their security.

(17) Upgrade your browser and applications to support Transport Layer Security (TLS) encryption or a higher encryption standard, and make sure that the browser option for storing or retaining usernames, PINs, and Digital Certificate passwords is unselected.

(18) Remove shared files and printers from your computer, especially when accessing the internet via a cable modem, broadband connection, wireless network, or similar setup.

(19) Change your PIN immediately by selecting a new PIN the first time you use the service, and then destroy all documents that your former PIN is printed on.

(20) Use a combination of numbers (0 to 9) and letters (A to Z) for your Cyberbanking PIN. Do not use your identity card number, telephone number, date of birth, driving license number, or any commonplace number sequence (such as 987654 or 123456) when choosing your PIN or ATM card/Digital Certificate password. Do not use the same number or alphabet more than twice.

(21) Memorise your PIN and Digital Certificate password. Do not write them down.

(22) Keep your PIN and Digital Certificate password separate from your Cyberbanking account number, user ID, and Digital Certificate. Keep your ATM card safe, and do not keep your ATM card and password together.

(23) Change your PIN and ATM card/Digital Certificate password regularly. Avoid reusing of passwords from personal accounts and/or social media accounts.

(24) Check your surroundings before performing any banking transactions, and make sure that no one sees your PIN or Digital Certificate password. Cover the keypad when you enter your PIN on any device, such as a personal computer, mobile device, or other self-service terminal. Check that the protective keypad cover is intact before using any ATM in Hong Kong. If in doubt, please notify BEA immediately.

(25) Check the authenticity of the BEA website by checking the URL and the Bank's name in its Digital Certificate. A security icon that looks like a lock or key will appear when authentication and encryption is expected. Check the identity of authentication code when you access BEA App.

(26) Change your PIN immediately if you suspect that you have been deceived by a fraudulent website or email, or through a public Wi-Fi, public computer, third party's device, or any other means (for example, if you fail to log in to a service website after inputting your correct PIN, whether or not any alert messages appear).

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

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

(29) Set a password to protect your Digital Certificate immediately.

(30) When you receive an SMS with an OTP, verify the accuracy of the transaction details prior to entering the OTP. When you receive our SMS message and/or notification message, verify the accuracy of the transaction details in a timely manner and inform BEA immediately of any suspicious situations. No SMS containing an OTP will be forwarded to any other mobile phone number, even if you have subscribed to an SMS-forwarding service provided by your telecommunications provider in Hong Kong.

(31) Make sure your Digital Certificate and its private key is non-duplicable and stored in a secure format. Remove the device storing the Digital Certificate from your computer after use.

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

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

(34) Should you notice any suspicious devices at any ATM (such as micro-skimmers, pin-hole cameras, or fake key pads) or any suspicious activities around you when performing an ATM transaction, cancel your transaction immediately and inform BEA.

(35) Please count the banknotes instantly after withdrawing cash at an ATM to ensure the accuracy of transaction. You should not take away any banknotes at the cash dispenser or ATM card at the card insertion slot left behind by someone else, and should let the banknotes or ATM card return to the ATM automatically.

(36) If you intend to withdraw cash at overseas ATMs, you should activate the overseas ATM cash withdrawal function in advance and set a prudent overseas ATM cash withdrawal limit and an activation period. You may also check with BEA in advance whether your ATM card can be used to withdraw cash at your intended overseas destination.

(37) Use the version of operating system, BEA App, and browser recommended by BEA to access the Cyberbanking. Do not jailbreak or root your mobile device.

(38) If your device is capable of biometric authentication (e.g. fingerprint recognition), do not let any other person register his/her biometrics on it.

(39) Avoid installing sideloading apps and/or apps downloaded from third-party sources.

(40) Keep the operating system and apps installed on your device up to date with the latest security patches.

(41) Check the storage, battery, and mobile data usage of apps in your device from time to time to see if there are any suspicious apps. Uninstall any suspicious app when necessary.

(42) Carefully read installation and/or permission requests from websites, apps, and other software and programs. Be wary of any unusual or unnecessary request.

(43) Consider using the latest versions of security software/programs to scan your device from time to time to strengthen its security.

(44) Your mobile phone number, email address, and correspondence address must be up to date at all times in order to successfully receive notifications from BEA. Please update your information at any BEA branch immediately following any changes.

(45) Protect yourself from email scams - verify the sender's identity before you take any action, to avoid being deceived.

(46) Review and follow the security tips issued by BEA on a regular basis.

 
For more information on how to ensure your safety when using internet banking, please visit the website of:
   
Q7.4 Do I need to clear browser memory cache?
   
  To safeguard your account information, you are advised to close all your browsers instantly after logging out of Cyberbanking to clear the browser memory cache.
   
Q7.5 Where can I learn more about Internet banking security precautions?
   
  You can visit the website of The Hong Kong Association of Banks at www.hkab.org.hk/other/pub/5/en/2007ebanking_e.pdf to learn practical tips on "Internet Banking - Keeping Your Money Safe".
   
Q7.6 What browser settings are required to use Cyberbanking?
   
  The following browsers are supported by Cyberbanking: Internet Explorer, Firefox, Safari, and Google Chrome (for full details, see FAQ Q4.2).
  JavaScript, TLS, and Cookies must be enabled.
  Customers using a digital certificate# to log in to their Cyberbanking account or to perform designated transactions must also have Java enabled.
 
  # 1024-bit digital certificate
   
Q7.7 How can I upgrade the version of my browser?
   
  If you want to upgrade the version of your browser, you may go to the corresponding download sites. Alternatively, you may choose the browser you wish to upgrade in the error page when you enter our service. After making your selection, you will be redirected to the appropriate site for downloading.
   
Q7.8 What should I do if I want to enable TLS?
   
  The procedure for enabling TLS is as follow:
   
  Open Internet Explorer*, then:
  1. Click "Tools"
  2. Select "Internet Options"
  3. Select "Advanced" Tab
  4. Choose "Security" and enable TLS version 1.2
  5. Click "OK"
   
  (* Please refer to "HELP" contents of your browser for other versions.)
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8. FAQs for Two-factor Authentication

   

9. Trouble Shooting on Windows XP Service Pack 2

   
Q9.1 What should I do if the Cyberbanking login screen does not pop-up and see a message "Pop-up blocked. To see this pop -up or additional options click here..." in the information bar just below the address bar?
   
  Pop-up blocked message screen
   
  It means that the "Pop-up Blocker" function of your IE Browser has been activated and the "Filter Level" is set to "High: Block all pop-ups "Ctrl to override"".
   
  As Cyberbanking needs the pop-up function for displaying the login menu, would you please consider to select anyone of the following suggestions to adjust the browser setting for accessing Cyberbanking service.
   
  A. Reset the "Filter Level" into "Medium"
B. Accept Cyberbanking be one of websites with pop-up functions
C. Accept Cyberbanking be the exceptional website in the Pop-up Blocker
   
  Suggestion A: Set the "Filter Level" of "Pop-up Blocker" to "Medium: Block most automatic pop-ups"
  1. Open IE browser
2. At the "Tools" menu, point to "Pop-up Blocker", and then click "Pop-up Blocker Setting"
3. Select the "Medium: Block most automatic pop-ups" setting in the box near the bottom of the dialog box.
  Pop-up Blocker Settings screen
   
  Suggestion B: Accept Cyberbanking be one of websites with pop-up functions
   
  Step 1. Click the "pop-up blocker bar," when it displays, click on the bar and select the "Always allow the popup from This Site..." in the pop-up menu.
  Pop-up menu screen of pop-up blocker bar
   
  Step 2: Click "Yes" in the confirmation window to complete the setting.
  Confirmation window screen
   
Q9.2 What should I do if I see the following "security warning" dialog box during accessing Cyberbanking?
   
  Security warning screen
   
  A software will be downloaded to your IE browser from Cyberbanking for digital certificate# registration.
   
 
1. Choose either "Always install software from "The Bank of East Asia, Limited"" or "Ask me every time"
2. Click "Install" button
 
  # 1024-bit digital certificate
   
Q9.3 Why I cannot access your Stock trading service but my browser display the following alert?
   
  Alert message screen
   
  To access the Stock Trading services through Cyberbanking, you shall include the URL of East Asia Securities Company Limited under "https://www.easecurities.com.hk" into your "Trusted sites" list. Please click the "Security" at the "Internet Options" and add "https://www.easecurities.com.hk" into the "Trust site" list.
   
  Internet Options screen
   
  Trusted sites screen
   
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