FAQs

(Updated: 31^st Aug, 2022)

1.	Introduction to Cyberbanking Cyberbanking Transaction Limit
2.	Service Hotlines
3.	Brief Intro Cyberbanking – Internet
4.	Operations of Cyberbanking – Internet
5.	Functions of Cyberbanking – Internet
6.	Cyberbanking – Internet Troubleshooting
7.	Security Tips
8.	FAQs for Two-factor Authentication
9.	Trouble Shooting on Windows XP Service Pack 2
10.	FAQs about Cyberbanking - Mobile Phone
11.	i-Token

1. Introduction to 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.

Please click here for an introduction.

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?

Please find more details in Cyberbanking Transaction Limit.

Q1.6

Are there charges for any Cyberbanking services?

There are charges for the following services:

1. Fund Transfer

Category	Charges 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

Category	Charges 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)

Category	Charges 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.

Cyberbanking Transaction Limit

For the All-in-one accounts (i-Account, Supreme and SupremeGold) opened through BEA Flash (BEA account opening mobile application):

The total transfer and cash withdrawal limit is up to HK$2,155,000 (using i-Token) or HK$55,000 (without i-Token) without visiting a branch for prior service activation or setup.

Types of Transaction		Daily Transaction Limit (Using i-Token)	Daily Transaction Limit (Without i-Token)
Transfer through Cyberbanking and Mobile Banking	Small-value Transfers (FPS)*	Up to HK$10,000 (per Cyberbanking account)
	Fund transfers or outward remittances to non-registered payees	Up to HK$100,000 (per Cyberbanking account)	N/A
	Fund transfers or outward remittances to registered payees	Up to HK$2,000,000 (per Cyberbanking account)	N/A
Transfer through ATM	From your primary/designated account to accounts held at other banks through any ATM displaying the Interbank Transfer symbol^#	Up to HK$15,000 (per card)
ATM Cash Withdrawal	From your primary/designated account using your ATM card at BEA, JETCO, or UnionPay ATMs	Up to HK$20,000 (per card)
ATM Cash Withdrawal	Using “JETCO Cardless Withdrawal” service* in Mobile Banking at any ATMs showing the “JETCO Cardless Withdrawal” sticker	Up to HK$10,000 (per Cyberbanking account)
Total transfer and cash withdrawal limit up to		HK$2,155,000	HK$55,000

To protect your interests, the following transactions will be set as unavailable through Cyberbanking when your account is opened:

Fund transfers or outward remittances to non-registered payees
High-risk merchant payments
e-Cheques Issuance

To enable any of the above types of transaction, please activate and log in to Cyberbanking – Internet with i-Token as Dual Authentication approach, or log in to Cyberbanking – Internet with i-Token using QR Code, or visit any BEA branch in person during business hours to set your transaction limits.

* You will need to provide a valid mobile phone number and Cyberbanking email address.

# The Bank will charge a fee of HK$10 per transaction for each Interbank Transfer.

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

Type of Fund Transfer

Maximum Daily Transaction Limit
(Per Cyberbanking account)

Transaction Limit
(Per transaction)

Fund transfers between your self-named accounts with BEA in HK¹

No limit

Same currency
N/A

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

Fund transfers or outward remittances to non-registered payees^{2, 3}

HK$100,000 or its equivalent

N/A

Fund transfers or outward remittances to registered payees

HK$2,000,000 or its equivalent

N/A

Type of Bill Payment

Maximum Daily Transaction Limit
(Per Cyberbanking account)

Bill payment and donations

Total limit is HK$100,000 or its equivalent

(Sub-limit for “Payments to high-risk merchants” is up to HK$100,000^{2, 3, 4})

Tax payment

HK$500,000 or its equivalent

Bill payment to eIPO for white form application or AIA Everest Life Company Limited^{2, 3}

HK$2,000,000 or its equivalent

1	Self-named account is your account(s) held with the Bank under same account name with the same identity document type and number used to open your Cyberbanking account. If the Cyberbanking account is a joint account, the self-named account must also be a joint account with the same joint account holders.

2	Transaction limit for fund transfers/outward remittances to non-registered payees or payment to high-risk merchants will be reset to zero if you have not made such a transaction via Cyberbanking for 18 consecutive months. To increase the transaction limits, please activate and log in to Cyberbanking – Internet with i-Token as Dual Authentication approach, or log in to Cyberbanking – Internet with i-Token using QR Code, or visit any BEA branch in person during office hours.

3	Not immediately available for accounts opened through BEA Flash. Please click here for more details. (Eligibility & FAQ> All-in-One account services)

4	The sub-limit for payments to high-risk merchants 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.

Other Transaction Limits:

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

For Platinum card or World Mastercard or Corporate 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.

For other credit card accounts:
The maximum withdrawal limit per account per day is HK$20,000 or the credit limit of the credit card account, whichever is lower.
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. (Not applicable to Private Banking)
For placement and uplift of Time Deposit, there is no daily transaction limit, while the transaction amount cannot exceed HK$2,000,000 or its equivalent per transaction if currency exchange is involved.

Note:

The above daily transaction limits are not applicable to SupremeGold - Securities Account and Small Value Transfer (FPS) payments through Mobile Banking.

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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:

Hotlines

Office Hours

Cyberbanking - Internet
(852) 2211 1321

Monday to Friday 9:00 am to 9:00 pm
Saturday 9:00 am to 5:00 pm
(Exclude public holidays)

Cyberbanking – Phone Banking
(852) 2211 1888

24 hours
(The manned service hours of Phone Banking:-
Monday to Friday 9:00 am to 5:00 pm
Saturday 9:00 am to 1:00 pm
(Exclude public holidays))

Cyberbanking – Lost PIN
(852) 2211 1345

(852) 2211 1862

Monday to Friday 9:00 am to 9:00 pm
Saturday 9:00 am to 5:00 pm
(Exclude public holidays)

For Non office hours

General Banking Services
(Including Supreme Account and i-Account)
(852) 2211 1333

24 hours

Credit Card
(852) 3608 6628

24 hours

For addresses and opening hours of our branches, please click here.

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3. Brief Intro Cyberbanking – Internet

Q3.1

What is the scope of Cyberbanking – Internet?

You can access the following functions through Cyberbanking – Internet:

Portfolio
Accounts (summary, activities, e-statements)
Account Aggregation (BEA China account summary and activities and loan information)
Local fund transfers (FPS)/telegraphic transfers, direct remittances, and scheduled instructions
Bills/donations and scheduled instructions
Time deposits (enquiries, 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 plan and T&C enquiries, property valuation, calculation of expenses, and mortgage application)
Consumer loans (product information enquiries and repayment instructions)
Insurance (applications for foreign travel, China travel, household, domestic helper, personal accident, and medical insurance)
Credit card (account summary, direct debit authorisation, bonus gallery, online payment security, and cash-in-hand applications)
ATM card (ATM card summary, report lost card, cancel card, find ATM locations, and set/change overseas ATM cash withdrawal settings)
FX/Precious Metal Margin trading (account summary, placing FX/Precious metal margin deals/RFQ/orders, position and order management, daily FX commentary, and product information)
Margin trading (FX-commentary and product information)
MPF (enquiries about account balances, 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, two-factor authentication, and overseas ATM cash withdrawal)
Messages and information (service hours and important notes)
Faster Payment System (“FPS”) Addressing Service
e-Direct Debit Authorisation (“eDDA”) Service

You can also obtain more details through "Scope of Services" and the "Features and Demo" in 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 7 / Windows 8 / Windows 8.1 / Windows 10
macOS

English, Traditional Chinese, or Simplified Chinese version can be supported.

Browser

Microsoft Edge (version 80 or above (best viewed with version 83))
Safari (best viewed with version 13)
Google Chrome (version 80 or above (best viewed with version 83))
JavaScript, TLS 1.2, and Cookies must be enabled

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-Statement / 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

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 and ATM 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", "Maintenance", and 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, email address, phone number and other personal information.

Q5.6.2

Who can use the "Personal Information" function?

All personal customers of the following account types can use the function.

SupremeGold Account
Supreme Account
i-Account
Cyberbanking Account

Q5.6.3

How can I check and update my personal information?

You can check and update your personal information by clicking "Homepage", "Settings", and then "Personal Information". To update your personal information, you are required to input an SMS OTP or use i-Token for authentication. Notifications will be sent to your registered email address and mobile phone number when the request has been submitted and the record has been updated.

Q5.6.4

When can I check/update my personal information?

You can check/update your personal information at any time by clicking "Homepage", "Settings", and then "Personal Information".

Q5.6.5

If I have changed my mobile phone number, how can I check and update the mobile phone number registered for Two-Factor Authentication in Cyberbanking?

To check and update your mobile phone number, please follow these steps:
1.	Go to "Homepage", "Settings", and then "Personal Information".
2.	Click “Edit” to change your mobile phone number by using i-Token authentication.
3.	After record updated successfully, go to “Settings”, “Two-factor Authentication”, and then “One-time password (through SMS)”.
4.	Your new mobile phone number will be displayed.

5.7 Username

Q5.7.1

How can I create a 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 or cancel my username?

No. Once created, your Cyberbanking username cannot be changed or cancelled. As a unique identifier, it must be different from that of any other user and cannot be amended later.

Q5.7.3

Can I transfer my username to another Cyberbanking account of mine?

No. You cannot transfer your username to your other Cyberbanking account, nor can you re-use any previous username. You must create a new username for each Cyberbanking account.

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 "Register e-Statement / 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?

You can access and view e-statements for the following accounts for up to the past seven years through Cyberbanking – Internet:

SupremeGold Account
Supreme Account
i-Account
Credit card account
HKD current account
USD current account
RMB current account
Multi-currency statement savings account
Time Deposit Account

Securities account e-statements will be retained for two years.
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 "Register e-Statement / 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 "View e-Statement / e-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 180 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 same day.

Please click here to view a 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 transfer funds to an account with BEA or another bank/merchant?

Transfer within BEA

After clicking "Transfers" in the menu, you should select "BEA" as the transfer type.
Select a registered payee or choose to transfer to a non-registered payee^, and enter the transaction details. Now click "Proceed" to continue or "Clear" to clear the information and start over.
On the next screen, you can verify and confirm the transaction details (and the exchange rate, if applicable) by clicking "Confirm", or cancel the transaction by clicking "Cancel".

Transfer to other bank / merchant

After clicking "Transfers" in the menu, select “Other Bank” as the transfer type.
You can then choose to transfer to a registered or non-registered payee^ and enter the transaction details*. Next, click "Proceed" to continue or "Clear" to clear the information and start over.
On the next screen, you can verify and confirm the transaction details by clicking "Confirm" or cancel the transaction by clicking "Cancel".

*You are required to enter a bill reference when paying a merchant using their FPS proxy ID.

^Please click here for more details about “Registered payees”.

Q5.12.4

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

If the instruction is accepted, the message "Done" will be displayed onscreen along with a transaction reference number. At the recipient bank's discretion, you may receive an additional transaction notification about the credit status. 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, view, edit, and delete records of scheduled transfers that have not yet 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.

Q5.12.7

What should I pay attention to when submitting a real-time fund transfer instruction via Cyberbanking/BEA App?

When you conduct a real-time fund transfer via Cyberbanking/BEA App, you should verify the payment details, including recipient’s name, account number and amount carefully, before submitting your instruction.

You cannot cancel or stop the real-time fund transfer once you have confirmed it.

Besides, when you input the recipient’s account number for fund transfer to other bank, you are required to input the recipient’s name. If the transfer amount is HKD10,000 or above (or other currencies of an equivalent amount), your instruction will generally be subject to the payee bank’s name checking process.

If the transfer amount is less than HKD10,000 (or other currencies of an equivalent amount) or the payee institution is not a bank, name checking process may not be conducted.

Q5.12.8

The fund transfer instruction to my friend’s account in other bank was being rejected. I have transferred to him/her recently with same recipient’s account information, and the transfer was successfully executed. Why was the payment being rejected at this time?

To comply with the regulatory requirement, the banks will gradually or may have already imposed stricter controls to make sure the recipient's name and account number matched with bank’s records. If the recipient’s name you have inputted does not fully match with the one in the corresponding bank’s record, the fund transfer instruction may be rejected.

Q5.12.9

The system message displayed “The recipient’s account information is incorrect” when the fund transfer instruction was being rejected. What should I do?

Please enter the exact name registered in the recipient’s bank when submitting the fund transfer instruction and please verify the recipient’s account number and other payment details carefully. Please confirm with recipient for his/her name registered in recipient’s bank if necessary.

Q5.12.10

After I have confirmed the correct account information with the recipient, how can I update my fund transfer template or re-register the recipient as "Registered Payee" in my Cyberbanking account?

To update template

Login Cyberbanking, select "Accounts > Transfers > Templates"
Select "Edit" next to the template
Update the recipient’s account information and click "Proceed". The template will be updated immediately.

To re-register payee

Use dual authentication or scan QR code to login Cyberbanking. Then click "Accounts > Transfers > Registered Payees Maintenance"
Click "Delete" next to the payee
Confirm the details then click "Confirm". The payee will be deleted immediately.
Select "Add New Payee"
Enter the payee details
Verify the payee details then authenticate with i-Token
The registered payee will be effective in one to two working days

[Telegraphic transfers & direct remittance]

Q5.12.11

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.

Q5.12.12

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.

Q5.12.13

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

Please click here to view a demostration of telegraphic transfer.

Q5.12.14

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.

Q5.12.15

How to use “Search bank” button in "Telegraphic Transfer" function?

By using “Search bank” button, you may locate the bank and SWIFT BIC by 1) selecting country, bank name and city or 2) inputting the SWIFT BIC through this function manually.

For the template(s) saved prior to the “Search bank” button launch, you are required to select the “beneficiary bank” / “intermediary bank (optional)” with this search function, in order to submit telegraphic transfer application. After submitting telegraphic transfer application, the template will be updated.

Please note that, scheduled remittance instruction will not be impacted.

Q5.12.16

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.

Q5.12.17

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

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

Q5.12.18

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.

[Scheduling]

Q5.12.19

If I have 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 your instruction is executed.

Q5.12.20

Can I set a single instruction or recurring scheduled instructions for a local/telegraphic transfer?

Yes, you can set a one-time scheduled instruction by selecting a date for the transfer or set up a recurring instruction according to any of the following schedules:

weekly
bi-weekly
monthly
bi-monthly
quarterly
half-yearly
yearly

Q5.12.21

In what scenarios will fund transfer or telegraphic transfer instructions be executed on the following working day?

Transfers within BEA HK that are scheduled for execution on a Sunday or public holiday.
Local fund transfers scheduled for execution on a Saturday, Sunday, or public holiday.
Telegraphic transfers scheduled for execution on a Saturday, Sunday, or public holiday.

Q5.12.22

If my account does not have sufficient funds, will the scheduled instruction be executed?

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

Q5.12.23

If a scheduled instruction for a local/telegraphic transfer has been made through 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. However, you cannot edit or cancel the instruction on the execution date.

Q5.12.24

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 through Cyberbanking. At the recipient bank's discretion, you may receive an additional transaction notification about the credit status.

Q5.12.25

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 execution date is within 3 working days of the instruction).
Immediately after a scheduled instruction is set up/amended/deleted.
Immediately after a scheduled instruction is successfully/unsuccessfully executed.
1 month before the expiry date of a scheduled instruction (no email reminder will be issued if the expiry date is within 1 month of the instruction being set).

Q5.12.26

How can I change my email address?

To change your email address, please click "Settings" and then "Personal Information" under the "Homepage", then enter your new email address and click "Proceed".

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

Q5.12.27

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.

Q5.12.28

If I do not enter an email address when setting up a scheduled instruction, will I receive an email reminder?

You will not receive an email reminder if you do not enter your email address when setting up a scheduled instruction. You can enter your email address when:

You are setting up a new scheduled instruction.
You are editing an existing scheduled instruction.

Q5.12.29

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 or until further notice.

Q5.12.30

How do I set up a standing instruction in renminbi?

You can set up single or recurring renminbi (RMB) standing instructions for currency exchange and remittance to China through Cyberbanking. Select "Accounts", "Transfers", and then "Renminbi Standing Instructions". You can view your instruction records using the "Summary" and "Activities" functions.

[Registered payees]

Q5.12.31

What is the “Add to my payees” checkbox in fund transfer and remittance function?

This function allows you to add a payee’s account or FPS Proxy ID (mobile no., email address, FPS ID) as a “Registered payee” so that you can transfer payments quickly and easily in the future. When you have successfully registered a payee, a higher daily transaction limit will apply to that account/FPS Proxy ID, and no further authentication will be required for transactions to that payee.

Please click here for details of your daily transaction limit.

Q5.12.32

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

You can register a payee account account or FPS Proxy ID (mobile no., email address, FPS ID) as a “Registered payee” in “Registered Payees Maintenance”. Please follow these steps as below:

Activate i-Token with BEA APP（DEMO）
Use dual authentication or scan QR code to login Cyberbanking. Then click “Accounts > Transfers > Registered Payees Maintenance”
Select “Add New Payee”
Enter the payee details
Verify the payee details then authenticate with i-Token
The registered payee will be effective on the following 1-2 working days

Besides, you can also register a payee account or FPS Proxy ID (mobile no., email address, FPS ID) as a “Registered payee” while making a fund transfer or remittance transaction. Please follow these steps as below:

Activate i-Token with BEA App（DEMO）
Use dual authentication or scan QR code to login Cyberbanking. Then click “Accounts > Transfers”.
Select the transfer type of "BEA" or “Other bank”.
Enter the transaction details. If you are transferring funds to a non-registered payee, an “Add to my payees” checkbox will be displayed. Tick the box and enter additional information according to instructions, then click “Proceed”.
Verify the transaction details then authenticate the transaction with i-Token.
The registered payee will be effective on the following 1-2 working days.

Q5.12.33

How can I view my registered payee details in Cyberbanking?

You can view details of your registered payees by clicking “Accounts > Transfers > Registered Payees Maintenance”.

Q5.12.34

How can I delete a registered payee in Cyberbanking?

To delete a registered payee, please follow these steps:

Click “Accounts > Transfers > Registered Payees Maintenance”.
Check the box next to the registered payee that you want to delete, then click “Proceed”.
Confirm the details then click “Confirm”.
The payee will no longer be a registered payee, effective immediately.

5.13 e-Cheque services

Q5.13.1

Where can I go for information about 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.

You can also submit time deposit placement instruction or schedule/update time deposit maturity instruction during non-service hours.

Q5.14.2

Where can I find my time deposit / time deposit placement instruction 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 place a time deposit or submit a deposit placement instruction 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 or schedule 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.

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 "Bill payment instruction submitted" 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, depending on different merchants, "Bills" or "Donations" transactions may be valued on next working day if the transaction is completed after cut-off time on each working day, on Saturday/Sundays/public holidays; or when Typhoon No.8 signal or Black Rainstorm warming is hoisted. Please be aware of the alert messages during transactions.

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 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 email notifications after submission.

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 bill settlement handing fee as specified in the Cardholder Agreement and the Key Facts Statement/Schedule of Fees & Charges on BEA Credit Card Services (the "Key Facts Statement/Schedule of Fees & Charges") will apply 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. The Key Facts Statement/Schedule of Fees & Charges is subject to change from time to time at the discretion of BEA.

Please click here to view the latest version of the Key Facts Statement/Schedule of Fees & Charges.

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 "Payments", and then "Templates".
2.	Select "Bills" or "Donations", and then “Create a new template”.
3.	Enter the template details, verify the details, and click "Confirm".

Q5.17.14

Are there any additional security measures for bill payments?

In order to strengthen security, you must use i-Token or one-time password to execute a bill payment transaction or create a phone payment 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.

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 a SMS notification to the registered mobile phone number and an email to your designated email address, or you can check your account activity via Cyberbanking.

Q5.18.10

When will I receive reminder for scheduled instruction?

You may 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 revision/deletion 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.)

You may receive both SMS and email reminder under the following situations:

Completion of scheduled instruction setup (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.)

Upon successful/unsuccessful execution of a scheduled instruction

Q5.18.11

How can I change my email address?

To change your email address, please click "Settings" and then "Personal Information" under the "Homepage", then enter 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 expiry date of a scheduled instruction must be within two years from the instruction setup date or until further notice by you.

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 to make enquiries.

	Monday – Friday	: 9:00 a.m. – 8:00 p.m.
	Saturday	: 9:00 a.m. – 1:30 p.m.

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 and ATM 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 (if applicable).

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 and the related frequent flyer programme membership no (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 "Order submitted for processing" and a reference no. will be displayed onscreen.

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.

Q5.21.8

How can I report my ATM card as lost?

You can report your ATM card as lost by following the steps below:

Log in to Cyberbanking
Select “Cards” and then “ATM Cards”
Press “Report Loss”
Verify your instruction details and press “Confirm”
Instruction completed

Q5.21.9

How can I cancel my ATM card?

You can cancel your ATM card by following the steps below:

Log in to Cyberbanking
Select “Cards” and then “ATM Cards”
Press “Cancel Card”
Press “Continue”
Verify your instruction details and press “Confirm”
Instruction completed

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	Very Aggressive	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 Level		Corresponding 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 for 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 need to be a personal banking customer holding a SupremeGold Account, Supreme Account, or i-Account with a Linked Deposit Account to place orders. Moreover, you have to hold 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 through the Linked Deposit "Account Enquiries" function.

For Single/Basket Equity Linked Deposits – with Callable and Optional Kick-in Features, Barrier Touch Currency Linked Deposits, and Callable Interest Rate Index Linked Deposits, you can also check your transaction status on the same day using "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.
* Except Hong Kong public holidays or typhoon signal no.8 or above is issued

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 and Mobile Banking. 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 only redeem one fund 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 and Mobile Banking. You will continue to receive these physical notifications as well.

5.25 FX/Precious Metal Margin Trading

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, using the BEA App, or online from the effective date you activated the gold trading service onwards.

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 trade all HK-listed securities and China A-shares through the Shanghai or Shenzhen-Hong Kong Stock Connect, as well as other financial products such as HKSAR retail bonds and Nasdaq pilot programme shares.

Q5.28.2

Can I get real-time stock quotes?

Stock Trading customers can get real-time stock quotes on a continuous or per-quote basis.

Q5.28.3

What kinds of order can I place?

You can place day orders, which will be automatically cancelled after market close if not already 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 no longer required to select any order type manually when placing orders through our stock trading service. Our system will automatically default the type of your submitted order as Session Order, which will determine an appropriate order type according to the current or next trading session and dispatch your order to the market for matching and execution.

Q5.28.7

Can I amend or cancel the order during the Pre-order Matching, Order Matching, and Blocking period of the Pre-Opening session from 9:15 a.m. to 9:30 a.m.?

No orders can be amended or cancelled during that period of time if your order has been successfully submitted to the market for matching at or before 9:15 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?

Please 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 25^th 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" (from 4:06 p.m. to 4:10 p.m.)of the Closing Auction Session?

No orders can be amended/cancelled 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, make sure that your version of Internet Explorer (I.E.) is up to date: open I.E., select "Tools", then click "About Internet Explorer". Please download or update I.E. to the latest version if your device is not running 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. The application form takes at least two trading days to process. If you are unable to pass the validity check of the Mainland exchanges, we will inform you after we receive notice from HKEX.

Insurance

5.29 Insurance

Q5.29.1

How can I make enquiries related to Insurance?

Please submit insurance-related enquiries here.

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, and enjoy many other related services. These include:

Account balance enquiries
Contribution history enquiries
Withdrawal history enquiries
Fund switching history enquiries
Current investment enquiries
Investment changes
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 (Operated by Bank of East Asia (Trustees) Limited) 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 (Operated by Bank of East Asia (Trustees) Limited) 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.)
Hong Kong identity card no. (Registering your HKID no. as Proxy ID will allow you to receive payments and transfers from institutions, companies, and the HKSAR government.)

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 a one-time password (“OTP”) sent to your registered mobile no. and/or email address. If you register an FPS ID and/or Hong Kong identity card no*, no OTP will be required.
4.	Verify a summary of your FPS Addressing Service status with all banks/stored-value facilities.
5.	Verify the activation details and click “Confirm”.

*Please note that a Hong Kong identity card no. can only be registered through one licensed bank (FPS participant) only at a time. If you successfully re-register your HKID no., this will override any previous registration.

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 a merchant/organisation has accepted your eDDA request, the eDDA will be created immediately, and payments will henceforward be debited from your account according to the instruction.

Merchants/organisations can also request to set up payments with your approval.

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 “Payments > e-Direct Debit Authorisation”.
2.	Enter the scheduled payment details and either: Select from a list of merchants/organisations; or Directly enter the merchant/organisation’s Account no./ Mobile no. (FPS registered)/ Email address (FPS registered)/ FPS ID Then click “Proceed”.
3.	Verify the eDDA details and authenticate with i-Token or a one-time password.
4.	Once the merchant/organisation accepts your eDDA request, the eDDA will be created immediately.
5.	A notification message of acceptance/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 “Payments > e-Direct Debit Authorisation”.
2.	You can search records by merchant/organisation, record status, and/or start date. A summary of your eDDA records will be shown according to your search criteria.
3.	You can click “Edit” to change the withdrawal account, payment limit, frequency, and end date. Once the merchant/organisation accepts your update request, the eDDA settings will be updated immediately. A notification message of acceptance/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 “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 accept/reject a setup/maintenance request from a merchant/organisation?

Once a merchant/organisation makes a request to set up/edit/suspend/resume/terminate an eDDA record, you will receive an email notification at your email address (as registered with Cyberbanking). Please follow these steps to accept/reject the request:

1.	Log in to Cyberbanking and select “Payments > e-Direct Debit Authorisation”.
2.	Find the record and view the eDDA details in the summary.
3.	Click “Accept” or “Reject” in the relevant record.

Q5.33.6

If a merchant/organisation requests to set up an eDDA, how long can I take to accept or reject the request?

You are required to verify the details and accept or reject the eDDA in Cyberbanking or the BEA App through the eDDA function within 5 days. If you do not respond within that time, the eDDA request will be automatically rejected.

Q5.33.7

How can I know if the merchant/organisation debited fund from my account?

Upon completion of direct debit payment, notifications* will be sent by SMS and email. You can also enquire the debit record through “Account > Activities” of Cyberbanking.

*If the payment processed through Faster Payment System (“FPS”), relevant notifications will be sent. Please note that the notification is subject to the payment process selected by the merchant/ organization’s bank.

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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 "JavaScript" is not enabled. What does this mean?

To use Cyberbanking, JavaScript must be enabled in your browser.

If you are using Internet Explorer*:

1. Click "Tools"

2. Select "Internet Options"

3. Select the "Security" tab

4. Click "Medium"

5. Click "OK"

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

Q6.4

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

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

Q6.5

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

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

Q6.6

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.

Q6.7

I have forgotten my Cyberbanking PIN. How can I set a new one?

You can reset your Cyberbanking PIN in BEA App.

1. Tap “Forgot PIN” in the BEA App Login Page or select “PIN Centre” in the side menu.

2. Select “Cyberbanking PIN” if you are coming from the “PIN Centre”.

3. Enter your ATM Card information & PIN or Phone Banking PIN for authentication.

4. Enter an SMS one-time password for verification.

5. Your PIN is now reset. Please use your new PIN to log in to Cyberbanking or Mobile Banking.

Click here for demo guide

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7. Security Tips

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 i-Token authentication
	You can log in to Cyberbanking by using your Cyberbanking/Credit Card account number and PIN or i-Token authentication.

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.

Q7.3

Are there any security tips for using Cyberbanking?

Important Notes for Security in relation to Cyberbanking and BEA Mobile Banking

These important notes apply to both personal and corporate Cyberbanking services and BEA Mobile Banking. Please read and adopt the following security precautions before using Cyberbanking or BEA Mobile Banking:

(1)	Keep your Cyberbanking account number, ATM card number, user identity (“ID”)/name and Personal Identification Number ("PIN") for all Cyberbanking, ATM, BEA Mobile Banking and BEA App channels and i-Token Service 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 for any other service (such as your internet connection, or login for another website). In addition, choose login credentials, user ID/name and/or PIN which are significantly distinct from those used for 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, user ID/name and/or PIN, and send confirmation in writing to BEA without delay. If your device with i-Token Service/Biometric Authentication activated is lost or stolen, you should also contact our Customer Services Hotline - Internet on (852) 2211 1321.
(3)	It is not necessary for anyone affiliated with BEA to know your PIN. Do not disclose or share such information with anyone, including BEA staff or police officers, 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 install or use apps, applications, programs, or software from untrustworthy sources on your computers, mobile phones or tablet devices (collectively referred to as your “device”) to access Cyberbanking, BEA Mobile Banking or BEA App. Understand the permissions of applications carefully before you install them.
(6)	Use the version of operating system and browser recommended by BEA to access Cyberbanking, BEA Mobile Banking or BEA App. Keep the operating system and apps installed on your device up to date with the latest security patches.
(7)	Only download BEA’s official mobile application(s) from official stores (App Store or Play Store). Do not use the app on any “jailbroken” or “rooted” devices.
(8)	Only login to Cyberbanking through www.hkbea.com. Do not open any email attachments or click on URLs or hyperlinks embedded in any email, SMS, instant message, QR code, search engine, or any untrusted source to access Cyberbanking. You should access the BEA website by typing www.hkbea.com into the web browser or through bookmarking the BEA website.
(9)	When accessing Cyberbanking, BEA Mobile Banking or BEA App on your device, check what other applications are running in the background and stop unnecessary application from running.
(10)	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.
(11)	Make sure that all other browsers are closed before logging in to Cyberbanking or BEA Mobile Banking or BEA App.
(12)	Every time you log in to Cyberbanking or BEA Mobile Banking, please verify your previous login date and time on the first page.
(13)	Avoid sharing your device with others, and do not allow any third party’s biometric credentials to be stored on your device. Do not use other people’s devices to log in Cyberbanking, BEA Mobile Banking or BEA App.
(14)	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 Cyberbanking or BEA Mobile Banking immediately and scan your device, with the most up-to-date version of your virus protection software.
(15)	After you finish a session, make sure to log out of Cyberbanking or BEA Mobile Banking, and clear your browser cache.
(16)	Check your transaction history and e-statement regularly. Notify BEA immediately if you discover any problems (such as a lost ATM card) or any suspicious transactions and/or unauthorised transactions.
(17)	Never leave your device unattended while using Cyberbanking or BEA Mobile Banking or let any other person use your Cyberbanking or BEA Mobile Banking. To prevent unauthroised access by others, set up auto-lock or a passcode, and enable remote wiping for your device in case of any loss/theft.
(18)	Do not use a public computer or public Wi-Fi network to access the Cyberbanking or BEA Mobile Banking. Choose encrypted networks when using Wi-Fi and remove the settings of any unnecessary Wi-Fi connections. Disable any wireless network functions such as Wi-Fi, Bluetooth, near-field communication (NFC) when not in use.
(19)	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 open suspicious emails or click on the hyperlinks and attachments (including but not limited to encrypted files, compressed files (zip)) or scan QR code in suspicious emails or messages received through WhatsApp, Line, WeChat, and other e-communities.
(20)	Use proper firewalls, anti-virus and anti-spyware software, keep them updated, and scan your device regularly.
(21)	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 user ID/names and PINs is unselected.
(22)	Remove shared files and printers from your computer, especially when accessing the internet via broadband connection, wireless network, or similar setup.
(23)	Change your PIN immediately the first time you use the service, and destroy any documents containing your PIN. Memorise your PIN. Do not write them down.
(24)	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 password.
(25)	Keep your ATM Card, statements, cheque books, other important documents, and any security device for accessing Cyberbanking or BEA Mobile Banking in a safe place. Keep your PIN separate from your Cyberbanking account number and user ID/name, and do not keep your ATM card and password together. If you want to discard any documents that contain your personal information, destroy them first.
(26)	Change your PIN and ATM card password regularly.
(27)	Be alert to your surroundings before conducting any transactions. Make sure no one sees your user ID/name or PIN. Cover the keypad when you enter your PIN. Check that the protective keypad cover is intact before using any ATM in Hong Kong. Contact BEA immediately if in doubt.
(28)	Check the authenticity of the BEA website by checking the URL. A security icon that looks like a lock or key will appear when authentication and encryption is expected.
(29)	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).
(30)	When you receive an SMS with an One-time Password (“OTP”), or a security code, verify the accuracy of the login or transaction details prior to entering the OTP or the security code. When you receive our SMS message or inbox message or push notification, 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)	If your device is capable of biometric authentication (e.g. fingerprint or facial recognition), do not disable any features that can strengthen the security of biometric authentication.
(32)	Check the website's privacy policy statement and statement on security safeguards before providing personal data to the website.
(33)	Should you notice any suspicious devices at an 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 and inform BEA immediately.
(34)	Count the banknotes immediately after withdrawing cash at an ATM. Keep all transaction receipts and check them against your account records. Do not take away any banknotes left behind by someone else at the cash dispenser or ATM card left in the card insertion slot. Let the ATM retract the banknotes and/or ATM card automatically.
(35)	Retrieve the banknotes (if withdrawing cash), transaction receipt (if applicable), and ATM card as instructed after your ATM transaction is completed. Never try to push your ATM card back into the ATM.
(36)	Set your effective date and expiry date for overseas ATM cash withdrawal before travelling. Invalidate the function when you have returned from travelling.
(37)	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.
(38)	Please visit any of our branches to update your personal information if your mobile phone number, email address and/or correspondence address recorded in the Bank has been changed or become invalid. Please register your mobile phone number and email address before using i-Token service.
(39)	To avoid being deceived by a message, verify the sender's identity through alternative channels before taking any action.
(40)	Review and follow the security tips issued by BEA on a regular basis.

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: Microsoft Edge, Internet Explorer, Safari, and Google Chrome (for full details, see FAQ Q4.2).

JavaScript, TLS 1.2, and Cookies must be enabled.

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

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9. Trouble Shooting on Windows XP Service Pack 2

Q9.1

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

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

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

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

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

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

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

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

Pop-up menu screen of pop-up blocker bar

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

Q9.2

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

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

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11. i-Token

Q11.1

What is i-Token?

i-Token is an authentication tool embodied with BEA App function which allow customer to authenticate designated transactions and log in to Cyberbanking and BEA App.

Q11.2

Can I use i-Token with my account?

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

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

Q11.3

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

You will need the following:

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

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

Q11.4

How do I know my i-Token is already activated?

You can log in to the BEA App, going to Settings, and check whether the “Activate i-Token” toggle is enabled.

Q11.5

Are there any charges for using i-Token?

No, i-Token is a free service.

Q11.6

Can I still complete transactions without activating i-Token?

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

Q11.7

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

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

Q11.8

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

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

Q11.9

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

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

Q11.10

Can I activate i-Token on a jailbroken or rooted mobile device?

No. For security reasons, i-Token cannot be activated on a jailbroken or rooted mobile device.

Q11.11

Can I activate i-Token with a non-local mobile phone number?

Yes. Please ensure that the phone number provided/registered is able to receive SMS OTPs.

Q11.12

Can I carry on using i-Token if I have re-installed the BEA App?

No, if you have re-installed the BEA App, the previous i-Token will be terminated. You are required to re-activate i-Token.

Q11.13

Can I still authenticate my Cyberbanking transactions if I turn off push notifications for the BEA App?

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

Q11.14

Where can I activate i-Token?

You can activate i-Token by:

1.	Clicking the "i-Token" button located in the bottom-right corner of the BEA App main screen
2.	Clicking the alert message to activate i-Token which appears when you log in to the BEA App
3.	Logging in to the BEA App, going to Settings, and turning on "Activate i-Token and Biometric Authentication"
4.	To protect customer interest, the following designated transactions would be available after 6 hours upon activation of i-Token: Fund transfer and remittance to non-registered payee Add new payee Increase transaction limit

Q11.15

How can I deactivate i-Token?

By logging in to the BEA App/ Cyberbanking and deactivating i-Token in the Settings.

Q11.16

Can someone else log in to his /her Mobile Banking using the same mobile device on which my i-Token is activated?

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

Q11.17

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

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

Q11.18

Can I change my i-Token PIN?

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

Q11.19

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

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

Q11.20

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

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

1.	Push Notification
	When you are on the transaction's confirmation page, the i-Token-enabled mobile device^# will receive a push notification. Follow that instruction to authenticate your transaction. You will first need to enable push notifications. ^#Your mobile device must be pre-loaded with Google Play (for Android devices) in order to receive push notifications.

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

3.	Security Code
	When you are on the transaction's confirmation page, you can click “Click here” to generate a security code, then follow the instructions to authenticate your transaction. You can use this method while no internet access on your mobile device.

Q11.21

What kind of designated transactions can only be authenticated by i-Token?

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

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

Q11.22

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

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

Q11.23

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

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

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

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

Q11.24

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

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

Q11.25

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

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

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

Q11.26

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

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

Q11.27

Can I use any biometric credential in my mobile device to log in to the BEA App?

Yes. When you enable biometric authentication, any biometric credential stored on your mobile device can be used to log in to the BEA App. For security reasons, please do not let any other person register their biometric credentials on your device, and please do not share your device with others.

Q11.28

Why could cause my biometric authentication to be suspended?

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

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

Q11.29

What is automatic OTP registration?

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

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

Q11.30

Can I register or update my mobile phone number to receive SMS OTPs through Cyberbanking?

You can update your mobile phone number for SMS OTPs by using i-Token authentication through Cyberbanking. If you have not registered a mobile phone number previously, you need to register your mobile phone number at any branch.

Q11.31

How do I know which mobile phone number is my default number for receiving SMS OTPs or notifications?

You can log in to Cyberbanking and check your mobile phone number in "Settings > Two-factor Authentication > One Time Password" or call our customer service hotline on 2211 1321.

Q11.32

How can I update my mobile phone number for receiving SMS OTPs or notifications?

You can update your mobile phone number through Cyberbanking or at any BEA branch. Once that is done, SMS OTPs and notifications will be sent to your newly registered mobile phone number.

Q11.33

What is “Account Maintenance” under Settings on Cyberbanking?

This is where you can add or delete related accounts that you hold via Cyberbanking.

Q11.34

Is i-Token a must for account maintenance on Cyberbanking?

If you would like to add related accounts that you hold, you need i-Token to authenticate it. However, you can delete related accounts without using i-Token.

Q11.35

Will the addition or deletion of related accounts be effective immediately?

When you add a related account, the change will be effective on the next working day. For deletion of your own related accounts will be effective immediately.

Q11.36

What types of account (of my own) can I add as related accounts?

You can add the following account types as your related accounts:

HKD Current
RMB Current
USD Current
MCY Statement Savings
HKD Passbook Savings
FCY Passbook Savings
Time Deposit
Foreign Exchange Margin Trading
Gold

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Personal Banking

Cyberbanking

FAQs

Table of Contents

1. Introduction to Cyberbanking

Cyberbanking Transaction Limit

2. Service Hotlines

3. Brief Intro Cyberbanking – Internet

4. Operations of Cyberbanking – Internet

5. Functions of Cyberbanking – Internet include:

5.5 FAQs for Two-factor Authentication

6. Cyberbanking - Internet Troubleshooting

7. Security Tips

8. FAQs for Two-factor Authentication

9. Trouble Shooting on Windows XP Service Pack 2

11. i-Token