Cyberbanking
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Frequently Asked Questions

(Updated in March 2008)

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Table of Contents

1. Introduction of Cyberbanking
2. Service Hotlines
3. Brief on Cyberbanking - Internet
4. Operations of Cyberbanking - Internet
5. Functions of Cyberbanking - Internet
6. Trouble shooting on using Cyberbanking - Internet
7. Security Precautions
8. FAQ for Two-factor Authentication
9. Trouble Shooting on Windows XP Service Pack 2
10. FAQ for Cyberbanking - Mobile/PDA and CyberAlert


1. Introduction of Cyberbanking
   
Q1.1 What is Cyberbanking?
   
  Cyberbanking is an innovative and integrated banking service. Under the service, you can operate your accounts via various electronic channels such as the Internet, Mobile Phone / PDA, Phones, PowerPhoneTM, Kiosks and ATM.
   
  You can manage your finances such as account enquiry and funds transfer anytime, anywhere and anyhow.
   
  For details, please click here [Scope of Services].
   
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 Cyberbanking Account Number and the respective PIN for each channel to get access to the channel you would like to operate.
   
  For the sake of security, you are required to change the PIN for the first access to individual channels. On the other hand, you are also advised to change the PINs from time to time for your protection.
   
Q1.3 What should I do if I want to use Cyberbanking?
   
  You can enjoy the service by opening a Cyberbanking account at any one of our branches.
   
  If you are an account holder of SupremeGold Account, Supreme Account or i-Account, you are automatically entitled to the service.
   
Q1.4 How to login Cyberbanking?Demo
   
  You can visit the web site at www.hkbea-cyberbanking.com to press " Login". Then, you can input your Cyberbanking account number and PIN.
   
  If you are the principal BEA Credit Cardholder, you can use BEA Credit Card number and ATM PIN to log in Cyberbanking.
   
Q1.5 What is the service charge of Cyberbanking?
   
  Cyberbanking is a free of charge service.
   
Q1.6 What are the daily transaction limits of Cyberbanking?
   
 

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

Private Banking/SupremeGold Account

Fund Transfer within BEA Bank Accounts:
 
Type of Fund Transfer Withdrawal Limit
(Per account per day)		 Deposit Limit
(Per account per day)
Among Private Banking/SupremeGold - Sub-accounts (same currency)
No limit
No limit
Among Private Banking/SupremeGold - Sub-accounts (different currencies)
HKD2,000,000 or its equivalent
No limit
From Private Banking/SupremeGold - Sub-accounts to related accounts (except to Private Banking/SupremeGold - Sub-accounts) HKD2,000,000 or its equivalent

For own related accounts
No limit

For 3rd party related accounts with prior registration
HKD500,000 or its equivalent
Among related accounts (except fund transfer from Private Banking/SupremeGold - Sub-accounts) HKD1,000,000 or its equivalent
   
 
Type of Fund Transfer Withdrawal Limit
(Per Cyberbanking account per day) 		Deposit Limit
(Per deposit account per day)
Fund transfer to non-designated BEA accounts

HKD50,000 or its equivalent
(applicable to using one-time password ("OTP") only or using both OTP and digital certificate)

HKD100,000 or its equivalent
(applicable to using digital certificate only)
HKD50,000 or its equivalent
   
  Fund Transfer to Other Local Banks via CHATS or Electronic Clearing System OR Fund Transfer to BEA (China) Account:
 
Type of Fund Transfer  Withdrawal Limit (Per Cyberbanking account per day)
Using OTP only or both OTP and digital certificate Using digital certificate only
To accounts with prior registration
HKD50,000
HKD100,000
To accounts without prior registration
HKD15,000
HKD50,000
   
  Placement and Uplift of Time Deposit:
 
Type of Time Deposit Account Deposit to / Withdrawal from Transaction Limit
(Per account per day)
Private Banking/SupremeGold - Time Deposit Account Private Banking/SupremeGold - Sub-accounts Same currency
No limit

Different currencies
HKD2,000,000 or its equivalent
Related accounts (except Private Banking/SupremeGold - Sub-accounts) HKD2,000,000 or its equivalent
Related time deposit accounts (except Private Banking/SupremeGold - Time Deposit Account) Related accounts HKD1,000,000 or its equivalent
   
 
Other Transaction Limits:
   
- For using credit card accounts as withdrawal accounts in fund transfer transactions:

For classic or gold credit card accounts
The maximum withdrawal limit per account per day is HKD15,000 or the credit limit of the credit card account, whichever is lower.

For platinum card accounts
The maximum withdrawal limit per account per day is HKD30,000 or the credit limit of the credit card account, whichever is lower.
   
- Bill Payment, CyberPayment and JET Payment transactions are confined to HKD only and the withdrawal limit is HKD100,000 per account per day, the payment amount is counted within the withdrawal limit for funds transfer.
   
- For purchase and sale of gold in passbook gold account, the respective transaction limits are 150 taels or HKD500,000 or its equivalent per account per day, whichever is lower. (Applicable to SupremeGold Account only)
   
- For Fund Transfer and Time Deposit transactions, the maximum amount of exchange is CNY20,000 or its equivalent per person per day.
   
Note The above daily transaction limits are not applicable to SupremeGold - Securities Account.
   
 

Supreme Account/i-Account/Cyberbanking Account

Fund Transfer within BEA Accounts:
 
Type of Fund Transfer Withdrawal Limit
(Per account per day)		 Deposit Limit
(Per account per day)
Same currency fund transfer among sub-accounts of Supreme Account
No limit
No limit
Same currency fund transfer among sub-accounts of i-Account
No limit
No limit
  • Different currencies fund transfer among sub-accounts of Supreme Account
  • Different currencies fund transfer among sub-accounts of i-Account
  • Fund transfer to related account or designated third party account registered in Cyberbanking
 HKD1,000,000 or its equivalent For own related account
No limit

For designated third party related account (with prior registration)
HKD500,000 or its equivalent
   
 
Type of Fund Transfer Withdrawal Limit
(Per Cyberbanking account per day) 		Deposit Limit
(Per deposit account per day)
Fund transfer to non-designated BEA accounts

HKD50,000 or its equivalent
(applicable to using one-time password ("OTP") only or using both OTP and digital certificate)

HKD100,000 or its equivalent
(applicable to using digital certificate only)
HKD50,000 or its equivalent
   
  Fund Transfer to Other Local Banks via CHATS or Electronic Clearing System OR Fund Transfer to BEA (China) Account:
 
Type of Fund Transfer  Withdrawal Limit (Per Cyberbanking account per day)
Using OTP only or both OTP and digital certificate Using digital certificate only
To accounts with prior registration
HKD50,000
HKD100,000
To accounts without prior registration
HKD15,000
HKD50,000
   
  Placement and Uplift of Time Deposit:
 
Type of Time Deposit Account Deposit to / Withdrawal from Transaction Limit
(Per account per day)
Supreme
Account/i-Account - Time Deposit Account		 Supreme
Account/i-Account - Sub-accounts		 Same currency
No limit

Different currencies
HKD1,000,000 or its equivalent
Related accounts (except Supreme
Account/i-Account - Sub-accounts)		 HKD1,000,000 or its equivalent
Related time deposit accounts (except Supreme
Account/i-Account - Time Deposit Account)		 Related accounts HKD1,000,000 or its equivalent
   
 
Other Transaction Limits:
   
- For using credit card accounts as withdrawal accounts in fund transfer transactions:

For classic or gold credit card accounts
The maximum withdrawal limit per account per day is HKD15,000 or the credit limit of the credit card account, whichever is lower.

For platinum card accounts
The maximum withdrawal limit per account per day is HKD30,000 or the credit limit of the credit card account, whichever is lower.
   
- Bill Payment, CyberPayment and JET Payment transactions are confined to HKD only and the withdrawal limit is HKD100,000 per account per day, the payment amount is counted within the withdrawal limit for funds transfer.
   
- For purchase and sale of gold in passbook gold account, the respective transaction limits are 150 taels or HKD500,000 or its equivalent per account per day, whichever is lower.
   
- For Fund Transfer and Time Deposit transactions, the maximum amount of exchange is CNY20,000 or its equivalent per person per day.
   
Q1.7 Is there any service in Cyberbanking will levy service charge?
   
  The following services will levy service charges:
 
Category Charges Per Item (in HKD unless otherwise specified)
1. Fund Transfer
  a) To BEA (China) Account
  b) To other local banks – HKD CHATS
   
$150 (or its equivalent in USD currency)
$50
2. Cheque
  a) Stop cheque
  b) Cheque book delivery by registered mail
   
$100 per instruction regardless of cheque items*
$20 plus postage*
3. Statement Request (ad hoc)
$50 (or its equivalent in any deposit currency)
  *USD equivalent is collected for USD C/A
   
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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 appropriate hotlines below during office hours:
  Cyberbanking - Internet Hotline (852) 2211 1321
  Cyberbanking - Phone (852) 2211 1888
  PIN Lost Reporting Hotline (852) 2211 1345
  Customer Service Hotline (852) 2211 1333
  Credit Card 24-hour Customer Service Hotline (852) 3608 6628
   
 
The service hours (in HONG KONG time) for "Cyberbanking - Internet Hotline" are:
  Monday - Friday : 09:00 - 21:00
  Saturday : 09:00 - 17:00
   
  For phone numbers and addresses of our branches, please visit the website of our Bank at www.hkbea.com.
   
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3. Brief on Cyberbanking - Internet
   
Q3.1 What is the scope of Cyberbanking - Internet?
   
  You can perform the following functions through Cyberbanking -Internet :
  - MyPortfolio
  - Account Enquiry
  - Funds Transfer and Bill Payment
  - Scheduled Instruction for Funds Transfer and Payment
  - Time Deposit (Enquiry, placement and uplift of deposits, and renewal instructions)
  - Rate Enquiry (Deposit rates, exchange rates and passbook gold prices)
  - Requisition (Cheque books and statements)
  - Loans Calculation
  - Property Loans (Mortgage Term Enquiry, Property Valuation, Mortgage Pre-approval, Mortgage Application and Calculation)
  - Consumer Loans (Product Information Enquiry and repayment instruction)
  - Insurance (Travel Insurance, China Travel Insurance, Household Insurance, Domestic Hepler Insurance, Personal Accident & Medical Insurance application)
  - Credit Card (Direct Debit Authorization and Bonus Gallery)
  - Margin Trading (FX-Commentary and Product Information)
  - MPF (Enquiry for Account Balance, Contribution History, Current Investment, Fund Prices of Constituent Funds, Change of Investment Choices, Fund Switching (for existing assets) and Introduction )
  - Other Services (Electronic Message, Change PIN, Register and Change e-mail, Stop Payment Order, Application of Telegraphic Transfer / Demand Draft / Cashier Order)
  - Information
   
  Besides, you can obtain more details via the "Scope of Services" and the "New Features and Recent Development" of the Cyberbanking.
   
Q3.2 How can I reach each function of Cyberbanking - Internet?
   
  All functions will form the Main Menu as a column bar that is always positioned at the left-hand side of the screen to allow you to select whichever function you want.
   
  Furthermore, some functions may have sub-functions located below the banner of the Bank on the screen as Sub-Menus.
   
Q3.3 Which account types are provided in Cyberbanking - Internet?
   
  - Supreme Account
  - i-Account
  - HKD Current Account
  - USD Current Account
  - Multi-currencies Statement Savings Account
  - Time Deposit Account
  - HKD Savings Account
  - FCY Savings Account
  - Credit Card Account
  - Foreign Exchange Margin Trading Account
  -Mandatory Provident Fund
   
Q3.4 What are the services hours of each function and account type?
   
  You can view the timetable of service hours for various functions and account types by clicking the [Information] button on the Main Menu.
   
  Please note that all hours expressed in the time table are in HONG KONG time (HKG) and so are all time expressions in all functions and their screens such as account balance screens.
   
Q3.5 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 directly go to the website of Cyberbanking at
www.hkbea-cyberbanking.com or the website of our Bank at
www.hkbea.com and then enter your account number and PIN.
   
Q4.2 What is the recommended equipment for Cyberbanking - Internet?
   
  Check the followings recommended equipment:
 
Hardware Requirements Minimum Requirements
Personal Computer (PC) Pentium III 500MHz or higher of IBM-Compatible PC with mouse
Main Memory 128 MB or above
Modem 56kbps modem or faster Internet connection
Monitor & Best Resolution SVGA Monitor, 800x600
   
 
Software Requirements
 Minimum Requirements
Operating System English, Traditional Chinese or Simplified Chinese Version Windows 2000/Millennium Edition/XP/NT 4.0/Vista
Browser
  •  
    		•  Internet Explorer 5.0 or above (If using Internet Explorer 5.5, please upgrade to Service Pack 2)
  •  
    		•  Netscape 7+ series such as Netscape 7.1, 7.2, etc.
  •  
    		•  "Java", "JavaScript", "SSL" and "Cookies" options are enabled.
  •  
    		•  JVM (Java Virtual Machine) shall be installed with Sun Micro version 1.4.2_03/1.4.1_06/1.3.1_10 or above or MSJVM 5.0
       
    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 on the screen.
       
    Q4.4 What should I do if I want to exit Cyberbanking - Internet?
       
      You have to click the [Exit] button whenever you want to exit the service and the button is always available at the lower side of the Main Menu.
       
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    5. Functions of Cyberbanking - Internet include :
     
    5.1 MyPortfolio
    5.2 Account Enquiry/e-Statement
    5.3 Funds Transfer (Include Scheduled Instruction)
    5.4 CyberPayment/Bill Payment/JET Payment (Include Scheduled Instruction)
    5.5 Time Deposit
    5.6 Cyberfund Centre
    5.7 Rate Enquiry
    5.8 Requisition
    5.9 Loans Calculation
    5.10 Message
    5.11 Change PIN
    5.12 Stop Payment Order
    5.13 Application of Telegraphic Transfer, Demand Draft and Cashier Order
    5.14 Property Loans
    5.15 Consumer Loans - CyberCash
    5.16 Credit Card
    5.17 Insurance
    5.18 Margin Trading
    5.19 MPF
    5.20 Passbook Gold
    5.21 Market Express
    5.22 Information
       
    MyPortfolio
       
    Q5.1.1 What is [MyPortfolio]?
       
     
    [MyPortfolio] 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 in the [MyPortfolio] sub-function?
       
     
    You can get your net asset value at a glance. For overview, a table have listed down the total balance of MyAccounts, the market value of MyStocks, the total value indication of MyProperties, the total outstanding principal balance of MyLoans and the total outstanding balance of MyCreditCards. For more details, you can also have a quick view of each catagory separately.
       
    Q5.1.3 What can I do in the [MyAccounts] 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 [MyStocks] 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 [MyProperties] sub-function?
       
     

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

       
    Q5.1.6 Can I revalue my property under [MyProperties] 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 [MyLoans] sub-function?
       
     
    [MyLoans] summarizes 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 MyPortfolio?
       
     
    You can input your Consumer Loan account details with other financial institutions to [MyLoans] under [MyPortfolio]. 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 [MyCreditCards] 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.
       
    Q5.1.11 What can I do in the [MyBills] sub-function?
       
     
    [MyBills] allows you to schedule your payment (maximum for 1 year) to various merchants, including telecommunications, insurance, credit card, public utilities, government, etc.
       
    Account Enquiry
       
    Q5.2.1 What information can I get from the [Account Enquiry] function?
       
     
    There are three sub-functions in the [Account Enquiry] function. They are as follows:
    [Account Balance] 1 : to enquire the current and the available balances of an account.
    [Account Summary] : to enquire the current and the available balances of all accounts.
    [Account Activity] : to enquire the current day's transactions2, a maximum of the latest 30 transactions up to the last business day, or the transaction history up to last 12 months.
    Remarks:    
    1 You can also enquire the "Accumulated Bonus Point" of a credit card account.
    2 The credit card account only provides transactions performed via Cyberbanking - Internet.
       
    Q5.2.2 What is e-Statement service?
       
      e-Statement service provides you with a convenient way to view your account statements online in PDF format via Cyberbanking - Internet.
       
    Q5.2.3 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 Account
    • Credit Card Account
    • HKD Current Account
    • USD Current Account
    • Multi-Currencies Statement Savings Account
    • CNY Current Account
    Q5.2.4 Who can use e-Statement service?
       
      Only Cyberbanking customers, who have registered to use e-Statement service, can view the e-Statements of their relevant pre-designated accounts via Cyberbanking - Internet.
       
    Q5.2.5 How can I register for e-Statement service?
       
      To register, simply login to Cyberbanking and select e-Statement under the [Other Services] function and follow the on-screen instructions.
       
    Q5.2.6 Will I still receive printed statements after I have registered for e-Statement service?
       
      Yes, you will still receive printed statements after you have registered for e-Statement service.
       
    Q5.2.7 How long will past e-Statements be retained?
       
      e-Statements can be accessed via Cyberbanking – Internet and viewed for a maximum period of two years starting from 1 January 2005.
       
    Q5.2.8 Why can't I view my e-Statement?
       
      First, you must register for e-Statement service. Second, you must install Adobe Reader version 6.0 or above to view your e-Statement.
    If you encounter any problems, please contact our Customer Service Hotline on (852) 2211 1321 during service hours.
       
    Q5.2.9 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.
       
    Funds Transfer
       
    Q5.3.1 What can I do in the [Funds Transfer] function?
       
      You can transfer funds from your accounts to accounts within the Bank or other local banks with or without prior registration. For funds transfer to other local banks, you can use either Electronic Clearing or CHATS. Service charges will be levied on each CHATS transaction.
       
      For instructions via Electronic Clearing, the funds transferred to the account of the receiving bank will normally be available two working days after the transaction day.
       
      For instructions via CHATS, the funds transferred to the account of the receiv