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| Security – Other Security Concerns |
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| Internet Banking Services – Account Enquiry |
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| Internet Banking Services – Credit Card |
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| Internet Banking Services – Bill Payment |
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| Internet Banking Services – Funds Transfer |
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| Internet Banking Services – GIRO Service |
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| Internet Banking Services – Time Deposit |
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| Internet Banking Services – Application |
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| Internet Banking Services – Travel Insurance Application |
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| Internet Banking Services – Monthly Savings Account Application |
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| Internet Banking Services – Savings/Current Account Application |
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| Internet Banking Services – Al-Wadi'ah Monthly Savings Account Application |
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| Internet Banking Services – Insurance - EnhancedCare Application |
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| Internet Banking Services – Insurance - Hospital Accident Care Application |
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| Internet Banking Services – Insurance - SafeHome Application |
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| Internet Banking Services – Insurance - SeniorCare Application |
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| Internet Banking Services – Customer Service |
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| Internet Banking Services – Personal Profile |
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| Internet Banking Services – Secured Mailbox |
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| Internet Banking Services – Smart Notification |
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| What are these new services – Credit Card Add Payer service and Bill Payment Pay Authorised Card(s)? |
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| These services allow the main OCBC Credit Card member to appoint an Authorised Payer to view and pay for his / her outstanding credit card balances via Internet or Mobile Banking. Click here for more information.
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| What are the new enhanced security features implemented on Internet Banking? |
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We have implemented a security feature whereby you will be able to view your Last 5 OTP-enabled transactions at a glance on internet. Click here to find out more.
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| What is 2-Factor Authentication and how do I upgrade to this additional level of security? |
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2-Factor Authentication is a new security measure that provides greater peace of mind when you bank online. Visit www.ocbc.com/2FA for details on the 3 simple solutions we are offering to suit your lifestyle.
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| What are the recent Internet Banking enhancements? |
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With the enhancement in functionality, you can now:
- Enjoy enhanced security and greater peace of mind offered by our 2-Factor Authentication solutions
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Reactivate your 2FA Token at any OCBC Bank ATM (for users who have exceeded the maximum number of attempts to submit a valid OTP)
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Update your preferred mobile phone number to receive OTPs via SMS at any OCBC Bank ATM (Applies to 2FA SMS Token users only).
- perform bill payments to selected billing organisations using OCBC Credit Cards.
- activate Travel Insurance before going on a holiday.
- sign up for Monthly Savings Account.
- use our new GIRO service (apply for GIRO and set-up GIRO reminders).
- specify up to three of your favourite Bill Payment and Funds Transfer in your personal preference so as to facilitate easy payment/ transfers on your Internet Banking Home page simply at the click of your mouse!
- pay to selected Billing Organsations using your OCBC Credit Card.
- view Auto loan account(s) details and make payment via Bill Payment setup. LATEST!
- open a Savings / Current AccountLATEST!
- sign up for Al-Wadi'ah Monthly Savings Account.LATEST!
- Apply insurance - SafeHome, EnhancedCare, SeniorCare and Hospital Accident CareLATEST!
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| How can I reactivate my 2FA Token?(Applies to users who have exceeded the maximum number of attempts to submit a valid OTP) |
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Simply reactivate your 2FA Token at any OCBC Bank ATM.
Select > More services > More Services > Phone Banking / Internet / Mobile Banking > Internet/Mobile Banking 2FA services > Re-activate 2FA Status |
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| How should I update OCBC Bank with my new mobile phone number, so that I can continue to receive my OTP via SMS? (Applies to 2FA SMS Token users only) |
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Simply update your mobile phone number at any OCBC Bank ATM.
Select > More services > More Services > Phone Banking / Internet / Mobile Banking > Internet/Mobile Banking 2FA services > Update SMS Token Mobile Number |
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| What Internet Banking services does OCBC offer? |
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With the enhancement in functionality, you can now:
(a) experience enhanced user experience on Internet Banking with our improved user interface and design.
(b) perform a one-time Bill Payment using account(s).
(c) perform bill payments to selected billing organisations using OCBC Credit Cards. LATEST!
(d) check and update daily limit for 3rd party Funds Transfer
(e) perform a Balance Transfer from transactions incurred from your other credit cards, to enjoy OCBC’s preferential rates.
(f) activate Travel Insurance before going on a holiday.
(g) sign up for Monthly Savings Account.
(h) use our new GIRO service (apply for GIRO and set-up GIRO reminders).
(i) specify up to three of your favourite Bill Payment and Funds Transfer in your personal preference so as to facilitate easy payment/ transfers on your Internet Banking Home page simply at the click of your mouse!
(j) pay to selected Billing Organsations using your OCBC Credit Card.
(k) view Auto loan account(s) details and make payment via Bill Payment setup. LATEST!
(l) open a Savings / Current AccountLATEST!
(m) sign up for Al-Wadi'ah Monthly Savings Account.LATEST!
(n) Apply insurance - SafeHome, EnhancedCare, SeniorCare and Hospital Accident CareLATEST! |
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| Why should I use OCBC Internet Banking? |
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| OCBC Internet Banking is a 24-hour service. You can perform banking transactions from any computer with a browser and an Internet connection, at the click of the mouse – all at your convenience. |
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| What does it cost to use OCBC Internet Banking? |
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| Internet Banking, like any of our other electronic banking services, is free of charge. However, standard transactional fees for some services such as “Stop Payment of Cheques” and “Unsuccessful Funds Transfer” to another bank will apply. |
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| Who can apply for OCBC Internet Banking? |
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To apply for OCBC Internet Banking, you will need to have at least one of the following OCBC account:
- Savings Account
- Current Account
- Foreign Currency Call Account
- Foreign Currency Checking Account
OR if you are an existing OCBC Credit Card customer. |
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| How do I apply for OCBC Internet Banking? |
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Via OCBC ATM
- Insert your OCBC ATM card
- Select “Other Services” after entering your ATM PIN
- Select “Other Services”
- Select “Phone Banking/Internet Banking”
- Select “Internet Banking Application”
- Enter your new 6 digit Internet Banking PIN
- To confirm, enter your new 6 digit Internet Banking PIN again
- End of application. Transaction receipt will state Internet Banking access code for first log-in
By mail
1. Collect a form from our branches or download and print it from the Internet.
2. Mail it to us:
Oversea-Chinese Banking Corporation Ltd
Account Services
Bras Basah Post Office
Locked Bag Service No. 8
Singapore 911886
At our Branches
1. Visit any of our Branches
2. Select your Internet Banking PIN on the spot
3. Start accessing Internet Banking immediately
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| When can I access OCBC Internet Banking? |
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| OCBC Internet Banking is a 24-hour service so you can access it any time at your convenience. |
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| Types of transaction advice and what they mean. |
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1. Successful – Your instruction has been carried out successfully
2. Rejected – Your instruction has not been carried out successfully
3. Deleted – You have deleted the instruction
4. Pending – Your instruction has been accepted and the transaction will be carried out at the respective date(s)
5. Processing – Your instruction has been accepted and the transaction will be carried out on the respective date or the next business day
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| What should I do if there’s any discrepancy in my account? |
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| Please contact our customer service hotline at 1800-363 3333 immediately if you notice any discrepancy in your account. |
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| Can I access to Mobile Banking using my Internet Banking Access code and PIN? |
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| Yes. You can login to Mobile Banking using your Internet Banking Access Code and PIN. |
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| Would my Internet Banking transactions be reflected on Mobile Banking? |
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| Yes. Your Deposit account transaction history and your Credit Card account unbilled transaction history done on Internet Banking will be reflected on Mobile Banking. |
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| What should I do if I encounter problems with logging into OCBC Internet Banking? |
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| Check if you have the necessary hardware and software requirements specified below.
If you are accessing OCBC Internet Banking through a Local Area Network (LAN), please check whether your LAN is configured to allow secured transactions through the Internet.
If you are still unable to login to Internet Banking even after checking the above, please email to ContactUs@ocbc.com or call our Customer Service Hotline at 1800 363 3333.
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| What do I need to access OCBC Internet Banking? |
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Recommended hardware requirements
A Pentium PC (min 500 Mhz, 64 MB RAM & above)
A 56 kbps modem or higher.
Recommended software requirements
WIN98SE / WINXP / WIN ME
Internet Explorer 5.5 or higher
Netscape Navigator 6.2 or higher
*Note : Java Virtual Machine (JVM) is required. You can download the latest Java plug-in from Sun Microsystem website at http://www.java.com/en/download/manual.jsp
To check if you have the right version of JVM installed. click here
For Mac Users:
Mac OS 10.2 and above with Netscape 7.02
(For more details on why Internet Explorer is not supported, please click here)
Mac OS X 10.2 and above with Safari browser 1.2
If you are accessing OCBC Internet Banking through a Local Area Network (LAN), please check with your system administrator whether your LAN is configured to allow secured transactions through the Internet.
If you do not have the required browsers, you can download them at the Microsoft and Netscape web-sites.
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| Can I change my access code? |
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| Yes, login to Internet Banking and select “Change Access Code” under Customer Service.
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| What if I have forgotten my Access Code? |
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If you have forgotten your Preferred Access Code, you can use your Bank- issued Access Code to login.
If you have forgotten both your Bank-issued Access Code and Preferred Access Code, you can contact us at 1800 363 3333 or 65 6 363-3333
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| We use the highest level of encryption available today to ensure that your account information and instructions are safely sent through.
Entering OCBC Internet Banking
To login, please key in an Access Code and a 6-digit PIN, which is only known to you.
During the Session
Once you have logged in, all communications are encrypted to protect the confidentiality of your transactions using Secure Sockets Layer (SSL 128 bit), the highest level of encryption used.
The session will automatically be terminated if account remains unused for 10 minutes.
This reduces risks of unauthorised access to your account.
Exiting OCBC Internet Banking
Security Tips
Here are some good practices to follow when using Internet Banking
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Logout of the system whenever you leave your computer terminal. We also recommend the use of a screen saver with a time-out period of between 2-10 minutes.
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For your PIN, do not use numbers which can easily be linked to you, like your birthday or a telephone number,.
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Do not share your PIN with others; please change it immediately if you know it has been disclosed to others. We recommend changing your PIN periodically and not to re-use previous numbers.
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Contact us immediately at 1800- 363 3333 if you notice any discrepancy in your account as a result of unusual transactions.
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To prevent your computer from "hanging" frequently, thereby affecting its performance, we strongly recommend the use of a reputable anti-virus product to scan for and remove computer viruses from your hard disk on a regular basis.
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Please clear your browser’s cache and history after logging out.
For Internet Explorer 5.0 and above users
To prevent disclosure of your personal Access Code and PIN to unauthorised users, please de-activate the Auto Complete function of your browser. Here's how you can do it:
1. Under Tools menu, select Internet Options
2. Go to Content
3. Select Personal Information
4. Click on AutoComplete button
5. Uncheck the box User Name and Password on
Forms
6. Click on Clear Password button
7. Press OK buttons twice to exit
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| Yes you can change your PIN. Login to Internet Banking, click on Customer Service and then select “Change PIN” in the left navigation bar. |
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If you forget your PIN, you can re-apply for it through the following options:
Via OCBC ATM
- Insert your ATM card
- Select “Other Services” after entering your ATM PIN
- Select “Other Services”
- Select “Phone Banking/Internet Banking”
- Select “Internet Banking PIN Replacement”
- Enter your new 6 digit Internet Banking PIN
- To confirm, enter your new 6 digit Internet Banking PIN again
- End of application
By completing the eBanking services form.
Mail it to:
Oversea-Chinese Banking Corporation Ltd
Accounts Services
Bras Basah Post Office
Locked Bag Service No. 8
Singapore 911886
However, if you have already reapplied for a new PIN by completing the eBanking services form, you will not be able to apply for it again via the ATM.
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| How can I safeguard my PIN? |
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- For your PIN, do not use numbers which can be easily linked to you, like your birthday or a telephone number.
- Do not share your PIN with others; please change it immediately if you know it has been disclosed to others. We recommend changing your PIN periodically and do not re-use previous numbers.
- Contact us immediately at 1800- 363 3333 if you notice any discrepancy in your account as a result of unusual transactions.
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| What should I do if I suspect my PIN has been tampered with? |
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| If you notice any discrepancy in your account(s) or if you suspect that someone has been using your Internet ID to access your account, change your PIN and contact us immediately at 1800 363 3333, or 65 6 363 3333 when calling from overseas. |
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| Where can I find OCBC Security and Privacy policies? |
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| The Security and Privacy policies can be found in the Tools and Info section of the website. You can also access them by clicking here |
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| What are the security features in OCBC Internet Banking? |
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| We use the highest level of encryption available today to ensure that your account information and instructions are safely sent through.
Entering OCBC Internet Banking
To login, key in an Access Code and a 6-digit PIN, which is only known to you.
During the Session
Once you have logged in, all communications are encrypted to protect the confidentiality of your transactions using Secure Sockets Layer (SSL 128 bit), the highest level of encryption used.
The session will automatically be terminated if account remains unused for 10 minutes.
This reduces the risk of unauthorised access to your account.
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| What do I do if I suspect unauthorised transactions on my account? |
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| If you notice any discrepancy in your account(s) or if you suspect that someone has been using your Internet ID to access your account, change your PIN and contact us immediately at 1800 363 3333. |
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| Can I access OCBC Internet Banking using a public PC? |
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| We do not encourage the access of Internet Banking using a public or shared PC as you’re more exposed to malicious programs or viruses. |
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| How do I prevent my browser from storing my access code or access PIN? |
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Some browsers store and list possible matches from entries that you have typed previously. You can prevent any User ID/PIN from being stored in your browsers by de-activating the function:
o Launch your Internet Explorer browser and click on "Tools" >> "Internet Options" >> "Content".
o Under "Personal Information", click on "AutoComplete"
o Uncheck "User names and passwords on forms" and click on "Clear Passwords".
o Click on "OK" to save your settings
o Launch your Internet Explorer 7.0 browser and click on "Tools" >> "Internet Options" >> "Content".
o Under "AutoComplete", click on "Settings"
o Uncheck "User names and passwords on forms"
o Click on "OK" to save your settings
o Go to "Netscape" or "Edit"
o Select "Preferences"
o Double click on "Privacy & Security"
o Click on "Passwords"
o Ensure that "Remember passwords" under "Password Manager" is unchecked
o Click "OK" to save your settings
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| Why does the lock disappear during my Internet Banking session or when I get back to Internet Banking after visiting OCBC unsecured webpages?
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For Internet Explorer browsers, the padlock is not a reliable indicator of whether the pages and information are encrypted with SSL as it may remain "unlocked" even though the pages are actually encrypted with SSL. To verify the SSL encryption, simply:
- Internet Explorer browser
- Right click your mouse
- Select "Properties"
- Click on “Certificates”
- For secured site, you will see the details of the security certificate information
- For unsecured site, there is no security certificate information
- For Netscape browser
- Right click your mouse (For Mac computer, hold down "control" key while you click)
- Select "View Frame Info" or "View Page Info"
- Click on the “Security” Tab
- For secured site, you can view the security certificate information by clicking the “View” button
- For unsecured site, it state “Web Site identity not verified”
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| What are the hardware / software requirements for accessing OCBC Internet Banking? |
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Recommended hardware requirements
A Pentium PC (min 500 Mhz, 64 MB RAM & above)
A 56 kbps modem or higher.
Recommended software requirements
WIN98SE / WINXP / WIN ME
Internet Explorer 6 or higher
Netscape Navigator 6.2 or higher
(For more details on why Internet Explorer 5.5 is not supported, please click here)
*Note : Java Virtual Machine (JVM) is required. You can download the latest Java plug-in from Sun Microsystem website at http://www.java.com/en/download/manual.jsp
To check if you have the right version of JVM installed. click here
For Mac Users:
Mac OS X 10.2 and above with Netscape 7.02.
(For more details on why Internet Explorer is not supported, please click here)
Mac OS X 10.3 and above with Safari browser 1.2.
For Mac OS X 10.4 Java support, please click here.
If you are accessing OCBC Internet Banking through a Local Area Network (LAN), please check with your system administrator whether your LAN is configured to allow secured transactions through the Internet.
If you do not have the required browsers, you can download them at the Microsoft and Netscape web-sites.
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| What browser should I use for accessing OCBC Internet Banking? |
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For users of Windows 98 and above :
Internet Explorer 6 or higher
Netscape Navigator 6.2 or higher
(For more details on why Internet Explorer 5.5 is not supported, please click here)
*Note : Java Virtual Machine (JVM) is required. You can download the latest Java plug-in from Sun Microsystem website at http://www.java.com/en/download/manual.jsp
To check if you have the right version of JVM installed. click here
For Mac Users:
Mac OS X 10 and above with Netscape 7.02
(For more details on why Internet Explorer is not supported, please click here)
Mac OS X 10.3 and above with Safari browser 1.2
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| How do I upgrade my Internet Explorer? |
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Instructions on upgrading of Internet Explorer
- For Internet Explorer 5.01 on Windows 2000 SP4
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
- For Internet Explorer 7 for Windows XP Service Pack 2
- Go to the Download page here
- Click on "Download SP2 from Microsoft Update"
- Click on "Start Now"
- Proceed to click on "Continue"
- Install the ActiveX control by following the instructions found on the webpage
- For Internet Explorer 7 for Windows XP Service Pack 3
- Go to the Download page here
- Click on "Download SP3 from Microsoft Update"
- Click on "Start Now"
- Proceed to click on "Continue"
- Install the ActiveX control by following the instructions found on the webpage
- For Windows Server 2003 and Windows Server 2003 SP1
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
- For Internet Explorer 6 SP1 on Windows Server 2003, Windows Server 2003 SP1, Windows XP SP1
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
- For Windows XP SP2
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
- For Windows 98, Windows 98 Edition, and Windows Millennium Edition
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
- For Windows Vista and Windows Server 2008
- Go to Microsoft Download Centre here
- Click on "Download" button
- Click on the "Save" button, and to a directory on the personal computer
- Go to the directory and double click
- Follow the Microsoft instructions to upgrade
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| How do I clear my browser cache after each Internet Banking session? |
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To clear your browser cache:
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Internet Explorer
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Go to "Tools"
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Go to "Internet Options"
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Select "General"
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At Temporary Internet files, select "Delete Files" and "Delete Cookies" for IE 6 and above
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Click "OK" to delete all temporary internet files and Cookies
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Netscape
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Go to "Netscape" or "Edit"
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Go to "Preferences"
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Select or double-click on "Advanced"
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Select "Cache"
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Click on "Clear Memory Cache" and "Clear Disk Cache"
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| What should I do when my terminal takes a long time to get connected to OCBC Internet Banking? |
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You should clear your cache memory to improve the performance of your browser.
Click here to check how you can clear your browser’s cache.
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| Why do I experience slow response while accessing OCBC Internet Banking? |
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The slow response you are experiencing could be due to the following:
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You are not using the recommended browser, operating system and hardware.
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Your Internet Service Provider, Local Area Network or our system is operating slowly.
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| What should I do when I encounter an error message indicating an SSL pattern? |
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This happens when your browser is unable to carry out secured transactions.
This is how you can enable your browser to make such connections:
Netscape
1 .Click on "Edit" from the pull-down menu in your browser.
2. Select "Preferences"
3. Click on "Privacy & Security"
4. Click on "SSL"
5. Ensure that Enable SSL (Secure Sockets Layer) v3 is selected.
6. Click on the "OK" button
Internet Explorer
1. Select Tools from the pull-down menu in your browser.
2. Select Internet Options
3. Select Advanced tab
4. Scroll down to Security. Ensure that Use SSL 3.0 is selected
5. Click on the "OK" button.
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| What should I do when the screen turns blank with no activity when I am accessing OCBC Internet Banking? |
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This happens when your browser is unable to process java-script.
This is how you can enable your browser to process java-script:
Netscape Navigator
1. Select "Edit" from the pull-down menu in your browser.
2. Select "Preferences"
3. Select "Advanced"
4. Ensure that Enable Java and Enable Java Script is selected.
5. Click on the "OK" button
Internet Explorer
1. Select Tools from the pull-down menu in your browser
2. Select Internet Options
3. Select Advanced tab
4. Scroll down to Microsoft VM. Ensure that JIT compiler for virtual machine enabled is selected.
5. Select the Security tab.
6. Click on the Custom Level button. The Security Settings dialog will appear.
7. Scroll down to Microsoft VM. Ensure that Disable Java is not selected. High safety is the default option.
8. Click on the "OK" button.
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| Can I access all my OCBC accounts and the account balances? |
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| OCBC Internet Banking allows you to access all your Savings, Current, Fixed Deposits, Loans, Global Deposits, Personal Line, EasiCredit and Credit Card accounts. |
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| Where can I view my account balance and transaction details? |
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| Login to Internet Banking, click on “Account Summary” and “Transaction History” to view your account balance and transactions performed respectively. |
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| How often is my account updated? |
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| Your account is updated real time, up to the time of enquiry for all online transactions. |
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| What transaction details can I view on eStatement and Unbilled Transactions? |
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| You can view transactions incurred with the active credit card(s) you currently hold. Please refer to your printed statement(s) should you wish to view transactions made previously with an invalid credit card that have been reported lost.
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| What kind of loan accounts can I see? |
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| You would be able to view all types of loans (including Housing Loan, Renovation Loan, Tuition Fee Loan, Auto Loans etc) . |
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| What constitutes an outstanding loan amount? |
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| An outstanding loan amount includes outstanding principal and interest accrued up to the previous working day (including Saturdays) as well as late interest and other charges. |
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| Why can't I see my loan details? |
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| If you can’t see your loan, kindly contact our customer service hotline at 1800-363 3333. |
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| How do I tell when my next loan installment is due? |
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| The 'Due Date' will show you when your next loan instalment is payable. |
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| Which date should I refer to on the Transaction History screen – Transaction Date or the Value Date? |
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| The Transaction Date refers to the date when the charge(s) was incurred. To verify that your charges are correct, please refer to the Transaction Date. |
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| Can I view my latest unbilled transactions online? |
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| Yes, you may view your unbilled transactions via the Unbilled Transactions screen. |
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