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Security Device Related

General FAQs for Security Device
What is a Security Device?
A Security Device is any smartcard, token, electronic device, hardware or any other equipment used for generating a Security Code. The Bank now offers two types of Security Device – Security Device (applicable to General Customers) and “My Smart Card” (exclusive to SMART Banking Customers).

 
Security Device
“My Smart Card”
What is a Security Code?
A Security Code is a one-time password which is generated by a Security Device for verifying a user’s online identity and authenticating designated online transactions (e.g. fund transfers to non-registered accounts). Each Security Code is only valid for a short time interval.
What are the differences in functionality between the Security Device and “My Smart Card”?
 
Functionality Security Device “My Smart Card”
Generation of Security Code
Transaction Signing
Set up Security Device PIN N/A
Credit card functions N/A
ATM functions N/A

 
Why do I need a Security Device?
A Security Device can enhance the security of online transactions and protect you against possible online fraud when you manage your daily finance online. It is a reliable tool to verify customer’s identity and authenticate designated online transactions (e.g. fund transfers to non-registered accounts).
In addition, our bank will continue to provide a wider range of online services and functions. With a Security Device, you can enjoy full access to Internet banking services.
How can I apply for a Security Device?
If you want to enjoy the convenience offered by the Security Device as soon as possible, you may visit any of our branches in person to apply for one.
Do I need to pay for a Security Device?
The Security Device is free of charge for all first-time applications. However, charges may be involved for the subsequent applications or replacement. Please refer to our latest “Banking Service Charges” for details.
What should I do after I have received a Security Device?
Upon receipt of your Security Device, you are recommended to activate it via Personal Internet Banking immediately or within 90 days from the issue date of the letter enclosed with your Security Device.
What is Transaction Signing?
Transaction Signing is a more sophisticated authentication process. You are required to key in transaction specific information (e.g. beneficiary account number, bill account number etc.) on your Security Device to generate a unique Security Code in order to enjoy greater protection for your online transactions.
What transaction specific information do I need to enter into my Security Device to generate Security Code when I want to perform designated online transactions?
To generate a Security Code, please follow the on-screen instructions on the Personal Internet Banking pages to enter the correct transaction specific information (e.g. beneficiary account number, bill account number etc.) into your Security Device.
What should I do if the Security Code I have entered when performing designated transaction is not accepted?
Your entered Security Code may not be accepted due to one of the following reasons:
 
  1. You may have entered an invalid Security Code (including the entered Security Code not equal to the one displayed on your Security Device or entered incorrect transaction specific information into your Security Device).
  2. Each Security Code is only valid for a short time interval. The time permitted for entry of the Security Code has expired.

Please follow the on-screen instructions and repeat the process to generate a valid Security Code. If the Security Code is still not accepted, please call our Customer Service Hotline on 2818 0282.
What should I do if my Security Device is broken?
Please call our Customer Service Hotline on 2818 0282 for replacement. The new Security Device will be sent to your registered mailing address according to the Bank's records. The Bank has the right to charge the customer a replacement fee as determined by the Bank from time to time if the Security Device is physically damaged.
What should I do if my Security Device is lost or stolen?
Please go to “Security Authentication - Report Loss of Security Device” or call our Customer Service Hotline at 2818 0282 and request for replacement immediately.
Can the same Security Device be shared amongst different Internet Banking Customers?
When you apply for a Security Device, a dedicated Security Device will be assigned to your Internet Banking Account. After successful activation of your Security Device, the Security Device will become your own identity device and can only be used by you for your associated Internet Banking Account. In other words, you are not allowed to use others’ Security Devices for your Internet Banking Account.
What should I do if I see the “bAtt” message displayed on the screen?
“bAtt” will be displayed on the screen when the battery of your Security Device is running low. The battery in a Security Device normally lasts for 3 to 5 years, depending on the frequency of your usage.
Please call our Customer Service Hotline on 2818 0282 for replacement free of charge.
Please also note that the battery of the Security Device cannot be replaced, any attempt to remove the components of the Security Device may cause malfunction of the Device.


FAQs applicable to “My Smart Card” only
How can I apply for “My Smart Card”?
“My Smart Card” is only applicable for SMART Banking customers.
Existing SMART Banking customers can call our 24-hour SMART Banking Customers Service Hotline on 2855 8818 or contact designated Relationship Manager to apply for “My Smart Card”.
Non SMART Banking customers should visit any of our branches to apply for SMART Banking Service and “My Smart Card” (Minimum Total Asset Balance is required).
What are the features of “My Smart Card”?
“My Smart Card”, a 3-in-1 card combining the credit card, ATM card and security device functions, enables you to enjoy both the secure online banking services and fabulous credit card offers at the same time.
Do I need to pay for the annual fee of “My Smart Card”?
SMART Banking customers enjoy perpetual annual fee waiver. The annual fee of “My Smart Card” will be charged from the day which customer has terminated the SMART Banking Service. For details of the annual fee of credit card, please refer to the “Banking Service Charges” of the Bank or contact our bank staff.
How do I change my Security Device PIN for “My Smart Card”?
Please follow the steps below:
  1. After turning on and unlocking “My Smart Card”, tap the “0” button.
  2. Enter your own 4 to 6 digit new PIN and tap the “OK” button.
  3. Re-enter the new PIN to confirm.
  4. “ACCEPt” will be displayed upon successful setup.
I forget my Security Device PIN for “My Smart Card”, or I have entered my PIN incorrectly for three consecutive times and “My Smart Card” is locked. What should I do?
Please follow the steps below:
  1. Login to Personal Internet Banking.
  2. Click “Personalization” > “Security Authentication” > “Reset Security Device PIN for “My Smart Card””.
  3. Follow the on-screen instructions. Or you may call our Customer Service Hotline on 2818 0282 directly for PIN reset.
Do I need to turn on “My Smart Card” when proceeding a credit card transaction or using ATM service?
No. Please proceed credit card transaction and use ATM service as usual.
Where can I find the security device serial number of “My Smart Card?
The security device serial number can be found at the back of “My Smart Card” as shown below.

Where can I use the credit card function of “My Smart Card”?
You can use “My Smart Card” at all merchants which accept MasterCard for credit card transaction as usual.
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