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FAQ

Mobile Security Token Related

What is Mobile Security Token?
Mobile Security Token is a built-in function of Shacom Bank Mobile App. Once registered, you can logon Personal Mobile Banking Service and confirm designated online transactions via Biometric Authentication or self-defined Security Passcode. You are no longer required to carry a physical Security Device or register beneficiary by filling in instruction form to enjoy convenient and secure banking experience!
How can I register Mobile Security Token?
You will be invited to register Mobile Security Token when you logon Personal Mobile Banking Service via Shacom Bank Mobile App, or select "Settings" > "Mobile Security Token" in the side menu.
When can I use Mobile Security Token after registration?
Once registered Mobile Security Token, you can logon Personal Mobile Banking Service and confirm designated online transactions via Mobile Security Token.
Can I register Mobile Security Token on more than one mobile device?
No. You can register Mobile Security Token on one mobile device only. If you want to change the mobile device registered with Mobile Security Token, please use the new mobile device to register the service again. After you register Mobile Security Token on the new mobile device successfully, Mobile Security Token in the original mobile device will be disabled automatically and can no longer be used for Mobile Security Token. For logging in Personal Mobile Banking service via Shacom Bank Mobile App with mobile device(s) not registered for Mobile Security Token, you will need to use your Personal Internet Banking User ID and Password to login.
Which mobile devices support Mobile Security Token?
  • Mobile Security Token is available for the following operating system (OS) versions:
     
    - iOS 10.3 or above
     
    - Android 6.0 or above
     
    You are not recommended using Shacom Bank service with iPad or tablet.
  • Fingerprint Authentication is available on:
    Apple Mobile Device:
    iPhone 5s or later models with Touch ID and operates on iOS 10.3 or above.

    Android Mobile Device:
    Compatible Android mobile devices with fingerprint sensor enabled, with a minimum Android OS version 6.0
  • Facial recognition for authentication is available on:
    Apple iPhone X or newer and operates on iOS 11.0 or above.
Note:
Referring to the fingerprint recognition vulnerability on Galaxy Note 10/10+ and S10/S10+/S10 5G announced by Samsung, we have temporarily disabled the biometric authentication function of Shacom Bank Mobile App on the stated devices until further notice. You can logon Personal Mobile Banking Service and confirm designated online transactions via self-defined Security Passcode.
What if my mobile device registered with Mobile Security Token is lost or stolen?
Please contact our Customer Service Hotline at 2818 0282 (available 24 hours) immediately if your mobile device registered with Mobile Security Token is lost or stolen. You may request to suspend your Personal Internet/ Mobile Banking Services or disable Mobile Security Token to prevent unauthorized access. You are also advised to check your banking account immediately for identification of suspicious transaction.
Can I disable Mobile Security Device anytime?
Yes. You can disable Mobile Security Token anytime in "Settings" > "Mobile Security Token" in Shacom Bank Mobile App or contact our customer service hotline at 2818 0282 to disable Mobile Security Token. Once the Mobile Security Token is disabled, customers will be allowed to use the original physical Security Device to confirm designated online transactions.
Why my "Mobile Security Token" is disabled?
For security reasons, your Mobile Security Token may be disabled when:
  • The biometric record on your mobile device has been changed;
  • You register Mobile Security Token in other devices in respect of the same Personal Internet Banking account;
  • You have exceeded the retry count of using fingerprint or facial recognition in your mobile device.
  • You have exceeded the retry count of inputting Security Passcode in your mobile device.
  • Your Personal Internet Banking account has been terminated;
  • Your Personal Internet Banking password has been reissued.
If you would like to continue using Mobile Security Token to log on to Personal Mobile Banking and confirm designated online transactions, you would need to re-register Mobile Security Token.
Can I register Mobile Security Token on a jailbroken / rooted device?
For security reasons, you will not be allowed to register and/or use Mobile Security Token on that jailbroken / rooted device.
What is Biometric Authentication?
  • Biometric Authentication means the identity authentication function using biometric credentials (e.g. fingerprint authentication or facial recognition).
  • Biometric Authentication is a feature allowing you to logon Personal Mobile Banking Service and confirm designated online transactions faster and easier by using your unique biometric credentials, such as fingerprint or facial recognition, stored on your mobile device.
Can I enable Biometric Authentication without registering Mobile Security Token?
Since Biometric Authentication is tied in with Mobile Security Token, you are required to enable Biometric Authentication function and set up Security Passcode during registration of Mobile Security Token, for logging on Personal Mobile Banking Service and confirm designated online transactions.
Is Biometric Authentication safe?
Only the biometric credentials, such as fingerprints or facial recognition, stored on your mobile device can be used to logon Personal Mobile Banking Service and confirm designated online transactions. Your biometric credentials will not be stored in Shacom Bank Mobile App or kept anywhere within Shanghai Commercial Bank. You can register or disable Mobile Security Token anytime in "Settings" > "Mobile Security Token" in Shacom Bank Mobile App or contact our customer service hotline at 2818 0282 to disable Mobile Security Token.
If I fail to login using "Biometric Authentication" for multiple times, will my Internet Banking account be suspended?
Your Internet Banking account will not be suspended. However, Mobile Security Token in Shacom Bank Mobile App will be disabled.
Will my fingerprint or facial recognition be stored in Shanghai Commercial Bank?
The "Biometric Authentication" is performed by interfacing with the fingerprint authentication or facial recognition module of the mobile device. The Bank does not store your fingerprint or facial recognition. Please note that if you have registered Mobile Security Token, after disabling Mobile Security Token, your fingerprint or facial recognition will still be stored on your mobile device. You may consider deleting the data at your decision.
I have multiple fingerprints registered on my mobile device. Can all of them be used to logon Personal Mobile Banking Service and confirm designated online transactions?
When you register Mobile Security Token and enable Biometric Authentication function, any fingerprint or facial recognition stored on your mobile device can be used to logon Personal Mobile Banking Service via Shacom Bank Mobile App and confirm designated online transactions. Please ensure that only your fingerprint or facial recognition are stored on your mobile device, and ensure the security of the passcode on your mobile device. For security reasons, do not register fingerprint or facial recognition of other person(s) on your mobile device or use jail broken or rooted mobile device.
If I change fingerprint or facial recognition record on my mobile device, can I continue to use "Biometric Authentication"?
If you change the fingerprint or facial recognition records (e.g. add and/or delete biometric credential information) on your mobile device, your Mobile Security Token will be disabled. You may register Mobile Security Token and enable Biometric Authentication again in "Settings"> "Mobile Security Token" when necessary.
How many fingerprint or facial recognition can I register to login Mobile Banking Service via Shacom Bank Mobile App and confirm designated online transactions?
It depends on the number of fingerprint or facial recognitions that can be stored on your mobile device. For security reasons, do not register fingerprint or facial recognition of other person(s) on your mobile device or use jail broken or rooted mobile device.
Should I enable facial recognition for authentication if my siblings and I look alike or I am an adolescent?
  • You must not use facial recognition for authentication if you have reasonable belief that other people may share identical or very similar biometric credential of you or your biometric credential can be easily compromised. For instance, you must not use facial recognition for authentication purpose if you have identical twin or triplet sibling(s).
  • You must not use facial recognition for authentication if the relevant biometric credential of you are or will undergo rapid development or change. For instance, you must not use facial recognition for authentication purpose if you are an adolescent with facial features undergoing rapid development.
What transaction or functions can be supported by using Mobile Security Token?
You can use the Mobile Security Token for the following services:
  • Logon Personal Mobile Banking Services via Shacom Bank Mobile App
  • Confirm Personal Internet Banking transactions below:
     
    - Fund Transfers to non-registered account(s) (including third party accounts at the bank or other banks)
     
    - Remit to overseas (T/T) to non-registered account(s)
     
    - Non-registered bills of designated merchant(s) (including Banking and Credit Card Services, Credit Services, Securities Brokers and Hong Kong Jockey Club)
     
    - Purchase of Bank Draft (including Demand Draft and Cashier Order)
     
    - Increase transaction
     
    - Change email address
     
    - Quote and place CLD order
     
    - Matured CLD
     
    - Subscribe funds
     
    - Same fund house switching
     
    - Redeem funds
     
Once activated Mobile Security Token, do I have to use my Mobile Security Token every time I logon to Personal Mobile Banking Service?
Yes, once you have registered Mobile Security Token on your mobile device, you have to use Biometric Authentication or enter your Security Passcode when you logon Personal Mobile Banking Service, instead of entering your Internet Banking User ID and Password.
Do I have to enable push notification to use Mobile Security Token?
You need to allow receiving push notifications to use Shacom Bank Mobile App. When performing designated transactions via Personal Internet Banking, you will receive push notification via your mobile device with the registered "Mobile Security Token", so that you can directly enter the transaction authorisation page after clicking the push notification.
After receiving the notification, do I have to confirm designated online transactions within a time limit?
Yes. The push notification will expire after a designated period of time and you must complete the transaction authorization before it expires.
After registering Mobile Security Device, can I still use physical Security Device to confirm designated online transactions?
Once the customers registered Mobile Security Token, Personal Internet Banking transactions will be automatically authenticated by Mobile Security Token instead of physical Security Device. If Mobile Security Token is disabled, customers can use the original physical Security Device to confirm designated online transactions.
Do I still need to keep my physical Secure Device?
If you have the Bank's physical Security Device, please keep it safe as usual for the following:
  • At this stage, Mobile Security Token is applicable to Personal Internet / Mobile Banking Services only. Customers are still required to use the physical Security Device / SMS One-Time Password to login Internet / Mobile Stock Trading Services with two-factor authentication.
  • Once the customers registered Mobile Security Token, Personal Internet Banking transactions will be automatically authenticated by Mobile Security Token instead of physical Security Device. If Mobile Security Token is disabled, customers can use the original physical Security Device to confirm designated online transactions.
What if I forgot my Security Passcode?
If you have forgotten your Security Passcode, please select “Settings” > "Forgot / Change Mobile Security Key Password" from side menu via Shacom Bank Mobile App and then follow the on-screen instructions to re-register your Mobile Security Token. For enquiry, please call our hotline 2818 0282.
Can I change my Security Passcode in the future?
Yes, if you would like to change your Security Passcode, please select “Settings” > "Forgot / Change Mobile Security Key Password" from side menu via Shacom Bank Mobile App and then follow the on-screen instructions to re-register your Mobile Security Token. For enquiry, please call our hotline 2818 0282.
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