Bank of Communications (Hong Kong) Limited

Frequently Asked Questions

1. Corporate Mobile Banking - Frequently Asked Questions

2. Mobile Token - Frequently Asked Questions

Mobile Token - Frequently Asked Questions

1. What is a Mobile Token?

Mobile Token is a feature within the Corporate Mobile Banking Services to replaces your physical Security Device by creating a digital version and storing it safely on your mobile. Both provide extra protection for your accounts and transactions. It is used to generate one-time security code for Corporate Internet Banking transaction authentication. Besides, Mobile Token also supports Biometric Authentication (if applicable) that makes logging on to the Corporate Mobile Banking Services quicker and easier.

2. What are the benefits of the Mobile Token?

Mobile Token has been designed to work as part of the BOCOM(HK) Corporate Mobile App on supported operating systems and devices. It can be used as a replacement for your physical Security Device. It means you do not need to carry a physical Security Device with you, and offers a more convenient way to access our full range of Corporate Mobile Banking Services if you carry your mobile device. Also, the Mobile Token can only be used on your chosen device. This provides you with an additional level of security.

3. Are there any charges for Mobile Token?

It is free of charge for using Mobile Token.

4. How to activate the Mobile Token on the mobile device?

Once you have downloaded the BOCOM(HK) Corporate Mobile app on the mobile device the Bank recommended, you can log on and select "Mobile Token" from the main page. Then select “Activate Mobile Token” and follow the on-screen instructions. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Token.

5. Can a Mobile Token be used on more than one device?

For security reasons, your Mobile Token can only be registered to one device at a time. If you would like to change the mobile device which your Mobile Token is linked to, simply log on to Corporate Mobile Banking Services with your new mobile device and select "Mobile Token" from the menu. Then select "Activate Mobile Token" and follow the on-screen instructions. Once the Mobile Token on the new device has been activated successfully, your Mobile Token on the old device will be deactivated immediately.

6. Which mobile phones can activate Mobile Token?

You can activate "Mobile Token" on mobile phones:

iPhone with iOS 10 or later A

ndroid phone with Android 8.0 or above AND compatible with Trusted

Execution Environment (TEE) or Secure Element (SE).

Note 1 : BOCOM(HK) Corporate Mobile App is not compatible with tablet device.

Note 2: To safeguard our customers on electronic banking , do not use any jailbroken/rooted mobile device to log on to Corporate Mobile Banking Services. We will check whether your mobile device was jailbroken or rooted, therefore customers may not be allowed to access Corporate Mobile Banking Services with jailbroken or rooted mobile device.

Note 3: Some mobile device equipped with foldable screen might be incompatible for Corporate Mobile App, please contact the mobile device manufacturer for details or contact our Corporate Customer Services hotline at 226 99388.

7. Can I use "Mobile Token" and "Security Device" at the same time?

To maintain the security and integrity of your accounts, you can only use either "Mobile Token" or "Security Device". Upon successful activation of "Mobile Token", your "Security Device" will be terminated immediately. You can return this to any of our outlets or depose it yourself.

8. What should do if I want to stop using my Mobile Token activated mobile device?

Before you discard your mobile device, you'll need to deactivate your Mobile Token.

- You can deactivate the Mobile Token by deleting BOCOM(HK) Corporate Mobile App on the mobile device.

- You may revoke the corresponding Mobile Token.

- You may also contact Corporate Customer Service Hotline 226 99388 or visit our outlets.

- If you have got a new mobile device, you can switch your Mobile Token from the old device to the new one. Download the BOCOM(HK) Corporate Mobile App on your new mobile device and select "Activate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token. Once the Mobile Token on the new device has been activated successfully, your Mobile Token on the old device will be deactivated immediately.

9. What should I do if my Mobile Token activated device is lost or stolen?

- You may contact Corporate Customer Service Hotline 226 99388 or visit our outlets.

10. What should I do if I have changed the SIM card or mobile phone number on my Mobile Token activated mobile device?

Since Mobile Token is tied to your mobile device instead of your SIM card. No special arrangement is needed after you have changed the SIM card or mobile phone number on your Mobile Token activated device. If you have changed your mobile phone number, please update the bank record by visiting our outlets or Corporate Internet Banking as soon as possible.

11. What about my existing physical Security Device after activated Mobile Token?

Once your Mobile Token has been activated successfully, your physical security device will be deactivated immediately. You can return this to any of our outlets or depose it yourself.

12. Why do I have to set up a Mobile Token PIN?

To help prevent anyone else from generating a security code or accessing your mobile banking service using your mobile device, you will be asked to set up a PIN for your Mobile Token.

Do not use your name, date of birth, personal identity number(e.g. HKID, passport number), telephone, lucky number, other easy-to-guess numbers or words, or the same password that you have used for accessing other websites and channels (e.g. ATM, Phone Banking, Corporate Internet Banking) as your Mobile Token PIN.

13. What if I forgot my Mobile Token PIN?

Simply click “Forgot password" link on the log on page, and then follow the on-screen instructions to reset the Mobile Token PIN and reactivate the Mobile Token. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to reactivate your Mobile Token.

14. Can I change my Mobile Token PIN in the future?

Yes, if you would like to change your Mobile Token PIN, upon successfully log on to the Corporate Mobile Banking Services, select "Mobile Token" and then select "Change Mobile Token PIN" from the menu.

15. Do I have to use my Mobile Token PIN every time I log on to Corporate Mobile Banking Services?

Yes, you have to use your Mobile Token PIN when you are logging on to Corporate Mobile Banking Services on a Mobile Token activated device. You no longer need to input your Corporate Internet Banking No.("CIBN"), User ID/Log-in Name and password, security code after you have activated your Mobile Token while you still need to input certain credentials for logging on to Corporate Internet Banking.

Moreover, Biometric Authentication is also an easy alternative of Mobile Token PIN. It allows you to log on Corporate Mobile Banking Services or generate security code using Biometric Authentication. However, Biometric Authentication is only applicable to single Mobile Token device, those device with multiple Mobile Tokens cannot use Biometric Authentication.

16. Can others use my Mobile Token activated device to log on to their Corporate Mobile Banking Services?

Mobile Token is activated on your designated personal device and only you can access your accounts through a Mobile Token activated device. Other users cannot log on to their Corporate Mobile Banking Services or Corporate Internet Banking Services using your Mobile Token activated device.

17. Can I use someone else's device as my Mobile Token if I don't have my own mobile device with me?

The Mobile Token is tied to your designated mobile device. We strongly recommend that you should only activate Mobile Token on your own device that you commonly use.

18. I have activated Mobile Token on a jailbroken/rooted device earlier, but I could no longer access the mobile app anymore, what should I do?

Since your device is jailbroken/rooted, your device may be less secure and may lead to fraudulent transactions. For security reasons and to protect your interest, you will not be allowed to use our app.

In order to continue using our Corporate Mobile Banking Services, please contact our customer service hotline to deactivate your Mobile Token, you may also reactivate Mobile Token on another non-jailbroken/rooted device.

19. Why is my security code authentication unsuccessful?

You may obtain an incorrect Security Code if you have entered an incorrect Mobile Token PIN. Please try again with a correct Mobile Token PIN.

20. What should I do if I want to use physical security token to replace the Mobile Token?

You may visit our outlets for the replacement.

Touch ID/Fingerprint - Frequently Asked Questions

1. What is Touch ID/Fingerprint Authentication?

Touch ID is an easy alternative of Mobile Token PIN for iOS device users while Fingerprint authentication is an alternative to use your Mobile Token PIN for Android device users. It allows you to log on Corporate Mobile Banking Services or generate security code using just your fingerprint.

2. Which devices is Touch ID/Fingerprint available on?

iOS Touch ID : Available on Apple iPhone 5s or later models that support fingerprint identity sensor.

Android Fingerprint Authentication: Available on Android phones with Android OS version 8.0 or later versions AND compatible with Trusted Execution Environment (TEE) or Secure Element (SE).

Biometric Authentication is only applicable to single Mobile Token device, those device with multiple Mobile Tokens cannot use Biometric Authentication.

3. Is Touch ID/ Fingerprint Authentication safe?

You can log on to Corporate Mobile Banking Services with Touch ID/ Fingerprint Authentication on the Mobile Token activated device only. Only fingerprints stored on your device can be used to access the Corporate Mobile Banking Services. Your fingerprints will not be stored in the BOCOM(HK) Corporate Mobile App or kept anywhere within our bank. You can enable or disable Touch ID/ Fingerprint Authentication anytime in the "Activate Biometric Authentication" or “Deactivate Biometric Authentication” under "Mobile Token" menu using your Mobile Token PIN.

4. How can I set up my Touch ID/ Fingerprint Authentication for the BOCOM(HK) Corporate Mobile App?

Before you activate Touch ID/ Fingerprint Authentication, you have already activated Mobile Token. You can activate Touch ID/ Fingerprint Authentication in the "Activate Biometric Authentication" function under "Mobile Token" menu using your Mobile Token PIN, once you have logged on to the Corporate Mobile Banking Services.

5. What happens if I change my Touch ID/ Fingerprint Authentication settings? I

f you change your fingerprint records on your device or change your Mobile Token PIN, you will need to activate Touch ID/ Fingerprint Authentication again the next time you log onto the Corporate Mobile Banking Services.

6. If my fingerprint is not recognized, can I still log on to my account or obtain security code using my Mobile Token PIN?

Yes. Your Mobile Token PIN is always available and you can always switch between using Touch ID/ Fingerprint Authentication and your Mobile Token PIN.

7. Can someone else log on to the Corporate Mobile Banking Services if their fingerprint is stored on my device?

When you activated Touch ID/ Fingerprint Authentication services in the Corporate Mobile Banking Services, any fingerprints stored on your device can be used for Mobile Token or accessing Corporate Mobile Banking Services. For security reasons, it is strongly recommended that you only store your fingerprint on your device and use it to activate Touch ID/ Fingerprint Authentication for the Corporate Mobile Banking Services. This is to protect not just your BOCOM(HK) corporate account but the rest of your personal details in your device.

8. How can I deactivate Touch ID/ Fingerprint Authentication in the BOCOM(HK) Corporate Mobile App?

You can deactivate Touch ID/ Fingerprint Authentication anytime in the "Deactivate Biometric Authentication" under "Mobile Token" menu.

9. What if my Touch ID/Fingerprint Authentication enabled device is lost or stolen?

- You may contact Customer Service Hotline 226 99388 or visit our outlets

10. Where will my fingerprints be stored?

Your fingerprints will not be stored in the BOCOM (HK) Corporate Mobile App or kept anywhere within BOCOM (HK).

Face ID - Frequently Asked Questions

1. What is Face ID?

Face ID acts as an easy alternative to using Mobile Token PIN for iOS device users. It offers a simple, secure and faster way to access Corporate Mobile Banking Services or obtain Security Code using the facial recognition function on your Apple iPhone X or newer models.

2. Which devices is Face ID available on?

Face ID is currently available on Apple iPhone X or new models and operates on iOS 12.2 or above.

Biometric Authentication is only applicable to single Mobile Token device, those device with multiple Mobile Tokens cannot use Biometric Authentication.

3. Should I enable "Face ID" if my siblings and I look alike or I am an adolescent?

You must not use Biometric Authentication if you have reasonable belief that other people may share identical or very similar biometric credential(s) of you or your biometric credential(s) 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 Biometric Authentication if the relevant biometric credential(s) of you are or will be undergoing 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.

4. Is Face ID safe?

You can only log on to the Corporate Mobile Banking Services with Face ID on a device activated by your Mobile Token. Only the Face ID images stored on your device can be used to access the app. Your Face ID images will not be stored in the Corporate Mobile App or kept anywhere within BOCOM(HK). You can activate or deactivate Face ID anytime in the ”Activate Biometric Authentication” or “Deactivate Biometric Authentication” function under “Mobile Token” menu.

Please note that the probability of a false match using Face ID may be dependent on certain circumstances, e.g. twins or siblings that look alike, or if you’re an adolescent, and have disabled the "Require Attention for Face ID" function in your device settings. Please read the Terms and Conditions carefully and accept the associated risks and consequences before you enable Face ID.

5. How can I set up my Face ID for the BOCOM(HK) Corporate Mobile App?

After you have already activated Mobile Token, you can activate Face ID in the “Activate Biometric Authentication” function under “Mobile Token” menu using your Mobile Token PIN, once you have logged on to the Corporate Mobile Banking Services.

6. What happens if I change my Face ID settings?

If you change your Face ID records on your device or change your Mobile Token password, you will need to activate Face ID again next time you log onto the Corporate Mobile Banking Services.

7. If my face is not recognized, can I still log on to my account or obtain Security Code using my Mobile Token PIN?

Yes. Your Mobile Token PIN is always available and you can switch between using Face ID and your Mobile Token PIN at any time.

8. Can someone else log on to the Corporate Mobile Banking Services if their Face ID images is stored on my device?

When you activated Face ID services in the Corporate Mobile Banking Services, any Face ID images on your device can be used for Mobile Token or accessing Corporate Mobile Banking Services. For security reasons, it is strongly recommended that you only store your Face ID images on your device and use it to activate Face ID for the Corporate Mobile Banking Services. This is to protect not just your BOCOM(HK) corporate account but the rest of your personal details in your device.

9. How can I disable Face ID in the BOCOM(HK) Corporate Mobile App?

You can activate or deactivate Face ID anytime in the "Activate Biometric Authentication" or "Deactivate Biometric Authentication" under "Mobile Token" menu.

10. What if my Face ID activated device is lost or stolen?

- You may contact Corporate Customer Service Hotline 226 99388 or visit our outlets.

- If you have got a new mobile device, you can switch your Mobile Token from the old device to the new one and reactivate biometric authentication. Download the BOCOM(HK) Corporate Mobile App on your new mobile device and select "Activate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token, and then activate biometric authentication. Once the Mobile Token on the new device has been activated successfully, your Mobile Token (and biometric authentication) on the old device will be deactivated immediately.

11. Where will my Face ID images be stored?

Your Face ID images will not be stored in the BOCOM (HK) Corporate Mobile App or kept anywhere within BOCOM (HK). You can use the Face ID images stored on your device to access Mobile Token or Corporate Mobile Banking Services.

12. If I selected "Don't allow" when asked whether I wanted to set up Face ID for the BOCOM(HK) Mobile App, can I enable it again later?

Yes. You should first turn on Face ID access for the BOCOM(HK) Corporate Mobile App under the device settings "Face ID & Passcode -> Other Apps". You can then log on to the app with your Mobile Token PIN to enable Face ID.