Your browser version is out dated.For optimal viewing, Please update the browser to the latest versions.(
Frequently Asked Questions
1. Mobile Token - Frequently Asked Questions
2. Touch ID/Fingerprint Authentication - Frequently Asked Questions
3. Face ID - Frequently Asked Questions
| 1. | What is a Mobile Token? |
| Mobile Token is a feature within the BOCOM(HK) Mobile App 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 Personal Internet Banking transaction authentication. Beside, Mobile Token also support Biometric Authentication that makes logging on to the BOCOM(HK) 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) 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 internet banking services. 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 do I activate the Mobile Token on my mobile device? |
| Once you have downloaded the BOCOM(HK) Mobile app on your mobile device, you can log on and select "Mobile Token" from the main page. Please note that you need to have a valid and up-to-date mobile phone number in our records in order to activate the Mobile Token. |
|
| 5. | Can I have a Mobile Token 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 the BOCOM(HK) Mobile App with your new mobile device and select "Mobile Token" from the menu. Then select "Reactivate Mobile Token" and follow the on-screen instructions. |
|
| 6. | Which mobile phones can activate Mobile Token? |
| You can activate "Mobile Token"on mobile phones: - iPhone5s or higher model with iOS 12.0 or above - Android phone with Android 8.0 or above AND compatible with Trusted Execution Environment (TEE) or Secure Element (SE). |
|
| 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 happens 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, which you can do via the Mobile Banking or Internet Banking. - Login Mobile Banking > Mobile Token > Deactivate Mobile Token, and follow the instructions to suspend your "Mobile Token". - Login Internet Banking > My Settings > Mobile Token > Deactivate Mobile Token, and follow the instructions to deactivate your "Mobile Token". - You may also contact Customer Service Hotline (852) 223 95559 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) Mobile App on your new mobile device and select "Reactivate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token and Biometric Authentication |
|
| 9. | What should I do if my Mobile Token activated device is lost or stolen? |
| You can deactivate your mobile token via Mobile Banking or Internet Banking. -Login Mobile Banking > Mobile Token > Deactivate Mobile Token, and follow the instructions to suspend your "Mobile Token". - Login Internet Banking > My Settings > Mobile Token > Deactivate Mobile Token, and follow the instructions to deactivate your "Mobile Token". - You may also contact Customer Service Hotline (852) 223 95559 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) Mobile App on your new mobile device and select "Reactivate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token and Biometric Authentication. |
|
| 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 ASAP. |
|
| 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 password? |
| To help prevent anyone else from generating a security code or access your mobile banking service using your mobile device, you will be asked to set up a password for your Mobile Token. Do not use your name, date of birth, 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, Internet Banking) as your Mobile Token Password. |
|
| 13. | What if I forgot my Mobile Token password? |
| You can reset the password by "Reactivate Mobile Token"function. Simply click Forgot password" link on the log on page. Please note that you need to have a valid and up-to-date mobile phone number in our records in order to reset your Mobile Token password. |
|
| 14. | Can I change my Mobile Token password in the future? |
| Yes, if you would like to change your Mobile Token password, upon successful log on to the BOCOM (HK) Mobile Banking Services, select "Mobile Token" and then select "Change Mobile Token Password" from the menu. |
|
| 15. | Do I have to use my Mobile Token password every time I log on to BOCOM(HK) Mobile Banking Service? |
| Yes, you have to use your Mobile Token password when you are logging on to the mobile banking services on a Mobile Token activated device. You no longer need your username and password after you have activated your Mobile Token while you still need to input certain personal credentials for logging on to Personal Internet Banking. Moreover, Biometric Authentication is also an easy alternative of Mobile Token password. It allows you to log on mobile banking services or generate secure code using Biometric Authentication. |
|
| 16. | Can others use my Mobile Token activated device to log on to their mobile banking? |
| Mobile Token is activated on your personal device and only you can access your accounts through a Mobile Token activated device. Other users cannot log on to their mobile banking 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 device with me? |
| The Mobile Token is tied to your personal device. We strongly recommended that you should only register 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 mobile banking services, please deactivate your pervious Mobile Token via Internet Banking or contact our customer service hotline, you may also reactivate Mobile Token on another non-jailbroken/rooted device. |
|
| 19. |
Why is my secure code authentication unsuccessful? |
| You may obtain an incorrect Secure Code if you have entered an incorrect Mobile Token password. Please try again with a correct Mobile Token password. |
| 1. | What is Touch ID/Fingerprint Authentication? |
| Touch ID is an easy alternative of Mobile Token password for iOS device users while Fingerprint authentication is an alternative to use your mobile token password for Android device users. It allows you to log on mobile banking services or generate secure 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). |
|
| 3. | Is Touch ID/ Fingerprint Authentication safe? |
| You can log on to BOCOM(HK) Mobile app with Touch ID/ Fingerprint Authentication on the Mobile Token activated device only. Only fingerprints stored on your device can be used to access the mobile banking services. Your fingerprints data will not be stored in the BOCOM(HK) Mobile app or kept anywhere within our bank. You can enable or disable Touch ID/ Fingerprint Authentication anytime in the "Biometic Authentication" under "Mobile Token" menu using your Mobile Token password. |
|
| 4. | How can I set up my Touch ID for the BOCOM(HK) Mobile app? |
| You can activate Touch ID/ Fingerprint Authentication immediately after you activate Mobile Token. You can also enable Touch ID/ Fingerprint Authentication later in the "Biometric Authentication" function under "Mobile Token" menu using your Mobile Token password, once you have logged on to the BOCOM(HK) Mobile Banking Services. |
|
| 5. | What happens if I change my Touch ID/ Fingerprint Authentication settings? |
| If you change your fingerprint records on your device or change your Mobile Token password, you will need to activate Touch ID again the next time you log onto the BOCOM (HK) Mobile Banking Service. |
|
| 6. | If my fingerprint is not recognised, can I still log on to my account using my Mobile Token password? |
| Yes. Your Mobile Token password is always available and you can always switch between using Touch ID/ Fingerprint Authentication and your Mobile Token password. |
|
| 7. | Can someone else log on to the BOCOM (HK) Mobile banking services if their fingerprint is stored on my device? |
| When you enable Touch ID/ Fingerprint Authentication services in the BOCOM (HK) Mobile banking services, any fingerprints stored on your device can be used for Mobile Token or access Mobile banking services. For security reasons, it is strongly recommended that you only store your fingerprint on your device and use it to enable Touch ID/ Fingerprint Authentication for the Mobile banking services. This is to protect not just your BOCOM(HK) account but the rest of your personal details in your device. |
|
| 8. | How can I disable Touch ID/ Fingerprint Authentication in the BOCOM(HK) Mobile App? |
| You can enable or disable Touch ID/ Fingerprint Authentication anytime in the "Biometric Authentication" under "Mobile Token" menu using your Mobile Token password. |
|
| 9. | What if my Touch ID/Fingerprint Authentication enabled device is lost or stolen? |
| You can deactivate your mobile token via Mobile Banking or Internet Banking. -Login Mobile Banking > Mobile Token > Deactivate Mobile Token, and follow the instructions to suspend your "Mobile Token". - Login Internet Banking > My Settings > Mobile Token > Deactivate Mobile Token, and follow the instructions to deactivate your "Mobile Token". - You may also contact Customer Service Hotline (852) 223 95559 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) Mobile App on your new mobile device and select "Reactivate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token and Biometric Authentication. |
|
| 10. | Where will my fingerprints be stored? |
| Your fingerprints will not be stored in the BOCOM (HK) Mobile app or kept anywhere within BOCOM (HK). You can use the fingerprints stored on your device to access Mobile Token or Mobile Banking Services. |
| 1. | What is Face ID? |
| Face ID acts as an easy alternative to using Mobile password for iOS device users. It offers a simple, secure and faster way to access BOCOM(HK) Mobile Banking service or generate secure code using your facial map stored 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. |
|
| 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 BOCOM(HK) Mobile Banking app with Face ID on a device activated by your Mobile Token. Only the facial map stored on your device can be used to access the app. Your facial map data will not be stored in the BOCOM(HK) Mobile app or kept anywhere within BOCOM(HK). You can enable or disable Face ID anytime in the “Biometic Authentication” function under “Mobile Token”menu using your Mobile Token password. 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) Mobile app? |
| You can activate Face ID immediately after you activate Mobile Token. You can also enable Face ID later in the “Biometric Authentication” function under “Mobile Token” menu using your Mobile Token password, once you have logged on to the BOCOM(HK) 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 the next time you log onto the BOCOM (HK) Mobile Banking Service. |
|
| 7. | If my face is not recognised, can I still log on to my account using my Mobile Token password? |
| Yes. Your Mobile Token password is always available and you can switch between using Face ID and your Mobile Token password at any time. |
|
| 8. | Can someone else log on to the BOCOM (HK) Mobile banking services if their facial map is stored on my device? |
| When you enable Face ID services in the BOCOM (HK) Mobile banking services, any facial map on your device can be used for Mobile Token or access Mobile banking services. For security reasons, it is strongly recommended that you only store your facial map on your device and use it to enable Face ID for the Mobile banking services. This is to protect not just your BOCOM(HK) account but the rest of your personal details in your device. |
|
| 9. | How can I disable Face ID in the BOCOM(HK) Mobile App? |
| You can enable or disable Face ID anytime in the “Biometric Authentication” under “Mobile Token”menu using your Mobile Token password. |
|
| 10. | What if my Face ID enabled device is lost or stolen? |
| You can deactivate your mobile token via Mobile Banking or Internet Banking. -Login Mobile Banking > Mobile Token > Deactivate Mobile Token, and follow the instructions to suspend your "Mobile Token". - Login Internet Banking > My Settings > Mobile Token > Deactivate Mobile Token, and follow the instructions to deactivate your "Mobile Token". - You may also contact Customer Service Hotline (852) 223 95559 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) Mobile App on your new mobile device and select "Reactivate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token and Biometric Authentication. |
|
| 11. | Where will my facial map be stored? |
| Your facial map will not be stored in the BOCOM (HK) Mobile app or kept anywhere within BOCOM (HK). You can use the facial map stored on your device to access Mobile Token or 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) Mobile App under the device settings "Face ID & Passcode -> Other Apps". You can then log on to the app with your Mobile Token password to enable Face ID |
Customer Service Hotline: 223 95559
Please visit any of