Frequently Asked Questions

1.Corporate Mobile Banking - Frequently Asked Questions

2.Mobile Token - Frequently Asked Questions

Corporate Mobile Banking - Frequently Asked Questions

1.  Is there any impact to Corporate Internet Banking after Corporate Mobile App was launched ?

There will be no impact to all the daily operations on Corporate Internet Banking.

As Corporate Mobile App provides Mobile Token, customers can use Mobile Token to replace their current physical security device. Please note that the physical security device will be disabled after activating the Mobile Token successfully.

2.   Is it necessary to register Corporate Mobile Banking before using Corporate Mobile App ?

Registration is not required. For existing Corporate Internet Banking customers, can simply login the Corporate Mobile App by entering Corporate Internet Banking No., User ID/Log-in Name, Password and security code.

Note: To activate Mobile Token, user requires valid registered email address and mobile number which were registered with the Bank for authentication.

3.   How to download BOCOM(HK) Corporate Mobile App ?

Customers can visit our bank official website or search“BOCOM(HK) Corporate Mobile App”at App Store or Google Play to download our Corporate Mobile App. Please ensure the name of the application is “BOCOM(HK) Corporate Mobile App " before installation. Do not download the application from other sources except those we mention above.

 

4.   How to activate Corporate Internet Banking Services or Corporate Mobile Banking Services for a new user ?

New user will go into the activation procedure directly during the first time login through Corporate Internet Banking Services or Corporate Mobile Banking Services. Please follow the procedures for activation.

 

5.    What kinds of services are provided in Corporate Mobile Banking ?

Corporate Mobile Banking provides the following services:

• Account Enquiry	Enquire balance and transaction records, loan balances, remittance transaction details, cheque status, e-Statement and transaction records of Master/ Sub Account(s).
• Pending Transaction	Enquire, approve or reject transactions which are pending your approval.
• Schedule	Enquire or cancel approved scheduled instructions which have not yet been processed.
• Change Password	Change the Corporate Internet Banking/ Corporate Mobile App login password.
• Online Transaction	Enquire the approved “Corporate Internet Banking” and “Corporate Mobile Banking” transactions.

Please login Corporate Internet Banking in order to submit new transaction(s) or amend pending transaction(s).

 

6.    How to change the login password of my Corporate Internet Banking Services /Corporate Mobile App ?

After logging in Corporate Mobile App successfully, user may change the login password by accessing " Change Password" on the side menu. The new password will be effective immediately after successful update. For those who are using Mobile Token, please note that the login password is different from the Mobile Token PIN.

7.    What can I do if I forget the login password of my Corporate Internet Banking account ?

User may enter the login page of Corporate Internet Banking via a computer, click“Forgot Password?”and follow the instructions to reset your password; or visit our outlets for support.

8.    Do I need to pay any additional charges for using Corporate Mobile Banking?

Our Bank does not charge additional fees for using Corporate Mobile Banking Services. However, mobile data (including but not limited to roaming)may be charged while accessing Corporate Mobile Banking and such charges are not included in the Corporate Internet Banking Services provided. 

The service charges on Corporate Mobile Banking are the same as Corporate Internet Banking, please refer to Bank Charge for detail.

9.   What will happen if my mobile got a phone call when I am making a transaction ?

Internet connection may be interrupted so transaction may not be completed. Please check your transaction status in designated pages in the Corporate Mobile Banking accordingly. 

For enquiry, you may contact our Corporate customer services hotline at 226 99388.

10.    Can I access Corporate Mobile Banking on any mobile device ?

Our Bank suggests to operate the Corporate Mobile Banking on below mobile phones:

- iPhone with iOS 10 or later

- Android 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.

11.    Can I access Corporate Mobile Banking overseas ?

Yes, you can access our Corporate Mobile Banking Services in most of the countries/regions around the world which are designated by the bank, as long as your iOS/ Android mobile device is connected to the Internet. For enquiry, you may contact our Corporate customer services hotline at 226 99388.

Please note that data roaming charges may apply, kindly contact your telecommunications service provider for details.

12.   Is it safe to use Corporate Mobile Banking Services ?

We take the following measures to protect your/ your accounts’interests:

•  When using Corporate Mobile Banking Services, all account and transaction information sent over the Internet will be encrypted by TLS encryption technology;
• Our bank website has a digital certificate issued by DigiCert Corporation:
• Only those customers who have a valid Corporate Internet Banking No., User ID/ Login Name, password and one time security code (generated by Security Device or Mobile Token); or the bound Mobile Token device with Mobile Token password (or Biometric Authentication) may access the Corporate Mobile Banking Services; and two-factor authentication is required to authorize transaction.
• Corporate Mobile Banking system has an automatic log-off function. The service will automatically log-off to prevent unauthorized access to your account if your Corporate Mobile Banking remains idle for more than 20 minutes. This function is also operative even if your account has incomplete transaction;
• Firewalls are installed in our servers to prevent unauthorized access.

13.   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　to deactivate the Mobile Token.

- If you have a new mobile device, you can switch your Mobile Token from the old device to the new one. Simply download the BOCOM(HK) Corporate Mobile App to 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.

14.    What should I do if I forgot my Mobile Token PIN ?

- You can enter the login page of Corporate Mobile Banking, click“Forgot PIN?”and then follow the instructions to reactive your Mobile Token. During the process, you have to setup the Mobile Token PIN again; or

- Simply uninstall and install the BOCOM(HK) Corporate Mobile App again and select "Activate Mobile Token" from "Mobile Token" menu, and follow the instructions to reactivate your Mobile Token. During the process, you have to setup the Mobile Token PIN again.
 

15.    Is there any services demo/ guide ?

- You can click here to see the services demo or tap “Services Demo” on the homepage of Corporate Internet Banking or Corporate Mobile Banking for more information.

 

16.   Who can use Corporate Mobile Banking Services?

All Corporate Internet Banking users can use Corporate Mobile Banking Services.

 

17.   Is there any customer service hotline from the Bank for enquiry on using the Corporate Mobile Banking Services?

Customer can contact the Corporate customer service Hotline 226 99388 during business hours for enquiry.

 

18.   What languages does the Corporate Mobile Banking Service support?

Corporate Mobile Banking Services supports English, Traditional Chinese and Simplified Chinese.

 

19.   Can users revoke the Mobile Token?

Yes, by accessing Revoke Mobile Token function from the side menu or the main page under Mobile Token menu. Then select the user and follow the steps to revoke..

 

20.   With multiple Mobile Tokens were activated, any impact on the biometric authentication?

If a compatible device has more than one Mobile Token activated, the biometric authentication feature will be disabled immediately. Mobile Token PIN should be used for login APP, in-APP transaction approval, security code and transaction signing.

 

21.   With multiple Mobile Tokens on one device, are the settings and passwords shared among all the Mobile Tokens?

No, every Mobile Token is unique and independent. The password of each user on the same device is also unique and independent. The process of activating different Mobile Token is the same process as for a single Mobile Token. Refer to the Services Demo for more information.

 

22.   Under one compatible device, is it feasible to activate multiple users from the same Corporate Internet Banking No.?

No, only one user from the same Corporate Internet Banking No. can be activated on one compatible device.

 

23.   How many Mobile Tokens can be activated on one compatible device?

Up to 10 Mobile Tokens can be activated on one compatible device.

 

24.   How to add more user if 10 Mobile Tokens were activated on the compatible device?

A compatible device can activated up to 10 Mobile Tokens. Therefore user can revoke any existing user on the device and then activate a new user.

 

25.   How to switch to another user after logging in the Corporate Mobile Banking?

User have to logout and then login to another user.

 

26.   Other than Apple (iOS) and Android mobile device, any other platform is supported?

Only Apple (iOS) and Android mobile devices are supported and tablet device is not supported.

 

27.   Can Corporate Mobile Banking be used on “foldable screen” phones?

There are two types of "foldable screen" phones; large factored "foldable screen" phones, which have regular-sized screen that open up to double the screen size; or small factored "foldable screen" phones with regular-sized screen that folded into half size. Basically, Corporate Mobile Banking should be usable on those reguler-sized screen and it should also be usable on other sized screen in 16:9 aspect ratio.

For methods to adjust App display aspect ratio, please contact the relevant device supplier.