FAQ
Two-factor Authentication
| General Enquiry | |
| 1. | What is two-factor authentication? |
| A: |
Two-factor authentication uses two different factors of the following to authenticate a user identity: "something you have" (e.g. mobile phones), "something you are" (e.g. fingerprints) or "something you know" (e.g. password). Your physical possession (such as mobile phone) is difficult to be accessed on the Internet. Therefore, conducting high-risk transactions online using two-factor authentication offers a better protection.
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| 2. | How does the Bank support the use of two-factor authentication? |
| A: |
The Bank currently supports Mobile Token or SMS-based one-time passwords (OTP) as the method for two-factor authentication.
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| 3. | What types of Internet Banking Services require two-factor authentication? |
| A: |
The following transactions are considered high risk and require two-factor authentication:
fund transfer to any unregistered accounts; register third party accounts; bill payment to any high risk merchants, for example, credit card issuers, securities brokers and financial services; management functions.
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| 4. | Does the Bank charge customers for using two-factor authentication? |
| A: |
No. This service is free for charge.
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| 5. | If any of my two-factor authentication tools is stolen or lost, what should I do? |
| A: |
You should immediately report to the relevant institution and notify the Bank by calling (852) 3768 6800 to suspend your user account.
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| SMS-based one-time passwords (OTP) | |
| 1. | What is SMS-based one-time passwords (OTP)? |
| A: |
SMS-based one-time passwords (OTP) are passwords sent by the Bank to your registered mobile phone number to strengthen the authentication of your identity.
After being generated, each SMS OTP can only be used once and will be expired in 100 seconds. |
| 2. | How do I register for SMS OTP service? |
| A: |
Please visit any branch of the Bank to register your mobile phone number.
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| 3. | Is there any service charge to use SMS OTP service? |
| A: |
SMS OTP service is free of charge if you are using the service in Hong Kong. However, your mobile phone service provider may levy charges on international SMS. You are advised to consult your mobile phone service provider for details.
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| 4. | Can I receive SMS OTP overseas? |
| A: |
A: The Bank will send SMS-based one-time passwords to your registered mobile phone number. However, your mobile phone service provider may not allow you to receive SMS OTP overseas. You are advised to consult your mobile phone service provider for details.
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| 5. | Why do I receive a SMS with strange characters? |
| A: |
If you are using the Chinese version of Corporate Internet Banking Services, an SMS OTP with Chinese characters will be sent to your mobile phone. Strange characters may appear if your handset does not support Chinese characters. For details, you may contact your mobile phone service provider or refer to the user manual of your handset.
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| 6. | In case my mobile phone were stolen or lost, what should I do? |
| A: |
You should report loss to your mobile phone service provider and call our hotline (852) 3768 6800 to suspend your user account immediately.
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| Mobile Token | |
| 1. | What is Mobile Token? |
| A: |
Mobile Token is a feature within the Chong Hing Corporate Mobile Banking App. After completing the Mobile Token registration, the Bank will send a push notification to your registered mobile phone when you conduct online high risk transactions, and you can tap on the push notification to open Chong Hing Corporate Mobile Banking App and then confirm your identity by verifying the Face ID/fingerprint/a 6-digit PIN chosen by you.
After being generated, each push notification can only be used once and will be expired in 100 seconds. Please refer to Mobile Token FAQ page for details. |