Hong Leong Bank Connect Online Banking - FAQs. General

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1 Hong Leong Bank Connect Online Banking - FAQs General Q1. What is Hong Leong Bank (HLB) Connect? A1. HLB Connect brings you a host of digital banking services offered by HLB. At the moment, HLB Connect offers Online Banking and Mobile Banking on four (4) smart phone platforms ios, Android, Windows and BlackBerry. Q2. Who is eligible to register for HLB Connect? A2. HLB Connect is open to all Hong Leong Bank Berhad (HLBB) and Hong Leong Islamic Bank (HLISB) retail banking customers with an active account. Q3. What are the new enhancements of HLB Connect Online Banking? A3. The new HLB Connect Online Banking offers a simpler and easier banking experience from registration / reset to navigation shortcuts and customization of your account settings online. Q4. What are the minimum system requirements for using HLB Connect Online Banking? A4. We suggest the followings as the minimum system requirements: Pentium PC (233 MHZ or better) Window XP or better Microsoft Internet Explorer 8.0. However, we highly recommend Internet Explorer 9.0 or above for an optimized user experience Google Chrome version 14 or above Mozilla Firefox version 4 or above Safari version 4 or above Opera version 10 or above Internet browser on native mobile phone and tablet Q5. What will happen if I am using outdated internet browsers not specified above to access HLB Connect Online Banking? A5. Outdated internet browsers are less stable, and much more vulnerable to viruses, malware, and other security issues. In addition, the outdated internet browser s display capabilities are very limited, HLB Connect Online Banking will neither look nor function in the same way in outdated browsers. Hence, we highly recommend you to use the internet browsers specified above to access HLB Connect Online Banking in order to have an optimized user experience. Q6. Can I access HLB Connect Online Banking from abroad? A6. Yes, HLB Connect Online Banking can be accessed from anywhere in the world via Internet. All you need is a computer terminal or personal electronic device with Internet connection and Internet browser.

2 Q7. Is there any fee incurred when using HLB Connect Online Banking? A7. There is no charge for using HLB Connect Online Banking. However, other banking service charges are applicable for transactions such as Interbank GIRO (IBG), Immediate Pay+, Bill Payment, Stop Cheque and Statement Request. Q8. What kind of security protection does the Bank provide to its customers who use HLB Connect Online Banking? A8. HLB has incorporated the following security features: Up to 256-bit encryption with 128-bit minimum enabled by SSL certificate to secure online transactions characters of alphabets and numbers Password for all HLB Connect customers. ATM PIN / Credit Card ATM PIN / Temporary ID for registration or reset with HLB Connect. TAC will be used as an additional method to identify that it is you who is authorising the session / transaction in HLB Connect Online Banking. TAC will be auto-triggered to your registered mobile number to authenticate certain online transactions, several settings, registration and reset. Security Picture to confirm that you are accessing the genuine HLB Connect Online Banking. HLB Connect Online Banking will automatically log off if there is no activity performed after a while. Your HLB Connect will be deactivated (dormant) if you do not login for 3 months.

3 Registration and Reset Q9. How do I register HLB Connect Online Banking? A9. Before registration, please ensure: 1) You have registered or updated your current mobile number for TAC at any of our branches or ATMs. 2) You will also need these items when registering with: ATM / Debit Card: -ATM / Debit Card Number -ATM PIN -TAC (Transaction Authorisation Code) Credit Card: -Credit Card Number -Credit Card ATM PIN -TAC (Transaction Authorisation Code) Fixed Deposit or Loan Account: -Account Number -Temporary ID* -TAC (Transaction Authorisation Code) *Please visit any of our branches to request for a Temporary ID. 3) Once you have the items above, visit Hong Leong Bank Connect website at Click on "First Time User" as shown below to register: Upon login for the first time, you will be prompted with First Time Login Settings to customize your own account(s) for Online Viewing and/or Online Transfer. Q10. What is ATM PIN? A10. It is a 6-digit number chosen by you for an ATM / Debit Card issued to you under your Current / Saving account. If you do not have an ATM PIN, please visit any of our branches for assistant.

4 Q11. What is Credit Card ATM PIN? A11. It is a 6-digit number issued to you by the Bank when you receive your credit card. If you do not have a Credit Card ATM PIN, please call our Customer Service at , or visit any of our branches for assistant. Q12. What is Temporary ID? A12. It is a 10-character of alphabets and numbers issued to you upon your request. If you do not have a Temporary ID, please visit any of our branches for assistant. For overseas customers only, please call our Customer Service at Q13. Is there a validity period for the Temporary ID issued to me? A13. Yes, the validity period is 3 days. Q14. How long will it take for me to receive the confirmation for my Temporary ID if I am residing overseas? A14. It will take 3 working days to process the Temporary ID. Q15. What is TAC and what is the use of TAC? A15. TAC means "Transaction Authorisation Code". It is a 6-digit unique security code used for: Registration and Reset HLB Connect Online account settings and maintenance Specific online banking transactions Q16. How to register or update my mobile number for TAC? A16. You may register or update via: 1) Any of our ATM 2) Visit any of our branches For overseas customers only, please call our Customer Service at Q17. I forgot my Username / Password, what should I do? A17. You may reset your HLB Connect. 1) Prepare the same items needed as per registration, refer to Q9 2) Visit Hong Leong Bank Connect website at 3) Select Forgot Username/Password on Secured Login screen to reset:

5 Q18. Why I can t login to my HLB Connect? What should I do? A18. There are 2 possibilities: 1) Not logged in for 3 months and became dormant 2) Wrong password, username or both You may reset your HLB Connect, refer to Q17. Q19. Can I change my username? A19. Yes, you may change your username by resetting your HLB Connect. Important: You have to change your password as well. Please refer to Q17 for the reset process. Q20. What can be done if I suspect unauthorised access to my HLB Connect? A20. There are 2 options: 1) You are advised to call our Customer Service as soon as possible to suspend your account at ) You may also login to HLB Connect Online Banking to change your Password. Select "Other Services" menu Settings Change Password. Overview Q21. What is the quickest and easiest way to navigate and access to the common functions in HLB Connect Online Banking? A21. Please find the Quick Link section at the bottom of any pages after login. You can easily navigate and access to functions you wish to perform in HLB Connect Online Banking using this section. Q22. I am a registered HLB Connect user and own a Hong Leong supplementary credit card, why I am unable to view my supplementary credit card details via HLB Connect Online Banking? A22. You cannot view your credit card details if you are a Hong Leong supplementary credit cardholder. Only Hong Leong principle credit cardholder can view his / her own principle and supplementary credit card details.

6 Pay & Transact Own Account Transfer / Other Account Transfer / Bill Payment / Reload Services Q23. What is the usage of the Recurring Transfer in HLB Connect Online Banking? A23. The Recurring Transfer is for customers who wish to set standing instruction to repeat the same transaction on a Daily, Weekly, Every 2 Weeks, Monthly, Quarterly, Half-Yearly, or Yearly basis. Q24. What is the usage of the Manage Standing Instruction (SI) in HLB Connect Online Banking? A24. Manage Standing Instruction (SI) is for customers who wish to perform Copy, Skip or Cancel function for the Recurring Transfer that they have set up. Copy to duplicate the transaction details of the respective SI Skip to skip the Next Process Date of the respective SI Cancel to cancel the remaining schedule of the respective SI Other Account Transfer Q25. What are the differences between 3 rd Party HLB, IBG & Pay+? A25. Kindly refer to the table below: Item Effectiveness Receiving Banks Receiving Bank Account Type Transfer Limit Fund Transfer Service 3rd Party HLB InterBank GIRO (IBG) Immediate (Pay+) Immediate Hong Leong Bank Monday - Friday Before 12:30 noon Monday - Friday After 12:30 noon Saturday, Sunday, Public Holiday Same Day All MEPS participating banks Current / Savings, Credit Card, Loan / Financing account Subjected to the daily total online transaction limit: Maximum of RM10, per day Next Working Day Next Working Day Immediate* *subject to the system availability of the beneficiary bank. All MyClear participating banks Subjected to the daily total (IBG + Pay+) online transaction limit: Maximum of RM10, per day Transfer Fee NA RM0.10 per transfer RM1.00 per transfer Eligibility Hong Leong Bank Connect users with Current and Savings account Q26. Can I perform fund transfer if I am residing oversea? Will I be able to obtain the Transaction Authorization Code (TAC) via my oversea mobile phone? A26. Yes, you will now be able to receive the TAC provided that you have registered your overseas mobile number with us. Q27. Is TAC required for fund transfer via HLB Connect Online Banking? A27. Yes, TAC is required for 3rd Party HLB / IBG / Pay+ transfer. However, transfer of funds to your own or favourite 3 rd party accounts does not require TAC.

7 Reload Services Q28. What kind of reload services available via HLB Connect Online Banking? A28. The major categories of reload services available for HLB Connect Online Banking are Prepaid Mobile, Internet Access, Game Credit / Point and IDD & STD. Q29. Is there any additional charge incurred to use Reload Services? A29. No. Q30. What happens if I do not see my reload PIN? A30. There are 2 circumstances: 1) PIN-based reloads - Select "Pay & Transact" View History. Click the reference number for the respective transaction and you can retrieve your reload PIN in this page. 2) Auto reloads - This reload method does not need a PIN. You are advised to check if the mobile number is reloaded. If the respective mobile number is not reloaded, you may call our Customer Service at Q31. I have made a purchase for a wrong reload product. Can I cancel the transaction? A31. No, if you have purchased for the wrong reload product and confirmed the purchase when prompted, the transaction cannot be cancelled. Q32. Can I reload a 3rd party Junior Debit Card? A32. No, currently HLB Connect Online Banking only allows reload to own Junior Debit Card. Online Transactions Q33. Can I view my loan account transaction history via HLB Connect Online Banking? A33. No, however you are able to view your loan summary details which are made available. Q34. How many months of online transaction history performed via HLB Connect Online Banking can I view? A34. You may view up to 120 days of online transaction history. Q35. Can I download my online transactions history for my record purposes? How should I do it? A35. Yes, you are able to download your online transactions into Excel format. Go to Pay & Transact -> Online Transactions -> View History -> Download CSV

8 My Statement Q36. Can I request current account hardcopy statement via HLB Connect Online Banking? A36. You may request a hardcopy statement for your current account for above 3 months to 6 months only. There is a service fee of RM10 per request + RM2 per page. Q37. Can I request my current / loan account statements to be sent through ? A37. No, your monthly current / loan account statements will be sent to you via post. Other Services Get Rewards Q38. Can I make reward points enquiries and redemptions via HLB Connect Online Banking? A38. You can make reward points enquiries and redemptions of your Credit / Debit Card. Select Other Services menu Get Rewards "Credit / Debit Card Reward Points". Q39. Can I make HL Earnings (Fortune Credit Card) Inquiry and redemption via HLB Connect Online Banking? A39. Yes, you can. Select Other Services menu Get Rewards "HL Earning (Fortune Credit Card)". Q40. When will the HL Earning (Fortune Credit Card) be transferred to my HLB Current / Savings account or HLB credit card? A40. The transfer is immediate upon successful redemption. Q41. Can I redeem my HL Earning (Fortune Credit Card) to 3 rd party HLB Current / Savings account and 3 rd party HLB credit card? What is the maximum amount that I can redeem per day? A41. Yes, it can be done. For redemption to 3rd party HLB Current / Savings account and 3rd party HLB credit card, it is subject to your daily 3rd Party HLB fund transfer limit. ATM / Debit Card Q42. What is the meaning of Retail Transaction Limit? A42. Retail Transaction Limit is the amount you allow for debiting from your HLB Current / Savings account when using your Debit Card for retail purchases at merchant outlets. Q43. What is the meaning of Internet Purchase Limit? A43. Internet Purchase Limit is the amount you allow for debiting from your HLB Current / Savings account when using your Debit Card for purchases made on the Internet. You are required to register for a One-Time-Password (OTP) thru our Customer Service at prior to making any Internet purchase with your Debit Card.

9 Q44. What is the use of Inter Country ATM Service function in HLB Connect Online Banking? A44. This is to activate your ATM / Debit Card for cash withdrawal at ATMs in Indonesia, Singapore, Thailand, Korea and China under the Artajasa, RINTIS, NETS, ITMX, KFTC and CUPS network respectively. A nominal fee of RM8-00 will be charged for every cash withdrawal transactions performed at participating overseas Banks' ATM. Manage Cheque Q45. If I have stopped a cheque via HLB Connect Online Banking, can I take it as good (that the payee cannot cash the cheque)? A45. You are advisable to check your current account transaction history for confirmation, a service fee of RM10 will be deducted from the selected account when the Stop Cheque request is successful. Settings Q46. What is online transaction limit? How to change it? A46. Online transaction limit is the amount you allow for debiting directly from your HLB Current / Savings account for transactions made via HLB Connect and transactions made via merchant's website. Basically, it is a limit for all transactions that requires you to login to HLB Connect. This includes 3rd party HLB Transfer, Pay+, IBG, Online Bill / Retail Transaction, Prepaid Reload, HLeBroking Transfer, Junior Debit Card Reload, MACH Fixed Deposit Placement and PEx. To change the limit, select Other Services menu Settings Change Online Transaction Limit. A TAC is required to complete this request. Q47. What is the use of Customise My Accounts function in HLB Connect Online Banking? A47. This is about customizing each of your HLB accounts for either: 1) to be enabled for viewing and transacting online 2) to be enabled for viewing online ONLY 3) to be disabled for viewing and transacting online Q48. Can I change my mailing address for my loan account (Personal Loan / Mortgage Loan) via HLB Connect Online Banking? How can it be done? A48. No, you are required to fill up the Service Request Form in any of our branches to proceed with such request. Q49. If I want to disable my account in HLB Connect Online Banking from performing transaction, but still want to view it online. What should I do? A49. Go to Other Services in HLB Connect Online Banking, click Customise My Accounts, tick Allow For Online Viewing and unselect Allow For Pay & Transact.

10 Q50. I am an existing HLB Connect user and have been prompted with First Time Login Settings when I first login to the new HLB Connect Online Banking, what is the setting for? A50. The First Time Login Settings is for you to customize your account(s) own for Online Viewing and/or Online Transfer, you may refer to Q47 for more information.