FAQs about Cyberbanking Mobile Phone. Q1: What services are available via Cyberbanking Mobile Phone?

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1 FAQs about Cyberbanking Mobile Phone Introduction Q1: What services are available via Cyberbanking Mobile Phone? Via Cyberbanking Mobile Phone, you can: Check your account balances See details of all transactions made within the last month via any channel Transfer funds to BEA accounts Transfer HKD funds to other local bank accounts via the electronic clearing system Pay bills* Make donations* Trade stocks, check your order/portfolio status, stock quotes, charts, information on indices Apply for travel insurance Trade gold and check gold prices Check MPF/ORSO account balance, contribution history, withdrawal history, current investments, and fund prices and make changes to your investments Activate overseas ATM cash withdrawal function *You should create a template via Cyberbanking Internet before using this service. Q2: Is there any service fee for Cyberbanking Mobile Phone? Cyberbanking - Mobile Phone is free of charge. However, your mobile network operator may charge you a mobile data usage fee for accessing the services. For details, please refer to your mobile network operator. Q3: Where can I use Cyberbanking Mobile Phone? Can I use the service outside Hong Kong? Yes. You can use the service in any area and country where your mobile network operator has GPRS roaming and/or overseas SMS coverage. However, your mobile network operator may charge you additional fees. For details, please refer to your mobile network operator. Q4: What Apple devices and Android phones can support the Cyberbanking mobile banking service? The Cyberbanking mobile banking service is compatible with the following mobile devices: iphone, ipod touch, and ipad with ios 3.0 or later Android phones with version 2.2 or later Q5: How can I reduce the daily limit for transactions made via mobile phone? You can reduce your maximum daily transaction limit by selecting Settings and then Transaction Limits after logging in to Cyberbanking Internet. Page 1 of 8

2 Service Settings Q6: How can I use Cyberbanking Mobile Phone? To use the service, follow these steps: 1. Log in to Cyberbanking Internet and select Settings and then Mobile Banking. 2. Enter your mobile phone number. 3. Create a mobile password and identity message for using Cyberbanking Mobile Phone. 4. Confirm the settings through your mobile phone by entering your mobile password after you have received a confirmation SMS from BEA. 5. Create a bookmark for the login page named Cyberbanking in your mobile phone for future use. Afterwards, you can use the service instantly by clicking the bookmark stored in your mobile phone. Q7: If I have changed my mobile phone number, what should I do? To update your mobile phone number, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Details. 2. Click Terminate to terminate the service. 3. Create your mobile password for your new mobile phone number. Q8: How can I suspend/resume the mobile banking service? To suspend/resume the service, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Maintenance. 2. Click Suspend or Resume in the maintenance table. 3. If you choose to resume the service, you will receive an SMS. Tap the link in the SMS and enter your mobile password to confirm your request. Page 2 of 8

3 Login Q9: How do I log in to Cyberbanking Mobile Phone? To log in to the service, follow either of these steps: Via the BEA application 1. Go to the App Store or Google Play and search for BEA to download the applications for free. 2. Tap BEA on your mobile home screen to open the application. 3. Tap Mobile Banking in the BEA App main menu. 4. Enter your mobile phone number in the Settings page and tap Save. This step is only required on your first login attempt. 5. Enter your User ID (mobile phone number) and mobile password using the onscreen numeric keypad in the login page, then tap "Log in". Via mobile browser 1. Open your HTML browser. 2. Click the Cyberbanking bookmark to open the login page. 3. Enter your User ID (mobile phone number) and mobile password using the onscreen numeric keypad, then tap "Log in". Once you have successfully logged in, the main menu will appear. Q10: How can I change my mobile password? Can I reset my mobile password if I forget it? To change or reset your mobile password, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Maintenance. 2. Click Edit in the maintenance table to change or reset your mobile password. Q11: Will the service be terminated if I enter the wrong mobile password several times? If you fail to enter the correct password in 5 consecutive attempts, your Cyberbanking Mobile Phone service will be suspended. Log in to Cyberbanking Internet to resume the service. Page 3 of 8

4 Functions Q12: How can I make a balance enquiry? To make a balance enquiry, follow these steps: 1. Log in, and tap Accounts in the main menu. 2. Tap the Balance tab under the red bar. Then you will see the currency, current balance, and available balance of your accounts. Q13: Can I make a balance enquiry for my foreign currency account or time deposit account? You can enquire over the balance of your registered foreign currency account in Cyberbanking Mobile Phone. For time deposit account enquiries, please log in to Cyberbanking Internet. Q14: If I have recently registered an account under my Cyberbanking account, such as my savings account, can I access this account via mobile phone immediately? All your bank accounts, credit card accounts, and gold accounts can be accessed once registered under your Cyberbanking account. Q15: How can I make transaction enquiries? To make transaction enquiries, follow these steps: 1. Log in, and tap Accounts in the main menu. 2. Tap the Activity tab under the red bar. 3. Select an account and tap Done. Then, you will see details of all transactions made within the last month via any channel. Log in to Cyberbanking Internet to see the transaction history up to the last 12 months. Q16: How can I transfer funds between BEA accounts in Hong Kong and to other local bank accounts via mobile phone? To transfer funds, follow these steps: 1. Log in, and tap Transfers in the main menu. 2. Tap the BEA to HK tab to transfer funds between BEA accounts in Hong Kong or the Other banks (ECG) tab to transfer funds to other local bank accounts via the electronic clearing system. Both tabs can be found under the red bar. 3. Select a template or enter your transaction details and then tap Proceed. To transfer to a non-registered account, please create a template in Cyberbanking Internet. Please refer to Q17 for details. 4. Verify your transaction details and tap Confirm. 5. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and transaction details on your mobile phone screen. Once the transaction is completed, it cannot be cancelled or amended. Page 4 of 8

5 Q17: How can I create templates for transferring funds to a non-registered account? To create templates for transferring funds to a non-registered account, follow these steps: 1. Log in to Cyberbanking Internet and select Accounts, Transfers, and then Templates. 2. Select Fund Transfers between BEA Accounts in HK to transfer funds to a nonregistered BEA account or Standard - Electronic Clearing (Free) to transfer funds to a non-registered local bank account. 3. Tap Create a new template, enter template details, and click Proceed. 4. Enter your one-time password and click Confirm. 5. Verify your template details and click Confirm. Q18: How can I exchange foreign currencies and transfer to a BEA account via mobile phone? To exchange foreign currencies and transfer to a BEA account via mobile phone, follow these steps: 1. Log in, and tap Transfers in the main menu. 2. Tap the BEA to HK tab under the red bar 3. Select a template or enter your transaction details including withdrawal account, withdrawal currency, transaction currency, transaction amount, deposit account, deposit currency and tap Proceed. 4. Verify your transaction details and exchange rates then tap Confirm. 5. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX and transaction details on your mobile phone screen. Once the transaction is completed, it cannot be cancelled or amended. Q19: How can I create bill payment and donation templates? To create bill payment and donation templates, follow these steps: 1. Log in to Cyberbanking Internet and select Settings, Mobile Banking, and then Templates. 2. Select Bills or Donations. 3. Enter template details, verify the details, and click Confirm. The newly-added template will be in suspended status. 4. Click Resume on the corresponding template to resume the template. Q20: How can I edit/suspend/resume a bill payment and donation template? After logging in to Cyberbanking Internet, select Settings, Mobile Banking, and then Templates to edit/suspend/resume bill payment and donation templates. Page 5 of 8

6 Q21: How can I make bill payments via mobile phone? To make bill payments, follow these steps: 1. Log in, and tap Bills in the main menu. 2. Select a template name and enter your transaction amount. 3. Verify your transaction details and tap Confirm. 4. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and the transaction date/time on your mobile phone screen. Once the transaction is completed, it cannot be cancelled or amended. Q22: How can I make donations via mobile phone? To make donations, follow these steps: 1. Log in, and tap Donations in the main menu. 2. Select a template name and enter your transaction amount. 3. Verify your transaction details and tap Confirm. 4. If the transaction is completed, you will see Transaction completed, a reference number WBKXXXXXX, and the transaction date/time on your mobile phone screen. BEA will also send notification of any donations you make to your Cyberbanking account via webmail. Once the transaction is completed, it cannot be cancelled or amended. Q23: How can I print a donation receipt for tax purposes? Donations of HK$100 or above are tax deductible with an official receipt. Once the donation is completed, notification will be sent to your Cyberbanking account via webmail. You may obtain a printout of your donation details by clicking the print icon on the page. Please contact the relevant charitable organisation for an official receipt for your donation. Q24: What does the "Stocks" function allow me to do? You can place buy/sell orders; amend or cancel orders; check your order/portfolio status, stock quotes, charts, and information on indices such as HSI & HSCEI by tapping Stocks in the main menu. Q25: What does the "Travel Insurance" function allow me to do? You can request a premium quote and instantly apply for a Travel Protection Insurance plan by tapping Travel Insurance in the main menu. Q26: What does the "Gold" function allow me to do? You can place buy/sell orders and check gold prices by tapping Gold in the main menu. Q27: What does the "MPF/ORSO" function allow me to do? You can check MPF/ORSO account balance, contribution history, withdrawal history, current investments, and fund prices and make changes to your investments by tapping MPF/ORSO in the main menu. Page 6 of 8

7 Q27: When do I need to use the Overseas ATM Cash Withdrawal Settings? If you need to withdraw cash from an overseas ATM, you must activate the overseas ATM cash withdrawal function in advance by setting the activation period and daily withdrawal limit. Q28: What can I do on the Overseas ATM Cash Withdrawal Settings page? You can activate or deactivate overseas ATM cash withdrawals as well as edit the activation settings. Q29: How do I know whether the overseas ATM cash withdrawal function has been activated or its settings have been changed successfully? The Bank will issue an SMS to your registered mobile phone number once the overseas ATM cash withdrawal function has been activated or its settings have been changed successfully. However, when deactivating the overseas ATM cash withdrawal function, no notification SMS will be sent. Security Precautions Q30: How can I safely use my mobile password? You are advised to follow the security tips below: Do not disclose your mobile password to any person, including any joint account holder, under any circumstances; in particular, do not communicate it via electronic mail. Never use the same password to access any other services (for example, to connect to the internet or to access other websites). Notify The Bank of East Asia, Limited ("BEA") of any actual or possible unauthorised use of your mobile password immediately, and send confirmation in writing without delay. Do not disclose your mobile password to anyone, under any circumstances, who claims to represent BEA or who claims to be an employee of BEA or to be authorised by the company. It is not necessary for any BEA employee to know your mobile password. Do not use your identity card number, telephone number, date of birth, driving license number, or any popular number sequence (such as or 12345) when choosing your mobile password, and do not use the same digit more than twice. Do not write your mobile password down; ensure that you memorise it. Check your surroundings before performing any banking transactions, and make sure that no one sees your mobile password. For security purposes, change your mobile password regularly via Cyberbanking Internet. Change your mobile password immediately if you suspect that you have been deceived by a fraudulent website, , or SMS/WAP Push message for example, if you fail to log in to a service website after inputting your mobile password correctly, with or without any alert messages. After logging in to Cyberbanking Mobile Phone, check to ensure that the "BEA Identity Message" is authentic. Page 7 of 8

8 Delete any SMS/WAP Push messages that you receive after using Cyberbanking Mobile Phone. Q31: Will I be logged out of Cyberbanking Mobile Phone automatically if I do not enter any command after I log in? The system will automatically log out if you do not enter any command within 8 minutes. Page 8 of 8