1. Introduction to Cyberbanking
1.1 What is Cyberbanking?
Cyberbanking is an innovative and integrated electronic banking service offered by BEA that allows you to access your accounts anytime, anywhere.
1.2 Who can apply for Cyberbanking?
All personal and corporate account customers of BEA in Singapore can register for Cyberbanking.
1.3 What does Cyberbanking allow me to do?
Through Cyberbanking, you can:
- view account balances and past transaction history
- view a summary of fixed deposit contracts held
- transfer funds between your own BEA accounts in Singapore
- request for cheque books
- make account-related or other enquiries
1.4 What accounts can I access through Cyberbanking?
Personal customers can access and manage all bank accounts that are held solely in your name at BEA, or held jointly with others under an either-to-sign mandate.
For joint accounts with both-to-sign mandate, you can view the account balances and past account activities but you are not able to do transactions using the Cyberbanking service.
Corporate customers can access and manage all bank accounts that are held in name of the corporate at BEA.
1.5 Is Cyberbanking available 24 hours a day?
Yes, Cyberbanking services are available 24 hours a day, 7 days a week. You can make requests at any time, except during our maintenance period.
1.6 Will I be able to access Cyberbanking overseas?
Yes, you can access Cyberbanking anywhere in the world, provided that you have access to the Internet and use a compatible browser. Please also ensure that your mobile service operator supports the delivery of SMS messages to you in the respective overseas country so that we can send the One-time Password and post transaction notifications to you.
1.7 Is there a charge to apply for access to Cyberbanking?
No, all BEA customers may register for Cyberbanking free of charge.
1.8 What are the minimum system requirements for using Cyberbanking?
Cyberbanking is compatible with Microsoft Internet Explorer and Mozilla Firefox which is JavaScript (please refer to Q3.3), Java/Java Virtual Machine ("JVM") (please refer to Q3.4), 128-bit TLS version 1.2 (please refer to Q3.5), and "cookie"-enabled.
2. Service Hotline
2.1 Is there a hotline for Cyberbanking customers?
Yes, the Cyberbanking hotline is (65) 6602 7878 and is operated during business hours, Monday to Friday 9:00am to 6:00pm.
If you have any queries or require assistance with regards to Cyberbanking, you can also visit our branch during business hours.
3. Troubleshooting
3.1 Who can I call if I cannot get access to Cyberbanking even if I enter my Cyberbanking number and PIN correctly?
Please call our Cyberbanking hotline (please refer to Q2.1) during business hours, Monday to Friday 9:00am to 6:00pm, for assistance.
3.2 If the system does not respond after I have confirmed the transaction, how can I know whether the transaction has been processed?
You can check the transaction details and balances in "Account Summary" or "Account Activity" functions under "Accounts" of the "Accounts and Payments" menu or you can call our Cyberbanking hotline (please refer to Q2.1) during business hours, Monday to Friday 9:00am to 6:00pm, for assistance.
3.3 I received an error message stating that "JavaScript" is not enabled. What does this mean?
To operate Cyberbanking, JavaScript must be enabled on your browser.
To enable "JavaScript" in Internet Explorer 11.0, please follow these steps:
For Internet Explorer 11.0 *:
1. Click "Tools" and then "Internet Options" 2. Select "Security" tab, and select the "Custom Level" button 3. Scroll down to "Active scripting" 4. Make sure the "Enable" radio button is checked 5. Click "OK" to save your preference (* If you are using a different browser version or different browser, please refer to the HELP manual of your browser.)
3.4 If the Java Virtual Machine ("JVM") is not enabled in my browser, how do I enable it?
If you have not installed JVM or cannot find the Java Control Panel on your computer, please download and install the Oracle (Sun) Java Virtual Machine at www.java.com.
(Supported version: Oracle (Sun) Java Virtual Machine (JVM) Version 8 Update 60)
3.5 How do I enable the TLS feature in the browser?
You need to enable TLS in both the browser and the Java Control Panel in order to use Cyberbanking.
In Internet Explorer 11.0*, please follow the below steps to enable TLS:
1. Click "Tools" in your browser's menu bar 2. Select "Internet Options" 3. Select the Advanced tab 4. Enable "Use TLS 1.2" in the Security section 5. Click "OK" to close the Internet Options window (* Please refer to the HELP manual of your browser for other versions or other browsers.)
To enable TLS in the Java Control Panel, please follow the steps below:
1. Open "Java" in Control Panel 2. Select the "Advanced" tab 3. Scroll down to "Advanced Security Settings" and enable TLS 4. Click "OK" to save your preference (* Please refer to www.java.com for other versions.)
4. Using Cyberbanking for the first time
4.1 How do I register for Cyberbanking?
Personal / authorised person of the corporate customers should complete the respective Application Form for Cyberbanking - Personal Account / Application Form for Cyberbanking - Corporate Account and submit it in person at our branch. Corporate customers may also send the form back to us by mail.
4.2 How do I log in to Cyberbanking?
To log in, please go to our website at www.hkbea.com.sg. Do not click on any hyperlinks in any emails or via any unverifiable source to access Cyberbanking.
4.3 What do I need to log on for the first time?
You will need your Cyberbanking number and your PIN. These will be provided to you when you apply for Cyberbanking. For security reasons, you will be prompted to change your PIN upon first login.
You will also be requested to register with us the contact number of your mobile device which you will use to receive the SMS message containing the One-time Password required to complete the login process.
Please note that for control and security reasons, your access to Cyberbanking will be suspended if you do not change your first-time login PIN within 30 days from the date we activate your access to Cyberbanking. If this occurs, you will need to re-activate your access to Cyberbanking (please refer to Q4.4).
4.4 How do I re-activate my access to Cyberbanking if it has been suspended?
If your access to Cyberbanking has been suspended, you need to complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account. Personal customers should submit the form duly completed in person at our branch.
4.5 What will happen if I enter my login details incorrectly?
You will have several attempts to enter the correct information. If you continue to enter information incorrectly, your Cyberbanking access will be suspended and you will need to complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account to re-activate access to Cyberbanking.
4.6 What if I have lost or forgotten my Cyberbanking number or PIN?
You should complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account. Personal customers should submit the form duly completed in person at our branch to obtain your Cyberbanking number or to apply for a new PIN.
4.7 How can I print the information displayed onscreen?
The "Print" button is always available on the upper right hand corner. You can just click it when you want to print the information displayed onscreen.
4.8 How do I log out?
When you want to end your session, please click the Log out button in the upper right hand corner below the SG Cyberbanking logo. Please clear the browser cache and close all browser sessions when you have finished.
5. Account Enquiry and Activity
5.1 What information can I obtain through the Accounts function?
You can check your account balances and transaction history.
To view the balances of your accounts and/or existing fixed deposit contracts, click on the "Account Summary" under "Accounts" of the "Accounts and Payments" menu.
To view your transaction history, click "Account Activity". Alternatively, you may click on the respective account currency of an account in "Account Summary" to view the transaction history of that account.
Please note that you can only check the balances and transaction histories of those accounts that you have registered to view / manage through Cyberbanking.
5.2 How far back can I enquire about my transaction activity using the Account Activity function?
You can enquire about your transaction activity for the past 12 months but the maximum display period is 1 month.
6. Fixed Deposits
6.1 What information can I obtain through the "Fixed Deposits" function?
You can view all of your existing fixed deposit contracts by using the "Deposit Summary" function under "Fixed Deposits" of the "Accounts and Payments" menu.
7. Funds Transfer
7.1 What do the "Funds Transfer" functions allow me to do?
The "Funds Transfer" functions in the "Accounts and Payments" menu enable you to transfer funds in the same currency immediately between your own BEA accounts by using the "Own Account Transfer" function (subject to the cut-off time).
7.2 What are the cut-off times for funds transfer?
The cut-off time for funds transfer is Singapore Time 6.00pm.
Instructions received after the cut-off time or on a non-business day (Saturday, Sunday or a public holiday in Singapore) will normally be processed on the next business day. These transactions can be viewed in the "Pending Transfer" function.
7.3 Why are some of my accounts not listed in the funds transfer account dropdown lists?
Due to restrictions on certain accounts, you may only do funds transfer from selected accounts:
Customer Type Types of Account Personal Accounts - Current Account
- Savings Account
- Multi-Currency Statement Savings Account
(Funds transfer from joint accounts with both-to-sign mandate is not allowed.)Corporate Accounts Current Account 7.4 What should I do if I want to submit a funds transfer instruction to BEA?
After clicking "Funds Transfer" in the "Accounts and Payments" menu, click "Own Account Transfer" function to make transfer between your own BEA accounts.
Personal customers
After having inputted your transfer details, you should click "Proceed" to continue or click "Clear" to clear the fields and start again. On the next screen, you will need to verify and confirm the transaction details by clicking "Confirm" or cancel the transaction by clicking "Cancel". To go back to the previous screen, you can click the "Back" button. If you click "Confirm", you will be asked to enter the One-time Password ("OTP"). If the validation of the OTP passes, the transfer details, together with a unique transaction reference, will be displayed on the next screen. You are advised to print this screen for your records.Corporate customers
A new transfer can be inputted after clicking "New Transfer" in the "Submit to Sign" tab. Then, the creator can click "Save" to save the transfer details or click "Submit to Sign" to submit the transfer to the signers for approval. A transaction ID unique to this transfer will be generated.To approve the transfer, the authorised signer(s) will have to click on "Sign Now" in the "Sign a Transaction" tab. On the next screen, the signer will need to verify and confirm the transaction details by clicking "Confirm". If the signer clicks "Confirm", the signer will be asked to enter the One-time Password ("OTP"). If the validation of the OTP passes, the transfer details, together with a unique transaction reference, will be displayed on the next screen.
7.5 What are the online transfer limits?
There is no maximum limit to the amount you can transfer between your BEA own accounts.
7.6 What is the minimum transaction amount for funds transfer?
The minimum amount per transaction is $1.00 in the transfer amount currency.
7.7 How long does it take for funds to be credited to your BEA accounts?
For funds transfer made before the daily cut-off time at 6:00pm on any business day, the account will normally be credited on the same day.
For funds transfer made after the daily cut-off time at 6:00pm on any business day, the account will normally be credited on the next business day.
7.8 How will I know if my funds transfer instruction has been successfully received by BEA?
After you have submitted your funds transfer instruction, you should receive the message "Transaction completed" or "Instruction received" onscreen, along with a transaction reference if your instruction has been successfully received by us.
If you receive the message "Transaction completed", your account activity is updated to reflect this new transaction upon its completion.
If you receive the message "Instruction received", your transfer instruction is received but pending for processing on the next business day. Please log in to Cyberbanking to check if your account activity is updated to reflect the new transaction on the following business day.
We will also send a post transaction confirmation notification to your registered mobile device number to inform you that we have received your funds transfer instruction.
Corporate customers can also view the status of the transaction in the "Execution Status" tab.
7.9 Can I amend or cancel a funds transfer instruction?
If you have requested for funds transfer using Cyberbanking, you will not be able to amend or cancel it online.
7.10 How can I find out if my funds transfer was successfully executed?
You can check your account activity via Cyberbanking. If the transaction is received after the cut-off time and is subsequently rejected by us when executed, we will also notify you by sending you a webmail message (please refer to Q9.1) in Cyberbanking.
If you have provided us with your email address, we will notify you of the new webmail message.
8. Other Services
8.1 How do I order new cheque books?
Please go to the "Other Services" menu and select "Request cheque book".
8.2 How long will it take for me to receive my new cheque book(s)?
New cheque book(s) will be dispatched to your mailing address by ordinary mail in 3 business days once we have received the request. Request received after 6:00pm or on a non-business day will normally be processed on the next business day.
Please note that cheque book request is subjected to approval and a cheque book fee of SGD $10 or US $6 is applicable for each cheque book.
9. Webmail and Email
9.1 How can I access my Cyberbanking webmail?
You can access webmail via the "Messages" function under the "My Details" menu.
9.2 Can I send a webmail to BEA if I have any questions about Cyberbanking service?
Yes, you may send us your questions through Cyberbanking's "Messages" function. However, please do not send us instructions of a transactional nature or requests that are urgent and require immediate action via this function.
9.3 Will BEA send me webmail messages?
Yes, we will send you a webmail message in the event that we are unable to process your instructions via Cyberbanking. We will also send webmail messages to you containing important information and updates.
We will notify you at your registered email address whenever we send you webmail messages. You will also see a "New" message icon in front of the Logout button in the upper right hand corner below the SG Cyberbanking logo if you have unread messages.
9.4 How long will messages remain in my Cyberbanking mailbox?
Your Inbox and Outbox can retain a maximum of 30 messages each. Messages will remain in your Cvberbanking mailbox for 4 years as long as your mailbox is not full. The oldest messages will be automatically deleted when the maximum capacity is exceeded.
9.5 How do I change my email address on record?
You should complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account. Personal customers should submit the form duly completed in person at our branch.
10. Change PIN
10.1 Do I need to change my PIN regularly?
For security reasons, you are required to change your PIN when you log in to Cyberbanking for the first time. We also recommend that you change your PIN periodically.
10.2 How can I change my PIN?
You can change your PIN any time by using the "Change PIN" function in the "My Details" menu.
10.3 What should I do if I suspect that my PIN has been stolen or exposed?
For security reasons, you should change your PIN immediately. After that, you are advised to check all of your account balances. If you find any discrepancies in your accounts, please call our Cyberbanking hotline (please refer to Q2.1) during business hours, Monday to Friday 9:00am to 6:00pm or visit our branch as soon as possible.
10.4 What should I do if I suspect unauthorised access to my bank accounts through Cyberbanking?
In such an event, please contact us as soon as possible and provide us with the details of the unauthorised transactions. We will suspend online access to your bank accounts immediately and conduct a thorough investigation.
11. Security Advice
11.1 How secure is Cyberbanking?
The security of your accounts and our Cyberbanking service is our highest priority. We provide the following security measures to safeguard your use of the services.
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PIN
When you log in to Cyberbanking for the first time, you are asked to change your PIN immediately. From that point onwards, you must enter your correct Cyberbanking number and self-selected PIN every time you want to access Cyberbanking. For your safety, you will also be prompted to change your PIN from time to time.
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One-time Password
You are required to enter a One-time Password that will be sent by short messaging service ("SMS") to your registered mobile device as part of our enhanced authentication measures.
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Moving Number Keypad
An alphanumeric PIN, which consists of a combination of numbers and letters, and a moving number keypad - further ensures your ongoing security.
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Automatic Session Log out
For protection against unauthorised access, your computer's connection to Cyberbanking will be automatically terminated if the session has been idle for 5 minutes.
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Transport Layer Security ("TLS") with at least 128-bit encryption
"TLS" is an international and well-proven standard employed to ensure confidentiality of information transmitted over the Internet. All sensitive information sent between your Internet browser and our computer system is encrypted using at least 128-bit TLS encryption.
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Automatic disablement
To guard against unauthorised access, your Cyberbanking access will be suspended after a number of unsuccessful login attempts. Customers will need to complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account. Personal customers should submit the form duly completed in person at our branch.
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Cyberbanking's no-cache feature
All customer information (including your account / financial information) that you view during your Cyberbanking session are neither cached nor stored on your computer.
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Last login date and time
Your last login date and time are displayed after you have successfully logged in to Cyberbanking for your verification.
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Post transaction notification
An alert message will be sent to your registered mobile device after we have received transaction instructions, e.g. funds transfer.
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11.2 How can I enhance my security when using SG Cyberbanking?
Please refer to the Security Tips available on our website.
11.3 How do I verify that the website belongs to the Bank of East Asia, Singapore Branch?
Every secure website possesses a digital certificate to prove its identity.
You must not login to / enter account information on any website fraudulently masquerading as BEA's website where the "Security Lock" icon cannot be found or where the certificate information is invalid.
You can simply follow the below-mentioned steps to verify the identity of The Bank of East Asia, Singapore Branch:
For Microsoft Internet Explorer 11.0,
- Click on the security status bar (normally in green) in the top right corner of the login screen
- Select "View Certificate" to verify the certificate information.
The Certificate should be displayed with:
- Issued to : sg.hkbea-cyberbanking.com
- Issued by : Symantec Class 3 EV SSL CA - G3
Sample of the certificate in Internet Explorer
11.4 What should I do if I receive security certificate warning?
If you receive a security certificate warning (similar to the screen displayed below), which may indicate that a security certificate does not belong to the Bank, you should discontinue to login to login/use Cyberbanking and inform us immediately.
11.5 How do I disable the "auto-complete" feature?
The "auto-complete" feature of some browsers saves information that you previously entered into fields (web addresses, forms, passwords, etc.). When you type similar information into one of these fields, a dropdown list with possible matches will automatically appear for selection.
To protect yourself and prevent unauthorised use of your account, you are advised to disable this feature on your browser.
For Internet Explorer 11.0*:
1. Select "Tools" 2. Select "Internet Options" 3. Select the Content tab 4. Click "Settings" under the Auto Complete section and ensure that "User names and passwords on forms" is not selected. 5. Click "OK" (* If you are using a different browser version or different browser, please refer to the HELP manual of your browser.)
11.6 Do I need to clear the browsing history?
To safeguard your personal information, you are advised to clear the browsing history (e.g. to delete all saved information you have typed into forms) and close all browser sessions after having logged out of Cyberbanking.
11.7 How do I clear my browsing history after I have finished using Cyberbanking?
Perform the following steps after you have logged out of Cyberbanking:
For Internet Explorer 11.0*:
1. Select "Tools" 2. Select "Internet Options" 3. Under "Browsing history", click "Delete ..." 4. Click "Delete" 5. Click "OK" (* If you are using a different browser version or different browser, please refer to the HELP manual of your browser.)
11.8 What are the BEA Group's websites?
The BEA Group currently maintains the following websites:
12. Two-factor Authentication (2FA)
12.1 What is two-factor authentication (2FA)?
Two-factor authentication (2FA) is an authentication scheme that increases online security by relying on a combination of two different factors, e.g. something you know (e.g. user ID and password) and something you have (e.g. token or mobile device SIM card), in the verification of a user's identity.
12.2 Why is two-factor authentication needed for Internet banking transactions?
Although fraudsters may be able to illegally obtain your user ID or password, they cannot steal something you have in your physical possession, such as a token or mobile device, over the Internet.
12.3 What is the Bank's approach on two-factor authentication?
We will provide a One-time Password ("OTP") to be used for two-factor authentication via SMS.
12.4 What is a One-time Password ("OTP")?
An OTP is a password generated by us and sent to you for you to input as an additional form of identity authentication. You will need an OTP each time you login to Cyberbanking and perform designated transactions through Cyberbanking. Each OTP is used only once for a designated transaction and expires after 180 seconds.
12.5 How do I use the One-time Password ("OTP")?
When you login or perform a designated transaction through Cyberbanking, an OTP will be sent to your registered mobile device. You must check the transactions details displayed in the SMS message and then input the OTP on the web page to complete the process before it expires.
12.6 When do I need to use a One-time Password ("OTP")?
You need to use an OTP for the following functions:
- log in to Cyberbanking
- transfer funds between your own BEA accounts in Singapore
- request cheque books
12.7 How do I apply for the One-time Password ("OTP")?
When you apply for Cyberbanking, you will be asked to register your mobile device number with us to activate the OTP service.
12.8 What should I do if I receive an SMS containing a One-time Password on my mobile device but am not performing any Internet banking transactions?
You should call our Cyberbanking hotline (please refer to Q2.1) during business hours, Monday to Friday 9:00am to 6:00pm, for assistance.
12.9 Can I register an overseas mobile phone number for using the service?
Yes, you may register an overseas mobile phone number for using the service. However, your mobile network operator may charge you for the SMS messages we send you. Please contact your mobile network operator for details of SMS usage fee.
12.10 How do I update my new mobile device number so that I will receive One-time Password on my new mobile device number?
Personal customers/authorised person of the corporate customers should complete the Amendment Form for Cyberbanking - Personal Account / Amendment Form for Cyberbanking - Corporate Account to update any new mobile device number. Personal customers should submit the form duly completed in person at our branch.
12.11 Is there any charge for using One-time Password in Cyberbanking?
It is free of charge at the time being. However, your mobile network operator may charge you for SMS usage fee for accessing the services. Please contact your mobile network operator for details of SMS usage fee.