E-Banking FAQs

 

1. Application and registration

 

 

　　1.1 Q: How can I apply for LIB internet banking?

　　A: You may apply for personal internet banking account at our counter by providing current account or passbook opened with our bank and valid identity certificates. After succeeding in application, you may log in our personal internet banking for convenient and secure internet banking services.

 

　　1.2 Q: How can I suspend/resume/cancel internet banking service?

　　A: You may come to any branch of our bank for suspending/resuming/cancelling internet banking service by providing checking current account or passbook opened with our bank and valid identity certificates. You can also suspend or resume e-banking service of our bank by clicking [Customer Service- My E-banking – List of Enabled Channels].

 

2. 2. Login (including first login) and password

 

 

　　2.1 Q: How can I log in LIB internet banking?

　　A: When you first log into internet banking, please use account number + account password. To protect your account security, please modify password in the first login.

 

　　2.2 Q: Are there prompts regarding the times that the internet banking password is entered in a wrong way?

　　A: There are prompts regarding the times that the internet banking password is entered in a wrong way. Internet banking will be frozen temporarily if the password is entered wrongly for six times. It will be unfrozen after in 24h. If you need to log into internet banking right now, you may reset the password at a counter of our bank by providing valid identity certificates and corresponding passbook/checking current account number.

 

　　2.3 Q: What if I forget the password?

　　A: If you forget the password, you may reset it at the counter of our bank by providing your valid identity certificates. To protect your account security, please properly keep your password.

   

   

 

3. Account security

 

 

　　3.1 Q: What security tools does LIB provide?

　　A: LIB provides various internet banking security tools, including security mobile phone number SMS verification, e-password device and USBKey.

 

　　3.2 Q: What is the role of reserved information?

　　A: Reserved information can effectively guard against phishing websites. You may set a piece of reserved information that only you know about, and it will appear on the left of the internet banking page after your login. If you find that the information is not your reserved information, this website possibly is a phishing website, and you may immediately contact our bank.

 

 

　　3.3 Q: How can I modify the internet banking login password?

　　A: When you first log in our internet banking with a six-digit password, you will be automatically required to modify the internet banking password (using numbers, letters and simple symbols). If you need modify the password subsequently, please log into our internet banking and click “Security Center – Modify Login Password”. Login password may allow you to log into all e-banking channels, and you may regularly modify your login password through this function so as to protect your account security.   To protect your account safety, please avoid using any password the same with that for your Facebook, microblog, email or other websites.

 

　　3.4 Q: How can I modify the security mobile phone number?

　　A: Modify the security mobile phone number through [Customer Service – My Information – Modify Security Mobile Phone Number].

 

　　3.5 Q: Are there limits on my transfer to a third party through personal internet banking?

　　A: The limit of one transfer through e-password device authentication is not more than HKD1 million (inclusive), and the accumulative daily transfer amount is not more than HKD1 million (inclusive).
        Warm prompt: There is no amount restriction on the transfer of the accounts registered at counters. The limit of single transactions involving conversion between Hong Kong dollars and Macao patacas is not more than HKD5 million (inclusive), and that of single transactions involving conversion between HK dollars or Macao patacas and other currencies is not more than HKD2 million (inclusive).

 

 

4. Account management

 

 

　　4.1 Q: What is a default account (master account)?

　　A: Default account is the account first linked to the e-banking channels during sign-up (self-modification is allowed), which is used by the Bank to charge related account management fee and other relevant fees. Only one default account can be set at one time.

 

　　4.2 Q: Can I add other accounts under my name by myself?

　　A: Our bank’s internet banking only supports sign-up at counter. Please sign the agreement at branch of our bank by providing passbook /current account and corresponding valid identity certificates.

 

　　4.3 Q: How can I inquire about the journal information on the account transactions?

　　A: You can inquire about account details through [Account Management – Details Inquiry]. Our internet banking supports inquiry about detailed records for a period of not more than six months.
        At the same time, you can export and print journal information through [Account Management – Details Inquiry]. You can inquire about the statement of accounts within the past half a year. If you need inquire about the statement of accounts for a period more than half a year, please go to any branch of our bank by providing your valid identity certificates.

 

 

 

5.Transfer and remittance

 

 

　　5.1 Q: What transfer methods does your internet banking provide?

　   A: Our internet banking provides various transfer methods, including transfer between registered accounts, transfer to a third party with LIB, Swift remittance, reserved transfer and batch transfer.

 

　　5.2 Q: What are the differences between these transfer methods?

　   A: Our internet banking provide customers with full-spectrum transfer services to meet your various needs.
       Common transfer methods are provided below:
       Transfer between registered accounts: This function supports the transfer between the current accounts registered under your name without security tool authentication.
        Transfer to a third party with LIB: By providing the beneficiary accounts, you can transfer to the accounts of other customers of our bank through your registered account.
        Reserved transfer: You can specify the transfer and remittance time or trading rules in advance, and we will complete the transfer on the date or according to the trading rules (e.g. a certain day of each month) specified by you. This function is divided into transfer on designated date and by designated cycle. It supports the management of reserved transfers and details inquiry and avoids customers from forgetting or frequently operating transfer.
       This introduction to the transfer methods provided by our bank is just used for reference, please select the most appropriate transfer method based on your conditions.

 

　　5.3 How long can the fund be transferred to the beneficiary account if I transfer through your internet banking?

　　A: The fund transfer between the registered accounts will be transferred immediately . In case of Swift Swift remittance, the crediting time should be subject to the bookkeeping time of the beneficiary bank.
 

 

6.Personal loans

 

 

　　6.1 Q: Can I inquire about loan information through internet banking?

　　A: Our internet banking supports online inquiry about application information through [Personal Loans – My Loans].

 

　

7. Customer services and others

 

 

　　7.1 Q: What is the role of the username?

　　A: Passbook/account number is too long to be remembered. By setting a username, you can give your internet banking with exclusive name expression. You may log into internet banking through the username.
        An internet banking username must meet the format requirements, and is composed of at least six characters, including letters (case insensitive) and numbers. You can operate through [Customer Service – My Information – Username Modification].

 

　　7.2 Q: Can I inquire about current interest rate and exchange rate information through internet banking?

　　A: You can inquire about interest rate and exchange rate information through [Life Assistant – Financial Information Inquiry], which is just provided for reference.

 

 

　　7.3 Q: How can I quickly find the function that I need among numerous internet banking functions?

　　A: Your need can be satisfied by:
        1. Searching the function you need through the search box on the top of the internet banking homepage;
        2. You can find the functions that you frequently use in the menu of quick link through the function of [Quick Link] on the left of the homepage.

 

8.Common security risks

 

     Compared with traditional banking, e-banking mainly has the following risks:

 

 

　　8.1 Login/transaction password leakage

　　Password is quite important as it is the key for you to successfully enter e-banking. If your password is too simple, such as "111111","123456",or the birthday or the first or last several digits of your identity card number, it is likely to be cracked by lawbreakers, thus exposing your fund to the loss risk.

 

　　8.2 Phishing websites

　　Various phishing websites emerge with the rise of online shopping and mobile payment. Capitalizing on the weak security awareness of customers, lawbreakers steal customers’ internet banking information by phishing websites, including false websites and false payment pages.

 

　　8.3 Trojan leakage

　　By linking Trojan virus to common software, lawbreakers post Trojan on internet for customers to download. When a customer downloads and installs the software package containing the Trojan, his computer will have the Trojan virus and is likely to be attacked by a hacker. Then, lawbreakers will steal the customer's e-banking information through the Trojan virus.

 

　　8.4 Online fraud

　　E-banking fraud was frequent in recent years. By pretending to be bank customer service representative or capitalizing on short message service, lawbreakers send false information and lure customers to log in false websites so as to steal their internet banking information. Common fraud means: By sending prize winning email or short message and information on reconciliation, freezing of bank account and update of e-banking system, require the addressee to click illegal link address to log in a portal similar to the bank's webpage. If the customer enter his account number and password in the website, such information will be stolen.

 

9. E-banking security tools/methods of LIB

 

 

 

　　9.1 Electronic key generator, USBKey

　　E-password device can provide secure and reliable identity authentication for the customers using our e-banking channels. With such hardware media as built-in power source and password generation chip, display screen and digital keyboard, e-password device can be used in various e-banking channels without installation of any program.
        USB- KeyWith a built-in CPU chip, USBKey is a smart storage device that can be used to store internet banking certificates and deal with digital signature and signature verification. It is small, compact and safe, and can be used in USB interface of computer.

 

　　9.2 Transfer limit settings

                                                                                                                                                                                                                                            Unit: HKD10,000

  Note: Transfer to a third party with LIB for enterprises is set according to the needs of account manager, and the upper limit for each account is HKD100 million, and daily accumulative upper limit is HKD1 billion.

　　  The transfer limits of various transfer security tools of our bank are listed above. You may set the transfer amount and draft a transfer limit plan by yourself to guarantee your fund security.

 

 

 

10.E-banking security strategy

 

 

　　10.1 Log in correct websites to prevent phishing websites

　　Please enter our internet banking through “Personal Internet Banking” in the portal of LIB.
        You may add our bank's portal to your favorite websites and visit it directly. Please do not visit our portal through the link of other unidentified websites or search engine, so as to prevent lawbreakers from linking the website to phishing websites to steal your information. Please pay attention to the false web pages that seem to be similar to our portal, as these phishing web pages can steal your account information. If you doubt the truthfulness of a web page, please close it immediately, and do not conduct any operation according to the prompts of such web page, and please call our customer service hotline in time.

 

　　10.2Pay attention to password security and avoid password leakage

　  (1)Please set an individualized password independent from those used in the public places.
      (2) Please do not use combination of consecutive, repeated or simple digits or the digits relating to your birthday, telephone number and identity card number. Do not provide dynamic password, such as SMS verification code, to any person, including employees of our bank, as it bears upon the account fund security. Any act of requesting SMS verification code is a fraudulent act.
      (3)Please properly keep such payment security tools as payment password device, and do not deliver it to any person. Take it away from computer timely after completing operation. If the payment password device is lost, please go to the bank counter for loss and handle relevant renewal formalities.

 

　　10.3 Enhance security awareness

　　Currently, there are more and more financial internet crimes which are intended to steal customers’ account numbers and passwords. Your account security depends on not only the Bank’s maintenance of electronic transaction system, but also your security awareness. Please observe the following requirements:
      (1)Do not use internet banking in public places/through public network, so as to prevent other people from peeking your password or installing Trojan program to steal your account number and password.
      (2)Please properly keep your secure payment tools and protect them from being stolen.
      (3) Please exit internet banking after completing operations/leaving your computer for a while.
      (4)When entering password through other channels (e.g.ATMwithdrawal and POS), please take measures to protect password and prevent other people from stealing your account number and password by video or other means.
      (5) Do not divulge your username, password, digital certificates or any personal identification materials to other people.
      (6)Please regularly view your transaction records, timely check the details of account transactions and know your account changes at any time. And
      (7) Please call our customer service hotline if you have any doubt or question.

 

　　10.4 Safeguard computer security

　　Computer security is prerequisite to the safe use of internet banking. Please note the following points:
      (1) Set a computer power-on password that cannot be easily cracked.
      (2) Update operating system and browser security program or patch.
      (3) Install common and practical anti-virus software to avoid hackers/virus from invading your computer.
      (4) Use internet banking computer omission data, file sharing and other types of servers. And
      (5) Do not visit any unidentified email/website link.

 

11.What if visiting phishing website/being swindled by mistake?

 

      Attach importance to the e-banking security and prevention. Once you are swindled, please call our service hotline 87995888 immediately.

 

 

　　11.1 The website is found to be a phishing website after login

　  (1)Please promptly modify your payment password and login password if you are still able to log into your account. At the same time, enter the account details to check whether there are suspicious transactions. If there are suspicious transactions, please call the customer service hotline of our bank or the payment institution promptly.
      (2) If you are unable to log into the e-banking, please call our bank for temporarily freezing the account or reporting on loss (then, your bank account can receive fund, but payment from your bank account is forbidden). We will monitor your account. Please handle relevant formalities for canceling the report on loss with any branch of our bank by providing valid identity certificates and the card/passbook opened by our bank.
      (3)After ending the two steps above, please fully scan your computer by using the anti-virus software to ensure your computer security. Please remodify login password and payment password after ensuring your computer security.

 

　　11.2 If you find the fund in your account has been stolen

　  (1)Please modify your account password promptly and transfer out the balance in the account.
      (2)Enter the account details to find suspicious transactions and keep suspicious fund transactions.
      (3) Please promptly call our bank for temporarily freezing the account or reporting on loss.