FAQ

UK Cyberbanking is an innovative and integrated electronic banking service offered by The Bank of East Asia, Limited UK Branch (BEAUK) that allows you to access your accounts anytime, anywhere.

Personal account customers of BEAUK can register for UK Cyberbanking.

Through UK Cyberbanking, you can:

• View account balance and past transaction activities
• View / download statements issued from January 2021 onwards
• View a summary of deposit contracts held
• Create new deposit contracts or amend existing fixed deposit maturity instruction
• Transfer funds between accounts held in your name
• Exchange money from one currency account to another
• Make domestic / overseas payments with newly developed i-Token service*
• Make Express Remittances to BEA HK accounts**
• View a summary of direct debit instructions
• Update contact details, including email and mailing address
• Order cheque books, paying-in books, and certificates of deposit interest
• Make account-related or other enquiries

*If logging in via Short Message Service (SMS) One-Time Password (OTP), payments are restricted to pre-registered payees only. To enjoy the new payment features, customer must register and enrol for the use of i-Token through the BEA UK App. Click here for the functions accessible via i-Token and SMS OTP.

**Charges apply

Through UK Cyberbanking, you can access and manage all bank accounts that are held solely in your name at BEAUK, or held jointly with others under an either-to-sign mandate.

UK Cyberbanking services are available 24 hours a day, 7 days a week unless otherwise noted for system maintenance. Account enquiries (e.g. viewing of account balance and transaction history) as well as instructions (e.g. payment instructions, order of cheque books and creation / amendments of deposit contracts) can be made round the clock, but the processing of instructions is subject to cut-off times (with the exception of Express Remittance to pre-registered BEA HK accounts). Please refer to FAQ 7.2 and 7.10 below for the cut-off times of respective instructions.

Yes, you can access UK Cyberbanking anywhere in the world, provided that you have access to the Internet and use a compatible browser.

No, all BEAUK customers may register for UK Cyberbanking free of charge.

UK Cyberbanking has been tested on the following desktop browsers.

Windows browsers:

• Microsoft Edge
• Firefox
• Google Chrome

Mac browsers:

• Safari

Please use the latest version of browsers for best performance.

UK Cyberbanking is best viewed at a screen resolution of 1024x768 pixels.

TLS 1.2 is required to use UK Cyberbanking. TLS 1.2 are automatically enabled in the following browsers*:

• Microsoft Edge – TLS 1.2 is automatically enabled in all versions of Microsoft Edge.
• Firefox - version 27 or newer
• Google Chrome - version 29 or newer
• Safari – version 7 or newer

*Please refer to the HELP manual of your browser for other versions.

You are recommended to use the latest version of browsers for best performance.

Yes, the UK Cyberbanking hotline is +44 (0)20 7208 7090. Lines are open from Monday to Friday, 9:00 am - 5:00 pm.

If you have any queries or require assistance in regard to UK Cyberbanking, you can also contract one of our UK Branches during opening hours.

Please complete the UK Cyberbanking Application Form (see Q13.1) and submit it in person at one of our UK Branches.

To log in, please go to our website at www.hkbea.co.uk. Do not click on any hyperlinks in any emails or via any unverifiable source to access UK Cyberbanking.

You will need your UK Cyberbanking number and your Personal Identification Number (PIN). These will be provided to you when you successfully register for UK Cyberbanking at one of our UK Branches. For security reasons, you will be prompted to change your PIN upon first log in.

Please note that for control and security reasons, your access to UK Cyberbanking will be suspended if you do not change your first-time login PIN within 30 days from the date of registration. If this occurs, you will need to visit a BEA UK Branch to re-activate your access to UK Cyberbanking.

You will have several attempts to enter the correct information. If you continue to enter information incorrectly, your UK Cyberbanking access will be suspended and you will need to apply for a new PIN by visiting a BEA UK Branch.

Please contact us on +44 (0)20 7208 7090 during business hours or visit one of our UK Branches.

When you want to end your session, please click the Log out button in the upper right hand corner below the UK Cyberbanking logo. Please close all browser sessions when you have finished.

You can check your account balances and transaction history. To view the balances of your deposit accounts and / or existing fixed deposit contracts, click "Account Summary" under the Accounts and Payments menu.

To view your transaction history, click "Account Activity". Alternatively, you may click on an account number under "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 UK Cyberbanking.

You can enquire about your transaction activity for the past 12 months.

You can download, save and print a PDF version of your statements in UK Cyberbanking.

Statements for your account can be found:

Via UK Cyberbanking:

1. Log in to UK Cyberbanking
2. Go to “Manage Statement”
3. Select “View Statement” to choose the account and date range you want to download or view.

Via BEA UK App:

1. Log in to Mobile Banking
2. Tap “View Statements” to view.

You will need to have Adobe Reader version 6 or above. If you do not have it, you can download a free copy. Please make sure that you are using the most up-to-date version of web browser.

You can view your statements issued from January 2021 onwards in PDF format via UK Cyberbanking or BEA UK App

You can request for a printed copy of a statement that is not available in your UK Cyberbanking from one of our UK Branches or by contacting +44 (0)20 7734 3434 during business hours.

If your account is set up for paperless statement, we will notify you by email whenever your statements is ready online.

Please make sure we have your latest email address. You can update this by logging in your UK Cyberbanking.

We highly recommend that you switch to paperless by turning off paper statements. You can opt out of receiving paper statements for selected bank accounts following these steps:

1. Log in to UK Cyberbanking
2. Select “Manage Statements” from the main menu
3. Select “Edit Statement Preference” and follow the on screen instructions.

You can choose "Deposit Summary" to view a list of all your time deposit accounts. You can also select any one of these to view further contract details.

The "Deposit History" sub-function would allow you to view the renewal history of all deposit accounts.

There are also options to create new deposits or amend the renewal instructions of existing deposits.

You can use the "Create New Deposit" sub-function to place a new fixed deposit with us. In the sub-function, first select the currency of the deposit you wish to create from the drop down menu. You will then be able to select from which account you wish to transfer funds from. Input the transaction details and then click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you will need to confirm acceptance of the interest rate and the fixed deposit terms and conditions. Click "Confirm" if you wish to carry out the transaction.

You must have a current, call or savings account in the same currency as the fixed time deposit account and must continue to hold this during the term of the fixed deposit.

If the instruction is accepted, the message "Transaction Completed" will be displayed onscreen along with a transaction reference number. If the instruction is declined, a rejection message will be displayed onscreen. You can also click "Print" to print the transaction record.

GBP deposits can be created for terms ranging from 1 month to 24 months.

Foreign currency deposits are available in the following currencies: USD, AUD, CAD, CNY, EUR, HKD, JPY, NZD, SGD, and CHF. These are available for terms of 1, 2, 3, 6 and 12 Months.

The "Create New Deposit" function is available from 8:00 am to 5:30 pm on a business day.

There are three types of renewal instructions:

• No renewal of deposit, principal and interest to nominated account
• Renew principal and interest
• Renew principal, interest to nominated account

(Note: Nominated account is the debit account you choose in your new fixed deposit instruction.)

If you choose to renew the deposit, you would also need to select the renewal term.

A renewal instruction can be changed using the "Amend Renewal Instruction" sub-function up to 5:30 pm the business day before the deposit maturity date.

If your deposit term is for 6 months or longer, we will send you a reminder by post one month before the deposit is due.

You may not withdraw the deposit before maturity date except with the consent of the bank. Please contact one of our UK Branches during opening hours.

A transfer is a movement of funds between two accounts held in your name whereas a payment is a movement of funds from an account held in your name with BEAUK to a third-party account which may be held with BEAUK or another bank in the UK or overseas.

Please note that, in UK Cyberbanking, an account held in your name with BEA in any overseas country (i.e. not in the UK) is also treated as a third party account.

The cut-off times for UK Cyberbanking transfer are:

The Transfer Money function in the Accounts and Payments menu enables you to transfer funds in the same currency between your accounts (such as current, call, or savings accounts) held with BEAUK immediately (subject to the cut-off time) or on a business day in the future (up to 1 year from the date on which the transfer is scheduled).

Due to withdrawal and payment restrictions on certain accounts, you may only transfer money to and from current, call, and savings accounts.

After clicking "Transfer Money" in the Accounts and Payments menu, you can input the transfer details. Then you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you will need to verify and confirm the transaction details by clicking "Confirm" or cancel the transaction by clicking "Cancel". If you click "Confirm", 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.

There is no maximum limit to the amount you can transfer between your own accounts, but please ensure that there are sufficient funds in your account to make any transfer. We may refuse to make the transfer if there are insufficient funds in your account. The minimum amount per transaction is £1.

There are 3 payment functions in UK Cyberbanking: "Domestic Payment", "Overseas Payment" and "Express Remittance".

"Domestic Payment" allows you to pay another person or organisation in the UK You can instruct us to make the payment today or on a future business day up to 1 year from today.

With "Overseas Payment", you can remit funds to accounts held with banks abroad, provided the payment is in the same currency as the payee account. Payments are debited to your account on the same day that you submit the instruction, subject to our cut-off time (see Q7.10). Payments sent via the Overseas Payment service usually arrive within 3 business days to payee accounts held at BEA UK Branches, and in 2 to 5 business days to payee accounts held at other banks.

"Express Remittance" is only available for payments to accounts held with BEA in Hong Kong. Payments sent via the Express Remittance service usually arrive on the same day, although there is no guarantee of this.

Note: Without i-Token, payments can only be made to pre-registered payees. To enjoy the new payment features, you must register and enrol for the use of i-Token through the BEA UK App. Click here for further information on how to activate i-Token.

Domestic payments are free of charge. There is a charge for overseas payments and Express Remittances to BEA HK. For details, please refer to our Bank Charges leaflet.

The cut-off times applicable to instructions placed via UK Cyberbanking are as follows:

Instructions received after the cut-off time on a business day or any time on a non-business day will normally be processed on the next business day (subject to standard checks).

Other instructions (e.g. ordering of cheque books) can also be made throughout the day and will be handled within business hours.

To add a new payee, you will require to use i-Token. Click here for further information on how to activate i-Token.

If you want to amend the account number and sort code for a payee, you will need to delete the existing payee details and set up a new payee again. It is currently not possible to amend the account number or sort code for an existing payee online.

To delete the payee online:

Via BEA UK App

1. Log in to Mobile Banking
2. Tap “Manage Money” then tab on “Manage Payees”
3. Select the appropriate payee from the your list
4. Click on the “Delete Payee Template” button and follow the instructions on the screen.

Via UK Cyberbanking

1. Log in to UK Cyberbanking
2. Tap “Manage Money” then tab on “List of Payees”
3. Select the appropriate payee from the list
4. Click on the “Delete Payee Template” button and follow the instructions on the screen.

A payee template name is a unique identifier given to each of your pre-registered payees in UK Cyberbanking. This template name is automatically generated but you may change it to something more memorable. Note that this field simply helps you distinguish between your pre-registered payees and will not be sent with your payment instruction.

You can amend the payee template name on the "List of Payees" page under the Accounts and Payments menu.

Yes you can settle the bill of a UK merchant using the “Domestic Payment” function. Payment are processed based on the sort code and account number you entered. Please ensure all the account details are correct when you process the payment.

After clicking "Domestic Payment", "Overseas Payment", or "Express Remittance" in the Accounts and Payments menu, you can input the transaction details. Then you should click "Proceed" to continue or click "Clear" to clear the fields and start over. On the next screen, you may verify and confirm the transaction details by clicking "Confirm" or cancel the transaction by clicking "Cancel". For overseas payment and Express Remittance, you will need to check a box to confirm the acceptance of the payment terms and conditions and the payment charge before clicking "Confirm".

If you click "Confirm", the transaction details, together with a unique transaction reference will be displayed on the next screen. You are advised to print this screen for your records.

Unless you have previously requested for a reduced limit specifically, the daily limit for online payments (covering domestic payments, overseas payments and Express Remittances) is £20,000. To change your limit, please contact our UK Cyberbanking hotline on +44 (0)20 7208 7090 during business hours, or visit one of our UK Branches. There is a minimum limit of £10 per payment.

Payments to other accounts held with us and made before the daily cut-off time on any business day will normally be credited on the same day.

Payments to accounts held at other banks in the UK will normally arrive on the same or next business day subject to our cut-off times.

Payments to accounts held at BEA UK Branches overseas will normally require 1 to 3 business days before they are credited (subject to local bank holidays) if sent via the Overseas Payment function. Express Remittances to BEA HK are usually credited within the same day although there is no guarantee of this.

Payments to accounts held at other banks outside UK will normally require 2 to 5 business days (from the day on which your account is debited and subject to local bank holidays) to reach the payee account.

After you have submitted your transfer / payment instruction, you should receive a transaction reference if your instruction has been successfully received by us.

We will send you a webmail message if we are unable to process your instruction. Please log in to UK Cyberbanking to check if the instruction has been successfully completed on the following business day.

In the event that there are insufficient funds in the withdrawal account to complete a scheduled instruction, we may choose, at our sole discretion, not to execute such instruction and may charge the account for the unsuccessful instruction.

If you have requested an immediate transfer or payment, you will not be able to amend or cancel it online. Please contact us on +44 (0)20 7208 7090

If the instruction is for a future date, you can amend or cancel the instruction on the Pending Transfer or Pending Payment screen, provided that you make the amendment or cancellation by 5:30 pm on the business day before the scheduled transfer / payment date.

You cannot amend or cancel an overseas payment or Express Remittance instruction.

You can check your account activity via UK Cyberbanking on the scheduled date. If the transaction is unsuccessful, we will also notify you by sending you a webmail message (see Q10.3).

If you have provided us with your email address, we will send you an email notification when we send you webmail messages.

We will send you a webmail (see Q10.3) 3 business days before the execution of a scheduled instruction. No reminder will be issued if the difference between the scheduled instruction set-up and execution date is less than 3 business days.

If you have provided us with your email address, we will send you notification when we send you webmail messages.

You can exchange money from one currency account to another. You will be asked to accept the exchange rate set by the bank before you commit the Currency Exchange transaction.

You must hold a current, call or savings account in both currencies you wish to convert from and to.

You are able to exchange money between any pair of these currencies: GBP, AUD, CAD, CHF, CNY, EUR, HKD, JPY, NZD, SGD and USD.

The daily limit for online currency exchange is £50,000 or its equivalent, subject to availability of funds in your account. To change your limit, please complete the UK Cyberbanking Amendment Form (see Q13.1) and return it to one of our UK Branches. The minimum transaction amount is £5.

The "Currency Exchange" function is available Monday to Friday, 9:30 am to 4:30 pm on a UK business day.

Please go to the Other Services menu and select "Request cheque book" or "Request paying-in book", as appropriate.

New cheque books / paying-in books are generally ready in 7 business days. If you choose to collect your cheque book / paying-in book at our one of our UK Branches in person, a branch representative will call you when it is ready. If you choose to receive your cheque book / paying-in book by mail, we will send it to your mailing address on record by ordinary mail.

You can order your certificate of deposit interest for the previous 2 tax years by selecting "Request certificate of deposit interest" in the Other Services menu. If you would like to order a certificate for a tax year not listed, please contact us on +44 (0)20 7208 7090 during business hours, Monday to Friday, 9:00 am - 5:00 pm, or visit one of our UK Branches.

You can access webmail via the Message function under the My Details menu.

Yes, you may send us your questions through UK Cyberbanking's Message function. However, please do not send us instructions of a transactional nature or requests that are urgent and require immediate action via this function.

Yes, we will send you a webmail message in the event that the execution of a scheduled instruction set up via UK Cyberbanking is unsuccessful. 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 UK Cyberbanking logo.

Your inbox can hold a maximum of 30 messages. Messages will remain in your UK Cyberbanking inbox as long as your inbox is not full. The oldest messages will be automatically deleted when the maximum capacity is exceeded.

You can update contact details, including email address and mailing address using the “Contact Details” function.

Via UK Cyberbanking:

1. Log in to UK Cyberbanking
2. Select “My Details” then select “Contact Details”

For security reasons, you are required to change your PIN when you log in to UK Cyberbanking for the first time. We also recommend that you change your PIN periodically.

You can change your PIN any time by using the Change PIN function in the My Details menu.

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 contact us on +44 (0)20 7208 7090 during business hours, Monday to Friday, 9:00 am - 5:00 pm, or visit one of our UK Branches as soon as possible.

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.

The security of your accounts and the reliability of our UK Cyberbanking service are our highest priorities. We at BEAUK always employ the latest security technology to ensure that your account data is protected at all times.

PIN

When you log in to UK Cyberbanking for the first time, you are asked to change your PIN immediately. From that point onwards, you must enter your correct UK Cyberbanking number and self-selected PIN every time you want to access UK Cyberbanking. For your safety, you will also be prompted to change your PIN from time to time.

One-Time Password (OTP) / i-Token

As part of our enhanced authentication measures, you are required to use One-Time Password (OTP) / i-Token for logging in to UK Cyberbanking or when making certain transactions online.

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.

Automatic exit

For protection against unauthorised access, your computer's connection to UK Cyberbanking will be automatically terminated if the session has been idle for 5 minutes.

Transport Layer Security (TLS) with at least 128-bit encryption

"TLS" is an international and well-proven standard employed to ensure confidentiality of information. All sensitive information sent between your Internet browser and our computer system is encrypted using at least 128-bit TLS encryption.

Automatic disablement

For your safety, your UK Cyberbanking access will be disabled after a number of unsuccessful login attempts. Customers will need to apply for a new PIN by visiting a BEA UK Branch  to re-activate access.

UK Cyberbanking's no-cache feature

All pages you view during your UK Cyberbanking session are neither cached nor stored on your computer to ensure the confidentiality of your financial information.

Last login date and time

Your last login date and time are displayed after you have successfully logged in to UK Cyberbanking for your verification.

Post transaction notification

SMS and email notifications will be sent to your registered mobile / email address after high risk transactions, e.g. contact details amendment / payment to a new payee.

Please refer to our Security Tips.

The "auto-complete" feature of some browsers saves information that you previously entered into fields (e.g. 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.

Yes, we will cover a customer's losses provided that 1) fraud is proven; and 2) the customer has acted in good faith and fully complied with his / her obligations under the UK Cyberbanking terms and conditions.

Cyberbanking application and amendment forms can be downloaded here. Completed forms must be submitted in person at one of our UK Branches.

• UK Cyberbanking Application Form
• UK Cyberbanking Amendment Form

The Mobile Banking Service provides you another channel through which you can access our UK Cyberbanking Service using a mobile device (such as smartphones and tablets), as long as the mobile device has a telecommunication connection for accessing the Internet (e.g. 3G, 4G, 5G, HSDPA or Wi-Fi).

The Service is designed for viewing information and operation on a mobile device. However, not all functions you can access via UK Cyberbanking from your personal computer are accessible via Mobile Banking.

If you are a UK Cyberbanking customer and have registered for Mobile Banking, you can enjoy the following services of Mobile Banking via your mobile device and / or our BEA UK App:

• View account balance and make transaction enquiries*
• View statements online issued from January 2021 onwards
• Make domestic / overseas payments with newly developed i-Token service**
• Manage payees
• Transfer funds between your own accounts
• Schedule future date transfers / payments
• View and amend scheduled transfers / payments
• Make cross-currency transfers
• View / create / amend fixed-term deposits
• View summary of direct debits
• View webmail messages

*Transactions from the last 3 months can be displayed.

** If logging in via SMS One-Time Password (OTP), payments are restricted to pre-registered payees only. To enjoy the new payment features, customer must register and enrol for the use of i-Token through the BEA UK App. Click here for the list of functions accessible via i-Token and SMS OTP.

You can register for Mobile Banking if you have already registered for UK Cyberbanking. Simply log in to UK Cyberbanking and click on Registration in the Mobile Banking menu.

No. You will need to assign a new username and passcode that you would use to log in to Mobile Banking.

If you have activated i-Token, you can log in to Mobile Banking via the BEA UK App faster by using biometric authentication or i-Token PIN. Activate i-Token and enable biometric authentication to bring your mobile banking experience to a new level.

The Personal Greeting is a word or phrase created by you during registration and will be displayed after you have logged into Mobile Banking. You should ensure that this is displayed correctly before you continue using the Mobile Banking Service. If it is incorrect, please contact the Bank immediately.

Same as UK Cyberbanking, the Mobile Banking Service is free of charge. However, your mobile network provider may charge you for data used when accessing the service. We suggest you ask your network provider if there will be any charges.

You can access Mobile Banking in any country provided that you have access to roaming data service or Wi-Fi. However, your mobile network provider may charge you for roaming data and other additional fees. For charge details, please contact your mobile network provider.

Mobile Banking can be used with the following devices:

Your browser needs to have TLS, Cookies and JavaScript enabled.

If you have activated i-Token, you may only log in through the mobile device where i-Token is registered.

Note: Not all mobile phones and tablets are supported. Moreover, external factors such as system setting may affect the display quality and use of Mobile Banking Service.

iPhone and Safari are trademarks of Apple Inc. registered in the U.S. and other countries. App Store is a service mark of Apple Inc. iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license. Android is a trademark of Google LLC.

Mobile Banking uses cookies, so your device needs to accept cookies. The cookies that we set on your mobile device do not contain any personal information.

Transactions made via the Mobile Banking are safe and secure due to the use of the Transport Layer Security (TLS) technology. Moreover, no personal information is downloaded to or stored in your mobile device.

To access Mobile Banking, just type www.hkbea.co.uk into your mobile web browser address bar and click on the UK Cyberbanking Login. If you have a smart phone, you can also access Mobile Banking via our BEA UK App.

Via the BEA UK App

1. Search for "BEA UK" on the App Store or Google Play and download the BEA UK App for free.
2. Load the App and press "Log In" in the main menu to access Mobile Banking.
3. Enter your username and passcode in the login page and press "Log in".

Via mobile browser

1. Open your HTML browser.
2. Go to www.hkbea.co.uk and click "Personal Cyberbanking" in the "Log in to Cyberbanking" drop-down menu.
3. Enter your username and passcode in the login page and press "Log in".

(You may add a BEA UK Mobile Banking bookmark in your phone for quick access in the future.)

If you forget your passcode, you must sign into UK Cyberbanking and follow the procedure to reset your passcode using the Reset Passcode function in the Mobile Banking menu.

You can change your passcode by using the Reset Passcode function in the Mobile Banking menu. 

If you fail to enter the correct Passcode several times, your registration will be cancelled and you will need to perform your registration again if you want to continue using the Mobile Banking Service.

We recommend you always log off when you have finished using Mobile Banking. However, for your security, if your Mobile Banking session has been idle for more than 5 minutes, you will be automatically logged off.

You are advised to follow the recommendations in our Security Tips.

You can contact any BEA UK Branch or call our UK Cyberbanking hotline on +44 (0)20 7208 7090 during business hours.

An OTP is a unique system-generated code, which is sent only to your registered mobile number as a form of SMS text format, when you log in to your UK Cyberbanking / Mobile Banking.

The code is non-repetitive and only valid for a short period of time.

In order to better protect you against fraud, we are continuously improving our UK Cyberbanking / Mobile Banking security. OTP is introduced as an extra layer of security, in addition to your Cyberbanking ID and Password.

At login stage, your phone will receive a text message containing an OTP each time you log in to your UK Cyberbanking or Mobile Banking. In order that you are able to receive the text message it is very important that we have your correct mobile phone details.

We will not charge you for the service. However, your mobile service provider may not allow you to receive the OTP via SMS if you are abroad or using an overseas mobile service network. In addition, service charges may be levied by them. For details of any charges, please refer to your mobile service provider.

You can register / update your mobile number to receive OTP with us in-branch or in writing. For further details, please contact us on +44 (0)20 7208 7090 during business hours.

You may register an overseas mobile phone number for using the OTP. However, not all the mobile phone numbers can receive international SMS message. Prior to the service registration, please check with your mobile service provider for service details.

OTP can only be used in conjunction with a registered mobile phone with network coverage.

You can receive OTP overseas if your handset and SIM card allow global roaming and the country you are in operates a compatible network. Please check with your mobile service provider before you travel for further information about global roaming, and whether your existing phone plan can receive international SMS.

No. OTP is introduced to enhance the security of your account online and forms part of the login process. You are advised to register / update the mobile number that you like to use for OTP immediately.

No. Our OTP is non-repetitive and only valid for a short period of time for each designated user. Each user can therefore only register one mobile phone number for receiving the OTP.

No. From 1^st July, 2018, OTP has been used and formed part of the UK Cyberbanking / Mobile Banking login authentications. You will receive an OTP through an SMS to your registered mobile phone number when you login the service.

If you ever receive an OTP message which you are not expecting, notify us immediately as it may be a sign of attempted fraud on your account. We will suspend online access to your bank account and carry out thorough investigation. If for any reason, you are unable to contact us, please log in to your UK Cyberbanking and change the PIN immediately.

i-Token is an enhanced authentication function of UK Cyberbanking and Mobile Banking, which generate a unique, single use security code each time when you log in or authorise a payment via UK Cyberbanking and Mobile Banking.

We recommend setting up i-Token, a feature built into the BEA UK App. With the compatible mobile device, you can use fingerprint or facial recognition to generate the security code for login or payment authorisation.

With the use of i-Token, you can have access to all the features in UK Cyberbanking or Mobile Banking.

No. The services you can access via i-Token and OTP are different. i-Token is an enhanced solution which allows you to access more features and take better control of your account. Please refer to the following table for how much more i-Token can do for you:

Activating i-Token is easy. If you have not used our Mobile Banking before, you can download the BEA UK App from the App Store or Google Play, then follow the instructions on the screen of your device.

Here are the steps for i-Token activation:

• On BEA UK App, select “i-Token” from the menu
• Select the type of account you would like to register i-Token for
• Use either your UK Cyberbanking or Mobile Banking credentials to login, i.e. UK Cyberbanking Number / User Name or PIN / Passcode
• Enter the One-Time Password (OTP) which is sent to your registered mobile number
• You will be asked to input random digits of your identity document you provided to BEAUK

After successfully completing the above steps, you may start using i-Token and create your i- Token PIN or set up biometric authentication for login or payment authorisation (e.g. fingerprint or facial recognition as supported by your device).

Click here for information on how to activate i-Token.

Yes. When you activate i-Token and enable biometric authentication, any biometric credential stored on your mobile device can be used to generate security code for login or payment authorisation. For security reasons, please do not let any other person register their biometric credentials on your device, and please do not share your device with others.

You may still log into your UK Cyberbanking and Mobile Banking without using i-Token but you may not access all the features otherwise available. For example, you must use i-Token to set up new payees.

No. For security reasons, i-Token cannot be activated on a jailbroken or rooted mobile device.

No. For security reasons, i-Token can only be activated on one mobile device for one UK Cyberbanking account at a time.

No. Each mobile device can only activate an i-Token of one Personal Cyberbanking account at a time. In other words, your phone can only generate security codes for the particular account which you registered the i-Token with.

No. The i-Token is unique and linked to your UK Cyberbanking only.

If you change your device, or wish to enrol i-Token on a different device, you will need to follow the installation and activation procedures to enrol i-Token again on the new device. The existing i-Token will automatically deactivate after a new i-Token is successfully activated on a new device.

No. Unfortunately i-Token is not available on tablet at this time..

Change i-Token PIN:

1. From your BEA UK App, select “i-Token” from the menu and then select “Settings”
2. Tab on “Change PIN”
3. Enter your i-Token PIN then follow the instruction to create a new one

Forgot i-Token PIN:

1. From your BEA UK App, select “i-Token” from the menu and then select “Settings”
2. Tab on “Change PIN” then tab on “Forgot PIN”
3. You will be asked to follow the activation procedure to re-activate i-Token again.

You do not need internet connection or phone signal to generate the security code itself, but you will need a 3G, 4G, 5G or Wi-Fi signal to access the Mobile Banking or use the BEA UK App. You will also need signals to download and set up the i-Token. Please note that internet usage on a 3G, 4G or 5G connections will be subject to the charges and usage allowances as agreed between you and your mobile service provider.

Please contact any BEA UK Branch or call our UK Cyberbanking hotline on +44 (0)20 7208 7090 during business hours to deactivate the i-Token installed on your device.