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What is the service hours of cross currency transfer and time deposit services?
Cross currency transfer & Time deposits services (Foreign currencies): What is the office hours of Live Chat service? Live Chat service is available during office hours from Mondays to Fridays (excluding public holidays). After the office hours, you can still leave the messages and our agent will answer your enquiry on next business day. Live Chat service is an free online platform which allows customers to send instant message to us in real-time. Who is eligible to use Live Chat service? Live Chat service is available to our customers who possess PBHK Net Banking / PBHK Digi service. What languages does Live Chat service support? Live Chat service supports English, Traditional Chinese and Simplified Chinese. Can I view the chat history of Live Chat? You can only view the chat history of last conversation. Can I use the PBHK Business and Personal Net Banking services from abroad? Absolutely. Just enter
www.publicbank.com.hk (and click
the icon "Public Bank Net Banking Services"), you can use the PBHK Business and Personal Net Banking services
from anywhere in the world as long as you have a connection to the Internet
and a recommended browser.
What should I do if I do not get a response after clicking on the icon? Sometimes the Internet becomes unavoidably slow to respond. If there is a delay in response, please wait. Avoid clicking repeatedly on a particular link. How
do I know my instructions have been accepted? For most of the instructions, you will be prompted to confirm your instructions after you have submitted
all your instruction details. A reference number is given to
you to confirm your instruction has been accepted. For an instruction that requires multiple authorizations,
a reference number starting with "T" (e.g. "T00000001") will be generated during the approval process.
Furthermore, you can perform "transaction enquiry" or "Approval History Enquiry" (for business and joint personal customers)
to see your instruction has been done
/ accepted.
How do I know whether my instruction has been accepted or not, in case there
is an interruption during the transmission? In case there is any interruption during transmission of your instruction, you may check the "transaction history" or "Approval History Enquiry" (for business and joint personal customers) screen to confirm whether your instruction is accepted or not. If you have any doubt or questions, simply call our e-Banking Support Hotline (852) 2541-9206 or click "Chat with Live Agent" button during office hours to check the status. Why is the access to your PBHK Net Banking slower at times? It all depends on the net traffic at the time of access. When there is heavy traffic, access will be slow as large amount of users are competing for a limited capacity on the Internet highway. What
is the daily limit for online transaction / application via Net Banking? You can check the daily limit of different types of online transactions / applications via our "Daily Limit Enquiry" Service in our "Net Banking".
I have just made a fund transfer to PBHK's registered third party account from my own PBHK account, when will the account holder receive the funds?
The funds will be credited into the PBHK's registered third party account immediately if your instruction is accepted. Once you have clicked "confirm" for the instruction, the instructions has been accepted and cannot be reversed.
What is Faster Payment System ("FPS")?
FPS is a real-time payment platform provided by Hong Kong Interbank Clearing Limited ("HKICL"). It allows customers a 24X7 fund transfer services by using mobile number, email address and/or FPS identifier.
What is "FPS-Addressing Services"?
Customer can use mobile number, email address, FPS identifier or HKID number as the Proxy ID to link up bank account(s) to receive fund, so that customers can provide the Proxy ID to counterparts instead of disclosing their bank account number.
What kind of Proxy ID is supported by "FPS-Addressing Services"?
For Sole Personal Account, you may select HKID number as your Proxy ID to receive payment and transfer from institutions, corporates and the HKSAR government.
What is the prerequisite and who is eligible for "FPS-Addressing Services" registration?
For registering mobile number/email address/HKID number as the Proxy ID, you must maintain relevant information in the Bank.
How many Proxy ID I may register in maximum?
For Sole Personal Account customer, you may register up to four Proxy IDs (i.e. one mobile number and one email address and one HKID Number and one FPS Identifier).
How can I change my Proxy ID maintained with PBHK?
To change Proxy ID email address or mobile number, you may visit any of our branches.
Do I need to register "FPS-Addressing Services" again after changing the mobile number or email address maintained with PBHK?
Yes. Once you have changed your mobile number or email address that is used as Proxy ID, the registration record of old Proxy ID (i.e. the old mobile number or old email address) will automatically be cancelled upon the change becomes effective. If you wish to use the service again, you will need to register "FPS-Addressing Services" using the new mobile number or email address again.
How can I update the details of Proxy ID which are maintained with PBHK?
Customers can update the details such as change the receiving account number and default receiving bank through PBHK Net Banking "Addressing Summary" page or via PBHK Digi "FPS – Addressing Services" function.
What is default receiving bank of Proxy ID?
If you select PBHK as the default receiving bank of the Proxy ID, fund will be automatically credited into your PBHK selected account when a payer using Proxy ID to transfer fund. It does not require to specify a bank or an account for receiving fund. Please note that once you set PBHK as the default receiving bank, you cannot change the default setting at PBHK. However, you can change the default setting of the Proxy ID at another bank if you wish to do so.
If I update the email address via Net Banking, when will the update be effective?
The information will be updated on the effective date that set by you. Please take note that the effective date should be within 3 months from the date of setting.
How long does it take for "FPS-Addressing Services" registration be effective?
The "FPS-Addressing Services" registration will generally be effective in few seconds, you can check the registration status at "Addressing Summary".
For using mobile number as Proxy ID, is it only available for using Hong Kong mobile number to register "FPS-Addressing Services"?
Yes. "FPS-Addressing Services" registration is applicable to mobile number of Hong Kong only.
Under each Proxy ID, in maximum how many accounts I can register?
One Proxy ID may maximum link up with 2 deposit accounts, one in HKD and one in RMB. In any case, you are required to register at least one deposit account (either in HKD or RMB) for receiving account either by mobile number or email address or FPS identifier or HKID Number, where appropriate.
Apart from HKD, which type of currency can I select for receiving fund via Proxy ID?
Currently, you may select RMB account for receiving fund on top of HKD.
What type of account I can bind for "FPS-Addressing Services" receiving account?
"FPS-Addressing Services" binding account only accepts active savings or current account of HKD/RMB.
Can the same account number be bound for different Proxy ID?
Yes. Same account can be set for more than one Proxy ID as the receiving account in PBHK.
Can I register "FPS-Addressing Services" at branches?
No. "FPS-Addressing Services" registration can only be registered via Net Banking / PBHK Digi.
Can I delete my "FPS-Addressing Services" Proxy ID record at Net Banking / PBHK Digi for those Proxy ID (mobile number or email address) that have already been registered with other banks?
Yes, you can access "View FPS registrations at other banks" in "Addressing Summary" at Net Banking or "FPS Addressing Services" at PBHK Digi to cancel your FPS registration record in other banks. Please note that this function is only available if the same mobile number or email address is set for Proxy ID is also registered in PBHK.
If I deleted my Proxy ID in PBHK, will the setting of default receiving bank be affected?
For Proxy ID registered using mobile number or email address, if you have set PBHK as default receiving bank, once you deleted that registration in PBHK, the latest registration of other bank record with the same Proxy ID shall automatically be assigned as default receiving bank.
For email address or mobile number or HKID Number, you may register the addressing services again at PBHK Net Banking / PBHK Digi.
Can I view the registration or de-registration record of each Proxy ID?
Yes, you can access "Addressing Summary" at PBHK Net Banking or "FPS – Addressing Services" at PBHK Digi to view the registration status of each proxy. You can also register, de-register, and amend the Proxy ID's setting at the same service page.
Is there a charge for using "FPS-Addressing Services"?
Currently, charge is waived for using "FPS-Addressing Services".
What are the Terms and Conditions for Bank Services relating to Faster Payment?
Please press here for the Terms and conditions for Bank Services relating to Faster Payment System.
To which parties can I pay my bills to via PBHK Net Banking?
You can settle your bills by PBHK's 2 payment platforms, "e-Bill" maintained by HKICL Services Limited or "JETCO".
What are the differences for Bill Payment between "JETCO" and via "e-Bill"?
Each of the 2 payment platforms provides its own list of merchants. You can choose the platform which supports the merchants of your bills.
For bill payment through the 2 payment platforms, is there any other Terms & Conditions I need to accept further to the PBHK "Net Banking Services Agreement"?
"JETCO" No other Terms & Conditions are needed to be accepted upon first time access to "JETCO".
"e-Bill" Upon first time access to "e-Bill", you are required to read and accept the relevant Terms & Conditions before using the service.
Is there any cut-off time for the 2 payment platforms?
"JETCO" Yes, if the payment instruction is made at or before 7:30 pm from Monday to Friday other than a Hong Kong public holiday, the request will be processed within the same day. For instructions made after the above-mentioned time or under special occasions (e.g. Typhoon Signal No. 8), the request will be processed on the next business day.
"e-Bill" Yes, if the payment instruction is made at or before 12:00 noon from Monday to Friday other than a Hong Kong public holiday, the request will be processed within the same day. For instruction made after the above-mentioned time or under special occasions (e.g. Typhoon Signal No. 8), the request will be processed on the next clearing day.
What kind of service is provided by the 2 payment platforms?
"JETCO" "JETCO" provides bill payment service according to its supported lists of merchants. "e-Bill" "e-Bill" provides bill payment service according to its supported list of merchants. "e-Bill" provides a consolidated platform for merchants to disseminate electronic bills to customers for customers' receiving and viewing bills, and making subsequent payments through PBHK Net Banking. Major services of "e-Bill" are stated:
Are the 2 payment platforms sharing the same daily transaction limit?
Yes. The 2 payment platforms are sharing the same daily transaction limit of "Bill Payment".
"JETCO" No, bill registration feature is currently not available at "JETCO". "e-Bill" Yes, you can register a bill type with the respective merchant at the Net Banking system for receiving bill presentments and performing related payments.
Can I pre-register an account so that I can make payments on certain bill types without using SMS One-Time Password ("SMS OTP")?
"JETCO" Yes, your PBHK or other bank's credit card accounts can be pre-registered at our branches so that SMS OTP is not required for making payments on certain bill types. "e-Bill" No, pre-registration feature is currently not available at "e-Bill". You may need to use SMS OTP to make payments on certain bill types.
Can I make donations via the 2 platforms?
"JETCO" Yes, you can make donations to JETCO's supported charity organizations on the merchant list. "e-Bill" Yes, you can make donations with online receipts provided by charity organizations subsequently. Time of receipt issuance varies between charity organizations.
Is there any handling charge for the 2 platforms?
"JETCO" & "e-Bill" No handling charge for bill payment is required. "JETCO" Yes, you can create and save your bill template for future payments of same bill account number. "e-Bill" No, bill template feature is currently not available at "e-Bill".
How do I know my payment instruction has been accepted?
"JETCO" & "e-Bill" After the completion of the payment instruction, a reference number will be displayed on screen to confirm that your instruction has been accepted. You can also check the status of the instruction via "Internet Banking Transaction History Enquiry" page. Can I reverse an instruction should I change my mind? Should you change your mind before you confirm an instruction, you may still revoke the instruction. However, once you confirm , the instruction will be effective and cannot
be reversed.
Do
I need to pay any additional charges or annual fee for the PBHK Net Banking?
No, there is no additional charge or annual fee for using Net Banking is free. However,
some transactions are subject to normal handling fees. Please click here and then select "General Banking
Services" for details. Furthermore, for transferring fund to other local bank accounts, an extra handling fee may be collected on
the beneficiary account and deducted from the transfer amount at the recipient bank's discretion. Please
check with the recipient bank for more details.
How
can I contact the Bank if I have questions on my electronic banking transactions? You may contact our staff via the following channels: How many types of users are there in
Business Net Banking? There are three types of users in Business Net Banking, namely Business Administrators, Signers A/B/C and normal users. For details, please refer to the "Business Net Banking - Service Guide". How does the initiator know if other
signers have approved the instructions? After an instruction has been approved by signers, the names and login names of the signers will be shown under the Approval History in the "Approval History Enquiry". Can the initiator notify the signers
to sign on urgent instructions through Business Net Banking? No. Business Net Banking currently does not provided this function. Initiator and signers must contact each other directly. What is the "Activity Records Enquiry"
used for? Who can access this function? The Activity Records Enquiry enables the Administrators to view all administrative requests and transactions activities performed by all users in Business Net Banking for the last 90 days. Where can the initiator know the status
of the instruction? The initiator can find out the instruction status in "Approval History Enquiry". As an authorised signer, why cannot
I approve the instruction? The following are some possible reasons:
What is Public Bank's Payroll service? Payroll service on Business Net Banking service provides an efficient and effective way to make salary payment to your employees and the funds can be transferred to any bank account in Hong Kong. How do I register for the Payroll service? Corporate customers can fill out and select the daily limit for Payroll service on Business Net Banking application form. Afterwards, customers can assign the user right to staff by Business Administrator(s). Is there any preset limit for Payroll service online? You can make payroll payment of up to HKD2,000,000 per day or predefined daily limit. What will it cost to use Payroll Services? Registering for Payroll Service on Business Net Banking and paying to Public Bank (Hong Kong) account is free. However, we will collect a service charge of HKD2 for each instruction to other local bank's account. Can I amend or delete my 'Scheduled instruction'? Yes, you can amend or delete your 'Scheduled Instruction' through Net Banking on or before the execution date during the service hours. What are the service hours for Payroll service? The service hours (in Hong Kong time) for the Payroll service are:
When will the beneficiary receive the fund? If the beneficiary account is PBHK account, the beneficiary will receive the fund on the execution day. Otherwise, it will generally take two clearing days to other local banks. What kind of file format will support the importing of staff record to Payroll service? Please refer to the below format
{No of Detail records}
For example: 3 What should I do if I have encountered a problem while preparing the Payroll transaction? You may contact our staff via the following channels:
How can I customize a Username in Net Banking? You could customize your Username upon your first-time login after application of our Net Banking Services. The Username must be in 8-16 alphanumeric, "_", "-" or ".", and must comprise at least one alphabet.
cannot be changed once created and confirmed. You might choose to "Create Later" upon your first-time login if you could not think of a desired Username at that moment. The "Create Username" section would then be prompted again during your next login.
What should I do if I forget my Username of Net Banking / PBHK Digi? If you forget your Username, you might still use the Net Banking Account Number to login to our Net Banking / PBHK Digi.
What
should I do if I forget my Password of Net Banking / PBHK Digi?
For Sole Personal Account: If you hold 1) HKID card or passport, 2) ATM card and 3) register a valid Hong Kong mobile number in the Bank’s record for receiving SMS one-time password, you can reset the password via “Forgot Your Password” function from Net Banking log in page. Otherwise, please visit any of our branches during office hours for re-issuance of new Password. After verifying your identity, you will receive a new Password immediately and you may use the Net Banking service / PBHK Digi again after about 3 working day.
Is
it a must to change my Password for Net Banking? Yes, you must follow the instruction to change your Password when you receive the initial Password upon application of our Net Banking; or when the new Password is re-issued upon reporting loss of your Password. Your New Password must be in 8-16 alphanumeric (Only 0-9, A-Z & a-z are accepted) and comprise at least 1 alphabetic and 1 numeric characters. For changing Alpha Password of Business Account, your new Alpha Password must be in 6 alpha characters (A - J). Also occasionally changing your Password may give you better protection. What should I do if my PBHK Net Banking and PBHK Digi Account are blocked? Your Net Banking and PBHK Digi Account will be blocked if the Password (PIN) has been wrongly input for more than 3 times consecutively.
How should I take care of my Password? Here are steps that you should take:
What is a One-time Password (OTP)? One-time Password (OTP) is a security feature which sends a random number to your registered local mobile phone number via a SMS for additional identity authentication. OTP is required when you conduct designated Net Banking high-risk transactions or instruction. Designated high-risk transactions or instructions including 1) Transfer to un-registered account / payee, 2) Bill payment to high risk category / merchant, 3) Register high risk merchant’s bill, 4) Register new payee, 5) Transfer limit settings (including small value transfer limit), 6) Set up / amend direct debit authorization and 7) Change of personal information. To learn more, please click here to download the leaflet of "Internet Banking-Protect Your Money with Two-Factor Authentication" issued by The Hong Kong Association of Banks. How do I register or update my mobile phone number for receiving an OTP? You may register or update your mobile phone number at any of our branches during office hours by completing the PBHK e-Banking Services (Registration/Amendment/Cancellation) Application Form. Your request will normally be processed within 3 business days upon receipt of the application form. How soon will I receive the OTP? The OTP is immediately sent after you click the [Submit] button on the transaction input screen. Under normal circumstances, you should receive the OTP within 1 minute. Due to network traffic or the uncontrollable nature of the network, delivery of SMS cannot be guaranteed and may be subject to delayed transmission. Can I register a fixed line phone number to receive the OTP? No. You are not allowed to register a fixed line phone number for receiving the OTP. Since you cannot take a physical telephone with you while you are away from home. Why do I receive corrupted SMS? If you access PBHK Net Banking / PBHK Digi via Chinese platform, we will send SMS in traditional Chinese characters to your mobile phone number. The SMS contents may be corrupted under the circumstances that your handset does not support Chinese characters. For details, you may contact your mobile telephone communication company or refer to the user's manual of your handset. We will send the OTP according to the registered local mobile phone number on our record. However, delivery of SMS relies on the support from your telecommunication company. Your telecommunication company may levy charges on international SMS or even not allow you to receive SMS while in overseas. You are advised to consult your telephone company for details. Please note that with effect from 31 October 2011, Net Banking Services related SMS, including OTP, issued by PBHK will be sent to your registered mobile phone number only. The SMS will not be forwarded even though you have enabled "SMS Forwarding" service provided by your telecommunication company in Hong Kong. If I cannot receive an OTP, what can I do? If you are unable to receive an OTP, it could be due to the following reasons: i) You have not registered your mobile phone number with us.
ii) Your registered mobile phone number is incorrect.
iii) Your mobile phone memory / SIM memory is insufficient / full.
iv) You have switched off your mobile phone / not under network coverage.
v) You are abroad or using telecommunication company which does not support international SMS.
Mobile token is a method of two-factor authentication available through PBHK Digi app. Once mobile token is activated, you can authorize designated Net Banking high-risk transaction or instruction. When do I need to use Mobile Token? You can use mobile token to authorize designated Net Banking high-risk transactions or instruction. Designated high-risk transactions or instructions including 1) Transfer to un-registered account / payee, 2) Bill payment to high risk category / merchant, 3) Register high risk merchant’s bill, 4) Register new payee, 5) Transfer limit settings (including small value transfer limit), 6) Set up / amend direct debit authorization and 7) Change of personal information. How do I perform additional authentication by using activated Mobile Token? To perform additional authentication by using activated Mobile Token:
How do I activate the mobile token? You can activate the mobile token during PBHK Digi device binding process or follow below steps to activate the mobile token after device binding process. SMS OTP is required for mobile token activation.
To activate the mobile token after device binding:
How to deactivate the Mobile Token? You can deactivate the mobile token through Net Banking or PBHK Digi.
To deactivate the mobile token through Net Banking:
To deactivate the mobile token through PBHK Digi:
Will I be charged for using Mobile Token? No. Mobile token is free of charge. Can I still use SMS OTP to authorize designed Net Banking high-risk transactions or instruction after activating the mobile token? Yes. After activating the mobile token, you can still choose SMS OTP authentication by clicking “Authorize with SMS OTP” button on Net Banking. Can I use the Mobile Token on more than one mobile device? As each customer can only use PBHK Digi on one mobile device at the same time. Once you have successfully registered PBHK Digi on a new mobile device, PBHK Digi and the activated mobile token on the old mobile device will no longer function. Can I use different mobile devices to use mobile token? If you wish to change another mobile device, you have to install PBHK Digi mobile application, complete the registration process and activate the Mobile Token again. However, once you have successfully registered PBHK Digi on the new mobile device, PBHK Digi and the activated mobile token on the old mobile device will no longer function.
What are the supported internet browsers for PBHK Net Banking on a PC?
What kind of security protection is used by your PBHK Net Banking?
We have applied numerous security protection schemes in our system. Besides the communication channel is protected by a 256-bit Secure Socket Layer (SSL) encryption, your User ID, password and transaction detail are further protected by strong encryption, including 1024-bit RSA and 256-bit Triple-DES, to make sure it is not accessible by any other.
To avoid transaction spoofing, session will be automatically time-out when it is idle for 20 minutes. Furthermore, we have a strong session control, which verify that every single transaction must be initiated by the original login user.
We are concerned that information arrived at the PBHK Net Banking are processed with great care. Our systems are protected by firewalls which are a combination of industrial strength computer hardware and software that securely separates the Internet from PBHK's internal computer systems. The PBHK Net Banking is also physically located in an isolated area with restricted access.
To use PBHK Digi, you should have a valid and activated Net Banking account, a valid Hong Kong mobile phone number registered with the Bank, a valid email address registered with the Bank and the PBHK Digi app installed in the mobile device in order to complete the registration and device binding procedure. High risk transaction is not allowed before the completion of additional authentication. Please follow system pop-up to conduct additional authentication after 6 hours of the registration and device binding procedure to enjoy comprehensive features. How much does it cost to use PBHK Digi? There is no fee for using PBHK Digi. However, certain fee may be charged by your telecom or other related service provider(s) for data, SMS and/or telephone call you used for PBHK Digi. Which operating system can PBHK Digi supports? To provide the best customer experience and protection, PBHK Digi supports Apple iOS 12.0 or above and Google Android 8.0 or above currently. What is the eligible mobile device for using biometric authentication? Eligible mobile device means a mobile device which is compatible to PBHK Digi and biometric authentication service as may be announced by us from time to time. Please visit the Bank’s website for the latest requirement of such eligible mobile device. Do I need to set a password for PBHK Digi? No. You don’t need to set a separate password for PBHK Digi. You can enter Net Banking account number or username and password to login PBHK Digi . Is the PBHK Digi registration perpetually valid? Generally, PBHK Digi is available after the registration process is successfully completed; except: (a) You unbind PBHK Digi with your device; or (b) You terminate the Net Banking service; or (c) Your PBHK Digi is terminated or suspended by the Bank due to security reason. If your PBHK Digi is terminated in view of any aforementioned reasons, please register PBHK Digi again, call our e-Banking hotline at (852) 2541 9206 or visit any of our branches during office hours for assistance. If I have a joint account / business account, can I register for PBHK Digi? No. PBHK Digi is only available for sole personal customer currently. Can I change the default debit account(s) of small-value fund transfer in PBHK Digi? You can change the default account to another HKD/RMB account(s) which is/are linked to Net Banking as the default debit account(s) under “Small-value Fund Transfer Settings” in PBHK Digi. As for the daily limit of Small-value Fund Transfer, it can be set by customer through PBHK Digi or Net Banking with maximum limit of HKD10,000 or equivalent. What is the daily limit for transactions via PBHK Digi? You can check the daily limit of different types of transactions via our “Daily Limit Enquiry” service in our “Net Banking”. PBHK Digi is sharing the same daily transaction limit with Net Banking. As for the daily limit of Small-value Fund Transfer, it can be set by customer through PBHK Digi or Net Banking with maximum limit of HKD10,000 or equivalent. How can I manage my accounts in PBHK Digi? You can manage your accounts via “Registration & Settings – Manage Online Accounts” service in Net Banking, PBHK Digi will display the same accounts with Net Banking. Can I change to a different mobile number to use PBHK Digi? Yes. In order to do so, you will need to update your mobile number in bank record by visiting any branch of the Bank and re-register PBHK Digi. Can I use different mobile devices to use PBHK Digi? If you wish to use another mobile device, you have to install PBHK Digi mobile application and complete the registration process. However, once you have successfully registered PBHK Digi in the new mobile device, PBHK Digi on the old mobile device will no longer function. Each customer can only use PBHK Digi on one mobile device at the same time. How can I make / receive a payment by Scan & Pay? To make a payment by Scan & Pay:
To receive a payment by Scan & Pay:
Is there any limit on number of contacts extracted from my phonebook? No, PBHK Digi can display all of your contacts. How can I ensure the security of my PBHK Digi? You should not share your identity and your mobile device installed with PBHK Digi mobile application with others. To protect yourself, please avoid using easy-to-guess password as your password. You are recommended to follow the “Electronic Banking Security Notice” at Corporate Website regularly to give yourself better protection. What should I do if I suspect my mobile device has been hacked? If you suspect your mobile device has been hacked, you should stop using PBHK Digi in that device and uninstall the PBHK Digi immediately. You should timely check the SMS message(s) and/or e-mail(s) and verify your transaction records to keep aware if there is any unusual transaction. Please report to PBHK immediately if you notice any unusual transaction. Can I view the transaction history in PBHK Digi? Yes, you can view all the transaction records within 60 calendar days under “Portfolio Summary” in PBHK Digi. All completed transaction(s) will also be recorded in your bank statement. How can I change my password for PBHK Digi? You can change the password via Net Banking / PBHK Digi as PBHK Digi is using the same password with Net Banking. What should I do if I lost my mobile device with PBHK Digi registered? If you lost your phone, you must notify PBHK to suspend PBHK Digi service immediately.
How can I check the e-Statement / e-Advice? You may view your e-Statement / e-Advice via Personal / Business Net Banking / PBHK Digi. Which types of e-Statement / e-Advice are available now? Please click here to see which account / service types currently provide e-Statement / e-Advice. The e-Statement / e-Advice service scope is subject to change. Please check our website regularly in case there are any updates. How do I register for e-statement / e-advice service? You can change the settings in Personal / Business Net Banking. After logging into Personal / Business Net Banking, you can register for electronic version of statement / advice by ticking "Electronic Version" for the accounts / service. You may also register e-statement / e-advice service at any of our branches during office hours. If I have chosen not to receive paper statement / advice, can I start receiving them again? You can amend the settings to resume receiving paper statement and advice for the accounts / service after logging into Personal / Business Net Banking or visit any of our branches. When will the receiving instruction to update Statement / Advice settings come into effect? Update of the receiving instruction for Statement / Advice via Personal / Business Net Banking will be effective in 1 working day. Will I be charged for using e-Statement / e-Advice service? No. The e-statement / e-advice service is free of charge. Can I register for electronic version of statement / advice for my joint account? In respect of joint account, paper statements / advices will stop once either account holder registers for the electronic version. How long will each e-statement / e-advice is available? You can retrieve and download up to the past 7 years' e-statement / e-advice via Personal / Business Net Banking / PBHK Digi. Is there any difference in terms of content between e-Statement / e-Advice and the paper version? The content of e-Statement / e-Advice is the same as the paper version. If I have opted out of paper statement / advice, how can I keep them for future reference? You can download or print copies for your records and future reference. Can I still access my e-Statement / e-Advice after my account is closed? If all of your account is closed and you no longer have access to Personal / Business Net Banking / PBHK Digi, you will not be able to view your e-Statement / e-Advice. You are advised to save or print copy of all your e-Statement / e-Advice in advance for record purpose if required. How will I be notified when the latest e-Statement / e-Advice is issued? We will send a SMS or email and/or push notification via PBHK Digi whenever a new e-Statement / e-Advice is uploaded to Personal / Business Net Banking / PBHK Digi. You may then view your latest e-Statement / e-Advice. Can I stop receiving email notification if I use e-Statement / e-Advice services? No. If you have registered e-statement / e-advice, you cannot opt out from the email notifications for e-Statement / e-Advice. This is to ensure that you are informed every time a new e-Statement / e-Advice is issued, and can promptly review your transactions or information. Why did I not receive email notification? Why did the email notification end up in my spam folder? Please ensure that your registered email inbox has enough free space at all times, and add our email address to your contact list to avoid potential spam filtering.
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