Public Bank (HONG KONG) Limited

(1) About Public Bank (Hong Kong) ("PBHK") Personal and Business Net Banking


(2) About Business Net Banking


(3) About Your Username / Password


(4) About One-Time Password (OTP)


(5) About PBHK Net Banking Security and Technical Issue


(6) About PBHK Digi


(7) About e-Statement and e-Advice Service



(1)  About Public Bank Personal and Business Net Banking Services

What do I need to get started on PBHK Personal and Business Net Banking?up arrow

You must be our customer holding either a current / savings or bills account. 

For Sole Personal Account customer, if you 1) hold HKID card or passport, 2) hold ATM card and 3) have registered a valid Hong Kong mobile number in the Bank’s record, you can register Net Banking online by clicking “Apply Now” from PBHK Net Banking log in page.

Otherwise, please complete and return the Public Bank Net Banking Services Application Form to any of our branches for application.

Once the Net Banking account is opened, you can enjoy the convenience of Net Banking services.

What languages does PBHK Net Banking support?up arrow

PBHK Net Banking supports English, Traditional Chinese and Simplified Chinese.

What customer services are available through PBHK Net Banking?up arrow

Personal and Business Customers
  • Fund Transfer within bank
  • Fund Transfer to other local banks account
  • Buy / Sell Foreign Currencies
  • Faster Payment System - Addressing Services
  • e-Statement and e-Advice Service
  • Revoke Third Party Service Provider (TSP) Consent
  • Time Deposit Services (Placement / Change Maturity Instruction / Balance Enquiry)
  • Cheque Book Request
  • Telegraphic Transfer / Cashier's Order / Demand Draft Application
  • Portfolio Summary Enquiry
  • Account Balance Enquiry
  • Transaction History Enquiry
  • Loans Account Enquiry
  • Internet Banking Transaction History Enquiry
  • Deposit & Foreign Exchange Rates Enquiry
  • Transaction Limit Enquiry
  • Change Password
  • Financial Calculator
  • Template
  • Two-factor Authentication
  • Live Chat Service

Value-added services

Exclusively for Personal Customers : -

  • Bill Payment
  • Time Deposit Account Opening
  • Change Personal Information
  • Direct Debit Authorization
  • Manage Registered Payee
  • Transfer Limit Settings
  • Change of Small-value Transfer Daily Limit

Exclusively for Business Customers : -

  • Payroll Service
  • Bills Account Enquiry
  • Online Apply / Amend Import Documentary Credits ("DC")
  • Access Control
  • Authorization Matrix

Exclusively for Personal and Joint Customers : -

  • Manage Online Account

Exclusively for Joint and Business Customers : -

  • Approval History Enquiry

Is PBHK Net Banking available for 24 hours?up arrow

Except for regular monthly maintenance and system enhancement, PBHK Net Banking is available for 24 hours, but some transactions have a cut-off time. After the cut-off time, you can still initiate instructions for these transactions, but they will be processed on the next business day.

What is the cut-off time for PBHK Net Banking transactions?up arrow

Please find the cut-off time of various types of transactions listed below(excluding public holiday). After the cut-off time, you can still initiate instructions for these transactions, but they will be processed on the next business day.

Type of Transactions Monday to Friday  Saturday
Application for Cashier's Order/ Demand Draft 2:30pm 10:30am
Telegraphic Transfer 2:30pm --
Import Documentary Credit Application / Amendment 2:30pm 10:00am
Change Personal Information 9:30pm 7:00pm
CHATS 3:00pm --

What is the service hours of cross currency transfer and time deposit services?up arrow

Cross currency transfer & Time deposits services (Foreign currencies):
Mondays to Fridays: 9:00am – 5:00pm (excluding public holidays).


Time deposits services (HKD):
Mondays to Fridays: 9:00am – 7:00pm (excluding public holidays)
Saturdays: 9:00 a.m. – 2:00 p.m. (excluding public holidays)

What is the office hours of Live Chat service?up arrow

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.

What is Live Chat service?up arrow

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?up arrow

Live Chat service is available to our customers who possess PBHK Net Banking / PBHK Digi service.

What languages does Live Chat service support?up arrow

Live Chat service supports English, Traditional Chinese and Simplified Chinese.

Can I view the chat history of Live Chat?up arrow

You can only view the chat history of last conversation.

Can I use the PBHK Business and Personal Net Banking services from abroad?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

You can check the daily limit of different types of online transactions / applications via our "Daily Limit Enquiry" Service in our "Net Banking".

Bank's Preset Daily Limit for Personal Customers

Time Deposit Bank's Preset Daily Limit (HKD or equivalent)
Time Deposit Placement / Change of Maturity Instruction Maximum HKD 3,000,000

Fund Transfer Bank's Preset Daily Limit (HKD or equivalent) 2
Transfer to Own Accounts Maximum HKD 2,000,000
Sub-limits of Local Fund Transfer
►► Transfer to Third-party Accounts ►►  Maximum HKD 1,000,000
Aggregate of (a) and (b) cannot exceed HKD 1,000,000
Sub-limits of Transfer to Third-party Accounts
►►► (a) Transfer to Pre-registered Third-party Accounts ►►► (a) Maximum HKD 1,000,000 per account
►►► (b)  Transfer to Un-registered Third-party Accounts 1 ►►► (b)  Maximum HKD 100,000 
Aggregate of (i) and (ii) cannot exceed HKD 100,000
Sub-limits of Transfer to Un-registered Third-party Accounts
►►►► (i) Transfer to PBHK Accounts 1 ►►►► (i) Maximum HKD 100,000
►►►► (ii) Transfer to Other Banks Accounts 1 ►►►► (ii) Maximum HKD 100,000

Bill Payment

Bank's Preset Daily Limit (HKD or equivalent)
Bill Payment to Inland Revenue Department Maximum HKD 100,000
Bill Payment to other Merchants Maximum HKD 50,000
Sub-limits of Bill Payment to other Merchants
►►Bill Payment to High Risk Category 3 ►► Maximum HKD 20,000

Online Application Services Bank's Preset Daily Limit (HKD or equivalent)
Telegraphic Transfer Application 4 Maximum HKD 1,000,000
Sub-limits of Telegraphic Transfer Application
►► To Registered Overseas Bank Accounts ►► Maximum HKD 1,000,000 per account
Casher's Order Application Maximum HKD 100,000
Demand Draft Application Maximum HKD 100,000

For details, please refer to the Confirmation Letter of Personal Net Banking Services Application / Amendment which will be sent to the applicant's correspondence address afterwards.
Note:

  • Registration of Mobile Phone Number for receiving SMS OTP (One-Time Password) and related SMS is required for using this service.
  • The cross currency transfer daily limit is HK$1,000,000 or equivalent.
  • High Risk Category includes: a) JETCO's unregistered high risk merchants under the categories of i) Banking and Credit Card Services; and ii) Credit Services and b) e-Bill's high risk merchants. Bill payment to this category requires registration of Mobile Phone Number for receiving SMS OTP (One-Time Password) and related SMS.
Remarks for RMB Telegraphic Transfer Service

  1. The daily remittance limit to RMB Savings Account held by a Hong Kong Resident (i.e. Holder of Hong Kong Identity Card) for remittance to the Mainland China under the same name is RMB80,000 per day.

Bank's Preset Daily Limit for Joint Account Customers

Time Deposit Bank's Preset Daily Limit (HKD or equivalent)
Time Deposit Placement / Change of Maturity Instruction Maximum HKD 3,000,000

Fund Transfer Bank's Preset Daily Limit (HKD or equivalent) 1
Transfer to Own Accounts Maximum HKD 1,000,000
Sub-limits of Local Fund Transfer
►► Transfer to Third-party Accounts ►►  Maximum HKD 250,000
Sub-limits of Transfer to Third-party Accounts
►►► Transfer to Pre-registered Third-party Accounts ►►► Maximum HKD 250,000 per account

Online Application Services Bank's Preset Daily Limit (HKD or equivalent)
Telegraphic Transfer Application Maximum HKD 250,000
Sub-limits of Telegraphic Transfer Application
►► To Registered Overseas Bank Accounts ►► Maximum HKD 250,000 per account
Casher's Order Application Maximum HKD 100,000
Demand Draft Application Maximum HKD 100,000

For details, please refer to the Confirmation Letter of Personal Net Banking Services Application / Amendment which will be sent to the applicant's correspondence address afterwards.
Note:

RMB service is not available to Joint Account customer.
  • The cross currency transfer daily limit is HK$1,000,000 or equivalent.

Bank's Preset Daily Limit for Business Customers

Time Deposit Bank's Preset Daily Limit (HKD or equivalent)
Time Deposit Placement / Change of Maturity Instruction Maximum HKD 5,000,000

Fund Transfer Bank's Preset Daily Limit (HKD or equivalent) 4
Transfer to Own Accounts Maximum HKD 5,000,000
Sub-limits of Local Fund Transfer
►► Transfer to Third-party Accounts ►►Maximum HKD 1,500,000
Sub-limits of Transfer to Third-party Accounts
►►► Transfer to Pre-registered Third-party Accounts ►►► Maximum HKD 1,500,000 per account

Payroll Services 1 2 Bank's Preset Daily Limit (HKD or equivalent) 3
Payroll Services Maximum HKD 2,000,000

Online Application Services Bank's Preset Daily Limit (HKD or equivalent)
Telegraphic Transfer Application Maximum HKD 1,500,000
Sub-limits of Telegraphic Transfer Application
►► To Registered Overseas Bank Accounts ►► Maximum HKD 1,500,000 per account
Casher's Order Application Maximum HKD 100,000
Demand Draft Application Maximum HKD 100,000
Documentary Credit Application & Amendment Maximum HKD 10,000,000

For details, please refer to the Confirmation Letter of Business Net Banking Services Application / Amendment which will be sent to the applicant's correspondence address afterwards.
Note:

  • Service charge will be debited in the payroll debit account for each transaction record. Please refer to "Service Charges - General Banking Services" on the Bank's website for details.
  • Registration of Mobile Phone Number for receiving SMS OTP (One-Time Password) and related SMS is required for using Online Payroll Services via Business Net Banking.
  • If there is no transaction under the Online Payroll Services for 12 consecutive months, the daily limit for Online Payroll Services will be reset to "Zero".
  • The cross currency transfer daily limit is HK$1,500,000 or equivalent.
Remarks:

  • The Daily Limits for Online Transaction/ Application mentioned above does not apply to RMB Trade Settlement account.

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? up arrow

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")? up arrow

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"? up arrow

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"? up arrow

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.

For Sole Personal Account and Joint Account customers, you may select email address or mobile number (which is used for receiving SMS OTP) or request HKICL via PBHK to generate a FPS Identifier as your Proxy ID.

For Corporate customers, you may select email address or request HKICL via PBHK to generate a FPS Identifier as your Proxy ID.

What is the prerequisite and who is eligible for "FPS-Addressing Services" registration? up arrow

For registering mobile number/email address/HKID number as the Proxy ID, you must maintain relevant information in the Bank.

For registering FPS Identifier as the Proxy ID, there is no prerequisite and customer can register at Net Banking / PBHK Digi directly.

Any Sole Personal Account, Joint Account or Corporate Account of Net Banking customers with one HKD and/or one RMB deposit account which has/have been linked to Net Banking is eligible for "FPS-Addressing Services".

For Corporate Account customer, only Business Administrator is eligible for performing the "FPS-Address Services" registration.

How many Proxy ID I may register in maximum? up arrow

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).

For Joint Account customer, you may register up to four Proxy IDs (i.e. two mobile numbers and one email address and one FPS Identifier).

For Corporate Account customer, you may register up to two Proxy IDs (i.e. one email address and one FPS Identifier).

How can I change my Proxy ID maintained with PBHK? up arrow

To change Proxy ID email address or mobile number, you may visit any of our branches.

For FPS Identifier, as it is provided by HKICL, you cannot change the number of FPS Identifier.

For Sole Personal Account customers, you may also change your email address via "My Details" at Net Banking or "Change of Contact Information" at PBHK Digi before "FPS-Addressing Services" registration.

Do I need to register "FPS-Addressing Services" again after changing the mobile number or email address maintained with PBHK? up arrow

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.

As FPS Identifier is not allowed to change, so it is not applicable to FPS Identifier.

How can I update the details of Proxy ID which are maintained with PBHK? up arrow

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? up arrow

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.

For FPS Identifier or HKID Number, the default receiving bank must be PBHK and cannot be changed.

If I update the email address via Net Banking, when will the update be effective? up arrow

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? up arrow

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"? up arrow

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? up arrow

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? up arrow

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? up arrow

"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? up arrow

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? up arrow

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? up arrow

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? up arrow

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.

If you have not set PBHK as default receiving banking, delete the registration in PBHK will not affect your setting of default receiving bank at other banks.

For Proxy ID registered using FPS Identifier or HKID Number, default receiving bank must be PBHK which cannot be changed. If you deleted FPS Identifier or HKID Number as the Proxy ID, no account would be linked for receiving fund.

Can I reactivate my Proxy ID? up arrow

For email address or mobile number or HKID Number, you may register the addressing services again at PBHK Net Banking / PBHK Digi.

For FPS Identifier, you or business administrator may reactivate the FPS Identifier number within 2 months upon deletion, and the same FPS Identifier will be used again.

Can I view the registration or de-registration record of each Proxy ID? up arrow

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"? up arrow

Currently, charge is waived for using "FPS-Addressing Services".

What are the Terms and Conditions for Bank Services relating to Faster Payment? up arrow

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? up arrow

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"? up arrow

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"? up arrow

"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? up arrow

"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? up arrow

"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:
Bill paymentTo pay bill directly without registration
Register billTo register a bill type with the respective merchant for receiving bill presentments and performing related payments
Make e-DonationTo make donation to charity organizations with online receipt provided
Enquire bill historyTo enquire history of bills presented by merchants
Delete bill registrationTo delete the already registered bills

Are the 2 payment platforms sharing the same daily transaction limit? up arrow

Yes. The 2 payment platforms are sharing the same daily transaction limit of "Bill Payment".

Can I register bills? up arrow

"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")? up arrow

"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? up arrow

"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? up arrow

"JETCO" & "e-Bill"


No handling charge for bill payment is required.

Can I create a bill template? up arrow

"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? up arrow

"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?up arrow

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? up arrow

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?up arrow

You may contact our staff via the following channels:

(1) Call our e-Banking Support Hotline at (852) 2541 9206 during office hours;

(2) Click "Chat with Live Agent" button.


(2)  About Business Net Banking

How many types of users are there in Business Net Banking?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

The initiator can find out the instruction status in "Approval History Enquiry".

As an authorised signer, why cannot I approve the instruction?up arrow

The following are some possible reasons:

  • You have not been authorised by the Administrator to approve the transaction account or, transaction type, or that the transaction amount exceeds your company's preset limit.
  • The transaction has been initiated by you and requires another signer to approve.

What is Public Bank's Payroll service?up arrow

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?up arrow

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?up arrow

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?up arrow

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.

If a Typhoon Signal No.8 or a Black Rainstorm warning is hoisted on the execution date, will the "Scheduled Payment" be executed?up arrow

If a Typhoon Signal No.8 or a Black Rainstorm warning is hoisted at 8:15a.m. on the execution date, the "Scheduled Payment" will be executed after bank service resumes on the execution date. If our bank service is suspended throughout the execution date, the "Scheduled Payment" will be executed on the next clearing date.

Can I amend or delete my 'Scheduled instruction'?up arrow

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?up arrow

The service hours (in Hong Kong time) for the Payroll service are:

Monday to Friday:    09:00 am to 9:00 pm (excluding public holiday)
Saturday:    09:00 am to 7:00 pm (excluding public holiday)

When will the beneficiary receive the fund? up arrow

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?up arrow

Please refer to the below format

Comma-separated values (CSV) format (.csv or .txt files) for importing Payroll file

Character Set :  ASCII (No Chinese input)
Record Format :  Variable Length
Field Terminator :  Comma (',')

{No of Detail records}
{Account number}, {Name}, {Currency}, {Amount}, {Staff ID}
{Account number}, {Name}, {Currency}, {Amount}, {Staff ID}
{Account number}, {Name}, {Currency}, {Amount}, {Staff ID}
{Account number}, {Name}, {Currency}, {Amount}, {Staff ID}


Details of file format:
Field Name Type Max Length Remarks
Account number Numeric 15 (3+3+9) Bank code + branch code + account number
Name Text 140 Support alphanumeric characters
Currency Text 3 HKD
USD, etc
Amount Numeric 13 (11+2) Numeric only (**)
Staff ID Text 8 Can be filled by empty string
** Number with 2 decimal places, no decimal point is included.

For example:

3
028123123123123,Staff Name1,HKD,900000,ID000001
028234567890133,Staff Name2,HKD,800000,ID000002
028339123168123,Staff Name3,HKD,750000,ID000003

What should I do if I have encountered a problem while preparing the Payroll transaction?up arrow

You may contact our staff via the following channels:

(1) Call our e-Banking Support Hotline at (852) 2541 9206 during office hours;

(2) Click "Chat with Live Agent" button.


(3) About Your Username / Password

How can I customize a Username in Net Banking?up arrow

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.

Your chosen Username might NOT be accepted if it violates the aforesaid rules or it is unavailable, such as being used by other user.

Please note that the Username

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?up arrow

If you forget your Username, you might still use the Net Banking Account Number to login to our Net Banking / PBHK Digi.

If you forget both Username and Net Banking Account Number, please call our e-Banking Support Hotline at (852) 2541 9206 or visit any of our branches during office hours.

What should I do if I forget my Password of Net Banking / PBHK Digi?up arrow

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.

For Joint Personal Account: Please call our e-Banking Support Hotline at (852) 2541 9206 or visit any of our branches during office hours for re-issuance of new Password.

If the Password re-issuance request made via e-Banking Support Hotline, the new Password must be collected at the designated branch after verifying your identity. If the Password re-issuance request made via our branches, after verifying your identity, a new Password will be sent to your correspondence address at the Bank's record or ready at the designated branch for your collection.

For Business Account: Please visit any of our branches during office hours for re-issuance of new Password.

After verifying the identity of your Business Administrator, a new Password and new Alpha Password will be re-issued for your collection at the designated branch or sent to your correspondence address at the Bank's record right after the collection of the new Password by your Business Administrator.

Is it a must to change my Password for Net Banking?up arrow

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?up arrow

Your Net Banking and PBHK Digi Account will be blocked if the Password (PIN) has been wrongly input for more than 3 times consecutively.

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 and Net Banking and PBHK Digi Account will be reactivated accordingly. Otherwise, you may inform our e-Banking Support Hotline at (852) 2541 9206 during office hours. After verification of your identity, we shall reactivate your PBHK Net Banking and PBHK Digi Account. During non-office hours, your report will be recorded at the hotline and our handling staff will contact you for account reactivation in the morning of next business day.

For Joint Personal Account / Business Account: You may inform our e-Banking Support Hotline at (852) 2541 9206 during office hours. After verification of your identity (Account Holders for Joint Account or Administrator for Business Account), we shall reactivate your PBHK Net Banking Account. During non-office hours, your report will be recorded at the hotline and our handling staff will contact you for account reactivation in the morning of next business day.

How should I take care of my Password?up arrow

Here are steps that you should take:

  • Do not disclose your customer I.D. and Password to anyone.
  • Change your password often.
  • Do not write down or record the password without disguise.
  • Do not use your Hong Kong Identity Card number, telephone number or similar numbers as your password.
  • Once you have finished conducting your transaction on the Internet, always sign off before visiting other Internet sites. Never walk away from your computer with your account information on the screen.
  • If anyone else is likely to use your computer, clear your cache or turn off and re-initiate your browser in order to eliminate copies of web pages that have been stored in your hard drive.
  • Do not access PBHK Net Banking from public places or from shared computers such as those in cyber cafes.
  • Please inform us immediately to suspend the services if you find or believe that your Password has been stolen, compromised or lost.
  • Please read the Bank's security information from time to time to ensure that adequate and appropriate measures have been taken.

(4) About One-time Password (OTP)

What is a One-time Password (OTP)?up arrow

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 certain high-risk transactions as defined by the Hong Kong Monetary Authority.

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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.

Can I receive OTP aboard?up arrow

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?up arrow

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.

  • Please complete the Public Bank e-Banking Services (Registration/Amendment/Cancellation) Application Form and submit to any of our branches for registration.

ii) Your registered mobile phone number is incorrect.

  • Please verify the mobile phone number displayed on transaction confirmation screen.
  • To update your mobile phone number, please complete the Public Bank e-Banking Services (Registration/Amendment/Cancellation) Application Form and submit to any of our branches for processing.

iii) Your mobile phone memory / SIM memory is insufficient / full.

  • You should free up some phone memory / SIM memory, restart your handset and retry. You may consult your telecommunication company or refer to the user's manual of your handset for details.

iv) You have switched off your mobile phone / not under network coverage.

  • To receive an OTP, you should ensure that your mobile phone is switched on and under network coverage. You can only receive an OTP via your registered mobile phone number. Even if you have diverted your calls to another mobile phone number, the SMS will not be redirected.

v) You are abroad or using telecommunication company which does not support international SMS.

  • Please contact your telecommunication company for assistance.

(5) About PBHK Net Banking Security and Technical Issue

What are the supported internet browsers for PBHK Net Banking on a PC?up arrow

  • Chrome (latest version)
  • Firefox (latest version)
  • Microsoft Edge (latest version)

What kind of security protection is used by your PBHK Net Banking?up arrow

Strong 256-bit SSL Encryption

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.

Automatic Time-out Mechanism

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.

Firewall

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.


(6) About PBHK Digi

How can I use PBHK Digi?up arrow

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. It takes 6 hours to complete the relevant settings.

How much does it cost to use PBHK Digi?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

To make a payment by Scan & Pay:

  1. You can tap "Scan & Pay" button to start

  2. Select "Pay with FPS QR Code" to turn on the QR code scanner

  3. Scan the QR code presented by payee/choose the QR code from mobile device’s photos gallery

  4. Check if the information is correct and input the transaction details

  5. Confirm the transaction details to complete the transaction


To receive a payment by Scan & Pay:

  1. You can tap "Scan & Pay" button from pre-log in page to start

  2. Select "My FPS QR Code"

  3. Follow the instruction to generate a QR code/present the generated QR code for payer’s scanning

  4. Tap “Enter Amount” to input the request amount (optional)

  5. Payer confirms and submits the transfer

Is there any limit on number of contacts extracted from my phonebook?up arrow

No, PBHK Digi can display all of your contacts.

How can I ensure the security of my PBHK Digi?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

If you lost your phone, you must notify PBHK to suspend PBHK Digi service immediately.


(7) About e-Statement and e-Advice Service

How can I check the e-Statement / e-Advice?up arrow

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?up arrow

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?up arrow

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.

If I have chosen not to receive paper statement / advice, can I start receiving them again?up arrow

You can amend the settings to resume receiving paper statement and advice for the accounts / service after logging into Personal / Business Net Banking.

When will the receiving instruction to update Statement / Advice settings come into effect?up arrow

Update of the receiving instruction for Statement / Advice will be effective in 2 working days.

Is the receiving instruction for Statement / Advice can be amended only via Personal / Business Net Banking?up arrow

The amendment to the receiving instruction must be completed via Personal / Business Net Banking.

Will I be charged for using e-Statement / e-Advice service?up arrow

No. The e-statement / e-advice service is free of charge.

Can I register for electronic version of statement / advice for my joint account?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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?up arrow

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.