Help & Support




Business Internet Banking (Velocity @ocbc) and Business Mobile Banking

Login
  • How to log into Velocity@ocbc for the first time?
    • Make sure you have both password mailer and security token on hand before logging in for the first time.
    • a) Go to https://velocity.ocbc.com/login.html
    • For security reasons, you will be asked to activate your security token when you log in to Velocity@ocbc for the first time.
    • Upon activation, the token will be registered to you and must be used for all subsequent logins.
    • b) Enter your Organisation ID, User ID and password provided in the password mailer into the login fields.
    • c) Click "Login".
    • d) The "Security Token Activation" screen will be displayed.
    • To activate your token
    • i) Enter the 10-digit security token serial number printed at the back of your token into the relevant fields. Do not include hyphens.
    • ii) Press the red OTP button on the security token to generate a 6-digit one-time password.
    • iii) Enter the one-time password into the relevant fields.
    • iv) Click "Activate Now".
    • v) A message confirming the successful activation of your token will appear. Click "OK".
    • e) Change your given password.
    • i) Enter the password provided in the password mailer.
    • ii) Enter a new password (take note of the password rules).
    • iii) To confirm, re-enter your new password in the "Enter new password again" field.
    • iv) Click "Submit".
    • Once you have successfully changed your password, the Velocity@ocbc homepage will be displayed
    • For subsequent logins, go to https://velocity.ocbc.com/login.html
    • Enter your Organisation ID, User ID and password in the relevant fields.
    • Click "Login". The Security Token Verification screen will be displayed.
    • Press the red OTP button located on the token to generate a 6-digit one-time password.
    • Enter the one-time password into the relevant fields and click 'Submit'.
  • How to log out of Velocity@ocbc
    • Simply click on "LOGOUT" on the top right-hand corner.
    • For your protection, Velocity@ocbc will automatically log you out if there is no activity for a period of 14 minutes. The system will also automatically cancel your session if you have been logged in for a period of 120 minutes
  • How do I unlock my Velocity@ocbc account?
    • If you have already activated your new token and registered a valid mobile number with us,
    • a) On the login page, look out for 'Reset Password/ Unlock User' below the 'Password' field and click it.
    • b) Enter your Organisation ID and User ID.
    • c) Check the checkbox for 'I agree and accept the Agreement'
    • d) Click 'Submit'
    • f) Follow the on-screen instructions.
    • If you have not activated your new token and have not registered a valid mobile number with us,
    • a) Complete the Manage Velocity@ocbc Account Form to unlock your Velocity@ocbc account.
    • b) Submit the original form, signed by the authorised persons, to any of our branches or mail it back to us.
    • We take 7 business days to act on your request.
  • How do I get a new password?
    • If you have already activated your new token and registered a valid mobile number with us,
    • a) On the login page, look out for 'Reset Password/ Unlock User' below the 'Password' field and click it.
    • b) Enter your Organisation ID and User ID.
    • c) Check the checkbox for 'I agree and accept the Agreement'
    • d) Click 'Submit'.
    • e) Follow the on-screen instructions.
    • Note:
    • If you have not registered a valid mobile number with us, a new password will be mailed to you within 3 business days (mailing to a non-Singapore address may take longer). We will send you the new password to your mailing address in our records.
    • If you have not activated your new token,
    • a) Complete the Manage Velocity@ocbc Account Form to request for a new password. Please ensure that the business details and 'Get new password' fields are completed.
    • b) Submit the original form, signed by the authorised persons, to any of our branches or mail it back to us.
    • We take 7 business days to act on your request. We will send you the new password to your mailing address in our records.
Authoriser
  • What is the role of an Authoriser?
    • An Authoriser approves banking transactions created by other users in your Velocity@ocbc account (Makers) in order for the bank to process them.
    • For Standard service package with transacting capability, the Maker and Authoriser is the same user.Therefore, such users will have full access to all functions offered by the service package.
  • How to identify if the password is for an Authoriser?
    • Users who have been assigned as Authorisers will have the "(A)" suffix to their names in the password mailer.
Maker
  • What is the role of a Maker?
    • A Maker creates banking transactions such as GIRO payment on behalf of their company through Velocity@ocbc. However, for a transaction to be processed by the bank, the Authoriser needs to approve the transaction.
    • For Standard service package with transacting capability, the Maker and Authoriser is the same user. Standard service package users will have full access to all functions offered by the service package.
  • How to create transactions as a Maker?
    • a) Upon login, click on the "Transactions" tab on the top menu
    • b) Choose the transaction type you want to create and you will be directed to the creation screen
Administrator
  • What is the role of an Administrator?
    • An administrator can reset forgotten passwords, create new Maker, etc. Any actions initiated by one administrator in Velocity@ocbc must be approved by another administrator. As such, you need to appoint at least 2 administrators.
    • Note: This role does not apply to the Standard service package.
  • How to add new Maker as an Administrator?
    • a) Upon log in, click on the "Administration" tab on the top menu
    • b) Select "Manage users"
    • c) Click "Modify"
    • d) Select "User" tab
    • e) Click "Add"
    • f) Specify a "User ID" and "Full Name" to the new user.
    • User ID- New user's login ID
    • Full Name – New user's name
    • To issue a Security Token to a new user, ensure that the 'Request New Token' box is checked. Select the 'Token Type: Hardware Token'. S$20 will apply for each token requested.
    • The new token will be sent to the Primary Contact Person indicated in the Velocity@ocbc 'Manage users' maintenance.
    • g) Proceed to complete other information
    • h) Click 'Submit' once the details are completed
    • i) Authoriser to log in and approve
    • Note: New users will be prompted to change the temporary password upon login.
  • How to add or remove Authorisers?
  • How to reset a Maker's password as an Administrator?
    • a) Upon log in, click on the "Administration" tab on the top menu
    • b) Select "Manage users"
    • c) Click "Modify"
    • d) Select "User" tab
    • e) Click on 'User ID' hyperlink that you wish to change the password
    • f) Click "Set Password"
    • g) Fill in the new password and click "Save"
    • h) Click "Submit".
    • i) Authoriser to log in and approve.
  • How to unlock/activate a Maker as an Administrator?
    • a) Upon log in, click on the "Administration" tab on the top menu
    • b) Select "Manage users"
    • c) Click "Modify"
    • d) Select "User" tab
    • e) Click on 'User ID' hyperlink that you wish to activate
    • f) Click "Activate"
    • g) Click "Save" and "Submit"
    • h) Authoriser to login and approve
  • How to delete Maker as an Administrator?
    • a) Upon log in, click on the "Administration" tab on the top menu
    • b) Select "Manage users"
    • c) Click "Modify"
    • d) Select "User" tab
    • e) Click "Delete" icon
    • f) Click "Submit"
    • g) Authoriser to login and approve
  • How to authorise transactions as an Authoriser?
    • a) Authoriser to log in and select "Administration"
    • b) Select "Pending Transactions"
    • c) Check that the View field near the top right corner is set to "Administration"
    • d) Click "Transaction Type" hyperlink and check details of the entry
    • e) Click "Approve Selected"
    • Approve the transaction by clicking 'Approve' in the action column
  • Why does the login page hang or doesn't appear?
    • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
  • Why can't I access Velocity@ocbc?
    • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
    • For Windows-based PCs:
    • Browser Version

      Operating System
      Internet Explorer 11 and later Microsoft Edge Google Chrome version 30 and later Mozilla Firefox version 24 and later
      Windows 7 N.A √*
      Windows 8 N.A √*
      Windows 10 √*

      *For Firefox version 24-26 users must manually enable TLS 1.2

    • For Apple Mac:
    • Browser Version

      Operating System
      Safari version 10 Internet Explorer 11 Google Chrome version 30 and later Mozilla Firefox version 24 and later
      Mac OS X 10.10 or later √*

      *For Firefox version 24-26 users must manually enable TLS 1.2

    • For Tablets
    • Operating System

      Tablets & Mobile Devices
      Android Version 4.1 to 4.4.4 Android Version 5.0 and above
      Google Android OS Browser (tablet) √*

      *Users must manually enable TLS 1.2

    • Operating System

      Tablets & Mobile Devices
      IOS version 5.0 and above
      Apple Safari (tablet)
    • Please check your browser settings to ensure uninterrupted access to Velocity@ocbc.
    • If you require further assistance, send an email to velocity@ocbc.com with your contact number and a convenient time for us to call you, and we will get back to you within 2 business days.
    • Should you need immediate assistance, please call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm).
  • Types of error messages and how to resolve them.
    • When you encounter one of the messages below:
    • Currently, you are unable to login. Please try later. If you still encounter problems, please contact our Customer Service Centre.
    • An unexpected error has occured. Please contact the system administrator.
    • Login in progress....Please wait.
    • A script on this page is causing Internet Explorer to run slowly. If it continues to run, your computer may become unresponsive. Do you want to continue?
    • A script on this page may be busy, or it may have stopped responding. You can stop the script now, or you can continue to see if the script will complete.
    • Login box appears but unable to enter credentials.
    • The system is unable to process your Logon Request, Please try again after 10 minutes.
    • Please ensure that you have the appropriate software requirements and operating system / browser combinations.
    • For Windows-based PCs:
    • Browser Version

      Operating System
      Internet Explorer 11 and later Microsoft Edge Google Chrome version 30 and later Mozilla Firefox version 24 and later
      Windows 7 N.A √*
      Windows 8 N.A √*
      Windows 10 √*

      *For Firefox version 24-26 users must manually enable TLS 1.2

    • For Apple Mac:
    • Browser Version

      Operating System
      Safari version 10 Internet Explorer 11 Google Chrome version 30 and later Mozilla Firefox version 24 and later
      Mac OS X 10.10 or later √*

      *For Firefox version 24-26 users must manually enable TLS 1.2

    • For Tablets
    • Operating System

      Tablets & Mobile Devices
      Android Version 4.1 to 4.4.4 Android Version 5.0 and above
      Google Android OS Browser (tablet) √*

      *Users must manually enable TLS 1.2

    • Operating System

      Tablets & Mobile Devices
      IOS version 5.0 and above
      Apple Safari (tablet)
    • Please check your browser settings to ensure uninterrupted access to Velocity@ocbc.
    • If you require further assistance, send an email to velocity@ocbc.com with your contact number and a convenient time for us to call you, and we will get back to you within 2 business days.
    • Should you need immediate assistance, please call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm).
  • Why can't I log in successfully?/ Why can't my login request be processed?
    • We could be experiencing some technical issues. If an error message appears telling you to try again in 10 minutes, it means we are already working to resolve the problem.
    • If the error message instructs you to call us, please do so at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm)
  • Why do I get a 'login details are incorrect' message?
    • You may have entered an invalid Organisation ID, User ID or password.
  • Why is my account disabled?
    • For security reasons, your Velocity@ocbc user account will be disabled if you do not log in once every 360 days or you may have keyed in your login credentials incorrectly.
    • To reactivate your account, either you or an authorised signatory can
      • Email us at velocity@ocbc.com or
      • Call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm).
General
  • How do I check on the status of my application for Velocity@ocbc?
    • Once we receive your application form, we take up to 7 business days to process your Velocity@ocbc application.
    • When your application is successful, please look out for:
      • Velocity@ocbc starter kit will be sent to your appointed contact person either via normal mail or registered post
      • Each user will receive their password mailer
    • If you have any queries or do not hear from us after 7 business days, please email us at velocity@ocbc.com or call us at +65 6538 1111 (Mondays to Fridays, 8.30am to 6pm, excluding public holidays).
  • How do I check my account balances and statements?
    • a) Login to Velocity@ocbc
    • b) Select "Accounts"
    • c) Select "Overview" function to access your account balances
    • d) Click on any account number to see more details, such as transaction history
    • e) Use the 'show filter' function to enter your selection criteria and click on 'filter' to access your account transactions
    • Use "Filter Functions" to search for specific account transactions
    • f) To save your account statements, go to 'Download'
    • g) To print your account statement and transaction history, click 'Print'.
    • To optimise your online experience, it is recommended that you use Adobe Reader Version 10 & above.
  • How do I check on incoming funds or cheque issuance status?
    • You can check from your real-time online transactions that are up-to-date.
    • a) Login to Velocity@ocbc
    • b) Select "Accounts" > "Overview"
    • c) Click on the account number to view your transaction history
    • d) To obtain a printout of your statements, click "Download" to view your statements. Click "Print" to have it printed out.
    • Note: Acrobat Reader version 10 & above is recommended for viewing statements online.
  • How do I add my new accounts to Velocity@ocbc?
    • Your new accounts are not automatically added to your Velocity@ocbc account. If you like to manage them on Velocity@ocbc, please submit the Manage Velocity@ocbc Account Form to any of our branches or mail it to us. Please ensure that the form is signed by the authorised persons.
    • Once we receive your application form, we take about 7 business days to process your request.
  • Where do I find the Velocity@ocbc forms?
    • You can access the latest Velocity@ocbc forms here.
  • Why am I unable to view PDF reports or statements online?
  • How do we make payments on Velocity@ocbc?
    • Both the Maker and Authoriser are needed to make a payment:
    • a) The Maker prepares the transaction on Velocity@ocbc and sends it to the Authoriser for approval
    • b) The Authoriser will need to approve this request before the payment is made
    • In the case of Standard service package, the Maker and the Authoriser may be the same person.
    • You are able to check the status of this transaction on Velocity@ocbc.
  • How does the Authoriser approve payments on Velocity@ocbc?
    • All financial transactions must be fully authorised by the Authoriser before they are submitted to the Bank for processing.
    • a) Login as Authoriser
    • b) Select "Transactions" > "Pending transactions"
    • c) Select the transactions that you want to approve. You can select multiple transactions at a go.
    • d) Click "Approve Selected"
    • e) Switch on your security token by pressing the grey SIGN button. Enter the 6-digit number shown on Velocity@ocbc into your token.
    • f) Press the grey SIGN button again to get a 6-digit One-Time Password
    • g) Enter this OTP into Velocity@ocbc screen
    • h) Click "Submit"
    • You will see a message that you have successfully approved the transaction. If your transaction requires more than one Authoriser, the next Authoriser will need to approve it before it is being sent to us for processing.
    • The status of your transaction will be reflected accordingly from 'Pending Authorisation' to 'Authorised to Submitted to bank'.
  • What are manual and file uploads?
    • A transaction is 'manual' when the maker prepares it by manually entering the payment details.
    • File Upload– If your maker has prepared the transactions by uploading a file that is Velocity@ocbc (business internet banking) format-compliant.
  • When do I use which payment mode?
    • Transfer to Payment modes you can use
      An OCBC account Transfer to another OCBC account
      Transfer to own account
      Another bank locally GIRO payment
      MEPS payment (same-day transfer)
      FAST payment (almost immediate transfer)
      Telegraphic transfer
      A bank overseas Telegraphic transfer (foreign currency)
      Other functions Payment modes you can use
      Pay salary GIRO payroll
      GIRO management payroll
      FAST payroll
      FAST management payroll
      Pay bills Bill payment
      Collect funds FAST collection
      Funds collection
      Stop cheque Stop cheque payment
      Other payment types Cashier's order
      Demand draft
  • How do I choose between the 3 modes of Singapore dollar transfers or payments?
    • You should choose the mode of transfer depending on how urgently you need to pay the funds:
      • If you need the transfer to be almost immediate, choose FAST transfers. It allows up to S$200,000 per transaction between FAST participating banks. There is a S$5 fee per transfer.
      • If you need the transfer to be within the same day, choose MEPS. There is a S$20 fee per transfer.
      • If you can wait 2 days for this transfer, choose GIRO. There is a S$0.20 fee per transfer.
  • When do I use telegraphic transfer for payment?
    • If you are making a transfer in a foreign currency or to a bank account overseas, please use Telegraphic Transfer.
    • You can do a telegraphic transfer on Velocity@ocbc:
    • a) Login as Maker
    • b) Select "Transactions" > "Make a transfer to a bank locally" or "Make a transfer to a bank overseas"
    • c) Select the correct currency under 'Transaction Currency' field
    • You may save the transaction details (click "Save") or submit the transaction to Authoriser (click "Submit")
      Note : For Standard service package users (ie. the Maker and Authoriser is the same user), users will preview and check the transaction before clicking on 'Submit'.
    • Once the transaction is submitted to the Authoriser, its status will change to 'Pending Authorisation'. Please inform your Authoriser(s) to log in to Velocity@ocbc to approve the transaction.
  • How will I know the status of my transactions?
    • You may login to Velocity@ocbc any time to check on your transactions.
    • For Basic, Classic and Premium packages, you will also receive SMS or email notifications when your transactions are "Pending Authorisation" or "Authorised".
  • How do I check on the status of my transactions?
    • For GIRO and other transaction type status:
    • a) Login and select "Transactions"
    • b) Select "Transaction Status"
    • c) Complete the fields for "Search Criteria"
    • Please refer to the "Remarks" column in the GIRO Summary report, GIRO Details report, Funds Collection report for the reason on why the item has not been processed successfully.
  • What do the different transaction codes mean?
    • General
      Status What it means
      Saved Transaction has been created and saved by Maker.
      It has not been submitted to Verifier or Authoriser yet.
      Pending Authorisation Transaction has been verified but not authorised until all authorisers have approved.
      Authorised Transaction has been fully authorised by all authorisers.
      Submitted to Bank Transaction has been verified and authorised. It will be sent to us automatically for processing.
      Successful Transaction has been successfully processed by us (this is only applicable to all cash products).
      Unsuccessful Transaction has been rejected and not processed due to errors (this is only applicable to all cash products).
      Recalled Transaction recalled by Maker. This can only happen if the Verifier or Authoriser has not acted on it. Maker can either edit and resubmit the transaction or delete it.
      Returned by Authoriser Transaction has been rejected by Verifier or Authoriser. Maker needs to edit and resubmit the transaction or delete it.
      Deleted Maker has deleted a saved transaction or a rejected transaction.
      A deleted transaction could also mean it has been sent back to the Maker for resubmission. (See Resubmission needed)
      Resubmission needed Transaction has been submitted by Maker, but there was a change in Authoriser before the previous Authoriser approved it, hence Maker has to edit and resend the transaction to the latest Authoriser.
    • Giro
      Status What it means
      Pending clearance All GIRO transaction items have been pre-processed and accepted.
      Partially Rejected All GIRO transaction items have been pre-processed and partially rejected. Some GIRO items are invalid. We will pay out the valid transactions while invalid ones are rejected.
      Rejected All GIRO transactions have been rejected.
      Partially Successful All GIRO transaction items have been post processed and partially accepted. Some of the items during processing turn out to be invalid and failed to be processed.
    • Trade
      Status What it means
      Outstanding We are still processing your transactions
      Closed Transactions are completed
      Cancelled Transactions are cancelled after our approval.
      Bill Accepted (only applies to Import bill under Letter of Credit & Import Documentary Collection) Import bills have been accepted but yet to be settled.
      Bank Received Transaction has been received by the Bank and is being processed.
      Bank Approved Transaction has been processed and completed
      Bank Rejected Transaction has been rejected by the bank.
      Cancelled Transaction has been cancelled and will not be processed by the bank.
      Awaiting Authorisation (only applies to Import bill under Letter of Credit & Import Documentary Collection) Import documents have been rejected and pending authorisation from seller's bank.
  • What types of online transfer are there?

      There are many types of online transfer you can choose from:

      Cashier's order
      A cashier's order is a cheque written in Singapore Dollar issued by us on your behalf to anyone.

      Demand Draft
      A demand draft is a cheque written in foreign currency issued by us on your behalf to anyone. This is normally used for your overseas transactions.

      Transfer to another OCBC account
      You can transfer funds from your OCBC account to another OCBC account

      Transfer to own account
      You can transfer funds between your OCBC accounts.

      FAST payment
      You can transfer up to S$200,000 per transaction to anyone in Singapore dollars via Velocity@ocbc. The recipient receives the money almost immediately. You can use this service any time via Velocity@ocbc to transfer to FAST participating banks.

      FAST payroll
      This service is another form of FAST payment. You can transfer up to S$200,000 per transaction to your employees and this payroll information is kept separate from other FAST payments in Velocity@ocbc. You can use this service any time via Velocity@ocbc to transfer to FAST participating banks.

      FAST management payroll
      This service allows you to separate the payroll information of your managerial employees from that of other employees. You can transfer up to S$200,000 per transaction to your managerial employees . You can use this service any time via Velocity@ocbc to transfer to FAST participating banks.

      MEPS payment
      This service is a Singapore dollar transaction from accounts between banks in Singapore. This is usually used when you need to transfer above S$200,000 per transaction on the same day.

      GIRO payment
      This service is a Singapore dollar payment to any bank account in Singapore. This is usually used for regular payments. The funds for this payment will be deducted from your account 2 days before the payment date.

      GIRO payroll
      This service is another form of GIRO payment to your employees. This payroll information is kept separate from other GIRO payments in Velocity@ocbc.

      GIRO management payroll
      This service allows you to separate the payroll information of your managerial employees from that of other employees in Velocity@ocbc.

      FAST collection
      This service allows you to collect up to S$200,000 from your customers as long as they have an account with any FAST participating bank in Singapore. Your customers need to sign a GIRO/FAST Direct Debit Authorisation form before this transaction can take place. You can use this service any time via Velocity@ocbc.

      Funds collection
      This service allows you to collect money from your customers' account in Singapore. Your customers need to sign a GIRO/FAST Direct Debit Authorisation form before this transaction can take place. You can use this service via Velocity@ocbc . Collection will take up to 2 business days.

      Telegraphic transfer
      A telegraphic transfer is a fund transfer to any account locally or overseas. This is normally used for your payments in most currencies.

      Stop cheque payment
      This function allows you to instruct us to stop any corporate cheque which you have issued.

      Bill payment
      You can pay your company's bills to selected billing organisations via Velocity@ocbc, such as your utilities or mobile bills.

  • What do the different payment terminologies mean?
    • Here is a glossy of common terms:
    • (CO) - Cashier's order
    • (DD) - Demand draft
    • (IFT) - Internal fund transfer
    • (MEPS) - MAS electronic payment system
    • (TT) - Telegraphic transfer
  • How do I make regular payments to the same persons
    • If you are paying the same supplier or beneficiary regularly, but in different amounts each time, please use "Transaction Templates".
    • Once you create a template, the information will be saved and you can reuse this template again for subsequent payments. Information such as who you are paying to, account number, bank and branch codes will be saved.
    • There are 3 ways to create a Transaction Template
    • A. From Transaction Confirmation Page
    • Using GIRO payment as an example
    • a) Login as Maker and select "Transactions"
    • b) Select "Make a transfer to a bank locally"
    • After you have submitted this payment, you may create a template from GIRO batch transaction confirmation page by clicking "save as a template" checkbox
    • Please give it an appropriate template name. Click 'Submit' hyperlink on the right
    • B. From Transaction Status Detail Page
    • a) Login as Maker and select "Transaction Status"
    • b) Click on "Transaction Type" hyperlink
    • c) Select "Save as a template" checkbox
    • Please give it an appropriate template name. Click 'Submit' hyperlink on the right
    • C. From Transaction Maintenance
    • a) Login as Maker and select "Tools"
    • b) Select "transaction templates"
    • c) Click "Add New Template"
    • d) Select "Transaction Type"
    • e) Enter 'Template Name'. Please give it an appropriate template name.
    • f) Enter beneficiary payment details in the respective fields, such as Beneficiary Bank, Branch Code, Beneficiary Account no. and Beneficiary Name
    • To prevent accidental changes to the template, you can set it as 'Read-only' or 'Lock' the field by clicking on the field label. A read-only template is marked by a red lock icon.
    •  
    • You can create templates for GIRO batch transactions by clicking "Add New Item".
    • There are 2 ways to use or transact with a template
    • A. From the transaction creation page
    • a) Login as Maker and select "Transactions"
    • b) Select transaction, for example "Transfer to an OCBC account"
    • c) Select “Load Template” at top right corner. The 10 most updated Internal Fund Transfer templates will be displayed
    • d) Select template and click "Load"
    • The template will open up for you to edit. You can only edit items that are not marked as "Read-only". Details will be auto-populated into the transaction creation page
    • Once the transaction is submitted for Authorisation, its status will change to Pending Authorisation
    • Note : For Standard service package users (ie. the Maker and the Authoriser is the same user), users will preview and check the transaction before clicking on "Submit"
    • B. From transaction template page
    • a) Login as Maker and select "Tools"
    • b) Select "transaction template"
    • c) Choose template by clicking on Template Name hyperlink
    • d) Click "Use this template to create a transaction" hyperlink at top right corner
    • The template will open up for you to edit.
    • Once the transaction is submitted to Authoriser, its status will be shown as Pending Authorisation. Please remind the Authoriser to approve before GIRO cut-off time, at least one day before the Value Date.
  • How do I sign up for Velocity@ocbc training?
    • We offer complimentary training sessions to all Velocity@ocbc customers to show its cash management functions such as making payments, making collections, accessing statements and reports.
    • We conduct these sessions once a month, on the first Wednesday of each month, from 9.30am to 12.30pm (except public holidays).
    • Please read registration details in the course registration form.
Uses of token
  • What are security tokens used for?
    • Make transactions
    • You need to use a security token to authorise the following transactions: Cashier's Order, Demand Draft, Internal Transfer, Own Account Transfer, Telegraphic Transfer, MEPS, GIRO, FAST, Stop Cheque and Bill Payment and all Trade transactions.
      The Administrator will also need to use the security token whenever they want to create a new user, delete a Maker, reset Maker's passwords and unlock access for a Maker.
    • To access Velocity@ocbc
    • All users need to use their security token to login to Velocity@ocbc. For authorisers within the company, they will also use the token for approving transactions within Velocity@ocbc.
  • Why are there multiple security tokens in the Velocity@ocbc Starter Kit?
    • Security tokens in the Velocity@ocbc Starter Kit are pre-assigned to a unique user. Each user has to use their pre-assigned token to complete a one-time registration and activation process upon first login.
    • Thereafter, the token is unique to the user who registered and activated the token.
  • Can security tokens be shared among users?
    • Each security token is pre-assigned to a unique user. As such, they can neither be shared nor registered to a different user.
    • The token cannot be registered to another Velocity@ocbc user. This protects and ensures the integrity of each user's access to Velocity@ocbc.
  • What happens when I use the wrong token?
    • When you try to use a security token that is not assigned to you, you will not be able to register, activate nor use it to gain access to Velocity@ocbc.
    • Please check details in the Starter Kit to make sure you are holding the right security token.
    • For assistance, call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm) or send your enquiry to velocity@ocbc.com .
  • Can the token be used overseas?
    • Yes, you can.
  • I have a faulty token/ I lost my token. How do I get a replacement?
    • Steps you need to take:
      • Complete the Manage Velocity@ocbc Account Form. Ensure the fields under "Business details" are completed and field "Replace token - Defective token or Lost token" is selected.
      • Submit the original form, along with the defective token to any of our branches or mail to the address indicated on the form.
    • Once we receive and verify your form, we will take 7 business days for processing. A new token will be sent to your mailing address based on our records.
  • Why do I get an error message when I enter the one-time-password?
    • Please call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm) for assistance.
Security
  • Is Velocity@ocbc secure?
    • Safeguarding your interests and money is a priority for us. We use industry-standard security measures to keep your privacy and investments as secure as possible. We also strive to keep you updated on ways to protect yourself when banking online with us.
    • Ways we protect you
    • Two-factor authentication
    • On top of your log-in credentials, we provide security tokens which allow you to authorise transactions securely.
    • Secure, encrypted pages
    • The "closed lock" icon on our online banking site means that information transmitted from your computer to our systems are encrypted.
    • Every transaction is secure.
    • Transactions that you perform through OCBC online banking is secured with a one-time password generated from your security token.
    • Network security
    • All of our banking systems sit behind firewalls that prevent intruders from getting unauthorised access to the system.
    • Regular security reviews
    • OCBC Business Internet Banking is regularly reviewed and audited by external and internal auditors to ensure that your interest is safeguarded.
  • What is Two-factor authentication (2FA)?
    • Two-factor authentication is a two-layer identity verification process that we use each time a user log in to Velocity@ocbc. This results in a more secure online banking environment for you.
    • The first layer is your Organisation ID, User ID and password. The second is typically a physical security token which generates a security code or one-time password.
  • How to check if the page I'm assessing is secure and encrypted?
    • To check if the page you are accessing is encrypted:
    • Internet Explorer
      (Note : the steps may differ depending on the version you are using)
    • a) Near the top right hand corner of the url address bar, click on the lock icon.
    • b) A window will open, presenting the website identification information as velocity.ocbc.com
    • c) Click on the 'View Certificates' link in the window and ensure that the following appears on the certificate:
      • Issued to: velocity.ocbc.com
      • Issued by: VeriSign Class 3 International Server CA - G3
      • Validity date: DD/MM/YY to DD/MM/YY
    • d) Click on the 'Certification Path' tab and ensure that the 'Certificate status' at the bottom is showing 'This certificate is OK.'
    • e) If the internet connection is not secured, you will get a 'Mismatch Address' error in the window mentioned in point (b). Click on the 'Certificate Error' tab, you will see the reason for the error encountered. Please call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm) to report the error. You will still be able to login to Velocity@ocbc but you will be doing at your own risk.
  • What are some frequently asked questions regarding IBM® Security Trusteer RapportTM?
    • Read more on:
    • 1) How to log ticket or request a callback for installation queries
    • 2) Other frequently asked questions

Business Mobile Banking

Registration
Login
  • Ways to log in to your account via OCBC Business Mobile Banking app
    • There are 3 ways to log in:
    • 1. OCBC OneTouchTM - currently available on Touch ID enabled Apple iPhone 5s and Apple's latest models, running on iOS 8 and above. One time activation on your mobile device is required.
    • 2. One-time password (OTP) - Enter your Organisation ID, User ID and password in the relevant fields and click "Login". You will be prompted to enter a one-time password that can be obtained through SMS (if you registered your mobile number) or security token.
    • 3. Security Token - Enter your Organisation ID, User ID and password in the relevant fields. Click "Login". The security token OTP screen will be displayed. Press the red OTP button on the security token. A 6-digit one-time password will be generated to be entered on screen.
  • Why I do not receive the SMS OTP login prompt?
    • You will only be prompted if you have a mobile number registered with Velocity@ocbc.
    • To use SMS OTP, update your mobile particulars by completing the Manage Velocity@ocbc Account Form and mail it back to us.
  • How to unlock my Business Mobile Banking account?
    • There is currently no option to unlock your account on the OCBC Business Mobile Banking app.
    • To unlock your Business Mobile Banking account,
    • If you have already activated your new token and registered a valid mobile number with us,
    • a) Go to Velocity@ocbc login page, look out for 'Reset Password/ Unlock User' below the 'Password' field and click it.
    • b) Enter your Organisation ID and User ID.
    • c) Check the checkbox for 'I agree and accept the Agreement'
    • d) Click 'Submit'
    • f) Follow the on-screen instructions.
    • If you have not activated your new token and have not registered a valid mobile number with us,
    • a) Complete the Manage Velocity@ocbc Account Form to unlock your Velocity@ocbc account.
    • b) Submit the original form, signed by the authorised persons, to any of our branches or mail it back to us.
    • We take 7 business days to act on your request.
  • Why can't I access my account via Business Mobile Banking?
    • For security reasons, your Velocity@ocbc user account will be disabled if you do not log in once every 360 days.
    • To reactivate your account, either you or an authorised signatory can
      • Email us at velocity@ocbc.com or
      • Call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm).
  • Forgot your password?
    • There is currently no option to reset your password on the OCBC Business Mobile Banking app.
    • If you have already activated your new token and registered a valid mobile number with us,
    • a) Go to Velocity@ocbc, look out for 'Reset Password/ Unlock User' below the ‘Password’ field and click it.
    • b) Enter your Organisation ID and User ID.
    • c) Check the checkbox for ‘I agree and accept the Agreement’
    • d) Click ‘Submit’.
    • f) Follow the on-screen instructions.
    • Note:
      If you have not registered a valid mobile number with us, a new password will be mailed to you within 3 business days (mailing to a non-Singapore address may take longer). We will send you the new password to your mailing address in our records.
    • If you have not activated your new token,
    • a) Complete the Manage Velocity@ocbc Account Form to request for a new password. Please ensure that the business details and ‘Get new password’ fields are completed.
    • b) Submit the original form, signed by the authorised persons, to any of our branches or mail it back to us.
    • We take 7 business days to act on your request. We will send you the new password to your mailing address in our records.
  • How to add or remove users?
  • Can I log in to my account via OCBC Business Mobile Banking app and PC/Mac at the same time?
    • For security reasons, you are not allowed to do so.
  • Why am I unable to log in to OCBC Business Mobile Banking app?
    • Please check if you have entered your login credentials correctly.
Payments
  • What payments/transfers can I make via the Business Banking mobile app?
    • For local payments, you can make Internal Funds Transfers, Local Telegraphic Transfers, as well as MEPS, GIRO and FAST payments.
    • You can also make Overseas Telegraphic Transfers through the app.
  • Can I transfer funds overseas?
    • Yes, you can transfer funds overseas. Log in to the Business Mobile Banking app, tap on ‘Transfer Funds’ from the menu option, and select ‘Overseas’ to transfer funds to your overseas payees.
  • Can I make GIRO/FAST batch transactions on the app?
    • You will only be able to make single GIRO/FAST payments at the moment. We are working towards adding this feature in the future.
  • Can I make payments using the templates I created?
    • You will not be able to make payments using templates at the moment. We are working towards adding this feature in the future.
  •  Can I upload a file through the app?
    • You will not be able to upload a file through the app at the moment. We are working towards adding this feature in the future.
  • Why can’t I perform GIRO payroll transactions?
    • This feature is not available on the Business Mobile Banking app currently. You can perform GIRO Payroll transactions via our business internet banking platform - Velocity@ocbc. Please log in to Velocity@ocbc to perform GIRO payroll transactions.
  • Can I make payments to my added payees created in the app and Velocity@ocbc?
    • Yes, you can make payments to your payees created in the app or Velocity@ocbc.
    • To add payees:
    • Using Velocity@ocbc
    • 1. Log in to Velocity@ocbc to add payee using ‘Manage Payee / Payer’ module if you have not done so. The beneficiary list will be reflected as your added payees in the app.
    • Using the Business Mobile Banking app
    • 2. You can add a payee on the Review page when submitting a transaction by ticking the field ‘Add as payee’. A one-time verification via security token is required for this transaction. Once verified, the new payee is added to the Payee list for subsequent transactions.
  • How can I add a payee to my Payee list in the app?
    • You are able to add a payee when submitting a transaction at the Review page. Tick the field - ‘Add as payee’. A one-time verification via security token is required for this transaction. Once verified, the new payee is added to the Payee list for subsequent transactions.
Authorisation
Siri
  • Can I use Siri?
    • Yes, you can use Siri to check your account balances and to initiate internal funds transfers between OCBC Bank accounts using Siri voice instructions, on Touch ID-enabled Apple iPhones running on iOS 11 or Apple’s latest operating systems.
  • What are the pre-requisites to transfer funds using Siri?
    • You need an Apple iPhone running on iOS 11 or Apple’s latest operating systems. Please ensure Siri is enabled on your Touch ID-enabled Apple iPhone.
    • You can only transfer funds to OCBC accounts from the Payee list. To add payees:
    • From Velocity@ocbc
    • 1. Log in to Velocity@ocbc to add payee using ‘Manage Payee / Payer’ module if you have not done so. The beneficiary list will be reflected as your added payees in the app.
    • From the Business Mobile Banking app
    • 2. You can only add a payee on the Review page when submitting a transaction by checking the field ‘Add as payee’. A one-time verification via security token is required for this transaction. Once verified, the new payee is added to the Payee list for subsequent transactions.
  • What functions can I do with Siri on the app?
    • You need to first enable Siri on your Touch ID-enabled Apple iPhone running on iOS 11 operating system.
    • You can ask Siri for the following:
      • To check your business account balances - Ask Siri, 'Check my account balance.'
      • To initiate Internal Funds Transfers to your added payees who has an OCBC account – Ask Siri, 'Transfer $500 from my Business account.'
About OCBC OneTouchTM
  • What is OCBC OneTouch?
    • Leveraging on Apple's Touch ID and Android’s Fingerprint Authentication technology, OCBC OneTouch allows customers an easy, quick and secure access to view their account information using fingerprint recognition, without the need to log in to mobile banking.
  • How do I access OCBC OneTouch?
    • OCBC OneTouchTM is available on Touch ID-enabled Apple iPhones running on iOS 8 or Apple’s latest operating systems and other Bank-designated devices with the fingerprint recognition feature of Google Android version 4.4.2 and above.
    • For security reasons, jailbroken mobile devices or rooted devices are not supported.
  • How do I use OCBC OneTouch?
    • You need to be a business account customer of OCBC and a valid Velocity@ocbc registered user.
    • The Business Mobile Banking app must be installed on Touch ID-enabled Apple iPhones running on iOS 8 or Apple’s latest operating systems and other Bank-designated devices with the fingerprint recognition feature of Google Android version 4.4.2 and above.
    • Once a mobile device is registered for the OCBC OneTouch service, the customer’s business account(s) can be accessed using any fingerprint enrolled by the relevant Fingerprint Recognition Feature on the said mobile device.
  • Is OCBC OneTouch secure?
    • OCBC OneTouchTM uses your unique fingerprint pattern, registered and stored solely on your mobile devices as a secure source of identification.
    • To get started, you need to perform a one-time activation with your mobile banking Organisation ID, User ID and password. Thereafter, within the Business Mobile Banking app, customers only need to place their finger on the home button to view their account balances. All account numbers displayed are partially masked.
    • Our app does not store any account numbers, balances or other related information on your mobile devices.
  • Can I activate OCBC OneTouch on multiple phones?
    • For security reasons, each user can only activate OCBC OneTouchTM on one mobile phone at any point in time.
  • I have changed to a new phone, can I continue to use OCBC OneTouchTM on my new phone?
    • Yes, simply activate OCBC OneTouchTM on your new phone. The OCBC OneTouchTM service on your old phone will be deactivated.
  • I have activated OCBC OneTouchTM but would like to deactivate the service, how do I do so?
    • You can deactivate OCBC OneTouchTM from your mobile phone’s menu options.
  • I am an Android user, can I use OCBC OneTouchTM?
    • OCBC OneTouchTM is enabled for a range of Android phone models supported with fingerprint recognition feature of Google Android version 4.4.2 and above. If your mobile device is supported, you can see the “OneTouchTM” icon on the business mobile banking login page and proceed to register for the service.
  • Do I need to pay for OCBC OneTouchTM?
    • No, this service is free of charge.
About OCBC OneLook
  • What is OCBC OneLook?
    • Leveraging on Apple's Face ID, OCBC OneLook allows customers an easy, quick and secure access to view their account information using face recognition, without the need to log in to mobile banking.
  • How do I access OCBC OneLook?
    • OCBC OneLook is available on Face ID-enabled Apple iPhones running on iOS 11 or Apple’s latest operating systems.
    • For security reasons, jailbroken mobile devices are not supported.
  • How do I use OCBC OneLook?
    • You need to be a business account customer of OCBC and a valid Velocity@ocbc registered user. The Business Mobile Banking app must be installed on Face ID-enabled Apple iPhones running on iOS 11 or Apple’s latest operating systems.
    • Once a mobile device is registered for the OCBC OneLook service, the customer’s business account(s) can be accessed using any face enrolled by the relevant Face Recognition Feature on the said mobile device.
  • Is OCBC OneLook secure?
    • OCBC OneLook uses your unique face, registered and stored solely on your mobile devices as a secure source of identification.
    • To get started, you need to perform a one-time activation with your mobile banking Organisation ID, User ID and password. Thereafter, at the Business Mobile Banking app, customers only need to look at their phone to view their account balances. All account numbers displayed are partially masked.
    • Our app does not store any account numbers, balances or other related information on your mobile devices.
  • Can I activate OCBC OneLook on multiple phones?
    • For security reasons, each user can only activate OCBC OneLook on one mobile phone at any point in time.
  • I have changed to a new phone, can I continue using OCBC OneLook on my new phone?
    • Yes, simply activate OCBC OneLook on your new phone. The OCBC OneLook service on your old phone will be deactivated.
  • I have activated OCBC OneLook but would like to deactivate the service, how do I do so?
    • You can deactivate OCBC OneLook from your mobile phone’s menu options.
  • I am an Android user, can I use OCBC OneLook?
    • OCBC OneLook is currently available on Face ID enabled iPhone only.
  • Do I need to pay for OCBC OneLook?
    • No, this service is free of charge.
General
Security
  • Is the OCBC Business Mobile Banking app secure?
    • Yes. Just like its web browser counterpart, the OCBC Business Mobile Banking app is also secured with a two-factor authentication (2FA) process. It is a security process in which the user provides two means of identification.
    • For 2FA, the user will need to key in the Organisation ID, User ID and password.
    • Thereafter, the user will be prompted to key in either the unique digits from the SMS-OTP (One Time Password) or security token.
  • What to do if I lose my mobile phone?
    • 1) Inform your telecommunication provider to temporarily disable your mobile line to prevent unauthorised access during this period.
    • 2) Call us at +65 6538 1111 (Monday to Friday excluding public holidays, 8:30am to 6pm) to inform us of your loss.
    • If you still wish to access the OCBC Business Mobile Banking app during this period, you can do so using the security token.
Features