| Q1. |
How do I use the Hardware Token for 2FA access to Internet and Mobile Banking? |
| Q2. |
As a pre-2FA user who has just selected Hardware Token, can I continue to access Internet and Mobile Banking while I wait for the Hardware Token to arrive by mail? |
| Q3. |
Does the Hardware Token work if I try to access Internet or Mobile Banking while I am overseas? |
| Q4. |
What should I do if my Hardware Token is lost or damaged? Can I get a replacement? |
| Q5. |
If the delivery address as displayed at the Select Hardware Token page is outdated, or if I will be away from my current mailing address for an extended period, will I be able to receive the Hardware Token?
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| Q1. |
How do I use the Hardware Token for 2FA access to Internet and Mobile Banking? |
| A1. |
The Hardware Token is a device that generates OTPs for a 2nd level of authentication in the 2FA login process. If you have just received your Hardware Token from OCBC, the following describes the login process to Internet and Mobile Banking using the Hardware Token, and the 1-time activation process.
One Time Activation of Hardware Token process:
- You will login to Internet Banking with your usual Internet Banking Access Code and PIN.
- After which, you will be prompted to activate the Hardware Token by entering the device serial number (found at the back of the Hardware Token).
- Finally, you will be prompted to submit an OTP from that token to complete the activation process.
Login Process using Hardware Token:
For subsequent access to Internet and Mobile Banking, you will not be required to enter the Hardware Token serial number again. Instead, when prompted to enter the OTP for example, right after you submitted your Access Code and PIN, just press the red button to display an OTP for your use.
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| Q2. |
As a pre-2FA user who has just selected Hardware Token, can I continue to access Internet and Mobile Banking while I wait for the Hardware Token to arrive by mail? |
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Yes. At the point of selecting Hardware Token as your preferred 2FA Token type, you will be granted special permission to access Internet and Mobile Banking with just your usual Access Code and PIN for 30 days. OCBC Bank will then arrange for the Hardware Token to be mailed to you within 2 weeks from the date of your selection.
Once you receive your Hardware Token, please proceed to activate it immediately. To do this, simply log into Internet Banking and click on the "Activate Hardware Token" link on the left navigation, then follow the on-screen instructions.
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| Q3. |
Does the Hardware Token work if I try to access Internet or Mobile Banking while I am overseas? |
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The Hardware Token is a standalone OTP generation device, and it will continue to work even when it is not physically in Singapore. |
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| Q4. |
What should I do if my Hardware Token is lost or damaged? Can I get a replacement? |
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If you damage or lose your Hardware Token, please contact OCBC at 1800-363-3333 to make a report so that it can be deactivated immediately. Thereafter, please request for a replacement by completing an authorisation form and mailing it back to OCBC. Please note that a $20 fee is chargeable to replace the damaged or lost token. |
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| Q5. |
If the delivery address displayed in the Select Hardware Token page is outdated, or if I will be away from my current mailing address for an extended period, would I be able to receive the Hardware Token? |
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We will mail the Hardware Token to the address as per displayed in the Select Hardware Token page.
If the address is incorrect or outdated, please update it before making your selection.
There are 2 convenient ways for you to update your address:
1. If the left navigation menu is still made available to you, select:
Customer Service >> Change Mailing Address
to update your address before returning to the Select Hardware Token page (2FA >> Select Token). Your updated mailing address should now appear at the Select Hardware Token page.
2. You can also call our Contact Centre at 1800 438 6088 to update your mailing address. Please allow 2 working days for the update to take effect before continuing your Hardware Token Selection process.
If you will be away for an extended period, either:
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Request someone who has access to your mail box to redirect the Hardware Token to you, or,
2. Request for a one-off re-direction of the Hardware Token to your temporary mailing address by using this form. This request will NOT amend your official mailing address in our bank records.
If you do submit this form, please do not make a separate request via Internet Banking. Should you do so, a second Hardware Token will be to be sent to your local address and a $20 fee is chargeable for the 2nd Token issued. |
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