| Q1. |
How does the SMS Token work? |
| Q2. |
As an SMS Token user, how long will it take for me to receive the OTP on my mobile phone when I try to log into Internet or Mobile Banking? |
| Q3. |
If I am an SMS Token user, what should I do if I lose my mobile phone? |
| Q4. |
Does the SMS Token work if I try to access Internet and Mobile Banking while I am overseas? |
| Q5. |
If I change my mobile phone number, do I need to update OCBC? |
| Q6. |
What should I do if I still do not receive my SMS OTP Notification after repeated attempts? |
| Q7. |
Who should I contact to get clarification about short code barring or number retention services? |
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| Q1. |
How does the SMS Token work? |
| A1. |
Once the SMS Token is activated, you will receive an OTP via SMS on your mobile phone every time you access Internet or Mobile Banking.
The 2FA login process for SMS Token users is as follows:
- The user enters his usual Internet Banking Access Code and PIN
- The user will then be prompted to submit an OTP to complete his login process. At this point, the user will wait for the OTP to arrive via SMS, and then enter it into the corresponding field of the login page.
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| Q2. |
As an SMS Token user, how long will it take for me to receive the OTP on my mobile phone when I try to log into Internet or Mobile Banking? |
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The OTP should arrive via SMS onto your mobile phone within a few seconds to just a few minutes after you have entered your Access Code and PIN at the 1st step of login. Actual time taken for the OTP to arrive will depend on the mobile network operators involved in the delivery and the SMS traffic volume at that point in time.
As your OTP will expire after a certain timeframe, please use it as soon as it arrives on your mobile phone. |
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| Q3. |
If I am an SMS Token user, what should I do if I lose my mobile phone? |
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If you lose your mobile phone, please call OCBC at 1800-438-6088 immediately to temporarily disable your SMS token. If you are retaining the same mobile phone number, you can subsequently reactivate your SMS Token and bind it to the same mobile number by completing an authorisation form (downloaded from the Internet) and mailing it back to OCBC. The form can also be used to update the Bank if you decide to change your mobile phone number. |
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| Q4. |
Does the SMS Token work if I try to access Internet and Mobile Banking while I am overseas? |
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Internet Banking will continue to send you the OTP via SMS, and you should be able to receive them like how you receive your other personal SMSes when you are overseas. As your receipt of such SMSes will depend on your mobile network operator's roaming service, you may wish to consult them to find out more on delivery of SMSes to you whilst overseas.
OCBC is aware that each user has different lifestyle and preferences — that is why we offer so many 2FA options. If prompt receipt of SMSes may be an issue to any user, such users may wish to consider selecting either the Mobile Phone Token or the Hardware Token instead. |
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| Q5. |
If I change my mobile phone number, do I need to update OCBC? |
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Yes, please update OCBC with changes to your mobile phone number by completing the Electronic Banking Services form and mailing it back to OCBC or update at any OCBC ATM. Please remember to notify us in advance so that you may enjoy uninterrupted online access to your accounts.
Note: For Supplementary Credit Card holders please fill up the Electronic Banking Services form and mail it back to us.
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| Q6. |
What should I do if I still do not receive my SMS OTP Notification after repeated attempts?
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Please perform the following checks:
- Check if the number you registered with us is the current number from your current mobile phone service provider. Please note that most number retention services will not forward SMSes sent by non-individuals. So in the event that you change your mobile phone number (even if you have subscribed to a number retention service), please check with your mobile phones service provider if you can receive SMSes from OCBC Bank, which are forwarded from your old number. If not, please download this form to update your SMS token and send it back to OCBC Bank with your most current mobile phone number.
- Check with your mobile phone service provider to see if you have applied for any short code barring service. As our SMS sender title bears 'OCBC Bank' you might not be able to receive the SMS at all if you have subscribed for this service.
- Check if your SMS inbox has available space to receive incoming messages.
- Check if your current location has GSM reception
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| Q7. |
Who should I contact to get clarification about short code barring or number retention services?
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You may call your mobile phone service provider at the following numbers : Singtel - 1626 , M1 - 1627 ,Starhub - 1633
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