Help And Support

OCBC Digital Banking - OCBC OneToken

Frequently Asked Questions
  • Switch from hardware token to OCBC OneToken

    1. Why switch to OCBC OneToken?

      With OCBC digital OneToken, you will:

      • Enjoy a seamless, secured banking experience with just your mobile.
      • Never have to carry an additional “keychain” around.
      • Never have to wait for the physical token to be mailed to you.
      • Do your part for the environment – Go green!
    2. Is OCBC OneToken secure?

      Yes, the OCBC OneToken is securely integrated with the OCBC Digital app, in addition to requiring your device’s login authentication.

    3. What if I lose my hardware token? Can I get a replacement token?

      Yes you can. However, we like to recommend you to switch to OneToken instead of replacing your hardware token. You can activate your OCBC OneToken even without your Hardware token. For instructions, refer to our FAQ page for more information.

    4. How can I activate OCBC Digital OneToken?

      You may activate your OCBC OneToken with your Card PIN on your mobile device. Please visit our FAQ page for more information.

  • All about OCBC OneToken

    1. What is OCBC OneToken?

      OCBC OneToken is a digital token installed in your mobile device. It will replace your hardware token or SMS token for Internet Banking and OCBC Digital services.

    2. Can I continue to use the hardware token or SMS OTP after I have activated the OCBC OneToken?

      No, once you have activated your OCBC OneToken on your mobile phone, you will not be able to use your hardware token or SMS OTP.

      You may continue to use the hardware token to access your iOCBC account.

    3. Can i use OCBC OneToken when I do not have internet connection?

      Yes, OCBC OneToken will work even when your mobile phone has no internet connection. Follow these steps:

      Step 1: Log in to OCBC Internet Banking on your desktop
      Step 2: An authorisation prompt will be shown. Click on “Alternatively, you may generate an OTP manually on your mobile device."
      Step 3: Launch the OCBC Digital app on your mobile phone.
      Step 4: At the bottom screen, tap on “More Services” > OneToken > One Time Password.
      Step 5: On your desktop, enter the 6-digit OTP.

    4. Do i need to authorise transactions after activating OCBC OneToken?

      OCBC OneToken authentication works seamlessly in the background in OCBC Digital app for all transactions including high risk transactions.

      If you are using OCBC Internet Banking, authorise your transactions with a tap on your mobile phone.

    5. Why am I not receiving a push notification to authorise my transactions?

      Please ensure there is internet connection and check if you have enabled in-app notifications for the OCBC Digital app via the following ways:

      For iOS devices:

      Step 1: Access Settings > Select Notifications
      Step 2: Select OCBC Digital app > Turn on Notifications

      For Android devices:

      Step 1: Access Settings > Select Apps & Notifications
      Step 2: Select Notifications > Select App Notifications
      Step 3: Select OCBC Digital app > Turn on Notifications

    6. Can I still authorise my online transactions if I turn off the in-app notification?

      Yes, you can generate an OTP manually. Launch the OCBC Digital app > "More Services" > "OneToken" > "One Time Password". A manual OTP will be generated.

    7. I am using the hardware token for both iOCBC and OCBC Digital Banking. Can i use OCBC OneToken to access both sites?

      OCBC OneToken is only used for OCBC Digital Banking for seamless banking. You will still need to use the hardware token to access the iOCBC website.

    8. Why can't I install or use the OCBC Digital app, and why does the app ask me to check my security setting?

      To safeguard your accounts online and protect your information from being compromised, you will not be able to use the OCBC Digital app on your device that do not comply with the following security policies:

      • Devices that have been rooted or jailbroken
      • Devices which may installed Remote Administration Tools
      • Apps or devices that tamper with runtime or libraries

      Please check if you have installed any app from unknown sources in your mobile device.

  • Activate OCBC OneToken

    1. How do I activate the OCBC OneToken?

      You can activate via the following 3 methods. Download the latest OCBC Digital app and follow the step-by-step guide below.

      Using SMS OTP and Card PIN:

      1. Log in to OCBC Digital app
      2. Select “Activate with SMS OTP and card PIN”
      3. A 6-digit Activation PIN will be sent to your mobile number via SMS
      4. Enter the 6-digit Activation PIN on screen
      5. Enter your 6-digit card PIN for your selected card
      6. Your OCBC OneToken will be fully activated after 12 hours
      7. Alternatively, you may refer to the digital guide or the step-by-step video.

      Using SMS OTP and Token Key:

      1. Log in to OCBC Digital app
      2. Select “Activate with SMS OTP and Token Key”
      3. A 6-digit Activation PIN will be sent to your mobile number via SMS
      4. Enter the 6-digit Activation PIN on screen
      5. A 6-digit Token Key letter will be mailed to you to your registered address
      6. Upon receiving the letter, log in to your OCBC Digital app
      7. On the menu list, go to “Settings” > “Manage OCBC OneToken” > “Enter Activation Code”
      8. Enter the 6-digit Token Key
      9. Your OCBC OneToken will be fully activated after 12 hours
      10. Alternatively, you may refer to the digital guide.

      Using physical hardware token:

      1. Log in to OCBC Digital app
      2. Select “Activate with your hardware token”
      3. Follow the instructions on the screen.
      4. Your OCBC OneToken will be fully activated after 12 hours
      5. Alternatively, you may refer to the digital guide.

    2. I have logged in to my OCBC Digital app but did not see a prompt to activate OCBC OneToken.

      No problem. You can still activate by following these steps:

      Log in to OCBC Digital app > tap on Top left menu > Profile & Settings > Manage OCBC OneToken > Activate OCBC OneToken. Follow the on-screen step-by-step guide.

    3. What is a 6-digit Card PIN?

      The 6-digit Card PIN is the PIN that was issued with your credit card or the PIN that you selected for your ATM card.

    4. What is a Token Key?

      The token key is a single-use 6-digit code, sent to you by mail. You will require this if you are prompted to enter the Token Key. You will need to use this 6-digit code to activate your OCBC OneToken to enable selected transactions such as:

      a. Add fund transfer payee and/or beneficiary
      b. Transfers exceeding your authorised limit
      c. Change of fund transfer limits
      d. Change of mailing address and contact details
      e. Change of Online Banking PIN

      Only one Token Key is valid at a time – if you requested for more than one Token Key over different dates, please use the latest Token Key generated to activate your OneToken.

    5. I have misplaced the Token key. How do I request for another one?

      Request via the OCBC Digital app
      Step 1: Log in to OCBC Digital app.
      Step 2: Tap on the top left menu bar.
      Step 3: Tap on Profile & Settings > Manage OCBC OneToken > Request for Token Key. It will be mailed to your registered address with the Bank.

      Request via OCBC Internet Banking
      Step 1: Login to OCBC Internet Banking.
      Step 2: Tap on "Approve transaction" on the push notification sent to your mobile phone.
      Step 3: Go to Customer Service > Manage OCBC OneToken > Request for Token Key. It will be mailed to your registered address with the Bank.

    6. What if I did not activate OCBC OneToken?

      You will not be able to perform high risk transactions such as adding payee, adding credit cards from other banks and change fund transfer limits.

    7. Can i activate OCBC OneToken on more than 1 mobile phone?

      For security reasons, you are only allowed to activate it on ONE mobile device at any time.

    8. Why am I unable to activate the OCBC OneToken on my phone?

      Please ensure the following:
      • Your OCBC Digital app is up to date.
      • You have enabled Push Notifications for your OCBC Digital app.
      • Do not use OCBC OneTouch for the activation process.
      • Your SMS OTP or hardware token is not suspended.

      Android users
      Clear app data, cache and uninstall OCBC Digital app from your mobile phone. Then reinstall the OCBC Digital app and activate OCBC OneToken.

      iOS users
      Please reinstall OCBC Digital app and then activate OCBC OneToken on your mobile phone.

  • Use OCBC OneToken for online purchases

    1. Why am I prompted to authorise my online purchases using OCBC OneToken instead of the usual SMS OTP?

      We are introducing OCBC OneToken as a mode of authentication to provide enhanced security for your online transactions. It also saves you time and hassle of waiting and keying in the SMS OTP – now, you can authenticate your transactions quickly with a few simple taps.

    2. How do I authorise my transactions using OCBC OneToken?

      On your phone, tap on the push notification sent by OCBC Bank. This will bring you to the OCBC Digital app. Simply tap on 'Confirm' to approve the transactions.

    3. Why am I not receiving any push notification?

      Please ensure that:

      • Your OCBC Digital app has been installed on your phone
      • You have activated your OCBC OneToken
      • Your data is turned on
      • Push notifications have been enabled for your app

    4. What should I do if I accidentally deleted the push notification?

      You may request for a new push notification by clicking on 'I need a new notification'.

    5. Why am I not prompted to provide additional authentication for certain online merchants?

      3D-Secure (or Three Domain Secure) is the payment industry’s internet authentication feature developed to safeguard your online transactions. You will only be asked to provide additional authentication for merchants that have been enrolled for 3D-Secure.