Online & Mobile Banking

OCBC OneToken

General

1. What is OCBC OneToken?

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

2. Can I continue to use Internet or Mobile Banking if I do not activate OCBC OneToken?

Yes, you may continue to use your existing hardware token and/or SMS OTP.


3. Can I continue to use the old hardware token or transact using SMS OTP after I have activated the OCBC OneToken?

You will not be able to use your hardware token or SMS OTP after you have activated OCBC OneToken for Internet and Mobile Banking services. 

SMS OTPs will still be used for our other services, including Phone Banking, SMS Banking and online card transactions (if the merchant’s website requires an OTP).


4. Are there any charges for OCBC OneToken? 

No. There are no charges for setting up OCBC OneToken on your mobile device.


5. When was the OCBC OneToken launched?

January 2019

Setup / Activation

1. Why do I need to set up OCBC OneToken?

OCBC OneToken makes your digital banking with OCBC more convenient by removing the need to carry your hardware token around. In addition, the security has been enhanced to provide greater protection than before.

2. Who can set up OCBC OneToken?

You need to have access to OCBC Internet or Mobile Banking service and have a registered mobile number with the Bank.


3. How do I set up the OCBC OneToken?

Download the latest OCBC Mobile Banking app and follow the step-by-step guide to activate OCBC OneToken.


4. What if I do not have my hardware token with me to activate OCBC OneToken?

If you have registered your Online Banking account to a hardware token before, you are required to get a replacement hardware token before you can activate your OCBC OneToken.

If you did not register a hardware token to your account, you will activate OCBC OneToken using SMS OTP. A Token Key will be sent to your mailing address after you have completed the activation of the OCBC OneToken using this method.


5. What is a Token Key?

It is a 6-digit code, sent to you by mail, which you will need to enter once to enable selected transactions such as:

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


6. What if I do not activate using the Token Key?

If you do not have the Token Key you can still perform other transactions such as transaction or balance enquiries.


7. How do I request the Token Key to be mailed to me?

You can request via the Mobile Banking app or Online Banking website.

Mobile Banking
Step 1: Login using Access Code and PIN or OneTouch™ / OneLook™
Step 2: Go to Settings
Step 3: Click on Request for Token Key. It will be mailed to your registered address with the Bank.

Online Banking
Step 1: Login using Access Code and PIN
Step 2: A Push Notification will arrive at your mobile phone. Tap on the notification and approve the transaction.
Step 3: Go to Customer Service > Manage OCBC OneToken > Click on Request for Token Key. It will be mailed to your registered address with the Bank.


8. Where will the Token Key be sent to?

The Token Key will be sent to your registered address with the Bank.


9. How many devices can I register for OCBC OneToken?

To ensure security, you are only allowed to setup OCBC OneToken on ONE mobile device.


10. Can I deactivate my OCBC OneToken?

Yes, you may call us at +65 6363 3333 to deactivate your token immediately.

Usage

1. How do I login and authorise online banking transactions and purchases using OCBC OneToken?

OCBC Mobile Banking app - Login with your access code and PIN or OCBC OneTouch/OneLook for complete access to your accounts and perform services and transactions without SMS OTPs or hardware token. OCBC OneToken authentication works seamlessly in the background. 

OCBC Internet Banking - Login or performing transactions? Simply authorise with a tap on your OCBC OneToken registered mobile device. Ensure you have turned on notifications for OCBC Mobile Banking app in your device settings.


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

Please enable push notification on your mobile device and ensure stable network connectivity in order for you to authorise your transactions.


3. Can I still authorise my online transactions if I turn off notifications?

Yes, launch the OCBC Mobile Banking app, navigate to the next screen (before logging in), and generate the manual OTP for your transactions. There will be a screen prompt to guide you.


4. How do I turn on notifications on my mobile device?

You can enable notification in one of the following ways:

For IOS devices: 
Step 1: Access Settings > Select Notifications
Step 2: Select OCBC Mobile Banking 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 Mobile Banking app > Turn on Notifications


5. Can I use OCBC OneToken if my phone is not connected to service provider network?
Yes, you may use your OCBC OneToken to generate a manual OTP or transaction code even if it is not connected to a network.


6. How do I generate a manual OTP or Transaction Code?

You can generate a manual OTP by taking the following steps:

Generate OTP
1. Launch your OCBC Mobile Banking app
2. Select the OCBC OneToken icon located at the right-hand Menu
3. Tap on OTP button to display the 6-digit OTP
4. Enter the 6-digit OTP into Online Banking

Generate Transaction Code
1. Launch your OCBC Mobile Banking app
2. Select the OCBC OneToken icon located at the right-hand Menu
3. Tap on Transaction Code button
4. Enter the challenge code displayed on screen
5. Tap on Submit, enter the 6-digit OTP into Online Banking


7. I have iOCBC account and OCBC Internet Banking accounts, can I use OCBC OneToken to access both systems?

No, OCBC OneToken is only applicable to OCBC Internet and Mobile Banking.

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


10. Can I install the OCBC Mobile Banking app in a jail broken device?

To ensure security and protect your information from being hacked, OCBC Mobile Banking app will not work in a jail broken device.

 
11.Can I authenticate my eNETS payment with OCBC OneToken?

Yes, you may authenticate your eNETS payment with OCBC OneToken. When prompted in the eNETS debit from bank account page, select OCBC Bank / Plus! and click Submit. Follow the on-screen instructions and authorise with OCBC OneToken to complete the transaction.


12.
Can I activate new cards on OCBC internet banking with OCBC OneToken?

Yes, you can activate new cards by the following steps:

  • Log in to OCBC online banking with your Access Code and PIN
  • On the top menu, click on Customer Service > Card
  • Select the card that you want to activate and following the instructions on your screen
  • Authorise your request using OCBC OneToken on your registered mobile phone

Lost / New Device

1. What if I lose my mobile device?

Your OCBC Mobile Banking app is still secure and accessible only with your Access Code and PIN or fingerprint / Face ID. If you have lost your mobile device, you can:

1. Download the OCBC Mobile Banking app on a new mobile device.
2. Log in to the app using your Access Code and PIN and perform a one-time setup on your new device. Upon setting up, OCBC OneToken will be automatically disabled on your lost phone.
3. Alternatively, you may call us at +65 6363 3333 to deactivate your token immediately.

2. What if I switch my mobile device?

Simply download the OCBC Mobile Banking App on the new mobile device, log in using your access code and PIN, then register for OCBC OneToken using the new device.

Once this is done, the OCBC OneToken will be automatically disabled on the old mobile device.


3. What if I have changed to a new mobile number?

If you have changed to a new mobile number, please inform the Bank via Contact Centre or approach any Branches to update your mobile number.


4. I just lost my hardware token. Should I wait till OCBC OneToken is out?

Please contact us at +65 6363 3333.

If you are not registered for a hardware token, you will not require a hardware token to activate your OCBC OneToken.