Help And Support

Digital Banking - OCBC OneToken

Frequently Asked Questions
  • Hardware tokens will be phased out from March 2022

    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 Mobile Banking app, in addition to requiring your device’s login authentication.

    3. Can I continue to use the hardware token after March 2022?

      You can only use the hardware token on our online banking platforms until 31 March 2022. Beyond that, you will need to use OCBC OneToken to authenticate all your online banking transactions.

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

      Yes you can. However, do take note that you can only use the hardware token on our online banking platforms until 31 March 2022. Hence, we recommend switching to OneToken instead of replacing your hardware token. You can activate your OCBC OneToken even without your Hardware token. For instructions, refer to our OCBC YouTube channel on how to activate OneToken with SMS OTP + Card PIN or our FAQ page for more information.

    5. How can I activate OCBC Digital OneToken?

      You may activate your OCBC OneToken with your Card PIN on your mobile device. Please visit our OCBC YouTube channel on how to activate OneToken with SMS OTP + Card PIN or our FAQ page for more information.

    6. My Hardware token is being used for both my OCBC and iOCBC banking. Will I still be able to use it?

      You can use your hardware token for both your OCBC and iOCBC accounts until 31 March 2022. You may reach out to your trading representative or OCBC Securities to switch to SMS OTP after that.

    7. Will I still be able to get hardware token for my iOCBC account after March 2022?

      In line with OCBC Bank, OCBC securities is also moving towards digital tokens. Therefore, we encourage you to switch to SMS OTP.

  • 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 OCBC Internet and Mobile Banking 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 Mobile Banking 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?

      No, OCBC OneToken authentication works seamlessly in the background in OCBC Mobile Banking app for all transactions except 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 Mobile Banking app via 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

    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 Mobile Banking 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 am i unable to install, use OCBC Mobile Banking app or kept seeing a message to check your security setting?

      To safeguard your accounts online and protect your information from being compromised, you will not be able to use the OCBC Mobile Banking 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 Mobile Banking app and follow the step-by-step guide below.

      Using SMS OTP and Card PIN:

      1. Login to OCBC Mobile Banking 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. Alternatively, you may refer to the digital guide or the step-by-step video.

      Using SMS OTP and Token Key:

      1. Login to OCBC Mobile Banking 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, login to your Mobile Banking app
      7. On the menu list, go to “Settings” > “Manage OCBC OneToken” > “Enter Activation Code”
      8. Enter the 6-digit Token Key
      9. Alternatively, you may refer to the digital guide.

      Using physical hardware token:

      1. Login to OCBC Mobile Banking app
      2. Select “Activate with your hardware token”
      3. Follow the instructions on the screen.
      4. Alternatively, you may refer to the digital guide.

    2. I logged into OCBC Mobile Banking app but i did not see a prompt to activate OCBC OneToken.

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

      Login to OCBC Mobile Banking app > tap on Top left menu > Profile & Settings > Manage OCBC OneToken > Activate OCBC OneToken. Follow the step-by-step guide on-screen.

    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 Mobile Banking
      Step 1: Login to OCBC Mobile Banking 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 Mobile Banking app is up to date.
      • You have enabled Push Notifications for your OCBC Mobile Banking 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 Mobile Banking app from your mobile phone. Then reinstall the OCBC Mobile Banking app and activate OCBC OneToken.

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