Help And Support

Digital Banking - OCBC OneToken

Frequently Asked Questions
  • 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. Who can setup OCBC OneToken

      Anyone can set up OCBC OneToken as long as you have an Internet Banking access set up and have a mobile number registered in our records. Please refer to the Setup/Activation section on how to set up OCBC OneToken.

    3. 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.

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

      No, once you have activated your OneToken on the mobile device, you will not be able to use your hardware token or SMS OTP for online / mobile banking services and transactions. Do note that SMS OTPs will still be used for other services such as online card transactions (if the merchant requires an OTP), Phone Banking and SMS Banking.

      If you are an existing iOCBC account holder, continue to use your hardware token to access your iOCBC account.

    5. Are there any charges for OCBC OneToken?

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

    6. Will OneToken work when I am overseas?

      OCBC OneToken works seamlessly if you have an active internet connection while overseas. With internet access, the login process is the same as in Singapore.

      If you do not have internet access on your mobile device, you can continue to log in and authenticate your transactions (on your laptop or desktop with internet connection) by generating a manual OTP from the OneToken found on the “More Services” menu from the OCBC Mobile Banking App. To do this:

      Step 1: Log in to your Internet Banking on your laptop / desktop
      Step 2: Login authorisation prompt will appear, simply click on “Alternatively, you may generate an OTP manually on your mobile device
      Step 3: On your mobile device, go to OCBC Mobile Banking app
      Step 4: At the login page, click “More Services” > OneToken > One Time Password
      Step 5: Enter the 6-digit OTP on your laptop / desktop

  • Setup / Activation

    1. 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 after you have received the activation prompt.

      a. For existing customers who have Hardware Token:

      1. Login to your Mobile Banking app
      2. Click “Activate”
      3. Follow the 4-step instruction (you will require your Hardware Token for this). Your OneToken will be successfully activated

      b.For existing customers who are only using SMS OTP:

      1. Login to your Mobile Banking app
      2. Click “Activate”
      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. Your OneToken will be successfully activated

      c.For New-to-Bank customers who have set up the Internet Banking account at the branch, you would have received a printed form containing your Access Code and Token Key:

      1. Login to your Mobile Banking app using the Access Code and PIN
      2. Click “Proceed”
      3. Enter the 6-digit Token Key
      4. Your OneToken will be successfully activated
      5. d. For New-to-Bank customers who have set up the Internet Banking account online:

        1. The Token Key will be mailed to you to your registered address
        2. Upon receiving the letter, login to your Mobile Banking app
        3. On the menu list, go to “Settings” > “Manage OCBC OneToken” > “Enter Activation Code”
        4. Enter the 6-digit Token Key
        5. Your OneToken will be successfully activated
        6. What if I don’t see the prompt to activate OneToken during login?

          You can still activate your OneToken when you are logged in.

          Mobile Banking app
          Step 1: Menu > Settings > Manage OCBC OneToken > Activate OCBC OneToken
          Step 2: Follow the step-by-step guide on-screen.

        7. Why am I asked to re-setup the OCBC OneToken?

          We have improved the OCBC OneToken due to the changes in the security requirement. Therefore, we would require you to re-setup the OCBC OneToken.

        8. I do not have a Hardware Token can I still activate OCBC OneToken?

          If you did not register a hardware token to your account, you will activate OCBC OneToken using SMS OTP. A 6-digit Token Key will be sent to your mailing address to complete the activation of the OCBC OneToken using this method. You can authenticate selected transactions (e.g. Add payee, change fund transfer limits etc) upon completion of the token activation process by entering the Token Key.

          If you have registered your Online Banking account to a hardware token before, but you have misplaced the Hardware Token or that the Hardware Token has run out of battery, you are required to get a replacement hardware token from any OCBC branch before you can activate your OCBC OneToken.

        9. 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.

        10. Upon receiving the token key what should I do?

          You will need to enter the token key to fully activated OCBC OneToken to perform selected transactions. You can use the following steps to enter the token key:

          Mobile Banking
          Step 1: Login using Access Code and PIN or OneTouchTM / OneLookTM
          Step 2: Tap on the menu bar on the top left of the screen.
          Step 3: Tap on "Settings".
          Step 4: Select "Manage OCBC OneToken”.
          Step 5: Select “Enter Activation Code ”
          Step 6: Enter the 6-digit Token Key and follow on-screen instructions to complete the process.

        11. I have misplaced the token key sent to me earlier, how do I request for another one?

          You can request via the Mobile Banking app or Internet Banking website. It will be sent to your registered mailing address with the Bank. Please see below for the steps:

          Mobile Banking
          Step 1: Login using Access Code and PIN or OneTouchTM / OneLookTM
          Step 2: Tap on the menu bar on the top left of the screen.
          Step 3: Tap on "Settings".
          Step 4: Select "Manage OCBC OneToken".
          Step 5: Select "Request for Token Key". It will be mailed to your registered address with the Bank.

          Internet 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

        12. What if I do not complete the activation using the Token Key?

          You will not be able to perform selected transactions (e.g. Add payee, Change fund transfer limits etc).

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

          To safeguard your accounts online, you are allowed to setup the OCBC OneToken on ONE mobile device at any time.

        14. What if I have lost/switched my mobile devices?

          You can continue to use your OCBC Online / Mobile Banking. Simply set up or register the OneToken on the new device and the old one will be deactivated automatically.

          Please refer to the “Lost/ New Device” section for more information on how to do so.

        15. Can I deactivate my OCBC OneToken?

          You may either call us at 1800- 6363 3333 (SG) or +65 636 3333 (overseas) OR visit any of the branches to deactivate the OCBC OneToken.

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

          For Android users, please clear app data, cache and uninstall OCBC Mobile Banking app from your android devices. Thereafter, reinstall OCBC Mobile Banking app and proceed to activate OCBC OneToken on your device.

          For iOS users, please reinstall OCBC Mobile Banking app and proceed to activate OCBC OneToken on your device.

          The use of OCBC OneToken follows strict security requirement as it is necessary in order to perform selected transactions on your OCBC Mobile Banking app. If the above steps do not work, this may be because the mobile device does not comply with the bank’s security policy for soft tokens (e.g. Jailbroken, library tampering, “fake” GPS, remote access). Please check if you have installed any app(s) from unknown sources in your mobile device, proceed to uninstall those apps. Restart your phone, clear cache and reinstall the OCBC Mobile Banking app if necessary.

  • 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, tap on "More Services", select "OneToken" and then "One Time Password". A manual OTP will be generated for your transactions.

    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. Why am I receiving a prompt to authenticate my login while using the Mobile Banking app?

      If you have set up your OneToken on your mobile device, the log in on your Mobile Banking app should be seamless. If you received a prompt to authenticate your login while using the Mobile Banking app, you might have OneToken set up on your old phone. To proceed with the login, you may:

      Method 1: Authenticate using your old device using the push notification (if device is connected to internet).

      Method 2: Generate a OneToken OTP (if device is not connected to internet).
      Step 1: In old device, launch Mobile Banking app, click “More Services”
      Step 2: OneToken > One Time Password
      Step 3: In the new device, launch Mobile Banking app > log in as usual
      Step 4: Authentication prompt would appear, click “Alternatively, you may generate a OTP manually on your mobile device”

      Method 3: Transfer your OneToken from old mobile device to the new mobile device. Please refer to the Loss / New Device section for more details.

      If the above scenario does not apply to you, please contact us at 1800 363 3333 (or +65 6363 3333) or approach any OCBC branches for assistance.

    6. Can I use OCBC OneToken if my phone is not connected to data?

      Yes, you may use your OCBC OneToken to generate a manual OTP or transaction code even if it is not connected to a network.

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

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

      Generate manual OTP

      1. Launch your OCBC Mobile Banking app.
      2. Tap on "More Services".
      3. Select "OneToken".
      4. Select "One Time Password" to generate the 6-digit OTP.
      5. Enter the 6-digit OTP into Online Banking.

      Generate Transaction Code

      1. Launch your OCBC Mobile Banking app.
      2. Tap on "More Services".
      3. Select "OneToken".
      4. Select "Transaction Code".
      5. Enter the transaction code displayed on the other screen to generate OTP.
      6. Tap on "Submit" and enter the 6-digit OTP into Online Banking.
    8. I have an iOCBC account and a OCBC Internet Banking account, which were both were using the same hardware token. Once I have activated my OneToken, can I still use the hardware token to access both online accounts?

      OCBC OneToken is currently only applicable to OCBC Internet and Mobile Banking. You will still need to use the hardware token to access the iOCBC account.

    9. I have rooted, jailbroken my device, would I be able to install the OCBC Mobile Banking app on my device?

      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.

    10. I have already activated OneToken on my mobile device, but recently when I attempt to login to my OCBC Mobile Banking App, I keep receiving a message prompting me to check on the security settings.

      To safeguard your accounts online and protect your information from being compromised, you will not be able to use the OCBC OneToken on devices which do not comply with the following security policies, for e.g.

      • Rooted/ Jailbroken devices
      • Devices which may installed Remote Administration Tools
      • Apps or Devices that tamper with runtime or libraries within the device

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

    12. 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.

    13. 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:

      Step 1: Download the OCBC Mobile Banking app on a new mobile device.
      Step 2: Log in to the app using your Access Code and PIN.
      Step 3: Click on “Activate”
      Step 4: Proceed with the activation steps using SMS OTP as prompted (if your mobile number has been changed, please approach any branches to update your mobile number). This will deactivate OneToken on your previous device.
      Step 5: A 6-digit Token Key letter will be mailed to you to your registered address
      Step 6: Upon receiving the letter, login to your Mobile Banking app
      Step 7: On the menu list, go to “Settings” > “Manage OCBC OneToken” > “Enter Activation Code”
      Step 8: Enter the 6-digit Token Key
      Step 9: Your OneToken will be successfully activated

      If you don’t have access to a new / replacement mobile device, you may call us at 1800 363 3333 (or +65 6363 3333) to deactivate your OneToken immediately. Alternatively, you can proceed to any OCBC branch for assistance.

    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.

      If you have your old device with you (with internet connection)
      Step 1: Download the OCBC Mobile Banking app on a new mobile device.
      Step 2: Log in to the app using your Access Code and PIN.
      Step 3: Click on “I have my old phone with me”. A push notification will be prompted on the old device. (This step requires internet connection on the old device)
      Step 4: Authorise using your old phone.
      Step 5: Once authorised, the OCBC OneToken will be automatically disabled on the old mobile device and activated on your new device.

      If you have your old device with you (without internet connection)
      Step 1: Download the OCBC Mobile Banking app on a new mobile device.
      Step 2: Log in to the app using your Access Code and PIN.
      Step 3: Click on “I have my old phone with me”.
      Step 4a: Click “Switch to offline mode” > “Next”.
      Step 4b: On your old device’s OCBC Mobile Banking app > More Services > OneToken > One Time Password
      Step 5: On your new device, enter the One Time Password.
      Step 6: Once authorised, the OCBC OneToken will be automatically disabled on the old mobile device and activated on your new device.

      If you do not have your old device with you
      Step 1: Download the OCBC Mobile Banking app on a new mobile device.
      Step 2: Log in to the app using your Access Code and PIN.
      Step 3: Click on “Activate”
      Step 4: Proceed with the activation steps using SMS OTP as prompted.
      Step 5: A 6-digit Token Key letter will be mailed to you to your registered address
      Step 6: Upon receiving the letter, login to your Mobile Banking app
      Step 7: On the menu list, go to “Settings” > “Manage OCBC OneToken” > “Enter Activation Code”
      Step 8: Enter the 6-digit Token Key
      Step 9: Your OneToken will be successfully activated

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

      If you have changed to a new mobile number, please approach any OCBC branches to update your mobile number.

    4. What if i have changed my address?

      If you have changed your address, please inform the Bank via the hotline at 1800 363 3333 (or +65 6363 3333) or approach any branches to update your address.