Help And Support

General - General

Frequently asked questions
  • CRS

    What is CRS?

    The Common Reporting Standard (CRS) is a new information-gathering and reporting requirement for financial institutions. The main objective of CRS is to help tax authorities identify tax payers that have kept their untaxed money in accounts held by foreign financial institutions and therefore discourage such behaviour. CRS is a reporting regime and it does not impose a new taxation regime.

    For more information on how this affects you, please see our FAQ guide.

  • Enhanced security measures

    Providing you with a safe banking experience has always been our utmost priority. Visit www.ocbc.com/onlinesecurity for details.
  • Change personal contact details via Internet/ Mobile Banking

    Internet Banking

    What details can you change?

    • Mailing Address
    • Email and phone number (including SMS OTPs)

    What accounts can the changes be applied to?

    • Current, savings and credit cards
    • Other Accounts:
    1. Loans
    2. Unit trust
    3. CPF-SRS
    4. Foreign Exchange
    5. Nominees
    6. Bills
    7. Treasury products
    8. Safe deposit box
    9. iOCBC
    10. OAC/Great Eastern

    How long will it take for the changes to be effective?

    • Changes made to current and savings accounts and OCBC credit cards will take effect immediately. For other accounts and products, it will take 7 working days.

      Here are the steps:
      1. Login to OCBC Online Banking
      2. Click "Customer Service" in the top navigation bar
      3. Select "Change mailing address" or "Change personal details"
      4. Provide details you would like changed in the relevant fields
      5. Check that your details are correct and click "Next" to proceed
      6. Authorise the transaction using your hardware token or *OneToken and click "Submit" to complete the transaction

    Note:
    To update the address for a card that has been suspended, please key in the card number under "Other account(s) not listed above" in the “Account No.” field. The address will be updated within 7 working days.


    Mobile Banking

    What details can you change?

    • Email and phone number (including SMS OTPs)

    How long will it take for the changes to be effective?
    The changes will take effect immediately. Here are the steps:

    1. Log in to the OCBC Mobile Banking app
    2. Tap on the menu bar in the top left corner of the screen
    3. Tap on "Profile & Settings"
    4. Select "Update phone number / email"
    5. Provide details you would like changed in the relevant fields
      • If you wish us to send SMS OTPs to the new mobile number, check the box next to “Send SMS OTPs to this number”
    6. Click "Next" to proceed
    7. Check that your details are correct
    8. Authorise the transaction using your hardware token or *OCBC OneToken and click "Submit" to complete the transaction

    Do not have Internet/Mobile Banking?

    Apply with your ATM Card number and PIN.


    * If you have activated OCBC OneToken, you will not be required to enter OTPs for Internet and Mobile Banking as authentications will take place seamlessly in the background. Please visit www.ocbc.com/personal-banking/digital-banking/onetoken for more information.

  • Change personal contact details via mail

    What details can you change?

    • Residential address
    • Email and phone number (including SMS OTP)
    • Mailing address

    What accounts can the changes be applied to?

    • All accounts

    How long will it take for the changes to be effective? 

    • Changes will take effect within 7 working days of our receiving the form.

    Download and complete the form.

  • Change personal contact details or update personal details via ATM or Service Kiosk

    1. Change personal contact details


    At an OCBC ATM/ATM Plus (ATM locations)

    What details can you change?

    • Mailing address
    • Email address
    • Contact number

    What accounts can the changes be applied to? 

    • Savings, current, credit card and foreign currency call accounts

    How long will it take for the changes to be effective?

    The changes will take effect immediately. Here are the steps:

    1. Select “More Services” twice
    2. Tap the right arrow to go to the second page
    3. Select “Update contact particulars”

    At an OCBC NEW ATM:


    What details can you change?

    • Email address
    • Contact number

    What accounts can the changes be applied to?

    • Savings, current, credit card and foreign currency call accounts

    How long will it take for the changes to be effective? 

    The changes will take effect immediately. Here are the steps:

    1. Select “More Services”
    2. Select “Personal Details”
    3. Select “Update contact particulars”

    2. Change personal contact details and personal details


    AT OCBC Service KIOSK:

    What details can you change?

    Contact Details

    • Email address
    • Contact number

    How long will it take for the changes to be effective?

    The changes will take effect immediately. Here are the steps:

    1. Select “More Services”
    2. Select “Personal Details”
    3. Select “Change contact number” or “Change email address”

    Personal details (during banking hours only as this requires assistance from a Digital Ambassador)

    Types of Changes Documents required
    Name
    • Singaporean or Permanent Residents: New NRIC or 11B or original deed poll dated not more than a year
    • Malaysian: New IC or Passport
    • Foreigners: New Passport (or old passport if either nationality or date of birth does not match)
      NRIC, Passport Number
      • Singaporean: NRIC
      • Malaysian: New IC
      • Foreigner: New passport (or old passport if either nationality or date of birth does not match)
        Nationality
        • Certificate of citizenship/Singapore blue NRIC/ICA NRIC collection slip (for new citizens who have not collected their new NRIC)
          FIN
          • Original Singapore Government issued pass; and
          • Original passport

            How long will it take for the changes to be effective?

            Besides the change of name, which may take up to one working day, the changes for the rest will take effect immediately. Here are the steps:

            1. Select “More Services”
            2. Select “Personal Details”
          • Change personal details at branches

            What details can you change?

            • Residential/mailing address
            • Email and phone number
            • Employment details
            • Passport details
            • Citizenship

            What accounts can the changes be applied to?

            • All accounts

            How long will it take for the changes to be effective?

            • Residential/mailing address or email and phone number: 3 working days. Please complete and bring the form, along with your NRIC or passport to any OCBC Bank branch.
            • Employment, passport and citizenship details: 7 working days. Please visit any OCBC Bank branch with your supporting documents so we may assist you.

          • Retrieve access code

            Your access code will be given to you when you sign up for Online Banking. It is needed, together with your PIN, to login. If you're not sure what your access code is, contact us at 1800 363 3333 or +65 6363 3333.
          • Rates

          • Submit CPF statement online

          • Fee Waiver

            Please do not submit fee waiver requests via our feedback form or secured email as we will be unable to take instructions from these channels.

            Credit Card Fee Waiver

            To submit a credit card fee waiver request, please use any of the following options:

            Via Internet Banking

            1. Login to OCBC Internet Banking
            2. Go to "Customer Service"
            3. Select "Credit card fee waiver"

            Via Mobile Banking

            1. Login via OCBC Mobile Banking app
            2. Tap on the top left menu
            3. Tap on "Card services" > "Request fee waiver"

            Via Phone Banking

            1. Have your credit card ready
            2. Call us and when prompted, and say "credit card fee waiver"
            3. Key in your 16-digit card number when prompted

            Your waiver request is subject to approval. You will be notified on the outcome immediately.

            EasiCredit Fee Waiver

            To submit an EasiCredit waiver request, please follow below instructions in our Phone Banking system:

            Press <1> for English
            Press <1> for phone banking menu
            Press <0>
            Press <2> for EasiCredit
            Press <1> for EasiCredit fee waiver
            Key in your NRIC number, followed by the "#" key
            Press <1> to confirm NRIC
            Customer will be prompted to key in mobile number
            Press <1> to confirm mobile number

            Your waiver request is subject to approval. You will be notified of the outcome via SMS in 5 business days.

          • Cards, EasiCredit and ATM withdrawal activation

            Please send the SMS request from the mobile number you registered with us. Send the request to 72323 (local) or +65 9327 2323 (overseas)

            • Credit and Debit Card activation
              ACT<space>NRIC/Passport<space>Last 4 digits of card number
              Example: ACT S7637838X 1234
            • Overseas ATM withdrawal activation
              ATM<space> NRIC/Passport<space>Last 4 digits of card number<space>start date in DDMMYY <space>end date in DDMMYY <space>activate
              Example: ATM S7637838X 1234 011216 311216 activate
            • EasiCredit and ATM card activation
              AEC<space>NRIC/Passport<space>Last 4 digits of card number
              Example: AEC S7637838X 1234
          • OCBC Bank and Branch code

            Bank code: 7339

            The first three numbers of your OCBC account number are branch codes. Your OCBC Account Number should either be 10 or 12 digits.

            Example of OCBC Bank account numbers:
            555-1-234567 where 555 is the branch code
            501-123956-001 where 501 is the branch code

          • Customer Satisfaction Survey

            At OCBC Bank we are dedicated to listening to our customers and understanding their needs.

            As a customer of OCBC Bank you may receive a call or SMS to ask for feedback on our service quality. Our appointed telephone survey vendor is Ascentiq Pte Ltd. Any information provided will be kept strictly confidential. We look forward to hearing from you on how we can improve our customer service.

            Please be reminded that neither OCBC Bank nor any of its appointed vendors will ask for your personal account information, such as account balances and passwords, over the phone. If anybody asks for your personal account information, do not disclose this information and contact us at 1800 363 3333 immediately.

            If you need further clarification about the survey or if you do not wish to be surveyed, please contact us at the same number 1800 363 3333.

            Thank you in advance for telling us how you feel about our customer service.

          • General information about MyInfo

            1. What is MyInfo?

            MyInfo is a consent-based data platform that pulls your personal data across participating Government agencies to fill out e-forms.

            2. How does MyInfo work?

            • Retrieve MyInfo & Provide Consent:
              Your personal data can be pre-filled on the online application form for the OCBC 360/FRANK/Monthly Savings/Bonus+ Savings/Statement Savings Account by simply clicking on the "Use MyInfo" icon. Your consent will be sought before any data is transferred from MyInfo.

            • Online application form for 360/FRANK/Monthly Savings/Bonus+ Savings/Statement Savings Account is pre-filled:
              The online form will now be populated with your personal data from MyInfo for you to verify before you take any other steps to complete the account application.

            3. Why can’t I log-in to MyInfo?

            Please ensure that you have keyed in the correct SingPass ID and password. If you are still unable to log-in, your MyInfo profile may have been inactivated due to security and data privacy concerns. Please contact MyInfo Helpdesk for more assistance.

            MyInfo Helpdesk hotline number is +65 6335 3534.

            Operating hours are from 8.00 am to 8.00 pm (Mondays to Fridays) and from 8.00 am to 2.00 pm (Saturdays). Closed on Sundays and Public Holidays.

            4. Why are some of the fields retrieved from MyInfo non-editable?

            Some of your personal data fields have been validated by the relevant government agencies. As any changes would have to be re-validated by the relevant source agencies, such fields have been made non-editable.

            5. My Government-verified information populated on the OCBC 360/FRANK/Monthly Savings/Bonus+ Savings/Statement Savings Account Account application form is incorrect. What should I do?

            Government-verified fields are validated by various relevant source public sector agencies. Please contact the relevant public sector agency to update your Government-verified fields if they are incorrect.

            Refer to https://www.singpass.gov.sg/myinfo/intro on the relevant agencies for each of the fields.

            6. What are the benefits of using MyInfo?

            With the use of MyInfo in the online applications, you can enjoy the following benefits:

            • Open your account instantly and faster form filling for 360/FRANK/Monthly Savings/Bonus+ Savings/Statement Savings Account application
            • No supporting documents such as NRIC copy are required

            7. Where do I register for MyInfo?

            With effect from end 2017, all SingPass users will receive a MyInfo profile. You no longer need to create a profile before using MyInfo to apply for a bank account.

          • Applying for account using MyInfo

            1. What are the benefits of using MyInfo in the online account application?

              Convenience – With the use of MyInfo, the online account application form will be populated with only the required personal data. You are only required to verify the information and complete the account application.

              No supporting documents – you are only required to provide an image of your signature to complete the account application. There’s no need to submit other documents, such as NRIC copy and other identity proofs anymore.

              Instant – receive your account number immediately upon successful completion and approval of your account application.

            2. I want to use MyInfo for the CASA account application, what do I need to do?

              1. Select an account and click on the “Apply online” button.
              2. Select “Use MyInfo”
              3. Login using your SingPass credentials and OTP from SingPass
              4. Provide consent for OCBC to pre-fill your application
              5. Complete the rest of the additional fields on the form
              6. Submit your signature image (Image should not exceed 2MB for .jpg or .png format or 50KB for .pdf format).
              7. On the acknowledgement screen, you will see your account number when your account is opened successfully.
            3. What happens after my account is opened?

              We will send you a letter with details of your account in 3 working days.

              If you are a new customer with OCBC or do not already have OCBC Online Banking, you will receive your OCBC Online Banking access code and PIN within 8 working days.

              If you have applied for a debit card, you will receive the debit card and PIN within 9 working days.

            4. Why are some of the fields retrieved from MyInfo non-editable?

              Some of your personal data fields have been validated by the relevant government agencies. As any changes would have to be re-validated by the relevant source agencies, such fields have been made non-editable.

            5. I have used MyInfo, but I do not get an account number upon completion

              Your account will be opened instantly when all checks are completed successfully. If you have submitted your application, we will update you within 3 working days on the status of your application.

          • General information about OCBC remote online account opening

            1. What is openaccount.ocbc.com?

              Openaccount.ocbc.com is an online remote current account and savings account opening capability. Customers can apply for an account online, without visiting any OCBC branch.

            2. Who can use the openaccount.ocbc.com?

              All Singaporeans and Permanent Residents can use the remote online account opening capability. Please ensure that you meet the minimum age criteria for the product application (e.g. the minimum age for the 360 Account is 18 years old).

            3. How do I use the online remote account opening capability?

              To open an account online, select the account you wish to apply for and click on the "Apply online" button application.This is accessible via a desktop web browser or a mobile browser.

              To enable a simpler, faster and instant account opening, we have integrated MyInfo to pull your personal data from the MyInfo database to fill out the online application upon your consent.

            4. What products can I apply online?

              Currently, we only offer the OCBC 360/FRANK/Monthly Savings/Bonus+ Savings/Statement Savings Account for remote online account opening. We are working to make more products available for online application.

            5. If I have an existing relationship with OCBC, can I still use the remote online account opening capability?

              The remote online account opening capability is open to all customers, even if you have an existing relationship with the bank. This is currently available to Singaporeans and Permanent Residents only.

            6. What is the difference between account opening on Internet Banking and the remote online account opening via openaccount.ocbc.com?

              Account opening on both OCBC Internet Banking and openaccount.ocbc.com are similar.

              Account opening on Internet Banking is only applicable to existing OCBC bank customers with internet banking access and a valid referencing OCBC bank account.

              Account opening on openaccount.ocbc.com lets existing and new customers apply for an account online (for Singaporeans and Permanent Residents).