Section 1 What is DBS iBanking?

Q1: What is DBS iBanking?

A1: DBS iBanking is a one-stop online banking service provided by DBS Bank (Hong Kong) Limited that allows you to access your bank accounts and perform various transactions at any time and from anywhere. For a comprehensive list, please see question 5 below.

Q2: Who is the supervisory authority of DBS Bank (Hong Kong) Limited?

A2: DBS Bank (Hong Kong) Limited is a wholly owned subsidiary of DBS Bank Ltd. and is regulated by the Hong Kong Monetary Authority (HKMA). DBS will follow and comply with the regulations and guidelines defined by HKMA.

Q3: Who can register for DBS iBanking?

A3: As long as you are a DBS consumer banking customer, you can register for DBS iBanking. Click here for more details.

Q4: Can I access DBS iBanking overseas?

A4: If you have access to the Internet with a recommended browser, you will be able to access DBS iBanking from almost anywhere in the world.

Q5: What are the services provided through DBS iBanking?

A5: Our key services include:

Account Information Summary
Fund Transfer
Payment Services
Credit Card Services
Investment Services
Time Deposit
Guide to Application Forms
Perform Service Request
Customer Service

For more details, please refer to our User Guide.

Q6: What languages are available for DBS iBanking?

A6: English and Traditional Chinese.

Q7: What are the service hours for DBS iBanking?

A7: DBS iBanking is available 24 hours a day, but some transactions may have specific service hours. Please refer to the service hour table for details.

Q8: Are there any service charges for using DBS iBanking?

A8: DBS iBanking is a free service. Charges will only be levied for designated services. For details, please refer to the Bank Charges Schedule.

Q9: Are there any special promotional offers for using DBS iBanking?

A9: DBS has promotional offers from time to time. You may check here for the latest ones.

Section 2 How can I get started on DBS iBanking?

Q1: How can I apply/register for DBS iBanking service?

A1: DBS consumer banking customers can apply/register for the service in one of the following ways:

(a)

Get ready your:
- ATM card number and ATM PIN, or
- Credit Card number and Card Expiry Date, or
- Cashline Card number and Card Expiry Date
Go to DBS iBanking / DBS digibank login page and click "Register" to register for the service
Start using DBS iBanking / DBS digibank service as soon as your registration is completed

(b)	Apply at a DBS branch: Complete the DBS iBanking Application Form and return it to any of our branches Please click the "Register" button on the DBS iBanking login page on the next business day and then use the Initial Username or Secure Device^{^} to activate your iBanking service.

^ If you have a registered Secure Device, you can use it for authentication. Please follow the instructions to proceed.

Important Note:
If you are a joint name account customer, please visit any of our branches and apply for DBS iBanking service.

Visit Online Demo for more details.

Q2: How soon will I be able to use DBS iBanking?

A2: Online registration is the fastest and most convenient way to apply for the service. You may enjoy DBS iBanking service instantly after completing the registration.

Applying at a DBS branch takes 2-3 business days to activate the service.

Q3: Can I register for DBS iBanking without a DBS account?

A3: No. You must have a valid account with DBS Bank (Hong Kong) Limited before you can register for DBS iBanking.

You do not need DBS iBanking service if you only want to apply for DBS Treasures or other accounts, credit card, personal loan and insurance services online.

Q4: Can I manage my single-name and joint-name accounts through DBS iBanking?

A4:

	Single-name account	Joint-name account (joint signatures not required)	Joint-name account (joint signatures required)
Manageable through DBS iBanking?	Yes	Yes	No

Joint deposit accounts and investment accounts that do not require joint signatures are automatically added to your DBS iBanking profiles.

Mortgage loan accounts (including both single and joint-borrowers accounts) are automatically added to the borrower’s DBS iBanking profiles after loan drawdown. To add other joint-name accounts to your DBS iBanking profile, please complete the DBS iBanking Application Form and return it to any of our branches.

Q5: Do I have the option of temporarily suspending iBanking and resuming it at a later date?

A5: Yes, you can complete the DBS iBanking Service Request Form and return it to any of our branches to temporarily suspend your DBS iBanking account.

If you want to resume the service afterwards, simply submit the same Service Request Form.

Section 3 Online Registration for DBS iBanking

Q1: How do I register online for DBS iBanking?

A1: You can register by following the steps below:

Visit our DBS iBanking / DBS digibank login page and click on "Register"
Enter your personal information for identity verification. Read and accept the Terms and Conditions
Enter the required credentials for authentication
Set your username and password, confirm your registered mobile phone number and enter your email address
An SMS One Time Password (OTP) will be sent to your registered mobile phone number. Verify the details shown on the page and enter the OTP to complete the registration

Visit Online Demo for more details.

Q2: What if I disagree with the Terms and Conditions or Data Policy Notice?

A2: You will not be able to register. A message will pop up asking you to click "OK" to terminate your registration or "Cancel" to accept and continue with your registration.

Q3: For online registration, do I need all three cards (an ATM card, Cashline card and credit card) to complete the application?

A3: You only need one card, which can be any one of those. However, if you have a single-name DBS bank account, you are required to provide your ATM card number.

Important Note:
If you have a bank account but not an ATM card, or your ATM card is not a single-name ATM card, please register by visiting any of our branches and completing the DBS iBanking Application Form.

Q4: I do not have a HKID card. Can I still register for DBS iBanking online?

A4: If you possess a DBS ATM card, credit card or a DBS Cashline card, you can simply enter a valid passport number for identity verification in the online registration process.

Q5: I want to adjust some of my daily online transaction limits but I am not allowed to do so during the online registration process. Can I make these changes later?

A5: Yes. You can always adjust these limits through "Manage Transaction Limit" under "Preferences" after logging on to iBanking.

Q6: Do I have to register my mobile phone number during online registration?

A6: Yes. You are required to register your mobile phone number for receiving One Time Password (OTP). Depending on your security setting, you may be asked to enter an OTP when you log in to DBS iBanking / DBS digibank or perform designated transactions.

Q7: Should I restart my online registration for DBS iBanking if my session times out?

A7: If you leave your PC idle for a period of time, a message will pop up prompting you to continue with your registration. If no response is received within a set period of time, the system will automatically terminate the registration to prevent unauthorised access. You will need to restart the registration to complete the application.

Q8: How can I know if my online registration is successful?

A8: There is a reference number associated with every successful online registration.

Section 4 How do I log on to DBS iBanking?

Q1: How do I activate my DBS iBanking account after submitting an application form at a branch?

A1: You can register by following the steps below:

Visit our DBS iBanking / DBS digibank login page and click on "Register"
Enter your personal information for identity verification. Read and accept the Terms and Conditions
Enter the Initial Username or use the Secure Device for authentication*
Set your username and password, confirm your registered mobile phone number and enter your email address
An SMS One Time Password (OTP) will be sent to your registered mobile phone number. Verify the details shown on the page and enter the SMS OTP provided to complete the activation

* If you have a registered Secure Device, you can use it for authentication. Please follow the instructions to proceed.

Q2: How do I log in to DBS iBanking?

A2: Simply visit the DBS website at http://www.dbs.com.hk, click “Login” in the top right-hand corner of the webpage. Login with your unique username and password.

Important Note:

The username and password combination is unique to each user.
Your username must be alphanumeric (8 to 12 characters).
Your password must consist of 8 to 30 characters with a combination of uppercase letters, lowercase letters and numbers.

Q3: Can I change my system-generated DBS iBanking username and password?

A3: Yes. When you activate the DBS iBanking services, you will be asked to change your username and password in order to proceed with the service.

You are strongly recommended to change your password regularly for better protection of your account. You can change your password online via the "Preferences" section.

Q4: What should I do if I have forgotten my DBS iBanking username?

A4: You can retrieve your username via DBS iBanking. Please click Forgot " Username" on the login page to retrieve username.

Get ready your:

ATM Card number and ATM PIN, or
Credit Card number and Card Expiry Date, or
Cashline Card number and Card Expiry Date, or
Secure Device

You may also contact our 24-hour Customer Service Hotline at (852) 2290 8888 or complete and return the DBS iBanking Service Request Form to any of our branches to retrieve your username.

Q5: What should I do if I have forgotten my DBS iBanking password?

A5: You can reset your password via DBS iBanking. Please click Forgot " Password" on the login page to reset it.

Get ready your:

ATM Card number and ATM PIN, or
Credit Card number and Card Expiry Date, or
Cashline Card number and Card Expiry Date, or
Secure Device

You may also complete and return the DBS iBanking Service Request Form to any of our branches to reset your password.

Section 5 What is a One Time Password (OTP)?

Q1: What is a One Time Password (OTP)?

A1: An OTP is a security feature in DBS iBanking, a password sent by us to your registered mobile phone number via Short Message Service (SMS). An OTP is required when you perform designated transactions through DBS iBanking.

Important Note:
The SMS will not be forwarded to any other mobile phone numbers, even if you have signed up for SMS forwarding with a Hong Kong telecommunication service provider.

Q2: Why do I need an OTP to access DBS iBanking? What are the benefits?

A2: OTP further improves the security of DBS by providing additional password authentication. On top of your username and password, you will need to key in this additional password (OTP) when performing designated online transactions through online banking.

The introduction of the OTP means a dual password authentication is required. This is a stronger means of customer authentication as it relies on:

information you know (that is your username and password) and
information the bank provides to you (that is the SMS-based OTP)

Q3: What designated services require an OTP?

A3: With the implementation of the Secure Device, depending on the services you need, you are required to use SMS OTPs and/or the Secure Device to authenticate your transactions.

Please click here for more information.

Q4: How can I register my mobile phone number to receive OTPs?

A4: You may follow these steps:

(a)

We will ask you to register your mobile phone number for receiving OTPs when you register for DBS iBanking services
An SMS OTP will be sent to your registered mobile phone number. You will be required to enter the SMS OTP for verification. Alternatively, if you are a DBS account customer and update your mobile phone number, we will send you a Security Code by registered mail to verify the mobile phone number
Once you have received the Security Code, simply log in to DBS iBanking and enter the code to complete the mobile phone number registration

(b)	Register at a DBS branch: complete the DBS iBanking Application Form and return it to any of our branches to register your number.

Q5: What should I do if I have lost my Security Code or it has expired?

A5: Please visit any of our branches in Hong Kong and submit the completed DBS iBanking Application Form to register your number.

Q6: What is a Security Code?

A6: It verifies the mobile phone number you choose to receive OTPs. Once you receive the Security Code, simply log on to DBS iBanking and enter the code to complete the verification.

Q7: How can I obtain my Security Code?

A7: The Security Code will be sent to you by SMS. If the mobile phone number you provided is not in the Bank's records, you will receive your Security Code through registered mail instead.

Q8: How can I update my mobile phone number for the purpose of receiving OTPs?

A8: You may update the mobile phone number through DBS iBanking, select “Update Personal Details“ under “Preferences”. Alternatively, you can complete the DBS iBanking Application Form and return it to any of our branches.

Q9: Are all mobile phones capable of receiving OTPs?

A9: All SMS-enabled mobile phones or devices can receive OTPs.

Q10: Can I receive an OTP if I am overseas?

A10: If you are overseas or using overseas mobile service providers, the service provider may not support receipt of international SMS. Please consult your service provider and/or hardware supplier for details.

Q11: Are there any service charges for using the OTP service?

A11: The OTP service is free if you receive an OTP via SMS in Hong Kong. If you are overseas or using overseas telecommunication service providers, your service provider may levy charges. Please consult your service provider for details.

Q12: When does the OTP expire?

A12: The OTP expires 100 seconds after it is issued. If you are not able to enter the OTP and log on to DBS iBanking before it expires, you can click on "Request a new OTP" on the OTP input page.

If you are not able to confirm the transaction before the OTP expires, you can request a new OTP at the OTP authorisation page, and then enter the new OTP to confirm that transaction again.

Q13: What should I do if I lose my mobile phone?

A12: You should contact our Customer Service Hotline at 2290 8888 (press 6 and then 1 after language selection) immediately to deactivate your OTP service.

Section 6 Internet Securities Trading

General FAQ

Q1: What should I do if the DBS iBanking securities trading service is not responding?

A1: You can still place orders using the following alternative trading channels:

Automated channels:

The Automated Phone Banking Services Hotline at (852) 2290 8888 (press 3 then 1 after language selection)

Manned securities trading hotlines:

The Securities Trading Express Hotline at (852) 2290 8833
The Manned Customer Service Hotline at (852) 2961 2338 for DBS Treasures customers
The Phone Banking Services Hotline at (852) 2290 8888 (press 3 then 2 after language selection) for other customers

For any other enquiries, call our Customer Service Hotline at (852) 2290 8888 (press 3 then 8 after language selection).

Q1: Can I operate my securities account for trade via the Internet when I am not in Hong Kong?

A1: Yes, provided that you are already signed up for Internet securities trading services with DBS. You will be subject to the laws of that jurisdiction and are solely responsible for ensuring that all transactions you perform are in compliance with those laws.

Q2: How do I open a securities account with DBS?

A2: You can open a securities account through DBS iBanking or by visiting one of our branches.

Q3: What are the required supporting documents to open a securities account?

A3: To open a personal securities account with DBS, you will need to provide the following supporting documents:

A copy of an identifying document from Hong Kong (e.g. Hong Kong ID card, passport, etc.)
Proof of your home address (e.g. utility bills, Tax Assessment Note, Government Rates Demand Note)
Written consent from your employer if your employer is a registered person with the Securities and Futures Commission of Hong Kong (HKSFC)

Q4: What steps are involved in opening a securities account online?

A4: Before applying for a securities account, you are required to complete a Financial Needs Analysis (please see Section 8 - Financial Needs Analysis). After doing so, follow these steps:

Accept the Investment Products Consolidated Terms and Conditions
Accept the Risk Disclosure Statements
Make the Customer Declarations and Undertakings
Fill in your details as applicant
Submit the application

The account will be activated the next working day after your application is successfully submitted. (If submitted on a non-working day or later than 2:30 p.m. on a working day, the securities account will be effective within 2 working days after the day of application.)

Q5: Why was I not able to submit an application to open a securities account through DBS iBanking?

A5: This service is only available to holders of a valid HKID or passport and a HKD Save & Cheque Account in their name only, who registered for DBS iBanking and have no existing securities accounts with our Bank.

We also do not currently accept online applications for securities accounts from the following:

Employees or directors of a Licensed Corporation or Registered Institution under the Securities and Futures Ordinance
Residents or citizens of the United States of America

Q6: Do I need to make any initial deposit to open a securities account?

A6: No. An initial deposit is not required.

Q1: What can I trade through DBS iBanking?

A1: You can trade stocks and warrants listed on the Hong Kong Stock Exchange via the Internet. To trade GEM stocks, you must first complete and sign additional documents.

Q2: What are the trading hours and can I place orders outside trading hours?

A2: The trading hours for securities listed on the Hong Kong Stock Exchange (SEHK) are as follows*:

Pre-opening Session (POS):

9:00 a.m. to 9:30 a.m.

Continuous Trading Session:

Normal Day Trading – 9:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:00 p.m.
Half-Day Trading – 9:30 a.m. to 12:00 p.m.

Closing Auction Session (CAS):

Normal Day Trading – 4:00 p.m. to 4:10 p.m.
Half-Day Trading – 12:00 p.m. to 12:10 p.m.

Trading is closed on Saturdays, Sundays and all Hong Kong public holidays.

* Subject to the trading arrangements approved by the SEHK or typhoon trading suspension arrangements.

You can place new orders, amend an order or cancel an order during the following service hours:

Order Type	Instruction	Service Hours (Normal Day Trading)	Service Hours (Half-Day Trading)
At-auction Limit Order	Place Order	24 Hours (except 9:22 a.m. - 4:00 p.m.)	24 Hours (except 9:22 a.m. - 12:00 p.m.)
	Amend order	24 Hours (except 9:15 a.m. - 9:30 a.m.)	24 Hours (except 9:15 a.m. - 9:30 a.m.)
	Cancel order	24 Hours (except 9:15 a.m. - 9:30 a.m.)	24 Hours (except 9:15 a.m. - 9:30 a.m.)
Enhanced Limit Order / Stop Loss Order	Place Order	24 Hours (except 4:00 p.m. – 4:10 p.m.)	24 Hours (except 12:00 p.m. – 12:10 p.m.)
	Amend order (for Enhanced Limit Order only)
	Cancel order
Market Order	Place Order	9:30 a.m. - 12:00 p.m. & 1:00 p.m. - 4:00 p.m. (morning session & afternoon session)	9:30 a.m. - 12:00 p.m.

Any unfilled At-auction Limit Order with an input price not deviating 9 or more times from the prevailing nominal price will be converted to a Limit Order at the input price and will be carried forward to the next Continuous Trading Session.
Enhanced Limit Orders and Stop Loss Orders submitted before 9:30 a.m. or between 12:00 p.m. and 1:00 p.m. will be handled after the Continuous Trading Session opens. For Enhanced Limit Order amendments, our system will process your instruction on a first come, first served basis on the same order.
The "Good-till-date" function is available for "At-auction Limit Order", "Enhanced Limit Order" and "Stop Loss Order" only.
During POS, order amendment or cancellation for At-auction Limit Order will be only accepted from 9:00 a.m. – 9:15 a.m. in the Normal Day Trading and the Half-Day Trading.
9:20 a.m. – 9:22 a.m. in the Normal Day Trading and the Half-Day Trading is the Random Matching Period, the order matching will take place randomly within two minutes.
During CAS, order amendment or cancellation for At-auction Limit Order will be only accepted from 4:01 p.m. – 4:06 p.m. in the Normal Day Trading and 12:01 p.m. – 12:06 p.m. in the Half-Day Trading.
4:08 p.m. – 4:10 p.m. in the Normal Day Trading and 12:08 p.m. – 12:10 p.m. in the Half-Day Trading is the Random Closing Period, the market closes randomly within two minutes.

Q3: What order types are available for trading?

A3: You can place an "Enhanced Limit Order", "Stop Loss Order", "Market Order" or "At-auction Limit Order" via DBS iBanking.

Q4: What is an Enhanced Limit Order (ELO)?

A4: An ELO allows matching of up to ten price queues at a time. An ELO's ask order price can be entered at 9 spreads lower than the current bid, or the bid order price can be entered at 9 spreads higher than the current ask price. Any unfilled ELO will be stored in the system as a normal Limit Order at the input order price for queuing.

Q5: Under what circumstances will an Enhanced Limit Order (ELO) be converted into a Limit Order (LO)*?

A5: If your ELO cannot be fully executed, the unexecuted quantity of the ELO after matching will automatically be converted to an LO (an order that allows you to set a maximum price for a buy order or a minimum price for a sell order as the order price). The LO will be stored in the system at the input order price for queuing until the market closes. The aforementioned order will remains an LO despite any subsequent amendment.

Q6: What is a Market Order (MO)?

A6: A MO helps customers buy or sell stocks at the prevailing market price immediately without setting a limit price. This order will be placed at the prevailing market price by default.

The filled price may deviate considerably from the expected price at time of placing such order. The order processing time required will depend on the prevailing market situation and the number of orders that need to be processed. The possible delay in order processing could incur great loss, and you are advised to enquire the order status after placing the order.

A MO will be sent to the market in the form of Special Limit Order during continuous trading session. The order price will be set as the prevailing best bid price (for sell orders) / ask price (for buy orders) for matching at the time of order submission by you. Any unexecuted unfilled quantity of the order after matching will be cancelled immediately. Under a fluctuating market, the order may be rejected or unexecuted unfilled if (but without limitation to) the prevailing best bid price goes down (for sell orders) / ask price goes up (for buy orders) before the order is sent to the exchange successfully leading to unmatched orders and hence immediate order cancelation (due to feature of Special Limit Order).

The below example illustrates the details of a "buy" market order for a particular stock:

The price queue of the stock in 15 spreads are shown below:

Ask Price	Quantity
1.01	6K
1.02	1K
1.03	1K
1.04	2K
1.05	2K
1.06	2K
1.07	1K
1.08	0
1.09	1K
1.10	1K
1.11	1K
1.12	9K
1.13	0
1.14	0
1.15	12K

Nominal Price = 1.01

Market Order Spread = 10 spreads; the Upper Limit Price = Nominal Price + 10 spreads = 1.11

Quantity = 20K

Orders sent to the market:

Order Details	Executed Quantity (Price)	Rejected Quantity	Total Executed Quantity
1. Buy 20K at 1.11*	6K (1.01) 1K (1.02) 1K (1.03) 2K (1.04) 2K (1.05)	8K	12K
2. Buy 8K at 1.11*	2K (1.06) 1K (1.07) 1K (1.09) 1K (1.10) 1K (1.11)	2K	18K

* Remarks: orders will be sent to the market in the form of a Special Limit Order.

The order is closed with a partially executed status (with a total executed quantity of 18K) and the outstanding quantity of 2K will automatically be cancelled. That means a market order will be executed for the largest quantity possible until reaching the limit price (i.e. 1.11) and the outstanding unexecuted quantity will automatically be cancelled.

Q7: What is an At-auction Limit Order (ALO)?

A7: You can place an ALO during the Pre-opening Session and CAS, with a specified price. It may be matched in price and time priority at the final Indicative Equilibrium Price (IEP)* and Indicative Equilibrium Volume (IEV)**.

In the pre-opening session, unfilled ALOs with an input price not deviating 9 times or more from the prevailing nominal price will be converted to Limit Orders at the input price and will be carried forward to the next Continuous Trading Session. Unfilled ALOs will be automatically carried forward to CAS if the order price is within the permissible price limit determined by SEHK.

* IEP is the price at which the maximum number of shares can be traded if matching occurs. It will be re-calculated every time a new order is entered to AMS/3. The final IEP is determined by the SEHK.

** IEV is the number of shares that can be matched at the IEP. It will be re-calculated every time when a new order is entered to AMS/3 until the end of auction trading session.

Q8: What is a Stop Loss Order (SLO)?

A8: A SLO helps minimize the loss in a volatile market. Basically it is a sell order with a pre-set selling price range ,i.e. the Stop Loss Price and the Lowest Selling Price, for the stocks you designate. Once the current nominal price of the stocks hits your pre-set Stop Loss Price, your sell order will be placed to the market at the prevailing market price (i.e. sell order is triggered). The Bank will try to process your order but does NOT guarantee that the order will be filled, due to fluctuations in stock price, insufficient market liquidity, system failure or events beyond the control of the Bank. The order may be fully filled, partially filled or unfilled. The filled price may also be HIGHER THAN, EQUAL TO OR LOWER THAN your pre-set Stop Loss Price, but will NOT be LOWER THAN the Lowest Selling Price. Whether it is partially or wholly executed, a Stop Loss Order will lapse upon expiry of the trading day on which it was triggered; it will not be carried forward to next trading day, even if a Good-till date was set.

Q9: What if the Stop Loss Order (SLO) cannot be executed at the pre-defined Lowest Selling Price?

A9: If the order is not filled even at the Lowest Selling Price, such SLO will be converted to an Enhanced Limit Order at the Lowest Selling Price and will be placed to the market for queuing. This Enhanced Limit Order will lapse upon expiry of the trading day whether it is partially or wholly unexecuted on that trading day, and it will not be carried forward to the next trading day.

Q10: What range for Stop Loss Price and Lowest Selling Price is acceptable to the Bank?

A10: Our Bank only accepts a Stop Loss Price set within the range of 11 spreads and 50 spreads (the Bank reserves the right to change the acceptable range for Stop Loss Price without notice) below the current Nominal Price but it must not be lower than HKD0.01. The Lowest Selling Price can be Lower Than or Equal To the Stop Loss Price but it cannot be lower than HKD0.01. We also do not accept any SLO if the current nominal price of such stock is lower than HKD0.02.

Q11: How does a Stop Loss Order work?

A11: Please see the illustration below:

Q12: Can I amend a Stop Loss Order (SLO)?

A12: A SLO cannot be amended. However, if a SLO is still pending for execution, you can cancel the order first. After the order is cancelled, you can place a new order again. Only outstanding SLO can be cancelled.

Q13: Under what circumstances will an order placed via DBS iBanking be rejected?

A13: Your order could be rejected under any of the following circumstances (for illustration only and not exhaustive):

You do not have sufficient funds for your buy order
You do not hold the stock or you have insufficient stocks for your sell order
The buy/sell stock price is 100 spreads above or below the market price for ELO and 20 spreads above or below the market price for ALO
Your order quantity is greater than 3,000 board lots
The order you want to amend or cancel has been filled
Your amended buy/sell order price is 100 spreads above or below the market price for ELO (except for orders that have already been submitted to the SEHK and amended buy/sell orders with a price 20 spreads above or below the market price) and 20 spreads above or below for ALO
Your order price or amended order price is not valid depending on the prevailing market situation
Your order amendment is the same as the original order
The stock has been suspended
The stock you selected has been delisted
Any other reason for rejection provided by the SEHK
The system has encountered technical problems - such as outages, glitches and other delays

Q14: How shall I know whether my instruction has been received?

A14: After you enter and confirm your instruction details, a reference number will be given to you for your instruction. This acknowledges the Bank's receipt of your instruction, and is not a guarantee that your instruction will be processed or executed in the market. Your instruction may be rejected or not executed due to fluctuations in stock price, insufficient market liquidity, system delay/failure or any other event beyond the control of the Bank.

You can check the status of your instruction under "Invest" > "Trade Securities" > "Main" > "Order Status".

As the initial order remains in the market awaiting processing until the amendment order or cancellation order is processed, the amendment order or cancellation order may not be transacted or processed. Please check your order status under "Invest" > "Trade Securities" > "Main" > "Order Status".

Q15: Under what circumstances will a Market Order be rejected by the market?

A15: Since the upper limit price of a Market Order can only be set within 10 spreads below or above the prevailing bid/ask price respectively at the time of execution, the order may be rejected or unexecuted if the market price fluctuates beyond the said price spreads (i.e. 10 spreads).

Q16: After I placed an order via an automated channel, I did not receive an order reference number. What can I do?

A16: You can check the order status via DBS iBanking (under "Invest" > "Trade Securities" > "Main" > "Order Status"), or by calling our Phone Banking Services Hotline at 2290 8888 (press 3 after language selection). To avoid placement of duplicated order(s), please do not place another order until your previous order has been confirmed to be invalid.

For order status enquiry details, please refer to Q12.

Q17: How can I check my order status and what is its meaning?

A17: You can check your order status via:

DBS iBanking under "Invest" > "Trade Securities" > "Main" > "Order Status"; or
Phone Banking Services Hotlines:
- Manned Customer Service Hotline at (852) 2961 2338 for TPB customers; or
- Phone Banking Services Hotline at (852) 2290 8888 for other customers

The meaning of the order status is summarised below for easy reference:

Order Status	Details
Pending	Your instruction is received but not yet sent to the market. If your instruction cannot be sent to the market or accepted by the market after it opens, the status will change to 'Rejected'. You can check 'Order Status' and register for 'Securities Order Confirmation' to obtain the latest status of your order.
Queuing (from 09:00 a.m. until the market opens on a trading day)	Your instruction is received but is pending. The status will change to 'Rejected' if your instruction cannot be sent to the market or accepted by the market after it opens. You can check 'Order Status' and register for 'Securities Order Confirmation' to obtain the latest status of your order.
Queuing (after the market opens on a trading day)	Your instruction has been sent to the market for queuing. You can check 'Order Status' and register for 'Securities Order Confirmation' to obtain the latest status of your order. For an amendment order or cancellation order, your instruction may not be processed in the market. You can check ‘Order Status' and register for 'Securities Order Confirmation' to obtain the latest status of your order/instruction.
Executed	The order has been executed according to your instruction.
Partially Executed	Your order has been executed partially and the unexecuted quantity will be stored in the system for queuing until the market closes. If the order cannot be fully executed by the time of market closes, the unexecuted quantity will be cancelled. The status of such an order will then be changed to 'Executed'.
Cancelled	The order has been successfully cancelled according to your instruction or automatically cancelled at the end of the day when the market closes.
Rejected (placing new order)	Your instruction has been rejected as it cannot be sent to or accepted by the market. You can check "Order Status" and register for "Securities Order Confirmation" to obtain the latest status of your order. You can place a new order if you wish.
Rejected (amending order/canceling order)	Your instruction has been rejected, as it cannot be sent to or accepted by the market. You can check "Order Status" and register for "Securities Order Confirmation" to obtain the latest status of your order.

Q18: If my order has only been partially filled, will the system fulfil my remaining quantity on the next business day?

A18: No. The remaining order quantity will be automatically cancelled at day's end when the market closes.

Q19: How long will my orders stay valid during the trading day?

A19: If your order is placed during trading hours and accepted by the SEHK, the order will be valid until the market closes on that trading day. However, if your order is rejected by the SEHK after its submission, the order will be invalid immediately upon such rejection and will not be re-submitted to the SEHK again.

You can also set your order expiry date from the list of dates provided under the "Good-till-date" function on the order placement page. Orders within the spreads prescribed by the Bank for the relevant current market bid/offer prices will be sent to the SEHK for queuing during the specified order period until the end of the order expiry date unless such orders are cancelled by you.

Q20: I have cancelled the order via an automated channel and got the message "The instruction has been accepted". Why was the order still executed?

A20: It takes time for your instructions to route to the Hong Kong Stock Exchange. Your orders may have already been executed before the cancellation instruction could take effect.

Q21: What fees, levies, etc., will I be charged for trading?

A21: Please refer to our Bank's Fee Schedule via www.dbs.com.hk under "Rates/Fees" > "Bank Charges".

Q22: Can I sell shares that were bought on the same trading day?

A22: Yes. You can do so as long as the buying and selling was done through us.

Q23: Can I use the fund receivable from the stocks I sold to buy a new stock before the sold stocks settles on T+2* day?

A23: Yes. Our system will first hold the amount required for your new buy order from the receivable funds of your sell order (before the stocks settle on T+2 day). If the amount of your buy order is larger than the amount of the receivable funds, the remaining balance will be held from your account to be debited according to your instruction. On T+2 day, the amount required for your buy order will be deducted from your settlement account and the remaining balance, if applicable, will be debited from the account you indicated.

* Participants of the Hong Kong Stock Exchange are required to settle with the Central Clearing and Settlement System (CCASS) all transactions concluded through AMS/3 before 3:45 p.m. on the second Settlement Day following T-day (the transaction day). This day is known as T+2.

Q24: Will funds be withheld from my settlement account once my buy order is placed?

A24: Yes. The required funds will be withheld from your settlement.

If you place an order within any of the below time periods, we will withhold the required funds from your settlement account on the commencement of the next business day. However, if you do not have sufficient fund in your settlement account on the next business day, your order will be rejected.

Monday to Saturday and Unexpected Holidays	9:00 p.m. - 7:00 a.m.
Sunday and Public Holiday	Full day

Q25: How can I check the available balance of my settlement account (i.e. Current Account) and the amount of receivable funds from the stocks I sold (before settlement on T+2 DAY)?

A25: You can check these amounts under "Invest" > "Trade Securities" > "Main" > "Place Order" > "Quick Fund Transfer" of DBS iBanking.

Q26: Can I place an odd lot/special lot order via an automated channel? What is the brokerage charge for placing odd lot or special lot?

A26: No. You can only place odd lot or special lot orders via our manned securities trading hotlines.

For brokerage charges, please refer to our Bank's Fee Schedule via www.dbs.com.hk under "Rates/Fees" > "Bank Charges" ("Brokerage Commission" under "Investment Services – Securities").

Q27: What is short selling? Can I short-sell with DBS?

A27: Short selling means selling shares that you do not own. In compliance with Hong Kong regulatory requirements, the Bank does not allow short selling .

Q28: Can I trade with a joint securities account via DBS iBanking?

A28: You can trade with your joint securities account via DBS iBanking by adding your joint account(s) to your DBS iBanking profile. To do so, please submit the completed DBS iBanking Application Form to a DBS branch.

Q1: What is Dual Tranche, Dual Counter (DTDC) Model?

A1: The DTDC model allows offering and listing of two tranches of shares by the same issuer in different trading currencies (i.e. HKD and CNY). Both of the tranches, under the same class, will be traded on the Hong Kong Stock Exchange in HKD and RMB counters respectively. A stockholder who holds shares in one counter can transfer the shares to another counter.

Q2: Under the DTDC mechanism, how do I distinguish between the two counters of shares of the same company? Is there any difference between their stock codes?

The HKD counter shares use a 5-digit stock code starting with "0".

The RMB counter shares use a 5-digit stock code starting with "8".

The last four digits of the two stock codes will be the same.

Q3: What do I need in order to trade DTDC stocks?

A3: You are required to have a packaged account, a securities account and a Renminbi savings account. Please note that no relevant trading order will be processed if there is an insufficient amount of CNY in the Renminbi savings account.

Q4: If I am holding HKD counter shares, when can I sell them in the RMB counter?

A4: You can sell them in the RMB counter at any time, without having to wait for days to transfer the shares to the other counter beforehand.

Q5: Can I buy HKD counter shares and then sell them in the RMB counter immediately?

A5: Yes, after you have purchased the HKD counter shares, you can sell them in the RMB counter immediately.

Q6: How can I conduct cross-counter trading of shares?

A6: You can perform the transaction either through our manned channel or automated channels. Please make yourself ready with the relevant stock codes and choose the currency to settle the transaction.

Q7: Can I buy RMB-traded shares using HKD funds?

A7: No, you have to do an FX transfer to your Renminbi savings account first before purchasing RMB shares.

Q8: What are the charges for transferring HKD-traded shares to RMB-traded shares or vice versa?

A8: HKD30 for each counter transfer.

Q9: Will the daily exchange limit for RMB still apply to DTDC?

A9: The daily exchange limit of CNY20,000 will not apply to DTDC.

Q10: In which currency will I receive dividends?

A10: It depends on the dividend policy of the issuer.

Q1: What types of information can be obtained in 'Market Information'?

A1: You can access major indices, real-time detailed quotes, top movers, research, market news and announcements, warrants and IPO information. The service is free of charge and best viewed with below browsers:

i) For Microsoft Windows:

- Internet Explorer 8.0

- Firefox 11

- Chrome 23

ii) For Apple Mac OS:

- Safari 5

Q2: Is there any charge for the real-time snapshot quotes service?

A2: The real-time snapshot quotes service is free-of-charge until further notice.

Q3: How does the quote counter work? For example, when the quote counter reads "0 / 1000", what does it represent?

A3: The first figure ("0") shown in the quote counter indicates the number of real-time snapshot quotes* ('real-time quotes') you have used so far in the current month. This figure will increase by 1 each time a real-time quote is used. "0" means you have not used any real-time quotes so far in the current month.

The second figure ("1,000") is the total number of the free real-time quotes you may use in the current month (the "designated number").

This quote counter will be reset at the beginning of each month and the unused free real-time quotes will not be carried forward to the next month. Since the real-time snapshot quotes service is free at the moment, you will not be charged if you have used more than the designated number.

* All real-time quotes used between 9:00 a.m. and 12:15 p.m. and between 1:00 p.m. and 4:15 p.m. on any trading day (for Exchange Traded Funds under the Pilot Programme - from 9:00 a.m. to 4:00 p.m.) will be reflected in the quote counter.

Q4: Why was I not able to access "Market Information" in Securities Trading?

A4: It may have been a faulty web browser setting. For Internet Explorer, please follow the steps below to solve the problem:

1. Select "Tools", then click on "Internet Options"

2. Choose the "Security" tab

3. Select "Internet" in the web content zone and then click on "Custom Level"

4. Select "Enable" in "Navigate sub-frames across different domains", then click on "OK"

Stock Watch FAQ

Q1: What types of information can be obtained in "Stock Watch" and what is the monthly charge for this service?

A1: The service provides the following information:

Streaming real-time quotes with broker queues
HSI with turnover
Most Active Stocks

For the stock watch subscription, a monthly fee of HKD330 will be charged.

Q2: Where does the market data come from?

A2: All of our Hong Kong stock quotes are directly fed by the Hong Kong Exchanges and Clearing Limited while quotes for Hang Seng Index come via the Hang Seng Indexes Company Limited.

Section 7 Investment Fund Trading

Q1: What is an investment fund?

A1: An investment fund is also known as a unit trust or mutual fund, which pools together the resources from individual investors and is managed by professional fund managers. Investors can choose from an array of funds which invest in equities, bonds, currencies and derivatives, etc.

Q2: What should I do if the DBS iBanking investment trading service is not responding?

A2: You can still place orders at any of our branches or call our Customer Service Hotline at 2290 8888 (press 3 after language selection) for enquiries.

Q1: Can I operate my investment fund account for trade via the Internet when I am not in Hong Kong?

A1: Yes, provided that you have already signed up for Internet investment fund trading services with DBS. Please note that you will be subject to the laws and regulations of that jurisdiction and are solely responsible for ensuring that all transactions you perform are in compliance with those laws and regulations.

Q2: How do I open an investment fund account with DBS?

A2: You can open an investment fund account through DBS iBanking or by visiting one of our branches.

Q3: What are the required supporting documents to open an investment fund account?

A3: You will need to provide the following supporting documents:

A copy of an identifying document from Hong Kong (e.g. ID card, passport, etc.)
Proof of your home address (e.g. utility bills, Tax Assessment Note, Government Rates Demand Note)
Written consent from your employer if your employer is a registered person with the Securities and Futures Commission of Hong Kong (HKSFC).

Q4: What steps are involved in opening an investment fund account online?

A4: Before applying for an investment fund account, you are required to complete a Financial Needs Analysis (please see Section 8 - Financial Needs Analysis). After doing so, follow these steps:

Accept the Investment Products Consolidated Terms and Conditions
Accept the Risk Disclosure Statements
Make the Customer Declarations and Undertakings
Fill in your details as applicant
Submit the application

The account will be activated four working days after your application has been successfully submitted.

Q5: Why was I not able to submit an application to open an investment fund account through DBS iBanking?

A5: This service is only available to holders of a Multi-Currency Account in their name only, who registered for DBS iBanking (and had a valid HKID or passport).

We also do not currently accept online applications for investment fund accounts from the following:

Employees or directors of a Licensed Corporation or Registered Institution under the Securities and Futures Ordinance
Residents or citizens of the United States of America

Q6: Do I need to make any initial deposit to open an investment fund account?

A6: No. An initial deposit is not required.

Section 8 Financial Needs Analysis (FNA)

Q1: What is a Financial Needs Analysis (FNA)?

A1: In a Financial Needs Analysis (FNA), the information that you provide determines the investment products and/or insurance products that we shortlist for your consideration.

Q2: Can I conduct the FNA at any time through DBS iBanking?

A2: Yes. An FNA submitted through DBS iBanking will become effective two hours after submission.

Q3: Why can't I complete the FNA through DBS iBanking?

A3: Under certain circumstances (e.g. inadequate education or inability to read and understand English and Chinese), we require applicants to be accompanied by a family member, close relative or friend when conducting an FNA and placing an investment or insurance order. This service is also not applicable to those who hold only credit cards.

For more information about this, please visit one of our branches or call our Customer Service Hotline at 2290 8304 (from 9:00 a.m. - 6:00 p.m. on weekdays, 9:00 a.m. - 1:00 p.m. on Saturdays).

Q4: Can I download a receipt after I have submitted the FNA through DBS iBanking?

A4: Yes. You can download the receipt once your submission is completed.

Section 9 eIPO

Q1: How can I subscribe IPO listed in the Hong Kong market through DBS iBanking?

A1: In order to subscribe IPO listed in Hong Kong market through DBS iBanking with your Wealth Management Securities Account, you must:

open single named Wealth Management Accounts;
have registered DBS iBanking service; and
be a HKID Card holder

Q2: What fees will be charged for eIPO application?

A2: A handling fee will be charged for each application, please refer to our latest Bank Charges Schedule/Fee Schedule and Supplementary Fee Schedule for charges. If you are allotted with the new shares, some other related fees (such as deposit fee) will also be charged for the securities deposit.

Section 10 eStatement / eAdvice Service

Q1: What is eStatement / eAdvice?

A1: They are an electronic version of your statement or advice, which are accessible for viewing, printing and saving through DBS iBanking.

Q2: What types of eStatement / eAdvice can be viewed on DBS iBanking?

A2: The following types of eStatement / eAdvice are available:

Wealth Management Account Consolidated Statement (applicable to DBS Private Bank, DBS Treasures Private Client and DBS Treasures)

Statement will be given by each Wealth Management Account.

Consolidated Statement (applicable to DBS Treasures and DBS Account)

Statement will be given by each customer. It covers all your sole/ joint name deposit / securities / investment / wealth management accounts (linked accounts).

Cashline Revolving Loan Account
Credit Card Account, except Business Card and Manulife Card (with MediPlus)
Wealth Management Account Advice
Securities Trading Services Contract Note

Q3: Is there any charge for using eStatement / eAdvice?

A3: The service is currently free of charge.

Q4: How can I subscribe to eStatement / eAdvice Service or change my settings?

A4: Customers who have registered for DBS iBanking with an email address, and a mobile number to receive One Time Passwords can access the eStatement / eAdvice Service. Once your DBS iBanking account is activated successfully, all eligible eStatements/eAdvice will be subscribed automatically or you may apply/change the setting via DBS iBanking with the following steps (except DBS Private Bank, DBS Treasures Private Clients and DBS Treasures clients with a joint name Wealth Management Account that can be operated by each joint accountholder separately):

Log in to DBS iBanking
From the menu, choose "My Accounts”> “eStatement" and click "Manage eStatement / eAdvice"
Complete the request as instructed to subscribe for the eStatement / eAdvice Service or change the subscription setting.

Besides changing the settings via DBS iBanking, DBS Private Bank, DBS Treasures Private Clients and DBS Treasures clients with Wealth Management Account may also download, complete and submit the DBS iBanking eStatement/eAdvice Service Maintenance Form.

An email and/or SMS (if applicable) notification(s) will be sent to you when your latest eStatement/eAdvice is available.

For DBS Private Bank, DBS Treasures Private Clients and DBS Treasures clients with a joint name Wealth Management Account (joint account that can be operated by each joint accountholder separately):

Add your joint accounts to your iBanking profile by downloading, completing and submitting the DBS iBanking Application Form to us.
The eStatement Service will be made available to you once the joint account(s) has/have been linked to the iBanking profile. All joint account holders can view eStatement via their iBanking account and you will continue to receive paper statements.
Email and/or SMS notifications (if applicable) will be sent to all joint accountholders when the latest eStatement is available.
If you do not wish to receive paper statements and advice, simply download DBS iBanking eStatement/eAdvice Service Maintenance Form, complete and submit it for our processing.

Q5: Will I receive paper-based statements or paper-based advice after subscription to the eStatement / eAdvice Service?

A5: After you subscribe eStatement/eAdvice successfully via iBanking, your eStatement will take effect from the next statement cycle and your eAdvice will take effect on the next Bank business day. If your subscription request for statement/advice is made after 11:30pm (to be confirmed) of your statement cut-off date/Bank business day respectively, the request may take effect from second statement/advice following your subscription.

For DBS Private Bank, DBS Treasures Private Clients and DBS Treasures clients with Wealth Management Account:

You will continue to receive paper statements and advice. If you do not wish to receive paper statements and advice, simply download (DBS iBanking eStatement/eAdvice Service Maintenance Form (For Wealth Management Account)), complete and submit for our processing.

For DBS Treasures and DBS Account customers:

Statements and advice will be sent electronically.

For Cashline Revolving Loan Accounts and Credit Card Accounts customers:

The first statement following your subscription will be sent to you both electronically and by mail. Later statements will be sent electronically only.

Q6: How long will my eStatement / eAdvice be available on DBS iBanking?

A6: You can view up to 84 eStatements issued within the past 7 years, and your eAdvice notes issued in the past 31 days.

Q7: Are there any system requirements for my PC in order to view an eStatement / eAdvice?

A7: Adobe Acrobat Reader is required for viewing, printing and saving the eStatements / eAdvice.

Section 11 Alert Service

Q1: What is Alert Service?

A1: Alert Service provides you with instant notifications of your banking and/or investment activities status. You can choose to be notified by e-mail or Short Messaging Service (SMS) when certain transactions have taken place.

Q2: What types of Alerts are available?

A2: Two types of alerts are available, including:

1.	My Alerts DBS iBanking Alerts Update of Personal Details^ Increase of DBS iBanking Daily Limits^ Funds Transfer to Third Part Accounts^ Bill Payment or e-Bill/e-Donation to Designated Payees^ Funds Transfer to My Account* Bill Payment or e-Bill/ e-Donation* e-Bill/ e-Donation Receipt
2.	Securities Order Confirmation Remarks: ^ This alert is a mandatory alert. No subscription is required and the service cannot be cancelled. * This alert will be sent as an SMS message to your mobile phone when specified criteria are met.

Q3: Is there any charge for using Alert Service?

A3: No, the service is free of charge.

Q4: Does my mobile phone service provider charge for receiving SMS Alerts?

A4: Please check with your mobile phone service provider about the charges for receiving SMS Alerts.

Q5: Why am I not able to receive Alerts?

A5: You may not be able to receive Alerts with one of the following reasons:

You have given an invalid e-mail address.
Your e-mail box is full.
You have given an invalid mobile phone number.

Should you have any enquiries, please call our Customer Service Hotline at 2290 8888 (press 6 and then 1 after language selection).

Q6: Can I choose the language of the e-mail and/or SMS Alerts I receive?

A6: For SMS Alerts: you can choose to receive in either English or Chinese.
For e-mail Alerts: you will receive English/Chinese bilingual alerts.

Q7: How can I start using My Alerts service?

A7: You can subscribe to My Alerts (except the mandatory ones) via DBS iBanking.
To do so:

Choose "Preferences" > "Manage My Alerts" from the menu.
Click on "Subscribe to New Alerts".
Select the alert you would like to subscribe.
Complete the subscription as instructed. Your subscription will take effect immediately.

Q8: How can I change the settings of My Alerts?

A8: You can change the settings of My Alerts (except the mandatory ones) via DBS iBanking.
To do so:

Choose "Preferences" > "Manage My Alerts" from the menu.
Click on "Amend" corresponding to the alert you would like to change.
Input your settings as instructed. Your changes will take effect immediately.

Q9: How can I stop receiving My Alerts?

A9: You can stop My Alerts (except the mandatory ones) via DBS iBanking.
To do so:

Choose "Preferences" > "Manage My Alerts" from the menu.
Click on "Unsubscribe" corresponding to the alert you would like to stop.
Complete the cancellation as instructed. Your cancellation will take effect immediately.

Q10: How can I change the mobile phone number I have registered for receiving My Alerts?

A10: SMS Alerts will only be sent to the mobile phone number you have registered for receiving One Time Passwords (OTPs). To change that number, please login DBS iBanking, choose “Preferences”>”Update Personal Details. Your request will take effect within 3 business days upon our receipt of the completed form. You may also complete the DBS iBanking Application Form and return it to any of our branches in person. Your request will normally be processed within four business days from our receipt of your duly completed form.

Q11: When can I start using Securities Order Confirmation service?

A11: You can set up your Securities Order Confirmation service via DBS iBanking.
To do so:

Choose "Preferences" > "Subscribe for / Change Securities Order Confirmation" from the menu.
Complete the setup as instructed. Your setup will take effect immediately.

Alternatively, you can complete the Alert Service Request Form and return it to any of our branches in person to setup the service. Your request will normally be processed within four business days from our receipt of your duly completed form.

Q12: When will I receive a Securities Order Confirmation?

A12: You will receive a Securities Order Confirmation when:

Your securities trading order has been sent to the market and being executed, amended, cancelled or rejected.
Your order amendment or cancellation is rejected after it has been sent to the market.

Q13: How can I change the settings of the Securities Order Confirmation service?

A13: You can change the settings of the Securities Order Confirmation service via DBS iBanking.
To do so:

Choose "Preferences" > "Subscribe for / Change Securities Order Confirmation" from the menu.
Click on "Amend Securities Order Confirmation".
input your new settings as instructed. Your changes will take effect immediately.

Alternatively, you can complete the Alert Service Request Form and return it to any of our branches in person to change the settings. Your request will normally be processed within four business days from our receipt of your duly completed form.

Q14: How can I stop receiving Securities Order Confirmations?

A14: You can stop your Securities Order Confirmation service via DBS iBanking.
To do so:

Choose "Preferences" > "Subscribe for / Change Securities Order Confirmation" from the menu.
Click on "Unsubscribe from Securities Order Confirmation".
Complete the cancellation as instructed. Your cancellation will take effect immediately.

Alternatively, you can complete the Alert Service Request Form and return it to any of our branches in person to stop the service. Your request will normally be processed within four business days from our receipt of your duly completed form.

Q15: Can I register a foreign mobile phone number to receive Securities Order Confirmations?

A15: Yes.

Q16: Can I register a mobile phone number or an e-mail address different from that of my personal record with the Bank to receive Securities Order Confirmations?

A16: Yes, but it is not recommended. While your mobile phone number for iBanking One-Time Password must be same as the mobile number for Securities Order Confirmation.

Section 12 Internet Access

Q1: Are there any system requirements for my PC in order to use DBS iBanking?

A1: Hardware and software requirements are as shown:

Hardware Requirement	Minimum Requirement
Processor	- Pentium 233MHz
Main Memory	- 128MB RAM
Modem	- 56Kbps

Software Requirement	Minimum Requirement
Operating System	- Microsoft Windows (English or Chinese Version)
Browser	Best viewed with the below browsers: - Chrome 85.x and above - Microsoft edge - Safari 11.x and above - Firefox 85.x and above
Operating System	- Apple Mac OS (English or Chinese Version)
Adobe Reader	Version: 6.X

Q2: What should I do if it takes me a long time to access DBS iBanking?

A2: Firstly, check whether your PC meets the minimum technical requirements. There are numerous factors affecting the speed of Internet access such as the quality of your modem, server capacity, traffic at the time you log on to DBS iBanking, and the quality of your network line. If you encounter slowness only while in DBS iBanking, please contact our customer service team.

Q3: Can I exit DBS iBanking by simply closing the browser window?

A3: To ensure that your account has been completely logged off, we strongly recommend that you click the "Logoff" button at the top right-hand corner to exit iBanking. If you exit the service simply by closing the browser window, you are still technically logged into iBanking and risk being hacked.

Q4: How can I prevent unauthorized persons from accessing my account information through the browser memory?

A4: It is recommended that you clear your browser memory cache, so that your previous records cannot be shown to the next user.
In Internet Explorer 8.0:

Select "Safety" from the Menu bar
Pick "Delete Browsing History…"
Check "Temporary Internet Files" option
Click "Delete" to complete the process

For other browsers, please refer to the browser's Help menu for more information.

Q5: What should I do to avoid storing my password when using a browser?

A5: You can prevent any passwords from being stored by de-activating the "AutoComplete" function in Microsoft Internet Explorer.

Select "Tools" from the Menu bar
Pick "Internet Options" and choose "Content"
Under "Personal Information", click on "AutoComplete"
Uncheck "User names and passwords on forms"
Click on "Clear Passwords"
Click on "OK" to save the changes

For other browsers, please refer to the browser's Help menu for more information.

Q6: What should I do to avoid storing my password when using a browser?

A6: You should check your modem settings or your connection with your Internet Service Provider (ISP) to determine if the problems are ISP-related. Otherwise, please call our 24-hour Customer Service Hotline at 2290 8888 (press 6 and then 1, after selecting language) or contact us.

Section 13 Security

Q1: How can I ensure DBS iBanking is secure to use?

A1: We offer several types of internet security measures to safeguard your personal and account information. Click here for more details.

Q2: What precautions should I take to avoid unauthorized access to my personal accounts through the Internet?

A2: You must keep your passwords highly confidential. Please click here for more information.
You should not leave any computers or terminals unattended after logging on to DBS iBanking.

Q3: How can I best protect my computer from internet viruses?

A3: You should install personal firewall software and anti-virus software, as well as updating the virus detection software regularly.

Q4: How can I detect and handle fraudulent e-mails or websites?

A4: Fraudulent e-mails mislead the recipient into thinking that they are responding to a genuine request, and direct them to a website that looks just like the Bank's. Sensitive account information such as credit card information, usernames and passwords entered on these sites are therefore captured and revealed to the fraudsters.

To verify a website, look for a padlock or key icon in your browser's status bar (bottom) or address bar (top) and double-click it to see if the website's digital certificate is issued to the genuine domain name and has a valid date.

Remember that DBS Bank (Hong Kong) Limited will never ask customers to provide their passwords or verify accounts via email.

Additional Measures:

NEVER reveal your password to anyone.
If you are suspicious about an e-mail, do not reply to it or click on the links in the e-mail. Verify that email was sent by DBS.
Disregard and delete spam, chain or junk e-mails.
Always enter the full URL address www.dbs.com.hk into your browser address bar or use favourites/bookmarks to access DBS iBanking.

Act quickly and contact our 24-hour Customer Service Hotline at 2290 8888 (press 6 and then 1, after selecting language) if you suspect your account, username or password has been compromised.
Please click here for details of your responsibility on security.

Q5: How can I identify any unusual transactions?

A5: We suggest you check your bank balance and statements regularly. If you find any unauthorized transactions, please contact our 24-hour Customer Service Hotline at 2290 8888 (press 6 and then 1, after selecting language) within 90 days.

Section 14 Trouble Shooting

Q1: How do I know if the transactions made through DBS iBanking are properly executed?

A1:

Accepted Transactions
A message reading: "Your transaction has been completed" will be displayed on the screen, and a transaction reference number will be generated for your future reference. You can view the iBanking receipt by clicking the "Save Receipt" button.

Denied Transactions
An error message will be displayed on the screen. It will show the reason that the transaction was denied, and will prompt you to enter the correct information again.

If you have any concerns or queries, please contact our 24-hour Customer Service Hotline at 2290 8888 (press 6 and then 1, after selecting language) or submit a Customer Feedback Form.

Q2: What if my PC becomes disconnected from the internet in the middle of a transaction? How will I know if that transaction has been completed?

A2: All successful transactions will be given a transaction reference number for your records. If a transaction reference number is not given, please log on again to DBS iBanking and check the transaction history and balances in the "Enquire Transaction History " and the "Account Summary" functions.

Q3: Who can I call if I cannot log on to DBS iBanking after I have entered my username and password correctly?

A3: You can call our 24-hour Customer Service Hotline at 2290 8888 (press 6 and then 1, after selecting language).

Q4: Why are my browser's tool bar and "Back" and "Forward" functions not available on DBS iBanking?

A4: For security reasons, these functions and the browser's tool bars are not available after you have logged on to DBS iBanking.

Q5: Why do I receive a pop-up message asking if I want to continue my session?

A5: The pop-up message serves a security purpose. If you leave your PC idle for a period, this message will pop up asking if you would like to continue with your iBanking services. If no response is received within the allocated response time, the system will automatically terminate the service to help prevent any unauthorized access.

Section 15 Customer Service

Q1: Who can I call if I run into problems when using DBS iBanking?

A1: If you have any enquiries or comments, please feel free to contact the following customer service hotlines:

Services	Hotline	Service Hours
DBS iBanking	(852) 2290 8888	24 Hours
Credit Card Services	(852) 2290 8888	24 Hours
Securities Trading	Treasures Priority Banking Account (852) 2961 2338	Mon - Fri : 9:00 a.m. - 6:00 p.m. Sat : 9:00 a.m.- 1:00 p.m.
Securities Trading	DBS Wealth Account (852) 2290 8888	Mon - Fri : 9:00 a.m.- 6:00 p.m. Sat : 9:00 a.m. - 1:00 p.m.

Section 16 Secure Device

Q1: What is Secure Device?

A1: The Secure Device, on top of the current SMS One Time Password ("SMS OTP"), is implemented as an additional gateway to enhance internet and mobile banking security.

It is designed for tightening the authentication process. For certain internet and mobile banking transactions that require a higher level of authentication, security clearance is further enhanced with the simultaneous use of SMS OTP and Secure Device.

Please click here to find out the mode of authentication required for various types of banking services

Q2: How to request for a Secure Device?

A2: If you are an existing DBS iBanking customer, you may request for a Secure Device at any of our branches in Hong Kong or through DBS iBanking (just click on "Request", then "New secure device").

For each new DBS iBanking customers, the Secure Device will be sent to you by post.

Q3: Can I apply for more than one Secure Device as back up or share with other customers?

A3: Each DBS iBanking account can only register for one Secure Device. You cannot apply for more than one Secure Device as back up or share with other customers.

Q4: Any charging fees for the Secure Device?

A4: It is free of charge for first time applications for the Secure Device and for replacements due to out of battery. In case of loss, theft or malfunctioning of the Secure Device, a fee of HK$100 will be charged for a replacement of the Secure Device.

Q5: How do I turn on / off the Secure Device?

A5: Press and hold "

" or "

" to turn on the Secure Device. Press "

" to turn off the Secure Device.

Q6: What should I do after I received the Secure Device?

A6: You need to login to DBS iBanking and activate the Secure Device immediately.

Q7: Can I not activate the Secure Device after receiving it?

A7: If you do not activate the Secure Device, you will not be allowed to perform certain transactions on DBS iBanking.

Q8: When do I need to use the Secure Device and / or SMS OTP?

A8: With the implementation of the Secure Device, depends on the services you selected, you are required to use your Secure Device and / or SMS OTP to authenticate your transactions.

Please click here for more information.

Q9: How do I know if the Secure Device is low on battery?

A9: When the sign "BATT" is displayed on the LCD, it means the Secure Device will run out of battery soon. The battery of the Secure Device cannot be replaced by yourself, and you will need to submit a Secure Device replacement request via DBS iBanking as soon as you are notified of the possible drainage of battery.

Q10: Why does the Secure PIN on the display screen disappear after a while?

A10: As a form of protection, the Secure Device will automatically power off if not in use after a short period of time.

Q11: How can I log in to and use DBS iBanking even when the Secure Device ran out of battery?

A11: If the Secure Device is out of battery, you can still log in to DBS iBanking and use SMS OTP but you will not be allowed to perform certain transactions.

Q12: What should I do if my Secure Device is lost or stolen?

A12: Please call our Customer Service Hotline at 2290 8888 (press 6 and then 1 after language selection) to report and de-activate your lost or stolen Secure Device as well as request for a new Secure Device as replacement.

Q13: What should I do if my Secure Device is broken?

A13: You may request for a new Secure Device as replacement through DBS iBanking.

Q14: What should I do with the old Secure Device?

A14: Once your new Secure Device has been activated, your old Secure Device will no longer be valid for login or authorizing any transactions on DBS iBanking. You may either discard the deactivated Secure Device yourself or pass it to our branch staff for proper disposal.

Q15: How can I change the information that I input wrongly to the Secure Device?

A15: If you have entered a wrong number into your Secure Device, press "

" button to delete your last entry. Press and hold "

" button to clear all your inputs.

Q16: Does the "" button indicate any special function?

A16: There is no particular usage associated with this button at this moment.

Q17: Where can I find the Serial Number?

A17: The Serial Number is printed at the back of your Secure Device.

Section 17 Activation of Overseas ATM Transaction Function

Q: How can I activate the overseas ATM transaction function through DBS iBanking?

A: You can activate the function by setting the service start date / end date and the daily withdrawal limit under "Preferences" > "Manage Overseas ATM Transaction Settings".

Section 18 GBA Wealth Management Connect (Southbound)

Q1: What is a GBA Wealth Management Connect Southbound Account?

A1:

Southbound Wealth Management Connect allows qualified GBA mainland investors to invest in selected eligible wealth management products sold by banks in Hong Kong through designated channels.
Customers first need to set up a bank account with cross-border remittance function with the partner bank in the Mainland designated by the Bank in Hong Kong ("Mainland Remittance Account"), and the Customers also need to open a GBA Wealth Management Connect Southbound Account (“Southbound Account”) with investment function in the Bank in Hong Kong and bind it to the corresponding Mainland Remittance Account to form a "one-to-one" pairing.
Customers can remit to the Southbound Account in Hong Kong through the Mainland Remittance Account and purchase qualified wealth management products sold by the Bank in Hong Kong through the Southbound Account.

Q2: What is a "qualified investor"? What are the requirements?

A2:

Mainland investors should meet all the requirements set by both the Mainland and Hong Kong regulatory authorities, including

Investment in single name account;
Have full capacity for civil conduct;
Being residents registered in the 9 GBA cities, or with record of social security contribution or individual income tax payment in the 9 GBA cities for 5 consecutive years;
With 2 or more years of investment experience and net month-end household financial assets of RMB 1 million or more over the past 3 months, or month-end household financial assets of RMB 2 million or more over the past 3 months;
As assessed by the Bank of Hong Kong as not belonging to a vulnerable customer.

All the account opening is subject to the Bank’s approval. Further information is available on the website of the Hong Kong Monetary Authority.

Q3: Account Opening Arrangements

A3:

Mainland investors should complete the account opening procedure by attestation through a partner bank in Mainland, or open the account through a bank in Hong Kong in person.

Q4: Can investors in the Mainland open a dedicated investment account with Hong Kong banks before opening a dedicated remittance account with Mainland banks?

A4:

Yes, they can. But mainland investors must provide the Mainland Remittance Account number for the Bank in Hong Kong to complete the pairing before activating the Southbound Account.

Q5: How can I remit and are there any restrictions?

A5:

The cross-boundary capital flows in Wealth Management Connect will be subject to the total and individual investor quota management, and will be conducted and managed in a closed-loop system by bundling the Mainland Remittance Account and Southbound Account to ensure that the relevant funds will only be used to invest in eligible investment products. Thus, customers can only use the Mainland Remittance Account bound in the Mainland to make cross-border remittances, collection and receive investment returns under Southbound Connect.
The funds in the Southbound Account can only be used to purchase eligible wealth management products and for outward remittance to the Mainland Remittance Account.
Customers are not allowed to transfer funds from the Southbound Account to any accounts (including non-Hong Kong accounts) other than the Mainland Remittance Account.
Customers are not allowed to withdraw cash from the Southbound Account or use the asset(s) in the Southbound Account for pledge, leverage, guarantee and other purposes.
Southbound Account can only receive funds from the Mainland Remittance Account in RMB, and remit funds back to the Mainland Remittance Account in RMB. Regardless of the settlement currency of the eligible wealth management products invested by the customer, when the investment is withdrawn and the funds are remitted back to the Mainland Remittance Account, the funds must be converted back to RMB.
All cross-border remittances between the Mainland Remittance Account and the Southbound Account must be in RMB, which means the Mainland Remittance Account of our Mainland partner bank can only send or accept RMB funds.
The Bank in Hong Kong will provide customers with foreign exchange services to purchase eligible wealth management products denominated in Hong Kong dollars and foreign currencies. Customer can also directly invest in eligible wealth management products denominated in RMB in the Southbound Account.

Q6: How many Southbound Accounts can be opened by each investor?

A6:

Each eligible Southbound investor can only open one Mainland Remittance Account and one Southbound Account at any time.

Q7: Individual investor quota

A7:

The individual investor quota is calculated on a net basis. The accumulated net remittance amount of the customer to the Southbound Account through the Mainland Remittance Account shall not exceed the individual investor quota at any time.
The Individual investor quota for each eligible investor is RMB 1 million.
The usage of the individual investor quota under Southbound Connect is calculated as follows:
Usage of individual investor quota under Southbound Connect =
cumulative remittances from the Mainland to Hong Kong and Macao under Southbound Connect – cumulative remittances from Hong Kong and Macao back to the Mainland under Southbound Connect

Example 1:
If a customer first remits RMB 500,000 from the Mainland to Hong Kong, then remits RMB 100,000 from Hong Kong to the Mainland, Individual investor quota usage is RMB 400,000 and the Available Quota is RMB 600,000.
Example 2:
If a customer first remits RMB 500,000 from the Mainland to Hong Kong, then remits RMB 600,000 investment return from Hong Kong to the Mainland, the individual investor quota usage is RMB -100,000 and the available quota is RMB 1,100,000.

Subject to the aggregate quota in Q8, if the net transfer of funds into the Southbound Account exceeds the individual investor quota limit, the Bank in Hong Kong will refuse to receive the funds and notify the mainland partner bank to return the bulk remittance to the Mainland Remittance Account.
In addition, the use of individual investor quota is also affected by the aggregate quota, please refer to Aggregate quota.

The individual investor quota is subject to changes by regulatory authorities from time to time.

Q8: Aggregate quota

A8:

Aggregate quota is the total amount of funds that is allowed to be remitted from the Mainland to Hong Kong and Macao under Southbound Connect. The aggregate quota is calculated on a net basis. The cumulative net remittance from the Mainland under Southbound Connect should not, at any time, exceed the aggregate quota.

The aggregate quota for the Southbound Scheme is initially set at RMB 150 billion.
Customers should pay attention to the possible impact of the limit on the total amount and related risks. For example, the Bank in Hong Kong may suspend processing of a customer's Southbound - related remittance instructions from the Mainland to Hong Kong due to the total amount being used up. Remittances returned to the Mainland and investment instructions that have been submitted to the Southbound Account will not be affected.
The aggregate quota is subject to changes by the regulatory authorities from time to time.

Q9: Eligible Wealth Management Products

A9:

Wealth management products under Southbound Connect include

Investment products (excluding products listed and traded on the Hong Kong Exchanges and Clearing Limited)
The following products, which are assessed as “non-complex” and “low” risk to “medium” risk by Hong Kong banks distributing such products:
(1) funds domiciled in Hong Kong and authorised by the Securities and Futures Commission; and
(2) bonds
Deposits
RMB, HKD and foreign currency deposits namely US dollar, Euro, UK Pound Sterling, Australian dollar, New Zealand dollar, Canadian dollar, Swiss Franc, Japanese Yen and Singapore dollar