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Digital Token

Digital Identity Verification

What is Digital Identity Verification?
Digital Identity Verification (eIDV) is a secure and convenient process that allows us to verify your identity digitally. It involves two simple steps:
  1. ID Scanning: Scan your Hong Kong Identity Card using your mobile device.
  2. Taking a Selfie: Your live selfie will be matched with your HKID photo and verify your identity instantly.
Who will need Digital Identity Verification (eIDV) for setting up digital token?
eIDV is mandatory when registering a digital token, if you are holding a HKID in the Bank’s record. Existing customer who has an existing digital token would not be affected unless setting a new device.
What do you need for Digital Identity Verification?
You will need your HKID and ensure you are in a bright environment.
How is Digital Identity Verification safer?
Digital Identity Verification is safer because instead of just one check, it uses several methods to confirm your identity, so it is much harder for fraudsters to steal identities or commit crimes online. It helps prevent people from pretending to be you.
How long does Digital Identity Verification usually take?
Usually, it takes just 5 to 10 minutes if everything goes smoothly.
What should I do if the system cannot detect my HKID?
Make sure your HKID is clearly visible:
  • • Ensure the lighting is good with no reflections
  • • Place the card on a flat and light background
  • • Ensure all details are clear and uncovered
  • • Your HKID will be scanned when the frame turns green

If this issue continues, please contact us for assistance.
What should I do if I keep seeing the wrong information in the review page?
If any details are incorrect, please try scanning again.

Due to security reasons, the number of attempts is limited. Therefore, if your personal details still don’t match after rescanning, please contact us at (852) 2290 8888.
What should I do if the system cannot detect my face?
Try to use a plain background and ensure your face is fully captured within the frame. Do not cover your face with hats, masks, sunglasses or any accessories.

If this issue continues, please contact us for assistance.
What should I do if I failed my Digital Identity Verification?
Please try again and ensure your HKID and face are clearly visible. If immediate login is required, you may skip the identity verification for now, but certain transactions will be restricted without a Digital Token or Secure Device.

If you require any assistance, please contact us at (852) 2290 8888.
What should I do if I am being temporarily blocked?
You’ve reached the maximum attempt limit. To safeguard your account, you will be unable to proceed with Digital Token setup online. If you require immediate assistance with setting up your Digital Token, contact us at (852) 2290 8888.

Followed by the verification by our specialist, you are required to log in and tap ‘More’ and select ‘Manage Digital Token’.

If immediate login is required, you may skip the identity verification for now, but certain transactions will be restricted without a Digital Token or Secure Device.

Digital Token

What is the Digital Token?

The Digital Token is a security enhancement, which enables you to use your mobile phone to authenticate all your bank transactions, both online and on your Mobile.

Do I still need my physical Secure Device?

Yes, if you have a physical Secure Device, please keep it securely for backup, such as a login password reset.

How is the Digital Token safer?

The Digital Token increases the security of your DBS digibank HK app with enhanced encryption security and multi-layered protection against malware targeting mobile applications.

What do I have to do if I changed my SIM card on mobile device?

Since your Digital Token is linked with your mobile device instead of your SIM card, no special arrangement is needed after you have changed the SIM card or mobile phone number on your device with your registered Digital Token.

If you have changed your mobile phone number, please update bank records via DBS iBanking. Your Digital Token or physical Secure Device is required when updating personal information.

Why should I provide an email address to set up my Digital Token?

For account security purposes, an email OTP will be sent to your email address when you conduct first-time high-risk transaction (e.g. add a payee).

What can I do if I cannot set up or log in with my Digital Token?

The Digital Token works on any mobile device with iOS 11.0 or higher (for Apple iOS Devices) or v6 or higher (for Android Devices).

If the Digital Token is not supported on your mobile device, DBS digibank HK app will not display any messages about your Digital Token. Please request a physical Secure Device via DBS iBanking.

For your account security, we suggest you use the latest versions of the operating system, applications and browser.

What if I lose my mobile device?

Your DBS digibank HK app is accessible only with your username and password, or biometrics. If you have lost your mobile device, simply:

Log in to DBS digibank HK app and perform the one-time setup on your new mobile device. Upon setting up your token on a new mobile device, the Digital Token will be automatically disabled on your lost device.

You may also log in to DBS iBanking to deactivate your registered Digital Token.

Alternatively, you may reach out to our 24-Hour Customer Service Hotline on 2290 8888 to disable your Digital Token immediately.

What is a high-risk transaction?

High-risk transactions include but are not limited to adding a payee, funds transfer to non-registered payee, and updating your personal particulars.

I have more than one mobile device. Can I enable the Digital Token on multiple devices?

No. For account security purposes, you are only allowed to set up your Digital Token on one mobile device.

Why do I need to key in my DBS iBanking password when performing high-risk transactions in DBS digibank HK app?

For your security, if you have logged in using biometrics, your DBS iBanking password is required as an additional form of authentication for high-risk transactions.

As good practice, you are advised to remove all other stored fingerprints on your mobile device as these can be used to access your mobile banking app.

Why am I not prompted to authenticate with my mobile device when transacting with internet banking?

To ensure you receive timely push notifications each time you transact on internet banking, please enable push notifications in your settings and ensure your mobile device has good network connectivity.

If you do not receive any push notifications, you may simply launch your mobile banking app and there will be screen prompts to guide you to your pending authentications.

If the issue of not prompting any authentication message persists, you may select "Digital Token" from DBS digibank HK app before logging in or restart the application and try again.

Can I still authenticate my internet banking transactions if I turn off push notifications?

Yes, simply launch your DBS digibank HK app and there will be on screen prompts to guide you to your pending authentications.

If the issue of not prompting any authentication message persists, you may select "Digital Token" from DBS digibank HK before logging in or restart the application and try again.

How do I enable push notifications on my mobile device?

You can enable push notifications by following steps:

Login to DBS digibank HK → Go to “More” → Select “Research & Marketing Setting” → Turn on “Push Notifications”

Can I continue to use physical Secure Device if I chose not to set up Digital Token?

You can still use your Secure Device to authenticate the transactions conducted on internet and mobile banking.

If I have lost my physical Secure Device, do I need to request for a replacement to set up my Digital Token?

A Secure Device is not necessary to set up your Digital Token. You may set up your Digital Token by receiving a One Time Password from your email and SMS.

If you have lost your Secure Device, please reach out to our 24-Hour Customer Service Hotline on 2290 8888 to disable your Secure Device.

If I chose to opt out from Digital Token setup reminder, can I set it up a later time?

By opting out of Digital Token, you will not be able to perform designated internet and mobile banking transactions.

But you can set this up later by logging in to DBS digibank HK app and selecting "More" > "Manage Digital Token" anytime.

Do I need to keep DBS digibank HK app up to date?

The Digital Token works on any mobile device with iOS 11.0 or higher (for Apple iOS Devices) or Android 6.0 or higher (for Android Devices).

For your account security, we suggest you use the latest versions of the operating system, applications and browser.

If I would like to update my email address after Digital Token set up, what should I do?

With your Digital Token, you may update your email address in “Update Personal Details” via DBS iBanking.

However, you will need to verify this once with the additional One Time Password sent to your current email address for your first-time high-risk transaction with your Digital Token.

Why can’t I make certain transactions after setting up the Digital Token?
To protect you from fraud and scams, we have implemented a 12-hour cooling period upon your completion of Digital Token setup as a security control. During this 12-hour cooling period, you are unable to execute certain transactions (such as funds transfer to non-registered payee, payee setup and limit increase).
Is Digital Token still safe?
Yes, the Digital Token is built with global security standards as part of our multi-layered authentication (e.g. phone lock, username and password) to give you peace of mind.
What are the additional protections in higher risk scenarios?
As part of our multi-layered defense against fraud, we use secure technology and protocols to ensure our customers’ information and money are safe, whenever they bank online. For example, DBS employs multi-factor authentication whenever customers perform online transactions.
DBS digibank HK

DBS digibank HK