frequently-asked-questions

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Phone Banking Upgrade (effective on 4 November, 2024)
When will the phone banking system be upgraded? What phone banking services are impacted by the upgrade?

The phone banking system upgrade will be effective from 4th November 2024. As part of this upgrade, the following phone banking services will be discontinued:
•    Bill Payment
•    Fixed Deposit (Enquiry Deposit Rate / Open a New Time Deposit & Change Maturity Instruction)
•    Fund Transfer (Registered 3rd Party account transfer)
Any alternative for the payment service beside phone banking?

Our payment services are available 24/7 on our DBS IDEAL secured Internet Banking platform. This online platform also offers many additional features not accessible via telephone banking. To apply for Internet Banking, please download and submit the relevant application form.

[https://www.dbs.com.hk/sme/pdf/IDEAL_Registration_Form_202406.pdf]
[https://www.dbs.com.hk/sme/IDEAL/DBS_IDEAL_RegistrationForm_Samples.zip]
 
If IDEAL will have any servicing charge ?

Service charges vary depending on the different situations, you can view the complete bank charges schedule by clicking below link: [Bank Schedule_ Service charges vary depending on the different situations, you can view the complete bank charges schedule by clicking below link: https://www.dbs.com.hk/sme/Bank_Charges_Schedule_English_HKL_1_Jun_2024.pdf
Can I still do the fund transfer in phone banking?

Funds transfer between your company's DBS accounts is still available via phone banking.
Can I do fund transfer in IDEAL?

You can use IDEAL to do funds transfer within your own DBS account or to third party account within and outside DBS.
Can I do Bill Payment in IDEAL?

Use IDEAL mobile app to scan the QR code on the bill and the payment will be processed instantly via FPS.
Reactivate Dormant Account
What is a dormant account?

Dormant/ inactive account is when a deposit account has no activity for 12 consecutive months (other than transactions initiated by the Bank such as interest credited and charges imposed).
How do I prevent my account form turning dormant?

To prevent your account from turning dormant, please ensure that there are some transactions (deposit or withdrawal excluding interest credited and charges imposed by the bank) being made in your account per year.
How to reactivate my dormant account?

If you want to reactivate your dormant account, the authorized signer of your company may initiate a transaction (deposit or withdrawal excluding interest credited and charges imposed by the bank) in IDEAL. Our Bank will then contact the authorized signer for account reactivation.

Otherwise, the authorized signer may visit our branch for account reactivation.
If my accounts turn dormant, when will dormant account charge be collected?

Dormant Account Charge will be collected half-yearly, in June and December.
If one of my currency deposits in my Multi-Currency Account turns dormant, will bank charge on it?

No, Dormant Account Charge is not applicable if any of your currency deposits have been active in the previous 12 months. However, your Multi-Currency Account will turn dormant if none of your currency has been active in the previous 12 months. 

Dormant Account Charge will be debited for each currency that doesn’t meet the minimum balance requirement. You may refer to the Bank Charges Schedule on https://www.dbs.com.hk/corporate/ratesfees.page for details.
Frequently Asked Questions
DBS Business Account
How can I open a DBS business account?

You may visit our Online Account Opening for Business: https://smeportal.dbs.com/hk/accounts/#/
What is the pricing for corporate accounts?

You may refer to the Bank Charges Schedule (Corporate Customers) on https://www.dbs.com.hk/corporate/ratesfees.page
Payments
How to make a payment via IDEAL?
How to approve a payment via IDEAL?
How to check my payment status via IDEAL?

Incoming payments

Login to IDEAL and proceed via the following steps: 

  1. Click “Accounts” on the left sidebar to view balances
  2. Select the account to view your transaction history

Outgoing payments

Login to IDEAL and click on “Pay & Transfer” on left sidebar to view all payment history. 
 
What is the DBS SWIFT code?

DBS Bank (Hong Kong) Limited

  • SWIFT Code: DHBKHKHH
  • Bank Code: 016
  • Branch Code: Please refer to the branch code on the first page of your bank statement 

DBS Bank Limited, HK Branch

  • SWIFT Code: DBSSHKHH
  • Bank Code: 185
  • Branch Code: Please refer to the branch code on the first page of your bank statement 
     
When is the payment cut-off time?

Cut-off time will be displayed at the time when you create/submit a payment. 

Otherwise, you may login to IDEAL and proceed via the following steps: 

  1. Click “Resource Center” at the bottom of the page
  2. Search “Payment Cutoff Time - 付款截止時間 (HKL)” under “Filter by title of guides and description” 
  3. Click “Download” to download the PDF document
     
Why haven’t my payments being processed on IDEAL?
Status Description Suggestions to Resolve
Pending Approval A user has created payment, and it awaits approval. You may notify your approver to approve the payment.
Received The instruction is getting processed at the bank and is waiting for processing at the bank. Kindly wait for the bank to process your instruction.
Completed This instruction is completed processing successfully at the back office. The instruction has been processed successfully and sent to the beneficiary bank. However, it is possible that the beneficiary bank is still processing it. Kindly be patient and wait for further updates.
Bank rejected

Bank has rejected the instruction. The processing remarks will be sent along with the status by the back office.

The instruction status will reflect as Bank Rejected, if the instruction was stopped / recalled using IDEAL stop/recall payment option.

Login to IDEAL and proceed via following steps to check the reason:

  1. Click “Pay & Transfer” on left sidebar to view all payment history
  2. Click “Action” next to the transaction that you want to verify
  3. Click “View details”
  4. View “Status”
Partial completed This status is applicable only for bulk instructions. In case of bulk instructions (including payroll), if some of the items are completed and some are Bank Rejected the status of the batch is Partial Completed.

It could be due to incorrect beneficiary information or insufficient fund. 

Login to IDEAL and proceed via following steps to check the reason: 

  1. Click “Pay & Transfer” on left sidebar to view all payment history
  2. Click “Action” next to the transaction that you want to verify
  3. Click “View details”
  4. View “Status” 
Stop payment pending approval The stop payment request is awaiting your company's approval. You may notify your approver to approve the request.
Payment recall pending approval The payment recall request is awaiting your company's approval. You may notify your approver to approve the request.
IDEAL
How can I update my IDEAL access/ user profile?

Via IDEAL Maintenance Form:

  • IDEAL Maintenance Form 
  • Filling Guide: Please visit https://www.dbs.com.hk/sme/day-to-day/ways-to-bank/online-banking-ideal/ideal_forms

You may submit the completed form with signatory from highest authorised person and required documents to any DBS Branch or mail to:

  By normal mail:
  To: DBS Bank (Hong Kong) Limited
  G.P.O Box No.400
  Attention: Channel Management

  By courier:
  To: DBS Bank (Hong Kong) Limited
  G/F, The Center, 99 Queen's Road Central,
  Central, Hong Kong
  Attention: Channel Management
  Tel: 852 2290 8068

The bank will review and process the application within 7 working days.

Via Customer Self-Administration CSA: 
CSA User Guide: xxx
 
How can I update my IDEAL personal contact information?

Login to IDEAL and proceed via the following steps:
1.    Select “Profile & Settings” on the left sidebar 
2.    Click “Update” to change your email address and/ or phone number 
3.    Enter One-Time Password to verify the details

If you would like to update your company’s contact information, please refer to “How can I update the company contact information (address/ contact number)?” under Banking Services section.
 
Banking Services
How can I update the company contact information (address/ contact number)?

To update your company information, please fill out the Notice of Change of Customer's Data form.

In case you intend to modify your company address, you should provide any one of the address proof documents listed on page 4 of the form.

You may submit the completed form with signatory from highest authorised person and required documents to any DBS Branch or your relationship manager.

Please refer to the Filling Guide for example.
How do I get further assistance if Joy - Virtual Assistant is unable to assist me?

For queries that cannot be addressed by our Virtual Assistant, you may connect to our Live Chat service by entering “Live Chat” in Joy to better assist you. 

Live Chat service is available during our business hours which is from Monday to Friday, 9am to 6pm, excluding public holidays.