FAQ

When can I use the Internet Banking and Mobile Banking services after I have applied the E-Banking services for CMBCHK Private Banking Customers?

You will receive a SMS notification when your E-Banking service is ready, and UKey will be delivered by mail to the registered address according to the record of the Bank. Please perform the First Login registration using the dedicated UKey via Internet Banking or Mobile Banking App


Can I use the login password of Internet Banking to login Mobile Banking services?

Yes. The same login password can be used for both Internet banking and Mobile Banking Services.


Can I login to the Internet Banking and Mobile Banking Services without the UKey?

Yes. Our Internet Banking and Mobile Banking Services support two login modes, with UKey and without UKey. You can simply login with User ID, User Alias and Password for enquiry of portfolio performance, account activities and statements. You will be reminded to prepare the UKey if you need to perform personal information update or system settings.


How to enquire or update my User ID or User Alias?

User ID is a unique 12-digit number set for each E-Banking user, you can find your User ID in the UKey Letter. User Alias is a self-defined login credential, and can be changed via ‘Forgot User Alias’ function at Internet Banking or Mobile Banking services, please keep it safe. Also you can have your User ID and User Alias at login page by connecting the UKey to Internet Banking or Mobile Banking services.


How to update or reset my Login Password and UKey Password?

Login Password Update: You can login to Internet Banking or Mobile Banking services to update the login password with your UKey. Be reminded that if you have input the login password incorrect more than 5 times in the same day, you cannot login until the next day.
Login Password Reset: For reset, ‘Forgot Password’ function is available at login page of Internet Banking and Mobile Banking services.
UKey Password Update: Make sure you have correctly connected the UKey to your computer or mobile devices. For PC, you can update UKey password via ‘UKey Management Tool’ function which can be found at right hand side of the taskbar. For mobile devices, you can simple login to Mobile Banking App and update at ‘UKey Settings’. For the safety of your account, UKey password cannot be reset. UKey will be terminated if you have incorrectly inputted for consecutive 6 times, once the UKey is terminated, you have to apply for a new one.


What services are available at E-Banking services for Private Banking customers?

Our Internet Banking and Mobile Banking services provide portfolio enquiry, transaction record enquiry, exchange rate enquiry, and user information update, etc. Furthermore, Internet Banking services also support settings of user access right.
Portfolio Enquiry : All of your portfolios or portfolios that you have the access right can be enquired, the data shown is as of the day-end of last working day.
Transaction Record Enquiry : Records of cash activities and security activities in past 12 months are available.
Statement Enquiry : PDF statements in past 24 months can be enquired.
Exchange Rate Enquiry : Provide real-time FX rate and day-end FX rate of last working day, as well as a FX rate calculator.


Why I can’t view all of my portfolios online?

If you need to view a new portfolio at E-Banking Services, please submit the application to us. If you have applied but still cannot view the portfolio at Internet Banking and Mobile Banking Services, it might due to the closed status of your portfolio, or the improper setting of user access right. You are welcomed to contact your Relationship Manager for checking.


How to add new E-Banking users?

You need to submit the application to add new E-Banking users, you can find the application form at our website, or contact your Relationship Manager for the arrangement.


When I am using the Internet Banking services, the UKey is not functioning even it has been connected to the PC properly, what can I do?

You can try following steps if your UKey is not functioning:
1) Re-connect the UKey to the USB port of your PC, the digital certificate will run automatically.
2) Make sure the OS version of your PC and browser version are compatible to the Internet Banking services, you can refer to the suggested requirement at our website.
3) Un-install and re-install the UKey driver.


When I am using the Mobile Banking services, the UKey is not functioning even it has been connected to the mobile device properly, what can I do?

You can try following steps if your UKey is not functioning:
1) Re-connect the UKey to the audio port of the mobile device.
2) Make sure the audio port is accessible, you can turn it on in settings of your mobile devices.
3) Use the most updated version of Mobile Banking App, and use the suggested iOS or Android version of the mobile device.


Where can I download the latest version of UKey driver and controls?

All latest drivers, controls, forms and user guides are available at our websitewww.cmbc.com.hk