FAQ

General Banking Services

Transfer, Credit Card & Bill Payment

Loan and Investment

Setting and Others

Introduction

1.	What services are available?
A:	We provide comprehensive online banking services, including account enquiry, e-statement services, fund transfers, fixed deposits, foreign currency exchange, bill payment, investment, loans and credit card services, etc.

2.	Who can apply for these services?
A:	All our personal customers holding HKD savings account, current account or credit card account of the Bank are eligible to apply. If you do not have any Chong Hing HKD savings account or current account, you are welcome to download “Chong Hing Mobile Banking” App and click “Open Account” to open account via our remote account opening service, or at any branch of the Bank in person. If you do not have any Chong Hing credit card, you can apply via our website or at any branch of the Bank in person.

3.	Can I access these services overseas?
A:	Yes. You can access it at anywhere. However, you are advised to pay attention to the data roaming charges imposed by the telecommunications service providers, please check with your telecommunications service provider for details.

4.	Is there any service charge for using the services?
A:	These services are free of charge. However, charges may apply to some designated online transactions, please refer to the Bank’s Bank Service Charges for details. Besides, for customers who use the services overseas, they have to pay for the data transmission and the roaming charges to the telecommunications service provider, please check with your telecommunications service provider for details.

Internet Banking Activation and Logon

1.	How to activate Chong Hing Internet Banking Services?
A:	You need to activate Internet Banking Services or Mobile Banking Services first before using it for the first time. You can simply click "Register Now" on logon page and you will be guided through the activation process after choosing the activation method including Chong Hing Card, Deposit Account, Credit Card or Hong Kong Identification Document (for Mobile Banking only) and setup logon ID and password. After activation, you can logon to the services immediately.

2.	What can I do if I forgot / lost my ATM PIN?
A:	Please visit any of our branches to apply for reissuing ATM PIN. The new PIN will be mailed to your address registered with the Bank within 4 working days.

3.	What can I do if I forgot / lost my Logon Password?
A:	You can click “Forget Password” on the logon page to reset password. You may select to reset it by your Chong Hing Card or Hong Kong Identity Card (for Mobile Banking only). If you do not have the required information, please complete the "Chong Hing Internet Banking Services and Mobile Banking Services – Change Request" form and submit it in person to any of our branches.

4.	What can I do if I forgot / lost my Logon ID?
A:	You can click “Forget Logon ID” on the logon page to reset logon ID. You may select to reset it by your Chong Hing Card or Hong Kong Identity Card (For Mobile Banking only). If you do not have the required information, please visit any of our branches in person to proceed.

5.	What should I do if I forgot my Customer Reference Number?
A:	If you forgot your Customer Reference Number for logging on to the Internet Banking / Mobile Banking, please visit any of our branches in person for enquiry. If you have already logged on, you can view your Customer Reference Number at the homepage of Internet Banking / at the landing page of “My” of Mobile Banking.

6.	Can I change my Logon Name and Password?
A:	After logging on to Internet Banking / Mobile Banking, you can change your logon ID or password according to the instruction through "Change Logon ID" or "Change Logon Password" under the "Settings" via Internet Banking / “My” via Mobile Banking.

7.	Can I change my Customer Reference Number?
A:	No. Your Customer Reference Number cannot be changed. However, you are allowed to personalise a Logon ID for logging on to Internet Banking / Mobile Banking.

8.	If Internet Banking / Mobile Banking Services are temporarily suspended due to multiple incorrect password entries, how can I reactivate the services?
A:	Please call our Customer Services Hotline at (852) 3768 6888 or visit any of our branches in Hong Kong in person for assistance.

9.	Can I temporarily suspend online banking services and later restore the suspended service?
A:	If you need to temporarily suspend online banking services, please call our Customer Services Hotline at (852) 3768 6888. To resume the suspended service, please visit any of our branches in Hong Kong in person to proceed

10.	How can I cancel the online banking services?
A:	Please visit any of our branches in Hong Kong in person to cancel the online banking services.

11.	Do I need to use different logon IDs and passwords to log on to Internet Banking / Mobile Banking?
A:	If you originally use different logon IDs and passwords to log on to Internet Banking / Mobile Banking, the logon ID and password for Mobile Banking have become invalid, and you will need to use the logon ID and password of Internet Banking to log on to both Internet Banking / Mobile Banking.

12.	How can I view my joint account information?
A:	If you originally holds both personal and joint Internet Banking accounts, your logon ID and password for the joint Internet Banking account will become invalid. You can use your personal Internet Banking logon ID and password to log on to Internet Banking / Mobile Banking to view information of both personal and joint accounts.

13.	Can I log on to Internet Banking by multiple logon ID and password?
A:	If you originally have more than one set of personal Internet Banking logon IDs and passwords, the last set of logon ID and password used to log on to Internet Banking / Mobile Banking before 30 June 30 2024 will become your future logon ID and password for Internet Banking / Mobile Banking. You can use that logon ID and password to view all of your accounts. Other sets of logon ID and password held by you will become invalid.

14.	I am a joint authority Internet Banking customer, can I continue to use Internet Banking / Mobile Banking?
A:	Original joint authority Internet Banking accounts will become invalid starting from 30 June 2024. If needed, please visit any of our branches in person to open a personal account and activate Internet Banking services.

Account Overview

1.	Can I check the account balances and transaction records of all accounts?
A:	You can check the balance and latest transactions record of all Internet Banking/Mobile Banking linked accounts under your name (including Hong Kong dollar or foreign currency savings accounts, multi-currency savings account, current account, fixed deposit accounts, loan accounts, credit cards and investment accounts).

2.	How long can I check the transaction records?
A:	You can check the transaction records of the last 12 months and search for 3 months’ record each time. For investment account, you can check the transaction record for the last 24 months.

3.	Can I check my investment account?
A:	Yes. You can view the details of your investment account(s), including the quantity, market price, market value, maturity amount and other information of the investment products within the account(s) via Internet Banking/Mobile Banking.

4.	What investment products can I inquire about?
A:	You can inquire the deposit records of the subscribed investment products, including funds, bonds, foreign currency-linked deposits, and structured products via Internet Banking/Mobile Banking.

5.	I have just subscribed for investment products at a branch. Will the relevant records be displayed on Internet Banking/Mobile Banking immediately?
A:	No. Since the settlement cycles of different investment products are different, the subscription record will not be displayed until the settlement process for specific product is completed, which usually takes 3 to 5 working days. If necessary, please contact branch staff for subscription status enquiry.

6.	Will the market price of investment projects be updated immediately?
A:	No. Since the update times for the market price of different investment products are different, you can refer to the last updated date of the market price of the specific investment product. If necessary, please contact branch staff for market price or other information enquiry.

7.	Regarding investment services, in addition to account overview inquiries, can I perform other operations or transactions for the investment product via Internet Banking/Mobile Banking, such as Subscription/Switching/Redemption, etc.?
A:	Yes, Internet Banking/Mobile Banking currently provides account overview, fund subscription/switching/redemption, and bond subscription services. If you need to perform other types of investment services, please visit our branch for enquiry.

Transaction Record Enquiry

1.	Does "Transaction Record" display all the latest transactions?
A:	Yes. All processed transactions will be displayed at “Transaction Record”.

2.	How can I confirm that my transaction instructions in Internet Banking/Mobile Banking have been executed?
A:	Except Telegraphic Transfer, a reference number will be given to you after the transaction is being executed. You can confirm your transaction with the reference number under "Transaction Record". To ensure that the transaction has been accepted, you are suggested to view the "Transaction Record" again after the transaction is completed.

3.	How far back can I view the Internet Banking / Mobile Banking transaction history?
A:	You can check the transaction records of the last 12 months and search for 3 months’ record each time. For investment account, you can check the transaction record for the last 24 months.

e-Statement

1.	Which types of customers can view their e-Statements via Internet Banking/Mobile Banking?
A:	If you are our Internet Banking/Mobile Banking personal customers (including single name account and joint account which any one authorised signatory may sign singly) and have registered a valid mobile phone number or email address with the Bank, you are automatically subscribed for Personal e-Statement Service with free of charge, and you can view your e-Statements (including consolidated statements, current account statements and statement savings account statements) in terms of your receiving paper statements via Internet Banking/Mobile Banking.

2.	Is there any charge for Personal e-Statement Service?
A:	No, it is free of charge.

3.	Which types of e-Statements are available?
A:	Currently, Chong Hing Bank’s Personal e-Statement Service is applicable to (1) consolidated monthly statements, (2) current account monthly statements, and (3) statement savings account monthly statements.

4.	I have registered for Internet Banking/Mobile Banking and there are transaction records in my account. Why can’t I view my e-Statement?
A:	It may be due to you do not have a valid mobile phone number or email address registered with the Bank. Please visit any branch of the Bank in person to update your mobile phone number and email address.

5.	How far back can I view the e-Statements via Internet Banking/Mobile Banking?
A:	From the effective date of your Personal e-Statement Service, you could view your e-Statements up to 7 years via Internet Banking/Mobile Banking. If an account is closed by the request of the customer or the Bank, the final statement of the account will be issued via paper statement only and mailed to you at your registered correspondence address according to the Bank’s record.

6.	Will I still receive paper statements after the Personal e-Statement Service is subscribed?
A:	No paper statements will be mailed to Personal e-Statement customers. An email or SMS notification will be sent to the registered email address or mobile phone number when the latest e-Statement is available. If Personal e-Statement customers require paper statements, they can apply it online or by visiting any of our branches.

7.	When will my Personal e-Statement Service take effect?
A:	Once you have become our Internet Banking/Mobile Banking customers (including single account and joint account which any one authorised signatory may sign singly), and have registered a valid mobile phone number or email address with the Bank, your Personal e-Statement Service will be effective on the next day and your e-Statements will be available on Internet Banking and Mobile Banking from the next statement cycle.

Fixed Deposit / Foreign Currency Exchange Fixed Deposit

What kinds of Fixed Deposit transaction can I perform?

You can enquire your fixed deposit account balance, place fixed deposit and change maturity instruction. Please note that Chong Hing Finance Fixed Deposit and USD Swap Account are not covered on Internet Banking Services.

Is there any cut-off time or effective time for fixed deposit placement and change maturity instruction?

Yes. You can only perform fixed deposit placement, renewal and changing maturity instruction from 9:00 am to 7:30 pm (Mondays to Fridays) and from 9:00 am to 4:00 pm (Saturdays), excluding Sundays and public holidays. For changing maturity instruction, the instruction must be submitted at least one working day before the maturity date. Please note that all interest rates quoted in "Rate Information" page are for reference only. You will be notified of the actual rate prior to your final confirmation of the fixed deposit placement.

What is the minimum deposit amount for fixed deposit placement?

The minimum amounts for fixed deposit placement of different currencies are listed below:

Currency	Minimum Deposit Amount
Hong Kong Dollar	5,000
Canadian Dollar	1,000
Pound Sterling	1,000
New Zealand Dollar	1,000
Australian Dollar	1,000
Swiss Franc	1,000
Euro	1,000
Japanese Yen	100,000
U.S. Dollar	1,000

What types of fixed deposit maturity instruction can I choose?

You can choose from the following 3 types of fixed deposit maturity instructions:

Renew principal and interest at the Bank's prevailing rate;
Renew principal at the Bank's prevailing rate and transfer the interest to designated account;
Transfer principal and interest to designated account.

When will the renewed maturity instruction become effective?

The renewed maturity instruction will be effective immediately once the transaction is confirmed to be successful. If you are in doubt, you can view the renewed maturity instruction under "Account Overview".

What is Foreign Currency Exchange Fixed Deposit?

Foreign Currency Exchange Fixed Deposit refers to exchanging foreign currencies and placing selected fixed deposit at the same time, customers can enjoy preferential fixed deposit interest rates.

Mobile Token

1.	What is Mobile Token?
A:	Mobile Token is a feature within the Chong Hing Mobile Banking App. After activating Mobile Token service, you can also log on to Mobile Banking by Mobile Token PIN / Fingerprint / Face ID in replace of using logon ID and password, and authenticate high risk transaction conducted via Internet Banking / Mobile Banking.

2.	What types of Internet Banking / Mobile Banking Services require Mobile Token?
A:	The following transactions are considered high risk and require Mobile Token: Fund transfer to any unregistered accounts; Register My Payee; Bill payment to any high risk merchants, for example, credit card issuers, securities brokers and financial institutions, etc.

3.	Does the Bank charge the customers for using Mobile Token?
A:	No. This service is free for charge.

4.	If any of my device which activated Mobile Token is stolen or lost, what should I do?
A:	You should immediately report to the relevant association and call the Bank at (852) 3768 6800 to terminate Internet Banking / Mobile Banking services.

SMS-based One-time Passwords (SMS OTP)

1.	What is SMS OTP?
A:	SMS-based one-time passwords (OTP) are passwords sent by the Bank to your registered mobile phone number to strengthen the authentication of your identity. Once SMS OTP is sent, it can be used for one time only and it will be expired after 100 seconds.

2.	How do I register for SMS OTP service?
A:	Registration is not required for SMS OTP service, please ensure you have valid mobile phone number record in the Bank. If necessary, please visit any branch of the Bank in person to register your mobile phone number.

3.	Is there any service charge to use SMS OTP service?
A:	SMS OTP service is free of charge if you are using the service in Hong Kong. However, your mobile phone service provider may levy charges on international SMS. You are advised to consult your mobile phone service provider for details.

4.	Can I receive SMS OTP overseas?
A:	The Bank will send SMS OTP to your registered mobile phone number. However, your mobile phone service provider may not allow you to receive SMS OTP overseas. You are advised to consult your mobile phone service provider for details.

5.	If I have enabled SMS forwarding service, can I receive SMS OTP by another mobile phone number?
A.	No.

6.	Why do I receive a SMS with strange characters?
A:	If you are using the Chinese version of Internet Banking / Mobile Banking Services, a SMS OTP with Chinese characters will be sent to your mobile phone. Strange characters may appear if your handset does not support Chinese characters. For details, you may contact your mobile phone service provider or refer to the user manual of your handset.

7.	In case my mobile phone were stolen or lost, what should I do?
A:	You should contact your mobile phone service provider to report loss and if necessary, please call our hotline (852) 3768 6800 to suspend Internet Banking Services (including Mobile Banking Services).

Mobile Banking App

Which mobile devices does Chong Hing Mobile Banking App support?

Chong Hing Bank Personal Mobile Banking App supports the below mobile devices and operating systems:

iPhone with iOS 14.0 or above versions
Mobile devices with AndroidTM OS 8.0 or above versions

How can I download and install Chong Hing Mobile Banking App?

iPhone or Android mobile phone user can scan the QR code below, or visit App Store / Google Play and search for "Chong Hing Personal Mobile Banking" to download it for free.

Visit App Store / Google Play

to download the App

APK Installer

(For download in Hong Kong, China or overseas)

APK installer

(For download in Mainland China)

Do I need to use any particular telecommunications services providers?

Our Mobile Banking Services are available to all telecommunications service providers. Once your mobile device is connected to the Internet, you can use the Mobile Banking Services. However, you are advised to pay attention to the data roaming charges imposed by the telecommunications service providers.

What precautions should be taken when using Mobile Banking Services?

Avoid logging on to Mobile Banking Services via public Wi-Fi (wireless network) and Wi-Fi without encryption. When logging on to Personal Mobile Banking Services in public area, you should protect your password carefully. Be vigilant about your surroundings while conducting transactions, and do not disclose your logon ID and password to others.

If there is an incoming call, will the Mobile Banking session automatically logout?

It depends on the mobile handset model you use. You may go back to the Mobile App and check if the webpage is still valid. Please note that our system will automatically terminated your Mobile Banking Session after idling for around 15 minutes.

Do I need to close the Mobile Banking App after logging out Personal Mobile Banking Services?

After logging out the Personal Mobile Banking Services, you are advised to close the Mobile Banking App at the same time.

What should I do if the Chong Hing Mobile Banking App cannot be opened?

If you cannot open the Chong Hing Mobile Banking App on your mobile device:

Please try to restart your mobile device.
If the problem persists, please remove the Chong Hing Mobile Banking App installed in your mobile device, then download and install the App again.

Transfer / FPS

What types of "Fund Transfer" can I make?

You can perform fund transfer to registered / non-registered local bank account (via Faster Payment System / CHATS) and your same name Chong Hing account(s). Please note that the above service is limited to fund transfer between same currency accounts.

What are CHATS and Faster Payment System?

With Internet Banking / Mobile Banking, you can transfer funds from Chong Hing Bank to other banks in Hong Kong via Faster Payment System or CHATS.

	Faster Payment System（"FPS"）	Clearing House Automated Transfer System ("CHATS")
Service Nature	Transfer HKD or RMB to other bank's account in Hong Kong via Faster Payment System. For more information about FPS, please visit the website jointly produced by Hong Kong Monetary Authority and Hong Kong Interbank Clearing Limited.	Transfer HKD or USD to other bank's account in Hong Kong via Clearing House Automated Transfer System ("CHATS"). Click here to view the list of recipient banks.
Service Time (as at Hong Kong Time)	24 hours a day	Mondays to Fridays: 9:00 am to 5:00 pm Instructions accepted after 4:30 pm on clearing days will be processed on the next clearing day. Any instruction submitted other than the mentioned time period (including Saturdays, Sundays and public holidays) shall not be accepted.
Processing Time Required	Instant processing	For instructions accepted between 9:00 am to 4:30 pm, it will be processed and completed within the same day.

Are there any charges for the CHATS and FPS?

Please refer to below charge table:

Clearing House Automated Transfer System

("CHATS")

Faster Payment System

（"FPS"）

For HKD Fund Transfer - HK$50
For USD Fund Transfer - US$6
For RMB Fund Transfer - RMB[WKCA1] [WMKN2] 40
For EUR Fund Transfer - EUR6

The recipient bank may impose charges on receiving such funds (regardless whether the transaction is successfully completed). Please contact the receiving bank for information.

Free of charge

The recipient bank may impose charges on receiving such funds (regardless whether the transaction is successfully completed). Please contact the recipient bank for information.

Can I cancel the instruction for the fund transfer?

Any fund transfer instruction which accepted and processed by the Bank shall not be cancelled, amended, supplemented or revoked by the customer.

Is fund transfer service within Chong Hing Bank free of charge?

This service is free of charge.

Is there any daily transaction limit?

There is no maximum transaction limit for fund transfer to Chong Hing Bank accounts held by the same account holder. However, for the maximum aggregated daily limit of online fund transfer to registered third party accounts or non-registered accounts for each bank account, please refer to the following table:

Transaction Type	Aggregated Daily Transaction Limit
1. Fund Transfer to third party account(s) with Chong Hing Bank (registered account(s) only)	HK$1,000,000
2. Fund Transfer to non-registered third party account(s) with Chong Hing Bank (sharing the aggregated daily limit under item 1)	HK$100,000
3. Fund Transfer to other banks in Hong Kong (registered or non-registered account(s)) and Telegraphic Transfer to banks outside Hong Kong (registered account(s) only)	HK$1,000,000
4. Fund transfer to non-registered account(s) with other banks in Hong Kong (sharing the daily aggregated limit under item 3)	HK$100,000

How can I register a third party account?

You can register a third party account via Internet Banking / Mobile Banking (Mobile Token authentication is required), and the registration will be effective after 24 hours. You can also visit any branch of the Bank in person to submit application. Your pre-registered account will be removed if there is no transaction performed in the past 12 months. If you would like to register the account again, please follow the above methods to operate.

How can I modify / delete the registered third party account?

You can modify / delete the registered third party account for transfer within the bank, interbank transfer (FPS/CHATS), telegraphic transfer via “My Payee” under “Transfer/FPS” (For Internet Banking) or under “Transfer” (For Mobile Banking).

Credit Card

1.	Can I check my Credit Card transaction history?
A:	Yes, you can review your transaction history for the past 12 months in Credit Card’s “Recent Transaction Record” function.

2.	How do I settle my outstanding balance?
A:	You can arrange fund transfer from your HKD designated account to your Credit Card account. Please note that the cut-off time for credit card payment is 7:00 pm (Mondays to Fridays) excluding Saturdays, Sundays and public holidays. Any payment made after the cut-off time will be regarded as payment made on the next clearing day.

3.	Can I transfer money from my Credit Card to other bank designated account?
A:	No. To protect our customers, the Bank does not provide this service online. If you need to make this transfer, please apply in person via any of our branches.

4.	How do I perform Credit Card Cash Advance transaction on Internet Banking Services?
A:	You can use the "Fund Transfer" service to transfer funds from your Credit Card account to your designed own account. Cash advance handling fee will be charged to your Credit Card account.

Bill Payment

1.	What types of bill can I pay?
A:	You can pay various kinds of bills to over 900 major merchants in Hong Kong by transferring fund from your Chong Hing Bank savings/current accounts or credit card, including electricity, water supply, town gas, tax, insurance, telecommunications, government services and school fees. Please click here for a full merchant list. Please be aware that some merchants only accept payment from savings/current accounts.

2.	Do I need to pre-register any bills before performing bill payment?
A:	You have to use mobile token authentication or pre-register the bills at our branches in order to pay bill to merchants online, excluding those merchants in categories of "Primary or Secondary Education", "Post-secondary or Specialised Education", "Government or Statutory Organisation" and "Public Utility".

3.	How do I pre-register the bills?
A:	If you would like to pre-register bills, please register in "Bill Payment" > "My Merchant List" function of Internet Banking/Mobile Banking, or visit any branch of the Bank in person to register. Your pre-registered bill will be removed if there is no transaction performed in the past 12 months. If you would like to register the bill again, please re-register by the above methods.

4.	Is there any daily transaction limit for bill payment?
A:	The daily maximum limit for bill payment is HK$99,999 per account. The limit is to be shared amongst bill payment services. The daily maximum limit for tax payment is HK$500,000 per account and the limit is to be shared amongst Internet Banking and Mobile Banking tax payment services. Pay Tax Tips

5.	Is there any charge for the bill payment service?
A:	No, it is free of charge. However, the payments made by credit card of the Bank to the bills of merchant categories of "Banking and Credit Card Services", "Credit Services" , "Securities Broker" or "Hong Kong Jockey Club" will be treated as cash advance transaction. For the Bank's charge for cash advance, please refer to Chong Hing Credit Card Charges Table and Chong Hing UnionPay Dual Currency Credit Card Charges Table.

6.	How to setup forward-dated bill payment instruction?
A:	You just need to input a future “Payment Date” up to 45 days in advance in “Bill Payment” input page in order to set up a forward-dated bill payment instruction.

7.	How long can be pre-set for the forward-dated bill payment instruction?
A:	Up to 45 days in advance can be set for a forward-dated bill payment instruction.

8.	How to know whether the forward-dated bill payment instruction has been successfully executed?
A:	An email notification will be sent to you upon the execution of the forward-dated payment instruction. You may also review last 45 days or 120 forward-dated payment records in “Bill Payment” > “Forward-dated Bill Payment”. You can add/update your email address in "Settings" > “Personal Information and Security Settings” > "Change Email Address" function to enjoy email notification service for free.

9.	Can I set the payment date of Forward-dated Bill Payment as Saturday, Sunday or public holiday?
A:	The payment date for forward-dated bill payment instruction can only be set as working days from Mondays to Fridays, except Saturdays, Sundays and public holidays.

10.	Can I cancel the instruction for the Forward-dated Bill Payment?
A:	Any same day instruction which accepted and processed by the Bank shall not be cancelled, amended, supplemented or revoked by the customer. Your forward-dated bill payment instruction can be amended before the specified Payment Date. For example, you have to amend the payment instruction on or before 3 Jan if the payment date is set as 4 Jan.

Telegraphic Transfer

What type of Telegraphic Transfer can I perform?

With the use of online Telegraphic Transfer, you can transfer fund to the registered or non-registered (mobile token authentication is required) overseas bank's account which bound by the aggregated daily transaction limit you set. Your pre-registered account will be removed if there is no transaction performed in the past 12 months. If necessary, please register the account via Internet Banking / Mobile Banking (mobile token authentication is required) or visit any of our branches in person to register.

Can I cancel the instruction for the fund transfer?

Any instruction which accepted and processed by the Bank shall not be cancelled, amended, supplemented or revoked by the customer.

Is there any charge for the Telegraphic Transfer Service?

Yes. Cable Charge is HK$110 per transaction.

Is there any cut-off time for the Telegraphic Transfer Service?

Yes.

For Mondays to Fridays

For Saturdays

Remittance Currency: RMB

Instructions accepted on or before 3:00 pm will be processed on the same day.

Instruction received after 3:00 pm will be processed on the next working day.

Instructions would be processed on next working day.

Remittance Currency: Other Currency (Except RMB)

Instructions accepted on or before 4:00 pm will be processed on the same day.

Instruction received after 4:00 pm will be processed on the next working day.

Is there any daily transaction limit?

The maximum daily limits (in HKD or equivalent) of online Telegraphic Transfer to other banks for each bank's account are as follows:

Transaction Type	Aggregated Daily Transaction Limit
Fund Transfer to other banks in Hong Kong (registered or non-registered account(s)) and Telegraphic Transfer to banks outside Hong Kong (registered account(s) only)	HK$1,000,000
Fund transfer to non-registered account(s) with other banks in Hong Kong (sharing the daily aggregated limit above)	HK$100,000

Are there any restrictions on individual accounts holders’ remittance of RMB to their Mainland accounts?

The Bank only supports instructions made by individual account holders who are Hong Kong residents to remit RMB to his/her own Mainland accounts, and the account name of the customer’s beneficiary account in the Mainland must be identical with that of his / her RMB savings account in Chong Hing Bank. Hong Kong resident can remit up to a maximum of RMB 80,000 per person per day and customer's daily outward remittance amount may be checked by the Clearing Bank for RMB business. RMB Remittance service is not applicable to non-Hong Kong residents and joint account holders.

When will the Mainland beneficiary account receive the remitted RMB funds?

The RMB remittance instructions accepted before 3:00pm, Mondays to Fridays (“cut-off time”) will be executed on the same day. Instructions accepted after the cut-off time or on Saturdays, Sundays and public holidays will be executed on the next working day. The time for receiving the remitted funds will depend on the operation of the beneficiary bank.

Foreign Currency Exchange

What type of currencies can I buy or sell?

You can buy or sell Renminbi and various types of foreign currencies, namely AUD, CAD, CHF, EUR, GBP, JPY, NZD and USD. Please note that foreign currency exchange is only applicable to the designated accounts under your own name.

Is there any cut-off time or effective time for Foreign currency exchange instructions?

Yes. You can only perform foreign currency Exchange transactions from 8:30 am to 6:00 pm on Mondays to Fridays and from 8:30 am to 1:00 pm on Saturdays (excluding Sundays and public holidays). Transaction submitted during non-service hours will not be accepted. Besides, please note that the Telegraphic Transfer rates quoted in "Foreign Exchange Rates" are for reference only. You will be notified of the actual Telegraphic Transfer rate prior to your final confirmation of the transaction.

Are there any daily transaction limits for Currency Exchange?

The daily transaction limits are listed below:

Service	Transaction Limit (Per Account)
Currency Exchange - Designated own accounts	Per Day	HK$5,000,000
Currency Exchange - Designated own accounts	Per Transaction	HK$3,000,000 (maximum) HK$50 (minimum)

Investment Account

1.	Can I enquire my investment account via Internet Banking / Mobile Banking?
A:	Yes, you can enquire details of your investment account(s) under “Account Overview”, including the quantity, market price and market value of the investment products in the account.

2.	Which type of investment products I can enquire?
A:	You can enquire details of your subscribed investment products, such as the holding records of funds, currency linked deposit, structured product and bonds.

3.	I have just subscribed an investment product at the branch, will the related record be displayed instantly on Internet Banking / Mobile Banking?
A:	You can enquire the transaction which not yet settled and its status will be displayed as “Pending”. Since there are different settlement periods for investment products, the subscription record will be displayed after the completion of the settlement process. Usually, it will take 3 to 5 working days. For subscription status enquiry, please contact our branch staff.

4.	Will the market price of investment product update instantly?
A:	No. As the update time of market price for different investment products are not the same, you may refer to the last update time, which is shown in brackets under the market price of the investment product. For more information, e.g. market price enquiry, please contact our branch staff.

Investment Profile Questionnaire

1.	Who can perform the Investment Profile Questionnaire and Vulnerable Customer Assessment?
A:	All Chong Hing Bank customers who have successfully applied or activated Internet Banking Services and holding an Investment Account can perform the Investment Profile Questionnaire and Vulnerable Customer Assessment.

2.	Can I complete the Investment Profile Questionnaire and Vulnerable Customer Assessment via Chong Hing Mobile Banking App?
A:	You can complete the Investment Profile Questionnaire and Vulnerable Customer Assessment via Chong Hing Mobile Banking.

3.	When I subscribed iBond, I have only opened an Investment Account without completing the Investment Profile Questionnaire and Vulnerable Customer Assessment. Can I complete the Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking for the first time?
A:	Personal Banking customers can complete the Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking. The relationship manager of Private Banking business will arrange Individual / Joint Private Banking customers to complete the Investment Profile Questionnaire and Vulnerable Customer Assessment at the same time during account opening. Therefore, Individual / Joint Private Banking customers cannot complete the Investment Profile Questionnaire and Vulnerable Customer Assessment for the first time via Internet Banking / Mobile Banking.

4.	Is it a 24-hour service for completing Investment Profile Questionnaire and Vulnerable Customer Assessment?
A:	Except during the system maintenance period, you can complete the Investment Profile Questionnaire and Vulnerable Customer Assessment anytime via Internet Banking / Mobile Banking.

5.	Are the questions and assessment methodology the same when I complete the Investment Profile Questionnaire and Vulnerable Customer Assessment via different channels?
A:	Yes.

6.	Can I get the score and result (i.e. risk tolerance level and the result of vulnerable customer assessment) immediately after I complete the Investment Profile Questionnaire and Vulnerable Customer Assessment?
A:	Yes. You may also save the result as necessary.

7.	Can I lower my risk tolerance level after I completed the Investment Profile Questionnaire and Vulnerable Customer Assessment?
A:	Yes, you can authorise the Bank to lower your risk tolerance level with your consideration after completing the Investment Profile Questionnaire and Vulnerable Customer Assessment.

8.	Do I need to print and sign the questionnaire and return it to any branches for confirmation after I completed the Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking?
A:	No. You can follow the instruction to save or print the questionnaire for reference instantly.

9.	Will I receive any notification letters or electronic messages after I completed the Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking?
A:	No. However, you can check the status of the Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking, for example, the validity, score and result (i.e. the risk tolerance level and the result of vulnerable customer assessment), but not including every questions and answers.

10.	Will I receive alert regarding the due date of my Investment Profile Questionnaire and Vulnerable Customer Assessment via Internet Banking / Mobile Banking?
A:	If your Investment Profile Questionnaire and Vulnerable Customer Assessment is overdue, an alert message will be displayed in Investment Profile Questionnaire and Vulnerable Customer Assessment page or in the relevant transaction pages when retrieving the result of “Investment Profile Questionnaire and Vulnerable Customer Assessment”, to remind you to update the questionnaire.

Fund Subscription / Switching / Redemption

1.	How can I set up instructions for fund subscription?
A:	After successfully logging on to Internet Banking / Mobile Banking, customers who have completed Investment Profile Questionnaire and Vulnerable Customer Assessment can subscribe fund by choosing "Investment" > "Funds" > "Fund Subscription".

2.	Can I change or cancel fund transaction?
A:	Once the fund transaction has been confirmed and processed, you cannot change or cancel the submitted instructions. Please carefully review the instructions before confirming. If you have any questions, please call our Customer Services Hotline at (852) 3768 6888.

3.	Can I switch / redeem funds through Internet Banking / Mobile Banking?
A:	Yes, you can switch or redeem the funds you hold within "My Fund Account".

4.	What is the minimum investment amount for Internet Banking / Mobile Banking?
A:	The minimum investment amount for Internet Banking / Mobile Banking is HK$100 (Accumulative Category) and HK$500 (Distributing Category). However, the minimum investment amount for specific funds remains at HK$20,000 or equivalent.

5.	There are some funds not available for subscription, why?
A:	Some funds may not be available for subscription due to limited subscription quotas or other reasons.

6.	What do the (F/P/K/A/I) in the sales documents of "Fund Subscription" represent?
A:	"F" represents Factsheet "P" represents Prospectus "K" represents Key Facts Statement (KFS) "A" represents Annual Report "I" represents Interim Report

7.	When will fund transaction instructions be processed if Black Rainstorm Warning Signal or Tropical Cyclone Warning Signal No. 8 or above is in force?
A:	If Tropical Cyclone Warning Signal No. 8 or above or Black Rainstorm warning is hoisted, the transaction will be processed on the next working day.

8.	I only have HKD in my settlement account. Can I subscribe funds denominated in other currencies?
A:	For subscription instructions, the fund currency must be same as the settlement currency. For example, if you subscribe a fund whose fund currency is HKD, you must have enough HKD in your settlement account. If you do not have sufficient currency for fund subscription, you may conduct foreign exchange via our Internet Banking or Mobile Banking to obtain the required currency.

Loans

1.	How do I view my loan account?
A:	You can go to "Loans" > "My Loans" or go to "Account Overview" > "Loan Account" to view your loan account on Internet Banking/Mobile Banking.

2.	How do I submit an Online Personal Loan Application via Mobile Banking? Do I need to log on for submission?
A:	You are not required to log on to Mobile Banking in advance for Online Personal Loan Application. You can log on to Mobile Banking, then go to "Loans" > "Online Application" for Online Personal Loan Application.

3.	Do I need to submit the Online Personal Loan Application during working hours?
A:	No. You can submit your Online Personal Loan Application around the clock, 7 days a week.

4.	How do I choose Loan calculator?
A:	You can select "Loans" > "Loan Calculator" to use the Loan calculator.

5.	How do I enquiry the loan product details?
A:	You can select "Loans" > "Details" to view the loan product details.

6.	Can I contact Chong Hing Bank for any questions about Online Loan Application?
A:	Please call our Customer Services Hotline at (852) 3768 8888 for any assistance.

Setup Transaction Limits

1.	How to setup transaction limit?
A:	You can setup or adjust the transaction limit via “Transfer Settings” > “Transaction Limit Setting" via Internet Banking/Mobile Banking.

2.	Can I set a higher aggregated daily fund transfer limit online?
A:	Yes. You can uplift the aggregated daily transfer limit within the maximum transaction limit assigned by the Bank via “Transfer Settings” > “Transaction Limit Setting" via Internet Banking/Mobile Banking (Mobile Token is required).

Add / Delete Account

1.	How to use "Add / Delete Account" on Internet Banking?
A:	Customer can manage his/her account(s) under the same signing authority, including HKD or foreign currency savings account, fixed deposit account, multi-currency savings account, current account, credit card account and investment account, as shown on Internet Banking and Mobile Banking by choosing "Add / Delete Account" under “My Setting” on Internet Banking. The account holder’s name and HKID number of the accounts should be the same as the account you registered for Internet Banking Services.

2.	If I delete the display of one of my accounts on Internet Banking, can that account be added again?
A:	Yes, your designated account(s) under the same signing authority can be added back anytime on Internet Banking. These may include HKD or foreign currency savings account, fixed deposit account, multi-currency savings account, current account, credit card account and investment account, but does not apply to designated primary account and registered third party account.

Request for Cheque Book

1.	How do I apply for Cheque Book?
A:	Please log in Internet banking and apply in "Settings" > "Account Settings" > "Request for Cheque Book", one cheque book will be sent to you by surface mail for each successful application. Please contact us immediately if you do not receive any cheque book after 14 days from the date of application.

2.	Is application of Cheque Book free of charge?
A:	This is a free service and there are no charges

Update Contact Information

1.	How can I update my mobile phone number record?
A:	Please visit any of our branches in person to update your mobile phone number record.

2.	How can I update my email address record?
A:	You may go to “Settings” in Internet Banking / “My” in Mobile Banking > “Personal Information and Security Settings” > “Update Email Address” or visit any of our branches in person to update your email address record.

Report Card Loss

1.	How can I report loss for my ATM Card or Credit Card?
A:	You can log on to Internet Banking / Mobile Banking, and press “Report ATM Card Loss” or “Report Credit Card Loss” under “Card Setting” to report card loss.

Customer Services and Supports

1.	Is there Customer Services Hotline if I have questions about using Internet Banking/Mobile Banking Services?
A:	If you have any enquiries, you can call our Customer Services Hotline at (852) 3768 6888 during office hours. For details of the office hours, please refer to "Contact Us".

Technical Highlights

1.	What browser do I need to use for the Internet Banking Services?
A:	To get the best results, you can choose Chrome 100, Microsoft Edge or Safari 15 or above browsers, and you need to enable JavaScript, TLS1.2 and Cookies to access the Personal Internet Banking Services.

2.	If my Internet connection were cut off after my transaction confirmation, how would I know whether the transaction has been processed?
A:	You can log in to the Internet Banking / Mobile Banking and check the transaction status in “Transaction Record, “Online Transaction Record”, ”Online Bill Payment Record”, ”Online Currency Exchange Record” and “Investment Transaction Records”. If it is a fixed deposit transaction, please check it in “Fixed Deposit Overview”. If you have any questions about transactions, you can call the Bank at (852) 3768 6888 during office hours.

3.	What should I do if I do not get a response after clicking a hyperlink, a button or an icon?
A:	The internet connection speed will be affected by network traffic, network speed, phone lines, server workload and other factors. If you encounter slow system response, please wait for a moment, or log out from your current session first and try again. If your problem persists, you can call our Customer Services Hotline at (852) 3768 6888 during office hours.