Help & Support

One-Time Password (OTP)

New security measure for accessing iOCBC with additional OTP generated from a token


We have improved our security systems as of 1 November 2012 and you will need to use an additional  One-Time Password (OTP) for accessing the iOCBC Online and TradeMobile platforms. The OTP is a 6-digit password that is generated from either a hardware or SMS token, depending on your selection. Refer to MAS website for more details (Section 4.4 and 4.5)

You can make your token selection online. Alternatively, complete the OTP Token Application Form and send it back to us. For security reasons, we will not send any token to you if you have not made any selection.

Security features of the OTP

Every OTP is unique and can only be used in conjunction with an iOCBC User ID and Password. Should an unauthorized person gain knowledge of your User ID and Password, the new process prevents access to your iOCBC account entry because the OTP can only be obtained via a personal token.

In addition, every OTP stays valid only for 3 minutes after it has been generated, and it cannot be used more than once.You will have to obtain a new OTP if you do not login within the stipulated time.

Choosing your token

There are 2 easy-to-use tokens for a simple, secure and convenient online trading experience. You can choose to use a hardware token to generate your OTP, or have it sent via SMS to a designated mobile phone number. You can perform your token selection online. Alternatively, complete the OTP Token Application Form and send it to us. For security reasons, we will not send any token to you if you have not made any selection.

 

The table below compares the two types of tokens

 

Hardware

SMS

Personal Security Device

A credit card sized token

Your mobile phone

Mode of use

OTP generated by pressing red button on hardware token device

OTP pushed to designated

mobile phone number via SMS.

Overseas usage

Yes

Yes, dependent on mobile network service provider

Benefits

·      Small and portable

·      Simple to use — no installation required

·      No mobile network connection required

·      1 Bank Experience - use the same token for OCBC Online banking transactions from October 2012 onward

·      No additional hardware device to carry around

·      Virtually no effort required in generating OTPs

Suitable for customers who

·      Travels frequently

·      Do not mind carrying an additional physical device

·      Are primarily based in Singapore

·      Prefer not to carry additional devices

·      Do not mind occasional delays. Timeliness dependent on mobile operator

User friendliness rating

         Good

                    Moderate

 
Note: SMS usage may incur charges. You are advised to check with your overseas mobile operator.

Selection and mailing of hardware token

You can make your selection in one of the two ways:

Online selection (Only available in September)

Step 1: Go to www.iocbc.com. Click on the ‘Login’ button

Step 2: Enter your iOCBC User ID and Password

Step 3: Follow the on-screen instructions

Step 4:  Do verify that your mailing address is correct prior to online submission of your request

Note:

(i) To receive your hardware token at an alternate address, please complete and mail back the original “Application for iOCBC Online Trading Access / OTP Token Form to us. Such request for a one-off re-direction of the hardware token to your alternate mailing address will NOT amend your official mailing address in our records.

(ii) If the online token selection screen is not available to you, please download and complete the Application for iOCBC Online Trading Access / OTP Token Form


 We are not able to accept fax or email request.

 

Hardcopy Form

Download the “Application for iOCBC Online Trading Access / OTP Token Form. Upon completion, please mail the original form back to us.

Note:
(i) We are not able to accept fax or email request.
(ii) The processing time is 5  working days upon receipt of the completed form with a valid signature.

Activating hardware token

Once you receive your hardware token, please proceed to activate it immediately.

To activate:

Step 1 : Log into iOCBC online trading platform 

Step 2 : Click on the "Activate Hardware Token" link on the left navigation. 

Step 3:  Follow the on-screen instructions.

View User Guide

Note:

a) Each token is unique and tagged to you. You will not be able to use another person's token to activate your trading account.

b) Once you have successfully activated your token, the system will end your session automatically. For subsequent logins, you will be required to enter not only your User ID and Password, but also the OTP generated from your token.

c) First time users of iOCBC are required to complete the authentication process via the Online trading platform before being able to login via the TradeMobile App:

Stage 1: Refer to Steps 1 to 3 above 
Stage 2: Re-login with your User ID , password and OTP generated from your token
Stage 3: System will prompt you to accept our Standard Terms & Conditions

 

Login using hardware token

Login to iOCBC using your User ID and Password. When prompted, press the red OTP button on your hardware token to generate the OTP. Enter the 6-digit OTP and click “Submit”.

Faulty hardware token

If your hardware token is not functioning, you can request for a replacement by completing the “Request for Replacement / Change of OTP Token Form”  and mail it back to us together with the faulty token to get a fee waiver of S$20.

Loss of hardware token

Contact us at 1800 338 8688 or at (65) 63388688 if you are calling from overseas.

S$20 will be charged for the replacement of every lost token

Switching from hardware to SMS token

Kindly complete the “Request for Replacement / Change of  OTP Token Form”  and mail it back to us

Selection of SMS token

Step 1: Go to www.iocbc.com. Click on the ‘Login’ button

Step 2: Enter your iOCBC User ID and Password

Step 3: Follow the onscreen instructions

Step 4: Do verify that your mobile number is correct prior to online submission of your request

If you are using an international mobile number, please ensure that the country and area code is displayed correctly in the following format:

Examples:
Malaysia - (60 + 9 digits) 
Australia (614 + 8 digits)
Hong Kong (852 + 8 digits) 
China (861 + 10 digits)
United States (1 +10 digits)
United Kingdom (44 +10 digits)

 


SMS usage may incur charges. You are advised to check with your overseas mobile operator.

 

 

Note:
(i) If your mobile number displayed on the screen is no longer valid or blank, you must complete and mail back the  Application for iOCBC Online Trading Access / OTP Token Form to us.
(ii) If the online token selection screen is not available to you, please download and complete the Application for iOCBC Online Trading Access / OTP Token Form 


Once successfully activated, the OTP will be sent automatically to your mobile phone via SMS within the next few seconds.

Did not receive OTP via SMS after repeated attempts

Call us at 1800 338 8688 or (65) 6338 8688 to check if the mobile number you registered with us is correct.

Reactivating of account due to invalid OTP entries

You will need to reactivate your account if you have exceeded  the maximum number of attempts to submit  a valid OTP. Call us for further assistance at 1800 338 8688 or (65) 6338 8688 if you are calling from overseas.

Loss of mobile phone for SMS token

If you lose your mobile phone, please call us at 1800 338 8688 or (65) 63388688 immediately to disable your SMS token. If you are retaining the same mobile phone number, you can subsequently reactivate your SMS token to the same mobile number.

Using SMS token overseas

OCBC Securities will continue to send you the OTP via SMS, and you should be able to receive them as is the case for personal SMSes when you are overseas. As your receipt of such SMSes will depend on your mobile network operator's roaming service, you may wish to consult them on delivery of SMSes while overseas.

However, as there may be some time delay in receiving the SMSes,when overseas, you may wish to consider selecting the hardware token instead.

OTP token for joint account holders

Each Joint Trading Account Holder must have their own user ID, password, and OTP generated from their valid token for logging in to the joint trading account on iOCBC. This arrangement will allow both account holders to access the joint trading account at the same time.

OTP token for corporate accounts

Login to the iOCBC online trading portal to register for your hardware token. Alternatively, download the Application for iOCBC Online Trading Access / OTP Token Form, endorse and return the form for processing.

Only one token can be registered to a corporate iOCBC User ID at any one time.

If your company holds both an iOCBC Online Corporate Account and a OCBC Corporate Account, you will require 2 separate tokens to access your Bank and shares trading account respectively.

OTP Token for both OCBC Bank and iOCBC

 

Existing oval-shaped hardware token issued by OCBC Bank

You cannot use your existing oval-shaped token provided by OCBC Bank to access your iOCBC trading accounts. Instead, please request for a new hardware token directly from OCBC Securities to access your iOCBC trading account.


Using hardware token issued by OCBC Securities to access OCBC Online Banking

After you have been issued with a hardware token from OCBC Securities and activated it via iOCBC, you can then use it to access your personal OCBC Online Banking account. 

To do so, login to your OCBC Online Banking account using your existing OTP token issued by OCBC Bank and follow the on-screen instructions.


Using the new rectangular-shaped OTP token issued by OCBC Bank to access iOCBC

The new rectangular-shaped hardware token issued by OCBC Bank from 8 October 2012 onwards can be used to generate the OTP for accessing your iOCBC trading account. Once you have activated the token via OCBC Online Banking, you may link it to your iOCBC trading account via the iOCBC Online Trading platform. (Note:This feature is however not available for Corporate account holders)

Details about OCBC Bank's new hardware token can be found here.

If you wish to  have a separate hardware token for iOCBC Online Trading, please complete and mail back the “Application for Token Form” to us. We are not able to accept fax or email request for this form.

 



Important Notes

Trading in securities, Leveraged FX, and Futures can be very risky, and you may lose all or more than the amount invested or deposited. You should therefore consider carefully and exercise caution in making any trading decision whether or not you have received advice from any financial adviser. The information provided herein is intended for general circulation/discussion purposes only and may not be published or circulated (in whole/in part) without our written consent. It does not take into account the specific investment objectives, financial situation or particular needs (collectively "Objectives") of any particular person. Please seek advice from an independent financial adviser regarding the suitability of any trade or investment product taking into account your Objectives before making a commitment to trade or purchase the investment product. If you choose not to seek independent financial advice, please consider whether the trade or product in question is suitable for you. This does not constitute an offer/solicitation to buy/sell/subscribe for any investment products or to participate in any particular trading or investment strategy. Any proposed transaction is subject to the final expression of the terms in the definitive agreement/confirmation. No representation or warranty whatsoever (including without limitation any representation or warranty as to accuracy, usefulness, adequacy, timeliness or completeness) in respect of any information (including without limitation any statement, figures, opinion, view or estimate) provided herein is given by OCBC Securities Private Limited ("OSPL") and it should not be relied upon as such. OSPL does not undertake an obligation to update the information or to correct any inaccuracy that may become apparent at a later time. All information presented is subject to change without notice. OSPL shall not be responsible or liable for any loss or damage whatsoever arising directly/indirectly howsoever in connection with or as a result of any person acting on any information provided herein.