Help & Support

Manage Your Account - Password and OTP

  • Retrieve user ID and password

    For new OCBC Securities client, the user ID and password will be mailed to you separately. The default user ID will be your trading account number in a 7-digit format, e.g. 0123456.

    For existing OCBC Securities client who have just applied for the iOCBC online trading account, the default user ID will be your existing trading account number in a 7-digit format, e.g. 0123456. Only the password will be mailed to you.

    For existing iOCBC clients who have applied for an additional trading account, kindly use your existing user ID and password to login (single login concept). We will not issue any new user ID and password.

  • Change user ID and password

    To change your user ID and password, simply click on “Account Mgmt” menu:

    User ID

    The new user ID chosen has to be alphanumeric and bearing 6 to 15 characters, e.g.  XYZ123456 or xyz123456.

    Password

    The new password chosen has to be alphanumeric, case-sensitive and bearing 8 to 12 characters, e.g. ABC123, abc123.

    Note:

    Special symbols, e.g. &, {, !, $, etc., are not allowed for both user ID and password

    For added security, your new password cannot contain consecutive repeated characters.

    Example of acceptable new password by the system: london480

    Example of non-acceptable new password by the system: apple2008 (contains repeated “p” and repeated “0” consecutively)

    For added security, we have implemented periodic password change in our system. You are required to change your password every 300 days. Your existing password will still be valid if you do not login to iOCBC for more than 300 days. Upon successful login, you will be prompt to change to a new password. The previous password can only be recycled upon 3 password changed cycles

  • Forgot password

    Call us at 1800 338 8688 or +65 6338 8688 to arrange for a new password to be mailed to you.
  • Unsuccessful login attempts

    Your account will be blocked if you have made 3 consecutive unsuccessful login attempts.

    Please call us at 1800 338 8688 or +65 6338 8688 for further assistance.

  • Apply for iOCBC access (form)

  • 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 http://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 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

    Call us at 1800 338 8688 (Singapore) or +65 6338 8688 (Overseas) or email cs@ocbcsec.com to arrange for a new hardware token to be mailed to you. If your existing faulty token was issued less than 3 years ago, please download the Request for Replacement / Change of OTP Token Form”  and mail it back to us along with the faulty token to get a fee waiver of S$20.

    This does not apply to corporate accounts (Please refer to the section "OTP token for corporate accounts")
  • Loss of hardware token

    Contact us at 1800 338 8688 or +65 6338 8688 if you are calling from overseas.

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

  • Switching from hardware to SMS token

    Call us at 1800 338 8688 or +65 6338 8688 or email cs@ocbcsec.com to switch from a hardware to an SMS token.

    Note:

    For corporate accounts, only hardware tokens can be used. SMS token is not applicable.

    If you have relocated to another country on a permanent or temporary basis, we are unable to complete your token switch by phone or email. Please also download the "Request for Replacement/Change of OTP Token form" & "CRS Form" and mail it back to us to update your tax residency.
  • Selection of SMS token

    Step 1: Go to http://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 token selection screen is no longer valid or blank, update your contact details with us by

    (ii) If the token selection screen is not available to you, please download the Application for iOCBC Online Trading Access / OTP Token Form and mail it back to us.

    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

    Please click here for basic troubleshooting steps. If the problem persists, please call us at 1800 338 8688 or +65 6338 8688 for assistance.
  • 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 mobile phone for SMS token

    If you lose your mobile phone, please call us at 1800 338 8688 or +65 6338 8688 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.