FAQ

Q1: How do I apply for DBS iBanking Service?

A: DBS iBanking allows our customer to access the Enquiry Mode and Transaction Mode:
  • To apply for Enquiry Mode access, you can go to www.dbs.com.cn, select “Login”, then “iBanking” and proceed with Online Application by clicking on “Register” button. You need to input your debit card number, card PIN, ID type, ID number and Email Address that were used to open account with DBS to complete the Enquiry Mode registration of iBanking.

  • Based on regulatory requirements, for Transaction Mode application, you shall go to any of DBS branches in China to apply and fill in application, register with your mobile phone number to receive OTP (One Time Password) through SMS, collect your registered iB secure device to generate one time security PIN and finish the registration at branch by receiving a notice. Following the notice you will be guided to create your iBanking account step by step. If you have successfully applied for Enquiry Mode before, you can directly access Transaction Mode after you have registered your mobile phone number and got your iB secure device with us.

Q2: What is the prerequisite for DBS iBanking?

A: You can apply for DBS iBanking so long as you have one DBS China Debit Card. Otherwise, please visit any of our branches to apply. Our staff will assist you in issuing debit card and registering iBanking.

Q3: What are available services as well as their serving time via DBS iBanking?

A: The main available services provided by DBS iBanking are:

TypeServiceServing Time
Accounts
Account Overview 24 Hours
Account Balances 24 Hours
Account Activity 24 Hours
Foreign Currency Account Opening 24 Hours
View e-Statement 24 Hours
Transfers
CNY Fund Transfer
  • Funds Transfer within DBS Accounts (including Transfer to Own DBS accounts and Transfer to Other DBS Accounts): 24 Hours
  • Fund Transfer to Other Banks: Business Hours from 08:00 – 16:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted out of Business Hours stipulated above, it will be automatically processed on the next Business Day.
Overseas FCY Fund Transfer Business Hours from 09:00 – 15:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted out of Business Hours stipulated above, it will be automatically processed on the next Business Day.
Change Limit 24 Hours
Deposits
Term Deposit Account Opening 24 Hours
Change TD Maturity Instruction 24 Hours, but must submit before the last working day before TD matures
Call Deposit Account Opening 24 Hours
Make a CD Request Business Hours from 08:00 – 16:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted out of Business Hours stipulated above, it will be automatically processed on the next Business Day.
Investments
View Investment Summary 24 Hours
Financial Needs Analysis – Core Update/Inquiry 24 Hours
Onshore Unit Trust Registration 24 Hours
Onshore Unit Trust Subscription/ Redemption/ Switch/ Order Cancellation/ Inquiry Cut-off window till 15:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted after cut-off stipulated above, it will be automatically processed on the next Business Day.
DBS QDII Product- Overseas Funds Series Subscription/ Redemption/ Switch/ Order Cancellation/ Inquiry Cut-off window till 14:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted after cut-off stipulated above, it will be automatically processed on the next Business Day.  
Structured Investment Product Subscription/ Inquiry/ Delete 24 Hours, for specific products please refer to related document about subscription time.
Foreign Currency Exchange Business Hours from 09:00 – 17:30, Mondays to Fridays (with exception of Public holidays).
CNY/Foreign Currency Conversion Business Hours from 09:30 – 16:30, Mondays to Fridays (with exception of Public holidays).
Services
Alerts, Messages and Reminders 24 Hours
Setup Account Nickname 24 Hours
Update Mailing Address 24 Hours
Change User ID 24 Hours
Change Password 24 Hours  
Update Personal Information 24 Hours
Change Login Preference 24 Hours
Activate Dormant Account 24 Hours
Request new Cheque Book 24 Hours
Stop Cheques 24 Hours
Request Statements 24 Hours
Change Card Limit 24 Hours
Report Card Lost 24 Hours

Q4: Which types of customer are able to perform investment related transactions via DBS iBanking?

A:

Investment Customer TypeWhether be able to Perform via DBS iBanking
Structured Investment Subscription
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card. Yes
Others No
CNY to FCY Conversion
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card.) Yes
Others No
FCY to CNY Conversion
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card.) Yes
Resident of Hong Kong and Macau (Account opening identification document is valid Travel permit for residents of Hong Kong and Macau to China Mainland) Yes
Foreigner (Account opening identification document is valid foreigner’s passport) Yes
Others No
Onshore Unit Trust Registration, Subscription/ Switch/ Redemption/ Cancel/ Inquiry
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card.) Yes
Resident of Hong Kong, Macau and Taiwan (Account opening identification document is valid Travel permit for residents of Hong Kong and Macau to China Mainland or valid Travel permit for Taiwan residents to China Mainland) Yes
(Also depends on further approval from related fund house.)
Foreigner (Account opening identification document is valid foreigner’s passport) Yes
(Also depends on further approval from related fund house.)
Others No
First Time Subscription for DBS QDII Product - Overseas Fund Series
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card.) Yes
Others No
Subsequent Subscription for DBS QDII Product - Overseas Fund Series
Domestic Resident of Mainland China (Account opening identification document is valid second-generation National ID card or temporary ID card.) Yes
Others Yes
Note:
  1. For customers related to US, it is prohibited performing transactions with regard to Structured Investment Products, Onshore Unit Trust and DBS QDII Product - Overseas Fund Series.
  2. Please come to any of DBS branch to complete your first Financial Needs Analysis if you want to purchase investment product at first time in DBS.

Q5: Which types of transfer are available in DBS iBanking? What is transfer serving time? Is transfer real time?

A:

Transfer TypeServing Time
CNY Domestic Fund Transfer
Transfer to Own DBS accounts 24 Hours, real time if no exception
Transfer to Other DBS Accounts 24 Hours, real time if no exception
Fund Transfer to Other Banks
  • Business Hours from 08:00 – 16:00, Mondays to Fridays (with exception of Public holidays). Within this window transaction will be processed real time but when amount reaches payee’s account depends on related payee bank.
  • For transactions submitted out of business hours above, it will be processed on next Business Day and on Fund Transfer Preview page notification info in Red will be shown on top of the page.
FCY Overseas Fund Transfer Business Hours from 09:00 – 15:00, Mondays to Fridays (with exception of Public holidays). For transactions submitted out of Business Hours stipulated above, it will be automatically processed on the next Business Day. When amount will reach beneficiary’s account depends on Correspondent Bank and Beneficiary Bank.

Q6: Is service fee via iBanking cheaper than via Counter Services?

A: Yes, details as follows:
  • CNY Fund transfer to other Bank no service fee charge till April 30, 2017.

  • Monthly Statement Request

    Mass customerTreasures customer
    10 CNY per transaction 5 CNY per transaction

Q7: How does transfer status be defined and how to update the status?

A:
  1. CNY Domestic fund transfer is real time from 8:00-16:00 during working day but the final transaction final status will only be updated during EOD batch: After Customer submits the fund transfer transaction he/she will see the status as In Progress. Customer will not see its final status whether successful or failed till next working day. If customer tends to inquire whether fund transfer is successful or not, please check based on if destination bank account received the amount.

  2. For FCY overseas fund transfer, it is processed manually by back office and no status update. Fund transfer will be proceed during the same day if the instruction is submitted from 9:00-15:00 during working day, otherwise, it will be proceed next working day. Customer will be reached via phone if there is any exception. If customer tends to inquire whether overseas fund transfer is successful or not, please check based on if beneficiary account received the amount.

Q8: What types of preparation should I do before making a transfer via DBS iBanking?

A:
  1. Add Payee:

    For CNY Domestic Fund Transfer, there is no need to Add Payee to transfer within your own DBS accounts. However, you will need to add payee for transfers to other DBS accounts or non-DBS accounts. To add payee successfully, you will need to know and input the correct payee’s bank name, branch name, account name and account number. For other bank account case please input account number or card number based on destination bank, in normal cases for local bank we can input card number. (For some foreign banks in China, might need to input account number, it is recommended to check with related bank before adding payee.)

    For FCY Overseas Fund Transfer, you ought to add beneficiary first. Please ensure input the correct info like: Beneficiary Bank info, Corresponding Bank info, Beneficiary Name, Beneficiary Account Number, Beneficiary Address etc. For Beneficiary Account Number, please input the account number, not the card number.

  2. Transfer limits:

    There are 2 types of limits: the Daily Limit and Transaction Limit. Daily Limit is the maximum amount which you are allowed to transfer via iBanking daily, which is set at a maximum of 100,000 CNY; while Transaction Limit is the maximum amount which you are allowed to transfer in a single transaction. CNY Domestic Fund Transfer and Overseas Fund Transfer Daily and Transaction Transfer limits are all set as 0 by default, thus it is required to set before performing fund transfer to other Bank/other DBS account or Overseas Funds Transfer at first time.

Q9: What should I do if I cannot find related destination bank from Bank Name dropdown?

A: If you cannot find your destination bank from Bank Name dropdown, please try following:
  • Please check whether your destination bank is categorized as 农村合作银行( e.g. 江苏泗洪农村合作银行), if yes then please choose “农村合作银行(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

  • Please check whether your destination bank is categorized as 村镇银行( e.g. 江苏灌云民丰村镇银行), if yes then please choose “村镇银行(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

  • Please check whether your destination bank is categorized as 城市商业银行( e.g. 广州银行), if yes then please choose “城市商业银行(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

  • Please check whether your destination bank is categorized as 农村商业银行( e.g. 福建石狮农村商业银行), if yes then please choose “农村商业银行(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

  • Please check whether your destination bank is categorized as 城市信用合作社( e.g. 大兴安岭塔河城市信用社), if yes then please choose “城市信用合作社(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

  • Please check whether your destination bank is categorized as 农村信用合作社( e.g. 乐山市五通桥区农村信用合作社), if yes then please choose “农村信用合作社(合集)”, then after selecting the corresponding Province and City, you will probably be able to find the bank from Branch field.

If your problem still persists, please contact the destination bank or call 4008208988 to contact our customer service for help.

Q10: Why did I encounter exception when trying to change limit?

A: Please be informed that Transaction Limit cannot be greater than Daily Limit. And the maximum Daily Limit allowed in iBanking currently is 100,000 CNY.

Q11: Why did I encounter exception when performing fund transfer service?

A: If your Fund Transfer request has been processed but not successful, it is usually due to wrong payee information, or an error with the payee’s bank. Please check with payee’s bank for additional information.

Q12: What happens if I forget my iBanking User ID or Password?

A: You can utilize links provided on iBanking login page to re-print iBanking User ID or reset password.

Q13: Why do I encounter a failure when I attempt to log in to DBS iBanking?

A: The usual login failure encountered is due to customers’ account being dormant or there is a temporary error in the system. You can call 4008208988 to contact our customer service for help.

Q14: Why did my iBanking Online Application/ Reset Password/ Reprint User ID encounter a failure?

A: This is usually due to customer’s debit card being in an abnormal status (for example, suspended due to debit card loss report), wrong debit card password, or wrong password input for more than 5 times. By the way, if you input National ID card number and if its last character is an alphabetical character, ensure to make it capitalized. You can call 4008208988 to contact our customer service for help.

Q15: If I enter the wrong iBanking password, will the system immediately suspend my iBanking service?

A: If you have entered the wrong OTP number for 5 times, the system will suspend your iBanking service for security purpose. Once your iBanking service is suspended, you will either utilize “Reset your Internet Banking Password” service by using iB secure device to unlock your account or go to any of our branches to unlock it.

Q16: Will my iBanking session be automatically terminated and logged out?

A: If we detect that there is no transactions done after more than 10 minutes in your session, we will prompt you if you would wish to continue with the session. If there is no response to this prompt after 5 minutes, the system will automatically log you out.

Q17: Is it safe to use DBS iBanking?

A: Our customers’ details and transactions are safely kept by us. The SMS OTP or iB secure device generates a unique number every time it is being triggered. Hence, starting from the point where customers log in, till they start to do non-financial/financial transactions, the SMS OTP or iB Secure PIN will act as a security barrier to protect your access and transactions and prevents your personal details from being stolen.

On top of that, our iBanking website uses a 128-bit Extended Validated Secure Socket Layer (SSL) for encryption. All information that you key in on the site will be protected and kept confidential under SSL. In the event that the data is being stolen, the SSL encryption will prevent your information from being decrypted. Our iBanking website is hosted behind a HTTPS page, which is more secure than the usual HTTP. If you need to verify that the iBanking site you are visiting is legitimate, look out for the small lock icon usually located in the lower right hand corner of your Web browser window.

Q18: What is the SMS OTP?

A: The OTP is the 2nd layer authentication tool used by DBS to authenticate customers. When a customer tries to do a transaction that requires 2nd layer authentication, a unique random OTP will be generated and sent to the customer via the mobile number that the customer registered with us to receive the OTP. The SMS OTP has only got a validity of one-time use within a certain short timeframe. For every new login session, change of personal particulars, transactions via iBanking, you will need to receive and input the SMS OTP or iB Secure PIN or the combination. This is to ensure additional authentication and security.

If you receive a SMS OTP number while you are not logging in your DBS iBanking or doing transaction, please dial 4008208988 and notify our customer service immediately.

Q19: What is the mobile number for DBS iBanking to send SMS message for SMS OTP?

A: In normal case 106905158988 is being used to send SMS OTP. In addition, there are some following alternate mobile numbers to send SMS in case there is any issue on the primary number: 006592977432, 006598163899, 0085264506614.

Q20: Can I receive the SMS OTP number when I am overseas?

A: Yes, you can, provided you have activated the international auto-roaming service on your mobile number. Any charges incurred while using auto-roaming will be based on your mobile service provider.

Q21: Can I receive the OTP number using a foreign mobile number?

A: Yes, you can.

Q22: What should I do if I lost my iB Secure Device or it is broken? Any fee charge required?

A: If you lost your iB Secure Device or it is broken, please go to any of our banking branches in China to replace a new one and it is free of charge as of now.

Q23: If I enter the wrong SMS OTP number or iB Secure PIN, will the system immediately suspend my iBanking service?

A: This depends.

If during iBanking login, you have entered the wrong SMS OTP number or iB Secure Device PIN for 5 times, the system will suspend your iBanking service for security purpose. Once your iBanking service is suspended, you will either utilize “Reset your Internet Banking Password” service by using iB secure device to unlock your account or go to any of our branches to unlock it.

If after successful login and you are performing transaction which requires authentication, once you have entered the wrong SMS OTP number or iB Secure PIN for 3 times, then system will force you logout but doesn’t suspend your iBanking service. You can continue for further transactions after successful relogin.

For more queries regarding to iB Secure Device please refer to FAQ for “Secure Device”.