A.Service Features

Cyberbanking – Mobile Phone/PDA and CyberAlert A. Service Features Q-A1: What is Cyberbanking – Mobile Phone/PDA? A: Cyberbanking – Mobile Phone/PDA is a channel that enables Cyberbanking customers to conveniently access banking services and conduct transactions through designated mobile devices such as mobile phones and PDAs with a WAP or xHTML/HTML browser. Q-A2: What services are available via Cyberbanking – Mobile Phone/PDA? A: Via Cyberbanking – Mobile Phone/PDA, you can: • • • • • • • Check your account balances* Check your last 5 mobile phone/PDA transactions Transfer HKD funds to BEA accounts* Transfer HKD funds to other local bank accounts via the electronic clearing system* Pay bills* Make donations* Exit mobile phone/PDA service * You should create a template via Cyberbanking – Internet before using this service. In addition, via Cyberbanking – Internet, you can: • Register your mobile phone number and related details • Edit/Suspend/Resume/Delete your registered mobile phone number • Check all account activity conducted via Cyberbanking - Mobile Phone/PDA • Create/Edit/Suspend/Resume templates for Cyberbanking - Mobile Phone/PDA • Reduce your daily transaction limit for Cyberbanking - Mobile Phone/PDA Q-A3: How can I register the Cyberbanking – Mobile Phone / PDA and CyberAlert? A: To register the Cyberbanking – Mobile Phone / PDA, you should 1. Login Cyberbanking and click “Mobile Services” function at the main menu. 2. Click “Register Now” in the welcome page and complete your registration by entering the registration details including mobile phone number, BEA identity message, etc. 3. Assign a mobile password for using Cyberbanking – Mobile Phone / PDA. 4. Confirm the registration through your mobile phone or PDA by entering your mobile password after you have received a confirmation message from BEA. 5. Save the webpage with the hyperlinks named “BEA Home” and “Cyberbanking” as a bookmark in your mobile phone for future use. Afterwards, you can use the service by clicking the bookmark in your mobile phone. Q-A4: What are “Mobile Password” and “BEA Identity Message”? A: Mobile Password, 5-digit number assigned by user, is used to verify the identity of users for performing transaction via Mobile Phone / PDA channel while BEA Identity Message is used as the name of the sender in future SMS / WAP PUSH communication. P.1 of 17 Q-A5: What services are included under the main menu? A: The main menu includes the following services: Service Function Balance enquiry Check your account balance by template Last 5 txns. enquiry Check your last 5 mobile phone/PDA transactions Fund transfer to BEA Transfer HKD funds to BEA accounts by template A/C Fund transfer to non- Transfer HKD funds to other local bank accounts via BEA A/C (ECG) electronic clearing by template Bill payment Pay bills by template CyberDonation Make donations by template Exit Exit mobile phone/PDA service Additional services will be provided in the future. Q-A6: The main service menu is displaying the following options only: • Resend confirmation MSG • Exit What should I do? This is because you have not confirmed your previous registration / resumption / edition request through your mobile devices. You should click the “Resend confirmation MSG” option. Then, you will receive a confirmation message. You should open the message and input your mobile password to confirm your request. A: Q-A7: If I have recently registered an account under my Cyberbanking account (i.e. a “related account”), such as my savings account, do I need to do anything before I can access this account via the mobile phone/PDA channel? If I have recently created a template via Cyberbanking – Internet, do I need to activate it before I can use it? A: Yes. Related accounts and templates cannot automatically be accessed/operated via Cyberbanking – Mobile Phone/PDA. If you wish to access/operate them, please click “Template Maintenance” and then choose “Resume” via Cyberbanking – Internet. Login Q-A8: How do I use the mobile phone/PDA channel after successful channel registration? A: To begin using this channel, you should follow these steps: i. Open your xHTML/HTML/WAP browser. ii. Select the saved bookmark. The mobile phone/PDA main menu will then appear. iii. Click “Cyberbanking - Login” in the main menu. A login page will then appear. iv. Enter your mobile password and click “OK” on the login page. Once you have successfully logged in, the main menu will appear. Balance Enquiry Q-A9: How can I enquire a balance of an account through Mobile Phone / PDA? A: You should follow the steps below: i. After successful login, select “Balance Enquiry” in the main service menu ii. Select a template name and press “OK” Then you will see the currency, current balance and available balance of the account. Q-A10: Can I enquire the balance of my Foreign Currency Account or Time Deposit? P.2 of 17 A: You can enquire the balance of your registered foreign currency account in Cyberbanking – Mobile Phone / PDA. For time deposit account enquiry, please login Cyberbanking – Internet and enquire related account details. Q-A11: How can I create balance enquiry template? A: Once you have registered Mobile Phone / PDA in Cyberbanking – Internet. Templates for all valid related accounts in your Cyberbanking account will be created automatically with default template name. Q-A12: What is template of balance enquiry? A: It can help you to perform balance enquiry through mobile phone / PDA without disclosing your account information. Q-A13: How can I change the template name of balance enquiry? A: You should login Cyberbanking – Internet first and then change the template name by clicking “Edit” button of corresponding template under “Template Maintenance” of “Mobile Phone / PDA” function. Last 5 Mobile Phone / PDA Transactions Enquiry Q-A14: How can I enquire my last 5 Mobile Phone / PDA transactions? A: After successful login, you should select “Last 5 Txn. Enquiry” in the main service menu. Then, you will see your last 5 Mobile Phone / PDA transactions. Q-A15: Can I enquire transaction completed through Cyberbanking – Internet in Mobile Phone / PDA? A: No. You can only enquire last 5 Mobile Phone / PDA transactions in Mobile Phone / PDA. Q-A16: How can I enquire more Mobile Phone / PDA transactions? A: You should follow the steps below: i. Login to Cyberbanking – Internet and select “Mobile Services” in the main menu ii. Select “Mobile Phone / PDA” and click “Activity” button in the maintenance table iii. Select an account to view more Mobile Phone / PDA transactions Fund Transfer Q-A17: How can I perform a fund transfer through Mobile Phone / PDA? A: You should follow the steps below: i. After successful login, select either “Transfer – BEA” or “Transfer to Other Bank (ECG)” in the main service menu ii. Select a template name, enter your transaction amount and then press “OK” If the transaction is completed, you will see “Txn. Completed”, a WBK reference number and transaction date / time. Q-A18: How can I know my fund transfer transaction(s) through the Cyberbanking – Mobile Phone / PDA service is completed and accepted? A: If the fund transfer transaction is completed successfully, you will see “Txn. Completed” and a reference number “WBKXXXXXX” on your mobile phone or PDA screen. Q-A19: What are the daily transaction limits of Cyberbanking – Mobile Phone / PDA? A: Cyberbanking – Mobile Phone / PDA shares the same daily transfer limits with the BEA’s P.3 of 17 Cyberbanking – Internet. For more information, please refer to service guide or Cyberbanking website “www.hkbea-cyberbanking.com”. Also, you can change the maximum daily transaction limit of Cyberbanking – Mobile Phone / PDA through “Other Services” function of Cyberbanking – Internet. The range of the limit is between 0 and 50,000. Q-A20: What kind of fund transfer template can be selected in Mobile Phone / PDA? A: You can select templates for fund transfer within BEA account or fund transfer to other local bank via Electronic Clearing. Q-A21: Is it possible for me to cancel a transaction if it’s already completed? A: No. All transactions cannot be cancelled once completed. Q-A22: How can I create fund transfer template? A: You can create a new fund transfer template under “Fund Transfer – Hong Kong” function of Cyberbanking – Internet. Q-A23: What is template of fund transfer? A: It can help you to perform fund transfer transaction through mobile phone / PDA without disclosing your account information. Q-A24: How can I change the template name of fund transfer? A: You should login Cyberbanking – Internet first and then change the template name by clicking “Edit” button of corresponding template under “Template Maintenance” function of Cyberbanking – Internet. Bill Payment Q-A25: How can I perform a bill payment through Mobile Phone / PDA? A: You should follow the steps below: i. After successful login, select either “Bill Payment” in the main service menu ii. Select a template name, enter your transaction amount and then press “OK” If the transaction is completed, you will see “Txn. Completed”, a WBK reference number and transaction date / time. Q-A26: How can I know my bill payment transaction(s) through the Cyberbanking – Mobile Phone / PDA service is completed and accepted? A: If the bill payment transaction is completed successfully, you will see “Txn. Completed” and a reference number “WBKXXXXXX” on your mobile phone or PDA screen. Q-A27: What are the daily transaction limits of Cyberbanking – Mobile Phone / PDA? A: Cyberbanking – Mobile Phone / PDA shares the same daily transfer limits with the BEA’s Cyberbanking – Internet. For more information, please refer to service guide or Cyberbanking website “www.hkbea-cyberbanking.com”. Also, you can change the maximum daily transaction limit of Cyberbanking – Mobile Phone / PDA through “Other Services” function of Cyberbanking – Internet. The range of the limit is between 0 and 50,000. Q-A28: What kind of payment template can be selected in Mobile Phone / PDA? A: You can select CyberPayment, Bill Payment and JET Payment templates created from Cyberbanking – Internet in Mobile Phone / PDA. P.4 of 17 Q-A29: Is it possible for me to cancel a transaction if it’s already completed? A: No. All transactions cannot be cancelled once completed. Q-A30: How can I create payment template? A: You can create a new payment template under “CyberPayment”, “Bill Payment” and “JET Payment” function of Cyberbanking – Internet. Q-A31: What is template of bill payment? A: It can help you to perform bill payment transaction through mobile phone / PDA without disclosing your account information. Q-A32: How can I change the template name of bill payment? A: You should login Cyberbanking – Internet first and then change the template name by clicking “Edit” button of corresponding template under “Template Maintenance” function of Cyberbanking – Internet. CyberDonation Q-A33: How can I make donations via the mobile phone/PDA channel? A: To make donations, you should follow these steps: i. Once you have successfully logged in, select “CyberDonation” in the main menu. ii. Select a template name, enter your donation amount, and then press “OK”. iii. If the transaction is completed, you will see “Txn. Completed”, a WBK reference number, and the transaction date/time. Q-A34: How can I confirm that CyberDonations made via Cyberbanking – Mobile Phone/PDA have been successfully completed? A: If a CyberDonation transaction is successfully completed, you will see “Txn. Completed” and a reference number “WBKXXXXXX” on your mobile phone or PDA screen. BEA will also send notification to your Cyberbanking account via webmail. Q-A35: Is it possible for me to cancel a CyberDonation transaction if it’s already completed? A: No. All transactions cannot be cancelled once completed. Q-A36: What is a CyberDonation template? A: A CyberDonation template allows you to perform CyberDonation transactions through your mobile phone/PDA without disclosing your account information. Q-A37: How can I create a CyberDonation template? A: You can create a CyberDonation template under the Transfer - CyberDonation function of Cyberbanking – Internet. Q-A38: How can I change the name of a CyberDonation template? A: First, you should log in to Cyberbanking via the Internet and then change the template name by clicking “Edit” on the relevant template under “Template Maintenance”. Q-A39: How can I print a donation receipt for tax purposes? A: Donations of HK$100 or above are tax deductible with an official receipt. Once the donation is completed, notification will be sent to your Cyberbanking account via webmail. You may obtain a printout of your donation details by clicking the print icon on the page and contact the concerned charitable organisation for an official receipt for your donation. P.5 of 17 Service Hours Q-A40: What are the service hours? A: The service hours for each of the service types offered by Cyberbanking – Mobile Phone / PDA is the same as that offered by Cyberbanking – Internet. Safety Issues Q-A41: Is it safe to use Cyberbanking – Mobile Phone / PDA? A: This service utilises two-factor authentication that consists of user identification through pre-registered handset numbers and user verification through passwords for mobile phone and PDA banking. This provides customers with added protection and peace of mind when conducting banking transactions. Q-A42: Can I use a SMS / WAP PUSH message for confirmation of registration, edit or resumption request after a period of time (e.g. 30 minutes)? A: No. You should confirm it immediately or you can login to Cyberbanking – Internet and click “Re-send request” in the Mobile Phone / PDA Maintenance function to request a new SMS / WAP PUSH message again. Q-A43: Can I let my friends to use my mobile phone to perform Cyberbanking – Mobile Phone / PDA? A: You are advised NOT to let other people to use your mobile phone / PDA to perform banking transactions. Q-A44: How can I safely use my mobile password? A: You are advised to follow the security tips below: Mobile Password Management - Do not disclose your mobile password to anyone including any joint account holder(s). In addition, do not send your mobile password via email and never use the same mobile password to access other services. - Call our Bank immediately of any actual or suspected unauthorised use of your mobile password and confirm notification to our Bank in writing. - Do not, under any circumstances, disclose your mobile password to anyone who claims to represent our Bank or who claims to be our Bank's employee or other authorised person or the Police. It is not necessary for anyone to know your mobile password. Our Bank will never ask you for your mobile password by email or SMS / WAP PUSH message. Be sure not to use your identity card number, telephone number, date of birth, driving license number orany popular number sequences (such as 98765 or 12345) in your mobile password. Avoid using the same digit more than twice (such as 11111 or 22222). Do not write down your mobile password - memorise it. Be alert to your surroundings before conductingany banking transactions. - Make sure no one sees your mobile password. - For security reasons, change your mobile password regularly. P.6 of 17 - - Change your mobile password immediately if there is any suspicion of being deceived by fake websites, email or SMS / WAP PUSH message. For example, you fail to login to a service website after inputting your correct mobile password, with or without any alert messages. Confirm the “BEA Identity Message” before you enter mobile password for using Cyberbanking – Mobile Phone / PDA. Delete SMS / WAP PUSH message after using Cyberbanking – Mobile Phone / PDA. Q-A45: Do I need to set any security option in my mobile handset? A: You are requested to switch on the “connection security” at your mobile phone. Q-A46: What can I do if I forget my mobile password? Will the service being terminated if I failed to input correct mobile password for a few times? A: If you forget your password, please login to Cyberbanking – Internet and click “Edit” in the Mobile Phone / PDA Maintenance function to reset your mobile password. If you failed to enter correct password in 5 attempts continuously, your Cyberbanking – Mobile phone / PDA services will be suspended. You should login to Cyberbanking – Internet and click “Resume” in the Mobile Phone / PDA Maintenance function to resume the service. Q-A47: How can I change my mobile password? A: Please login to Cyberbanking – Internet and click “Edit” in the Mobile Phone / PDA Maintenance function to change your mobile password. Q-A48: Will the Cyberbanking – Mobile Phone / PDA logged out automatically if I didn’t input any command after log in? A: System will automatically log out from the service if you haven’t input any command in 1 minute. CyberAlert Q-A49: What is CyberAlert? A: CyberAlert is an online alert service for customers to receive alert message in form of out-dial voice alert with text SMS backup and / or e-mail alert messages after a transaction is done over a pre-defined transaction amount. Q-A50: What kinds of alert type will CyberAlert be provided? A: Initially, you can receive CyberAlert of the following transactions: i. ATM cash withdrawal transaction ii. Fund transfer transaction to non-designated account via Cyberbanking Q-A51: How can I register CyberAlert service? A: To register CyberAlert, you should 1. Login Cyberbanking and click “Mobile Services” function at the main menu. 2. Click “Register Now” in the welcome page and complete your registration by entering the registration details including mobile phone number, BEA identity message, etc. 3. Setup desired CyberAlert type(s) 4. Confirm the registration P.7 of 17 Q-A52: What is the minimum alert value for ATM cash withdrawal alert and fund transfer to non-designated account via Cyberbanking alert? A: The range of minimum values for ATM cash withdrawal alerts is between HKD100 and HKD10, 000. The range of minimum values for fund transfer to non-designated account via Cyberbanking alert is between HKD1 and HKD50,000. For transactions in currencies other than HKD, the Bank will apply its prevailing exchange rate to convert the transaction amount into HKD and such HKD equivalent amount will be checked against the minimum alert value. Q-A53: Do I need to activate my newly added account for using CyberAlert service? A: Any new ATM card(s) and / or related account(s) that is / are registered or become(s) effective after registration will not receive this service. If you wish to add it / them, please click “CyberAlert Maintenance” and then choose “Edit”. Q-A54: How can I change my registered e-mail address? A: Should you wish to change your e-mail address, please click “Other Services” in the menu on the left. P.8 of 17 B. Channel Registration Q-B1: Is registration required for the channel before I can access services via Cyberbanking – Mobile Phone/PDA? Are there any prerequisites? A: To use the mobile phone/PDA channel, you should have a Cyberbanking account and a BEA-designated mobile phone, Palm, or PDA with GPRS/WAP/WAP PUSH service and a WAP or xHTML/HTML browser. To register for channel access, you should follow these steps: 1. Log in to Cyberbanking and click “Mobile Services” in the main menu. 2. Click “Register Now” on the welcome page and complete your registration by entering your registration details including mobile phone number, BEA identity message, etc. 3. Assign a mobile password for Cyberbanking – Mobile Phone/PDA. 4. Set up your desired CyberAlert. 5. Confirm your registration through your mobile phone or PDA by entering your mobile password after you have received a confirmation message from BEA. 6. For your convenience and security, bookmark the “Cyberbanking – Introduction” and “Cyberbanking – Login” webpages in your mobile phone or PDA for future use. For GPRS/WAP/WAP PUSH services, please refer to your mobile network operator for details. Q-B2: Can I enroll GPRS / WAP service through the Bank’s branches? A: No. You should enroll the WAP / GPRS service through your mobile network operator. Q-B3: How long does it take to process my registration? A: After you have confirmed your registration by entering your mobile password through your mobile phone / PDA, you can use Cyberbanking – Mobile Phone / PDA at a glance. Q-B4: How long does it take to process my GPRS / WAP enrolment? A: Please refer to your mobile network operator for details. Q-B5: Do I need to enroll the service for receiving short messages with telecommunication companies in order to receive bank messages? A: Customer does not need to apply for the short message service as all mobile phones / PDAs are capable of receiving short messages. Q-B6: How can I terminate the Mobile Services? A: You can terminate the service in Cyberbanking – Internet. Q-B7: If I have changed my mobile network operator / mobile phone number, what should I do? A: Please login Cyberbanking – Internet and terminate the service. Afterwards, please register for your new details. Q-B8: Can I register the service with a mobile phone number which is not registered by my name? A: To safe keep your Cyberbanking account and prevent un-authorised access to your account, you should not register a mobile phone number that is belongs to others. Please register your own name mobile phone number for using the service. P.9 of 17 C. Service Fees Q-C1: Is there any service fee for Cyberbanking – Mobile Phone / PDA? A. During the promotional period, the Bank will waive your service fee for using the service. On the other hand, your mobile network operator will charge you for GPRS and / or SMS / WAP PUSH usage fee for accessing the services. Details please refer to your mobile network operator. Q-C2: Which GPRS / WAP service plan is / are currently offered? A: Details please refer to your mobile network operator. P.10 of 17 D. Handset Specific Questions Q-D1: How can I setup the GPRS / WAP setting for using Cyberbanking – Mobile Phone / PDA? A: Details please refer to your mobile network operator. Q-D2: I cannot find the “OK / 確定” or “Next / 下一個” in my mobile phone. Where can I found them? A: For some Nokia mobile phone, you can choose “OPTION / 選項” and then select “Shortcuts / 快捷操作” or “Service Option / 服務選項”. You will find “OK / 確定” or “Next / 下一個”. This is a general feature of some Nokia mobile phones. Q-D3: I cannot open the mobile password input page for confirmation and login. What should I do? A: Please ensure your mobile handset is the supported model. If you are using a WAP1.2.1 mobile handset, please ensure the security setting for opening WTLS encryption in your handset is “ON”. P.11 of 17 E. SMS / WAP PUSH Message and Voice Alert SMS / WAP PUSH Message Q-E1: If I switched off my mobile phone, can I still get SMS / WAP PUSH message? A: No, you cannot get reply message from the Bank if you switched off your mobile phone. Reply messages will only be delivered to your mobile phone when it is switched on and under the areas that have coverage. You can request any unconfirmed SMS / WAP PUSH message by selecting “Re-send Confirmation MSG” in the main menu in your mobile phone / PDA or “Re-send request” in the Mobile Phone / PDA Maintenance page of Cyberbanking – Internet. Q-E2: How would I know a SMS / WAP PUSH message is received? And how to retrieve them? A: There will have an alert indication of a new SMS / WAP PUSH message being received. You just need to press the appropriate key to open the message. If you are using a 3G handset, please read your message inbox. Q-E3: Can I save a SMS / WAP PUSH message? How many can I save in my handset? A: SMS / WAP PUSH message will be stored in message inbox / PUSH inbox. The number of message that can be saved in the handset will depend on the storage capacity in the handset. In order to prevent confusion, it is recommended that you should delete the message after using the service. Q-E4: What will happen if a SMS / WAP PUSH message is received while I am using my phone? A: There will still have an alert indication of a new SMS / WAP PUSH message being received. Q-E5: What should I do if a call is received while I am performing a transaction? A: Different handling method will be adopted for different handset. If you can return to the previous WAP screen after finished your call, you can continue your transaction. Your handset may log out WAP automatically. If you want to confirm whether your transaction is completed or not, you can login to Cyberbanking and check your record. Q-E6: If I’ve diverted my calls to another mobile number, can I still receive SMS or WAP PUSH message as usual? A: SMS or WAP PUSH message cannot be diverted to other numbers directly. You should use your original SIM card to receive the messages. Q-E7: I do not receive SMS / WAP PUSH message. Why? A: Once the Bank receives your request, the Bank will process it and deliver a SMS / WAP PUSH message to your handset soon. There are several possible reasons that you do not receive reply message from the Bank: • • • • You have switched off your mobile phone. You are in the area which is not under coverage. You have not completed your request. The Bank / mobile network operator is still processing your request. P.12 of 17 Q-E8: Why a SMS / WAP PUSH message is not received even when the phone is on? A: There are various reasons that make your phone cannot receive reply message even it is switched on. The most common reason is during message delivery, you are in the area that does not have coverage or your message box is full. Q-E9: How to retrieve confirmation messages when my phone is off for one day? A: You can request any unconfirmed SMS / WAP PUSH message by selecting “Re-send Confirmation MSG” in the main menu of our service in your mobile phone / PDA or “Resend request” in the Mobile Phone / PDA Maintenance page of Cyberbanking – Internet. Q-E10: Why it takes so long to receive the message? A: Both the Bank and mobile network operator will handle your request immediately. However, mobile service network status may affect the response time. Q-E11: Why I receive a message for Cyberbanking – Mobile Phone / PDA service and open it with the following content? Identity: Status is Activity! Mobile Password: A: This is because the message is expired before you receive it. Please delete it in your handset and request a new message again. Voice Alert Q-E12: If I switched off my mobile phone, can I still get voice alert? A: No, you cannot get reply message from the Bank if you switched off your mobile phone. System will retry automatically if the message is not delivered successfully*. If the message still cannot be delivered successfully after 3 attempts, an SMS alert will be sent to you. You can receive the SMS when your mobile phone is switched on and under the areas that have coverage. *If customer hasn’t answered the voice alert, or listened to it less than 10-sec, the system will treat it as unsuccessful call. Q-E13: How would I know a voice alert is received? A: You will hear ring tone from your mobile phone when you receive a voice alert, just like receiving a phone call. You just need to press the appropriate key to listen the message. Q-E14: Can I save a voice alert? A: No. You cannot save a voice alert. Q-E15: What should I do if a voice alert is received while I am using my phone? A: You just need to hold your current call and receive the voice alert call. Q-E16: If I’ve diverted my calls to another mobile number, can I still receive voice alert as usual? A: Voice alert could be diverted to other numbers directly. P.13 of 17 Q-E17: I do not receive a voice alert. Why? A: Once the Bank receives your request, the Bank will process it and deliver a voice alert to your handset soon. There are several possible reasons that you do not receive the alert from the Bank: • • • • You have switched off your mobile phone. You are in the area which is not under coverage. You have not completed your request. The bank / mobile network operator is still processing your request. Q-E18: Why a voice alert is not received even when the phone is on? A: There are various reasons that make your phone cannot receive reply message even it is switched on. The most common reason is during message delivery, you are in the area that does not have coverage. Q-E19: Why it takes so long to receive a voice alert? A: Both the Bank and mobile network operator will handle your request immediately. However, mobile service network status may affect the response time. P.14 of 17 F. Coverage Q-F1: Where can I use Cyberbanking – Mobile Phone / PDA and / or CyberAlert? A: You can use Cyberbanking – Mobile Phone / PDA and / or CyberAlert under the areas that have coverage of WAP / SMS / WAP PUSH / GPRS / mobile phone service of your mobile network operator. Q-F2: Can I use Cyberbanking – Mobile Phone / PDA outside Hong Kong? A: Yes. You can use the service in any country which your mobile service operator has GPRS roaming and / or overseas SMS / WAP PUSH coverage with additional charges from your mobile network operator. Please confirm the charging fee from your mobile network operator. Q-F3: In which countries can I receive a SMS / WAP PUSH messages? A: You can receive a SMS / WAP PUSH message in any country which your mobile network operator has GPRS roaming and / or overseas SMS / WAP PUSH coverage with additional charges from your mobile network operator. Details please refer to your mobile network operator. Q-F4: Do I need to pay IDD charges when using Cyberbanking – Mobile Phone / PDA overseas? A: You need to pay GPRS roaming and / or overseas SMS / WAP PUSH charges to your mobile network operator if you are using the service overseas. Details please refer to your mobile network operator. P.15 of 17 G. Transmission Time Q-G1: How long will it take to wait for a SMS / WAP PUSH message? A: Once the Bank receives your request, the Bank will process it and deliver a SMS / WAP PUSH message to your handset soon. Usually, it will take less than 1 minute but depend on the capacity and the traffic volume of communication network. Q-G2: How long will it take to perform a banking transaction? A: Once the Bank receives your request, the Bank will process it and deliver a reply message to your handset immediately. P.16 of 17 H. Others Q-H1: What should I do if the message is not completed or differed from what I have entered? A: Please call the Bank’s hotline to confirm whether your request has been processed. Q-H2: I cannot access the Cyberbanking – Mobile Phone / PDA menu, what’s wrong? A: Please login Cyberbanking and re-send the bookmark again for login the service. Q-H3: Should I inform the Bank on lost phone? A: If you have lost the SIM too, you should suspend the service through Cyberbanking – Internet and inform your mobile network operator if necessary. -- END -- P.17 of 17