Frequently Asked Questions

According to CBC regulations, foreigners opened account with passport or Alien Resident Certificate (ARC) expiry within one year will not be able to process foreign currency transactions via the Online Banking.

If you are executing transactions between foreign currencies such as currency exchangesor transfers, the total amount of all transactions per day can not exceed the equivalent of TWD $3,000,000 in order to mitigate any risks.

The Banking allows you to set up the designated accounts for TWD, foreign currency and loan transfers as well as non-designated accounts for TWD fund transfers. If you would like to set up non-designated accounts for fund transfers, please select “Set up non-designated accounts for TWD fund transfers” when you apply for the Online Banking.

1. If you make TWD fund transfers on the Online Banking and Mobile Banking to a designated account, the maximum amount allowed per transaction is TWD $2,000,000. The total amount of all fund transfers per day day shall not exceed the TWD $3,000,000.
2.  If you make TWD fund transfers on the Online Banking to a non-designated account, the maximum allowed per transaction is TWD $50,000. The total amount for all fund transfers per day shall not exceed TWD $100,000. The total amount for all fund transfers per month shall not exceed TWD $200,000.
   If you make TWD fund transfers on the Mobile Banking to a non-designated account, the maximum allowed per transaction is TWD $100,000. The total amount for all fund transfers per day shall not exceed TWD $200,000. The total amount for all fund transfers per month shall not exceed TWD $1,000,000.
   Above transaction amount limit are combine with Online Banking and Mobile Banking.
3.  For your convenience, time deposits and TWD trust investments are not subject to the transfer amount limits

1. Any new application for the Online Banking will automatically set up all of your accounts* with the Bank as designated transfer accounts. Customers can visit any Standard Chartered Bank branch to set updesignated and non-designated accounts for inward transfers. Designated accounts allow you to make higher TWD transfer amounts, so users must provide their National ID card and signature/seal of the account, and visit any Standard Chartered Bank branch to set up designated accounts.
   * General joint account and joint accounts with spouse (where two signature/seals are required for withdrawal) are excluded. Cheque accounts will be set as designated accounts for inward transfer.
2. For certain accounts that you don’t want to set as designated accounts for inward transfers, but you need to make inward transfer to those accounts, we will provide you with 20 frequently used accounts for fund transfers. Please log in to the Online Banking, select “TWD Funds Transfers” and click “Non-Designated Frequently Used Account Management”.

Transfer frees for transfers made through the Online Banking are the same as transfer fees for transfers make through ATMs. Please visit the Standard Chartered Bank website, click “Inquiry” and then choose “Standard Chartered Bank Pricing Policy” for more information. If there is a promotion, the promotional rate shall apply.

Yes, you are able to schedule one time TWD transfers or recurring transfers via the Online Banking.

Please note:

1. One time transfers may be scheduled for any transfer date within 30 days from the next business day.
2. Recurring transfers may be scheduled for any transfer dates within 12 months from the next business day.
3. When you set up a recurring transfer, your amount for transfer will be debited from your designated transfer account per your settings. If a month has no such date per your transfer date settings, your account will be debited for your transfer on the immediate available following date. (For example, if your had set up your recurring transfer date as the 31st of each month, your transfer will not be executed on November 31 because there is no such date in the month of November, and your transfer will thus be executed on December 1.)

If your computer freezes or disconnects from the network, please restart your PC to reconnect to network and then log in to the Online Banking to check your transaction details. If the transaction is listed in the transaction details, it means fund transfer or payment transfer has been completed. You may also contact our 24-hour customer service at 4058-0088 or dial (02) 4058-0088 from your mobile phone, and we will be able to help you.

If the scheduled transfer date falls on a national holiday, the transfer will be executed on the same day. Please note, we strongly suggest you to view “Account Details” to check the result.

Please note that fund transfers or payment transfers are conducted in real time on the Online Banking, just like one an ATM. You are unable to cancel transactions once you click “OK”. Please make sure all information is accurate before you make any transfers. If you are scheduling a future transaction, you can follow instructions to cancel the transaction under “Scheduled Transactions” before the transaction date.

Yes, you can. After you login Online Banking Service, please select Settings and then “change username” or “change Fixed Password” to complete your change.

Please note that a successful change must meet the requirements for username setting: 6 to 12 alphanumeric characters that must contain at least one English letter. Username is case-sensitive and shall Neither be the same with user’s ID number or Fixed Passwords, nor consist of a series of the same English letters/digits.

After you complete the change, you are required to use the new username and Fixed Password to login successfully.

1.  Yes, you may request cheque books. Please log in the Online Banking, select “Loss Reports/Cheque Orders” under the “Settings” on the left, and then select “Order Cheque Book”.
2. Please collect your cheque book at the branch where you opened your cheque account with in 3 days after you have completed the cheque book order via the Online Banking.
3. Please note that the branch where you open your cheque account will decide whether to approve your cheque book order and the number of cheque books to be issued. The Online Banking only allows you to order cheque books but does not necessarily approve the number of cheque books to be issued to you.

1.  Yes, you can report losses. Please log in the Personal Online Banking, select “Loss Report/Cheque Orders” under “Personal settings” on the left, and you will be able to report a loss on the following items:
   1. Passbook and signature seal of current TWD savings deposits.
   2. Passbook and signature seals of the FCY savings deposits.
   3.  Passbook, certificate of deposit and signature seals of FCY time deposits.
2. Please note, the Personal Online Banking only allows you to report a loss. Please follow our guidelines by visiting any of our branch with your ID document to cancel the report of a loss, apply for reissuance or change signature seals. We would like to apologize for any inconvenience this may cause.

The RMB standing instruction would be failed under any of the circumstances bellow:
●　No sufficient funds in the designated account.
●　Exceed daily exchange limit (CNY 20,000).
●　Exceed daily accumulated amount of foreign exchange limit (equal to TWD 500,000).
●　Any flag on the designated account.

Please contact any of our branches for any inquiry or cancellation of the RMB standing instruction.

Once the application of RMB standing instruction is successfully completed, you will be informed via the confirmation email. To inquire the transaction details, please log in the SCB Personal Online Banking-Account Details-Saving Deposits

The transaction must be executed on a business day. If the designated transaction day falls on a non-business day for the Bank, no transaction will be executed and it would not be deferred.

RMB standing instruction could be executed with daily or weekly frequency and the exchange period is up to one-year.

The exchange rate of RMB standing instruction is subject to the daily exchange rate at 10AM published by the Bank.

The minimum exchange amount for RMB standing instruction is CNY 1,000 and maximum up to CNY 20,000.
Please note that the daily CNY exchange limit is CNY 20,000 per person, and the transactions conducted via all banking channels would be accumulated.

Yes, you may set up alerts. Please log in the Online Banking, select “Credit Cards” on the left, and select “Alerts” to set up SMS alerts and E-mail alerts.

Standard Chartered Bank will receive your payment depending on your payment method. You will be able to check the payment record after it is received by the Standard Chartered Bank.

No. The majority of mutual funds are available for subscription on Online Banking. But a small number of specific fund products are not available online and can only be purchased at the Bank’s counter due to relevant regulations, policies and subscription amount limit, or because they entail higher investment risks and require specialists’ explanation. Such products include mutual funds Class B shares (whose handling fees are collected afterwards), new mutual funds raised domestically, structured notes and domestic bonds. If you are interested in subscribing for the abovementioned products, please visit one of the Bank’s branches to apply. We are sorry for the inconvenience.

1.  The Bank reserves the right to terminate or alter the content of this special program anytime. The updated content of the special program, as well as relevant restrictions and points for attention regarding fund subscription, redemption and switching are pursuant to the announcements posted on the Bank’s website.
2. Customers who plan to purchase funds on Online Banking or through phone banking are advised to open a trust account at the Bank and apply for trust fund transaction services on Online Banking and phone banking first.
3. This special program shall not be used together with other preferential offers.
4. The applicable fund products are restricted to those sold by the Bank when the fund purchases are made.
5.  The lifetime 40 percent handling fee discount offer would be terminated when customers terminate their single amount or periodical fund transfer (with regular or irregular amounts) investments.
6. Details about trust investments:
   (1) Trust investments entail risks. Clients are advised to thoroughly read the entire content of the agreements before signing the contract.
   (2) Assets put in trust are invested in targets other than savings, and therefore not protected by deposit insurance.
   (3) Aside from exercising the due care of a good administrator, the Bank does not guarantee that management of the trusted funds and capital does not incur losses. Nor does it guarantee the minimum returns. Clients/beneficiaries shall assume sole responsibility for their profits or losses.
   (4) When conducting non-discretionary money trust businesses, clients shall understand and agree that any fees the Bank might obtain from counterparties are deemed the trust rewards entitled to the Bank.
   (5) Fund investments are not covered by deposit insurance. Such investments entail risks, which might incur losses on the capital.
   (6) Provided clients’ transactions are identified by fund companies as short-term trading, fund companies or distribution organizations could reject fund switching applications or subscription requests. They can also demand the clients to pay a certain proportion of redemption fees or other relevant charges, which shall be collected in accordance with respective fund companies’ regulations.
   (7) Fund investments are not deposits. Investors shall assume sole responsibility for their profits or losses as trusted banks do not offer capital or interest guarantees. Investment performances vary depending on when the investments are made. Past performances are no guarantee of future performances. The Bank would exercise the due care of a good administrator. Investors shall assume full responsibility for possible investment risks, including capital losses, exchange rate losses, or fund dissolution, liquidation, transfer or merger.
   (8) Domestic or offshore funds are approved or agreed to take effective by Financial Supervisory Commission, which does not mean no risks are entailed. Fund management companies’ past management performances are no guarantee of future investment performances. Investors are advised to choose investment targets with discretion. Fund management companies’ past management performances are no guarantee of the funds’ minimum investment returns. Aside from exercising the due care of a good administrator, fund management companies do not take responsibility for the funds’ profits or losses, or guarantee minimum returns. Investors are advised to thoroughly read the fund products’ public disclosure instructions before making purchases.
   (9) Fund products’ interest rates do not equal return rates. Their past interest rates do not represent future interest rates. The funds’ net values might fluctuate due to market factors.
   (10) The funds sold by the Bank are approved by Financial Supervisory Commission but it does not mean they entail no risks. As some high-yield bonds’ credit ratings fall short of the investment grade or they have not been assessed by credit ratings, and they are highly sensitive to interest rate fluctuations, such funds might incur losses when interest rates rise, market liquidity drops, or when bond issuers default, fail to pay capital and interest or bankrupt. Such funds are not suitable for the investors who cannot afford relevant risks. Fund management companies’ past management performances are no guarantee of the funds’ minimum investment returns. Aside from exercising the due care of a good administrator, fund management companies do not take responsibility for the funds’ profits or losses, or guarantee minimum returns. Investors are advised to thoroughly read the fund products’ public disclosure instructions before making purchases.
   (11) Investments in China’s funds are subject to the relevant laws and regulations stipulated by the Republic of China. Investments in negotiable securities circulating in Chinese mainland’s securities market are restricted to those listed on the market. The total amount invested in the abovementioned negotiable securities shall not exceed 10 percent of the funds’ net asset value; thereby the funds are not fully invested in Chinese mainland’s negotiable securities. Investors are advised to take notice of changes in China’s government policies, laws and regulations, accounting and tax systems, economy and the market, which might pose investment risks.
   (12) The fees and charges born by fund products (offshore funds charge distribution fees) are listed in the products’ public disclosure instructions or investors’ notices. The Bank provides public disclosure instructions (or their Chinese translation version) or investors’ notices. Such information is also available at the Market Observation Post System (http://mops.tse.com.tw) or the offshore fund information observation post system (http://www.fundclear.com.tw).

1.  Please visit the Bank’s branch first to apply for the online fund transaction function and open a trust account.
2.  After logging into Online Banking, please take part in the investment suitability analysis before making fund transactions.

Please log into Online Banking and select “Trust Investment.” In the investment performance inquiry section, the Bank offers services for you to check / calculate handling fees and check the products’ net values. Transparent information ensures you a pleasant and secure experience in making investments.

Yes, we always keep your priorities in mind. On Online Banking, you can change the monthly investment amounts and the payment deduction date, and decide whether you wish to suspend or continue with the payment deduction. Making investments is so easy.

On the Bank’s Online Banking, you can subscribe for Lump-sum or rsp onshore and offshore trust funds in NTD. If you have foreign currency deposits, you can also subscribe for single-amount or small-amount trust funds denominated in foreign currencies.

n case you need to update your Customer Investment Profile, please be advised that currently our Digital Banking supports only browsers of IE 11 and above, Firefox 5 and above and Safari 9 and above for Customer Investment Profile services. We apologize for any inconvenience this may have caused.

According to CBC regulations, customer processes currency exchange transactions (TWD from/to FCY) in Bank wise channels (cumulating Over-The-Counter, Digital Banking, ATM and Phone Banking transactions) may be up to TWD $500,000. As such, the subsequent Digital Banking transactions exceeding the subject limit will not be succeeded. Customer will be required to provide supporting documents and fill out applications over-the counter in any of the Bank’s FX branches to process,

According to CBC regulations, foreigners opened account with passport or Alien Resident Certificate (ARC) expiry within one year will not be able to process foreign currency transactions via the Online Banking.

If you would like to convert TWD to foreign currency (i.e. buying foreign currency), please check the sell price of the exchange rates. If you would like to convert foreign currency to TWD (i.e. selling foreign currency), please check the buy price of the exchange rates.

Before making your application, please check if you have provided your mobile phone number to the Bank. You can apply for SMS OTP through the following ways:

Password users:

• Bring your ID card and verification account seal to any of the Bank’s branches to make application in person.
• Customer Service Hotline: please call the Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088).
• e-ATM: Use your chip ATM card with card reader to login e-ATM, select “SMS OTP Unlock Service” in the Online Banking Service section, and follow the instructions to complete your application.

If you wish to add or change mobile phone number, please call the Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088) or visit any of the branches in person.

SMS OTP (Short Message Service One-Time Password) is a set of password generated randomly and can only be used once. It is applicable to higher-risk transactions, such as non-TWD non-designated transactions. When you conduct such transactions, the system will send a set of SMS OTP to your mobile phone immediately, providing you safe and convenient online banking services.
To protect your rights and interests, each set of SMS OTP is only valid within 100 seconds of its sending. If you enter wrong SMS OTP for 3 times consecutively , your SMS OTP function will be locked.

If you enter the wrong SMS OTP for consecutively 3 times, your SMS OTP will be locked. You can unlock it through the following Channels:

• Bring your ID card to any of the Bank’s branches to make unlock application in person.
• Customer Service Hotline: please call the Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088).
• e-ATM: Use your chip ATM card with card reader to login e-ATM, select “SMS OTP Unlock Service” in the Personal Online Banking Service section, and follow the instructions to complete your application.

We will neither send SMS OTP if you are not conducting any online transactions, nor provide phone numbers in the SMS and require you to call back. If any of above situations happens, please contact with Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088) immediately.

If the SMS OTP you receive contains different transaction information and webpage identification code from what are shown on the webpage, please DO NOT enter this SMS OTP and contact with Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088).

The reasons you do not receive SMS OTP may include:

• Weak mobile phone signal – please move to places having stronger signal and restart the transactions.
• Insufficient mobile phone or SIM card memory – please delete some of your SMS and restart the transactions.
• You did not provide mobile phone number, or you did but provided the wrong one – please visit Personal Details section on the right side of the webpage after login Personal Online Banking Service and Verify your personal information. If you wish to make changes, please call the Customer Service Centre at 4058-0088 (mobile phone users please dial (02)4058-0088) or visit any of the branches in person.
• You have set Up to filter out advertising SMS. Please check with your telecom operator.
• You use a telecom network that does not support international SMS (overseas customers) – please check with your telecom operator.

Yes. The SMS OTP will be sent to the mobile phone number you provide to the Bank. Please make sure you have provided correct form of mobile phone number to receive the SMS, which includes country code, Area code and phone number. Please note that you will need to pay for the roaming fee. Please refer to the tariff of your telecom operator.

You do not need to pay for receiving SMS OTP in the origination country. If you are abroad, you will need to pay for the roaming fee. Please refer to the tariff of your telecom operator.

Under normal circumstances, you can receive the SMS OTP within 1 minute.Please note that the sending and receipt of SMS OTP might be delayed when telecom networks are busy.

Please note that “username” and “Password” are case-sensitive. You might have set “caps lock” on or off when you make entries.

If you are a “Password” user, please use any of the following ID verification methods: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card magnetic stripe PIN, click on “online unlock” on the online banking homepage, and then you can reset your username and Password.

Use “Fixed Password” to login and get locked after 3 times of wrong entry consecutively, your login qualification and “SMS OTP” will be locked at the same time. Please use any of the following ID verification methods: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card magnetic stripe PIN, click on “online unlock” on the online banking homepage, and follow the instructions to complete the unlock process. If you wish to unlock “SMS OTP”, please proceed through e-ATM or Contact center or visit any of our branches in person.

To ensure the security of your transaction, Standard Chartered Bank does not allow more than 2 users to log in to the same acocunt on the Online Banking at the same time. When you refresh the web page, it will be regarded as repeat login. Therefore, the system will ask you to close your browser and log in 10 minutes later.

If you do not make any transactions within five minutes after you log in, the system will automatically log you out to ensure the safety of your account. This is to prevent others from seeing your information or using your account when you are away from your desk. If an account have been automatically logged out, any further attempts to use the account will result in a system message indicating the transactions are invalid.

If you did not follow the normal procedure to log out of the Personal Online Banking, you will need to wait for10 minutes before you can log in again. This is because the system has not yet closed the security program on the account and still regards the account in use by user. If an account is still regarded in use by a user, repeat logins are not allowed. Therefore, it is suggested you always log out of the system when leaving the Personal Online Banking.

If you do not make any transactions within ten minutes after you log in, the system will automatically log out of your account to ensure the safety of your account.

No. The majority of mutual funds are available for subscription on Online Banking. But a small number of specific fund products are not available online and can only be purchased at the Bank’s counter due to relevant regulations, policies and subscription amount limit, or because they entail higher investment risks and require specialists’ explanation. Such products include mutual funds Class B shares (whose handling fees are collected afterwards), new mutual funds raised domestically, structured notes and domestic bonds. If you are interested in subscribing for the abovementioned products, please visit one of the Bank’s branches to apply. We are sorry for the inconvenience.

1.  The Bank reserves the right to terminate or alter the content of this special program anytime. The updated content of the special program, as well as relevant restrictions and points for attention regarding fund subscription, redemption and switching are pursuant to the announcements posted on the Bank’s website.
2. Customers who plan to purchase funds on Online Banking or through phone banking are advised to open a trust account at the Bank and apply for trust fund transaction services on Online Banking and phone banking first.
3. This special program shall not be used together with other preferential offers.
4. The applicable fund products are restricted to those sold by the Bank when the fund purchases are made.
5.  The lifetime 40 percent handling fee discount offer would be terminated when customers terminate their single amount or periodical fund transfer (with regular or irregular amounts) investments.
6. Details about trust investments:
   (1) Trust investments entail risks. Clients are advised to thoroughly read the entire content of the agreements before signing the contract.
   (2) Assets put in trust are invested in targets other than savings, and therefore not protected by deposit insurance.
   (3) Aside from exercising the due care of a good administrator, the Bank does not guarantee that management of the trusted funds and capital does not incur losses. Nor does it guarantee the minimum returns. Clients/beneficiaries shall assume sole responsibility for their profits or losses.
   (4) When conducting non-discretionary money trust businesses, clients shall understand and agree that any fees the Bank might obtain from counterparties are deemed the trust rewards entitled to the Bank.
   (5) Fund investments are not covered by deposit insurance. Such investments entail risks, which might incur losses on the capital.
   (6) Provided clients’ transactions are identified by fund companies as short-term trading, fund companies or distribution organizations could reject fund switching applications or subscription requests. They can also demand the clients to pay a certain proportion of redemption fees or other relevant charges, which shall be collected in accordance with respective fund companies’ regulations.
   (7) Fund investments are not deposits. Investors shall assume sole responsibility for their profits or losses as trusted banks do not offer capital or interest guarantees. Investment performances vary depending on when the investments are made. Past performances are no guarantee of future performances. The Bank would exercise the due care of a good administrator. Investors shall assume full responsibility for possible investment risks, including capital losses, exchange rate losses, or fund dissolution, liquidation, transfer or merger.
   (8) Domestic or offshore funds are approved or agreed to take effective by Financial Supervisory Commission, which does not mean no risks are entailed. Fund management companies’ past management performances are no guarantee of future investment performances. Investors are advised to choose investment targets with discretion. Fund management companies’ past management performances are no guarantee of the funds’ minimum investment returns. Aside from exercising the due care of a good administrator, fund management companies do not take responsibility for the funds’ profits or losses, or guarantee minimum returns. Investors are advised to thoroughly read the fund products’ public disclosure instructions before making purchases.
   (9) Fund products’ interest rates do not equal return rates. Their past interest rates do not represent future interest rates. The funds’ net values might fluctuate due to market factors.
   (10) The funds sold by the Bank are approved by Financial Supervisory Commission but it does not mean they entail no risks. As some high-yield bonds’ credit ratings fall short of the investment grade or they have not been assessed by credit ratings, and they are highly sensitive to interest rate fluctuations, such funds might incur losses when interest rates rise, market liquidity drops, or when bond issuers default, fail to pay capital and interest or bankrupt. Such funds are not suitable for the investors who cannot afford relevant risks. Fund management companies’ past management performances are no guarantee of the funds’ minimum investment returns. Aside from exercising the due care of a good administrator, fund management companies do not take responsibility for the funds’ profits or losses, or guarantee minimum returns. Investors are advised to thoroughly read the fund products’ public disclosure instructions before making purchases.
   (11) Investments in China’s funds are subject to the relevant laws and regulations stipulated by the Republic of China. Investments in negotiable securities circulating in Chinese mainland’s securities market are restricted to those listed on the market. The total amount invested in the abovementioned negotiable securities shall not exceed 10 percent of the funds’ net asset value; thereby the funds are not fully invested in Chinese mainland’s negotiable securities. Investors are advised to take notice of changes in China’s government policies, laws and regulations, accounting and tax systems, economy and the market, which might pose investment risks.
   (12) The fees and charges born by fund products (offshore funds charge distribution fees) are listed in the products’ public disclosure instructions or investors’ notices. The Bank provides public disclosure instructions (or their Chinese translation version) or investors’ notices. Such information is also available at the Market Observation Post System (http://mops.tse.com.tw) or the offshore fund information observation post system (http://www.fundclear.com.tw).

1.  Please visit the Bank’s branch first to apply for the online fund transaction function and open a trust account.
2.  After logging into Online Banking, please take part in the investment suitability analysis before making fund transactions.

Please log into Online Banking and select “Trust Investment.” In the investment performance inquiry section, the Bank offers services for you to check / calculate handling fees and check the products’ net values. Transparent information ensures you a pleasant and secure experience in making investments.

Yes, we always keep your priorities in mind. On Online Banking, you can change the monthly investment amounts and the payment deduction date, and decide whether you wish to suspend or continue with the payment deduction. Making investments is so easy.

On the Bank’s Online Banking, you can subscribe for Lump-sum or rsp onshore and offshore trust funds in NTD. If you have foreign currency deposits, you can also subscribe for single-amount or small-amount trust funds denominated in foreign currencies.

n case you need to update your Customer Investment Profile, please be advised that currently our Digital Banking supports only browsers of IE 11 and above, Firefox 5 and above and Safari 9 and above for Customer Investment Profile services. We apologize for any inconvenience this may have caused.

We adopt “Password” and “SMS OTP” (Short Message Service One-Time Password) to safeguard your online transaction security. Through the “ Password” that you set on your own, you can login Online Banking Service and complete most of the low-risk transactions, such as designated transfers and time deposit services. For higher-risk transactions, we require you to enter SMS OTP to complete. SMS OTP is a set of randomly generated code. Each set of code sent to your mobile phone is different every time and is only valid for 100 seconds. Each set of SMS OTP can only be used once. This not only provides protection of your online transaction security but also convenient use of online banking services.

Also, 128 bits SSL encryption is used to send packets of Online Banking data. Hackers will not be able to decode or read the data even they intercept it. The Online Banking Service employs https to encrypt your data. If the lock icon appears in the browser, the data you are sending is encrypted and prevented from loss or theft.

The Online Banking Service provides you with banking services, trust investments, credit cards management, and other transaction or inquiry services. Main functions of the Online Banking Service include the following:

1. Overview
2.  Account Details
3. Transfers
4. Time Deposits
5. Loans
6. Payments
7. Customer Investment Profile
8. Trust Investments
9. Trust Account Opening
10. Priority Banking Service
11.  Credit Cards
12.  e Statements
13. Personal Settings
14. Mobile Banking Service
15. Insurance

The Online Banking Service provides 24-hour services in banking, trust investment, credit card management and inquiries whenever and wherever you need. Customers can easily enjoy our safe and convenient services without even leaving home.

1. Due to overdrafts or secured loans on time deposits issued from “ALMA Accounts” or “Integrated Accounts”, you will not be able to use the early termination and rollover/cancellation features for these types of time deposits through our Online Banking service and must contact the branch where your time deposit was opened.
2. To process early terminations or rollover/cancellations for time deposits opened at a branch with no passbook or certificates, please visit the branch where the time deposit was opened.

1. TWD time deposits services can only be transacted from during business day of 1:30 to 15:30.
2. FCY time deposits services can only be transacted from during business day of 9:00 to 15:30.
3. The execution date of a scheduled time deposit must be set on a bank business day.

Please note the followings when setting up a foreign currency time deposit:

1. The foreign currency time deposit will be debited from the designated foreign currency account for outward transfer. The minimum amount required is $1000 of the foreign currency. There is no maximum amount.
2.  The foreign currency time deposit will be debited from the designated foreign currency account for outward transfer. The amount will be credited back to the designated foreign currency account for outward transfer upon maturity or termination.
3. Virtual certificates instead of paper certificates are issues for this type of transaction.

Please log on to the Personal Online Banking. Choose “eStatement” on the left and click “Apply / Cancel” to apply.

Credit card eStatements & Banking eStatements are provided to you free of charge.

Yes. Transactions conducted using the Online Banking, such as fund transfers, mutual fund subscriptions and other transactions, will be listed on your banking eStatements. You can also click “Account Details” for details of your transactions.

Please log in the Personal Online Banking, select “Scheduled Transfers” under “Account Details” on the left, and select “Preview/Cancellation” to view or cancel your scheduled transaction.

Your account details such as account balances and transaction details are all real time information.

We will inform you of your scheduled transaction result via Email so you have a clear understanding of your transaction. Or you can log in the Personal Online Banking, select “Account Details”, and then choose “Transfer History” to view a history of your completed scheduled transactions.

It is normal when such messages appear. The reasons are:
(1) You have not set up a transfer out designated account and therefore you cannot execute fund transfers.
(2) You do not have this type of deposit or loan at the Bank.
(3) There is no transaction information during the period of time you inquire.

Yes. If you apply for the service after December 13th, 2010, you can login Online Banking Service using the “Password” set up by yourself and execute low-risk transactions, such as designated transfers, and time deposits. However, since you cannot use SMS OTP, you CANNOT conduct higher-risk transactions including non-designated transfers, payment to other’s Standard Chartered credit card bills, other bank’s credit card bills, Chunghwa Telecom bills, Other Telecom Co. Bills, selected payees, trust investment and personal information update either.

Please note that, if you make application through the branch or the Customer Service Centre, please visit the online banking homepage and follow the instructions to complete “activation settings”. Then you are ready to enjoy the convenient online banking service easily!

If you make your application through the official Web site, you can use your ID number, the username and Password to login the Online banking Service immediately after the application process is completed.
If you make application through branch or Customer Service Centre, please make sure you visit the online banking homepage and follow the instructions to complete “activation settings”. Then you are ready to enjoy the convenient online banking service easily!

Bank Branch: Bring your ID card and verification account seal to any of the Bank’s branches in person to make application. (Non-ROC citizens please bring your passport and verification account seal).

• Customer Service Centre: ROC citizens aged over 20 and inclusive can make application through our 24-hour Customer Service Centre. Please call 4058-0088 (mobile phone users please dial (02)4058-0088)
• Online Application: ROC citizens aged over 20 whose mobile number has been registered with the Bank and inclusive can make online application on the Bank’s Web site. Please use any of the following for ID verification: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card’s magnetic stripe PIN. Follow the webpage instructions to complete your application. Apply Now

Yes, you can change your verification account. However, because the verification account will be used for the identification and authentication of all Online Banking Service transactions, we will require you to visit any of our branches in person, and provide your ID card, the seal of original verification account to complete the change.

You can apply to activate “TWD non-designated transfer” service at any of our branches. Or you can use chip ATM card (along with card reader) for verification to activate the service item when you make online application/activation for Online Banking Service (mobile phone number has to be provided to the Bank beforehand).

If you apply for Online Banking Service through branch or Customer Service Centre, please visit online banking homepage and follow the instructions to complete “activation settings”. Then you are ready to enjoy the convenient online banking service easily!
Before activation, please choose any of the following for ID verification: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card’s magnetic stripe PIN. Please make sure the password you choose for ID verification is valid and not in the situations of being locked, suspended, reported loss, or not yet activated.

Yes, you can, as long as the chip ATM card or ATM/Visa ATM card magnetic stripe PIN is valid and in normal use (i.e. not in the situations of being locked, suspended, reported loss or password not yet changed). And the account cannot be a joint account, cheque account, FCY account, and idle account.

Your setting of accounts for inward and outward transfers takes effect on the next day of the completion of activation.

Setting of your verification account will differ based on the method you choose to conduct online ID verification:
▪Chip ATM card: use the corresponding account of this card as your verification account
▪ATM card/Visa ATM card magnetic stripe PIN: use the corresponding account of this card as your verification account
▪Phone banking password: you can choose any of the accounts registered under your name to be the verification account (excluding joint accounts, cheque accounts, FCY accounts, and Idles).

If you use “phone banking password” or “ATM card/Visa ATM card magnetic stripe PIN” to conduct online ID verification, they will NOT get locked along with your qualification.
However, please pay extra attention that chip ATM card’s password will get locked along with your qualification if you enter wrong password for consecutively 3 times, due to its memory function of wrong password entry. You will need to visit any of our branches to unlock the chip ATM card.

No, you cannot. After you choose certain ID verification method and fail for over one time, you cannot use other passwords to do the procedure again.
For example, you decide to use phone banking password for ID verification but enter a wrong password and thus fail the verification, you cannot use “ATM card/Visa ATM card magnetic stripe PIN” or “chip ATM card” to conduct ID verification again.

If you enter wrong password for consecutively 3 times during the procedure of “ID verification” when you are conducting online application/activation, your qualification for using online ID verification will be locked.
If you wish to continue online application/activation, please contact with Customer Service Centre 4058-0088 (mobile phone users please dial (02)4058-0088). To protect your account information, unlock through Customer Service Centre is limited to once only. You can bring your ID card to any of the branches to conduct the unlock process.

Before you make your online application, please make sure the password (of chip ATM card, phone banking, or ATM card/Visa ATM card magnetic stripe PIN) you are going to use for ID verification is valid and not in the situations of being locked, suspended, reported loss, or not yet activated

Only the service functions marked with “＊” are available when customers apply for Online Banking through non-bank counter methods, such as the Bank’s official website or Customer Service Centre. Should you require other services, please visit one of the Bank’s branches nationwide to apply.

As long as you have opened a TWD deposit account at the Bank, you are entitled to apply. However, for applicants aged below 20, we need their legal representatives’ signature for approval.

In order to protect the safety of your online transactions and and reduce any risks, you are not allowed to authorize any third party to apply for the Online Banking on your behalf.

If you would like to add a designated account for inward transfer (for interbank transactions or for other account holders), please provide your National ID and registered signature/seal for account and visit any of our branches.

The information will be updated on Online Banking in two business days. However, the content of the scheduled transactions will not be automatically updated. Please cancel the transaction and schedule a new one.

Because the Bank will notify customers the transaction result via email and any transaction fail via SMS. Therefore, we suggest providing correct contact information.

Business hours for foreign currency exchange transactions conducted via the Online Banking are the same as normal banking business hours from 9:00 to 15:30. Customers may make same-day transactions or schedule transactions within a month during normal business hours. If the scheduled transaction date is on weekend or a holiday (e.g. Foreign Exchange Centre closes in the event of a typhoon), the transactions will be postponed to the next business day.

The service is limited to same currency remittance only. The maximum amount for each transaction and transactions per day is equivalent to TWD 3 million. Such amount limit combines the transaction amounts for foreign currency intra-bank transfer and currency exchange transfers. Available currencies for the subject service are the ones the Bank provides foreign currency savings.

If the transaction is rejected by the beneficiary bank, the Bank will proceed in line with the current procedure in branch: inform customers of the reason and deduct a handling fee of an equivalent foreign currency amount, in accordance with the “Fee Table” announced by the Bank, then return the remaining amount to customers’ foreign currency accounts.

Please visit our branches to fill out application with remittance information handy, such as beneficiary account number and account name, beneficiary address, beneficiary bank name and address, beneficiary bank code (SWIFT Code).

The service will be available via Online Banking in two business days.

The remittance fees for the service are charged in accordance with the “Fee Table” announced by the Bank. If the transaction failed prior to the remittance been successfully submitted, no fees will be charged.

All the remittance purposes are shown on Online Banking for customers to make suitable selection. However, restrictions apply depending on customers’ identities (e.g. Taiwanese, foreigner, or organization/company) and the destination countries. If the transaction messages show that the customers are restricted to process via Online Banking and should process in branch, then please provide the relevant documents to process such transactions in branch

Customers may log on to Online Banking to check the result of the transaction. If the status shows that the remittance has been submitted successfully, customers may save the web page or print it out as remittance receipts; or customers may obtain the receipt at their foreign currency account-opening branch in two business days.

If customers conduct foreign currency remittance via Online Banking remitting to the Bank’s branches in China and/or Hong Kong, the Bank will prioritize the transactions in accordance with existing procedures.