Q&A for Personal Online Banking
1.What are the features of your Personal Online Banking?
The Online Banking products of our Bank are developed on a brand-new system platform by Bank of China, they bring totally new user experiences by adopting advanced network technology, design philosophy and security mechanism.
Safer transactions: use multiple security mechanism including User ID, password, e-Token login, verification code and transaction limit to ensure the security of customers' accounts and funds.
More convenient operation: 24/7 cross-time, bilingual (Chinese and English) services.
Confidentiality of personal information: any customer's personal identity information recorded in Bank of China (Europe) S.A. Brussels Branch Personal Online Banking system is strictly confidential, so you can rest assured to use it.
2.Is it safe to use Online Banking? Will it reveal personal information?
According to the requirements of EU regulation, The Online Banking system of the Branch has been tested and certified by with the Strong Customer Authentication requirement of PSD2, all the financial transfer transactions via Online Banking should be accompanied with SMS OTP (One Time Password), the system safety control measures are in compliance with the international standard, and has been licensed for operation by Belgium's regulatory bodies, so customers of Online Banking can rest assured to use the various functions of the system.
When using the Online Banking system, customers will never be asked to provide their names, addresses, telephone numbers and other relevant information, so there is no need for customers to worry about the revelation of their personal information when using Online Banking.
3.Can I use your Personal Online Banking services outside Belgium?
Wherever you are, you can use our Personal Online Banking services as long as you are able to access the Internet.
4.What software and hardware configuration is required for using Personal Online Banking?
A computer which is accessible to the Internet.
We recommend：PC with a processor of 500 MHz or above, 64 Megabytes of RAM or above, Network connection speed of 28.8k per second or above.
Operation System: Windows 7, Windows 8 or Windows 8.1 and above. Or Mac OS X 10.2, 10.3 and above.
Browser: Internet Explorer 8 or above, chrome 40 or above.
Screen setting: resolution of 1024 x 768 or above is recommended to ensure the best visual effects
5.How to activate Personal Online Banking?
You can apply for activating the service if you have opened a personal account at Bank of China (Europe) S.A. Brussels Branch which is not dormant or frozen (in normal status). You need to come over the counter of Bank of China (Europe) S.A. Brussels Branch to handle the procedures for activating your Personal Online Banking with your valid identity documents. You need to fill in the Personal E-Banking Services Application Form and sign the Terms and Conditions of Bank of China Brussels on Personal E-Banking Service provided by Bank of China (Europe) S.A. Brussels Branch before applying for activating Online Banking.
Customers’ valid identity documents include:
- The valid passport
- Valid ID cards of EU member states
- Diplomatic personnel's passports and ID cards
- EU member states' valid residence permits
- Other valid personal identity documents authorized by local regulatory bodies
6.How to use Personal Online Banking?
After completing the registration of Personal Online Banking, the clerk will give you a password envelope and the e-Token. If it's the first time for you to visit your Personal Online Banking, you need to enter the User ID and password written in the password envelope and the one-time password and login verification code randomly generated by the e-Token.
7.How to log in to Personal Online Banking？
Please login via our website.
Please enter Bank of China (Europe) S.A. Brussels Branch's website http://www.bankofchina.com/be to log in
Click "Personal Banking Login", our online banking page provides bilingual (Chinese and English) services.
On the login page, you must enter your User ID, password and the dynamic password generated by the e-Token. After login for the first time, the system will prompt you to change your User ID and password. After logging in to the genuine BOCNET, you'll see the right welcome message and the latest login records. Please be cautious to distinguish fake websites. For any doubts, please call Bank of China's customer service hotline immediately.
8.What is an E-Token?
Equipped with built-in power supply, password generation chip and display, E-Token is a dedicated hardware which will automatically update the dynamic password at regular intervals according to special calculation method. The dynamic password technology-based Online Banking system is also known as one-time password (OTP) system, namely, user's identity verification password is changing, it will become invalid after using it once, and the password for next login is a totally different, new one. As an important two-factor authentication tool, the e-Token is widely applied in the security authentication field, thus greatly improving the security of visiting Online Banking and transactions via it. The e-Token used by Bank of China will randomly update the six-digit dynamic password every 60 seconds. The battery's useful life is three to four years after leaving the factory. The e-Token beyond the useful life will become invalid. You need to replace the e-Token over the counter then.
9.How to register your mobile phone number to receive SMS OTP?
In order to be in line with the Strong Customer Authentication requirement of PSD2 regulation, all the financial transfer transactions via Online Banking should be accompanied with SMS OTP (One Time Password).
Please follow the following steps to register your mobile phone number:
Log in BOCNET, enter the menu “Service Setting” —> choose “SMS OTP Management” —> click “Proceed” —> input the mobile phone number registered in our bank (country code - mobile phone number, e.g.：0032-04xx123456 or 0032-4xx123456) and click “submit” —> input “6-digital number” displayed on your E-token and click “Confirm” —> Active SMS OTP Service successfully, click “Close”.
You will receive a SMS on your mobile phone, then the registration of SMS OTP Service completed.
10.Can I manage all of my accounts opened at your bank via the Personal Online Banking services?
You can manage all the personal current accounts, time deposit accounts and other personal accounts opened at Bank of China (Europe) S.A. Brussels Branch via our Personal Online Banking.
11.What are the main service functions of Personal Online Banking?
1)Inquiry of account balance, transaction details and other account information
2)Open or settle time deposits of various currencies independently
3)Conduct funds transfer between Bank of China (Europe) S.A. Brussels Branch's accounts
4)Make a remittance to the personal accounts of main banks in China
5)Make a remittance to the main banks in Belgium or Europe (EUR is the major currency)
6)Make a remittance to the main banks in worldwide (EUR and USD are the major currencies)
7)Change login password
Tips: The various transfer & remittance transactions must be handled through your personal current account, please open a current account in advance to avoid unnecessary troubles for making electronic transfer & remittance transactions.
The operation time for transfer & remittance transactions is as follows:
| Transfer & Remittance | Operation Time |
|---|---|
| Transfer between different accounts of Bank of China (Europe) S.A. Brussels Branch (same currency) | Generally, the service is available at any time rather than Bank of China's system maintenance time*. |
| Transfer between different accounts of Bank of China (Europe) S.A. Brussels Branch (different currencies) | 09:30 to 15:30 on working days |
| International remittance (cross currencies) | 09:30 to 15:30 on working days |
| SEPA or International remittance (same currency) | Generally, the service is available at any time rather than Bank of China's system maintenance time*. |
| CNY remittance to the branches of Bank of China in Mainland China | Please apply for this service over the counter in our bank. |
Generally, Bank of China will make system maintenance from 18:00 to 21:00 on every working day, but the specific time varies with the day.
12.Do I need to pay for using Personal Online Banking?
Bank of China (Europe) S.A. Brussels Branch provides you with free registration of Bank of China overseas Personal Online Banking without registration fee. 10 EUR will be deducted for each E-token request and 15 EUR will be deducted for each E-token replacement. For some service will generate service fee, please refer to Personal Banking Standard Fees and Commissions for detailed information.
13.Are there any limits for transfer & remittance via Personal Online Banking?
To ensure the security of your funds, Bank of China (Europe) S.A. Brussels Branch sets the following limits for various electronic transfer & remittance transactions:
Tips: Bank of China (Europe) S.A. Brussels Branch reserves the right to periodically assess the following limits and adjust them at any time.
| Transfer & Remittance | Limit for Single Transaction | Accumulated Limit of the Day |
|---|---|---|
| Transfer to one's own account (same currency) | No limit restrictions | No limit restrictions |
| Transfer to one's own account (different currencies) | EUR 25,000 or foreign currencies of the equivalent value | EUR 25,000 or foreign currencies of the equivalent value |
| Transfer to other people's accounts of Bank of China | EUR 50,000 or foreign currencies of the equivalent value | EUR 100,000 or foreign currencies of the equivalent value |
| International remittance | EUR 25,000 or foreign currencies of the equivalent value | EUR 25,000 or foreign currencies of the equivalent value |
| SEPA remittance | EUR 25,000 or foreign currencies of the equivalent value | EUR 25,000 or foreign currencies of the equivalent value |
14.How to inquire the exchange rate of the day when I conduct cross-currency transfer & remittance transactions via Online Banking?
When filling in the transfer & remittance information, you can get the real-time exchange rate by clicking the "Inquire Exchange Rate" button. Due to the changing exchange rate from time to time, the exchange rate during the transaction process may also change, thus the exchange rate inquired may be different from the actual one for transaction. You will see the actual exchange rate from the confirmation page after completing the transaction.
15.What can I do if my computer suddenly crashes or the network connection is interrupted during the transaction process?
In case of such circumstance, you can re-log in to our Personal Online Banking after the recovery of network connection, then you can inquire the funds balance or transaction records of the transaction account through the "Balance" and "Transaction Details" inquiry functions of the "Bank Account" to judge whether the transaction is successful or not. In case it is successful, there is no need for you to do anything; In case it is failed, you can conduct a new transaction or drop it. For any questions or help, please call our customer service hotline 0032-2-4056688 from 09:00 to 16:30.
16.What shall I do if I forget my Online Banking login password?
You may apply to reset your password by visiting the Bank with your valid ID or contact the Bank to inquire the relevant procedure.
17.What shall I do if I lost my E-Token?
Please contact the Bank to change a new E-Token as soon as possible.
18.Why is my Online Banking locked？How to unlock it?
In order to maximize the security of customers’ funds and prevent malicious steal of passwords, the Bank has set up the following security measures: On any day, if the wrong password is entered 5 times consecutively, your username will be temporarily blocked and you will not be allowed to attempt a further login until the next day. If the wrong password is entered 15 times consecutively, your username will be permanently blocked and you will not be allowed to attempt a further login until you notify us to reactivate your username by providing a proof of your identity to the Bank in person or contact the Bank to inquire relevant procedure.
19.Why does the system sometimes prompt "session failure" and I need to re-login when using Online Banking?
If you have no operation for a long time after logging on to the Online Banking, the system will prompt "Session Timeout" and exit automatically. If you need to use it again, please re-login. Such design of the system is to avoid other people's malicious operation when you leave your seat and forget to exit from the Online Banking.
20.Why some information on the help page of your Online Banking is not applicable to customers of Bank of China (Europe) S.A. Brussels Branch?
Our Personal Online Banking system is unified manage and operate by Bank of China Limited, so some information shown is only applicable to customers within China, and is not applicable to customers of Bank of China overseas branches.
21.How to ask for help if there are any problems during the process of using Personal Online Banking?
For any problems about overseas Personal Online Banking, such as forgot password, loss of e-Token and network security, you can call Bank of China Personal Online Banking's service hotline 0032-2-4056688 from 09:00 to 16:30 on the working days of Bank of China (Europe) S.A. Brussels Branch. You can also send an email to service.be@bankofchina.com, putting forward your opinions or suggestions on BOCNET/Mobile Banking services to help us improve the quality of Personal Online Banking services, and we’ll reply to you within 24 hours (postpone in case of weekends or public holidays).
22.How to cancel Personal Online Banking?
If you want to terminate our Personal Online Banking services, you just need to fill in Personal Electronic Banking Services Application Form and tick off the "Cancellation" option, then submit it to Bank of China (Europe) S.A. Brussels Branch. We will cancel your Personal Online Banking services within five working days according to your requirements.
