e-Banking Service FAQ
Click here for Mobile Banking Service FAQ.
1. What is the e-Banking Service?
The innovative and integrated e-Banking Service brings you enhanced online services. You can access and operate your bank, credit card and cash card accounts at www.dahsing.com anytime, anywhere.
2. Do I need to open an additional account for the e-Banking Service?
There is no need to open an additional account. You just need to have an ATM card, credit card or cash card. Then you can enjoy the e-Banking Service for free.
3. What services does the e-Banking Service provide? Which kinds of accounts can be used?
| Bank accounts (i-Account / Savings / Current / OD Accounts) | Credit card | Cash card | Go Smart Card | |
|---|---|---|---|---|
Enquiry Service
|
√ | √ | √ | √ |
Fund Transfer within Dah Sing Bank
|
As both Debit and Credit A/C |
Only as Credit A/C | Only as Credit A/C | Only as Credit A/C |
Fund Transfer to Other Bank
|
Yes, as Debit A/C | - | - | - |
| e-Deposit Service | √ | √ | √ | √ |
| Autopay Service | √ | - | - | - |
| e-Statement Service | √ | √ | √ | - |
| PayEasy Service (Make Online and Place Schedule Payment Instruction) |
||||
|
Yes, as Debit A/C | Yes, as Debit A/C | - | - |
|
Pay for FlexiMoney / EasiCash Account |
Yes, as Debit A/C | Yes, as Debit A/C | - |
Credit card services
|
- | √ | - | - |
Fixed deposit service
|
For Fixed Deposit Accounts only |
- | - | - |
| Buy & sell foreign currency | For Multi-Currency Account only | - | - | - |
Update user profile
|
√ | √ | √ | √ |
| Requests | ||||
|
For Current A/C Only | - | - | - |
|
For Current A/C Only | - | - | - |
4. Do I have to pay for the Service?
No. Use of the e-Banking service is FREE. To see the bank service charges for specific transactions and services, please click here.
5. What is the transaction limit for the e-Banking Service?
The transaction limit for the e-Banking Service is the same as for Mobile Banking. Please see the following table for more details:
| Service | Maximum Transaction Limit (HKD or equivalent) | Maximum Daily Aggregate Transfer Limit per customer (HKD or equivalent) | Maximum Daily Transfer Limit for Each Beneficiary Account (HKD or equivalent) |
|---|---|---|---|
| Fund transfer to your own Dah Sing Bank Account |
No Maximum Limit | ||
| Fund transfer to registered third-party account of Dah Sing Bank and other local banks |
Not Applicable | 1,000,000 | 1,000,000 or Self-assigned Limit^ (whichever is lower) |
| Fund Transfer to non-registered third-party account of Dah Sing Bank and other local banks |
Not Applicable | 65,000 or Self-assigned Limit* (whichever is lower) |
Not Applicable |
| Fund Transfer to registered account of Dah Sing Bank (China) Limited |
Not Applicable | 500,000 | 500,000 or Self-assigned Limit** (whichever is lower) |
| Small-value Transfer | Not Applicable | 10,000 or Self-assigned Limit* (whichever is lower) |
Not Applicable |
| "Pay Easy" Bill Payment | Subject to the limit set by the merchant | 100,000*+ (The limit is shared with your Phone Banking Service accordingly) |
Not Applicable |
| e-Deposit | Not Applicable | 30,000 | Not Applicable |
| Buy / Sell Foreign Currency | 2,000,000 | No Maximum Limit | Not Applicable |
*You may at any time activate / deactivate the service or change your self-assigned limit (subject to the Bank's default cap) by logging into our e-Banking / Mobile Banking > "Settings" > "Transaction Settings" > "Online Transaction Limit" (requires using Security Authentication to complete 2FA) or completing and submitting the Dah Sing Phone Banking Service / e-Banking Service Fund Transfer Registration Form from our website to any branch in person.
^You may at any time change your self-assigned limit (subject to the Bank's default cap) by logging into our e-Banking / Mobile Banking > "Transfers & Payment" > "Fund Transfers" > "My Registered Payees" (requires using Security Authentication to complete 2FA) or completing and submitting the Dah Sing Phone Banking Service / e-Banking Service Fund Transfer Registration Form from our website to any branch in person.
+You can set the payment limits for online bill payment to designated merchants and non-designated merchants respectively via e-Banking / Mobile Banking (require the use of Security Authentication for adding bills to designated merchants) or click here to download the application form.
^You may at any time change your self-assigned limit (subject to the Bank's default cap) by completing and submitting the Dah Sing Phone Banking Service / e-Banking Service Fund Transfer Registration Form from our website to any branch in person.
6. Do I need to register to transfer funds via e-Banking Service?
Simply log into the e-Banking Service to transfer funds to any of your own accounts without prior registration.
To transfer funds to third-party accounts with Dah Sing Bank or other banks, you must first register the beneficiary name, account number and maximum daily limit via e-Banking / Mobile Banking (requires using Security Authentication to complete 2FA). Alternatively, you can click here to download the registration form and hand it in to any of our branches.
7. Do I need to pre-register in order to pay a bill via the e-Banking Service?
You can use e-Banking to pay your bills with over 800 major merchants* in Hong Kong.
*Pre-registration is required for designated merchants (requires using Security Authentication to complete 2FA). Please click here for the list of merchants.
8. How can I pay a bill to designated merchants via the e-Banking Service?
Pre-registration is required to make online payments to designated merchants. You can pre-register the bill via e-Banking / Mobile Banking using the Security Authentication Service (i.e. fingerprint authentication, face ID authentication, facial recognition or security passcode). You can also click here to download and complete the registration form and return it to any of our branches. Upon successful registration, you can pay bills to the registered designated merchant via the Pay Easy Online Bill Payment Service in the e-Banking Service.
9. Will a "Scheduled New Fixed Deposit" or "Scheduled Fund Transfer (within Dah Sing Bank)" be executed if a no. 8 typhoon signal or a black rainstorm warning is issued on the execution date?
If a no. 8 or higher typhoon signal or black rainstorm warning is issued at 8:30 am on the date of execution, the "Scheduled New Fixed Deposit" or "Scheduled Fund Transfer (within Dah Sing Bank)" will be executed as soon as bank services resume on the execution date. If bank services are suspended for the entire execution date, your "Scheduled New Fixed Deposit " or "Scheduled Fund Transfer (within Dah Sing Bank)" will be executed on the next working day.
10. Can I amend or delete scheduled fund transfer instructions via e-Banking?
Scheduled / recurring transfer instructions that have been set up via the upgraded e-Banking / Mobile Banking can be amended or deleted via e-Banking. However, scheduled transfer instructions that have been set up via the old version e-Banking Service (i.e. before 24 Apr 2022) cannot be amended using the upgraded e-Banking platform / Mobile Banking App.
Please note that all scheduled / recurring instructions can still be viewed in both the e-Banking Service and the Mobile Banking App.
11. Can I use the account number shown on e-Banking / Mobile Banking if I would like to receive money through the Direct Debit Authorisation Service or from other banks to my Dah Sing bank account
If you would like to receive money through the Direct Debit Authorisation Service, or from other banks to your Dah Sing bank account, please refer to your account statement for the complete account number, which should be in the format of 040-xxx-xxxxxxx-x.
12. If I suspend / terminate my e-Banking service after place the scheduled fund transfer instruction(s), those instruction(s) will be execute or not?
The instruction(s) will not be affected.
13. What should I do if I change or cancel my Phone Banking User ID after making a scheduled fund transfer instruction(s)?
If your Phone Banking User ID has been changed or cancelled* after the scheduled instruction(s) is / are made, the instruction(s) will be executed regardless of the status of the Phone Banking User ID.
*Including the change or cancellation of Phone Banking User ID due to different circumstances, e.g. lost the corresponding ATM Card or Credit Card.
14. Can I receive One-time Passwords by SMS if my mobile phone number is an overseas one?
Yes. SMS OTPs can be sent to all valid mobile phone numbers, including overseas mobile phone numbers (subject to operations / handling of the overseas country's local telecommunications service).
Please note that, even if you have enabled the "SMS forwarding service" provided by your telecommunications service provider, SMS OTPs will NOT be forwarded to any other mobile phone number and will only be sent to the mobile phone number you registered with the Bank.
15. How can I cancel my e-Banking and Mobile Banking Services?
You can visit any of our branches in person and fill in the Phone Banking Service Information Form to cancel Phone Banking Service. Your e-Banking and Mobile Banking will also be terminated once your Phone Banking Service is cancelled.
1. How can I log into e-Banking Service?
You can log into the e-Banking Service simply by entering your e-Banking Login ID and your 8-15 alphanumeric Personal Identification Number (PIN).
If you have activated the Security Authentication Service (including fingerprint authentication, Face ID authentication, facial recognition and / or security passcode), you can also use your mobile device registered for Security Authentication to log into the e-Banking Service by:
- Tapping the "Scan to Login e-Banking / i-Securities" button in Mobile Banking and scanning the QR Code on the e-Banking login page to log in using the registered Security Authentication method; or
- Receiving a push notification via Mobile Banking and completing login using the registered Security Authentication method.
Once successfully logged into e-Banking, a login email notification will be sent to your registered email address with the Bank.
2. I just opened a Dah Sing Bank account together with the Phone Banking Service at one of your branches. When can I use the e-Banking Service?
Your Phone Banking PIN will be given when your account has opened. New customers can register for e-Banking Service with that PIN. For credit card / cash card customers: After application approval, you will receive your Phone Banking PIN by post. For bank account customers: You will receive your Phone Banking PIN upon choosing ATM Service at account opening.
3. What should I do if I enter the wrong PIN?
For security reasons, your password will be temporarily suspended if you incorrectly key in your PIN four consecutive times. To re-activate your account, please call our Customer Service Hotline on (852) 2828 8168 (Mon – Fri 9:00 am – 10:00 pm and Sat 9:00 am – 5:30 pm).
4. What should I do if I forget my password?
You can reset your e-Banking password anytime online. Please click here to find out how to reset your e-Banking password.
5. Can I change my e-Banking Login ID and PIN?
Your e-Banking Login ID cannot be changed once it has been set up. However, you may change your password online by logging into e-Banking or Mobile Banking anytime.
6. What can I do if the ATM card, credit card or cash card I used to register for the e-Banking Service is cancelled?
You will have to visit one of our branches to apply for a new e-Banking Login ID.
7. How do I activate my e-Banking Service if this is my first time logging into the e-Banking Service, or if my e-Banking Service password has just been reset?
You can use your Phone Banking Service password, ATM password or credit card info to activate your e-Banking Service. For details, please click here (for registration via web browser on PC or tablet) or click here (for registration via Mobile Banking) to view the Registration Demo.
1. What do I need to pay attention to when I register my e-Banking Login ID?
Your e-Banking Login ID will be 6-20 / alphanumeric characters. Spaces or symbols are not accepted.
2. May I keep the original 14- to 16-digit User ID for logging into e-Banking / i-Securities Service?
No. For the sake of providing higher security, the e-Banking Login ID has to fulfil certain conditions (see 1).
3. What should I do if I have forgotten my registered e-Banking Login ID?
You can retrieve it anytime online. Please click here for demo of retrieving e-Banking Login ID.
4. Will my e-Banking / i-Securities Service login be affected if I lose the credit card I used to register my e-Banking / i-Securities Serviceas?
If you reissued a new credit card with the same credit card number, you can still continue to use your original e-Banking Login ID to login. However, if you choose not to reissue a new credit card and cancelled the card, you will be required to apply again for Phone Banking Service and then re-register for the e-Banking Service.
5. May I cancel my Phone Banking Service if I have registered my e-Banking Login ID?
No. The way our systems work means that you need to have both e-Banking and Phone Banking.
6. What is the password format for the e-Banking Service?
For security reasons, your password must meet the following requirements:
- 8 to 15 characters long
- Contains letters (case sensitive) and numbers
- Does not contain special characters or spaces
1. What is the purpose of the One-Time-Password (OTP) sent by Short Message Service (SMS) for i-Securities logins?
In order to further enhance the security of the internet securities trading services provided by Dah Sing Bank, Limited ("the Bank") and to ensure that login requests for the i-Securities Service are made by the account holders themselves, two-factor authentication (2FA) has been introduced by the Bank for i-Securities Service logins. You are required to input an SMS OTP before you can successfully log into your i-Securities Service.
2. What should I do if my mobile device does not receive the SMS OTP?
If you don't receive an SMS OTP within 30 seconds of accessing the relevant webpage, please click "click here" under the OTP input field on that webpage. The Bank will send you a new SMS OTP ("Replacement SMS OTP"), and the original SMS OTP will expire as soon as the Replacement SMS OTP is sent. If you still do not receive the Replacement SMS OTP, please contact our Customer Service Hotline at 2828 7028 during office hours (8:45 am - 5:30 pm Monday to Friday).
3. Will my securities account be locked if I enter an incorrect SMS OTP?
No, but if you enter the wrong SMS OTP 5 consecutive times, you will have to log into the i-Securities Service again.
4. Will an SMS OTP expire if I don't enter it as soon as I receive it? What should I do if it has expired?
Yes. An SMS OTP will expire in 100 seconds after you receive the SMS. Please click "click here" under the OTP input field on the relevant webpage to receive a new SMS OTP ("Replacement SMS OTP") if the original SMS OTP has expired.
1. What is a Designated Email Address?
As of 17 Oct 2016 (the "Effective Date"), the concept of a "Designated Email Address" has been introduced and each customer can register one Designated Email Address with us. The Designated Email Address is used for receiving all important notifications*, service information and special offers^ (if applicable) from the Bank.
*Includes e-Banking / Mobile Banking transaction alerts, statement alerts, email alerts, stock order status e-Alerts and other system alerts.
^Not applicable to customers who have opted out from direct marketing.
2. Why can I only register one Designated Email Address?
To help you better manage all email notifications from the Bank in one place, and to make it easier for you to enjoy our digital services, the Designated Email Address will be the only email address we will use to contact you.
3. Can I change to use another email address as my Designated Email Address?
Yes. You can update Designated Email Address via "Settings" > "User Settings" > "Personal Information Update". You can update the email address under Contact Information section. After successful verification, the updated email address will be effective.
4. Why does the same email address need to be used for receiving important notifications and direct marketing?
The Designated Email Address can help you manage all email notifications from us in one place, and see our latest offers and news. If you do not wish to receive any direct marketing from us, you can visit any of our branches or contact our Customer Service Hotline to opt out from receiving our direct marketing material.
5. If I provide a different email address when applying for other products or services, will this be used as my new Designated Email Address?
Yes. If you provide another email address when applying for a banking service (including a bank account, credit card or loan), the new email address will be set as your Designated Email Address, whichever is later.
1. Why do I need to verify my email address?
To ensure your updated email address is correct and valid, as of 17 Oct 2016 (the "Effective Date") we will send you a verification email after you update your email address with us (Subject: "Verify your Email Address"). Please click the verification link in the email to verify your email address. Your new email address will only be effective after verification. Click here for the demo of verifying your email address.
2. Why did I not receive a verification email?
Please ensure your registered email address has enough free space, and add our email address (ebanking@dahsing.com) to your contact list to avoid potential spam filtering.
If your email address was provided when registering for e-Banking and Mobile Banking via the Mobile App, we will send you the verification email 6 to 9 hours after you submit the registration form.
3. How can I request a new verification email?
Log into e-Banking and select "Online Service Settings" > "User Profile Update" > "Add / Change Email Address". Click "Resend Verification Email" to resend the verification email.
4. Is there an expiry date for the verification email?
You need to complete verification within 30 days from the sent date of the verification email. We will send you email reminders, e-Banking / Mobile Banking Inbox Messages and SMS reminders if we do not receive your verification 14 days after the sent date of the verification email.
5. I have submitted an application to the Bank to amend my email address. Why has my email address not been updated yet?
If you have submitted an application to update your email address, the verification email will be sent to your new email address. The email address will only be updated after you have completed the verification. You may click here for the demo of verifying your email address.
1. What is the purpose of two-factor authentication (2FA) for adding or changing email addresses?
In order to further enhance security when updating personal details via Dah Sing's e-Banking Service, we have introduced two-factor authentication (2FA) for adding or changing email addresses.
To add or change your email address via the e-Banking Service, you are required to complete two-factor authentication (2FA) with SMS OTP authentication.
2. How can I update my email address if I do not have a valid mobile phone number for two-factor authentication (2FA)?
Please complete the Customer Information Amendment Form and hand it in to any branch to update your email address.
3. After I update my email address with two-factor authentication (2FA), do I still need to verify the email address I provided?
Yes. After you have updated your email address with us, we will send an email to your new email address (Subject: "Verify your Email Address"). Please click the verification link in the email to verify your email address. Your new email address will only be effective after verification. You may click here for the demo of verifying your email address.
1. How can I check my e-Statement / e-Advice?
You may view your e-Statement / e-Advice via e-Banking / Mobile Banking regardless of whether or not you have opted for paperless communications from us. Please click here to see which account types currently provide e-Statements and e-Advice. The e-Statement and e-Advice service scope is subject to change. Please check our website regularly in case there are any updates.
To view your e-Statement / e-Advice, you may:
- Log into e-Banking and select "e-Statement & e-Advice / e-Alert" > "View e-Statement" or "View e-Advice"
- Log into Mobile Banking and select "Services" > "e-Statement" or "e-Advice"
2. How do I activate email notifications for e-Statement / e-Advice and opt out of paper statement / advice?
You can change the settings in e-Banking and Mobile Banking via the following ways. After logging into e-Banking / Mobile Banking, you can opt out of receiving paper statement / advice by ticking "Activate email notification and suppress paper statement / advice" for the accounts you wish to stop receiving paper statement / advice for.
- Log into e-Banking / Mobile Banking and select "Settings" > "User Settings" > "e-Statement, e-Advice & e-Alert Settings"
3. If I have chosen not to receive paper statements / advice, can I start receiving them again?
If you would like to change how you receive statement / advice, you can amend the settings as follows. After logging into e-Banking / Mobile Banking, you can resume receiving paper statement / advice by unticking "Activate email notification and suppress paper statement / advice" for the accounts you wish to resume receiving paper statements and advice for.
- Log into e-Banking / Mobile Banking and select "Settings" > "User Settings" > "e-Statement, e-Advice & e-Alert Settings"
4. If I have enabled email notifications and opted out of paper statements / advice ("Opt-out Instruction"), for particular types of statement / advice, will these settings be applied to new accounts I open in future?
You are free to choose which paper statement / paper advice / you do not want the Bank to post to you. The Opt-out Instruction will apply to your existing and future banking account(s) maintained solely and / or jointly with the Bank / PROVIDED THAT, for the joint account(s) you hold with the Bank, all other account holders have also provided an Opt-out Instruction to the Bank for all of their banking account(s) maintained solely or jointly with the Bank, and that their Opt-out Instruction matches the instruction that you have provided.
+Please click here to view the account types that currently provide e-Statement and e-Advice services.
5. When will my instruction to update my e-Statement / e-Advice settings come into effect?
Your update instruction will be effective two business days after you have successfully applied via e-Banking / Mobile Banking.
6. Can I only amend the settings via e-Banking / Mobile Banking?
If you do not wish to amend your e-Statement / e-Advice Service settings online, you may also go to any of our branches.
7. If I have already registered for e-Statement / e-Advice Services, under what circumstances would the Bank cancel my e-Statement / e-Advice settings and resume sending me paper statement / advice?
The Bank will resume sending you paper statement / advice for the reasons below. SMS notifications will be sent to you whenever these settings are changed.
- Your e-Banking Service has been cancelled / suspended; or
- Your registered email address with the Bank is invalid
8. Will I be charged for using e-Statement / e-Advice or the email notification service?
No. Our e-Statement and e-Advice Services and email notifications are free of charge.
9. Can I stop receiving paper statements and advice for my joint account ("Opt-out Instruction")?
Yes, PROVIDED THAT, for your joint account(s) held with the Bank, all other account holders have also provided an Opt-out Instruction to the Bank for their banking account(s) held solely or jointly with the Bank. In addition, all the account holders of the joint account have to meet the following e-Statement / e-Advice requirements:
- Have registered a valid email address with the Bank
- Have valid e-Banking Service
1. How long will each e-Statement and e-Advice be stored on e-Banking and Mobile Banking?
You can retrieve and download up to the past 7 years' e-statements of your credit card*, deposit account* and securities account^ and e-advices of the past 90 days / 180 days+ via e-Banking and Mobile Banking.
* The retrieval period of credit card and deposit account e-statements which were issued in or after Feb 2019 would be extended from 13 months to up to 7 years.
^ The retrieval period of securities e-statements which were issued in or after Sep 2019 would be extended from 13 months to up to 7 years.
+ Retrieval period of "Fixed Deposit Advice and Deposit Withdrawal Advice of Currency Linked Premium Deposit" and "Remittance" e-advices is 90 days and retrieval period of "Securities Account" e-advices is 180 days.
2. Is there any difference in terms of content between e-Statements / e-Advice and their paper versions?
The content of e-Statements and e-Advice is the same as the paper versions, except that e-Statements and e-Advice are in PDF format and are stored and viewed on a computer.
3. If I have enabled email notifications and opted out of paper statement / advice, how can I keep them for future reference?
You can download or print copies for your records. The Bank recommends customers always download or print their e-Statement / e-Advice for future reference.
4. If I need to close my account, can I still access my e-Statements / e-Advice after my account is closed?
If you raise an account closure request and have registered for e-Statement / e-Advice services, please remember to download and save an electronic copy of all e-Statement / e-Advice to your own computer or other device, or print out hard copies of your e-Statement / e-Advice for future reference. Your e-Statement / e-Advice will be deleted from the Bank's system.