Mobile Banking Service FAQ

1. What is Mobile Banking?

Mobile Banking provides one-stop online banking services through your mobile device. It allows you to stay on top of your finances anytime and anywhere with our fast, convenient and secure mobile banking service.

2. Is there any additional service charge for using Mobile Banking?

There is no additional charge for using Mobile Banking.

3. How can I access Mobile Banking?

To access Mobile Banking, download the "Dah Sing Mobile Banking" App with an Android or iOS mobile device with internet access.

4. What kind of mobile device could be used for Mobile Banking?

Please find the recommended mobile devices for Mobile Banking as below:

• iPhones and iPads with iOS version 12 or above
• Android mobile devices with Android version 8 or above (except for mobile devices with Intel processors)

5. Can I access Mobile Banking overseas?

You can access Mobile Banking anytime and anywhere provided that your mobile device is connected to the Internet. Please beware of the data roaming charges that your service provider may apply. For details, please contact your telecommunications service provider.

6. Can I deactivate Mobile Banking service?

No. With effect from 15 Mar 2021, e-Banking no longer provides customers with the option to deactivate Mobile Banking. If you have currently chosen to deactivate your Mobile Banking service, your Dah Sing Mobile Banking service will be re-activated by default.

1. How can I register for Mobile Banking?

If you are an existing e-Banking customer, no registration is required for accessing Mobile Banking. You can log into Mobile Banking with your existing e-Banking Login ID and Password.

If you do not have an e-Banking Login ID and Password, you can register online if you are holding a valid ATM card / credit card / cash card at the bank. For details, please click here to view the Registration Demo. After the online registration, you can enjoy both e-Banking and Mobile Banking services.

2. How can I log into Mobile Banking?

Download the "Dah Sing Mobile Banking" App via the App Store / Google Play / Huawei AppGallery / at our website and open it:

1. Tap "Login"
2. Enter your e-Banking Login ID and Password. If you have activated the Security Authentication Service, you can also use your mobile device registered for Security Authentication to log into Mobile Banking with Fingerprint Authentication, Face ID Authentication, Facial Recognition or Security Passcode Authentication
3. Enjoy our Mobile Banking service

Once you have successfully logged into Mobile Banking, a login email notification will be sent to your Designated Email Address registered with the Bank.

3. What should I do if I forgot my password?

You can reset your password anytime online. Please click here to find out how to reset your password.

4. What is the transaction limit for Mobile Banking?

The transaction limit for Mobile Banking is shared with e-Banking. For details, please refer to the following table:

^*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.

^{^}You can set the payment limits for online bill payment to designated merchants and non-designated merchants respectively, please click here to download the application form.

1. What type of accounts can I enquire on Mobile Banking?

You may check the account balances of the following accounts:

• Deposit accounts (including i-Account, Savings Account, Current Account, OD Account, Fixed Deposit Account, Target Savings Deposit Account)
• Credit Card, Cash Card and Go Smart Card
• Loans Account (including Personal Loans and Mortgage Account)
• Investment Accounts (including Securities Account, Unit Trust Account, Investment-Linked Deposit Account)

2. How to view transaction records and account activities?

You can select an account on homepage to view the recent transaction records of that particular account, or you can view and search most of the account notifications and activities by clicking the icon on the upper-right corner in homepage.

1. What types of fund transfer services are available on Mobile Banking?

The following fund transfer services are available on Mobile Banking:

• Own Account Transfers: Transfer between your same name accounts, including credit card settlement and margin securities account transfers
• Local Account Transfers: Third-party accounts with Dah Sing Bank and Transfer to other accounts with other local banks via Transfer Express (CHATS) and the FPS Service⁺, including both non-registered accounts and registered accounts.

⁺The system will automatically select the means of transfer according to the receiving bank, currency and transferred amount. Fund transfers to other local banks by means of FPS via Electronic Clearing are free; a handling fee will be charged for fund transfers to other local banks by means of "Transfer Express" via CHATS.

2. Do I need to register for the fund transfer service of Mobile Banking?

You can transfer funds between your Dah Sing Bank accounts via Mobile Banking without any prior registration. For fund transfers to third party accounts within Dah Sing Bank or accounts of other local banks, you can directly activate the non-registered account transfers service or register the beneficiary account via Mobile Banking with Security Authentication.

If you do not activate the Security Authentication Service, you are required to register the beneficiary account via a physical form and submit the form to one of our branches. Please click here to download the registration form.

3. What is the difference between the "Transfer Express (CHATS)" and "FPS" services?

Please refer to the following table:

^**The system will automatically select the means of transfer according to the receiving bank, currency and transferred amount. Fund transfers to other local banks by means of FPS via Electronic Clearing are free; a handling fee will be charged for fund transfers to other local banks by means of 'Transfer Express' via CHATS.

4. What is the cut-off time for the fund transfer service?

There is no cut-off time for Fund Transfer to accounts within Dah Sing Bank and fund transfer to others bank via FPS. For Transfer Express (CHATS), instructions received after 4:30 pm from Monday to Friday, Saturdays, Sundays or Public Holidays will be processed on the next clearing day.

5. Can I place the transfer instruction on a specific date via Mobile Banking?

Yes. You can place the transfer instruction 45 calendar days in advance or make a recurring transfer instruction until a designated date, month & year or without an end date.

6. How can I check the status of a scheduled fund transfer instruction via Mobile Banking?

You can select "Transfers & Payment" > "Fund Transfer" > "Scheduled Transfer" to check the instruction status.

7. Can I amend or delete a scheduled instruction via Mobile Banking?

For scheduled / recurring fund transfer instructions placed via Mobile Banking, you may amend or delete the corresponding instructions via Mobile Banking. However, the related instructions cannot be amended and / or deleted via the e-Banking. In addition, for scheduled / recurring fund transfer instructions placed via the existing e-Banking, the related instructions cannot be amended and deleted via the Mobile Banking App. Please note that the scheduled / recurring instructions can still be viewed via e-Banking and Mobile Banking.

8. What are Fund Transfer Templates?

You may save the transaction as a template to add to the templates list for easy re-use next time.

9. If I suspend / terminate my e-Banking service after place the scheduled fund transfer instruction(s), those instruction(s) will be execute or not?

You may save the transaction as a template to add to the templates list for easy re-use next time.

10. 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 (excluding the change of "e-Banking Login ID") after the scheduled instruction(s) is / are made, or the designated Dah Sing Bank account status is abnormal on the execution date (e.g. account closed), the instruction(s) will not be executed. Please re-submit the instruction after resume your e-Banking / Mobile Banking Service.

1. What is the difference between Voice Laisee and traditional e-Laisee?

Besides enabling you to send traditional e-Laisee via Dah Sing Mobile Banking, Voice Laisee allows you to include personalized Voice Blessing, adding a touch of intimacy and warmth.

2. How can I send Voice Laisee?

You only need to be an account holder of a valid HKD / CNY account (including Joint-name / Sole-name) at Dah Sing Bank and to successfully register for Dah Sing e-Banking / Mobile Banking in order to be able to send Voice Laisee.

3. How can I share Voice Blessings to friends and family?

The steps are very simple, you only need to select the recipients of Voice Laisee through the available social applications installed in your mobile phone in the last step* of the transaction flow to complete the sharing process!

*Since our priority is to protect customer privacy, we will not store any Voice Blessing, which will be erased and not be accessible after the relevant transaction is completed.

4. Will the Bank store my Voice Blessing?

No. Since our priority is to protect customer privacy, we will not store any Voice Blessing.

5. How can I retrieve and listen to my previous Voice Blessing after completing the transaction and exiting the confirmation page?

Since our priority is to protect customer privacy, we will not store any Voice Blessing. As a result, you will not be able to retrieve and listen to your previous Voice Blessing after completing the relevant transaction and exiting the confirmation page.

6. Is there a limit on the amount of Voice Laisee?

The Voice Laisee limit is shared with the Small-Value Transfer limit, and the maximum daily limit for Small-Value Transfer is HKD10,000.

1. How do I pay a bill through Mobile Banking?

You can settle the following bills via Mobile Banking:

• Bills which have been added to the "My Bill List" of the PayEasy Bill Payment service on e-Banking
• Pre-registered Bills of Designated Merchants^{^^}
• New Designated Merchant Bills (If your mobile device is registered with Security Authentication Service)

^{^^}Designated Merchants refer to merchants which require pre-registration using Security Authentication or by submitting a registration form, e.g. merchants of "Banking and Credit Card Services", "Credit Services", "Security Broker" categories. For details, please refer to the merchant list of the PayEasy Bill Payment Service.

2. How can I pay bills to Designated Merchants via Mobile Banking?

You can add or pay Designated Merchant bills via Mobile Banking using Security Authentication (i.e. Fingerprint Authentication, Face ID Authentication, Facial Recognition or Security Passcode Authentication). Alternatively, you can also register bills at e-Banking or by submitting a registration form to one of our branches or by mail. Designated merchants include merchants of "Banking and Credit Card Services", "Credit Services" and "Security Broker" categories, etc. Please click here to view the Merchant List.

3. What is the cut-off time for the Bill Payment service?

The cut-off time for this service is as follows:

For bill payments to general merchants, the payment will be transferred to the merchant on the same day if the request is received before 4:30 p.m. (Monday to Friday).

Please click here to view the list of Special Merchants.

4. Can I setup a scheduled payment instruction via Mobile Banking?

Yes. You can schedule any one-off bill payment instruction up to 45 days in advance or set up a monthly recurring payment instruction.

5. Can I amend or delete a scheduled instruction via Mobile Banking?

Yes. You may amend or delete your scheduled instructions at "Scheduled Transactions" in Mobile Banking before the effective date of the payments.

6. How can I enquire the status of the bill payment instruction?

You may enquire the status of the bill payment instructions via "Payment History" of e-Banking / Mobile Banking up to 13 months.

7. How can I check the status of my scheduled payment instructions?

You can enquire the status of your bill payment records in "Payment History" of e-Banking and Mobile Banking up to 13 months. Once your scheduled instruction is executed, notification email about the execution result will be sent to your registered email address with the Bank.

8. Is there any service charge for bill payment?

For bill payment to Non-designated merchant bill, the service is fee-of-charge. For bill payment to designated merchant bill from Credit Card / Debit Card, a service charge of 1% of the payment amount will be charged. The service charge is applicable to both normal bills.

Please click here to view the merchant list.

9. What should I do if I change or cancel my Phone Banking User ID after making a scheduled bill payment 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.

1. What are the service hours of Fixed Deposit Services on Mobile Banking?

The service hours for "Today" Fixed Deposit placement / amendment are as follows:

Scheduled Fixed Deposit Placements are not bound by the above time limit.

The service hours for Place / Amend Maturity Instruction made via e-Banking are Monday to Saturday (9:00 am - 8:00 pm). You may place an instruction at anytime via Mobile Banking, but will only be processed during the aforementioned service hours.

2. Can I place cross currency Fixed Deposit on Mobile Banking?

Yes. You can place cross currency Fixed Deposit from Monday to Friday (9:00 am - 8:00 pm) and on Saturdays (9:00 am - 1:00 pm).

3. What currency can be placed via Mobile Banking Service?

You can place over 10 foreign currencies via Mobile Banking Service. Foreign currency includes Renminbi, US Dollar, Japanese Yen, Euro, etc.

4. Is there any minimum amount for fixed deposit created on Mobile Banking?

Yes. The minimum amount for fixed deposit created on Mobile Banking is same as that of other channels. Please click here for details.

1. What is the Cardless Withdrawal service?

The Cardless Withdrawal service allows you to withdraw cash from an ATM without bringing your physical UnionPay ATM card. Simply set up a withdrawal instruction via the Dah Sing Bank Mobile App, and then scan the QR code displayed on the ATM screen to withdraw cash via the UnionPay network.

2. Who can use the Cardless Withdrawal service?

You must fulfill the following criteria in order to use this service:

• Valid personal e-Banking login ID and password
• Valid mobile phone no. and verified email address
• Valid Dah Sing UnionPay ATM card (HKD) and deposit account (HKD, single-named account)
• You have activated the small-value transfer service and set a corresponding limit
• You have a mobile device with a camera function

3. Which account will be debited when I withdraw cash via the Cardless Withdrawal service?

The transaction amount will be deducted from the HKD deposit account linked with your UnionPay ATM Card (single-named account).

4. How can I use the Cardless Withdrawal service?

Click here to view a demo.

5. Where can I use the Cardless Withdrawal service?

The Cardless Withdrawal service is available at all Dah Sing Bank ATMs and other ATMs that support the UnionPay QRC Withdrawal service.

6. Can I use the Cardless Withdrawal service at overseas ATMs?

Yes. You can withdraw RMB notes at ATMs in China, and HKD or MOP notes at ATMs in Macau. All the transaction amounts will be deducted from your HKD account.

Notes:

• You should check with the relevant network provider (e.g. UnionPay) whether your intended overseas destination supports cash withdrawals from ATMs using your UnionPay ATM card.
• You should activate the overseas ATM cash withdrawal function in advance and set the overseas ATM cash withdrawal limit and activation period.
• The transaction amount will be converted directly at the exchange rate set by UnionPay at the time you withdraw the cash. You can always refer to the UnionPay International website for the reference rates.

7. Do I need to withdraw the cash immediately after setting up the instruction?

No. The instruction is valid for 60 minutes after you set up the instruction. If the instruction has expired, you will need to create a new instruction.

8. Is there a withdrawal limit for the Cardless Withdrawal service?

Yes. The daily withdrawal limit is HKD 10,000 at maximum (depends on your small-value transfer limit and account balance). Some ATMs may have other withdrawal limits, please refer to the reminders shown on the ATM.

9. How many withdrawal instructions can I set up?

You can only set up one withdrawal instruction at a time. A new instruction can only be set up after the existing instruction has expired or been executed (i.e. the cash has been withdrawn).

10. Is there any charge for withdrawing cash using this service?

Please refer to the Bank Service Charges.

1. What kind of messages will I receive via push notifications?

You will receive push notifications when:

• there are offers and promotions (need to enable promotion push notifications)
• you are using "Push Notification Login" function in e-Banking
• you are verifying transactions (need to enable Security Authentication)
• there are transaction notifications and service notices

2. How to enable push notification services?

Click here to view a demo.

3. Can I receive push notifications on multiple mobile devices?

No. For security reasons, you can only enable push notification services and receive push notifications on one mobile device.

4. What should I pay attention to in order to avoid being unable to receive push notifications?

Please ensure:

• You have allowed the notification access of Dah Sing Bank Mobile App in your mobile device settings
• You have connected to a stable network
• If you are using an Android mobile device, your mobile device must have Google Play installed

If the push notifications cannot be delivered to your mobile device, we may send the notifications to you by SMS.

5. If I change my mobile device, do I need to re-enable the push notification services?

You can simply log in to Mobile Banking with your new device, and switch your push notification settings to your new device.

6. How to view the push notification messages I received?

You can view the messages by clicking the icon on the upper-right corner in homepage.

7. How to disable push notification services?

You can at any time disable push notification services at "Settings" > "User and Security Settings" > "Push Notification Settings" in Mobile Banking.

1. What is the cut-off time for Credit Card Bonus Point / Cash Reward Enquiry?

Credit Card Bonus Points / Cash Rewards are counted up to the last statement date.

2. Can I make credit card payments via Mobile Banking?

Yes. You can pay via "Transfers & Payments" > "Fund Transfers" > "Own Accounts".

3. Can I place a payment instruction on a specific date via Mobile Banking?

Yes. You can place a payment instruction 45 calendar days in advance or place a recurring instruction according to a specific schedule.

4. Can I amend or delete a scheduled instruction via Mobile Banking?

For scheduled / recurring fund transfer instructions placed via Mobile Banking, you may amend or delete the corresponding instructions via Mobile Banking. However, the related instructions cannot be amended and / or deleted via the e-Banking. In addition, for scheduled / recurring fund transfer instructions placed via the existing e-Banking, the related instructions cannot be amended and deleted via the Mobile Banking App. Please note that the scheduled / recurring instructions can still be viewed via e-Banking and Mobile Banking.

5. Can I add my credit card to e-wallet via Mobile Banking?

You can add your Mastercard and Visa card to Apple Pay and Google Pay via Mobile Banking. You may click here for the demo.

1. Is it secure to perform transactions through Mobile Banking?

Please check the security advice provided by the Bank at "Internet Security" from time to time.

2. What precautions should I take to prevent unauthorized access to my accounts online?

Please check the security advice provided by the Bank at "Internet Security" from time to time.