FAQs

Frequently Asked Questions

Q：	How can I change the mobile phone number used to receive SMS OTP?
A：	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.
Q：	What should I do if the SMS OTP contents are not consistent with transaction information?
A：	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).
Q：	What should I do if I donot receive SMS OTP during transactions?
A：	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.
Q：	Can I use SMS OTP abroad?
A：	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.
Q：	Shall I pay to use SMS OTP?
A：	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.
Q：	How long does it take to receive the SMS OTP?
A：	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.
Q：	Which online service items require SMS OTP?
A：	SMS OTP is applicable to higher-risk transactions including TWD non-designated transfers, payment to other’s Standard Chartered credit card bills, to other bank’s credit card bills, telecom companies’ bills other than Chunghwa Telecom, other selected payees and personal information update. When you conduct the above transactions, the system will send a set of SMS OTP to your mobile phone immediately. Please verify the transaction information and webpage identification code before entering the SMS OTP to complete the transaction.
Q：	What is SMS OTP?
A：	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 5 minutes of its sending. If you enter wrong SMS OTP for 3 times consecutively , your SMS OTP function will be locked.
Q：	How do I change the mobile phone number to receive SMS Alerts?
A：	Please contact customer service hotline at 4058-0088 or call us at (02)4058-0088 from your mobile phone and customer service representatives will change the mobile phone number for you.
Q：	How do I apply for Credit Card eStatements?
A：	Please log on to the Personal Online Banking. Choose "eStatement" on the left and click "Apply / Cancel" to apply.