Frequently Asked Questions

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2 Factor Authentication

Security Issues

1. How should I store my token?
2. How does the bank differentiate my token from others? They all look identical.
3. How can I tell that the token issued to me is different since all of them looks the same?
4. Why is the OTP on the screen unchanged, despite me pressing the button twice?
5. What happens if I enter the wrong password compared to the one displayed on the token?
6. I am keying in the correct OTP but somehow I can’t get logged on.
7. What should I do after I have exceeded the 5 tries for the log on?
8. Can I use the same password for two different transactions?
9. Can I use the same password for two different logon at two different computers?
10. I already have anti-virus and firewall installed on my computer, do I still need a 2FA token?
11. What happens if I forget to bring the token with me when I am overseas?
12. Will you change the terms and conditions of internet banking services?
13. I have accidentally peeled off the serial number sticker behind the token, what must I do now? Will this affect my internet banking usage?
14. Can I use another Bank token for my finatiQ account?
15. Can my joint account holder use the same token to access the same account?
16. Can I login to finatiQ if I do not have my 2FA Token with me?
17. What if I accidentally press the red button on the 2FA Token?
18. I have misplaced / lost the token, will someone else be able to access my accounts if they find my 2FA Token?

Question1: How should I store my token?
Answer:

You should use the token when you want to log on to your account. You should practice due diligence by not leaving it unattended to protect your account.

Question2: How does the bank differentiate my token from others? They all look identical.
Answer:

The hardware token for finatiQ's customer is white with a red button and bears the OCBC bank’s logo on the top centre, above of the LCD screen.

Question3: How can I tell that the token issued to me is different since all of them looks the same?
Answer:

All the tokens issued by the bank are each encrypted with a unique and secured 10-digit serial number. Therefore, every token is different even though their design may look identical.

Question4: Why is the OTP on the screen unchanged, despite me pressing the button twice?
Answer:

The password on the token is expected to expire every 30 seconds. Should you encounter any abnormalities with the token ie password remains the same for more than 30seconds.Please contact us at 1800 438 3883 and our Client Contact Centre officers will assist you.

Question5: What happens if I enter the wrong password compared to the one displayed on the token?
Answer:

You will not be able to proceed with your transactions if you enter a wrong password. The system will then prompt you to re enter the password again. However, you will be not able to log in after a maximum of 5 tries.

Question6: I am keying in the correct OTP but somehow I can’t get logged on.
Answer:

Please contact us at 1800 438 3883 and our Client Contact Centre Officers will assist you.

Question7: What should I do after I have exceeded the 5 tries for the log on?
Answer:

Please contact us at 1800 438 3883 and our Client Contact Centre Officers will assist you.

Question8: Can I use the same password for two different transactions?
Answer:

As every OTP (One-Time Password) is unique and valid for one transaction only, you will not be able to use the same password for two different transactions.

Question9: Can I use the same password for two different logon at two different computers?
Answer:

No, you will not be able to use the same password for two different transactions as we currently do not allow concurrent log in for same User ID at different computers.

Question10: I already have anti-virus and firewall installed on my computer, do I still need a 2FA token?
Answer:

Despite the antivirus / firewall, we will still require customers to possess a 2FA token for enhanced online security when performing transactions. At the moment this is a mandatory requirement for all our customers.

Question11: What happens if I forget to bring the token with me when I am overseas?
Answer:

You will not be able to proceed with your transactions online without the token, please email us at clientservice@finatiq.com or contact us 65 6438 3883 through your local operator for assistance.

Question12: Will you change the terms and conditions of internet banking services?
Answer:

Yes. This has been updated since 17 October 2006 and effective on 17 November 2006. For more enquiries, please refer to our notice and terms and conditions on our website.

Question13: I have accidentally peeled off the serial number sticker behind the token, what must I do now? Will this affect my internet banking usage?
Answer:

No. This will not affect you if you have already activated the token. If you wish to retrieve the serial number for reference, please contact us at 1800 438 3883 for assistance.

Question14: Can I use another Bank token for my finatiQ account?
Answer:

You will not be able to use a hardware token from another bank to access your finatiQ login as each token is configured differently by the servers of each different Bank.

Question15: Can my joint account holder use the same token to access the same account?
Answer:

We strongly advise customers not to share the tokens amongst account holders as the same token can be accessed to your individual account as well. Your token should be treated with utmost security and privacy.

Question16: Can I login to finatiQ if I do not have my 2FA Token with me?
Answer:

You will not be able to login to finatiQ if you do not have your 2FA token with you after you have done the first activation of the token to your User ID.

Question17: What if I accidentally press the red button on the 2FA Token?
Answer:

Pressing the red button does not pose any security threat unless you are in the middle of logging into finatiQ for your transactions online. However excessive invalid usage of the token may affect the battery life span of the token.

Question18: I have misplaced / lost the token, will someone else be able to access my accounts if they find my 2FA Token?
Answer:

Your security token is an added security device. Please note that to access to your finatiQ account online, the person will need to also possess your User ID and password besides the hardware token.

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