Frequently Asked Questions

A. Termination of eUni$ Reward Program

Q1. When is the Bank terminating the eUni$ Reward Programme?
The Bank will be terminating the eUni$ Rewards Programme on 15 Feb 2008. Issuance of eUni$ will cease from 30 Nov 2007.

Q2. What can I do with my eUni$?
You may still redeem your eUni$ for any of the gifts in our catalogue or convert your eUni$ to loyalty points with our partners before 15 Feb 2008.

B. About UOB Personal Internet Banking

Q1. What is UOB Personal Internet Banking?
UOB Personal Internet Banking is specially developed by the United Overseas Bank (UOB) to provide secure banking services over the Internet, using the latest Internet banking technology.

Q2. Why should I choose to do my banking via UOB Personal Internet Banking?
UOB Personal Internet Banking lets you access your bank accounts and carry out banking transactions online from anywhere with an internet connection. UOB Personal Internet Banking is a convenient means to manage your Finances as it is always open for you.

Q3. What can I do with UOB Personal Internet Banking?
With UOB Personal Internet Banking, you can perform a whole range of banking transactions, manage your e-Uni$ and UniAlerts, and access UOB Asset Management services.

Q4. Is UOB Personal Internet Banking available 24 hours a day?
Yes, you can use UOB Personal Internet Banking 24 hours a day, 7 days a week.

Q5. How can I be sure that the Bank has received my banking instructions?
When you successfully complete a transaction, you will be given a transaction code on-screen. This applies for all UOB Personal Internet Banking transactions except 'Enquiries'. It is important that you wait for the transaction code to appear on your screen before you change screens or exit from UOB Personal Internet Banking. Please take note of this transaction code for your future correspondences with the Bank.

Q6. Should my connection to the Internet get disconnected while I am transacting on UOB Personal Internet Banking, how will I know whether my transaction has been effected?
Your transactions will appear in 'Online Transaction History' under the 'Account Services' feature. If you have made scheduled payment or scheduled funds transfer, the transactions will appear under 'Update/Delete Pending Payments' and 'Update/Delete Pending Transfers' respectively.

Q7. Is there a fee or cost for using UOB Personal Internet Banking?
No, UOB Personal Internet Banking is currently a free service. Whether you are paying your bills, transferring your funds or performing an enquiry via UOB Personal Internet Banking, there is no fee charged.

However, charges apply for the following transactions: -

Account Services
- Stop Cheque : S$10
Remittance Services
- Cashier's Order Purchase Commission : S$3
- Demand Draft Purchase Commission : 1/16% of transaction amount
  (min. S$5; max. S$100 with exchange or max. S$300 without exchange)
- Local Telegraphic Transfer (MEPS) Commission : S$20
- Telegraphic Transfer Commission : 1/16% of transaction amount
  (min. S$5; max. S$100 with exchange or max. S$300 without exchange)^
  ^ Cable charges and agent charges, if any, still apply.
Investment Services
- IPO Application : S$1
COE Open Bidding*
- Bid Placement : S$2
- Bid Revision : S$2
*Please note that with effect from 1st October 2007, the Bid administration fee will be revised to S$10.

C. Getting Started

Q8. What system setup do I need in order to use UOB Personal Internet Banking?
Our recommended system setup for accessing UOB Personal Internet Banking is as follows:

PC configuration:
- Pentium personal computer preferably with a Pentium-II processor or better
- 32MB RAM or higher
- Windows 9X or Windows NT 4.0 or Windows 2000 or Windows XP
- 33.6Kbps modem or higher
- Internet connection
- Web Browser * - Internet Explorer V5.X or 6.X or 7.0, Netscape 7.02.
Macintosh configuration:
- Macintosh PowerPC with a G3 processor or better
- 32MB RAM or higher
- Mac OS 9.x, Mac OS X (10.2)
- 33.6Kbps modem or higher
- Internet connection
- Web Browser *
  - OS 9.x - Use Netscape 4.7x
  - OSX (10.2 or higher) - Use Netscape 7.02
* Please note that all Beta versions are not supported

UOB Personal Internet Banking employs 128-bit Secure Socket Layer (SSL), which is currently recognised internationally to be of the highest standard in encryption technology commercially available and is generally adopted by banks in Singapore and financial institutions worldwide. Your browser must support 128-bit encryption to enable your access to UOB Personal Internet Banking. To check your browser's encryption level, follow the steps below:

Microsoft Internet Explorer
1) Select 'Help' from the Internet Explorer menu bar
2) Select 'About Internet Explorer' from the drop-down menu
3) The 'About Internet Explorer' dialog box will provide information on your browser version and encryption level.

Netscape Version 4.7x
1) Select 'Help' from the Netscape menu bar
2) Select 'About Netscape' from the drop-down menu
3) Look for the section that reads "Contains encryption software from RSA Data Security, Inc". If the next paragraph says "This version supports U.S. security", that means you have 128-bit security. If it says you have International security, that means you have 40-bit security.

Netscape Version 7.0x
1) Select 'Help' from the Netscape menu bar
2) Select 'About Netscape' from the drop-down menu
3) If you have 128-bit US encryption, you will find the following statement: "This version supports high-grade (128-bit) security with RSA Public Key Cryptography, DSA, MD2, MD5, RC2-CBC, RC4, DES-CBC, DES-EDE3-CBC".

To upgrade your Microsoft Internet Explorer browser, please visit Microsoft website at http://www.microsoft.com/ie. For Netscape browser, kindly visit Netscape website at:- http://browser.netscape.com/ns8/download/archive70x.jsp.

Q9. How do I enable cookies and Java on my browser?
To enable these features on your browser, follow these steps:

For Netscape 4.5 or higher:
1. Click on 'Edit' from the Menu Bar.
2. Select 'Preferences'.
3. Click on 'Advanced'.
4. Check the boxes next to 'Enable Java' and 'Enable Java Script'.
5. Under 'Cookies', click on the radio button to 'Accept all cookies'.
6. Click 'OK' button to exit the dialogue box.

For IE 5.0 or higher, below IE 6.0:
1. Click on 'Tools' from the Menu Bar.
2. Select 'Internet Options'.
3. Select the 'Advanced' tab.
4. Scroll down to 'Microsoft VM'.
5. Check the box next to 'JIT compiler for virtual machine enabled'.
6. Select the 'Security' tab.
7. Select the 'Custom Level' button.
8. Scroll down to 'Cookies'.
9. Click on the radio buttons to 'Enable Cookies'.
10. Scroll down to 'Scripting'.
11. Click on the radio buttons to 'Enable Scripting'.
12. Click 'OK' to exit the dialogue box.

To enable cookies in IE 6.0 or higher:
1. In Internet Explorer, on the 'Tools' menu, click 'Internet Options'.
2. On the 'Privacy' tab, ensure that the slider is at the Medium security level.
3. Click the 'Advanced' Tab. Scroll down. Either the box next to 'Use Java 2 v1.4.0_03 for <applet> (requires restart)' under Java (Sun), or 'JIT complier for virtual machine enabled (requires restart)' under Microsoft VM is checked.

Q10. Why must my browser be Java enabled?
UOB Personal Internet Banking uses a Java applet for added security (beyond 128-bit SSL) to encrypt your Password before it is transmitted to the Bank. Without being Java-enabled or having a Java Virtual Machine (JVM) installed in your browser, the applet will not work and you will not be able to login to UOB Personal Internet Banking.

Q11. How do I know if my browser has JVM installed?
Check that your browser settings comply with our recommendations. If JVM is not installed in your system, you will be unable to enter your password for login to UOB Personal Internet Banking.

Q12. What must I do to install JVM on my browser?
Most browsers from Netscape and Microsoft come automatically Java-enabled. However, some of the later versions of Microsoft Internet Explorer (particularly with Windows XP) may not.

The latest Java plug-in can be downloaded at http://java.com/en/index.jsp

D. Accessing UOB Personal Internet Banking

Q13. Who can use UOB Personal Internet Banking?
Before you can use UOB Personal Internet Banking, you need to have at least one of the following accounts* with the UOB Group:

Campus Account
Current Account
Global Currency Account
i-Account
FlexiDeposit Account
Savings Account
Uniplus Account
Foreign Currency Fixed Deposit
Singapore Dollar Time/Fixed Deposit
CashPlus
Invest Credit
Loan Accounts
UOB-CPF Investment Account
Credit Card
UOBAM Unit Trust Account

*You would need to be either a personal or joint-alternate ('AND/OR') account holder. Note: Joint/And accounts with multiple signing conditions cannot be linked. All UOB Asset Management joint accounts cannot be linked for online access.

Q14. I am a UOB customer, how do I apply for UOB Personal Internet Banking access?
You can apply for UOB Personal Internet Banking access in the following ways:

UOB Group Branch
You can apply for a UOB Personal Internet Banking Username and Password at any UOB Group Branch. You can then use the Username and Password to login to UOB Personal Internet Banking at www.uobgroup.com.
UOB ATMs
You can apply for a UOB Personal Internet Banking Username and Password at any UOB ATM with your UOB ATM or Credit Card.

Select Cashcard/Other Trans > Other Trans > Internet/Phone Banking > Internet Banking > Application
Online application
Complete our online application form.

Q15. I am not a UOB customer, how do I apply for UOB Personal Internet Banking access?
To access UOB Personal Internet Banking, you must have an account with the UOB Group. You can visit any UOB Group Branch to open an account and, at the same time, apply for UOB Personal Internet Banking.

Q16. How do I activate my access to start using UOB Personal Internet Banking services?
Upon receipt of the Username and Password mailers,

You can activate your access immediately at any UOB ATM with your UOB ATM or Credit Card.

Select Cashcard/Other Trans > Other Trans > Internet/Phone Banking > Internet Banking > Username Activation

Your username will be shown on the screen. Select 'Confirm' to activate your access.

Following the activation of your Username, you can immediately login to UOB Personal Internet Banking with your Username and Password.
Alternatively, you may sign on the acknowledgement slip printed at the bottom of the username mailer and post it back to the Bank or hand it to any UOB Group Branch of your convenience.

E. Username and Password

Q17. Can I have more than one Username?
You can only have one set of Username and Password.

Q18. Can I change my UOB Personal Internet Banking Username?
Once you have selected your preferred UOB Personal Internet Banking Username, you will not be able to change it. For security reasons, choose a Username which will not be easily known to a third party.

Q19.Can I change my UOB Personal Internet Banking Password?
Yes, you can do so by selecting the 'Change Password' feature after you login to UOB Personal Internet Banking. As a prudent security measure, change your Password periodically. To learn more about safeguarding your password, please refer to our security recommendations.

Q20. I have forgotten my UOB Personal Internet Banking Password. How can I get it replaced?
You can replace your existing Password in the following ways:

Do a Password Replacement at any UOB ATM. You can immediately login with the new password.

Select Cashcard/Other Trans > Other Trans > Internet/Phone Banking > Internet Banking > Password Replacement
Download and complete the UOB Personal Internet Banking - Information Update Form (PDF: 56KB) and return it by mail.
Your new Password will be sent to you by post.

F. Two-Factor Authentication (2FA)

Q21. What is the Two-Factor Authentication and how does it work?
Two-Factor Authentication (2FA) provides an additional layer of security for verifying an Internet Banking customer’s identity. With Two-Factor Authentication, Internet Banking customers will be required to provide a unique One-Time Password (OTP) in addition to the current Username and Password upon login.

Q22. What is UOB’s approach to Two-Factor Authentication?
UOB will be introducing two authentication modes to provide flexibility and convenience for our customers. SMS-OTP and Token-OTP authentication will be offered from 10 December 2006.

Q23. What is SMS-OTP?
SMS-OTP is a one-time password delivered to an Internet Banking customer’s mobile phone number registered with the Bank.

Q24. What is Token-OTP?
Token-OTP is a one-time password obtained from a security device (Token) issued to Internet Banking customers.

Q25. Is Two-Factor Authentication compulsory and will I be affected by Two-Factor Authentication?
As Two-Factor Authentication is compulsory, it will apply to all Personal Internet Banking customers.

Q26. How will I be affected by Two-Factor Authentication?
Following the implementation of Two-Factor Authentication, Internet Banking customers will be required to enter an additional One-Time Password (OTP) when performing Internet Banking transactions.

Q27. Why is Two-Factor Authentication important? What does it do for me?
Two-Factor Authentication allows the Bank to provide additional security to Internet Banking customers. It ensures that only authorised customers can gain access to account information and transact securely.

Q28. When do I need to use the One-Time Password (OTP)?
When performing any of the following transactions:

Login to UOB Personal Internet Banking
Setting up Funds Transfer arrangement to third party UOB accounts
Setting up Funds Transfer arrangement to other banks
Remittance (CO/DD/TT) transactions online

Q29. What if I have enabled Two-Factor Authentication but do not have my mobile phone or Token with me; and I urgently need to use Personal Internet Banking?
In this case, you will be able to login to UOB Personal Internet Banking using your Username and Password to perform balance enquiries only. You will not have access to perform transactional activities.

For more information about 2FA, please click here

G. Managing Accounts

Q30. I can only view some of my UOB accounts online. I would like to view my other UOB accounts too. How do I go about it?
To access all your accounts with the UOB Group, request to link them to your existing UOB Personal Internet Banking Username. Download and complete your request on the UOB Personal Internet Banking - Information Update Form (PDF: 56KB) and mail it back to the Bank or drop it off at any of our UOB Group Branch. Once your account is linked in successfully, you will be able to view the account the next time you log on to UOB Personal Internet Banking.

Note: Joint/And accounts with multiple signing conditions cannot be linked. All UOB Asset Management joint accounts cannot be linked for online access.

Q31. I have only one account with the UOB Group. Can I apply for another one online?
Yes, you can if you have a statement-based retail account. You can open a Current Account, Campus Account, i-Account, FlexiDeposit Account and Uniplus Account through UOB Personal Internet Banking. Click on 'Applications' and select 'Deposits'.

Q32. Can I link my joint accounts to my Username?
Yes, if your joint account requires only one signature for the authorisation of transactions. Joint/And accounts with multiple signing conditions, and all UOB Asset Management joint accounts cannot be linked for online access.

Q33. Can I transfer funds to third party accounts in UOB or other banks in Singapore?
Yes, you can transfer funds to third-party accounts in UOB or other banks in Singapore through UOB Personal Internet Banking.

To do so, you have to login to UOB Personal Internet Banking to make a funds transfer arrangement for the accounts you wish to transfer funds to. You will only be required to make a funds transfer arrangement ONCE to enable you to transfer funds subsequently to the payee.

When making a funds transfer arrangement, you will be required to enter a One-Time Password (OTP) upon clicking the 'Confirm' button. Once this is done, the new payee will be activated instantly and you can transfer funds to them immediately.

Q34. Why is One-Time Password (OTP) required?
This is an additional authentication required for login to UOB Personal Internet Banking, funds transfer arrangement and purchase of cashier's order/demand draft to new beneficiaries. With this added security feature, you can enjoy greater peace of mind knowing that new payees nominated for funds transfers and new beneficiaries for cashier's order/demand draft purchase have been authorised by you.

For more information about OTP, please read our FAQ.

Q35. How can I reduce the daily funds transfer limit or disable the funds transfer feature in UOB Personal Internet Banking?

To Reduce the Daily Funds Transfer Limit
At UOB Personal Internet Banking, click on 'Funds Transfer' and select 'Set Funds Transfer Limit'.
You may indicate your desired daily limit for the various funds transfer account types to an amount below that of the default limit which is set as follows:
- Own UOB account: S$999,999
- Other UOB account: S$3,000
- Other bank's account: S$3,000
Please note:
- Reduction in limits will be effective immediately.
- Scheduled funds transfers that have been performed before the limit reduction will still be effected on the transfer date. If you wish to terminate such funds transfers, please perform a deletion at 'Update/Delete Pending Transfers'.
To Increase the Daily Funds Transfer Limit Set Previously
If you wish to increase your daily limit to an amount higher than the previous limit set, please print and complete the UOB Personal Internet Banking - Information Update Form (PDF: 56KB) and mail it back to us duly signed. The increased daily limit should be lower than or equal to the default limit for the various funds transfer account types as stipulated above.
To Disable the Funds Transfer Feature
At UOB Personal Internet Banking, click on 'Funds Transfer' and select 'Disable/Enable Funds Transfer'. You can then select the funds transfer accounts that you wish to disable and this will be effective immediately.
Please note that scheduled funds transfers that have been performed before disabling this function still be effected on the transfer date. If you wish to terminate such funds transfers, please perform a deletion at 'Update/Delete Pending Transfers'.
If you wish to re-enable your funds transfer feature in future, please print and complete the UOB Personal Internet Banking - Information Update Form (PDF: 56KB) and mail it back to us, duly signed.

Q36. How do I terminate my Username?
You can complete Part A of the UOB Personal Internet Banking / UOB Asset Management (UOBAM) Online Service Form at any UOB Group Branch. Please allow five business days for your Username termination request to be effective.

Please note that if you have given instructions for the following, the instructions will be effected, even after your Username is terminated: -

Scheduled and Scheduled Recurring Funds Transfers to UOB accounts / other banks' accounts
Scheduled and Scheduled Recurring Bill Payments
UniAlerts arrangements

If you do not wish the Bank to effect these instructions, please login to UOB Personal Internet Banking and delete these instructions.

If you wish to access UOB Personal Internet Banking service again after your Username has been terminated, you can re-apply for the service using a different Username.

Q37. Can I apply for Initial Public Offerings (IPOs) via the UOB Personal Internet Banking (PIB) access?
Yes, you may apply for IPOs via PIB provided the IPOs are launched by the Singapore Exchange and are open for Internet Banking application. To do so, please click on Investment Services > IPO > Application. Do note that you will need to login to UOB PIB using Two-Factor Authentication (2FA).

Q38. Can I withdraw my IPO application online?
No. Once the IPO application has been successfully submitted online, you will not be able to withdraw the application. The IPO withdrawal function is only available when the IPO issuer needs to issue a supplementary prospectus during the launch of an IPO to facilitate those investors who have earlier applied for the said IPO to opt for cancellation or make adjustments to their original application amount in view of the supplementary prospectus.

H. Security

Q39. How can I be sure that banking online at UOB Personal Internet Banking is secure?
UOB Personal Internet Banking has a system that provides a high standard of security for banking over the Internet. This security system to safeguard the confidentiality of your personal account information and banking transactions employs:

• multiple levels of firewalls;
• 128-bit Secure Sockets Layer (SSL) encryption - currently recognised internationally to be of the highest standard in encryption technology commercially available; and
• a two-tier authentication technology that uses a Username and Password

Q40. How can I be certain that the web page I am on is secure?
After logging in to UOB Personal Internet Banking, check that the web site address at the top status bar of your browser changes from http:// to https:// and that a security icon (as symbolised by a lock) appears at the bottom status bar of your browser. This indicates that the web page that you are online with uses encryption technology. You can double click on the security icon to view information pertaining to the security certificate for the web page.

Q41. What additional steps can I take to make my online banking experience even more secure?
While the Bank has taken steps to keep your account information secure, you, as a registered user, also play an important role in maintaining the security of your account information.

Keep your UOB Personal Internet Banking Username and Password confidential. Memorise them and NEVER write them anywhere nor reveal them to anyone. Please note that no staff member of the UOB Group should ever ask you for your UOB Personal Internet Banking Username and Password for whatsoever reasons.
You should also change your Password from time to time, using the 'Change Password' feature available on UOB Personal Internet Banking.
Before you exit from UOB Personal Internet Banking, always clear your browser's disk cache, especially if you are accessing your accounts from public terminals. This will prevent your account information from being kept on the terminals. Instructions on how to clear your browser's disk cache are provided on the screen when you select 'Exit' on the UOB Personal Internet Banking web site.
You should always exit UOB Personal Internet Banking before moving on to other web sites.
Install an effective personal firewall¹ on your PC together with anti-virus² and anti-Trojan horse³ softwares to safeguard your PC from viruses and malicious programmes. Viruses and malicious programmes may damage and/or destroy your personal data if undetected. Worse, some can even capture your password keystrokes and other personal information and send them to another person without your consent.
¹ Personal Firewall
Personal firewalls serve two basic functions. They protect your system from unsolicited scans coming from the Internet and usually offer outbound controls as well. An inbound scan will look for and block any uninvited commands, instructions, programmes or messages from entering your system, while outbound controls will look for and block unfamiliar programmes (like viruses and Trojan horses) from trying to send out messages from your computer.
² Anti-Virus Software
Anti-virus softwares scan your hard disk to find and remove viruses. To some extent, these products can also scan and may be able to remove worms and Trojan horses.
³ Anti-Trojan Horse Software
Anti-Trojan horse softwares can identify and remove more programmes that act like Trojan horses than anti-virus softwares can. A Trojan horse programme is usually an innocent programme or utility that you might download on your PC. However, behind the programme's perceived functions lurks a function that allows it to damage your computer or steal your personal information.

You can refer to our Privacy & Security for more information on Your Role In Safeguarding Your Personal Data And Account Information.

Q42. What should I do if I lose my Password for UOB Personal Internet Banking?

Should you lose your UOB Personal Internet Banking Password, or suspect that the secrecy of your Password has been compromised, or notice any unusual activity with your account(s), you should notify the Bank immediately by calling 1800 22 22 121 (24-hour, toll-free). .

Q43. How do I clear my disk cache?
To clear your disk cache, just follow these steps:

For IE 5.0 and higher:
1. Select 'Tools' from the Menu Bar.
2. Select 'Internet Options'.
3. Select 'General' tab.
4. Click the 'Delete Files' button under Temporary Internet files.
5. Click 'OK' to exit the dialogue box.

For Navigator 4.5 and higher:
1. Select 'Edit' from the Menu Bar.
2. Select 'Preferences'.
3. Expand 'Advanced' to show 'Cache'.
4. Select 'Cache'.
5. Click on the 'Clear Disk Cache Now' button and answer yes.
6. Click on the 'Clear Memory Cache Now' button and answer yes.
7. Click 'OK' to exit the dialogue box