General FAQ

1. What is the Two-Factor Authentication and how does it work?
2. What is UOB's approach to Two-Factor Authentication?
3. What is SMS-OTP?
4. What is Token-OTP?
5. When will UOB implement Two-Factor Authentication?
6. What will happen if I do not register for Two-Factor Authentication by 17 June 2007?
7. Is Two-Factor Authentication compulsory and will I be affected by Two-Factor Authentication?
8. How will I be affected by Two-Factor Authentication?
9. Why is Two-Factor Authentication important? What does it do for me?
10. Are you suggesting that with Two-Factor Authentication, I will be completely protected from phishing and / or any incidents of fraud?
11. When do I need to use the One-Time Password (OTP)?
12. Do I need to pay for Two-Factor Authentication?
13.

What should I do when I encounter problems using Two-Factor Authentication?

14. What if I have enabled Two-Factor Authentication but do not have my mobile phone or the Token Device with me; and I urgently need to use Personal Internet Banking?
 
SMS-OTP FAQ
   
15. Why SMS-OTP?
16.

My mobile phone number has already been registered for Transaction Authorisation Code (TAC). Do I still need to register again for SMS-OTP?

17.

Do I have to register my mobile phone number each time I request a SMS-OTP? Can one SMS-OTP be used for all future login attempts?

18.

If I carry two (2) mobile phones, can I register both phones with the Bank for SMS-OTP?

19.

Which mobile service providers support the SMS-OTP?

20. Why am I not able to receive my SMS-OTP on my registered mobile phone?
21.

Will I be charged for every SMS-OTP I receive?

22.

What if I change my mobile phone number?

23. I share a joint account with another person. Will the SMS-OTP be delivered to my mobile phone and the joint-account holder's when one of us login?
 
Token-OTP FAQ
   
24. How do I obtain the Token Device?
25.

How long does it take before I receive the Token Device from your Bank?

26.

Can I have the Token Device re-directed to my overseas address?

27.

When can I start using the Token Device?

28.

Do I have to activate my Token Device upon receipt?

29.

Can I request for more than one Token Device?

30.

Most banks are offering Token Devices as a second factor authentication device. Is UOB providing another mode of receiving One-Time Password (OTP)?

31.

Can I register for both SMS-OTP and Token-OTP?

32.

What if I misplace my Token Device?

33.

What if my Token Device is damaged or lost?

34.

What will be indicated on the Token Device if the battery level is low? Do I need to replace the battery of the Token?

35.

I have previously registered my mobile phone number to receive SMS-OTP. How do I switch to Token-OTP instead? Will there be any charges?

36. How do I switch from Token-OTP to SMS-OTP? Any charges?
 
General FAQ
   
1. 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.

With effect from 17 June 2007, a unique OTP will be required each time you log in to UOB Personal Internet Banking.


2. What is UOB's approach to Two-Factor Authentication?
UOB will be introducing two authentication modes - SMS-OTP and Token-OTP to provide flexibility and convenience for our customers.


3. 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.


4. What is Token-OTP?
Token-OTP is a One-Time Password obtained from a security device (Token) issued to Internet Banking customers.


5. When will UOB implement the Two-Factor Authentication?
SMS-OTP and Token-OTP modes were implemented in December 2006. With effect from 17 June 2007, a unique OTP will be required each time you log in to UOB Personal Internet Banking.


6. What will happen if I do not register for Two-Factor Authentication by 17 June 2007?
You will be able to login to UOB Personal Internet Banking using your Username and Password to perform balance enquiries (limited information given) only. You will not have access to perform any transactional activities.


7. 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.


8. 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.


9. 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.


10. Are you suggesting that with Two-Factor Authentication, I will be completely protected from phishing and / or any incidents of fraud?
While the Bank has taken steps to keep customers' account information secure with Two-Factor Authentication, Internet Banking customers must also play an important role in maintaining the security of their account access information.

For further information, please refer to UOB Security Advisory.


11. 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


12. Do I need to pay for Two-Factor Authentication?
The initial charges for the SMS/Token-OTP will be waived. However, there may be administrative fees levied for subsequent requests. For example, fees may be levied for replacement of misplaced Tokens.


13.

What should I do when I encounter problems using Two-Factor Authentication?
Internet Banking customers who encounter problems using Two-Factor Authentication may contact UOB Call Centre at 1800-22-22-121 (24-hour) for assistance.


14.

What if I have enabled Two-Factor Authentication but do not have my mobile phone or Token Device 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.

 
SMS-OTP
   
15. Why SMS-OTP?
SMS-OTP is hassle-free. If you are a current Internet Banking customer and have activated your Transaction Authorisation Code (TAC), you can receive your PIN via SMS even when you are overseas, if your service provider has a GSM network and supports SMS.


16. My mobile phone number has already been registered for Transaction Authorisation Code (TAC). Do I still need to register again for SMS-OTP?
No. You need not re-register for SMS-OTP as the mobile phone number that is already registered for Transaction Authorisation Code (TAC) will be used to receive the SMS-OTP.


17.

Do I have to register my mobile phone number each time I request a SMS-OTP? Can one SMS-OTP be used for all future login attempts?
The SMS-OTP mode requires a one-time registration. The One-Time Password (OTP) generated is unique and can only be used once upon each login.


18. If I carry two (2) mobile phones, can I register both phones with the Bank for SMS-OTP?
You can register only one mobile phone number for SMS-OTP.


19. Which mobile service providers support the SMS-OTP?
All service providers that are on GSM network and provide SMS services support the SMS-OTP.


20. Below are some common possible reasons for your inability to receive the SMS-OTP:
The mobile service providers' message centres may be experiencing congestion at that point in time
You may be out of the mobile service providers' network coverage area
Your SMS inbox may be full. Most mobile phones will display a flashing envelope icon on your mobile phone to indicate that it is full. You may wish to delete old messages if they are not needed
If you are using a Number Retention Service, you may wish to register your new mobile phone number for the SMS-OTP Services. SMS messages cannot be delivered to mobile numbers with a Number Retention Service
If you are roaming out of Singapore, you may not receive the SMS-OTP from UOB if the overseas network that you are connected to does not support the SMS function
If you have subscribed to your mobile service provider to block incoming SMS messages, you may wish to contact your mobile services provider to unblock incoming SMS messages. Alternatively, you may wish to register a different mobile phone number for the SMS-OTP Service


21. Will I be charged for every SMS-OTP I receive?
Internet Banking customers will not be charged for receiving SMS-OTP in Singapore. However, overseas SMS charges as stipulated by your mobile service provider may apply.


22. What if I change my mobile phone number?
Internet Banking customers who change their mobile phone numbers can update their:
local mobile phone numbers for SMS-OTP via any UOB ATM islandwide
overseas mobile phone numbers for SMS-OTP by submitting a completed UOB Personal Internet Banking - Two- Factor Authentication (2FA) Registration / Update Form (PDF: 110 KB).









23. I share a joint account with another person. Will the SMS-OTP be delivered to my mobile phone and the joint-account holder's when one of us login?
The SMS-OTP will be delivered to the mobile phone number registered with the Bank.


 
Token-OTP FAQ
   
24. How do I obtain the Token?
A Token Device will be issued to customers who are frequent travellers. You can request for a Token Device by submitting a completed UOB Personal Internet Banking – Two-Factor Authentication (2FA) Registration / Update Form (PDF: 110 KB).

For customers without UOB Personal Internet Banking access, you may apply for your own personal online access today.

25. How long does it take before I receive the Token Device from your Bank?
It will require at least fourteen business days from the date of receipt of your application for the Token Device to be mailed to your registered mailing address with the Bank. For overseas delivery, the lead time will vary, depending on the destination.

In the meantime, you are able to login to UOB Personal Internet Banking using your Username and Password to perform balance enquiries (limited information given) only. You will not have access to perform any transactional activities.


26. Can I have the Token Device re-directed to my overseas address?
Yes. All you need to do is indicate your overseas address as a footnote in the UOB Personal Internet Banking - Two-Factor (2FA) Registration / Update Form (PDF: 110 KB).


27. When can I start using the Token Device?
You may start using the Token Device upon receiving it.


28. Do I have to activate my Token Device upon receipt?
No. As the Token Device is pre-assigned to you, the system will perform a one-time initialisation of your Token Device the first time you login using Token-OTP. You may login again ten minutes later. Please ensure that you perform the one-time initialisation within three months from the date the Token Device was sent to you.


29. Can I request for more than one Token Device?
No. As each Token Device is uniquely assigned, you can only have one Token.


30. Most banks are offering Token Devices as a second factor authentication device. Is UOB providing another mode of receiving One-Time Password (OTP)?
Yes. In addition to the use of Token Devices, UOB is offering SMS-OTP to provide customers with greater flexibility and convenience. SMS-OTP is a one-time password delivered to an Internet Banking customer's mobile phone number registered with the Bank. Customers can choose to register for either SMS-OTP or Token-OTP.


31. Can I register for both SMS-OTP and Token-OTP?
No. You can only register for either one of the services.


32. What if I misplace my Token Device?
Internet Banking customers will have to inform the Bank immediately if his/her Token Device is misplaced. Customers can request a replacement Token Device by submitting a completed UOB Personal Internet Banking - Two-Factor Authentication (2FA) Registration / Update Form (PDF: 110 KB). The replacement Token Device will be sent to your mailing address registered with the Bank. Please note that an administrative fee of S$20 (including prevailing GST) will be levied.


33. What if my Token Device is damaged or lost?
In the event of loss or damage of the existing Token Device due to the customer's negligence, an administrative fee of S$20 (including prevailing GST) will be levied for a replacement Token.


34. What will be indicated on the Token Device if the battery level is low? Do I need to replace the battery of the Token Device?
When the battery level is low, a “BATT” message will appear followed by a number. No replacement of battery is required. Simply submit a completed UOB Personal Internet Banking - Two- Factor Authentication (2FA) Registration / Update Form (PDF: 110 KB) and return the Token Device to us for replacement. The replacement Token Device will be sent to your mailing address registered with the Bank.


35. I have previously registered my mobile phone number to receive SMS-OTP. How do I switch to Token-OTP instead? Will there be any charges?
You can switch to Token-OTP by submitting a duly-completed UOB Personal Internet Banking - Two-Factor Authentication   (2FA) Registration / Update Form (PDF: 110 KB) at no charge. It will take at least 14 business days from the date of receipt of your application for processing and delivery of the Token Device. The mobile phone number you registered to receive SMS-OTP will be deregistered upon the Bank’s receipt of your application.

Before the switch is effective, you may continue to login using your Username and Password to perform balance enquiries only.


36. How do I switch from Token-OTP to SMS-OTP? Any charges?
You can switch to SMS-OTP by submitting a duly-completed UOB Personal Internet Banking - Two-Factor Authentication (2FA) Registration / Update Form (PDF: 110 KB) at no charge. It will take at least 5 business days from the date of receipt of your application for the switch to take effect. Before the switch is effective, you may continue to login using your Username and Password to perform balance enquiries only.