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Q&A for Personal Online Banking


 

1. How to apply for personal online banking service?

The service is available as long as you have a personal account in Bank of China (Luxembourg) S.A. Rotterdam Branch (the Branch). You need to apply for and register personal online banking service over counter of the Branch with a valid personal identity document. For application, you need to fill in and sign Application Form of Personal Online Banking and Clauses for Personal Online Banking. Valid identity documents include:

  • Valid and recent personal passport signed personally
  • Valid Dutch residence permit issued by IND

Note: if you do not have a personal account in Bank of China Rotterdam Branch, in addition to above identity documents, salary slip of one of the latest three month is required. We will open a personal account for you first, and then apply personal online banking service for you.

2. How to use personal online banking service?

After application registration of personal online banking, you will get a password envelope and a E-Token from a teller. For first-time logon to personal online banking, you need to input the user ID and password contained in the password envelop, and the one-time password and logon verification code randomly generated by the E-Token.

3. What is an E-Token?

E-Token is a special hardware provided with built-in power supply, password generation chip and display screen, which updates dynamic password from time to time using special algorithm. The online banking system based on such dynamic password technology is also known as OTP system, namely the identity verification password of a customer is changeable; one password will become ineffective when used, and the password for next logon will be completely different. As an important dual-factor verification tool, the wide use of E-Token in safety verification field has greatly improved the safety of logon to and transaction via online banking, The E-Token of Bank of China randomly updates a six-digit dynamic password every other 60 seconds. The lifespan of the cell is three to four years after leaving factory, and the E-Token will be out of service beyond such period. Then you are recommended to change your E-Token at the Branch.

4. What software and hardware do I need to use personal online banking?

  • One computer that has access to internet
  • Operating system: Windows 2000, Windows XP, Windows 2003, 32 bit Windows Vista or above
  • Explorer: Internet Explorer 5. 5 or above
  • Screen setting: 1024x 768 pixel or higher resolution ratio is recommended for optimal effect

5. How to log on to personal online banking?  

  • Please directly input the website address, website address of Bank of China Rotterdam Branch: http://www.bankofchina.com/nl
  • Click "Log on to online banking"; there are accesses to both Chinese and English services on the page of online banking.
  • You need to input your user ID, password, and the dynamic password and verification code generated by E-Token on the logon page. In your first-time logon, the system will require you to change your user ID and logon password. You will see the correct welcome message you have reserved and recent logon record after logging on to the authentic online banking. Pay attention to the authenticity of the website, call the customer service hotline for any question.

6. What are the main services provided by personal online banking?  

  • Inquiry about account balance, transaction details and other account data
  • Fund transfer among accounts of Bank of China Rotterdam Branch
  • Fund transfer to other banks in the Netherlands
  • Remittance to other banks outside the Netherlands
  • RMB remittance to account of a branch of Bank of China in China (you could online exchange through EUR or USD account and directly remit to the beneficiary’s CNY account)
  • Self-service opening, renewing and clearing of term deposit in each currency
  • Link accounts to online banking, and cancel accounts linked to online banking
  • Customize your account alias
  • Change of logon password

Note: all transfer and remittance transactions must be handled via your current account, therefore customers without current account in the Branch shall apply for an account to complete online transfer and remittance transactions!

7. Do I have to pay for personal online banking?

The personal online banking services from the Branch is free of charge, however, the following handling fees will be charged:

 Applying, binding, unbinding, changing of E-Token  EUR5.00
 Handling fee for international remittance  0.4% of the remittance amount, and the minimum charge is EUR10.00 / transaction or equivalent foreign currency
 RMB Remittance  0.4% of the remittance amount, and the minimum charge is EUR10.00 / transaction or equivalent foreign currency

8. How to cancel personal online banking service?

For canceling Bank of China's online banking service, you need to fill in Application Form for Personal Online Banking Service, and check the "cancel" column before submitting the form to the Branch. At your request, your personal online banking service will be cancelled within 5 work day.

9. Is there a limit for transfer and remittance via personal online banking?

In order to protect your funds, the Branch limits the online transfer and remittance as follows:

Note: the Branch reserves the right to regularly evaluate the following limit and make adjustment from time to time.

 Transfer and Remittance  Limit for single transaction  Daily accumulative limit
 Transfer to customer's own account (in the same currency)  No limit  No limit
 Transfer to customer's own account (in different currencies)  EUR50,000 or equivalent foreign currency  EUR50,000 or equivalent foreign currency
 Transfer to other people's account in Bank of China Rotterdam Branch  EUR50,000 or equivalent foreign currency  EUR100,000 or equivalent foreign currency
 Remittance  EUR5,000 or equivalent foreign currency  EUR5,000 or equivalent foreign currency
 RMB remittance  CNY80,000  CNY80,000

10. Where should I seek for help when running into problems with personal online banking?

For any problem concerning personal online banking, such as: forgetting password, losing E-Token, internet security and so on, you can dial the personal online banking service line of the Branch: 0031 10 2175888 during 9:00 am and 4:00 pm of any work day of the Branch for help. Or, visit our branch:

Bank of China Luxembourg S.A. Rotterdam Branch

Coolsingle 63

3012 AB Rotterdam

the Netherlands

11. What are the features of the personal online banking of Bank of China Rotterdam Branch?

It is a online banking product developed by Bank of China based on a brand-new system platform which adopts leading internet technologies, design concept and security mechanism to bring new experience to customers.

  • Safer transactions: ensuring the safety of accounts and funds by a multiple safety mechanism combining user ID, password, dynamic code logon, verification code and transaction limit control and so on.
  • More convenient operation: Chinese and English bilingual, round-the-clock and cross-space service

12. Is the personal online banking service accessible outside the Netherlands?

No matter where you are, you can use the personal online banking service of the Branch as long as you have access to internet.

13. What if my computer crashes or becomes disconnected when a transaction is being executed?

In such case, you can re-log on to your personal online banking when the network connection is resumed, and use the "Balance" and "Transaction details" inquiry functions under "Your account" to check the balance or transaction record of the transaction account to determine whether the transaction is executed. No special treatment is needed if it was executed; you can restart the transaction or cancel the transaction if it was not executed. For questions or help, you can as well call the online banking service line: 0031 10 2175888 during work hour (9:00 am to 4:00 pm).

14. Can I manage all my accounts in Bank of China Rotterdam Branch via personal online Banking?

You can manage all your personal current accounts, term deposit account the Branch via personal online banking.

15. My IE has automatically stored the user ID and password of online banking, how can I configure my IE to solve this problem?

If you are using the Internet Explorer of Microsoft, the following steps can help canceling the "Auto complete" function of the explorer:

  • Click the "Tool" in IE menu
  • Choose "Internet options"
  • Click "Content"
  • Choose "Auto complete" under personal information section.
  • Clear the checkbox to the "User ID and password of forms"
  • Click "Clear password" button to clear the previously stored password

16. Why does the system prompt "dialogue failure" and I have to re-log on when using online banking?

After logon to online banking, the system will prompt "dialogue timeout" and automatically exit if it has been idle for a long time. You have to re – log on to continue. The purpose of such design of the system is to prevent other people from conducting malicious operations when you forget to exit your online banking.

17. Why is there a part of information on help page of online banking that is not available to customers of Bank of China Rotterdam Branch?

The personal online banking system of the Branch is uniformly managed and operated by Bank of China Limited, as a result, part of the information it displays may be available only to customers in China, rather than overseas customers.

18. How should I inquire about real-time exchange rate when using cross-currency transfer and remittance of online banking?

When filling in transfer and remittance information, you can click "Inquire about exchange rate" to get real-time exchange rate. The exchange rate may change during your transaction, therefore the inquiry exchange rate may be different with the actual transaction exchange rate. When the transaction is concluded, you can get the actual transaction exchange rate on the confirmation page.

19. Why can't I log on to online banking in Windows Vista environment?

For 32 bit Windows Vista, you need to forbidden User Account Control (UAC) in control panel. UAC restricts your access permissions resulting in influencing the operation of Active X of online banking; the steps to forbidden it are: open "Control panel" in My computer, click "User account and family settings", choose "Disable UAC", and restart your computer. You should be able to log on to online banking after the above operation and inputting the correct user ID, logon password and E-Token password. The online banking service of the Branch does not support 64 bit Windows Vista.

20. What is the service time of transfer and remittance via online banking?

Transfer among accounts of the Branch is handled immediately while the deadline for transfer and remittance to other banks is 2:30 p.m everyday (work day). All transactions made via online banking before deadline (on work day) will be handled on the very day; transactions made after deadline (including holidays) will be postponed to the following work day. 

21. Is it safe to use online banking? Will it disclose my personal information?

The online banking system of the Branch has been tested and certified by various institutions to ensure the conformity of its safety control measures to current international standards, making it safe to use all functions of the system.

Thank you for using the online banking system of Bank of China Rotterdam Branch!

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