General

1. Why is Maybank sending me a New Security Token?
2. Do I need to pay for the New Security Token?
3. How long can the battery in the new security token last?
4. Can I obtain the one-time Authorisation Code from the New Security Token to authenticate my online transactions at 3-D Secure merchant websites using my Maybank Credit/ Debit/ registered Prepaid Card?

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1. Why is Maybank sending me a New Security Token?

   Maybank is issuing the New Security Token to its Online Banking and Mobile Banking customers as part of an industry-wide initiative by the Association of Banks in Singapore (ABS) to enhance online security.

   From 23^rd December 2012, Transaction Signing will be required for certain types of online transactions. Consequently, customers will be prompted to key in transaction-specific details (e.g. beneficiary account number) for selected transactions (e.g. fund transfers) into the New Security Token to generate a One-Time Password (OTP) in order to proceed with such transactions. This enhanced authentication feature serves to better protect your internet banking transactions against online frauds.

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2. Do I need to pay for the New Security Token?

   Your first token will be sent to you at no charge.

   For replacement due to loss of token, please take note that there is a replacement fee of S$20.

   For replacement due to faulty device or battery wear-out, there is no replacement fee.

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3. How long can the battery in the new security token last?

   The battery in the New Security Token can last 4-5 years depending on the frequency of usage.

   A message will be displayed on your token when the battery life is nearly exhausted.

   Message	What it means
   BATT5	5 weeks of estimated battery life remaining
   BATT4	4 weeks of estimated battery life remaining
   BATT3	3 weeks of estimated battery life remaining
   BATT2	2 weeks of estimated battery life remaining
   BATT1	1 week of estimated battery life remaining
   DISABLE	Battery life is exhausted

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4. Can I obtain the one-time Authorisation Code from the New Security Token to authenticate my online transactions at 3-D Secure merchant websites using my Maybank Credit/ Debit/ registered Prepaid Card?

   No, you will not be able to obtain the one-time Authorisation Code from the New Security Token to authenticate your online purchases at 3-D Secure merchant websites.

   With effect from 22 October 2012, you will need to hold a mobile phone to perform online purchases at 3-D Secure Merchant websites as the Authorisation Code will be sent via SMS to your Singapore-registered mobile number with the Bank.

   Please click here for more FAQs on one-time Authorisation Code for secured e-Commerce transactions.

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Receiving, activating and using your New Security Token

1. When I log on to Online Banking, I am not prompted to enter my One-Time Password. Instead, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? But I have not yet received it.
2. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? What will happen if I activate the token?
3. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? I have received the token but I don’t have it with me. Can I still log on to Online Banking?
4. When I log on to Online/Mobile Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? I am going overseas for 1 month. Will I be able to activate it after I come back?
5. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I need to activate the new token before I can proceed to Online Banking. I have not yet received the new token. What shall I do?
6. How do I activate the New Security Token?
7. Where is the serial number located?
8. Why are there so many buttons on the New Security Token? Which buttons do I press?
9. Do I need to return the existing security token when I have received the new one?
10. I have just received my New Security Token. What do I need to do now?
11. How do I use the New Security Token?
12. I notice that the New Security Token generates a 6-digit One-Time Password. Why has it been changed from 8-digit to 6 digit OTP?
13. I have activated my New Security Token. Can someone else use my new token for their account?
14. I have received the token but there is no “power on” button. How do I switch it on and off?
15. I have received the New Security Token but when I press the OTP button, nothing happens. What should I do?

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1. When I log on to Online Banking, I am not prompted to enter my One-Time Password. Instead, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? But I have not yet received it.

   A token has been issued and is on its way to you.

   You will still be able to access Online Banking with your existing 2FA mode (SMS or oval-shaped token) by clicking on the relevant link.

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2. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? What will happen if I activate the token?

   For customers using the oval-shaped token:

   Upon activation of the New Security Token, your oval-shaped token will be disabled. You will need to use the new device to logon and complete online transactions. On-screen instructions will be provided.

   For customers using SMS-2FA:

   Upon activation of the New Security Token, you can choose to:

   1. Continue to use my SMS-2FA*
   2. Discontinue the use of my SMS-2FA

   *If you choose to continue with the use of SMS-2FA, please note that with effect from end December 2012, you will have to use the New Security Token for transactions that require Transaction-Signing. Click here for more details.

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3. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? I have received the token but I don’t have it with me. Can I still log on to Online Banking?

   Yes, you can still proceed to log on to Online Banking for the next [XX] days using your existing 2FA mode (oval-shaped token or SMS-2FA) by clicking on the relevant link.

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4. When I log on to Online/Mobile Banking, I see a message informing me that the New Security Token has been issued and I have [XX] days to activate it? I am going overseas for 1 month. Will I be able to activate it after I come back?

   Yes, you will be able to activate the New Security Token at any time after it has been issued to you.

   The Grace Period is an added feature that allows you to use your existing 2FA mode for up to 30 days after a new token has been issued to you.

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5. When I log on to Online Banking, I see a message informing me that the New Security Token has been issued and I need to activate the new token before I can proceed to Online Banking. I have not yet received the new token. What shall I do?

   If you have not received your token and you need to urgently perform some online transactions, please visit any of our Maybank Singapore Branches. Alternatively, please submit a new request by completing the eServices form. Replacement fee will be waived in this case.

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6. How do I activate the New Security Token?

   Simply logon to your account using your Username and Password. Click on the relevant link and follow on-screen instructions.

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7. Where is the serial number located?

   The serial number is a 10-digit number located at the back of the New Security Token.

   

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8. Why are there so many buttons on the New Security Token? Which buttons do I press?

   The New Security Token supports Transaction-Signing (only to be activated at the end of 2012) and this requires transaction-specific details (e.g. beneficiary account number) for selected transactions (e.g. fund transfers) to be keyed into the token. 

   On-screen instructions will be provided to guide you along.

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9. Do I need to return the existing security token when I have received the new one?

   As you can no longer use the existing security token after you have activated the New Security Token, you can dispose it off safely.

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10. I have just received my New Security Token. What do I need to do now?

    You will need to perform a one-time activation. Simply log on with your username and password and follow the on-screen instructions.

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11. How do I use the New Security Token?

    Before you can use your New Security Token, you will need to perform a one-time activation of the token. Logon using your username and password and follow the on-screen instructions.

    After you have completed the one-time activation, simply press and hold the  button (bottom right of the token) to generate the One-Time Password required to logon or complete your online transactions.

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12. I notice that the New Security Token generates a 6-digit One-Time Password. Why has it been changed from 8-digit to 6 digit OTP?

    The change is to provide our customers with more convenience without compromising on the overall security of banking online.

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13. I have activated my New Security Token. Can someone else use my new token for their account?

    The new token is uniquely pre-assigned to each customer. Once a token has been activated, it cannot be used by another party.

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14. I have received the token but there is no “power on” button. How do I switch it on and off?

    There is no need to power on or power off the New Security Token.

    When a One-Time Password (OTP) or Transaction Signing is required, please follow the on-screen instructions.

    The security device comes with auto-power off feature.

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15. I have received the New Security Token but when I press the OTP button, nothing happens. What should I do?

    It is possible that your token is faulty. Please visit any of our Maybank Singapore Branches for a replacement token. Alternatively, please submit a new request by completing the eServices form .

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Transaction Signing

1. What is Transaction Signing?
2. How do I perform Transaction Signing?
3. I have entered the wrong account number in the token. How do I clear the account number?
4. How do I perform Transaction Signing if the Payee’s account number is less than 8 characters long?
5. What are the transactions that require Transaction Signing?

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1. What is Transaction Signing?

   Transaction Signing is an additional security feature against online fraud. It requires you to key in transaction-specific details (e.g. payee/beneficiary account number) for certain transactions (e.g. fund transfers) into the New Security Token to generate a One-Time Password (OTP) in order to proceed with such transactions.

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2. How do I perform Transaction Signing?

   For transactions with an account or card number:

   Example 1: Add Payee Account(s) with Other Banks
   Savings account number 123-123456-7 with Bank XYZ

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the last 8 digits of the Payee’s Savings account number. In this case, you should key in “31234567”

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

   Example 2: Add Payee Account(s) to Third Party Accounts with Maybank
   Third Party Maybank Credit Card number  5188-3412-3456-7890

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the last 8 digits of the Payee’s Credit Card account number. In this case, you should key in “34567890”

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

   Example 3: Make a fund transfer above the Transaction Signing limit to an existing Payee Account number  234-667788-001

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the last 8 digits of the Payee’s account number. In this case, you should key in “67788001”

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

   For transactions without an account or card number:

   Example 1: Add a Payee Account(s) to send an iCheque

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the system generated 8-digit Transaction Signing code that is displayed on the Online Banking screen.

   

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

   Example 2: Update mailing address or mobile phone number

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the system generated 8-digit Transaction Signing code that is displayed on the Online Banking screen.

   

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

   Example 3: Change Daily Limits

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the system generated 8-digit Transaction Signing code that is displayed on the Online Banking screen.

   

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

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3. I have entered the wrong account number in the token. How do I clear the account number?

   If you have entered an incorrect digit, simply press the button to clear it.

   For example, if you have entered “1234” instead of “1235”, press the button once to clear the last digit.

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4. How do I perform Transaction Signing if the Payee’s account number is less than 8 characters long?

   For account numbers that are less than 8 characters long, please prefix it with zeroes.

   Illustration:

   Payee’s Account Number	Account Number to be used for Transaction Signing
   123	00000123
   1234	00001234
   12345	00012345
   123456	00123456
   1234567	01234567

   Example: Add Payee Account(s) for Telegraphic Transfer Account number 123456

   Step 1: Press the button until a dash sign appears on the LCD.

   

   Step 2: Key in the last 8 digits of the Payee’s account number. In this case, you should key in “00123456”

   

   Step 3: Press the button until the One-Time Password (OTP) appears on the LCD.

   

   Step 4: Enter the OTP on the Online/Mobile Banking screen to proceed with your transaction.

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5. What are the transactions that require Transaction Signing?

   There are 4 types of transactions that require Transaction Signing:

   • Adding of payees
   • Third-party Funds Transfers above S$20,000 per transaction(or equivalent amount for foreign currency transactions)
   • Update of address and mobile phone number
   • Changes to Daily Limits (Increase or Decrease)
   
   

   Adding of Payees:

   • Funds Transfer – Other banks
   • Funds Transfer – Accounts with Maybank
   • RegionLink Cross Border (Malaysia)
   • RegionLink Cross Border (Philippines)
   • Telegraphic Transfer
   • Local Visa Credit Card Payment
   • Overseas Visa Credit Card Payment
   • 3rd Party Maybank Credit Card Payment
   • Funds Transfer – 3rd Party Debit / Prepaid Cards
   • Cashier’s Order
   • Demand Draft
   • iCheque
   • iCheque (Foreign Currency)
   
   

   Third-party Funds Transfers above S$20,000 per transaction (or equivalent amount for foreign currency transactions):

   • Funds Transfer – Other banks
   • Funds Transfer – Accounts with Maybank
   • RegionLink Cross Border (Malaysia)
   • RegionLink Cross Border (Philippines)
   • Telegraphic Transfer
   • Local Visa Credit Card Payment
   • Overseas Visa Credit Card Payment
   • 3rd Party Maybank Credit Card Payment
   • Funds Transfer – 3rd Party Debit / Prepaid Cards
   
   

   Changes to Limits:

   • Any change to Daily Transaction Limit by service type via Online Banking.
   
   

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