Frequently Asked Questions
Online Transaction Verification Service
Do all online transactions require transaction authentication?
Transaction authentication is required for online merchants that support the EMV-3DS secure authentication.
What should I do if I do not recognize the transaction?
If you suspected the transaction is fraudulent, please do not enter the "One-Time Password" or cancel the transaction on the Confirm Payment Instruction page. Then go to the "Credit Card/Loan" page and click "Temporary Suspension of Credit Card" under "Credit Card Management" to suspend your card temporarily, or contact us for assistance.
Authenticate with CCB (HK&MO) Mobile App
What are the benefits of performing Online Transaction Verification Service with CCB (HK&MO) Mobile App?
Your personal details will be more comprehensively protected while reducing the risk of credit card being used for fraudulent transactions. No matter where you are, online transaction verification service with CCB (HK&MO) Mobile App to enjoy a seamless payment experience.
How can I cancel a transaction with the Online Transaction Verification Service?
You can tap "Cancel" on the Confirm Payment Instruction page, then tap "Cancel" again in the confirmation message. The related transaction will become invalid as it can't authenticated.
Please note: If the transaction verification has been completed and the transaction has been successfully authorized, customers need to contact the merchant for processing.
Please note: If the transaction verification has been completed and the transaction has been successfully authorized, customers need to contact the merchant for processing.
Why do I see the “Transaction timed out” reminder?
If you are unable to complete the authentication in 3 minutes via CCB (HK&MO) Mobile App, you will receive this reminder and your transaction will be cancelled.
Has the mobile token service been applied for but not yet effective (requires 6 hours to take effect)? Can the One-Time Password still be received?
When the mobile token service is not in effect, you can still receive a "One-Time password" for online transaction authentication.
Is there a time limit for transaction authentication?
Please confirm the transaction details within 3 minutes through your CCB (HK&MO) Mobile App.
I want to receive a “One-Time password” for transaction authentication. Do I need to cancel the mobile token service? What impact will I have after canceling the mobile token service?
Yes. You may not able to use your 6-digit Mobile Token Password to log on to Mobile Banking, or to authenticate designated Mobile/ Online Banking transactions if you cancel the mobile token service.
Authenticate via One-Time Password
Can I receive an One-Time Password when I go overseas?
If you go overseas and are using overseas networks, you may not able to receive international SMS. Please be reminded to turn on your mobile phone and activate roaming service to ensure you can receive the OTP SMS to complete the online transaction when you are in mainland China or overseas. Please consult your telecommunication service provider for details.
How to enhance protection for my computer and mobile device from One-Time password theft?
You can visit our Credit Card Security Tips for more information to protect your credit card account.
What is One-Time Password service?
OTP Service is a security feature provided by CCB (Asia). When you make an online transaction with your CCB (Asia) Credit Card at a participating 3D Secure online merchant, but you have not downloaded the CCB (HK&MO) Mobile App and activated the Mobile Token Service, we will send a 6-digit One-Time Password via SMS to your registered mobile number. Simply enter the correct One-Time Password to complete the authentication of your transaction.
Does One-Time Password expire?
The One-Time Password expires in 120 seconds after it is issued. If you are unable to enter the One-Time Password to authenticate your transaction before it expires, you can click "Resend" One-Time Password on the transaction webpage in order to receive another valid One-Time Password on your registered mobile number. You can enter the new One-Time Password to complete the transaction.
Please note that the “Resend" One-Time Password function can only be used 3 times for each transaction. If you use the “Resend" One-Time Password function 3 times in a row without entering the correct One-Time Password, you will be unable to complete the transaction. You will be redirected back to the merchant's website and restart the payment process again.
Please note that the “Resend" One-Time Password function can only be used 3 times for each transaction. If you use the “Resend" One-Time Password function 3 times in a row without entering the correct One-Time Password, you will be unable to complete the transaction. You will be redirected back to the merchant's website and restart the payment process again.