Fubon+ FAQ | Fubon Bank

FAQ Category

Q1. How can I download and login to Fubon Mobile Banking Service?

Q1. How can I download and login to Fubon Mobile Banking Service?: Download "Fubon+ HK" through the official application stores on your mobile handset, click "Login" and follow the instructions for using Fubon Mobile Banking Service.

Effective from 5 December 2022(“Effective Date”), individual customers who have not yet registered for Mobile Banking before Effective Date can use their Internet Banking password to log in to Mobile Banking Service without prior registration.
Existing Mobile Banking individual customers can use their current e-Banking password or Mobile Banking password to log in to Mobile Banking for the first time from the Effective Date. Customers will receive a reset password request after login and the new password will be used to log in to both Internet Banking and Mobile Banking.

Q2. What kind of banking services will be available with Fubon+?

Q2. What kind of banking services will be available with Fubon+?

“Fubon+” provides the following functions in respect of banking services, including:

Account Overview
Account Balance
Account Transaction History
e-Statement and e-Advice
Time Deposit
Transfer / FPS^{^}
Remittance^*
Bill Payment^{^}
Foreign Exchange
Rate Enquiry
Customer Investment Risk Questionnaire
Credit Card
Investment
Personal Loan
Mortgage Loan
Change Password
Change Transaction Limit
Change Email Address^{^}
Set Up / Change Overseas ATM Withdrawal Limit^{^}
Report Lost Card

^*only available for transfer to registered account

^{^}may require Mobile Security Key for two-factor authenticationQ5. Can I continue to use Mobile Banking Service in existing App Fubon HK after downloading Fubon+?

Yes, you may use both App together for Mobile Banking Service until 30 Jan 2023. Existing App Fubon HK will be terminated from 31 Jan 2023. You have to use Fubon+ for Mobile Banking Service afterwards after the aforesaid date.

Q3. How can I apply for Fubon Internet Banking Service?

Q3. How can I apply for Fubon Internet Banking Service?

If you hold a Fubon Phone Banking TIN / Fubon ATM Card or Fubon Credit Card with respective ATM PIN, you can simply apply with 3 easy steps on the Internet Banking Registration Service via Fubon+ to login and use Fubon Internet Banking Service immediately (only for personal account customers).
If you do not have the above information, you can
1. complete the Internet Banking Service Application Form with signature and mail it to Fubon Bank GPO Box 9878, Hong Kong or return it to our bank staff. The Bank staff may contact the applicant if any verification is required; or
2. Visit any Branch of Fubon Bank and apply for the service. You can choose to collect the Initial Customer Registration Number and Password either at any Fubon Bank Branch in person or via mail

Q4. Is there any service fee for using the Fubon Mobile Banking Service?

Q4. Is there any service fee for using the Fubon Mobile Banking Service?: Our Mobile Banking Service is free to all customers. However, depending on the service plan with your mobile service provider, you may incur charges when accessing the Internet. Please verify before accessing any Internet sites.Moreover, some transactions such as remittance and fund transfer via CHATS, etc are subject to handling fee. For details, please refer to Service Charges table.

Q5. What should I do if I am an individual customer who was previously using Mobile Banking App “ Fubon HK”?

Q5. What should I do if I am an individual customer who was previously using Mobile Banking App “ Fubon HK”?: Fubon Mobile Banking Service has upgraded to our New Mobile Banking App "Fubon+ HK" since 31 Jan 2023. Individual customer can login with your Internet Banking Password after downloading Fubon+ to enjoy the Mobile Banking Service.

Q6. What telecommunication service provider should I use to access to the Fubon Mobile Banking Service?

Q6. What telecommunication service provider should I use to access to the Fubon Mobile Banking Service?: You can access Fubon Mobile Banking service via the network of any local or overseas telecommunication service providers.

Q7. Can I retrieve the information of all my accounts?

Q7. Can I retrieve the information of all my accounts?

You will be able to retrieve and view the information of all the following same-name individual accounts:

Current Account
Savings Account
Time Deposit Account
Fubon Credit Card (Visa/MasterCard)
Investment Account
Personal Loan Account
Mortgage Loan Account
(inapplicable to Supplementary Credit Card, Corporate Credit Card, Visa Debit Card and other account(s) requiring joint signatures)

Q8. What if my mobile handset crashes or I get disconnected from the Internet by accident? How will I know that my transaction has been effected?

Q8. What if my mobile handset crashes or I get disconnected from the Internet by accident? How will I know that my transaction has been effected?: Login Fubon Internet Banking Account and select “Online Transaction Enquiry” to check or to repeat the transaction if required.

Q9. What languages are available for the Fubon Mobile Banking Service?

Q9. What languages are available for the Fubon Mobile Banking Service?: The languages of English, Traditional Chinese and Simplified Chinese are available for selection in Fubon Mobile Banking Service environment.

Q10. Can I use Fubon Mobile Banking Service in overseas countries?

Q10. Can I use Fubon Mobile Banking Service in overseas countries?: Yes.

Q11. What should I do if I forgot my Fubon Internet Banking Password?

Q11. What should I do if I forgot my Fubon Internet Banking Password?

Customer can reset password via Fubon+ (For individual customer who has Fubon ATM Card or Fubon Credit Card and with respective ATM PIN only)

Customer can also re-apply the password through below channels:

Call our Integrated Customer Service Hotline at 2566 8181 during office hours^* (for customer with Phone Banking TIN only); or
Complete and sign Internet Banking Service Password Regeneration Form and mail it to Fubon Bank GPO Box 9878, Hong Kong^#; or
Visit any Fubon Bank branch

^*Office hour: Monday to Friday: 9:00 a.m. to 7:00 p.m., Saturday: 9:00 a.m. to 1:00 p.m. (except Sunday and public holidays)
^#Not applicable to customers opened the account via Fubon GO (Fubon Bank Account Opening App)

Q12. What should I do if I forgot my Username?

Q12. What should I do if I forgot my Username?

To instantly enquire the Username of Fubon Internet Banking Service, you can either:

Enquire Username via Fubon+ (For individual customer who has Fubon ATM Card or Fubon Credit Card and with respective ATM PIN only); or
Call our Integrated Customer Service Hotline at 2566 8181 during office hours^* (for customer with Phone Banking TIN only); or
Visit any Fubon Bank branch

^*Office hour: Monday to Friday: 9:00 a.m. to 7:00 p.m., Saturday: 9:00 a.m. to 1:00 p.m. (except Sunday and public holidays)

Q13. What should I do if I would like to report security incidents or complaint?

Q13. What should I do if I would like to report security incidents or complaint?

To report Fubon m-banking Service security related problem or complaint, you can either:

Call our Customer Service Hotline at 2566 8181; or

Visit any Fubon Bank branch

Q14. What if I find or believe my Fubon Mobile Banking Password or device has been compromised, lost or stolen, or unauthorized transaction being conducted?

Q14. What if I find or believe my Fubon Mobile Banking Password or device has been compromised, lost or stolen, or unauthorized transaction being conducted?: You should immediately report that your Mobile Banking Password or device has been compromised, lost or stolen, or unauthorized transactions to the bank at once by calling our 24-hours Lost Card Service Hotline 2512 1131 to immediately terminate your Internet Banking Service. You may be held liable for all losses if you have failed to follow the securities guidelines.

Q15. How can I resume internet service if I have terminated my Fubon Mobile Banking Service?

Q15. How can I resume internet service if I have terminated my Fubon Mobile Banking Service?: You can re-apply for Fubon Internet Banking Service. Effective from 5 December 2022, individual customer who has not yet registered Mobile Banking before Effective Date can use the Internet Banking password to log in Mobile Banking Service without registration.

Q16. How should I place HKD and CNY fund transfer instructions to other local banks?

Q16. How should I place HKD and CNY fund transfer instructions to other local banks?: To provide instant and free fund transfer service to customers, all fund transfer of HKD and CNY placed in our new Mobile Banking app Fubon+ will be transferred via FPS service. You may simply input payee’s mobile number, email, FPS ID or account number (provided that payee has registered FPS) in fund transfer page and do not have to select the channel for transfer.

Q17. I have registered other local bank account for HKD fund transfer, but why am I not able to transfer up to the pre-set daily maximum limit?

Q17. I have registered other local bank account for HKD fund transfer, but why am I not able to transfer up to the pre-set daily maximum limit?: To provide instant and free fund transfer service to customers, all HKD fund transfer placed in Fubon+ will be transferred via FPS service. The daily maximum limit for the registered account is the same as restricted FPS daily transaction limit. The FPS daily transaction limit is HKD 100,000 in maximum. If you wish to transfer to registered account and the transfer amount exceed FPS daily transaction limit, you may use Fubon Internet Banking for completing such a transaction.

Q18. When can I set up my Time Deposit via Fubon+?

Q18. When can I set up my Time Deposit via Fubon+?

Our service hours of Time Deposit in Fubon+ is:

Mon – Fri: 8:00am – 8:30pm
Sat: 8:00am – 4:00pm

(except public holidays).

Q19. What Currency can be placed via Fubon+?

Q19. What Currency can be placed via Fubon+?: Total 11 currencies are available in Fubon+ namely: HKD, CNY, USD, AUD, GBP, EUR, CAD, NZD, JPY, SGD, CHF.

Q20. What is the minimum deposit requirement for Time Deposit via Fubon+?

Q20. What is the minimum deposit requirement for Time Deposit via Fubon+?

CURRENCY	MINIMUM DEPOSIT AMOUNT
HKD/CNY	10,000 of that currency
Foreign Currency (except Japanese Yen)	3,000 of that currency
Japanese Yen	JPY 300,000

Q21. What is the definition of "Eligible New Funds" in Fubon+?

Q21. What is the definition of "Eligible New Funds" in Fubon+?: "Eligible New Funds" refers to the incremental balance when comparing the latest deposit balance with the balance of the same currency as of 7 calendar days ago, after deduction of the sum of principal amount which has been entitled to new fund offer of Time Deposit within 7 calendar days. The balance of all accounts, including Savings Accounts, Current Accounts and Time Deposits of the same currency of Sole name individual account will be counted towards the calculation of "Eligible New Fund ". Fubon Bank reserves the right of final decision should there be any dispute in the definition of "Eligible New Fund".

Q22. Why do I see that I have eligible new funds on Fubon+, but there is no New Fund offer to choose?

Q22. Why do I see that I have eligible new funds on Fubon+, but there is no New Fund offer to choose?: Please be reminded that: If the deposit amount inputted by the user is greater than the eligible new fund amount, no new fund offer will be shown.

Q23. When I can use the Cheques to set up a Time Deposit, after I deposit the Cheques to Fubon Bank account?

Q23. When I can use the Cheques to set up a Time Deposit, after I deposit the Cheques to Fubon Bank account?: Customers can set up Time deposit after the Cheques are cleared.

Q24. Can I change my time deposit maturity instruction before maturity date via Fubon+?

Q24. Can I change my time deposit maturity instruction before maturity date via Fubon+?: Yes. You can change the maturity instruction through Fubon+ at least one business days prior to the maturity date.
Please be reminded that, if user change the maturity instructions on the maturity date, the principal and/ or Interest will be credited to designated account on or before the next business day of the Maturity date. Please call or visit any of our branches for assistance, if needed.

Q25. What are the types of maturity instructions available in Fubon+?

Q25. What are the types of maturity instructions available in Fubon+?

There are 3 types of maturity instructions for selection:

Renewal (Principal and interest); or
Renewal (Principal only); or
Do not renew

Please be reminded that, if the maturity instruction of the Fixed Deposit is selected as “Renewal (Principal and Interest)” or “Renewal (Principal only)”, the renewal will be automatically renewed at the Bank's current board rate.

Q26. Can I withdraw the time deposit before the maturity date via Fubon+?

Q26. Can I withdraw the time deposit before the maturity date via Fubon+?: No. You can’t withdraw the fixed deposit before the maturity date via Fubon+. Please call or visit any of our branches for assistance, if needed.

Q27. Can I place / renew my joint name time deposit at Fubon+?

Q27. Can I place / renew my joint name time deposit at Fubon+?: At this stage, Fubon+ can only place / renew single-name individual account for time deposits.

Q28. What is JETCO Cardless Withdrawal?

Q28. What is JETCO Cardless Withdrawal?: JETCO Cardless Withdrawal allows you to withdraw cash from JETCO network ATMs without using a physical card in just a few steps. You can set up a withdrawal instruction in Fubon+ and scan the on-screen QR code at any JETCO network ATMs to withdraw cash.

Q29. Who is eligible to use JETCO Cardless Withdrawal service? Any registration needed for JETCO Cardless Withdrawal?

Q29. Who is eligible to use JETCO Cardless Withdrawal service? Any registration needed for JETCO Cardless Withdrawal?: Fubon mobile banking customers with Current / Savings account can use this service. Please note that a withdrawal limit needs to be set up in Fubon+ before using this service.

Q30. Where/Which ATMs can I use JETCO Cardless Withdrawal?

Q30. Where/Which ATMs can I use JETCO Cardless Withdrawal?: All JETCO network ATMs with the “JETCO Cardless Withdrawal” sticker support this service.

Q31. Will I be charged for using JETCO Cardless Withdrawal Service?

Q31. Will I be charged for using JETCO Cardless Withdrawal Service?: ATM service charges also apply to the JETCO Cardless Withdrawal Service, and using JETCO Cardless Withdrawal Service does not incur additional fees.

Note:
A service fee apply to cash withdrawals at JETCO ATMs in Macau. For more details, please refer to the Bank’s List of Service Charges.

Q32. Is there any daily withdrawal limit for JETCO Cardless Withdrawal?

Q32. Is there any daily withdrawal limit for JETCO Cardless Withdrawal?: The maximum daily cardless withdrawal limit is HKD 20,000. The maximum and minimum transaction amounts for each withdrawal are subject to JETCO network ATMs. Please note that the cardless withdrawal limit is independent from the ATM card transaction limit.

Q33. How long is each JETCO Cardless Withdrawal instruction valid for?

Q33. How long is each JETCO Cardless Withdrawal instruction valid for?: The cardless withdrawal instruction will automatically be cancelled if the QR code is not scanned within the time limit after confirming the instruction. A new instruction will need to be set up to use the JETCO network ATMs.

Q34. Is there any limit on the number of JETCO Cardless Withdrawal instructions that can be set?

Q34. Is there any limit on the number of JETCO Cardless Withdrawal instructions that can be set?: You can only set up one instruction at a time. You can set up another instruction after the withdrawal is completed.

Q35. What currencies does JETCO Cardless Withdrawal support?

Q35. What currencies does JETCO Cardless Withdrawal support?: Only cash withdrawal in HKD is supported.

Q36. Can I use JETCO Cardless Withdrawal outside Hong Kong?

Q36. Can I use JETCO Cardless Withdrawal outside Hong Kong?: This service is only available in JETCO network ATMs located in Hong Kong and Macau. Please visit the JETCO website for a list of banks that offer JETCO Cardless Withdrawal Service.

Q37. Will notifications be sent to customers after a JETCO Cardless withdrawal?

Q37. Will notifications be sent to customers after a JETCO Cardless withdrawal?: We will send you SMS and email notification when you have successfully withdrawn cash at an ATM by JETCO Cardless Withdrawal service.

Q38. How to check my QR Cash transaction records?

Q38. How to check my QR Cash transaction records?: You may log in to Fubon+ to check your account transaction records.

Q39. Can I open a bank account in Fubon+ if I only have a credit card account?

Q39. Can I open a bank account in Fubon+ if I only have a credit card account?: No, this service is only applicable to customers who currently hold Fubon Bank account(s). Customers can first open a HKD statement savings account through Fubon GO, and once it is successfully opened, they can open another account via Fubon+.

Q40. Can I open current account in Fubon+?

Q40. Can I open current account in Fubon+?: No, you can only open saving account(s) via Fubon+. To open a current account, please visit any Fubon Bank Branch.

Q41. I already have a bank account. Why can't I open another accounts in Fubon+?

Q41. I already have a bank account. Why can't I open another accounts in Fubon+?: You can only open savings accounts that you do not hold or in a different currency via Fubon+. If your bank account(s) is/are in abnormal status, please visit any Fubon Bank Branch.

Q42. Why can’t I apply ATM card via Fubon+？

Q42. Why can’t I apply ATM card via Fubon+？: This service is only applicable to customers who do not hold an ATM Card. If you already have an ATM card, you cannot apply another ATM Card via Fubon+. Additionally, You can also use Fubon+ JETCO Cardless Withdrawal for cash withdrawal.

Customer Service Hotline

2566 8181

24-hours Lost Card Service Hotline

2512 1131

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