Contact Us

^-A A ⁺A

Send a General Inquiry
Make a Complaint

First Name

Last Name

Phone

Fax

Street address, P.O. Box, Company Name, c/o

Apartment, suite, unit, building, floor

City

State/Province/Region

ZIP/Postal Code

Country (if not U.S.)

Topic

How can we help you today?

For your protection, do not include account specific or non-public information such as Tax ID or Social Security Number in your message to us.

You May Have Rights under the California Consumer Privacy Act (CCPA). If you are a resident of California, you may have certain rights under the California Consumer Privacy Act (CCPA) concerning personal information collected by Cathay Bank. Please visit our Privacy Policy page for more information.

CAPTCHA

This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.

At Cathay Bank, we strive to provide our customers with the highest quality of customer service. If you had a less than positive experience with us, we want to hear from you.
Please complete the information below to advise us of your issue/concern. When you are finished, click on the “Submit” button at the bottom of the page to send your complaint to us.

First Name

Last Name

Street address, P.O. Box, Company Name, c/o

Apartment, suite, unit, building, floor

City

State/Province/Region

ZIP/Postal Code

Country (if not U.S.)

Phone

Do you have an account with us?

Your Complaint is about:

Please provide specific information

By providing your phone number and/or email address, you give us permission to contact you by phone or email to obtain any additional information we need to respond to your complaint. We will not share this information or use it for marketing or other purposes.

CAPTCHA

This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.

Find answers to commonly asked questions

1. Domestic incoming wires and ACH
  1222-0395-0
  Receiver address: Cathay Bank, 777 North Broadway, Los Angeles, CA 90012
2. SWIFT code for international wires
  CATHUS6L
1. Wire instructions
  Incoming wire instructions are available on the Cathay Bank website.
2. Confirm a wire initiated on Cathay Business Online Banking
  Call 800-922-8429 and select Business Banking option 3.
3. Recall or cancel a wire
  Contact your Cathay Bank branch. If the wire was initiated via Cathay Business Online Banking, call 800-922-8429 and select Business Banking option 3. If the wire was initiated via Cathay Personal Online Banking, call 800-922-8429 and select Personal Banking option 2.
1. Activate debit card
  • A PIN is required to activate a debit card. Your PIN is mailed separately from the card.
  • There are three ways to activate a card:
  - Refer to the phone number on the sticker of the card to activate via the automated system.
  - Activate by using the card at any Cathay Bank ATM.
  - Make a purchase using the same PIN (for renewed cards) or the PIN mailed for new cards.
2. Transaction declined
  • Make sure the PIN was entered correctly.
  • Check if the transaction or total transaction amount has exceeded the daily limit.
  • If the card is being used in other states or overseas, it may be declined. Inform the bank in advance if you have any travel plans.
  • The card may have expired.
  • The card may have been closed due to no card activity for 13 months.
3. Debit card use when traveling out of state or country
  Remember to inform the bank if you have any travel plans and want to use the card in other states or countries, to avoid potential declined transactions.
4. Lost or stolen card
  • Immediately inform the bank of the lost/stolen card by calling 800-922-8429.
  • Monitor account activities on statements or online banking for any unauthorized transactions and report any unauthorized transactions immediately.
5. New debit card
  Request a new card at a Cathay Bank branch.
6. Did not receive new debit card and/or PIN
  • It usually takes 7-10 business days to receive your card and/or PIN. Notify the Bank immediately if you do not receive your card within 11 business days by contacting your Cathay Bank branch or by calling 800-922-8429. Overseas customers can call 626-582-7380 to connect to customer service in the U.S.
  • Request a new card and/or PIN at a Cathay Bank branch.
7. Forgot PIN
  Request a PIN reminder at a Cathay Bank branch.
8. Debit card limits
  • Card limits depend on the type of account linked to the card.
  • The card limit cannot be changed. Customers need to visit a Cathay Bank branch to change the account type if a different card limit is preferred.
1. Account balance
  Use online/mobile banking or telephone banking by dialing 800-922-8429 to check an account balance.
2. Update address and/or phone number
  • Customer information must be updated at a Cathay Bank branch as we need a customer’s written authorization.
  • Personal account/Personal online banking customers: phone numbers can be updated through online banking.
  • Address or Telephone Number changes on deposit accounts also can be accepted by phone.
3. Fees charged on account
  • Check if the account balance has been maintained at or above the minimum balance requirement to avoid the monthly fee.
  • Check if any new bank services have been added recently.
  • To discuss fees, visit your Cathay Bank branch.
4. Verify a deposit
  Use self-service banking such as telephone banking by dialing 800-922-8429 or online banking to verify deposits such as social security, payroll, a pending transaction, or an incoming wire.
5. Statement copies
  • Statement copies can be downloaded at no charge from online banking or ordered at a Cathay Bank branch (fee may be applicable if requested at a branch).
  • If you did not receive a statement in the mail, consider if your address has changed and you have not informed the bank.
6. Verification of checks
  • Only cashier’s checks can be verified over the phone.
  • Cathay Bank does not verify any personal or business checks.
7. Did not receive check order
  • Verify check order by calling or visiting a Cathay Bank branch or calling the Client Care Center at 800-922-8429.
  • Verify the mailing address on file.
  • It usually takes 7 to 10 business days. Notify the branch immediately if a check order is not received within 11 business days.
8. Foreign currency accounts
  To learn about a Foreign Currency Account, contact a Cathay Bank branch or the Foreign Exchange Department at 866-228-4299.
9. Transactions at Cathay overseas offices
  • Cathay Bank's offices in Beijing, Shanghai, Taipei, and Ho Chi Minh City, along with the Cathay Bank branch in Hong Kong, do not process transactions for U.S. accounts.
  • Contact the branch where your account was opened before visiting any of these locations to complete or submit any documents.
10. Deposit Account Agreement
  Access a copy of our current Deposit Account Agreement.
1. Forgot Login ID and/or password
  • Use the Forgot your user ID? link to retrieve user ID.
  • Use the Forgot your password? link on the Cathay Bank app to reset your password. Your new password may not be the same as your current password.
2. Unable to login
  • Make sure the login ID and password are correct.
  • Make sure you are entering the correct Secure Access Code if being prompted for one.
  • As a reminder, your password is case sensitive.
  • You may be locked out. Please contact customer service at 800-922-8429 for assistance.
3. Login for mobile app
  Use the same login ID and password as for Cathay Online Banking.
4. Online banking Login ID requirements
  • Must be between 6 and 18 characters long.
  • Must contain at least one letter.
  • May not contain these special characters: &<>
5. Online banking password requirements
  • Must be between 8 and 99 characters long.
  • Must contain at least 1 number.
  • Password must contain a minimum of 1 lower case character.
  • Password must contain a minimum of 1 upper case character.
  • Password may not be the same as the last 8 passwords.
6. Step-up authentication
  • Choose to receive a phone call with a verification code or receive an email or text message with a verification code, and enter it on screen to complete secure authentication.
  • We recommend you have at least one valid and accessible phone number and/or email address on file to be able to log in.
7. Secure code via phone call and/or SMS text
  • Secure codes are sent to the phone numbers and/or email addresses that are on file to receive a call, text, or email.
  • You will need to know the last 4 digits of the phone number on file for step-up authentication.
  • If you do not see your number or email address on the list, please contact us at 800-922-8429 or visit a Cathay Bank branch.
  • Message and data rates may apply from your wireless carrier.
8. E-Statements
  • To enroll in E-Statements, under Services > Statement Delivery, select “Electronic Statements.” Then click “I accept the E-Statement Delivery Disclosure,” check the box, then click “Submit.”
  • Contact us at 800-922-8429 if you need assistance.
9. Bill payments not received
  • We can only confirm payments made from Cathay Online Banking. Please contact the merchant for any payments scheduled directly from the merchant’s website.
  • Check if the payee information (account number and address) was set up correctly.
  • If the payment was sent by check, it may take some time for the post office to deliver.
10. Mobile deposit declined
  • The email informing you of the declined deposit includes the decline reason.
  • Contact customer service if the decline reason is “other.”
  • Always check your SPAM folder for updates on your mobile deposit as emails could have been sent there.
11. Cannot make a mobile deposit
  • Mobile deposit is only available in the Cathay Bank app.
  • Please see Mobile Deposit FAQs for further details.
12. Find Cathay Bank Mobile Banking App
  • Search for “Cathay Bank” in either the Apple App Store® or Google Play™ search bars.
  • The Cathay Bank app is only available in the Apple App Store and Google Play™ store for Android™ in the U.S.
  • The Cathay Bank Mobile Banking App is not available outside of the U.S.
13. External transfers
  • You can link your personal accounts to other U.S. banks in Cathay Online Banking:
  1. In Transactions Menu, go to the Add External Account page.
  2. Enter the account information per the instructions and click Continue.
  3. Follow the setup instructions.
  • Once we have received your request, the account information is verified by sending small test transactions to be processed to the external transfer account. You will receive an email message from us with the steps you need to take to complete the account verification and setup processes.
What is the wire cut off time to send a wire using online banking?

The wire cut off time to send out wire using online banking is 1:30 p.m. PST.

Can I increase my wire limit for the day?

Yes. Please contact your local branch to request for a temporary limit increase for the day.

Can I set up my Business Online Banking online?

To set up access for Business Online Banking, please contact your local branch.

I cannot log into my Business Online Banking, what do I do?

Make sure you are logging into Business Online Banking.

From our homepage www.cathaybank.com, under the online banking section, make sure you have selected to log in to Business Banking, which will ask for your Company ID and Login ID, followed by the password.

If you are still unable to access the system, contact us at 1-800-922-8429, Option 1 for English, then Option 3 for Business Online Banking.

How do I view my business accounts online?

Log in to your Business Online Banking account at www.cathaybank.com. You will be asked for your Company ID and Login ID, followed by the password.

If you have not set up access to your Business Online Banking, please contact your local branch. As part of the setup process, you are required to designate an administrator.

If the account is set up for Business Online Banking, please contact the designated administrator assigned by your company to grant you access.

If you require assistance, the designated administrator should contact us at 1-800-922-8429, Option 1 for English, then Option 3 for Business Online Banking.

Where can I find my business banking statements online?

Log in to Business Online Banking and click on Reports TAB > Statements & Documents.

If you are still unable to access, please contact us at 1-800-922-8429, Option 1 for English, then Option 3 for Business Online Banking.

How do I change my statement delivery preference on my business account online?

Log in to Business Online Banking.
1. Click on Reports TAB > Statements & Documents
2. Select View and maintain document preferences
3. From the dropdown menu under Delivery Preference > select your preferred delivery – Paper, Online, and Paper & Online and click on Continue to follow the instructions to change your delivery preference
1. Proof of Insurance
  To learn how to submit proof of insurance, call 800-922-8429 and select Loans option 2-4-4.
2. Mortgage payment different than prior month
  If your mortgage payment amount has changed on your statement, call 800-922-8429 and select Loans option 2-4-5.
3. Apply for a new mortgage
  Contact a Mortgage Loan Originator (MLO) on the Cathay Bank website.
4. Set up automatic loan payments
  Automatic loan payments can be requested at a Cathay Bank branch.
5. Loan payment over the phone
  Currently, we do not accept any loan payments over the phone.
Make a loan payment by one of the following four options:
- Mail to:
  Cathay Bank
  P.O. Box 80426
  City of Industry, CA 91716-8426
- Wire to:
  Cathay Bank
  Attention: Consumer Loans Dept
  9650 Flair Drive
  El Monte, CA 91731
  ABA Number: 122203950
  Account number: 20210154
  Re: Borrower’s name/loan number/note number
  SWIFT Code: CATHUS6L (for international only)
  Please note: Wire must be received by 1 p.m. (PST) to be posted on the same business day.
- Visit your local branch
- Make loan payment via Personal Online Banking
To schedule future Automatic Payment Drafts, contact [email protected].

Consumer Customer Service Hours

6.00 a.m. - 7:30 p.m. Pacific Time

Monday through Friday

Business Customer Service Hours

6.00 a.m. – 6:00 p.m. Pacific Time

Monday through Friday

U.S. Customers in Hong Kong

Dial toll-free 3710-1400 to contact U.S.

customer service directly

Contact Us

To contact us, select one of the options below.
Or find answers in our commonly asked questions.

Send a General Inquiry

Make a Complaint

Find answers to commonly asked questions

What is the wire cut off time to send a wire using online banking?

Can I increase my wire limit for the day?

Can I set up my Business Online Banking online?

I cannot log into my Business Online Banking, what do I do?

How do I view my business accounts online?

Where can I find my business banking statements online?

How do I change my statement delivery preference on my business account online?

Contact Us at 800-922-8429

Customer Service automated information is available 24 hours a day, 7 days a week

Consumer Customer Service Hours

Business Customer Service Hours

U.S. Customers in Hong Kong

Contact Us

To contact us, select one of the options below. Or find answers in our commonly asked questions.

Send a General Inquiry

Make a Complaint

Find answers to commonly asked questions

Routing Numbers

Wires

Debit Card / ATM Card

Account Information

Personal Online Banking & Mobile Banking

Business Online Banking

What is the wire cut off time to send a wire using online banking?

Can I increase my wire limit for the day?

Can I set up my Business Online Banking online?

I cannot log into my Business Online Banking, what do I do?

How do I view my business accounts online?

Where can I find my business banking statements online?

How do I change my statement delivery preference on my business account online?

Mortgage

Loan Payments

Credit Disputes

Contact Us at 800-922-8429

Customer Service automated information is available 24 hours a day, 7 days a week

Consumer Customer Service Hours

Business Customer Service Hours

U.S. Customers in Hong Kong

Email communication is not secure

To contact us, select one of the options below.
Or find answers in our commonly asked questions.