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Cathay bank

Online Banking

Touch ID & Passcode Authentication FAQ

Touch ID:

Will Touch ID work if I do not have fingerprint enabled for the Touch ID on my device?

Touch ID will work if you have an Apple iPhone that supports Touch ID and it also must be enabled.

Will Cathay Bank store my fingerprint?

Your fingerprint is only stored on your device. It is encrypted with a key that is only accessible to the device.

If I enable Touch ID for my Cathay Bank Mobile Banking App, who will have access to my account information?

With Touch ID enabled, it will allow any fingerprint stored within the device to have access to account balances and recent transactions shown on the Cathay Bank Mobile Banking App, regardless of whether or not it is the fingerprint of the account holder.

What happens if my device fails to scan my fingerprint correctly?

You will have up to three attempts to access your account information using Touch ID.  After three attempts an error message appears indicating that your unsuccessful attempts have disabled the feature and prompts you to log in using your full credentials (i.e. User ID and Password).  Once you successfully authenticate with your full credentials, you can re-enable Touch ID.

If I have more than one device installed with Cathay Bank Mobile Banking App and have
enabled Touch ID for one of them, do I need to set up Touch ID again for the rest of my devices?

Touch ID is specific to only the fingerprints that have been enabled through the operating system on the device, only the fingerprints stored on the individual device can use the feature.  If you have another Apple iPhone that supports Touch ID you will need to go through the setup process for that device.

What should I do if I lost my phone with Touch ID enabled for my Cathay Bank Mobile Bank App?

If your phone with the Cathay Bank Mobile Banking App has been lost or stolen, please call Cathay Bank Customer Service immediately for assistance at 1-800-9CATHAY.  We will un-enroll the phone and disable the Touch ID and Passcode Authentication features.


Passcode Authentication:

What should I do to change my 4-digit passcode?

To change your passcode:

1   Log in your Cathay Bank Mobile Banking App with your full credentials.
2   Access the Navigation Menu > Settings > Quick Access.
3   The “Quick Access” screen will appear, showing that the Passcode feature is enabled.
Select “Change Passcode” underneath “Passcode”.
4   The “Change Passcode” screen will appear and ask you to enter your new passcode.
5   After your new passcode is entered once, the screen automatically advances to the next
step asking you to re-enter the passcode for confirmation purposes.
6   The “Quick Access” screen appears with a message indicating that the passcode
was successfully changed.
If I have more than one device installed with Cathay Bank Mobile Banking App and have
enabled the Passcode Authentication function for one of them, do I need to set up another passcode for the rest of my devices?

Passcodes are managed per user, meaning that a user with multiple mobile devices will conveniently have one passcode across all their registered devices.

What happen if I input the 4-digit passcode incorrectly?

You will have up to three attempts to access your account information using Passcode Authentication.  After three attempts an error message appears indicating that your unsuccessful attempts have disabled the feature and prompts you to log in using your full credentials (i.e. User ID and Password).  Once you successfully authenticate with your full credentials, you can re-enable Passcode Authentication.

What if I forgot my passcode?

If you forgot your passcode, please use your full credentials to log in your account. Once you log in, you can change your passcode (Please refer to question “What should I do to change my 4-digit passcode?” for detail).

What is the difference between the Quick Access passcode and the full credential password?

The Quick Access passcode is a 4-digit authentication code for you to get limited access to your account.  Once you type in your Quick Access passcode, you can view your account balance and the recent transactions.  The full credential password is used along with your User ID. Once you log in with your User ID and password, you gain access to more features to your account like making transfers and check deposits.



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1-800-9CATHAY

(1-800-922-8429)

Consumer Customer Service
6:00 a.m. - 7:30 p.m. Pacific Time, Monday through Friday.
 

Business Customer Service

6:00 a.m. - 6:00 p.m. Pacific Time, Monday through Friday.

Automated information is available 24 hours a day, 7 days a week.

U.S. customers in Hong Kong can dial toll-free 3710-1400 to contact U.S. Customer Service directly.


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