Common Questions about Online Banking
 
I. Login

1. What browsers are supported by Frankfurt Branch's online banking?
Answer: Currently, our online banking supports all versions of IE. We recommend using IE8 or above.

2. Q: How do I log in to ICBC Frankfurt Branch's online banking service?
Answer: Customers can visit ICBC Frankfurt Branch's website (www.icbc.de), then click the "Corporate Online Banking" button on the left side of the page, which will display the login page.

3. Q: What languages does Frankfurt Branch's online banking support?
Answer: Currently, our online banking supports English and Chinese. English is the default language, and you can switch between Chinese and English at the top of the login page.

4. Q: How to solve the issue when a red cross appears in the password and verification code input boxes, preventing input?
Answer: This error occurs because your computer is using the online banking service for the first time and has not installed the Active X security control, or because the online banking has been upgraded and requires an update to the Active X security control. Simply download and install the Active X security control.

5. Q: What should new customers pay attention to when changing their login password for the first time?
Answer: Key points for changing the password after logging in for the first time:

A. Original password: 6 digits
B. New password: 6-30 characters, combination of letters and numbers (case-sensitive). Choosing a password that is not easy to guess is very important for the security of your funds and information. It is not recommended to use consecutive digits of your bank card number, account number, ID number, telephone number, or mobile phone number. Also, do not use your birthday (including year, month, day) as a 6-digit password. It is also recommended not to use numbers that are easy to guess, such as your phone number or license plate number.
C. ID number: Enter only letters and numbers, excluding symbols such as (), /, etc. For example: A123456 (letters are case-sensitive).

6. Q: What should I pay attention to when entering the verification code?
Answer: Two things: First, the verification code consists of lowercase letters and numbers. If it is unclear or you are unsure, click the refresh button on the side. Second, if the verification code has not been entered for a long time, it will expire, so click the refresh button as well.

7. Q: What should I do if I enter the wrong login password multiple times consecutively within one day?
Answer: If you enter the wrong login password three times consecutively (cumulative) within one day, the login password will be temporarily frozen and will be automatically unfrozen the next day. If the cumulative number of consecutive incorrect login password entries reaches 15 times, it will be permanently frozen. The customer needs to contact the bank, fill out the "Electronic Banking Important Change Business Application Form", and send it to the bank together with a copy of the valid ID of the customer or authorized signatory to apply for password reset. Only after receiving the new login password can you continue to use the online banking service.

8. Q: What should I do if a customer forgets their login password?
Answer: The online banking login password must be remembered and kept safe. If forgotten or lost, please go to our bank's website download page, download and fill out the "Electronic Banking Important Change Business Application Form", and mail it to the bank together with a copy of the valid ID of the customer or authorized signatory to apply for a password reset. Only after receiving the new login password generated by the bank can you continue to use the online banking service.

II. Functions

9. Q: What services does Frankfurt Branch's online banking currently provide?
Answer: Frankfurt Branch's online banking currently provides the following services:

Corporate Online Banking: Account balance inquiry and transaction details inquiry, customized statements, daily, weekly, and monthly statement inquiry and download, transfers, domestic transfers within Germany, intra-EU and extra-EU transfers, foreign exchange, and customer services (including login password change, customer information modification, personalized customization, etc.).

10. Q: What account inquiry services does Frankfurt Branch's online banking provide?
Answer: Our online banking provides transaction details inquiry and download services for multiple currencies including EUR, USD, CNY, GBP, CHF, HKD, JPY, etc., for multiple accounts within 12 months.

11. Q: What statement services does Frankfurt Branch's online banking provide?
Answer: Our online banking provides daily, weekly, and monthly statement inquiry and download services. The default statement is the monthly statement. If customers need daily or weekly statements, they need to sign a daily or weekly statement agreement through online banking first, and then search and download the corresponding statements according to the agreement number. Our statement service is limited to transaction details within six months.

12. Q: What is the SWIFT CODE of ICBC Frankfurt Branch?
Answer: ICBC Frankfurt Branch's SWIFT CODE is ICBKDEFFXXX.

13. Q: What is the BLZ (German Bank Code) of ICBC Frankfurt Branch?
Answer: ICBC Frankfurt Branch's BLZ is 50110200.

14. Q: What is the difference between the "Transfer" and "Remittance" functions?
Answer: The "Transfer" function in our online banking refers to transfers within ICBC Frankfurt Branch, including transfers between different accounts of the same currency within the same group, and transfers to other corporate customers who have accounts with our branch. The funds are credited in real time. All other fund transfers are considered remittances, including domestic remittances within Germany, intra-EU, and extra-EU remittances. If a customer confuses the two and incorrectly uses the "Transfer to External Company" function to "remit" to another customer, the system will report an error: "The transfer account number you entered is invalid."

15. Q: What should I pay attention to when making remittances through online banking?
Answer: Pay attention to the following five points:

Read the "Remittance Instructions" carefully.

Pay attention to the transaction prompts at the bottom of the online banking remittance page.

Fields marked with "*" are mandatory.

Carefully check whether the remittance information entered is accurate.

16. Q: What is the time range for remittance instruction inquiry and download through online banking?
Answer: Our online banking currently provides remittance instruction inquiry and download services for instructions within 3 months.

17. Q: Are there any limits on remittance amounts through Frankfurt Branch's online banking?
Answer: Different remittance scopes and different security media have different limits. Please consult bank staff for details. The latest remittance limit plan will be announced soon, so please stay tuned.

18. Q: Is there a more convenient method for relatively fixed payees, so that I don't have to remember remittance information and can reduce errors when making payments to them?
Answer: Yes, the "Reference Sample" function provided by our bank can meet this customer need. Simply save a previous remittance record as a reference sample. The next time you remit to the same customer, you only need to call up the reference sample and modify the value date and remittance amount, eliminating the trouble of remembering the remittance input elements and avoiding errors.

19. Q: Why can't I find the corresponding bank branch information by searching with the "German Bank Code Query"?
Answer: The "German Bank Code Query" function provided by our bank is mainly to prevent customers from misremembering or entering incorrect bank codes. By querying the German bank code, it adds a payee bank name verification step, thereby preventing customers from mistakenly sending funds to another bank. Currently, the online banking provides two query methods: one is by German bank code query; the other is by a combination query of "Bank Name + City Name". The former can only query up to 20 bank records. If there are more than 20 results, the query result will be empty, and you must use the latter method. The latter currently only supports precise queries. If a customer cannot find the corresponding bank branch, they can directly contact the relevant bank staff.

20. Q: Does Frankfurt Branch's online banking support multi-level combined authorization for finance?
Answer: Yes. Our corporate online banking can provide flexible and diverse financial payment models, supporting multi-level sequential or non-sequential authorization. Combined with the customer's financial control requirements and human resource allocation, we can tailor financial payment solutions to meet customers' personalized needs for single-person or multi-person combined payments.

21. Q: What should I do if I feel that my online banking login password is no longer secure?
Answer: Customers can log in to the online banking system and go to the "Customer Service" section to change their online banking login password.

III. Services

22. Q: Is there an annual fee for ICBC's online banking service?
Answer: There is currently no annual fee for online banking service.

23. Q: What are the fees for online banking transfers and remittances?
Answer: Transfers and domestic remittances within Germany processed through our online banking channel are free. Fees for intra-EU and extra-EU remittances are also very favorable. Please refer to the price list published on the branch's website for details.

24. Q: Why do I need to set an online banking login alias?
Answer: The advantage of setting a login alias is that customers do not need to remember a complex 10-digit account number.

Steps to set a login alias:
A. First, log in to your online banking.
B. Select "Set Login Method" under "Customer Service".
C. Check "Username Login + Online Banking Login Password".
D. Enter a custom 6-15 digit combination of letters or letters and numbers (case-sensitive).
E. After confirming the modification, a success message will appear.

After setting a login alias, customers can still log in to online banking using their original primary account number.

25. Q: What should I do if I have any questions about the online banking service?
Answer: Customers can contact our relationship manager, send an email to service@de.icbc.com.cn, or call 0049-69-50604700 during office hours.

26. Q: How can I obtain the online banking registration application agreement or the online banking service change application form?
Answer: Customers can download the above materials from the Frankfurt Branch's official website (www.icbc.de).

27. Q: Is there a maximum limit on the number of accounts that can be added to online banking?
Answer: Currently, there is no limit on the number of accounts that can be added to online banking.

28. Q: What should I do if I forget the online banking user alias I set?
Answer: Customers can log in to the online banking service using their 10-digit primary account number and then find the previously set username under "Customer Service - Personalized Customization - Set Login Method".

29. Q: Why is there no prompt regarding intermediary bank fees when submitting a remittance through online banking?
Answer: Since the remittance path is selected later in the process, and different remittance paths have different fees, the specific fees cannot be displayed to customers on the online banking side. However, when processing the remittance on our backend system, we will choose the most favorable and fastest remittance path for the customer.

30. Q: Occasionally, some corporate online banking customers find that when making external transfers or remittances, there is no account option available in the "Transfer From Account" field, and the system displays an error message: "You have no eligible accounts." How can this be resolved?
Answer: This error may be caused by the following reasons: First, the customer's account may be frozen or terminated for various reasons; second, when the bank registered the corporate online banking, the currency was set incorrectly, or no combined authorization path was set. In such cases, please contact the bank for inspection and resolution.

31. Q: Why has the instruction status in the "Remittance Instruction Inquiry" been "Payment Successful, Bank Processing" for several days after my instruction was successfully submitted?
Answer: The instruction status information provided by our bank is for reference only. Generally speaking, "Payment Successful" indicates that the bank has received the remittance instruction and has debited the account. Our backend system usually processes the remittance instruction within one business day. In-system remittances are generally credited to the recipient's account within two business days. For remittances to other banks, the crediting time depends on the recipient bank's processing speed.

（）
【Close】