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Online Banking Q&A

1. How to apply the internet banking service of ICBC Frankfurt?
Customer should have opened current account in ICBC Frankfurt with valid ID documents. For internet banking service registration, customer should also read and sign the ICBC Frankfurt internet banking service agreement and ICBC Frankfurt internet banking general conditions.

2. How should I do when receiving the logon password and TAN card of ICBC Frankfurt internet banking?
The bank will send out the registration notice letter together with the internet banking initial logon password and TAN card to customer by post. After the first successful logon with the initial password, the system will require customer to modify a more complicated password.

3. How can I do if the system reminds me the logon password is locked?
If the logon attempt try fails three times in a row at the same day, the internet banking service status will be temporarily frozen for 24 hours, then automatically be normal. If the logon attempt try fails over ten times in a row at the same day, the internet banking service status will be frozen permanently, and the customer should apply to issue the new logon password from ICBC Frankfurt.

4. How can I do if the logon password is forgotten?
If the password is forgotten, the customer should fill in the on-line banking amendment application form and send it to the bank for issuing the new logon password.

5. How can I modify my logon password?
After the first successful logon with the initial password, the system will require customer to modify a more complicated password. Customer can also modify the logon password anytime in the function of “customer service” of ICBC internet banking.

6. I have input the correct TAN card combined password correctly but still cannot logon or finish the transaction?
The Tan card combined password must be input in 90 seconds, otherwise it will be invalid, customer should return and make a new transaction, input the new TAN card combined password.
If the combined password is input wrongly five times in a row, the TAN card will be frozen temporarily for 24 hours; if the wrong input of TAN card has over ten times in a row, the TAN card will be permanently blocked, customer must apply the new TAN card from ICBC Frankfurt.

7. What is the time period that I can download the transaction history and banking statement?
The customer can search and download the transaction history for the last 24 hours, and also the banking statement for the last 12 months.

8. When the information “TAN Card daily challenge times up to limits “appears in TAN card input column, how can I do?
This is caused by the wrongly input TAN card password, private customer need to apply to clear the record and the TAN card status will be normal, while corporate customer need to apply to issue the new TAN card from ICBC Frankfurt.

9. How long our TAN card can be used? How can I do if the TAN card is lost?
The TAN card has no limitation of using years, but has the limitation of combined password generated times. If the combined password generated times has over 1000 times, the TAN card will be invalid and customer have to apply the new TAN card from ICBC Frankfurt.

10. How can I contact the bank if any question using ICBC Frankfurt internet banking service?
If any technical problem, customer can contact ICBC service mail box: service@de.icbc.com.cn, or dial the phone call: 0049-69-50604829 (German and Chinese), 0049-69-50604897 (English and Chinese).