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I. FAQs about Online Banking Login
1. Prompted with "user session has timed out" or direct logout after entering password during login. 
① Client IP address is not fixed;
② LAN timeout setting is too short.
Solution: Contact your local area network administrator for assistance. 
2. Frequently prompted for password when using online banking.
① Client IP address is not fixed;
② Client is infected with a virus;
③ Browser security level is set too high (or too low).
① Clear browser cookies and temporary files, set IE security grade as Moderate, and set the relevant item of Active X as "Enable";
② To access the online banking, use a fixed public IP address;
③ Upgrade the virus library of anti-virus software and scan for virus;
④  Computers accessing the internet through a router should set the router's MTU value between 1460 and 1490;
⑤ Set up a new Windows system user, log in with the new user and reinstall the driver and Active X.
3.Upon logging in each time, it prompts: "this page contains not only secured content, but also unsecured content; Please confirm if display the unsecured content?" How to handle this?
Solution: Open browser, click "Tool - INTERNET Option - Security - Custom Level" and change "Display mixed content" as "Enable".
4.Error message "Ox7C34178f" refers to the memory "Ox044fda04", which cannot be written. What to do?
Reasons: Browser or WINDOWS operating system issue.
Solution: Please contact the computer administrator for assistance.
5.Question: Why can't I enter the online banking login homepage or input the password field?
Answer: if a customer has never accessed the website of ICBC, it will display, upon logging in the home page, such wording as: "this website may require the following Active X item: 'ICBC Security Active X" from 'Industrial and Commercial Bank of
China" (please select to install)", click here to install" .
6.Installation steps: (1) point the mouse to [System Setup Guide] in the important instruction on the login frame and press; (2) select "Install Active X" to install the e-certificate issued by Industrial and Commercial Bank of China, before you can log in ICBC online banking through an encrypted channel.

II.FAQs about Online Banking Transaction
1.After clicking "Confirm" for submitting instruction, it fails to pop up the password input box and at the left lower corner of IE, it prompts "webpage error". How to solve this problem?
Reasons: installation of sign-in Active X fails
①Temporarily close the third-party surfing reject tool (such as 3721 Surfing Assistant).
②Using the optimization guide of the online banking assistant, optimize and update the sign-inc Active X.
2. When making a transfer, there is a red cross in the verification code box, and I cannot enter the verification code..
Reasons: installation of security Active X is not completed
Solution: Install the security Active X.
3.After entering the password for online banking remittance, the webpage fails to respond for a long time. How to solve this problem?
Reasons: The customer's network MTU value does not match the actual value.
Solution: contact the network administrator for assistance.
4.After entering the correct verification code for online banking, it prompts "Illegal Verification Code"
Reasons: due to the third-party software (such as anti-virus software or virus).
Solution: refer to the troubleshooting of the third-party software
5.Upon making payment via online banking, it repeatedly prompts to install Active X, which cannot be installed in any way. How to solve this problem?
Answer: After using the online banking for the first time or the online banking Active X is upgraded, the system will prompt for installing one or several Active X; if the system prompts repeatedly for installing one Active X, it indicates a failure in installing Active X and it is necessary to download, from the home page, and install "Security Active X Program".
6. Customers unable to open the E-token electronic password device.
Problem cause: E-token electronic password device is damaged or out of battery.
Solution: Please go to the bank branch to replace the E-token electronic password device.
7.When making payment via online banking, payees cannot be selected.
Reasons: due to the reason of network or IE, the online banking system fails to download the complete information of payees.
①Clear the webpage temporary files;
②Open the Temp File and set up the option of "check each time accessing this page" therein;
③Upon logging in the online banking system, do not operate in a hurry and please wait for the webpage to download completely before making any remittance.
8. After logging in and checking through online banking, there is no response after submitting the payment instruction.
Answer: you may have logged in the online banking system via LAN and MTU value of the router is incorrect or the network has any problem. Please contact your network administrator for assistance.
9.Why does the authorizer fail to check the instruction after the operator succeeds in submitting the instruction?
1) Instruction exceeds the maximum limit of the said authorizer;
2) The authorizer and the submitter enter different functional modules;
①The authorizer should check the maximum limit of the authorization certificate in the customer service section, and fill out a form to increase the relevant limit of the authorization certificate. Then, authorized personnel with the relevant permissions should approve it.
②Guide the authorizer to the functional module where the operator submitted the instruction to authorize it.
10.Upon submission of a payment instruction, the system displays a state of "wait for the bank to process". Generally, how long will it take the bank to process?
Answer: it will generally take one working day for processing ordinary instructions.
11.While remitting, after entering the verification code, I click Confirm, but the system displays "Thanks for using the online banking" and the transaction is rejected.
①IP address is not fixed;
②LAN overtime is set too short.
Solution: contact your network administrator for assistance.
12.If the client has an ICBC account in China, can he check the relevant account data in China after applying successfully for the online banking at ICBC Brussels Branch?
Answer: temporarily, the function of checking other ICBC accounts than ICBC Brussels Branch is not available.
13.Is there any upper limit for increasing the number of accounts for online banking?
Answer: so far, there is no limit for increasing the number of accounts on online banking.
24.Can accounts be added or deleted on online banking?
Answer: to add or delete any account, the online banking client must approach the counter for processing.

III.FAQs about Online Banking Security Control
1.What security measures have been taken for online banking?
Answer: during the course of designing, developing and operating the online banking system, ICBC has always considered security in the first place. In this regard, we have taken the following measures:
①.In terms of data network transmission, high-strength SSL encryption means for secure communication are taken to protect the user information against any external steal and revision.
②.In terms of ID authentication, 1024-bit asymmetric cipher with highest security in the world is used to set up a public key security system, which can effectively authenticate user ID, confirm ID of authorized users and check the digital signature of users. 
③.In terms of the network framework of the whole system, multi-layer firewall and one security proxy are set up to prevent any unauthorized person from invasion and protect the security of the whole system.
④.In term of transaction processing, e-payment instruction include one payment password, which needs to be accepted of pledge as correct before payment can be made. Additionally, a perfect and strict internal control system has been established. After all, ICBC adopts the transaction and technical double security mechanism to enhance the security of online banking.
2.How to recover the login password of online banking certificate if it is forgotten? Answer: approach the counter for password resetting by presenting valid documents.
3.How to login the online banking service of ICBC Brussels Branch?
Answer: Customers can visit the website of the Industrial and Commercial Bank of China Brussels Branch:, then select "Online Banking" on the left side of the page to access the online banking interface.
4.To login the online banking, what should a new customer pay attention to for initial revision of the login password? 
Answer: key instructions for changing the password upon initial logon of online banking:
A. Original password: 6-digit
B. New password: 6~30-digit combination of letters and numbers (with distinction between capital and lowercase English letters)
C. ID card number: enter English letters and numbers only, excluding (), / and other signs, e.g.: A123456
5.How many times are allowed for error entry of login password? What to do if it is the case?
Answer: if an online banking customer enters an error password 6 times upon logging on, the online banking will be temporarily locked up. It will be unlocked the following day. After cumulative error entry reaches 10 times, online banking is locked and the customer needs to approach in person the service outlet for resetting the password before the online banking service can be used again.
6.What should a customer do if they lose the E-token electronic password device?
Answer:  If an online banking customer loses the E-token electronic password device, they should visit the bank branch for loss reporting and a replacement.
11.Can the E-token electronic password device be mailed to a new customer?
Answer: customers must collect the E-token electronic password device personally from the counter at a service outlet.

IV.FAQS for Types of Online Banking Services
1.Is there any limit for the number of certificates a customer can apply?
Answer: no limit
2.What is e-receipt?
Answer: E-receipt means one certain receipt printed online by the corporate customer to inquiry about the same day and historical transaction details. This receipt is not the delivery evidence of the beneficiary.
3.If the account has an insufficient account balance  when submitting  instruction via online banking, will the instruction be automatically cancelled ? Will the payment be automatically submitted the next day when there are sufficient funds in the account?
Answer: The system will directly reject such instruction and will not automatically make the payment when the account has an sufficient balance again.
4.What is the difference between basic authorization and combined authorization of online banking certificate?
Answer: If you want to authorize a transaction  in one single authorization, select "Level-1 Authorization" and fill in the limit for "Basic Authorization"; If you want to authorize in two stages, apply for two certificates, select "Level-1 Authorization" for the certificate of primary authorization and fill in the limit of "Combined Authorization", select "Level-2 Authorization" for the certificate of secondary authorization and fill in the limit of "Combined Authorization". The combined authorization limit of the two certificates must be both greater than the instruction amount before authorization may be accepted. One certificate can have two authorization modes simultaneously and different limits.
5.Will the online banking be simultaneously changed when an enterprise changes the user"s name?
Answer: it will not be changed simultaneously.
6.When I query the account history details through online banking, is there a summary display of the debit/credit amounts and number of transactions?
Answer: Online banking provides a summary display of debit/credit amounts and number of transactions.
7.Upon operating the payment transaction via online banking, if the primary authorizer fails to authorize the account transfer instruction, will the secondary authorizer be able to see such instruction?
 Answer: the secondary authorizer can see the instruction information through the instruction inquiry function, but cannot authorize before the primary authorizer completes the authorization.
8.After remitting within the system of ICBC through online banking, can I check if the opposite party has received it?
Answer: You can contact our branch for inquiry.
10.Upon submitting a payment instruction using a certificate with a basic authority of "0" limit, can this instruction be inquired via online banking?
Answer: you can check the instruction via the instruction inquiry function of online banking.
11.What is SWIFT CODE of ICBC Brussels Branch?
Answer: SWIFT CODE of ICBC Brussels Branch is ICBKBEBB;
12.Who can apply for online banking?
Answer: the applicant must be a customer of ICBC Brussels Branch and have a current account at the branch.

V. For other questions please contact our bank.