Forgot Internet Banking Password?

If you forget your Internet Banking password, please visit any of our branches. Or you can follow the below procedures to apply for a new Internet Banking password.

Online submission

1. Please download the "NCB e+" app from the mobile phone official software app store or NCB official website (https://www.ncb.com.hk). Apple users can download the ‘NCB e+’ app via the App Store, Android users can download the ‘NCB e+’ app via Google Play or NCB official website.

Operating system recommendation : iOS12.0 or above, Android 9.0 or above. Apple and its logo are trademarks of the Apple Inc registered in the United States and other countries. App Store is a service trademark of the Apple Inc. Android and Google Play are trademarks of Google Inc. Then register by your phone number in the Bank’s record(registered users can log in directly), and submit the application after filling in customer information.

2. Once the Bank receives your letter, the Bank will contact you by phone to verify your request. After verification, the pin mailer with a notification letter will be sent by post.
3. After verified the request to reset the password and received the notification letter , please go to the homepage of the NCB e+ APP and find the "Release Online Banking Password Application", fill in the application information, and submit the application (you can also contact the Bank's service hotline as indicated on the notification letter to accelerate the service activation).
4. Once the Bank receives your application and confirms that you have received the new password letter, they will activate the relevant service. you can log in to Internet Banking using the PIN printed on the PIN mailer and change your password immediately.

By email

1. Send us a written or email request and state the information in the letter (i) Customer name (ii) Customer Internet Banking no. registered with the Bank or your bank account no. (iii) State "Request for Internet Banking password reset". Then, send by email to its@ncb.com.hk.
   
   Email template for reference only:
   Subject: Request for Internet Banking password reset
   Customer name:
   Bank account no.:
    
2. Once the Bank receives your letter, the Bank will contact you by phone to verify your request. After verification, the pin mailer with a notification letter will be sent by post.
3. In order to enable the service, please contact us via the customer hotline according to the notification letter immediately.
4. After the Bank receives your call and confirm the service is enable, you can log in to Internet Banking using the PIN printed on the PIN mailer and change your password immediately.

By mailing

1. Send us a written request and state the information in the letter (i) Customer name (ii) Customer identification document no. registered with the Bank, Internet Banking no. or your bank account no. (iii) State "Request for Internet Banking password reset". Then, send the signed letter by mail to "Operation and Support Division, 4/F, Nan Dao Commercial Building, 359-361 Queen's Road Central, Sheung Wan, Hong Kong".
2. Once the Bank receives your letter, the Bank will contact you by phone to verify your request.
3. After verification, you will receive a PIN mailer. Please sign the reply slip of the PIN mailer and then mail it to "Operation and Support Division, 4/F, Nan Dao Commercial Building, 359-361 Queen's Road Central, Sheung Wan, Hong Kong".
4. After the Bank receives your reply slip, the Bank will contact you by phone and confirm you that the password reset application is completed. Then, you can log in to Internet Banking using the PIN printed on the PIN mailer and change your password immediately.

Release Password

If you input incorrect passwords for five consecutive times, your password will be suspended and you cannot login Internet Banking. You may release the suspended password by visiting any of our branches or via Phone Banking as follows.

1. Login Phone Banking
2. Press 5 "For cheque service, monthly statement, or change the setting on Internet Banking".
3. Press 6 "Release suspend Internet Banking".

Encounter other difficulties? Click here to view the FAQs.