Hong Leong Connect Digital Bank

1. What is Hong Leong Connect?

Hong Leong Connect brings you a host of digital banking services offered by Hong Leong Bank Vietnam (HLBVN) to our customers. At present, Hong Leong Connect is offered via two channels: HLB Connect Online Banking on personal computer terminals or any electronic device through the Internet browser and HLB Connect Mobile Banking on smart device platforms (HLB Connect Application).

2. What is Hong Leong Connect Mobile Banking?

Hong Leong Connect Mobile Banking or Digital Banking is HLB Connect App digital banking allows customers on-the-move to access their bank accounts and to perform online banking transactions via a dedicated application on their smart-mobile device.

3. Who is eligible for Hong Leong Connect Online and Mobile Banking?

All Hong Leong Bank customers with an active ATM/Debit Card or bank account are eligible to register for Hong Leong Connect Online and Mobile Banking.

4. How do I know if my smart phone supports Hong Leong Connect Mobile Banking App?

If you can find and download the application with the keyword "HLB Connect Vietnam" on iOS - AppStore & Android - Playstore, it means your mobile device is allowing installation of Hong Leong Connect App.

5. Where and how do I download Hong Leong Connect Mobile Banking App?

• Step 1: Find the location to download the application on your smart device (iOS & Android).
• Step 2: Enter the name "HLB Connect Vietnam".
• Step 3: Download and install the application. Once completed, you will see the HLB Connect app displayed on your home screen or in the Utilities Apps folder.

6. What is an OTP?

OTP as One Time Password is a 6-digit unique security code that is used for specific online banking transactions. The OTP is issued as your request and valid for 2 minutes upon issuance.

7. How do I apply for the OTP?

It is important that you must firstly register your mobile phone number at any Hong Leong Bank's Branch or via Hong Leong Call Centre at 1900 633 068. Subsequently, when you are performing specific transaction via Hong Leong Connect which is authenticated via OTP, system will automatically send a OTP to your registered mobile phone number. 

8. If I'm an existing user of Hong Leong Connect Online Banking, do I still need to register for Hong Leong Connect Mobile Banking App? 

No. You can login Mobile Banking application by using your current Username and Password of Online Banking.

9. How could I register my face Identification?

If you have not registered for “Face Identification" on the HLB Connect App, please log in to the HLB Connect App and click on the menu to view the “Face Identification” function. Please note that you will need to have a chip-based Citizen ID to complete the process. In case, you have previously registered for "Face Identification" and need to re-register, you need to contact the Bank's Call Centre at 1900 633 068 to reset “Face Identification”.

10. How could I check my "Face Identification" status?

Go to HLB Connect and click on the menu to see the “Face Identification” function. If you can Register your Face Identification, that means you have not registered yet. If you cannot Register, this means that you have already registered. If you need to re-register, please contact our Call Centre to allow registration again

11. Biometric is important and sensitive data, how do I know this data is secure at the Bank?

At Hong Leong Bank, the customer information security is always the Bank's top concern. We always comply and apply strict measures and standards in protecting customer information. Customers can refer to Article 17, Terms & Conditions of HLB Connect posted on the Bank's official website for details on the protection of personal data at the Bank and the security standards being adopted by the Bank.

12. Do I need to go to the bank to register for biometric identification to make online transfers?

Your biometric identification must match your biometric data stored in the chip-based ID issued by the police authority; or be authenticated by the customer's electronic identification account created by the electronic identification and authentication system. Therefore, if you are Vietnamese, issued with the chip-based ID and having a mobile device equipped with NFC technology, you do not need to go to the bank directly but can register for face identification through Hong Leong's digital banking application (HLB Connect App).

13. From July 1, 2024, in what cases must the bank transfers be authenticated by face or fingerprint?

From July 1, 2024, according to the regulations of the State Bank of Vietnam (SBV), customers are required to register biometric (face) identification on the Mobile Banking application for authentication when performing

(i) the first transaction on the mobile banking application,

(ii) logging in to the mobile banking application on a device that is different from the latest device on which the mobile banking app was used, or

(iii) transactions that exceeds the transaction limit as prescribed by SBV.

Specifically, the transactions that must be authenticated by biometrics according to SBV’s regulations are that transactions worth from 10 million VND/time or the total amount of transactions per day from 20 million VND or more must be authenticated by biometric identification. Transactions under 10 million VND/time or total transaction value in a day under 20 million VND will be authenticated via Smart/SMS OTP as usual, face authentication is not required.

14. If my biometric identification does not match the National Population Database, what should I do?

Citizens whose population data is incorrect or does not match can go to the competent Police authority to make corrections to their information in the National Population Database.

15. Is it mandatory to register for biometric identification? What problems will I encounter if I don't register? Is there a penalty or not?

Registering biometric identification on the Mobile Banking application is not mandatory, but it is a necessary condition when you perform online transactions according to Decision 2345 of the State Bank. Without registration, these online transactions cannot be authenticated and subsequently cannot be proceeded.

You can register for face identification on the HLB Connect App at any time.

16. What are the advantages of authentication through biometrics for online banking transactions?

Key benefits of biometric authentication for online banking:

• To protect against fraud: Such as account takeover fraud, new account opening fraud, synthetic identity fraud, etc.
• To support regulatory compliance: In response to the rise in fraud, money laundering and other criminal activities, many jurisdictions implement Know Your Customer (KYC) controls and Anti-Money Laundering - often associated with banks. Read more about how biometrics can help protect banks against money laundering HERE.
• To provide a convenient, secure alternative authentication method: In the past 24 hours, 32% of users had to request a password reminder. Forgotten passwords are a major problem causing significant administrative costs and lost business.

17. I am abroad, can I register for biometric identification?

In case you are Vietnamese, issued with Chip-based ID and using a mobile device with NFC technology, you can proactively register for your face identification on the HLB Connect App at any place. In case you are a foreigner or Vietnamese but register info with Bank by CMND, you need to update your information and register for face identification at the counters of Hong Leong Bank Vietnam directly.

18. If I do not use the HLB Connect App, can I use internet banking to transfer money? Is biometric authentication required? What are the steps?

Pursuant to Decision 2345/QD-NHNN of the State Bank, the following online transactions must be authenticated through biometric identification:

(i) first-time transaction using Mobile Banking application,

(ii) login Mobile Banking application on a device that is different from the latest device on which the mobile banking app was used, or

(iii) transactions with a value of from 10 million VND or a total value of transactions from 20 million VND/day.

Therefore, online transfer for the amount from 10 million VND or total daily transactions from 20 million VND must be made through the HLB Connect App to be able to authenticate the transaction through face identification. Please see details about face authentication requirements and steps to register for Face identification on HLB Connect App here (...).

19. When can I access the HLB Connect App to update my biometric information?

From July 1, 2024, customers can actively log in to the HLB Connect App. Please upgrade to the latest version to ensure you can see the Face Identification feature on the Menu and prepare the chip-based ID to perform registration. Note: your smart device must be equipped with NFC technology.

20. What should I do if my phone does not support NFC for scanning the Chip on the ID?

If your current device does not support NFC, you can find another device that does (alternative device), download the HLB Connect App and log in your username details, then completes the Face Identification registration. Please note that to ensure safety, after completing the Face Identification, you must completely log out of the HLB Connect App on the alternative device. HLB Connect login and biometric re-authentication on the initial device will be performed following the facial identification login and re-enrollment process (no NFC device required for re-registration).

Or you can also go to the nearest Hong Leong Bank branches and use the Bank's equipment to perform Face Identification. For more details, please visit your nearest Hong Leong Bank branch or contact the Bank's Call Centre 1900 633 068.