General

Q1. What is Connect Online?

A1. Connect Online is the Online Banking of Hong Leong Connect, a brand that brings you a host of digital banking services offered
by HLB. At the moment, Hong Leong Connect offers Online Banking, Mobile Banking on four (4) smart phone platforms – iOS,
Android, Windows and BlackBerry, and Tablet Banking on iOS.

Connect Online is accessible 24 hours a day. However, there will be a short 15 minutes maintenance gap between 11.55pm -
12.10am where users will only be able to view account balance and make funds transfer to own or other Hong Leong accounts.

Note: MACH feature & eProducts (under Apply module) are only available between 6am – 11.55pm.

Q2. Who is eligible to register for Connect Online?

A2. Connect Online is open to all Hong Leong Bank Berhad (HLBB) and Hong Leong Islamic Bank (HLISB) retail banking
customers with an active account.

Q3. What are the new enhancements of Connect Online?

A3. The new Connect Online offers a simpler and easier banking experience from registration/reset to navigation shortcuts and
customization of your account settings online.

Q4. What are the minimum system requirements for using Connect Online?
A4. We suggest the followings as the minimum system requirements:

 Pentium PC (233 MHZ or better) 

 Windows XP or better 
 Microsoft Internet Explorer 8.0. However, we highly recommend Internet Explorer 9.0 or above for an optimized user
experience 
 Google Chrome version 14 or above 
 Mozilla Firefox version 4 or above 
 Safari version 4 or above 
 Opera version 10 or above 
 Internet browser on native mobile phone and tablet 

Q5. What will happen if I am using outdated internet browsers not specified above to access Connect Online?
A5. Outdated internet browsers are less stable, and much more vulnerable to viruses, malware, and other security issues. In addition,
the outdated internet browser’s display capability are very limited, Connect Online will neither look nor function in the same way in an
outdated compared to an updated browsers. Hence, we highly recommend you to use the internet browsers specified above to access
Connect Online in order to have an optimized user experience.

Q6. Can I access Connect Online from abroad?

A6. Yes, Connect Online can be accessed from anywhere in the world via Internet. All you need is a computer terminal or personal
electronic device with Internet connection and Internet browser.

Q7. Is there any fee incurred when using Connect Online?

A7. There is no charge for using Connect Online. However, other banking service charges are applicable for transactions such as
Interbank GIRO (IBG), Instant Transfer, Bill Payment, Stop Cheque and Statement Request.

Q8. What kind of security protection does the Bank provide to its customers who use Connect Online?
A8. HLB has incorporated the following security features:

 Up to 256-bit encryption with 128-bit minimum enabled by SSL certificate to secure online transactions. 
 8-16 characters of alphabets and numbers Password for all Connect customers. 
 ATM PIN / Credit Card ATM PIN / Temporary ID for registration or reset with Connect. TAC will be used as an additional
method to identify that it is you who is authorizing the session / transaction in Connect Online. TAC will be auto-triggered to
your registered mobile number to authenticate certain online transactions, several settings, registration and reset. 
 Security Picture to confirm that you are accessing the genuine Connect Online. 
 Connect Online will automatically log off if there is no activity performed after a while. 
 Your Connect will be deactivated (dormant) if you do not login for 12 month

Updated 6 July 2020

Registration and Reset

Q9. How do I register Connect Online?

A9. Before registration, please ensure:

1) You have registered or updated your current mobile number for TAC at any of our branches.
2) You will also need these items when registering with:

ATM / Debit Card:

- ATM / Debit Card Number

- ATM PIN
- TAC (Transaction Authorisation Code)

Credit Card:

- Credit Card Number

- Credit Card PIN
- TAC (Transaction Authorisation Code)

Fixed Deposit or Loan Account:

- Account Number
- Temporary ID*
- TAC (Transaction Authorisation Code)

*Please visit any of our branches to request for a Temporary ID.

3) Once you have the items above, visit Connect website at www.hongleongconnect.my. Click on “Register here" to register:

Note: Upon login for the first time, you will be prompted with “First Time Login Settings” to customize your own account(s) for
Online Viewing and/or Online Transfer

Updated 6 July 2020

Q10. How do I login to Connect Online?
A10. Please follow the below steps:

1) At www.hongleongconnect.my, input your Username and click on the ‘Next’ button.

2) The Password input screen will be displayed. Check on the checkbox to acknowledge the security picture
and input your Password.
3) Click on the ‘Login’ button to proceed for login.

Q11. What is ATM PIN?

A11. It is a 6-digit number chosen by you for an ATM / Debit Card issued to you under your Current / Saving account. If
you do not have an ATM PIN, please visit any of our branches for assistance.

Q12. What is Credit Card ATM PIN?

A12. It is a 6-digit number Credit Card ATM PIN. Once you receive your PIN mailer/ via SMS, you are required to change the
PIN number at any Hong Leong Bank ATM before you can proceed with registration.

Q13. What is Temporary ID?

A13. It is a 10-character ID of alphabets and numbers issued to you upon your request. If you do not have a Temporary
ID, please visit any of our branches for assistance. For overseas customers only, please call our Customer Service at
+603-7626 8899.

Q14. Is there a validity period for the Temporary ID issued to me?

A14. Yes, the validity period is 3 days.

Q15. How long will it take for me to receive the email confirmation for my Temporary ID if I am residing overseas?
A15. It will take 3 working days to process the Temporary ID.

Q16. What is TAC and what is the use of TAC?

A16. TAC means "Transaction Authorization Code". It is a 6-digit unique security code used for:

 Registration and Reset Connect 

 Online account settings and maintenance 
 Specific online banking transactions 

Q17. How to register or update my mobile number for TAC?

A17. You may register or update by visiting any of our branches.

Note: For overseas customers only, please call our Customer Service at +603-7626 8899

Updated 6 July 2020

Q18. I forgot my Username / Password, what should I do?
A18. You may reset your Connect.

1) Prepare the same items needed as per registration, refer to Q9

2) Visit Connect website at www.hongleongconnect.my
3) Select “Forgot Username/Password” on Secured Login screen to reset:

Q19. I can’t login to my Connect? What should I do?

A19. There are 2 possibilities:

1. You’ve not logged in for 12 months and became dormant

2. You entered wrong password, username or both

Q20. Can I change my username?

A20. Yes, you may change your username by resetting your Connect. Important:You have to change your
password as well. Please refer to Q18 for the reset process.

Q21. What can be done if I suspect unauthorized access to my Connect?

A21. There are 2 options:

1) You are advised to call our Customer Service as soon as possible to suspend your account at +603-7626 8899.
2) You may also login to Connect Online to change your Password. – Select “Settings’ > “Change Password”.

Overview

Q22. What is the quickest and easiest way to navigate and access to the common functions in Connect Online?
A22. Please find the “Quick Link” section at the bottom of each page after login. You can easily navigate and access to
functions that you wish to perform on Connect Online using this section.

Q23. I am a registered Connect user and own a Hong Leong supplementary credit card, why I am unable
to view my supplementary credit card details via Connect Online?

Updated 6 July 2020

A23. Principle and supplementary credit card details can only be viewed if you are the Hong Leong principle
credit cardholder.

Pay & Transact

Own Account Transfer / Other Account Transfer / Bill Payment / Reload Services

Q24. What is the usage of the ‘Recurring Transfer’ in Connect Online?

A24. The ‘Recurring Transfer’ is for customers who set Standing Instruction to repeat the same set transaction on a
Weekly, Bi-Weekly, Monthly, Quarterly, Half-Yearly, or Yearly basis.

Q25. What is the usage of the ‘Manage Standing Instruction (SI)’ in Connect Online?
A25. ‘Manage Standing Instruction (SI) is for customers who wish to perform ‘Copy’, ‘Skip’ or ‘Cancel’ for the
‘Recurring Transfer’ that they have set up.

‘Copy’–to duplicate the transaction details of the respective SI

‘Skip’–to skip the ‘Next Process Date’ of the respective SI

‘Cancel’–to cancel the remaining schedule of the respective SI

Q26. I just received a notification stating that my transaction is “Under Review”, what does this mean?
A26. When we detect a suspicious, out of the ordinary or possibly fraudulent transaction, it will be put under review
pending further verification. It is an added security feature implemented to protect all transactions performed via
Connect Online Banking.

Q27. How does it work and how will my transactions be affected?

A27. You will not notice any differences in how you transact on Connect Online Banking, however, we may ask for
further verification when certain transactions are deemed suspicious.

Q28. What constitutes a suspicious transaction?

A28. Based on your past transaction history and patterns, we will keep an eye out for any future transactions that seem
unusual or out of the ordinary.

Q29. What happens if a transaction I make is deemed suspicious?

A29. Transactions that are deemed suspicious will be put on hold pending further verification. You will receive a
notification that your transaction is “Under Review”.

Q30. How long will my transfer be “Under Review”?

A30. It doesn’t take long, the Bank will call you for verification and should be completed within one (1) hour. However, if
you are unreachable your transaction will be rejected and you will be notified via SMS.

Q31. How will I know if my transaction has either gone through or failed?
A31. We will send you a notification via SMS or Connect Online Banking to inform you of the status of your transaction.

Q32. What are the differences between 3rd Party HLB, IBG, Instant Transfer and DuitNow?
A32. Kindly refer to the table below:

Items Fund Transfer Services

3rd Party HLB InterBank GIRO (IBG) Instant Transfer DuitNow

Transfer Schedule Immediate Refer to the table below Immediate

(Subject to system availability of the beneficiary bank)

Receiving banks HLB/HLISB All participating banks

Receiving Bank Current / Savings, Credit Card, Loan / Financing accounts Current/ Savings
Account Type Account

Subject to the daily total Subjected to the daily total (IBG, Instant Transfer &
Transfer Limit online transaction limit: DuitNow) online transaction limit:

Maximum of RM50,000 RM50,000 per day (combined)

per day.

Updated 6 July 2020

 Transfer Fee (Not Applicable) RM0.00 per RM0.00 per transfer*
transfer* (*effective 1 July 2018)
(effective 1 July
2018)

Eligibility Connect users with Current and Savings account

IBG FUNDS TRANSFER

Payment Initiated by Customers *Funds Received by Beneficiaries *Refund for Unsuccessful

Transactions
(Business Days) Before 5:00am Same Business By 11:00am By 5:00pm
Day
5:01am to By 2:00pm By 8:20pm
8:00am
8:01 to 11:00pm By 5:00pm By 11:00pm

11:01am to By 8:20pm By 11:00am (Next Business

2:00pm Day)
2:011pm to By 11:00pm
5:00pm
After 5:00pm Next Business By 11:00am By 5:00pm
Day
Saturday, Sunday and Federal Next Business By 11:00am By 5:00pm
Territory Public Holidays (Non- Day
Business Days)
*Under normal circumstances

Beneficiaries will receive future-dated transfers by 11:00am on the selected date, or its next business day when
the date falls on a weekend/Federal Territory public holiday.

Q33. Can I perform fund transfer if I am residing oversea? Will I be able to obtain the Transaction
Authorization Code (TAC) via my oversea mobile phone?
A33. Yes, you will be able to receive the TAC provided that you have registered your overseas mobile number
with us.

Q34. Is TAC required for fund transfer via Connect Online?

A34.1 System will prompt customer to input TAC when customer performs the first fund transfer / reload /
payment for a Favourite Account / Bill / Reload (registered beneficiary account) via any of the below
functions.

a. Transfer to third party HLB account (intrabank transfer)

b. Interbak GIRO (PayNet IBG)
c. Instant Transfer (eIBFT)
d. Telegraphic Transfer
e. Bill Payment (including JomPAY)
f. Prepaid Reload

A34.2. TAC is not required for subsequent fund transfer to a Favourite Account, except for Prepaid
Reload transaction. TAC is required for every reload, including reload to Favourite Reload.

A34.3. If TAC validation failed during the first fund transfer to a Favourite Account, subsequent fund
transfer initiated by customer will still be prompted for TAC validation. However, if TAC validation is
successful for the first fund transfer but, transaction is rejected (e.g. due to dormant account, transaction
timeout), subsequent transfer will no longer be prompted for TAC validation.

A34.4. Customers will be prompted to input TAC when performing non-Favourite transfers each time a
combined total amount of RM250 and above is reached, after which the combined total amount will be
rest to zero. TAC will only be required the next time a customer reaches the RM250 limit. The combined
amount is reached via the following transfer types:

a. Third Party HLB

b. Interbank Giro (IBG)
c. Instant Transfer

Updated 6 July 2020

 d. DuitNow
e. Bill Payments

Q35. Will recipients know the identity of the person(s) who transfer funds to them?
A35. Yes, your name as per your Identity Card / Passport will appear on the recipient's statement.

Q36. What kind of reload services are available via Connect Online?
A36. The major categories of reload services available for Connect Online are Prepaid Mobile, Internet
Access, Game Credit/Point and IDD & STD.

Q37. Is there any additional charge incurred to use Reload Services?

A37. No.

Q38. What happens if I do not see my reload PIN?

A38. There are 2 circumstances:

1) PIN-based reloads - Select "Pay & Transact" – “View History”. Click the reference number for the re
can retrieve your reload PIN in this page.
2) Auto reloads - This reload method does not need a PIN. You are advised to check if the mobile
number is reloaded. If the respective mobile number is not reloaded, you may call our Customer
Service at +603-7626 8899.

Q39. I have made a purchase for a wrong reload product. Can I cancel the transaction?
A39. No, if you have purchased for the wrong reload product and confirmed the purchase when
prompted, the transaction cannot be cancelled.

Q40. Can I reload a 3rd party Junior Debit Card?

A40. No, currently Connect Online only allows reload to own Junior Debit Card.

Online Transactions

Q41. Can I view my loan account transaction history via Connect Online?
A41. No, however you are able to view your loan summary details which are made available.

Q42. How many months of online transaction history performed via Connect Online can I view?
A42. You may view up to 120 days of online transaction history.

Q43. Can I download my online transactions history for my record purposes? How should I do it?
A43. Yes, you are able to download your online transactions into Excel format. Go to “Pay & Transact” >“Online
Transactions” >“View History” >“Download CSV”

Updated 6 July 2020

Statement / Invoices

Q44. Can I request e-statement via Connect Online?

A44. Yes, you can download the e-statements upon login to Connect Online. Go to “Statement/Invoice” > “Online
Statement”

Q45. Can I request my statement to be sent through email?

A45. Yes, you may register or update your email address upon login to Connect Online. Go to “Statement /
Invoice” > “Settings” > “Email Statement Subscription”.

Other Services
Debit/ATM Card

Q46. What is the use of ‘Create / Change PIN’ function ‘Debit / ATM Card’ in Connect Online?
A46. This function allows you to create a 6-digit PIN for your new Debit / ATM Card OR change the existing PIN
to a new PIN. Go to ‘Other Services’ > Click on ‘Create / Change PIN’ under ‘Debit / ATM Card’.

Q47. What is the use of ‘Reset Forgotten PIN’ function under ‘Debit / ATM Card’ in Connect Online?
A47. This function allows you to reset or uplift blocked Credit Card/ Debit Card 6-digit PIN via Connect online. Go
to ‘Other Services’ > Click on ‘Reset Forgotten PIN’ under ‘Debit / ATM Card’

Q48. What is the use of ‘Change ATM Withdrawal / Transfer Limit’ function in Connect Online?
A48: This function allows you to set or change your ATM Withdrawal limit as well as your ATM transfer limit. Go
to ‘Other Services’ > Click on ‘Change ATM Withdrawal / Transfer Limit’ under ‘Debit / ATM Card’

Q49. What is the use of ‘Change Retail / Online Purchase Limit’ in Connect Online?
A49. Retail Transaction Limit is the amount you allow for debiting from your HLB Current / Savings account
when using your Debit Card for retail purchases at merchant outlets and purchases made on the Internet.
Go to ‘Other Services’ > Click on ‘Change Retail / Online Purchase Limit’ under ‘Debit / ATM Card’

Q50.What is the use of ‘Change Overseas Withdrawal and Debit Card Settings’ function on
Connect Online?
A50. This function allows you to subscribe to other services offered by your ATM / Debit Card as below:

a) Mail / Telephone Order (MOTO) and Auto Debit;

b) Overseas ATM Withdrawal**;
c) Overseas Retail Purchase**; and
d) Non-3D Internet Purchase.

Go to ‘Other Services’ > Click on ‘Change Overseas Withdrawal and Debit Card Settings’ under ‘Debit/ATM Card’

**For added security, we encourage you to de-active from this function(s) when you return home from overseas.

Q51. Report Lost/ Stolen Card & Fraud

A51. This function allows you to report Lost/ Stolen debit card or if you suspect fraudulent activities on your debit
card via Connect Online. Go to ‘Other Services’ > Click on ‘Report Lost/ Stolen Card & Fraud under ‘Debit/ ATM
Card’.

Credit Card Services

Updated 6 July 2020

Q52. What is the use of ‘Create/ Change PIN’ function under Credit Card on Connect Online?
A52. This function allows you to create a 6-digit PIN for your new Credit Card OR change the existing PIN to a
new PIN. Go to ‘Other Services’ > Click on ‘Create / Change PIN’ under ‘Credit Card’.

Q53. What is the use of ‘Reset Forgotten PIN’ function under Credit Card in Connect Online?
A53.This function allows you to reset or uplift blocked Credit Card 6-digit PIN via Connect online. Go to ‘Other
Services’ > Click on ‘Reset Forgotten PIN’ under ‘Credit Card’.

Q54. What is the use of ‘Activate Card’ function under Credit Card in ‘Other Services’?
A54. This function allows you to activate your new credit card on Connect Online. Just log in to your Connect
account and click on ‘Other Services’ and click on ‘Activate Card’ under ‘Credit Card’.

Q55. What is the use of ‘Request Card Replacement’ under ‘Other Services’?
A55. This function allows you to request for card replacement via Connect Online. Just log in to your Connect
account and click on ‘Other Services’ and click on ‘Request for Card Replacement’ under ‘Credit Card’.

Q56. What is the use of ‘Report Lost/ Stolen Card & Fraud’ under ‘Other Services’?
A56. This function allows you to report your lost/ stolen credit card or if you suspect fraudulent activities on your
credit card via Connect Online. Just log in to your Connect account and click on ‘Other Services’ and click on
‘Report Lost/ Stolen Card & Fraud’ under ‘Credit Card’.

Q57. What is the use of ‘Notify Overseas Travel’ under ‘Other Services’?
A57. This function allows you to notify the bank of your impending overseas travel and card usage plan. Just log
in to your Connect account and click on ‘Other Services’ and click on ‘Notify Overseas Travel’ under ‘Credit Card’

Q58. What is the use of ‘Inquire / Redeem Rewards Points’ under ‘Other Services’?
A58. This function allows you to check your credit card rewards points and redeem a reward using your credit
cards rewards points via Connect Online. Just log in to your Connect account and click on ‘Other Services’ and
click on ‘Inquire / Redeem Rewards Points’ under ‘Credit Card’

Q59. What is the use of ‘Redeem Fortune Credit Card Rewards’ under ‘Other Services’?
A59. This function allows you to check your Fortune credit card rewards points and redeem a rewards using that
points via Connect Online. Just log in to your Connect account and click on ‘Other Services’ and click on
‘Redeem Fortune Credit Card Rewards’ under Credit Card.

Q60. What is the use of ‘Request Increase in Credit Limit’ under ‘Other Services’?
A60. This function allows you to request for a temporary or permanent increase in your credit limit. Just log into
Connect Online, click on ‘Other Services’ and click on ‘Request Increase in Credit Limit’ under Credit Card.

Q61. Where do I see my past activities for ‘Other Services’ in Connect?

A61. You can click on the ‘View Service Request History’ box at the bottom right of ‘Other Services’ overlay. Your
past activities related to ‘Activate Card’, ‘Notify Overseas Travel’, ‘Request Card Replacement’, ‘Report Lost/
Stolen Card & Fraud’ & ‘Request Increase of Credit Limit’ will be displayed here.

Virtual Credit Card

Q62. What is Virtual Card/ what is ‘Online Purchase Activation’ feature that I see on Connect?
A62: Virtual Card / Online Purchase Activation is a new Connect feature that enables Connect users to use their
credit card for online purchase immediately after their application is approved and while waiting for their physical
card to arrive.

Q63. Can I use virtual card for purchase in physical store?

A63: No, you can only use virtual card to make online purchases. Purchases at physical store will require you to
swipe or tap your physical card to make payment.

Q64. How long is the virtual card valid for?

A64: It is valid as long as the card is active. You can still find it in your Connect Online Banking even after you’ve
received the physical card.

Q65. Will the virtual card still be there in Connect Online Banking after I received the physical card?
A65: Yes. It will be there as long as the card is active.

Q66. Will the details (card’s number, expiry date and CVV) in the virtual card be the same as the physical
card that I will receive?
A66: Yes, the details in the virtual card and physical card are the same.

Q67. Can I activate the card few days after the application?

Updated 6 July 2020

A67: Yes, you can. Just click on the card list at Account Overview page after you log in to Connect Online and
then click on the Online Purchase Activation button below the card image.

Q68. What card is eligible for Online Purchase Activation?

A68: All HLB credit cards are eligible for Online Purchase Activation.

Q69. Can I deactivate my credit card for online purchase after I’ve activated it?
A69: No, you can’t deactivate this.

Q70. After I’ve activated my credit card for online purchase, do I still have to activate my physical card
when I get it?
A70: Yes, you will still need to activate the physical card via Connect Online Banking once you’ve received it.
This physical card can be used for both online and physical store purchases.

Q71. Can I activate my credit card for online purchase without using Connect?
A71: No, you can’t. This is a feature made available for the benefit of Connect users and therefore can only be
activated via Hong Leong Connect Online.

Q72. How many credit card can I activate for online purchase?
A72: There’s no limit to how many card you can activate for online purchase. As long as the card is approved,
you can activate it for online purchase.

Q73. Why can’t I activate my AirAsia card for Online Purchase immediately after I added my card in
Connect?
A73: Activation of AirAsia credit card is only possible 2-3 days after your card is approved to ensure that your
card and BIG ID are fully synched up and that you will be able to fully enjoy the benefits of your AirAsia credit
card from the first day you start using it

Q74. Can I activate my supplementary credit card for Online Purchase Activation?
A74: No. Online Purchase Activation is only available for principal cards.

Q75. Is there a limit to how much I can spend on my virtual card after I’ve done the Online Purchase
Activation?
A75: It follows your credit card’s credit limit on how much you can spend with your virtual card. For example if
your approved credit limit is RM100,000.00 then you can spend up to RM100,000 with your virtual card.

Q76. Can I use my Virtual Card to make my bill payments online?

A76: No, Virtual Card can only be used on e-commerce site.

Cheque

Q77. What is the use of ‘Cheque Status Inquiry’ function under ‘Other Services?
A77. This function allows you to check if the cheque you issued has been cashed out. Just log in to your account,
go to ‘Other Services’ and click on ‘Cheque Status Inquiry’ under other Services

Q78. What is the use of ‘Cheque Book Request’ function under ‘Other Services’?
A78. This function allows you to request for cheque book via Connect Online. Just log in to your Connect Online
and go to ‘Other Services’ and click on ‘Cheque Book Request’ under ‘Cheque’

Q79. What is the use of ‘Stop Cheque \ Request’ function under ‘Other Services’?
A79. This function allows you to stop cashing out of cheque that has been issued from your cheque book. Go to
‘Other Services’, click on ‘Stop Cheque Request’ under ‘Cheque’

Direct Debit Instruction / Mandate

Q80. What is Direct Debit Instruction / Mandate?

A80. Direct Debit Instruction / Mandate displays the lists and statuses of Direct Debit Mandate instruction you have
given the Bank to collect / debit the amount as billed by the biller directly from your account.

Q81. What does the status mean: Successful, Rejected, Terminated or Expired?
A81. Only successful processed Direct Debit Mandate is reflected/ displays here. Please contact the biller/ merchant
if you do not see a Direct Debit instruction you have made.

Q82. What should I do if my Direct Debit Mandate status is incorrect?

A82. Contact our Customer Service at +603-7626 8899 and we will investigate the issue for you.

Q83. Where do I apply for Direct Debit Mandate?

Updated 6 July 2020

A83. You may apply for Direct Debit Mandate from the biller/merchant that you wish to make Direct Debit payment
to.

Q84. Where do I terminate my Direct Debit Mandate?

A84. You may terminate the Direct Debit Mandate from the biller / merchant that you have been making Direct Debit
payment to.

Settings

Q85. What is online transaction limit? How to change it?

A85. Online transaction limit is the amount you allow for debiting directly from your HLB Current / Savings account
for transactions made via Connect and transactions made via merchant's website. Basically, it is a limit for all
transactions that require you to log in to Connect. This includes 3rd Party HLB Transfer, Instant Transfer, IBG,
Online Bill / Retail Transaction, Prepaid Reload, HLeBroking Transfer, Junior Debit Card Reload and Pay Mobile.

Note: To change the limit, select “Settings” > “Change Online Transaction Limit”. A TAC is required to complete
this request.

Q86. What is the use of “Customize My Accounts” function in Connect Online?

A86. This is about customizing each of your HLB accounts for either:

1) to be enabled for viewing and transacting online

2) to be enabled for viewing online ONLY
3) to be disabled for viewing and transacting online

Q87. Can I change my mailing address for my loan account (Personal Loan / Mortgage Loan) via
Connect Online? How can it be done?
A87. No, you are required to fill up the Service Request Form in any of our branches to proceed with such
request.

Q88. Can I update my contact details via Connect?

A88. Yes, you can update your contact details with the bank on Connect Online. Just log in to your Connect
account and click on ‘Settings’ and select the product that you want to update your contact details. Enter the 6-
Digit TAC sent to your mobile phone and click ‘Next’ to proceed. Follow the step by step instruction to update
your details.

Q89. If I want to disable my account in Connect Online from performing transaction, but still want to view
it online. What should I do?
A89. Go to “Other Services” in Connect Online, click “Customize My Accounts”, tick “Allow For Online Viewing”
and unselect “For Pay & Transact”.

Q90. I have been prompted to customize my accounts when I first login to Connect Online, what is the
setting for?
A90. The setting is for you to customize your own account(s) for Online Viewing and/or Online Transfer,
you may refer to Q86 for more information.

Apply for Online Products (e-Products)

Note: Any of the e-Products cannot be performed between 12-6am.

Online Wasiat / Will (e-Wasiat/e-Will provided by Amanah Raya Berhad)

Q91. What are the services provided when I signed up for e-Will or e-Wasiat via Hong Leong Connect?
A91. By signing up the e-Will or e-Wasiat via your Hong Leong Connect, you are submitting your Will or
Wasiat application form, Basic Will or Wasiat Document and paying the Will Writing Service Fee via Hong
Leong Connect. The executor for your Will or Wasiat will be Amanah Raya Berhad.

Q92. What are the processes involved for e-Will or e-Wasiat application via Hong Leong Connect?
A92. Upon successful online submission and payment, you shall receive the printed application form and
Basic Will or Wasiat Document via mail at your registered address. You are required to read the
application form and Basic Will or Wasiat Document to confirm that all information therein is correct. If in
order, you shall sign:

a) the Will in the presence of two [2] witnesses who are 18 years old and above, or
b) the Wasiat in the presence of two [2] male Muslims witnesses who are 18 years old and above.

Note: Ensure that the witnesses simultaneously sign as witnesses to your signature.

Updated 6 July 2020

You shall send the signed and witnessed forms together with a copy of your IC and witnesses IC using the reply
(paid) envelope to Amanah Raya Berhad.

Q93. When will I start receiving the printed documents?

A93.You will receive your printed documents from the Bank within fourteen (14) working days upon payment
made via Hong Leong Connect.

Q94. Upon receiving the printed documents, when do I need to submit the signed documents?
A94. You will need to submit the completed documents within fourteen (14) working days upon receiving the
documents.

Q95. What if I never return the documents?

A95. Customers who have not submitted the documents to Amanah Raya Berhad will not receive their Will or
Wasiat registration number and card from Amanah Raya Berhad.

Q96. Do I need to pay for the postage fee?

A96.No, the postage fee has been paid by the Bank.

Q97. What if I did not receive the printed documents?

A97.You can call us at 03-7626 8899.

Q98. Is this safe? Will someone else be able to view my e-Will or e-Wasiat?
A98. As long as you do not share your username and password, only you will have access to your e-Will or e-
Wasiat. This service is exclusive for your use only, no submission on behalf of others is allowed.

Q99. How will I know whether my e-Will or e-Wasiat application is successful?

A99. You will receive a Will or Wasiat card from Amanah Raya Berhad with Comprehensive Will or Wasiat Form
via mail to your registered mailing address.

Q100. Can I cancel this application after I have made the payment?
A100. No, the Bank will process your application upon successful payment, but you may cancel your application
any time before the payment is made.

Online Fixed Deposit (e-FD)

Q101. What is an eFD?

A101. eFD is a certless Fixed Deposit that can be placed and withdrawn via Hong Leong Connect.

Q102. Who is eligible to open an eFD account?

A102. eFD is open to all individuals aged 18 years and above having a Current or Savings Account with the
Bank.

Q103. What is the minimum placement?

A103. Minimum placement will be as follows:

a) For 1 month – RM5,000

b) For 2 months and above – RM500

Q104. How will the interest of eFD be paid?

A104. Interest will be credited into the linked account on a monthly basis or upon maturity.

Q105. Any penalty for premature withdrawal?

A105. No interest will be paid for premature withdrawals of eFD regardless of the number of completed months at
the time of withdrawal.

Q106. Can I make partial withdrawal?

A106. Partial withdrawal is available for eFD. The minimum withdrawal amount is RM1,000.00 and can only be
made in multiples of RM1,000. Also a minimum of RM5,000.00 must be maintained in the deposit account. No
interest will be paid for premature withdrawals of eFD regardless of the number of completed months at the time
of withdrawal.

Q107. Can I open a joint eFD account?

A107. Joint eFD account is not available.

Q108. Can I withdraw my eFD over the counter?

A108. eFD withdrawal can only be done via Hong Leong Connect.

Updated 6 July 2020

Q109. Will I receive any receipt upon placement/renewal?
A109. You are able to view and print the receipt via Hong Leong Connect

Q110. Will I receive a monthly statement?

A110. Yes.

Q111. Is eFD eligible for protection by PIDM?

A111. Yes.

Q112. Can I pledge my eFD as collateral?

A112. eFD cannot be pledged as collateral.

Q113. What is FPX?

A113. FPX is a convenient and secure online payment solution that allows real-time of debiting customer’s
Internet banking account with FPX participating banks.

Q114. How do I place a new eFD via FPX?

A114. You have to log in to your Connect Online using your login credentials and follow the steps below.

i. Select Apply“”
ii. Select Create“ Account / New Placement”
iii. Select funding bank
iv. Enter details
v. Click “Submit”
vi. Complete FPX Transaction with the selected Bank

Q115. How do I withdraw my eFD?

A115. Simply log in to your Connect Online using your login credentials and follow the steps below.

i. Select Apply
ii. Select “Withdrawal” and Click “Next”
iii. Confirm T&C and Submit TAC
iv. Click “Submit”

Online Islamic Fixed Deposit (eFD-i)

Q116. What is an eFD-i?

A116. eFD-i is a certless Fixed Deposit-i that can be placed and withdrawn via Hong Leong Connect. It is an Islamic
product which is based on Commodity Murabahah via Tawarruq concept.

Q117. Who is eligible to open an eFD-i account?

A117. eFD-i is open to all individuals aged 18 years and above having a Current or Savings Account with the
Bank.

Q118. What is the minimum placement?

A118. Minimum placement will be as follows:

For 1 month – RM5,000

For 2 months and above – RM500

Q119. When is the effective date of my eFD-i?

A119. Processing of eFD-i placements may take up to two Business Days. Effective date of your eFD-i shall
commence upon successful placement according to the transaction receipt sent to you via email.

Q120. Can I make partial withdrawal for eFD-i?

A120. Yes, you are allowed to make partial withdrawal with a minimum withdrawal amount of RM3,000 and in
multiples of RM1,000. The minimum placement to be eligible for partial withdrawal is RM8,000 for placements of 1
month and above and RM3,500 for placements of 2 months and above. No profit will be paid on partially withdrawn
amounts, regardless of the number of completed months at the time of withdrawal.

Q121. Can I open a joint eFD-i account?

A121. Joint eFD-i account is not available.

Q122. Can I withdraw my eFD-i over the counter?

A122. eFD-i withdrawal can only be done via Hong Leong Connect.

Q123. Will I receive any advice upon placement/renewal?

Updated 6 July 2020

A123. Details of placement or renewal are viewable on Hong Leong Connect. Please note that physical or renewal
advice will not be sent to customer.

Q124. Do I receive a physical eFD-i statement after account opening?

A124. No, physical statement will not be sent. You can always view your eFD-i account statement via Hong
Leong Connect.

Q125. Is it protected by Perbadanan Insurans Deposit Malaysia (PIDM)?

A125. Yes.

Q126. Can I pledge my eFD-i as collateral?

A126. eFD-i cannot be pledged as collateral.

Q127. How do I place a new eFD-i via FPX?

A127. Please refer to A114.

Q128. How do I withdraw my eFD-i?

A128. Please refer to A115.

Online Telegraphic Transfer (TT)

Q129. What is an online TT?

A129. An online TT is the transfer of funds denominated in foreign currencies to correspondent banks/agents
outside Malaysia via Hong Leong Connect Online Banking.

Q130. Who is eligible to perform an online TT?

A130. Online TT is open to all Hong Leong Connect users.

Q131. What is the maximum transaction amount per day?

A131. Your maximum transaction limit is RM200,000.00 per day either in a single transaction or multiple
transactions. However, each transaction has its own limit depending on your:

 Resident status
 Relationship with the recipient
 Daily transaction limit settings
 Purpose of transfer

Q132. When do I need to provide supporting documents?

A132. Supporting documents are required for our verification in the following circumstances:

 Malaysian Residents – Transfers above RM10,000.00

 Non-Malaysian Residents – All transfer amounts

Q133. When can I perform an online TT?

A133. You may perform an online TT at any time. However, transfers made after 4pm on weekdays, or
on weekends, national and Federal Territory public holidays will be processed on the next Federal
Territory business day.

Q134. How long will it take for the recipient to receive the funds?
A134. The funds will be received within one to five business days, subject to the receiving bank’s
processing time.

Q135. Can I cancel an online TT after I have successfully submitted it?

A135. Please ensure all the transaction details furnished are accurate and up-to-date as requests for changes or
cancellation will incur additional fees.

Balance Transfer

Q136: What is Balance Transfer?

A136: Balance Transfer is a credit card product that you can apply online via Connect Online or Connect App.

Q137: How do I apply for Balance Transfer on Connect?

A137. You can apply for Balance Transfer online via Connect Internet banking or via Connect App. Simply follow
the steps below:

Application via Connect Internet banking:

Updated 6 July 2020

Log in to your account and

i) click on ‘Apply’ at the top navigation and select ‘Balance Transfer’, or

ii) at post login landing page, scroll down to your Credit Card section and click on ‘View Details’.

You will be shown the Balance Transfer plans and maximum eligible amount available to you as. Select from one
of the plans by clicking on the radio button. Fill in the details of the other bank’s credit card that you want to transfer
the balance from. Enter your email address. This is compulsory as it will be used to deliver your application status.
Accept the Terms & Conditions and click ‘Next’.

Application via Connect App:

Log in to your account and

i) type ‘Apply’ in chat box OR tap on ‘Menu’ and then tap on ‘Balance Transfer’, or
ii) go to ‘Overview’, choose Credit Card, tap on ‘Credit Card Services’ and then tap on ‘Balance Transfer’

You will be shown the Balance Transfer plans and maximum eligible amount available to you as. Select from one
of the plans by clicking on the radio button. Fill in the details of the other bank’s credit card that you want to transfer
the balance from. Enter your email address. This is compulsory as it will be used to deliver your application status.
Accept the Terms & Conditions and click ‘Next’

Q138: How do I know how much credit card balance I am eligible to transfer via this product?
A138: You will be shown the maximum eligible amount that you are entitled for when you click ‘Apply’, select
‘Balance Transfer’ after you logged in to Connect internet banking. If you are applying via Connect App, you will
see the amount that you are entitled for when you tap ‘Menu’, tap ‘Apply’ and then tap ‘Balance Transfer’

Q139: Can I apply Balance Transfer for my Hong Leong Credit Card?
A139: No. You can only transfer balance from another bank’s credit card.

Q140: How many credit card accounts can I transfer the credit from?
A140. You can transfer balance from up to 3 other bank’s credit card for as long as the total amount is within the
Balance Transfer amount that you’re entitled to.

Q141: Can I transfer balance from someone else’s credit card?

A141. No. You can only transfer balance from you own credit card(s) with another bank.

Q142: Does this Balance Transfer affect my Hong Leong Bank’s credit card balance once my Balance
Transfer is approved?
A142. No. However, your credit limit will be affected. As once the Balance Transfer approved amount is
determined, a corresponding amount of the Cardholder’s credit card limit will be earmarked for this purpose and
the available credit limit balance will be reduced accordingly. A separate account number will be created for your
Balance Transfer product. Repayment for this Balance Transfer should be made to this account instead of your
credit card account.

Q143: Will the money be disbursed to my current / savings account for me to make the payment myself
or will the payment be made automatically to the credit card that I wish to perform the balance transfer
from?
A143: You may choose for the money to directly pay for your credit card balance at the other bank OR you may
choose for the money to be disbursed into your own current or savings account in Hong Leong Bank or another
bank in Malaysia. If you apply via Connect App, you can only choose for the money to pay your credit card from
another bank.

Q144: How long does it take for my application to be processed and approved after I submit my
application online?
A144. You will immediately see one of these statuses upon submitting your application via Connect Internet
Banking or Connect App: Successful, Failed or Accepted For Processing).

a) Successful – your fund will be disbursed within 24 hours if you’ve opted for disbursement into a Hong
Leong Bank’s current or savings account. If you have opted for another bank account, the funds will be
disbursed within 3 working days as it is dependent on the schedule of the payment processing system
that handles the funds transfer between banks and is subject to ID matching between the banks.

b) Failed – your application has been declined due to various reasons e.g. system time out, issues with
the current or savings account details that you have entered, etc. You may try to apply again.

c) Accepted for Processing - your application is being processed to determine if it’s successful or failed.
You are not seeing ‘Successful’ or ‘Failed’ status due to various reasons e.g. system time out, during

Updated 6 July 2020

 daily scheduled maintenance, etc. Please log in to Connect Internet Banking or Connect App later to
check on your application status. You will also receive an email on your application status.

Q145: Once my application is successful, how long will it take for the balance to be transferred from my
credit card / or money disbursed to my account?
A145: This depends on the schedule of the payment processing system that handles the funds transfer between
banks. Once you’ve received an email that your application is successful, it will take up to 2 days for the funds to
be disbursed into your current account / savings account or for the indicated balance in your other credit card to
be paid for and is subject to ID matching between the banks.

Q146: Do you charge a processing fee when I apply online?

A146: No. There will be no processing fee on top of the Balance Transfer amount that you apply for.

Q147: How do I know if I’m eligible to apply for Balance Transfer?

A147: You will see the amount you are entitled to next to your credit card after you’ve logged in to Connect
Internet banking or Connect app. For Hong Leong Connect Online you can scroll down to Credit Card section at
the post login page. Click on ‘View details’ OR click on ‘Apply’ and select ‘Balance Transfer’. For Connect App
you can type ‘Apply’ in chat box OR tap on ‘Menu’ and then tap on ‘Balance Transfer’. You can also go to
‘Overview’, choose on Credit Card, tap on ‘Credit Card Services’ and then tap on ‘Balance Transfer’

Q148. What is a Birthday Offer?

A148: A Birthday offer is a plan / promo specifically tailored for you for your birthday month. This promo will be
offered to you in your birthday month and will expire on the last day of your birthday month. (This offer may vary
from time to time and is subject to HLB’s discretion).

Q149: Are the Balance Transfer plans / promos always on?

A149: Each Plan / promo that you see after you logged in to Connect Internet banking or Connect App has an
expiry date. Be sure to check the expiry date and apply on time in order not to miss the offers.

Q150. How will this affect my credit card balance displayed on Connect Internet Banking or Connect
App?
A150: Your credit card balance will reflect your actual card usage and payment. However, once the Approved
Balance Transfer is determined, a corresponding amount of the Cardholder’s credit card limit will be earmarked
for this purpose and the available credit limit balance will be reduced accordingly.

Q151. Can I cancel this application after I have successfully submitted it?
A151. No cancellations are permissible once the application has been submitted. Please ensure all details
furnished are accurate and up-to-date before submitting.

Q152. Where can I find out more about Balance Transfer offered by Hong Leong?
A152. To learn more about Hong Leong Bank’s balance transfer product, you may visit www.hlb.com.my and
search for “Balance Transfer”.

Call-For-Cash

Q153. What is Call-For-Cash?

A153. It is a credit card product that enables you to apply for cash withdrawal from your Hong Leong Bank credit
card into your current or savings account.

Q154. How do I apply for Call-For-Cash?

A154. You can apply online via Connect Internet Banking or Connect App. Simply follow the steps below:

Application via Connect Internet Banking:

Log in to your account and

i) click on ‘Apply’ at the top navigation and select ‘Call-For-Cash’, or
ii) at the home page, scroll down to your Credit Card section and click on ‘View Details’.

Application via Connect App:

Log in to your account and

i) type ‘Apply’ in chat box OR tap on ‘Menu’ and then tap on ‘Call-For-Cash’, or
ii) go to ‘Overview’, choose Credit Card, tap on ‘Credit Card Services’ and then tap on ‘Call-For-Cash’

In both cases, you will be shown the maximum eligible amount that you’re entitled to draw via Call-For-Cash, and
your plan options. Fill in the application details, the amount you want to draw, plan tenure, and disbursement
details of your account with Hong Leong Bank or another bank in Malaysia (money can only be disbursed into

Updated 6 July 2020

your own individual current or savings account, no joint or sole proprietor accounts are allowed). Entering your
email address is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions
and click ‘Next’.

Q155. I don’t have a Credit Card with Hong Leong, can I apply for Call-For-Cash?
A155. You have to be a Hong Leong Bank credit cardholder to apply for ‘Call-For-Cash’ as the amount will be
drawn from the Cardholder’s available credit limit.

Q156. How do I know how much cash I can draw via Call-For-Cash?
A156.The amount will be displayed after you log in:

a) Connect Internet Banking - when you view your credit card details OR click ‘Apply’ and then click on
‘Call-For-Cash’.
b) Connect App - when you go to ‘Overview’ and tap on Credit Card details OR tap on ‘Menu’, tap on
‘Apply’ and then select ‘Call-For-Cash’.

Q157. After submitting my application, how long will it take for my application to be approved and for me
to receive the cash?
A157. You will immediately see one of these statuses upon submitting your application:

a) Successful – your funds will be disbursed within 24 hours if you opted for disbursement into a Hong
Leong Bank current or savings account. If you opted for another bank, the funds will be disbursed within
3 working days subject to ID matching between banks.

b) Accepted for Processing – your application is being processed and has not immediately returned a
‘Successful’ or ‘Failed’ status due to various reasons e.g. system time out, daily scheduled maintenance
etc. Please log in to Connect Internet Banking or Connect App later to check on your application status.
You will also receive an application confirmation email.

c) Failed – your application may be declined due to various reasons e.g. system time out, issues with the
current or savings account details that you have entered, etc.

Q158. If my application for ‘Call-For-Cash’ is approved, where will the cash be disbursed?
A158. You may opt for the cash to be disbursed into your own individual current or savings account held with Hong
Leong Bank or another bank in Malaysia. Joint or sole proprietor accounts are not accepted.

Q159. What is the minimum amount I can apply for?

A159. The minimum amount to be drawn via ‘Call-For-Cash‘ is RM1,500 (this may vary from time to time, subject
to HLB’s discretion).

Q160. Is there a fee that will be charged when I apply for ‘Call-For-Cash’?
A160. A handling fee of RM12.00 will be charged for Call-For-Cash applications with a monthly interest plan.

Q161. How will this affect my credit card balance displayed on Connect Internet Banking or Connect
App?
A161. Your credit card’s available credit limit will be reduced to reflect the amount that has been earmarked to be
withdrawn via ‘Call-For-Cash’. The amount will be progressively restored on a monthly basis as you make your
monthly instalments.

Q162. Can I cancel the application after I have successfully submitted it?
A162. No cancellations are permissible once the application has been submitted. Please ensure all details
furnished are accurate and up-to-date before submission.

Q163. Where can I find out more about the ‘Call-For-Cash’ product offered by Hong Leong?
A163. To learn more, you may visit www.hlb.com.my and search for ‘Call-For-Cash’.

Flexi Payment Plan

Q164. What is Flexi Payment?

A164. Flexi Payment is a credit card product that you can apply online via Connect Online or Connect App

Q165. How do I apply for Flexi Payment Plan on Connect?

A165. You can apply online via Connect Internet banking or via Connect App. Simply follow the steps below:

Application via Connect Internet banking:

Log in to your account and

Updated 6 July 2020

i) click on ‘Apply’ at the top navigation and select ‘Flexi Payment Plan’, or
ii) at post login landing page, scroll down to your Credit Card section and click on ‘View Details’.

You will be shown the maximum eligible amount that you’re entitled to convert into ‘Flexi Payment Plan’. Fill in
the details of amount you want to convert into ‘Flexi Payment Plan’, duration and enter your email address. This
is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click ‘Next’.

Application via Connect App:

Log in to your account and

i) type ‘Apply’ in chat box OR tap on ‘Menu’ and then tap on ‘Flexi Payment Plan’, or
ii) go to ‘Overview’, choose Credit Card, tap on ‘Credit Card Services’ and then tap on ‘Flexi Payment Plan’

You will be shown the maximum amount that you’re entitled to convert into ‘Flexi Payment Plan’. Fill in the details
of amount you want to convert into ‘Flexi Payment Plan’, duration and enter your email address. This is
compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and tap ‘Next’.

Q166. I don’t have a Credit Card with Hong Leong, can I apply for ‘Flexi Payment Plan’?
A166. You will have to be an existing Hong Leong Bank credit cardholder to apply for ‘Flexi Payment Plan’.

Q167. How much of my credit card balance can I convert into ‘Flexi Payment Plan’?
A167. The amount will be displayed to you after you’ve logged in to your:

c) Connect Internet Banking - when you view your credit card details OR click ‘Apply’ and then click on
‘Flexi Payment Plan’.
d) Connect App - when you view your credit card details OR tap on ‘Menu’, tap on ‘Apply’ and then select
‘Flexi Payment Plan’.

Q168. Is there a fee that will be charged when I apply for ‘Flexi Payment Plan’?
A168. There is no fee for the application of ‘Flexi Payment Plan’.

Q169. After submitting my application, how long will it take for my application to be approved and the
balance to be converted into ‘Flexi Payment Plan’?
A169. You will immediately see one of these status upon submitting your application via Connect Internet
Banking or Connect App: Successful, Failed or Accepted For Processing).

a) Successful – your credit card balance as specified in your application will be converted into ‘Flexi
Payment Plan’ within 24 hours

b) Accepted for Processing - your application is being process to determine if it’s Successful or declined.
You are not immediately seeing ‘Successful’ or ‘Failed’ status due to various reasons e.g. system time
out, daily scheduled maintenance, etc. Please log in to Connect Internet Banking or Connect App later
to check on your application status. You will also be receiving email on your application status.

c) Failed – your application has been declined due to various reasons e.g. system time out, issue with
your account. You may try to apply again in a near future.

Q170. How will this affect the amount of my credit card balance displayed on Connect Internet banking /
Connect App?
A170: Your credit card balance on Connect Internet Banking and Connect App will displayed the actual balance
based on your card usage minus the amount that you have converted into ‘Flexi Payment Plan’. A separate
account number will be created for your ‘Flexi Payment Plan’ product. ‘The Flexi Payment Plan’ allows
Cardholder to repay retail transactions which have already been debited to the Cardholder’s credit card account
and/or recorded in the current credit card statement by way of monthly installments over a prescribed fixed
tenure.

Q171. Can I cancel this application after I have successfully submitted it?
A171. No cancellations are permissible once the application has been submitted. Please ensure all details
furnished are accurate and up-to-date before submitting.

Q172. Where can I find out more about ‘Flexi Payment Plan’ offered by Hong Leong?
A172. To learn more, you may visit www.hlb.com.my and search for ‘Flexi Payment Plan’.

Investment Account-i (IA-i)

Q173. What is an Investment Account-i?

Updated 6 July 2020

A173. IA-i is an account in which money/ principal is placed and accepted for the purposes of investment, including
for the provision of finance, in accordance with Shariah principals. IA-i can be subscribed and redeemed via Hong
Leong Connect.

Q174. Who is eligible to open an IA-i account?

A174. IA-i is open to all individuals aged 18 years and above having a Current or Savings Account with the Bank.

Q175. What is the minimum subscription?

A175. The minimum subscription depends on the IA-i product and it will be displayed to you right after the
product and tenure selection.

Q176. When is the effective date of my subscription done via IA-i?

A176. The effective date of your subscription via your IA-i will be on the same day as the subscription.

Q177. Can I make partial redemption using my IA-i?

A177. No, you are not allowed to make partial redemption.

Q178. Can I make a redemption using my IA-i before the maturity date of my subscription?
A178. Yes, you are allowed to redeem your subscription via your IA-i before the maturity date. However, no profit
shall be given for premature redemption.

Q179. Can I open a joint IA-i?

A179. Joint IA-i is not available.

Q180. Can I redeem my subscriptions in my IA-i over the counter?

A180. No, IA-i redemption can only be done via Hong Leong Connect.

Q181. Will I receive any advice upon subscription/renewal?

A181. Details of subscription or renewal are viewable on Hong Leong Connect. Please note that physical or renewal
advice will not be sent to customer.

Q182. Do I receive a physical IA-i statement after account opening?

A182. No, physical statements will not be sent. You can always view and download your IA-i account statement
via Hong Leong Connect.

Q183. Is it protected by Perbadanan Insurans Deposit Malaysia (PIDM)?

A183. No. IA-i is not protected by PIDM.

Q184. How do I perform a subscription using my IA-i?

A184. You have to log in to Connect Online using your login credentials and follow the steps below.

i. Select “APPLY”
ii. Select Create “Account / New Subscription” under Investment Account-i
iii. Complete the Suitability Assessment (if you have not created your Risk Profile or it has expired)
iv. Select the IA-i product
v. Enter details and Click “Next”
vi. Confirm the details, enter TAC and Click “Submit”

Q185. How do I perform a redemption using my IA-i?

A185. Simply log in to Connect Online using your login credentials and follow the steps below.

i. Select “APPLY”
ii. Select “Redemption” under Investment Account-i
iii. Click “Redemption” of the IA-i Receipt to be redeemed
iv. Confirm declaration and Click “Next”
v. Enter valid TAC and Click “Submit”

Q186. What is Suitability Assessment?

A186. Suitability Assessment is used to setup your Risk Profile. This will guide you in choosing Investment Account-
i products to suit your investment objectives, risk tolerance, financial profile and investment experience.The
information that you provide will form the basis of the IA-i product recommendation.

Q187. Is there a validity period for my Risk Profile?

A187. Yes, the validity period is 2 years. However, you can retake the Suitability Assessment before it expires to
update your risk profile as and when there are any material changes in your information such as your investment
objectives, attitude towards investment risks, expected return on investment and wealth management plan.

Updated 6 July 2020

Credit Shield Premier

Q188. What is Credit Shield Premier?

A188. Credit Shield Premier is an insurance product for Hong Leong Bank credit cardholders. It provides coverage
for the credit card outstanding balance in the event of death, disability or illness of the cardholder.

Q189: Who is eligble to apply for Credit Shield Premier?

A189: Credit Shield Premier is open to all Hong Leong Bank credit cardholders aged 60 and below.

Q190: Can both principal and supplementary credit cardholders apply for Credit Shield Premier?
A190: No, you must be a principal credit cardholder to apply for Credit Shield Premier.

Q191: Can I choose which of my credit cards to apply for Credit Shield Premier?
A191: No, when you apply for Credit Shield Premier it will be applied to all your principal and associated
supplementary credit cards.

Q192: What about future credit cards? Do I need to apply for Credit Shield Premier separately?
A192: Credit Shield Premier will be automatically applied to any new principal and associated supplementary credit
cards once you apply for Credit Shield Premier.

Q193: How do I apply for Credit Shield Premier?

A193: You can apply for Credit Shield Premier via Connect Online Banking by following the steps below:

i. Log into Connect Online Banking and click on “Apply”

ii. Select “Credit Shield Premier”
iii. Click “Apply Now”
iv. Accept declaration and click ‘Next’
v. Confirm and enter details.

Q194: How do I check the status of my Credit Shield Premier application online?
A194: Your application status will be reflected in Connect Internet Banking within 2 working days. To check, login
and click on ‘Apply’ then click on ‘Credit Shield Premier’.

Q195: When will I receive my certificate of insurance?

A195: Your certificate of insurance will be delivered to your mailing address within twenty-one (21) working days
from the effective date of your policy.

Biometric Authentication

Q196. How do I setup my device for Biometric Authentication?

A196. Biometric Authentication for Hong Leong Connect is available on Apple devices (iPhone 5s and
above running on iOS 8.0 and above) and Android devices (Samsung Galaxy S6 and above running on
OS 5.1.1 and above) only. You will need to ensure that you have registered your fingerprint on the devices
before enrolling for biometric authentication for Hong Leong Connect.

Q197. What are the functions that can be authenticated via Biometric for Hong Leong Connect?
A197. All the quick functions such as Pay Mobile, Scan & Pay, ATM Withdrawal and Instant Balance can
be accessed via Biometric Authentication.

Q198. How secure is Biometric Authentication?

A198. Biometric Authentication on Hong Leong Connect relies on the Touch ID (on iOS) and Fingerprint
(on Android). You will need to safeguard your devices and avoid enrolling fingerprints other than your own
on the device. All registered fingerprints on the device will be authorized to authenticate the transaction on
Hong Leong Connect. As an additional step to safeguard your account, biometric authentication will be
disabled for devices which have been rooted or jailbroken.

Q199. How do I enroll Biometric Authentication from my Hong Leong Connect account?
A199. You may enroll for Biometric Authentication from the Settings menu by:

i. Selecting “Enrol Fingerprint” option

ii. Clicking “Enrol” option biometric authentication enroll for
iii. Tap your fingerprint on “Tap” button to enroll your fingerprint
iv. Clicking “Finish” option to complete the enrolment process

Q200. Why do I still get prompted to enter my password after performing Biometric Authentication?
A200. Biometric Authentication are limited to low value transactions only. There is a transaction limit of

Updated 6 July 2020

MYR500 for authentication using biometrics. Should you exceed this limit, you will be prompted to input
your password before confirming the transaction. This is an added security feature to safeguard your
account.

Q201. How do I unenrol Biometric Authentication from my Hong Leong Connect account?
A201. You may unenrol for Biometric Authentication from the Settings menu by:

i. Selecting “Un-enrol Fingerprint” option

ii. Selecting “Device Maintenance” option and unbind the device. Your Biometric unenrolled in the
following event: a) The Hong Leong Connect app is deleted b). The device has been jailbroken /
rooted.

DuitNow

Q202. What is DuitNow?

A202. DuitNow is a new service that enables you to transfer money or funds to your recipients DuitNow ID
instead of their bank account number. You may also register your own DuitNow ID and link it to your Hong Leong
Bank account to receive instant fund transfers in the same way.

Q203. What DuitNow ID’s can I register?

A203. You can register one or more of the following ID’s by linking them to your Hong Leong Bank current or
savings account:

i. Mobile No
ii. NRIC No
iii. Passport No (for non-Malaysian citizens)
iv. Business Registration No (for businesses)

Q204. How do I register my DuitNow ID?

A204. Log into Connect Internet Banking. Go to “Settings” > “DuitNow”. Then register your DuitNow ID (Mobile
No or NRIC) with your Hong Leong Bank current/savings account/-i

Q205. How do I send and receive using DuitNow?

A205. Follow the below steps:

a) To send DuitNow: Log into Connect Internet Banking or Connect App. Look for DuitNow on the main
menu, or under ‘Pay & Transact”, enter the recipients DuitNow ID and other transaction details

b) To receive DuitNow: Register your DuitNow ID with your Hong Leong Bank current/savings account/-i
and provide the sender with your DuitNow ID.

Q206. What are the benefits of using DuitNow?

A206. You will enjoy the following benefits when using DuitNow:

i. It’s FREE
ii. No more remembering account numbers
iii. Convenient and instant fund transfers with just your mobile no or IC
iv. Safe & secure mode of transferring funds

Q207. Can I link my DuitNow ID to more than one account?

A207. No, you can’t. Each ID can only be registered with one bank account at a time.

Q208. Can I change my DuitNow ID registration details?

A208. Yes, you can log into Connect Internet Banking or Connect App to manage your ID settings.

Q209. Can I schedule a future-dated or recurring DuitNow transfer?

A209. Yes, you can schedule DuitNow transfers

Q210. Can I save DuitNow ID’s as a Favourite recipient?

A210. Yes, you can add DuitNow recipients to your favourites list to make simple and quick DuitNow transfers.
However, this service is only available on Connect Internet Banking.

Q211. Is there a transfer limit?

A211. The total transferable amount for 3rd Party HLB, Interbank Giro (IBG), Instant Transfer, Telegraphic
Transfer, and DuitNow combined is RM50,000.00 per day.

Updated 6 July 2020

Q212. Are there any fees or charges for DuitNow transfers?
A212. RM0.50 is charged for transactions about RM5,000. However, Hong Leong customers enjoy a fee waiver,
therefore, you will not be charged for DuitNow transactions of any amount.

Travel Insurance

Q213: What is travel insurance available on Connect Online Banking?

A213: It is an insurance product underwritten by MSIG Insurance (Malaysia) Berhad and distributed by Hong
Leong Bank Berhad. Which provides compensation on mishaps and events, which are covered during travel
within the policy period. For example flight delays, loss of luggage, illness, accidents etc.

Q214: Who is eligible to purchase this travel insurance?

A214: It is available to customers who fulfil the following criteria:

i. Registered Connect users

ii. Have an NRIC or Passport issued by any of the countries allowed by MSIG.
iii. Departing from Malaysia

Q215: Is this a single-trip travel insurance policy?

A215: The travel insurance offered is available as a short-term policy for a single trip and as an annual policy that
that covers unlimited trips within the policy year.

Q216: Are there any age restrictions?

A216: Yes, there are age restrictions depending on the type of trips to be taken as categorised below:

i. Single Trip Cover – 99 years and below

ii. Annual Cover – Between 18 and 69 years old

Q217: Can I purchase travel insurance for my child?

A217: Yes, you can purchase single trip coverage for your child aged between 30 days and 17 years of age at
the travel start date.

Q218: How do I apply for travel insurance?

A218: You can apply via Connect Online Banking by following these simple steps:

i. Login to Connect Online Banking and click on ‘Apply’ in the menu bar.
ii. Select ‘Travel Insurance’
iii. Fill in the necessary details and choose your travel plan.
iv. Accept declaration and click ‘Next’
v. Confirm and enter details
vi. Enter payment details and email address

Q219: When can I purchase travel insurance?

A219: You can purchase your travel insurance up to one year before your travel start date.

Q220: Can I cancel once I’ve submitted my application?

A220: You may cancel your policy at any time by giving written notice to MSIG Insurance (Malaysia) Berhad.
However, no refund of premiums will be allowed once the MSIG TravelRight Plus Insurance policy is issued.

Q221: How long will it take for me to receive my certificate of insurance?

A221: You will receive it via email within two (2) working days from the date of submission.

Mobile Alerts

Q222: What is Mobile Alerts and why do I need to enable it?

A222: By enabling Mobile Alerts, all your transaction notices will be sent via push notification directly to your
Connect App inbox instead of via SMS. This allows you to conveniently and easily find any of your transaction
alerts as they are all stored in one place.

Q223: What if I have enabled Mobile Alerts, but I don’t have internet connection on my device, how will I
receive my transaction alerts?
A223: Without internet connection, your transaction alerts will not be delivered via push notification, however, an
SMS transaction alert will be sent within 5 minutes.

Q224: If I am using Connect App on more than one device, should I enable Mobile Alerts on all my
devices?
A224: Yes, you may. However, it is only mandatory to have Mobile Alerts on one device. We recommend that

Updated 6 July 2020

you enable Mobile Alerts on your primary device to ensure that you do not miss any of your post transaction
alerts.

Q225: How do I enable or disable Mobile Alerts?

A225: To enable or disable Mobile Alerts, simply follow the steps below:
a) Login to Connect App
b) Tap Menu > Settings > Profile > Device & Notifications
c) Under Mobile Alerts, use the toggle to enable or disable alerts for transactions, news & promos.
d) Follow the instructions to complete.

Don’t forget, Mobile Alerts must be enabled on at least one device.

AppAuthorise

Q226. What is AppAuthorise?

A226. AppAuthorise is an added security feature requiring authorisation when you perform a payment or transfer
on Connect Online amounting to RM10,000 and above to a non-favourite recipient. You will be required to
authorise that transaction via your Connect App.

Q227. How will I receive authorisation requests and what should I do?
A227. When you perform a transaction on Connect Online that requires authorisation, you will receive a push
notification on your mobile phone via Connect App. Simply tap on the notification to launch your app or look for
AppAuthorise on the pre-login screen of the app. You will see the details of the transaction and an option to either
‘Authorise’ or ‘Reject’ the transaction. The status of the transaction will depend on what you choose.

Q228. Is AppAuthorise required for all types of transactions?

A228. AppAuthorise is only required for non-favourite transactions of RM10,000 and above on Connect Online
covering the following transaction types: IBG/Instant Transfer, Bill Payment (inclusive of bill payment made via
JomPAY), remittance & fund transfer made to any other bank accounts.

Q229. What about transactions in that amount (RM10,000 and above) to my favourite recipients?
A229. No, you are only required to authorise transactions of RM10,000 and above to non-favourite recipients. If
the transaction amount is below RM10,000 to a favourite or non-favourite recipient, authorisation is not required.

Q230. How do I enable or disable AppAuthorise?

A230. Download Connect App, if you haven’t already, and login using your Connect Online credentials.
AppAuthorise is automatically enabled for you when you login to Connect App for the first time after it is
launched. Subsequently, you can choose to disable or enable it by following the steps below:
a) Login to Connect App
b) Tap on Menu > Settings > Profile > Login & Security
c) Tap on Enable/Disable AppAuthorise and follow the steps to complete

Q231. What happens if I am half-way through my fund transfer or payment of RM10,000 and above to a
non-favourite, but find that I have not enabled AppAuthorise? Can I save my transaction and complete it
later?
A231. No, you can’t. You will have start your transaction again after enabling AppAuthorise on Connect App. For
your convenience and to avoid this, we recommend that you keep AppAuthorise enabled on your chosen device.

Q232. Can I enable AppAuthorise on multiple devices?

A232. No, you can’t. AppAuthorise can only be enabled on ONE device. If you would like to use AppAuthorise on
another device, you must first disable it on the current device.

Employment Details Update

Q233: Why am I getting this pop up with a message to update my employment details?
A233: You are getting this message because you have not updated your employment details for the past few
years.

Q234: Do I have to update if I am currently unemployed?

A234: Yes, you have to. You can select ‘Unemployed’ from the list.

Q235: Do I need to update if I’m now self-employed?

A235: Yes, you need to. You can select ‘Self-employed’ from the list.

Q236: How do I update my salary if I do not have a fixed income?

A236: You may select from the range of annual salary list.

Updated 6 July 2020

Q237: Will I get this message to update my employment details on Connect App?
A237: You will not receive this message on Connect App.

Q238: Can I update my employment details on Connect App?

A238: No, you can only update your employment details at Connect Online when you receive the message to do
so upon log in.

Q239: Are all fields compulsory? Can I choose not to update my salary?
A239: Yes, all fields are compulsory. You will have to update your salary as well.

Q240: Do I have to update if my current employment details are the same as your records?
A240: Yes you have to, but in this case you will only have to verify / confirm the details and enter the 6 -Digit TAC
to confirm.

ASNB cChannel Services

Q222: What is the relationship between Hong Leong Islamic Bank Berhad (“HLISB”) / Hong Leong Bank
Berhad (“HLB”) and Amanah Saham Nasional Berhad (“ASNB”)?
A222: Both HLISB and HLB are ASNB Agents that are authorised to market and distribute ASNB funds.
Customers can perform ASNB transactions with ease at any HLISB/HLB branch nationwide or perform selected
ASNB transactions online and on real-time basis on Hong Leong Connect Online Banking.

Q223: Which ASNB transactions can and cannot be performed on Hong Leong Connect?
A223: The following are selected ASNB transactions that can be performed on Hong Leong Connect:
(a) Balance enquiry;
(b) Addition of favourite third party’s ASNB account; and
(c) Subscription of additional ASNB fund.

Customers who prefer face-to-face interaction can visit any HLISB/HLB branches, ASNB branches or other
ASNB Agents to perform these transactions.

Initial subscription, redemption, switching and transfer of ASNB funds as well as exercising of cooling-off rights
cannot be performed on Hong Leong Connect. These transactions have to be performed at any HLISB/HLB
branches, ASNB branches or other ASNB Agents.

Q224: When is the closing date to apply for a new ASNB fund and would any new unit be issued after the
closing date?
A224: Please refer to the ASNB fund prospectus, visit ASNB’s website www.asnb.com.my or contact ASNB’s
Hotline at 03 2057 3000 for details on the application of the new ASNB fund.

Please be informed that application for new ASNB fund cannot be performed on Hong Leong Connect.

Q225: When can I perform ASNB transaction on Hong Leong Connect?

A225: Subscription of ASNB fund can be performed during the ASNB Business Operation Hours as follows:
(a) ASNB fixed price funds
7.00 a.m. to 7.00 p.m. on Sunday to Friday (excluding national and federal public holidays); and
(b) ASNB variable price funds
7.00 a.m. to 4.00 p.m. on Sunday to Friday (excluding national and federal public holidays).

The subscription request will be processed on real-time basis, unless notified otherwise.

Please be informed that subscription would not be available on Hong Leong Connect during fund suspension
period (e.g. due to income distribution). A notice will be put up three (3) days before the suspension date
informing such suspension.

In the event of system interruption which results in non-availability of ASNB transactions on Hong Leong
Connect, a notice will be put up to advise customers to perform ASNB transactions at any HLISB/HLB branches,
ASNB branches or other ASNB Agents.

Q226: What is the minimum and maximum limit for subscription of ASNB fund on Hong Leong Connect?
A226: The limits for subscription of ASNB fund on Hong Leong Connect are as follows:
Limit Amount
Minimum RM1.00
Maximum for own and registered minor’s ASNB account RM50,000.00
Maximum for third party’s ASNB account RM25,000.00

Updated 6 July 2020

Customers may change their preferred maximum limits in Hong Leong Connect.

Please be informed that the subscription amount:

(a) is subjected to respective ASNB fund’s availability and individual investment limit;
(b) must be in the multiple of RM1.00 (i.e. amount with sen is not acceptable);
(c) is subjected to ASNB Sales Charge and Service Fee.

Customers can refer to ASNB’s website www.asnb.com.my for the latest update on ASNB fund availability status.

Q227: Where can I obtain the printed copy of ASNB fund prospectus and subscription form?
A227: Printed copy of ASNB fund prospectus and ASNB Subscription Form (ASNB PT) are available at any
HLISB/HLB branches, ASNB branches or other ASNB Agents. Please be informed that the printed prospectus at
HLISB/HLB branch is available for viewing only.

Q228: Where can I find the income distribution statement, annual report and interim report of my ASNB
investment?
A228: ASNB electronically delivers income distribution statement, annual report and interim report of ASNB funds
to ASNB unitholder’s registered email. The annual report and interim report of the funds can also be accessed via
ASNB’s website at www.asnb.com.my.

Q229: Whom can I contact to enquire on my ASNB transaction status?

A229: A retrievable confirmation receipt will be issued on Hong Leong Connect upon processing of online ASNB
transaction. Alternatively, customers may contact ASNB’s Hotline at 03 2057 3000 or at [email protected]
to check on their ASNB transaction status.

Q230: Where can I learn more about investment in unit trust fund?
A230: Customers can visit the Federation of Investment Managers Malaysia’s (“FIMM”) website
www.fimm.com.my/investor/abc-of-unit-trusts/understanding-unit-trusts/ to gain further understanding about
investment in unit trust fund.

Scan QR

Q231: What is Scan QR?

A231: Hong Leong Bank’s Scan QR, which is also commonly known as DuitNow QR, is Malaysia’s National QR
Standard established by PayNet under the BNM’s Interoperable Credit Transfer Framework. Through DuitNow
QR’s interoperability, any compliant QR Code can take payments from any participating Banks and e-Wallets.

Q232: How do I make a payment with Scan QR?

A232: On the Connect App, tap on Menu > Scan QR > Scan the merchant’s or recipient’s DuitNow QR Code and
enter amount to pay. You can also do the same from the app’s pre-login page. If the recipient has already
specified the amount to be paid in the QR Code, you need not enter the amount.

Q233: How do I receive payment with Scan QR?

A233: On the Connect App, tap on Menu > Scan QR > My DuitNow QR to generate a DuitNow QR Code for the
payee to scan and make payment. You may specify the exact amount that you wish to receive payment for or
leave the amount blank for the payer to enter.

Q234: What do I need to have in order to use Scan QR?

A234: In order to use Scan QR, you need to be a Connect user, with the Connect App downloaded in your
smartphone and a HLB Current or Savings account. If you wish to make payment using Scan QR, you must have
sufficient funds in your HLB Current or Savings account.

Q235: Can I use Scan QR without a HLB Current or Savings Account?

A235: No, you will not be able to do so. The Current or Savings account is needed for the debiting and crediting
of funds via Scan QR.

Q236: Can I make payment to or receive payment from other bank’s Scan QR?
A236: Yes, you can. Just follow the same steps in 1 and 2 to make or receive payment from other bank’s Scan
QR.

Q237: How long does it take for the payment/ receiving fund to go through?
A237: The fund will go through instantly once the transaction is successful.

Q238: If I have multiple HLB Current or Savings Account, can I choose which account to pay or receive
fund?

Updated 6 July 2020

A238: Yes, you can. To select a different account for payment, after you’ve scanned the DuitNow QR code,
select which account you want to use to make payment.

To select a different account to receive fund, tap on ‘Change Bank Account’ before you share the DuitNow QR
Code to be scanned by the payer.

Q239: Why is it sometimes I don’t have to enter the amount to be paid?

A239: This is because the recipient has already entered the amount to be paid. Hence, when you scan the
DuitNow QR Code, you will be making payment for the exact amount that the recipient has already entered,
which will also be displayed on the screen when you make the payment.

Q240: Do I need to use a TAC to perform a transaction via Scan QR?

A240: TAC is required if you have exceeded the transaction limit, which has been set by default or that you have
set yourself, for Open Transfer. If you need to adjust your limit, tap on Menu > Account Settings & Limits >
Transaction Limits for customization.

Q241: What is the maximum amount that I can pay/ receive via Scan QR?
A241: It follows the transaction limit set on your new Connect App. If you need to adjust your limit, tap on Menu >
Account Settings & Limits > Transaction Limits for customization.

Q242: Can I bind my credit card account to Scan QR to use credit card for my payment?
A242: No, you cannot. Scan QR only works with HLB Current or Savings account.

Q243: Can I use Scan QR to make payment to someone who does not have Scan QR?
A243: No, you cannot. However, you may use instant transfer /DuitNow service to make the payment.

Q244: Is there any additional charges/fee for using Scan QR?

A244: No, there is no charges/fee for using Scan QR.

Q245: Can I use Scan QR on Connect Online Banking?

A245: You can generate the Scan QR Code on Connect Online Banking and download it in PDF format.
However, you need the new Connect App to scan the QR Code to make payment.

Q246: Can I use Scan QR if I don’t have a Connect App?

A246: Without Connect App, you are still able to use Scan QR service to receive payment as you will be able to
generate the QR code into .pdf on Connect Online Banking.
However, to make payment using Scan QR service, you need Connect App that’s downloaded into smartphone
with camera that is able to capture QR Code.

Q247: When I want to request a payment from a few of my friends or multiple parties, can I share the
same DuitNow QR Code to all of them?
A247: Yes, you can share the same DuitNow QR Code to them. If you have a preset amount for that DuitNow QR
Code, all of them will pay the same amount to you.

Q248: Can I use Scan QR if my mobile phone doesn’t have a camera function?
A248: No, you cannot. Camera function on the mobile phone is required to scan the DuitNow QR Code to make a
payment.

Q249: Is there a minimum requirement on the mobile phone’s camera in order to use Scan QR?
A249: The phone’s camera must be able to scan the DuitNow QR Code.

Updated 6 July 2020