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User Guides          
 
1. How do I login to UTRADE Web?

Step 1  Access our homepage at http://www.utrade.com.sg.  

Step 2  Enter your user ID and password on the login box on the right of the homepage, and select your post-login start page, then click on the "GO" button. 

Login buttons for our other platforms are also found here.
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2. What can I expect when I login for the first time?

For security reason, you will be prompted to change your password when you login for the first time. After your password is changed successfully, the Terms and Conditions governing Internet trading will be displayed. Clients are advised to read the Terms and Conditions carefully. 

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3. Why do the UTRADE Trading Platforms prompt me that I have an invalid login?

The UTRADE Trading Platforms will automatically prevent someone from logging into the system using an incorrect user ID or password. Please ensure the following:

- The caps lock is off as the password is case sensitive.
- You have keyed in the correct user ID and password.

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4. What will happen if I have too many unsuccessful login attempts?

For your protection, your online account will be disabled after three unsuccessful login attempts. Please contact Client Services at +65 6536 9338 during operating hours for assistance.

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5. Who can I contact if I have forgotten my user ID or password?

Please contact our Client Services at +65 6536 9338 during operating hours, indicating your request type (Request for User ID and/or Password). A new set of user ID and/or password will be generated and sent to you by post after verifying your particulars.

For security purpose, please note that email notifications are not accepted.  

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6. What security measures do UOBKH practice to protect my online trading?

As there are inherent risks involved when trading online due to the nature of the Internet, we endeavor to have the best and most up-to-date methods of security when it comes to your transactions within the UTRADE Trading Platforms. 

Some of the security features we have in place to protect your online trading include: 

 - Multiple Firewalls
All information from clients’ computers via the Internet is sent through safety checks before reaching our internal systems so that only authorized messages and transactions enter our servers. It also serves to deter hacking into our trading systems. 

- 128-bit SSL Encryption
To protect your data from being tampered with during transmission, all information exchanged on the secure pages is encrypted using the 128-bit SSL encryption. Any data that you send will be scrambled into an unrecognized form before it is transmitted to our server. For more information on the SSL encryption technology, please visit
http://www.entrust.net/ssl-resources/pdf/understanding_ssl.pdf

- Intrusion Detection System (IDS)
The IDS provides 24x7 network security surveillance and proactively prevents security breaches to guard our websites and systems against intrusion. 

- Unique User ID and Password
You are identified uniquely by your user ID and can only log into the secured portions of the system with your password. Transactions will only be authorized with your valid user ID and password. 

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7. What should I do to ensure security when I am trading online?

- Log out before closing the browser
To ensure that you close the session successfully, you should always log off by clicking “Logout’ on the top right corner before closing the browser. 

- Ensure you have the latest browser version
With the latest browser version, you will have the latest updated security features for that browser. 

- Clear your cache after each session
When you login to our UTRADE Trading Platforms, temporary files are stored in your system's cache. You can clear your cache after each session by following these steps: 

Step 1:  Select "Tools" >> "Internet Options" 

Step 2:  Select "General" tab. 

Step 3:  Click on the "Delete Files" button under the Temporary Internet Files. 

Step 4:  Tick the "Delete all offline content" and click on "OK" 

Step 5:  Click on "OK" and save the changes 

- Avoid sharing or using shared / public computers
Sharing or using shared or public computers to access UTRADE Trading Platforms is a potential security risk on your part. If you use a shared or public computer, ensure that you disable AutoComplete, log out, and clear your cache after your session. 

- Ensure adequate security if on a wireless network
Be certain that the wireless network has been configured to incorporate network security, including but not limited to, data encryption. 

- Check your account regularly
Always check your order history regularly to ensure that all details are updated and there has been no unauthorized access on your account. Please inform us immediately if you suspect unauthorized access on your account.

- Regularly update your contact details
Keep us updated on your latest contact details to facilitate us in contacting you when necessary. 

- Protect your computer against malicious viruses
You are advised to install and update anti-virus software. Do not install software programs from an unknown source. Certain viruses as well as programs may capture sensitive personal data without your knowledge. You can prevent this by constantly updating your anti-virus software and regularly scanning your system. 

- AutoComplete Disabled
The AutoComplete function has been disabled to minimise unauthorised access into the system.

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8. What should I do to protect my password?

- Avoid simple passwords that can be easily guessed such as NRIC numbers, birth dates.

- Use a password that is alphanumeric and avoid sequential numbers e.g. 123456, abcdefg, qwerty. 

- Change password regularly or when you suspect that your password has been discovered or used by others. 

Note: UOBKH will never request for clients to disclose their passwords under any circumstances.

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9. How do I change my user ID and/or password?

You may change your user ID and/or password under 'Account Management'. Upon successful completion, the system will generate a pop-up message to confirm that your user ID and/or password are changed successfully.

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 Second Factor Authentication (2FA)
General
1. What is Second Factor Authentication (2FA)?

Second Factor Authentication or 2FA is the verification of a user and authenticating that he is who he says he is with a unique and randomly generated password, also known as a One-Time PIN (OTP), from a 2FA device that he owns which is linked to his Online Service Provider (in this case UOB Kay Hian).

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2. What is OneKey?

OneKey is the world’s first national second factor authentication device for all users of private and public sector online services provided by Assurity.

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3. Who is Assurity?

Assurity Trusted Solutions Pte Ltd ("Assurity") is a wholly-owned subsidiary of the Info-communications Development Authority of Singapore ("IDA"). It has been set up to operate the National Authentication Framework (NAF) and to provide 2FA services.

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4. Who would require the 2FA device?

All UOB Kay Hian customers who wish to access UTRADE will need to register for the device.

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5. Why did UOB Kay Hian adopt 2FA for UTRADE?

UOB Kay Hian is committed to provide a secure and safe environment for customer performing online trading. With the implementation of 2FA, we aim to provide substantially better security and make it much more difficult for online fraud and mischief to occur.

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6. What is the cut-off date for 2FA registration/linkage?

You can continue to login to UTRADE Web and UTRADE Mobile without a 2FA device until further notice, but are encouraged to register early to ensure a smooth transition. The cut-off date to register for and link your 2FA device will be announced in due course and in advance. Clients who have not linked their 2FA device after this cut-off date will not be able to login.

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Registering, Activating and Linking My 2FA Device
1. How do I obtain my 2FA device?

A) If you’re a Singaporean/PR and do not already have a OneKey token, kindly follow the steps below:

Login to UTRADE Web and click on the Register button which appears on the 2FA Login page. In the pop-up that appears, enter your NRIC number and proceed.

You will be linked to the Assurity registration page and guided through the registration steps. Upon successful confirmation, you will receive the device and PIN mailer through mail at the official local address as per NRIC within three and five working days respectively.
Click here for a step-by-step guide

Alternatively, on-site registration is available at the OneKey Customer Care Centre located at:

International Plaza
10 Anson Road
#06-19 International Plaza 7
Singapore 079903

Registration at the OneKey Customer Care Centre is based on verification and matching of your NRIC, so you will need to be at the Customer Care Centre and have this document with you at the point of registration.

B) If you already have a OneKey token, kindly proceed to link your device to your UTRADE login. (See question 3).

C) If you're a foreigner (including FIN holders) or corporate/institutional client, kindly await our further update on relevant procedures.
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2. How do I activate my 2FA device?

To activate your 2FA device, you will need to visit the OneKey website at www.onekey.sg and click on the Activate Your OneKey Here button. After which, use the device and PIN mailer to log in. Follow the step by step activation process to complete your activation.
Click here for a step-by-step guide.

Alternatively, if you had collected your device at the Customer Care Centre, your activation password would be issued to you at the same time and you may proceed immediately to activate your device at any of the Self Activation Counters available at the Customer Care Centre or you may wish to activate it later at your convenience by following the process mentioned above.

Do note that the activation password sent within the PIN mailer is only valid for 90 days from the date the PIN mailer was issued. If you choose to activate your device after the expiry date, you will need to request for another activation password through the OneKey Customer Care Hotline at (65) 65663539 (OKONEKEY).

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3. How do I link my 2FA device to my UTRADE login?

Step 1: Upon login to UTRADE Web, click on the Link button found on the 2FA Login page.

Step 2: On the 2FA Linkage pop-up that appears,

i) Key in your NAF ID (Username used in the OneKey account)

ii) Input the Device ID that is found at the back of 2FA device on the bottom left

iii) Press the ‘OTP’ button on the front of the 2FA device to retrieve the OTP and input the 8 digit OTP.

iv) Click on the Go button.

You have now successfully linked your 2FA device with UTRADE and would require the 2FA device to generate the OTP upon every login to UTRADE Web or UTRADE Mobile.

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Others
1. When is the use of the 2FA device required?

It is required upon every login to UTRADE Web or UTRADE Mobile.

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2. What happens if the OTP is not accepted?

When the OTP is not accepted, simply press the green ‘OTP’ button on the 2FA device to generate a new OTP.
If the OTP is not accepted after 10 consecutive attempts (inclusive of the number of attempts submitted via other service providers linked to the same device), you will need to contact the OneKey Customer Care Hotline at (65) 65663539 (OKONEKEY) for further assistance to unlock your device.

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3. What if my 2FA device is damaged or lost?

If you’ve lost your 2FA device, please contact the OneKey Customer Care Centre Hotline at (65) 65663539 (OKONEKEY) to suspend* or revoke** your device.

* To suspend means to block the use of your device for a certain period of time and you can re-activate your device for use again.
** To revoke means to terminate the use of your device completely and you will need to purchase a new device to access your account.

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4. What are the fees involved?

The first OneKey device is issued free to all Singapore Citizens and Permanent Residents, but foreigners will need to pay a fee of S$11.
If you have lost your OneKey or wish to replace or purchase another OneKey, you will also need to pay S$11.

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5. What if I have issues/problems with the 2FA device?

Call the OneKey Customer Care Hotline at (65) 65663539 (OKONEKEY) for troubleshooting or enquiries.

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6. Do corporate/institutional accounts require a 2FA device to access UTRADE?

Yes, corporate/institutional accounts will also be required to have a 2FA device to login to UTRADE. More information will be provided in due course.

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7. Why are there multiple buttons on the 2FA device when only the ‘OTP’ button is being used?

The remaining buttons allows UOB Kay Hian to provide you with new security features in future.

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8. Why does UOB Kay Hian not provide a SMS alternative for 2FA?

The OneKey device provides you with a time sensitive OTP which is not dependent on a telecommunication services provider. The SMS alternative will be dependent on the user’s telecommunication service provider’s service level. In addition, the SMS alternative may not work overseas where compatibility issues may arise.

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9. Why does UOB Kay Hian not provide software embedded in mobile phones for 2FA?

2FA is introduced to online trading to provide substantially better security thus making it much more difficult for online fraud and mischief to occur. Software embedded in mobile phones could greatly compromise functionality of 2FA security measures as it is more prone to hacking.

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10. What is the lifespan and durability of the 2FA device?

The device can typically be used for five years.

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11. What if I had accidentally pressed the OTP button on the 2FA device although I am not logging in?

This does not matter as the OTP generated by the 2FA device is randomly generated and will not affect your subsequent login.

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Whilst care and effort has been taken to ensure the accuracy of the information provided herein, UOB Kay Hian Pte Ltd does not warrant the information expressed or implied is absolutely true, correct, timely or fit for any particular purpose or use. We are not liable for any loss or damage arising from the use of this information. Use of this site may involve the electronic transmission of personal financial information. Using this site is consent to such transmission of this information; such consent is effective at all times when using this site. UOB Kay Hian Pte Ltd utilizes 128-bit browser encryption as a security standard. Usage of UOB Kay Hian Internet Trading constitutes agreement of the Terms and Conditions Governing Internet Trading. Please read it carefully before you invest. Certain information displayed on this site are links from public domain sites; if we have in any way violated any copyrights and other proprietary rights, kindly inform us immediately and we will remove the indicated content from this web-site.

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