First Shanghai Securities Ltd|2FA

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Customer Support

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Securities
Futures

1. What is Two-Factor Authentication (“2FA”)?
Two-Factor Authentication uses a combination of two different factors to verify a user’s identity, hence, it will provide extra protection for your online transactions.

The first step of authentication requires clients to enter the login ID and password, and the second step requires clients to enter a One-Time Password (“OTP”) which is sent to client’s registered mobile number or obtained from First Shanghai Mobile Token. After completing the above two steps, clients can login to their online Securities trading account (“Account”). For more detailed information on First Shanghai Mobile Token, please refer to “FAQs – First Shanghai Mobile Token” section.

2. Why introduce 2FA for online trading? What is the benefit？
2FA can reduce and mitigate hacking risks associated with internet trading, thus offering additional protection for online securities transaction.

For more detailed information about 2FA, please refer to “the Chin Family” website managed by the Investor Education Centre (IEC): https://www.thechinfamily.hk/web/en/tools-and-resources/hot-topics/2fa-security.html.

3. Can I opt out of 2FA？
No. Securities and Futures Commission (“SFC”) issued Guidelines for Reducing and Mitigating Hacking Risks Associated with Internet Trading on 27 October 2017, requiring all licensed or registered persons engaged in internet trading to implement 20 baseline requirements to enhance their cybersecurity resilience and to reduce and mitigate hacking risks. All licensed or registered persons are required to implement two-factor authentication by 27 April 2018, while all other requirements will take effect on 27 July 2018.

For more detailed information about “Guidelines for Reducing and Mitigating Hacking Risks Associated with Internet Trading” please refer to the following link of SFC.
https://www.sfc.hk/edistributionWeb/gateway/EN/news-and-announcements/news/doc?refNo=17PR133

4. When will First Shanghai Securities implement 2FA？
The implementation date of 2FA is 27 April 2018, 5 p.m.

5. Are there any changes to the current online trading services after implementing 2FA？
No, there are no changes to the current online trading services, except for the following 3 new functions.
1. Every time you login to your account, you need to enter an OTP which is sent to your registered mobile number or obtained from First Shanghai Mobile Token for a second verification step.
2. Every time you login to your account, a login notification will be sent to your registered email.
3. After trade execution, the relevant notification of trade will be sent to your registered email.

6. What do I need to prepare for 2FA?
Please ensure that your correspondence address, email address and mobile phone number registered with us are accurate in order to receive the OTP, SMS, email and First Shanghai Mobile Token sent by us from time to time.

7. What can I do if I need to place order but login failed?
Please contact our Trading Hotline immediately at (852) 2532 1928 / 400 882 1066 (toll free).

8. How can I obtain the One-Time Password (“OTP”)?
The one-time password is sent to your registered mobile number via SMS by default. Alternatively, you can also choose to obtain OTP using First Shanghai Mobile Token.

9. How can I change the method of obtaining OTP？
If you would like to change the method of obtaining OTP from SMS to First Shanghai Mobile Token, please login to your account through our website https://www.mystockhk.com, follow the steps of pop-up window to install First Shanghai Mobile Token and register account. Conversely, you can contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to make the change.

10. Do I need to register a mobile number and email address to obtain OTP？
Yes, all online Securities trading clients have to register a valid mobile number and email address to obtain an OTP and other notifications such as login and trade execution.

11. What should I do if my account does not have a registered mobile number and email address？
Please go to our website https://www.mystockhk.com, click on Customer Support > Useful Forms > Others > Change of Client’s Particulars Form. After downloading and completing the form, please fax to (852)2537 6911 or email to cs@mystockhk.com or mail to 19/F, Wing On House, 71 Des Voeux Road Central, Hong Kong, Attention: Customer Service Department. Our CS staff will then contact you shortly to confirm the changes. After that, your account information will be updated.

12. Can I receive an OTP SMS if I am overseas?
Yes, OTP will be sent to your registered mobile number regardless where you are. Please ensure your service provider allow you to receive SMS overseas.

13. Can I register more than one mobile number to receive OTP SMS？
Yes, if you want to register more than one mobile number to receive OTP SMS, please fill in the “Change of Client’s Particulars Form”.

14. How long is OTP SMS valid？
The OTP is valid for 5 minutes from the time it was generated.

15. Why the system is unable to accept the OTP SMS I entered？
For security reasons, the randomly generated 4-digit OTP is only valid for 5 minutes. If you enter an expired/incorrect OTP, you will receive an error message. Please login again to receive a new OTP. If you have entered an incorrect OTP for more than a number of times, you will no longer be able to login to your online trading account. Should you need any assistance, please contact our Customer Service Hotline at (852) 2532 1580 / 400 882 1055 (toll free).

16. What should I do if I do not receive OTP via SMS?
If you do not receive the OTP within 5 minute, please login again to receive a new OTP. Should you need any assistance, please contact our Customer Service Hotline at (852) 2532 1580 / 400 882 1055 (toll free).

17. Is there any impact on receiving OTP SMS if the SIM card or mobile phone number on my registered device is changed?
OTP will be sent to your registered mobile phone number. If your new mobile number is not registered in our records, you will not receive OTP.

18. What should I do if I lost my mobile phone？
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.

19. What should I do if I do not login to my account but receive an SMS/Email containing an OTP or login notification？
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.

20. What is First Shanghai Mobile Token?
First Shanghai Mobile token is a mobile app launched by us for 2FA service. Instead of receiving SMS OTP, clients can obtain OTP from First Shanghai Mobile Token.

21. What is the benefit of using First Shanghai Mobile Token to obtain OTP？
First Shanghai Mobile Token can obtain OTP without internet connection. You can enjoy access to our online service anytime and anywhere without the need to wait for SMS OTP and network connection.

22. Which devices are First Shanghai Mobile Token available on?
First Shanghai Mobile Token is supported on mobile device with Android OS version 4.4 or above and Apple iPhone with iOS version 9 or above.

23. Where can I download First Shanghai Mobile Token？
First Shanghai Mobile Token App is coming soon. You can download the App from our website https://www.mystockhk.com/category.aspx?NodeID=188 later on.

24. How do I register account on First Shanghai Mobile Token？
When you open First Shanghai Mobile Token App for the first time, it is required to set a password and/or fingerprint (if applicable) for the app. You need to use this password or fingerprint to open the App.

For account registration, please select “Token Registration” on the App, then entering your account’s login ID, password and identity number, and then select “Proceed”. We will send an OTP to your registered email address for a second verification step, entering this OTP and select “Proceed” to complete the account registration. You can select “Token List” on First Shanghai Mobile Token to obtain OTP afterwards.

25. Can I register more than one email to receive OTP email for account registration on First Shanghai Mobile Token？
Yes, if you want to register more than one email to receive OTP email, please fill in the “Change of Client’s Particulars Form”.

26. Why do I have to set up First Shanghai Mobile Token password？
To help prevent anyone else using your mobile device to perform login, you will be asked to setup a password for First Shanghai Mobile Token. Please be noticed that you need to enter password when First Shanghai Mobile Token is locked. The Auto lock time can be adjusted at the setting page of First Shanghai Mobile Token.

27. How long is OTP valid which is obtained from First Shanghai Mobile Token？
The OTP is valid for 1 minute.

28. Why the system is unable to accept the OTP I obtained from First Shanghai Mobile Token？
Please check and rectify the time setting of your mobile device (“Set Automatically” should be turned ON), and restart First Shanghai Mobile Token after the time adjustment. If you have entered an incorrect OTP for more than a number of times, you will no longer be able to login to your online trading account. Should you need any assistance, please contact our Customer Service Hotline at (852) 2532 1580 / 400 882 1055 (toll free).

29. Why does system indicate that my Two-Factor Authentication with First Shanghai Mobile Token service is not activated upon registration？
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to activate First Shanghai Mobile Token service.

30. Is there any impact on OTP obtained from First Shanghai Mobile Token if the SIM card or mobile phone number on my registered device is changed？
There will be no impact, even if the SIM card or mobile phone number on your registered device is changed.

31. Can I obtain an OTP from First Shanghai Mobile Token if I am overseas?
Yes, First Shanghai Mobile Token still can obtain OTP regardless where you are.

32. If I have multiple accounts with First Shanghai Securities, can I register my accounts using the same device?？
Yes, you can register multiple accounts on the same device.

33. Can I register my account on multiple devices?
For security reason, each account can only be registered on ONE device. If you register your account repeatedly on other device, the previous device will be invalid instantly.

34. What should I do if I forgot my First Shanghai Mobile Token password?
You have to remove the First Shanghai Mobile Token on your mobile device first, and then download, install and register account once again. Please be noticed that for security reason, all the registered account(s) will be deleted. Please re-register again after new installation.

35. How to remove my registered account on my First Shanghai Mobile Token?
Select “Token List” on First Shanghai Mobile Token, and then select “Pencil” button at the upper-right corner, select “-” in front of the account to be deleted, enter your First Shanghai Mobile Token password or use fingerprint authentication to confirm.

36. What should I do when I want to change my mobile device?
You are recommended to uninstall First Shanghai Mobile Token at your old mobile device. Then please re-install First Shanghai Mobile Token and re-register First Shanghai Mobile Token at your new mobile phone.

37. Why First Shanghai Mobile Token cannot be installed on a jailbroken/rooted device?
Since your device is jailbroken/rooted, your device may be less secure and may lead to fraudulent transactions. For security reasons and to protect your interest, please use another non-jailbroken/rooted device to install First Shanghai Mobile Token again.

38. Can I restore the registered account(s) from the backup of the phone?
Please be noticed that for security reason, all the registered account(s) will not be restored. Please setup the password and re-register again after the phone restoration.

39. What should I do if I lost my installed First Shanghai Mobile Token mobile device？
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.

40. What should I do if I do not login to my account but receive an SMS/Email containing an OTP or login notification？
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.

The first step of authentication requires clients to provide the login ID and password, and the second step requires clients to use the registered device such as PC, mobile phone and tablet. After completing the above two steps, clients can login to their online Futures trading account (“Account”). For more detailed information on device registration for an account, please refer to Question 8 of FAQs - Device Registration and One-Time Authentication Code.

2. Why introduce 2FA for online trading? What is the benefit?
2FA can reduce and mitigate hacking risks associated with internet trading, thus offering additional protection for online securities transaction.

For more detailed information about 2FA, please refer to the following link of Investor Education Center.
https://www.thechinfamily.hk/web/en/tools-and-resources/hot-topics/2fa-security.html

3. Can I opt out of 2FA?
No. Securities and Futures Commission (“SFC”) issued Guidelines for Reducing and Mitigating Hacking Risks Associated with Internet Trading on 27 October 2017, requiring all licensed or registered persons engaged in internet trading to implement 20 baseline requirements to enhance their cybersecurity resilience and to reduce and mitigate hacking risks.

All licensed or registered persons are required to implement two-factor authentication by 27 April 2018, while all other requirements will take effect on 27 July 2018.

4. When will First Shanghai Futures implement 2FA?
The implementation date of 2FA for futures trading is 16 April 2018.

5. Are there any changes to the current online trading services after implementing 2FA?
No, there are no changes to the current online trading services, except for the following 3 new functions.
1. When logging into account by using a new device such as PC, mobile phone and tablet, you need to enter a One-Time Authentication Code (sent via SMS and email) to register the new device.
2. Every time you login to your account, a Login notification will be sent to your registered email.
3. After trade execution, the relevant notification of trade will be sent to your registered email.

6. Is there any additional software needed to install for using First Shanghai Futures online trading services?
There is no need to install additional software. You can use our online trading system - SP Trader as usual.

7. What can I do if I need to place order but login failed?
Please contact our Trading Hotline immediately at (852) 2532 1988 / 400 882 1088 (toll free).

8. How do I register a device such as PC, mobile phone and tablet for my online Futures trading account (“Account”)?
After entering your login ID and password in the login page and click on “Login”, our system will check if your device is registered. If your device has not been registered, you will receive a One-Time Authentication Code via SMS and email for a second verification step. Please enter this code and click on “Confirm” to register this device for your account. In future, if you login to your Account by using this device, you won't be asked for a second verification step again. You just need to enter your login ID and password to login to your account. However, if a new non-registered device is used, you will be asked for a second verification step.

9. Do I need to register a mobile number and email address to receive One-Time Authentication Code?
Yes, all online futures trading clients have to register a valid mobile number and email address to receive a One-Time Authentication Code.

10. What should I do if my account does not have a registered mobile number and email address?
Please go to our website https://www.mystockhk.com/enindex.aspx, click on Customer Support > Useful Forms > Others > Change of Client’s Particulars Form. After downloading and completing the form, please fax to (852)2537 6911 or email to cs@mystockhk.com or mail to 19/F, Wing On House, 71 Des Voeus Road Central, Hong Kong, Attention: Customer Service Department. Our CS staff will then contact you shortly to confirm the changes. After that, your account information will be updated.

11. How many mobile number and email address can be registered for receiving One-Time Authentication Code?
Each individual / joint / corporate account can only register one mobile number and email address for receiving One-Time Authentication Code.

12. Can I receive One-Time Authentication Code in overseas?
One-Time Authentication Code will be sent to your registered mobile number and email address regardless where you are. Please ensure your service provider allow you to receive SMS and email overseas.

13. Is there any impact if the SIM card or mobile phone number on my registered device is changed?
Since the One-Time Authentication Code is bound to your mobile device instead of your SIM card, changing your SIM card or mobile number will not have any impact.

14. How long is One-Time Authentication Code valid?
The code is valid for 5 minutes from the time it was generated.

15. Why the system is unable to accept the One-Time Authentication Code I entered?
For security reasons, the randomly generated 4-digit One-Time Authentication Code is only valid for 5 minutes. If you enter an expired/incorrect code, you will receive a error message. Please click on the “Resend Authentication Code” on the Two Factor Authentication page to generate a new code. Should you have any assistance, please contact our Customer Service Hotline at (852) 2532 1580 / 400 882 1055 (toll free).

16. What should I do when the screen display “Input wrong Authentication Code more times, please login again later”?
In this case, you can use other registered device to login to the Futures account, or try to click the “Resend Authentication Code” on the Two Factor Authentication page to generate a new code after 5 minutes.

17. What should I do if I do not receive a One- Time Authentication Code?
If you do not receive the code within 1 minute, please click on the “Resend Authentication Code” to generate a new code. Should you have any assistance, please contact our Customer Service Hotline at (852) 2532 1580 / 400 882 1055 (toll free).

18. I have multiple accounts with First Shanghai Futures, can I register the same device to my accounts?
Yes, there is no limitation. Same device can be registered to multiple accounts.

19. How many devices can be registered for each account?
You can have up to 5 devices registered to the same account.

20. If the number of registered devices has reached the maximum limit, how to register a new device for an account?
If your account has registered 5 devices, you have to remove some of the registered device(s) so as to register a new one.

21. How do I remove the registered device from my account?
After logging in to your account, click on “File” in PC / “Menu” in Mobile device > “Device Security Management” > Select the device you want to remove and then click “Confirm”.

22. What should I do if the registered device is lost or stolen?
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.

23. What should I do if I do not login to my account but receive an SMS/Email containing a One-Time Authentication Code or login notification?
Please contact our Customer Service Hotline immediately at (852) 2532 1580 / 400 882 1055 (toll free) to suspend your online trading service.