The Home screen presents you with a consolidated summary of your accounts, including:

• Account Balances
• Daily Exchange Rates
• Currency Converter

To return to your Home screen, click the at the top of the screen.

To customize your Home screen, click the in the upper right corner of your screen and select Dashboard Personalization.

To create nicknames for your accounts, click the in the upper right corner of your screen and select Account Personalization.

You can also define the order in which your accounts are listed throughout eBanking using the Priority column.

You can maintain quick access to your favorite functions using the Favourites Links section.

To choose your Favourites, click the in the upper right corner of your screen and select Manage Favourites.

At this time, eBanking is only available in English. Please be patient with us as we work on additional language support in the future.

To change your phone number, click the in the upper right corner of your screen and select Update User Details.

Enter your new phone number, select its Country Code, and click Get verification code. You will receive an SMS message with the verification code. Enter the code and click Submit.

What is Two-Factor Authentication?

Logging into your eBanking and authenticating transactions requires a one-time code, also known as Two-Factor Authentication (2FA). We provide two types of 2FA:

• SMS Verification: Sends a text message to your phone number of choice.
• Mobile OTP (mOTP): An iOS and Android application that generates one-time codes, replacing SMS Verification.

SMS Verification is enabled by default, and required when you log into eBanking for the first time. However, please upgrade to mOTP as soon as possible, as it is more secure and convenient for you.

How to configure mOTP on your device:

1. Download the application on the Apple or Google Play App Stores, depending on your device.
   
   
2. Login to Euro Pacific eBanking, select the in the top right hand navigation, and choose mOTP Activation.
   
3. Install the mOTP App on your device and login to the application using your eBanking username and password.
   
4. Select the Serial No. tab in the bottom navigation bar of the App and enter the unique serial number on the mOTP Activation page in your eBanking.
5. Navigate back to the I-TAN tab in your App and enter the most recent code into Insert mOTP Code in eBanking.
   
6. Submit the form in eBanking, confirm, and the App will be registered.

Once the App has been registered in eBanking, SMS Verification will be automatically disabled and replaced with mOTP. Future verification code requests in eBanking will require the code from your device’s mOTP App.

You can manage all the devices authorized to log into your eBanking. Click Manage Device in the icon to view your devices.

Your devices are separated into two types:

• Saved Devices
• Blocked Devices

Whenever you log into eBanking from a non-Saved Device, you are presented with the option to save it. If you save the device, it will be listed under Saved Devices, which are whitelisted devices known to you and used routinely to log into eBanking.

Each time you login from an unknown device, you will be notified via email and/or SMS and are presented with the option to block that device. These devices will be listed under Blocked Devices.

You can manage which actions in eBanking you will receive email and SMS Alerts for. Some Alerts may be set by the Bank administrator as mandatory, and therefore cannot be modified or disabled.

Some of the SMS and email Alerts you’ll be able to manage include:

• New Customer Message
• International Transfer
• Pending Authorization
• Card Top Up
• Support Center Cases
• and more

Manage your alerts by clicking the and selecting Manage Alerts.

You can change the password used to log into eBanking. For your security, the password must meet all of the following criteria:

• Must be at least 10 characters long.
• Must contain at least one number (0-9).
• Must contain at least one upper case letter (A-Z).
• Must contain at least one lower case letter (a-z).

Change your password by clicking the and selecting Change Password.

You can change the Security Questions used to validate your identity when logging into eBanking.

Change your Security Questions by clicking the and selecting Change Security Questions.

Answer at least three questions of your choice and click Send me a SMS code. Enter the provided code to validate and save your changes.

If your Euro Pacific Bank account has multiple eBanking users, you have the ability to change each user’s Permission Levels based on your security requirements.

The most common Permissions Level change is requiring a secondary user to authorize transactions, also known as “dual authorization”.

Please follow these instructions to adjust each user’s Permission Levels for these supported transaction types: International, Between Own Accounts, other Euro Pacific User, and Card Top Up.

Change User Permissions Form

1. Download and complete the Change User Permissions form. Once complete, please send it to us via Support Center case.

2. If you need assistance completing the form, feel free to Schedule a Call with our Client Services team.

3. Please note that this form supports most permissions scenarios, but not all. If you need more specialized Permission Levels, please contact us for changes on demand.

Request your transaction

Once we have processed your Change User Permissions request, you may submit a transaction to “test” your new permissions. For example, if User A only has input authority and User B has Approve Only or Full Access, please have User A submit the transaction and User B login to approve the transaction.

User B can approve the requested transaction using the instructions below.

Authorize your transaction

If a transaction was submitted pending authorization of another user, the approving user should follow the instructions below:

1. Log into your eBanking and click Pending Authorization on the in the upper right corner of your screen.

2. Select the appropriate account and then click to retrieve your transaction data.

3. Your transactions Pending Authorization should be listed, and you can approve or decline them by clicking the buttons under the Action column. Click the arrow on the right of the transaction to expand and view the transaction in its entirety.

4. Once you have made your approve and decline decisions, click the Submit button.

5. Finally, click Confirm.

A Case is a secure and organized conversation between you and our dedicated customer service team, Client Services.

You can create a Case in your eBanking by clicking the in the upper right corner of your screen and further clicking Support Center.

Click Create New Case.

Note: The eBanking Support Center has replaced Messages as the primary method of communicating with us. However, the Messages module will remain available so we can send informational updates and notices to you, as well as for you to read previous message threads.

You can view all of your Cases in your eBanking by clicking the in the upper right corner of your screen and further clicking Support Center.

Click All Cases to view all your Pending and Resolved Cases.

Click the Case ID to open the Case.

Inside Support Center, click the Requires Action tab to view all cases that require your action, for example providing documentation or an explanation.

Click the Case ID to view your case’s status and your outstanding action items in the Required Actions tab.

In each Required Action, you will find:

• Initial Case Information – this is an overview of what is needed from you
• Case Comments – this is a list of past comments
• Attachments – files pertaining to the case, if any
• Comments for Bank Associate – draft your reply here

The Accounts Overview lists all of your accounts, balances, and possible actions. It is separated by account type, composed of:

• Current Accounts
• Brokerage Accounts
• Card Accounts

The Accounts Overview can be found in the Accounts menu.

Clicking the icon next to each account displays several available actions, which vary based on the account type.

Actions available for Currency Accounts:

• Make a Transfer
• View Transaction History
• View Account Details
• View Electronic Statements

Actions available for Brokerage Accounts:

• Transfer Out
• Transfer In
• View Account Details
• Open Trading Platform
• View External Positions

Actions available for Bank Cards:

• Top-up Card
• Block/Unblock Card
• Report Lost or Stolen Card
• New PIN Request
• View Transaction History
• Card Account Details

The Transaction History screen presents a list of all transactions made per account.

It can be found in History in the Accounts menu.

Define your search criteria and then click to retrieve your transaction data.

The Online Transaction Status screen presents all transactions and activities, whether Pending or Completed.

Define your search criteria by account(s) and period. More advanced filtering options are available by clicking Filter Options.

View and download your official account statements by clicking E-statements in the Accounts menu.

Define your search criteria by account and period, and click .

Please use these standard incoming wiring instructions. We recommend you bookmark and reference the link, as opposed to saving it as a PDF, to ensure you have the most up-to-date instructions.

Once the funds arrive in your Euro Pacific Bank account, you may be asked to fulfill standard due diligence requirements, in compliance with international regulations.

Send an international SWIFT transfer by clicking International in the Transfer menu.

A list of Saved Beneficiaries is presented. If you are transferring to a Saved Beneficiary, please proceed to the next empty field.

If you are transferring to a new destination, select New Beneficiary.

You will be asked to complete the rest of these fields:

• Beneficiary Name
• Account Number/IBAN
• BIC/SWIFT
• Amount
• Currency
• Transaction Date
• Transaction Description
• Charges to be paid (OUR, SHA, BEN)
• Reason for Transfer
• Supporting Documentation
• Recurring

Transfer between your own accounts by clicking Between Own Accounts in the Transfer menu.

You will be required to input:

• The currency of the transfer, displayed next to the Amount field.
• The Transaction Date. The current date is set by default. A future date can be set up to 90 days after the current date.
• You have the option of setting up your transfer as Recurring. If enabled, additional fields are loaded for your input.

Click Submit to request the transaction. You can check the status of your transaction in the Online Transaction Status under the Activities menu.

Transfers to/from your Euro Pacific Trader (EPT) brokerage accounts are done by clicking Between Own Accounts in the Transfer menu.

1. Select your From Account, which is the bank account you’d like to use to fund your EPT account.

2. Select your To Account, which is your EPT account.

Please note that you may have multiple EPT accounts to choose from, all in different currencies. Please select the EPT account in the currency that you would like to fund.

3. If you would like to fund a certain currency but do not have an EPT account in that currency, please go to your Messages and create a case stating you’d like to have that currency enabled for EPT funding.

For example, if you’d like to fund your EPT with HKD for the first time, you must ask us to enable your eBanking to allow HKD funding of your EPT.

4. Next, you will be required to input:

• The currency of the transfer, displayed next to the Amount field.
• The Transaction Date. The current date is set by default. A future date can be set up to 90 days after the current date.
• You have the option of setting up your transfer as Recurring. If enabled, additional fields are loaded for your input.

5. Click Submit to request the transaction. You can check the status of your transaction in the Online Transaction Status under the Activities menu.

Transfer funds to another user’s Euro Pacific Bank account by clicking Euro Pacific Accounts in the Transfer menu.

A list of Saved Beneficiaries is presented. If you are transferring to a Saved Beneficiary, please proceed to the next empty field.

If you are transferring to a new destination, select New Beneficiary.

You will be asked to complete the rest of these fields:

• Beneficiary Name
• Beneficiary’s Euro Pacific Bank account number
• Amount
• Transaction Date
• Description
• Reason for Transfer
• Supporting Documentation

Create new recurring transactions, view a list of existing ones, and amend them from the Recurring Transactions screen in the Transfers menu.

The Recurring Transactions Maintenance page presents you with a list of your Recurring Transactions and the option to create, update, or cancel them.

Only active Recurring Transactions are displayed. Expired records are not displayed.

One of eBanking’s newest features, Mass Payments allows you to make bulk transfers for transfer types International, Between Own Accounts, and other Euro Pacific Account, as well as bulk Card Top Up.

This means that you’ll be able to request transfers to multiple accounts and/or beneficiaries simultaneously using a CSV file.

Prepare your Mass Payment Form

1. Download the CSV file for your intended Mass Payment type:

• International
• Between Own Accounts
• Euro Pacific Accounts
• Card Top Up

2. Complete your form by overwriting the example text. Here are some important considerations for each form:

International

• Column A: Please ensure the transfer code “T_INT” is included in every row that contains data.
• Column F: Two-digit country code.
• Column G: Beneficiary Bank BIC code without the “XXX” at the end, the way it is displayed in the standard International Transfers BIC lookup screen.
• Column H: Intermediary Bank BIC code (if applicable) without the “XXX” at the end, the way it is displayed in the standard International Transfers BIC lookup screen.
• Column I: Transfer amount in numerical form based on your eBanking user preferences, e.g. 1000.00 or 1000,00
• Column J: Three-digit currency code of the payment.
• Column K: Charging Code should be OUR, BEN, or SHA only.
• Columns L-O: Optional Reference lines 1-4. Maximum of 35 characters per line. This information will be added to your transfer’s SWIFT Reference section.
• Column P: Please complete this mandatory Reason for Transfer field for compliance purposes.

Between Own Accounts

• Column A: Please ensure the transfer code “T_OWN” is included in every row that contains data.
• Column C: Transfer amount in numerical form based on your eBanking user preferences, e.g. 1000.00 or 1000,00
• Column D: Three-digit currency code of the payment.
• Column E: Optional description text.

Euro Pacific Accounts

• Column A: Please ensure the transfer code “T_OTH” is included in every row that contains data.
• Column D: Transfer amount in numerical form based on your eBanking user preferences, e.g. 1000.00 or 1000,00
• Column E: Three-digit currency code of the payment.
• Column F: Optional description text.
• Column G: Please complete this mandatory Reason for Transfer field for compliance purposes.

Card Top Up

• Column A: Please ensure the transfer code “T_CTU” is included in every row that contains data.
• Column C: Optional description text.
• Column D: Transfer amount in numerical form based on your eBanking user preferences, e.g. 1000.00 or 1000,00
• Column E: Three-digit currency code of the payment.

3. Save the form.

Request your Mass Payment

1. Inside your eBanking Transfers menu, click Mass Payments.

2. Select your From Account.

3. Select the File Type, which is CSV by default.

4. Add optional Description text, which will be recorded in your transaction History and E-statements.

5. Upload your file and click Submit.

Authorize your Mass Payment (if applicable)

If your eBanking permissions require an Approver to authorize the Mass Payment request, please follow the procedures below.

1. Once your Mass Payment form has been uploaded and submitted, the Approver signs into their eBanking and opens the Batch Authorization page. Find Batch Authorization by clicking the in the upper right corner of your screen.

2. On the Batch Authorization page, search for the bank account where the Mass Payment was requested from.

3. In the results, find your Mass Payment and click the button under the View column. This will display your Mass Payment, itemized by transaction.

4. You may now individually Approve or Decline each payment by clicking the check mark under the Actions column.

5. Once you have reviewed all payments and approved/declined them accordingly, click the Submit button. Click Confirm to finalize.

Check your Mass Payment Status

Mass Payments currently require a manual bank approval during bank business hours.

1. To check the status of your Mass Payment, click on Batch Transaction Status under the Activities menu.

2. Select the appropriate Account and Period and click to retrieve your transaction data.

3. Your Mass Payment(s) will be displayed accordingly. Click the icon under the Actions column to view the status of the transaction.

When transferring funds to a third party, eBanking allows you to save and maintain the Beneficiary information for future payments. Beneficiaries can be created in advance or when the transfer is requested.

When the third party transfer is requested, you’ll be able to select the Beneficiary from a list of Saved Beneficiaries.

View the Beneficiaries screen by clicking Beneficiaries in the Transfer menu.

Pay your current account maintenance fees by clicking Payment in the Transfer menu.

You will be required to input:

• The type of Service/Fee, which would be Maintenance Fees (Individual) or Maintenance Fees (Corporate)
• The payment method of Bank Account or Credit Card
• The current account the payment is for

Click Submit to initiate the payment. You can check the status of your payment in Online Transaction Status under the Activities menu.

After we process your payment, you will see the transaction in your History, found in the Accounts menu.