Frequently Asked Questions

UOB Infinity is UOB’s digital banking platform for businesses. The platform offers a comprehensive suite of cash management and trade services to help you manage your cash and trade transactions more efficiently.

Yes, UOB Infinity is available 24/7. However, some transactions may be subject to processing hours. For transaction processing hours, click here.

Yes, as long as you have Internet access while you are overseas, you will be able to access UOB Infinity anytime, anywhere.

Yes, you can access UOB Infinity via the UOB Infinity mobile app. You can download the mobile app from the App Store (for iPhones) or Play Store (for Android phones).

With the UOB Infinity mobile app, you can access your business account, make payments and authorise transactions anytime, anywhere.

Alternatively, you can access UOB Infinity using the browser from your mobile phone or tablet.

UOB Infinity offers new features to help you navigate and complete your tasks faster and more efficiently. With UOB Infinity, you will be able to:

1. Personalise your dashboard and access information that matters most to you quickly.
2. Access any function in just one click.
3. Authenticate cash transactions anytime, anywhere without a physical token.
4. Track end-to-end status of cross-border payments and enjoy visibility of all fees and charges.

No new login credentials are required. You can use the same login credentials for BIBPlus to access UOB Infinity.

Both UOB Infinity and BIBPlus will run concurrently to give users time to get used to the new user interface on UOB Infinity. All transactions, templates, past payments, drafts and payee/beneficiary master will be available on both platforms.

The companies that have a corporate account with UOB are eligible to apply for UOB Infinity.

For more information on UOB corporate accounts, please visit our website or the nearest UOB branch to your convenience.

You will only need to apply for UOB Infinity if you are not an existing BIBPlus user. You may select "Apply Now" and follow the instructions to download the appropriate form.

Please contact your relationship manager or call us at 24-hour UOB Contact Centre:

It takes the Bank up to 4 working days from the receipt of your application and all required documents to process your application. Upon successful creation of your user ID, the Bank will send an email and SMS to the email address and contact number respectively as indicated on your UOB Infinity application. Please ensure that the email address and contact number provided in the application form is correct.

At the moment, we can only send SMS notification (for account activation, password reset and digital token registration/activation) to the mobile number originated from the following countries/regions (based on alphabetical order):

1. Australia
2. Brunei
3. Canada
4. China
5. France
6. Hong Kong
7. India
8. Indonesia
9. Japan
10. Malaysia
11. Myanmar
12. Philippines
13. Singapore
14. South Korea
15. Taiwan
16. Thailand
17. United Kingdom
18. United States
19. Vietnam

We will be enhancing our service to cover more countries/regions.

Optional services such as MT103 and Duitnow QR are chargeable.

Fees and charges related to product and services such as Duitnow and Telegraphic Transfers will continue to apply. For a full list of fees and charges, please click here.

Your Company Administrator will be able to create/add users and assign different functional and data access privileges to different users. However, the Company Administrator cannot create/add other Company Administrators and/or Authorisers.

To create/add Administrator and Authoriser access, please submit a maintenance form.

To link/add more accounts, please submit a maintenance form.

To subscribe to more UOB Infinity services such as bulk payment/payroll/collection, MT103 copy and trade services, please submit a maintenance form.

Please visit your nearest UOB branch to request the data. Fees may apply.

For a step-by-step guide, you can access the user guide by clicking the question mark icon () located at the top left of the screen.

You can approve a payment instruction from:

• Dashboard – In “My Tasks” widget, the five most recent transactions requiring your approval will be listed; OR
• My Tasks – From the top menu bar, select My Tasks to view the full list of requests requiring your approval

If you need a step-by-step guide, please log in to UOB Infinity, click the user icon () at the top menu bar and click "Need Help?".

To set up or update your approval mandate, or change the authorisers’ authorisation groups, please submit a maintenance form.

Every monetary transaction can only be approved according to the approval mandate in the authorisation profile. In addition, you can also set up the following limit controls:

UOB Infinity offers a more efficient way for the authorisers to approve transactions via mobile phone, which is using UOB Infinity mobile app. Unlike BIBPlus Mobile, authorisers can now approve both single and bulk transactions via UOB Infinity mobile app.

You can check the transaction status by selecting Accounts > Approval Status from the top menu bar.

Approval Status provides a consolidated view of all transaction statuses in a single location. The transactions are classified by their status for easy reference:

• All (white) - all transactions regardless of status
• Pending (orange) - transactions that have not been submitted/sent to the Bank
• Sent to Bank (blue) - transactions that have been submitted to the Bank but have not been processed
• Rejected (red) – transactions that have been rejected or bulk transactions that have been partially rejected
• Successful (green) – transactions that have been successfully processed by the Bank

In addition, the Company Administrator can also set up email or SMS alerts to notify the transaction makers and/or authorisers when a transaction has been successfully processed or rejected.

Yes, you can track your cross-border and cross-currency transactions from “Track Payments (SWIFT gpi)”. To access “Track Payments (SWIFT gpi), from the top menu bar, select Pay & Transfer > Track Payments (SWIFT gpi).

This feature allows users to do end-to-end tracking of their incoming/outgoing cross-border payments, which includes Telegraphic Transfers/RENTAS. There is no cost to using Track Payments (SWIFT gpi).

SWIFT Global Payment Innovation (SWIFT gpi) is a service offered by SWIFT, aimed at transforming the customer experience in tracking cross-border payments. SWIFT is a global provider of secure financial messaging services.

Yes, you can track telegraphic transfers submitted over the counter as long as you know the originating account number of the payments.

The blue column indicates where the payment is at currently.

A coloured circle can be found on top of each bank’s column indicating the status of the transaction at each bank:

• Green - Completed
• Orange - In Progress / On Hold
• Red - Rejected
• Grey – Not traceable (e.g. the payment has reached a non-SWIFT bank)

Yes, you can export the transaction details as a PDF or CSV file. The CSV file format is only applicable for bulk transactions. For the PDF file format, you can choose to export the transaction details with or without the audit trail information.

Please be noted this is for payment details export. If you want to download account statement details, please refer to the procedure under "Accounts" FAQ menu.

To export transaction details:

1. From the top menu bar, select Accounts > Approval Status
2. Search for the transaction 
3. From the action menu (), select “View Details” 
4. Select “Export” at the top right of the transaction details

For single transactions:

• If you export as “PDF”, you will be able to download the file immediately.
• If you export as “PDF with Audit Trail”, you will receive an email notification when the file is ready to be downloaded. To download, from the top menu bar, select Accounts > Download Reports. Select “User Generated” tab > click the download icon for the transaction.

For bulk transactions:

• You will receive an email notification when the file is ready to be downloaded. To download, from the top menu bar, select Accounts > Download Reports. Select “User Generated” tab > click the download icon for the transaction.

Please be noted this is for payment details export. If you want to download account statement details, please refer to the procedure under "Accounts" FAQ menu.

Yes, there are debit/ credit advices generated for Telegraphic Transfers and RENTAS. To locate the advice, from top menu bar:

1. Select Accounts > Account Activities 

2. Select the account number and date range (when the outgoing/incoming Telegraphic Transfer occurred).
3. To download, click the icon available at the “Advice” column

You can also view and export the inward remittance details using the same steps.

If you are subscribing to other reconciliation/statement reports (e.g. MT940), you can request for the report to be made available in UOB Infinity through your relationship manager or by visiting the nearest UOB branch.

To download the report:

1. From the top menu bar, select Accounts > Download Reports
2. Click the icon under the “Downloads” column.

Yes, you can create / generate the QR code to allow your clients to pay using Duitnow. This feature is available on both UOB Infinity platforms (web browser and mobile app).

Please note that you will need to register for UOB Duitnow QR before you can collect funds from your clients using the QR code.

You can register for UOB Duitnow QR in UOB Infinity via your web browser.

1. From the top menu bar, select Services
2. Select Manage Duitnow QR

Yes, you can utilise your existing FX contracts when you submit cross-currency payments. To utilise existing FX contracts when initiating cross-currency payments:

1. Choose “Use FX Contract”
2. The list of FX Contract(s) that you can utilise based on the currency pair will be displayed
3. Alternatively, there is an option for you to enter the FX Contract ID manually

Please note:

• For cross-currency payment to another UOB account – you can only use one FX contract.
• For cross-currency payment using Telegraphic Transfer (TT) – you can use multiple FX contracts within one single TT transaction.

Yes, you can view and monitor your FX contract utilisation by adding the “FX Contracts & Balances” widget to your Dashboard. To add / remove a widget in Dashboard, click “Customise Dashboard” at the top right corner of the screen.

For a step-by-step guide to add the “FX Contracts & Balances” widget into your Infinity Dashboard, please log in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

Please select “Trade Services” in the registration or maintenance form under “Additional Infinity Services”

1. Log in to UOB Infinity 
2. From the top menu bar, click on the drop-down menu “You are in: Cash Management”
3. Select “Trade Services (BIBPlus)” 

You will be redirected to BIBPlus for trade services. There is no need to log in again.

The interface upgrade of Trade functions is still a work in progress, and will be introduced at a later stage.

1. From the top menu bar, click on the drop-down menu “Trade Services” 
2. Select “Cash Services” 

You will be redirected to UOB Infinity Cash Management. There is no need to log in again.

No. You can view trade transactions by selecting “Trade Services (BIBPlus)” > Trade Account Services > Transaction and Reports > Transaction Search.

No. You can approve trade transactions by selecting “Trade Services (BIBPlus)” > Trade Account Services > Transaction and Reports > To Do List.

No. You can set an alert/notification for a trade transaction by selecting “Trade Services (BIBPlus)” > Administration > Alert Management.

There are two ways to download Trade advices:

1. From Trade Bill Summary screen 

• From the top menu bar, select Account Services > Trade Bill Summary
• Search for the individual outstanding trade bill detail 
• Click on the Bank Reference No. hyperlink
• A pop-up window with the transaction consolidated summary view and all events including advices related to this trade bill will be displayed

2. From Trade transaction screen (e.g. Import Letter of Credit) 

• From the top menu bar, select Trade Service > Import Letter of Credit > Processed LC
• Search for the individual LC record 
• Click “View Summary” 

The LC consolidated summary view and all events including advices related to this letter of credit will be displayed.

You may refer to the User Guides by clicking on this link.

The transaction records in the “Trade Outstanding Amount” only reflect transactions effected after your trade access is setup.

The transaction records in “Trade Bill Summary” reflect all transaction records that you have with the Bank. This includes all trade transactions submitted over-the-counter before your trade access was set up.

Therefore, there may be differences in transaction records if you had outstanding Trade transactions that were effected before your trade access was set up.

Yes. Once the transaction is processed by the Bank, the transaction record as well as the relevant Trade advices will be made available in UOB Infinity.

No, BizApp will still be available for Business Banking customers. For BizApp users, they can access banking services via BIBPlus Mobile from the bottom menu bar.

The biometric feature allows you to access the mobile app quickly and securely by using your mobile device’s fingerprint/face recognition function. With this feature, you do not need to enter your password to login to the UOB Infinity mobile app.

For a step-by-step guide to setup the fingerprint / face recognition authentication, please log into UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

For security reasons, each user is allowed to enable the fingerprint / face recognition function on one mobile device only. If you are switching to a new mobile device, you need to re-enable your fingerprint / face recognition function on the new device. The fingerprint / face recognition function set up on the existing device will be removed automatically once it has been set up on the new mobile device.

For security reasons, your fingerprint / face recognition setup in the app will be removed when you uninstall the app or clear the app data. You will need to re-enable your fingerprint / face recognition function on your mobile device.

For security reasons, your fingerprint / face recognition function will be disabled after the 5th failed attempt. Please use your password to log in so as to re-enable your fingerprint / face recognition function.

Yes, you can approve all types of transactions using the UOB Infinity mobile app.

Infinity Secure is a digital security token that allows you to log in to UOB Infinity and approve cash transactions in UOB Infinity.

Note: Please refer to Q70 for services that still require the physical token.

1. Download UOB Infinity mobile app
2. Register for Infinity Secure
3. Activate Infinity Secure

For a step-by-step guide, please log in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

If you do not see the option to register Infinity Secure, it is likely that you are using either a private token* or a global token* that is currently not supported by Infinity Secure.

*Note:

• Private token – a shared physical token used by more than one UOB Infinity/BIBPlus login credential within the same country.
• Global token – a single physical token used to access UOB Infinity/BIBPlus accounts in more than one country (e.g. Singapore and Malaysia) with the same login credentials.

This is a security feature of Infinity Secure’s registration and activation process to prevent fraudulent activation of Infinity Secure.

Should you receive the One-Time Verification Code via SMS or email for UOB Infinity Secure registration without initiating the registration, please contact UOB at 24-hour UOB Contact Centre:

Infinity Secure will be progressively enhanced to support all functions. In the meantime, the physical token is still required for the following services:

• All trade transactions (e.g. Letter of Credit application)
• All transactions using token sharing (Private Token) service
• All transactions using Global View service 

When you sign up for the token sharing / Global View service, we will deregister your digital token (Infinity Secure) and we will issue a physical token to you. As a result, you will no longer be able to use your digital token.

If you require a replacement for your physical token, you need to fill up a maintenance form.
Please contact your relationship manager or visit the nearest UOB branch to your convenience to get the required form.

The benefits are:

• Secure – Infinity Secure is protected by a 6-digit Secure PIN chosen by you. Each UOB Infinity user ID can register for only one Infinity Secure digital token, regardless of the number of mobile devices used.
• Convenient - You do not need to carry the physical token around to log in to UOB Infinity or approve cash transactions. Infinity Secure enables you to receive authentication requests through UOB Infinity’s push notifications.

You may request your Company Administrator (CA) to deregister Infinity Secure that is linked to your user ID. If you are the CA and you have lost your mobile phone, please contact UOB at 24-hour UOB Contact Centre:

You can either:

• Deregister Infinity Secure from the UOB Infinity app on your existing mobile device before changing to the new mobile device; OR 
• Use your physical token and follow the steps in Q67 to start using Infinity Secure on your new mobile device.

Yes, please perform the following steps when you are switching to a new mobile phone:

1. Download the UOB Infinity mobile app and install it on your new mobile phone.
2. Log in to the UOB Infinity mobile app on your new mobile phone.
3. Click on “Register / Update Infinity Secure” at the “Enter Token Response” screen.
4. Register for Infinity Secure.
5. Wait for 2 minutes.
6. Activate Infinity Secure.

If you are using iCloud services to migrate your iOS apps and configurations to your new iPhone, please uninstall the migrated UOB Infinity mobile app under your new iPhone and re-install the latest version from the iOS App Store by following step 1 above.

No, Infinity Secure will not be automatically deregistered. You will need to deregister Infinity Secure from your account by following these steps:

1. Log in to the UOB Infinity mobile app
2. Select “More Services” 
3. Click “Remove Infinity Secure from this account”

If you have forgotten to deregister Infinity Secure before uninstalling the UOB Infinity mobile app, please use your physical token to login to the UOB Infinity mobile app and follow the above steps to deregister the Infinity Secure. You can also inform your Company Administrator or call the Bank to deregister your Infinity Secure.

If you have exceeded the maximum number of tries (i.e. 5 times) for your Infinity Secure PIN, for security reasons, you will be required to re-register for Infinity Secure.

Please use your physical token to log in and follow the steps in Q67 to register and activate your Infinity Secure.

For security reasons, there is no reset function for your Infinity Secure PIN. If you have forgotten your 6-digit Infinity Secure PIN, you can select “Forget Secure PIN” on your UOB Infinity mobile screen. After which, you will be guided to re-register for Infinity Secure.

For optimal user experience, you are recommended to access UOB Infinity using the following system / browser combinations:

For the UOB Infinity mobile app, the following OS are recommended:

• iOS - version 12 and above. Please note that the UOB Infinity mobile app does not support iPhone 6 and below
• Android OS - version 10 and above

UOB Infinity has a system that provides a high standard of security for banking over the Internet. This security system safeguards the confidentiality of your personal account information and banking transactions by employing:

• Multiple levels of firewalls
• 2048-bit Secure Sockets Layer (SSL) encryption – currently recognised internationally to be of the highest standard in encryption technology commercially available
• A two-factor authentication that uses User ID and password (or biometric login for UOB Infinity mobile app) along with a secure token

UOB has also partnered with IBM® to provide our customers with a free download of IBM® Security Trusteer Rapport™ – an online fraud and identity theft protection software to protect you against malware when using UOB Infinity. There will be a popup on UOB Infinity’s login page and you can download the software by clicking “Download Now” button inside the popup.

To further protect your company's account and transaction information while banking via UOB Infinity, we recommend doing the following:

• Change your password regularly as an added security measure
• Clear the browser's cache after each session in UOB Infinity so that details of your transactions are removed
• Always log out properly after you have completed your online banking activities

For more details, you may wish to view our best privacy and security practices.

You can download our user guides by logging in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

Should you require any assistance, please call us at 24-hour UOB Contact Centre:

Yes, we do have regular workshops conducted via webinars. You may register online by selecting a date and time that is convenient for you through here.