3.First-time Login
3.1 How can I get my login information for the first time?
Upon successful account opening or completed CEO application (refer to 2.1 above), a password notification email containing your Name, Client Reference Number and CEO password will be sent to your registered email address. Please follow the procedures in the email for logging in the CEO system.
3.2 What should I do if I do not receive the password notification email from the CEO system?
First, please make sure that your registered email address is a correct address.
Some email servers may have firewall that blocks incoming emails from the CEO system. Please check your spam or junk folder to recover the password notification email and set it “Not Spam”.
The subject and the sender of the password notification email is as follow:
Subject：CEO Password Application (Private/ Confidential) / 申請CEO密碼 (私人密件)
If you still do not receive the password notification email, please contact us at ceo.cs@ceosystem.com
4.System Login
4.1 Why do I fail to login CEO system?
Please make sure.
1. You have entered the correct Username (i.e. your Client Reference Number).
2. You have entered the password with correct capitalization and symbols.
3. Your CEO account is not locked.
If all the above three requirements are met and the login remains unsuccessful, please contact your financial consultant.
4.2 Why is my CEO account locked?
Your CEO account will be locked after ten consecutive failed login attempts. This way is to protect your personal information, and prevent hackers from trying to log in your CEO account with different passwords repeatedly.
4.3 How can I recover my locked CEO account?
Please request to reset your password by clicking “Forget Password”. A new password will be sent to your registered email address within one day, and your CEO account will be restored to active status. For first-time login after resetting the password, you are required to authenticate your identify and change to a new password before you can access your account information.
4.4 I have never been successful in the first-time login and my CEO account is now locked. What should I do?
Your CEO account will not be locked if you have never successfully logged in for the first time. Please try again with the correct Username and Password.
4.5 What is “Invalid Account Information”?
Invalid account information means either the Client Reference Number doesn’t exist or the CEO system of that Client Reference Number has not been activated. Please make sure you have entered the correct Client Reference Number as the Username.
4.6 How can I change my password?
Please login the system and select “Change of Password” from the left menu to change your password.
4.7 If I forget my Password, how can I request a password reset?
Please request to reset your password by clicking “Forget Password”. A new password will be sent to your registered email address within one day.
4.8 How can I retrieve a forgotten Username?
The Username is the Client Reference Number shown on your statement. If you have more than one Client Reference Number and are uncertain about the correct Username, please contact your financial consultant.
Please request to reset your password by clicking “Forget Password”. A new password will be sent to your registered email address within one day.
4.9 How can I change my registered email address, merge user logins, apply or cancel e-statement service?
Please click here to download the CEO Application Form and submit the completed form to your financial consultant for further handling.
5.Password Change
5.1 Why would I be requested to change password at first-time login or after a password reset?
In order to protect client confidentiality, clients who login with information in the password notification email are required to authenticate their identity and change to a new password before accessing the account information.
5.2 Can I change my password anytime?
Yes. After successful login, you can change your password by selecting “Change Password” from the left menu. Your new password will become effective immediately upon completion of identity verification process.
5.3 I am unable to change password. What can I do?
Please make sure.
1. The old password (including capitalization and symbols) must be inputted correctly.
2. Principal ID number (the first six alphabets and digits) is correctly entered for identity verification.
If you are a joint account holder, please enter the principal ID number of the first account holder whose name is shown in the password notification email.
3. The new password is entered twice to ensure its accuracy. The two inputs must be identical (including capitalization and symbols).
6.Information
6.1 I just submitted an amendment form. Why is my updated information not shown in the CEO system?
Client information amendment request will be verified and processed by custodian/ administrator/ registrar. It will take no more than 10 business days to be updated in the CEO system upon confirmation.
6.2 Why the product information is not updated in a daily basis?
Different product type has different valuation cycle, and not every product is valued on a daily basis.
After each valuation, the custodian/ administrator/ registrar will verify the product information before updating it to the CEO system. For more details about our products, please contact your financial consultant.