Contact Us

1. Domestic incoming wires and ACH
   1222-0395-0
   Receiver address: Cathay Bank, 777 North Broadway, Los Angeles, CA 90012
    
2. SWIFT code for international wires
   CATHUS6L

1. Wire instructions
   Incoming wire instructions are available on the Cathay Bank website.
    
2. Confirm a wire initiated on Cathay Business Online Banking
   Call 800-922-8429 and select Business Banking option 3.
    
3. Cancel a wire
   Contact your Cathay Bank branch. If the wire was initiated via Cathay Business Online Banking, call 800-922-8429 and select Business Banking option 3.

1. Activate debit card
   • A PIN is required to activate a debit card. Your PIN is mailed separately from the card.
   • There are three ways to activate a card:
   - Refer to the phone number on the sticker of the card to activate via the automated system.
   - Activate by using the card at any Cathay Bank ATM.
   - Make a purchase using the same PIN (for renewed cards) or the PIN mailed for new cards.
    
2. Transaction declined
   • Make sure the PIN was entered correctly.
   • Check if the transaction or total transaction amount has exceeded the daily limit.
   • If the card is being used in other states or overseas, it may be declined. Inform the bank in advance if you have any travel plans.
   • The card may have expired.
   • The card may have been closed due to no card activity for 13 months.
    
3. Debit card use when traveling out of state or country
   Remember to inform the bank if you have any travel plans and want to use the card in other states or countries, to avoid potential declined transactions.
    
4. Lost or stolen card
   • Immediately inform the bank of the lost/stolen card by calling 800-922-8429.
   • Monitor account activities on statements or online banking for any unauthorized transactions and report any unauthorized transactions immediately.
    
5. New debit card
   Request a new card at a Cathay Bank branch.
    
6. Did not receive new debit card and/or PIN
   • It usually takes 7-10 business days to receive your card and/or PIN. Notify the Bank immediately if you do not receive your card within 11 business days by contacting your Cathay Bank branch or by calling 800-922-8429. Overseas customers can call 626-582-7380 to connect to customer service in the U.S.
   • Request a new card and/or PIN at a Cathay Bank branch.
    
7. Forgot PIN
   Request a PIN reminder at a Cathay Bank branch.
    
8. Debit card limits
   • Card limits depend on the type of account linked to the card.
   • The card limit cannot be changed. Customers need to visit a Cathay Bank branch to change the account type if a different card limit is preferred.
    

1. Account balance
   Use online/mobile banking or telephone banking by dialing 800-922-8429 to check an account balance.
    
2. Update address and/or phone number
   • Customer information must be updated at a Cathay Bank branch as we need a customer’s written authorization.
   • Phone numbers can be updated through online banking if there is at least one valid and accessible phone number on file to complete step-up authentication.
    
3. Fees charged on account
   • Check if the account balance has been maintained at or above the minimum balance requirement to avoid the monthly fee.
   • Check if any new bank services have been added recently.
   • To discuss fees, visit your Cathay Bank branch.
    
4. Verify a deposit
   Use self-service banking such as telephone banking by dialing 800-922-8429 or online banking to verify deposits such as social security, payroll, a pending transaction, or an incoming wire.
    
5. Statement copies
   • Statement copies can be downloaded at no charge from online banking or ordered at a Cathay Bank branch (fee may be applicable if requested at a branch).
   • If you did not receive a statement in the mail, consider if your address has changed and you have not informed the bank.
    
6. Verification of checks
   • Only cashier’s checks can be verified over the phone.
   • Cathay Bank does not verify any personal or business checks.
    
7. Did not receive check order
   • Verify check order by calling or visiting a Cathay Bank branch or calling the Customer Care Center at 800-922-8429.
   • Verify the mailing address on file.
   • It usually takes 7 to 10 business days. Notify the branch immediately if a check order is not received within 11 business days. 
    
8. Foreign currency accounts
   To learn about a Foreign Currency Account, contact a Cathay Bank branch or the Foreign Exchange Department at 866-228-4299.
    
9. Transactions at Cathay overseas offices
   • Cathay Bank offices in Beijing, Shanghai, and Taipei, and the Cathay Bank branch in Hong Kong, do not process any transactions for U.S. accounts.
   • Contact the branch where your account was opened before visiting any of these locations to complete or submit any documents.
    

1. Locked out
   Use the self-service feature to unlock a password for online banking. Click Continue on the page Locked Password and verify the requested information.
    
2. Forgot user ID and/or password
   • Use the Forgot your user ID? link to retrieve user ID.
   • Use the Forgot your password? link to reset a password.
    
3. Unable to login
   • Make sure the user ID and password are correct.
   • As a reminder, both user ID and password are case sensitive.
   • You may be locked out. Please see “locked out” question above.
    
4. Login for mobile app
   Use the same user ID and password as for Cathay Online Banking.
    
5. Online banking user ID requirements
   • Must be between 8 and 16 characters long.
   • Must include at least 2 letters and 2 numbers.
   • Must not contain invalid characters such as a single quotation mark ('), backslash (\), greater-than symbol (>), or less-than symbol (<).
    
6. Online banking password requirements
   • Must be between 8 and 16 characters long.
   • Must include at least 1 letter and 1 number.
   • Cannot include spaces.
   • Cannot include a character that repeats more than 2 times in a row.
   • Cannot include the following characters: single quotation mark ('), backslash (\), greater-than symbol (>), or less-than symbol (<).
    
7. Step-up authentication
   • Choose to receive a phone call with a verification code, or receive a text message with a verification code, and enter it on screen to complete secure authentication.
   • We recommend you have at least one valid and accessible phone number on file.
   • If there is no accessible phone number on file, you can answer verification questions if available.
    
8. Secure code via phone call and/or SMS text
   • Secure codes are sent to the phone numbers that are on file to receive a call or text.
   • You will need to know the last 4 digits of the phone number on file for step-up authentication.
   • If you are using a foreign phone number to receive a text, be sure to select the country/region where the phone number was registered from the pull down menu and only enter the phone number in the Mobile phone number field (do not include any country codes or special characters in the Mobile phone number field).
   • Message and data rates may apply from your wireless carrier.
    
9. eStatements
   To set up eStatements access on Cathay Online Banking, first accept the terms to use online statements, then select the account to be paperless.
    
10. Bill payments not received
    • We can only confirm payments made from Cathay Online Banking. Please contact the merchant for any payments scheduled directly from the merchant’s website.
    • Check if the payee information (account number and address) was set up correctly.
    • If the payment was sent by check, it may take some time for the post office to deliver.
     
11. Mobile deposit declined
    • The email informing you of the declined deposit includes the decline reason.
    • Contact customer service if the decline reason is “other.”
    • Always check your SPAM folder for updates on your mobile deposit as emails could have been sent there.
     
12. Cannot make a mobile deposit
    • Mobile deposit is only available in the Cathay Bank app.
    • Please see Mobile Deposit FAQs for further details.
     
13. Find Cathay Bank Mobile Banking App
    • Search for “Cathay Bank” in either the Apple App Store® or Google Play™ search bars.
    • The Cathay Bank app is only available in the Apple App Store and Google Play™ store for Android™ in the U.S.
    • The Cathay Bank Mobile Banking App is not available outside of the U.S.
14. External transfers
    • You can link your personal accounts to other U.S. banks in Cathay Online Banking:
    1. After accepting the Terms and Conditions, go to the Manage External Transfer Accounts page.
    2. Click Add an External Transfer Account.
    3. Follow the setup instructions.
    • Once we have received your request, the account information is verified by sending small test transactions to be processed to the external transfer account. You will receive an email message from us with the steps you need to take to complete the account verification and setup processes.
     

1. Proof of Insurance
   To learn how to obtain proof of insurance, call 800-922-8429 and select Loans option 4.
    
2. Mortgage payment different than prior month
   If your mortgage payment amount has changed on your statement, call 800-922-8429 and select Loans option 4.
    
3. Apply for a new mortgage
   Contact a Mortgage Loan Originator (MLO) on the Cathay Bank website.
    
4. Set up automatic loan payments
   Automatic loan payments can be requested at a Cathay Bank branch.
    
5. Loan payment over the phone
   Currently, we do not accept any loan payments over the phone.
    

Make a loan payment by one of the following three options:

• Mail to:
  Cathay Bank
  P.O. Box 80426
  City of Industry, CA 91716-8426
   
• Wire to:
  Attention: Consumer Loans Dept           
  9650 Flair Drive                                                                       
  El Monte, CA 91731                                                     
  ABA Number: 122203950   
  Account number: 20210154                                                       
  Re: Borrower’s name/loan number
  SWIFT Code: CATHUS6L (for international only)

  Please note: Wire must be received by 1 p.m. (PST) to be posted same business day

• Visit your local branch

To schedule future Automatic Payment Drafts, contact CLD@cathaybank.com

For credit disputes or questions on your loan, send a written request to:

Cathay Bank
Loan Servicing Department RS-16
9650 Flair Drive
El Monte, CA 91731