Smart Tips
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1 What main services do Hang Seng Digital Banking provide?
Hang Seng Mobile App Hang Seng Personale-Banking (Desktop version)Frequently enquired services e-Statement ✓ ✓ Faster Payment System ✓ ✓ Mobile Cheque Deposit ✓ Reset Card PIN ✓ ✓ Update Personal Particulars ✓ ✓ Set-up, Amend or Delete Direct Debit Authorization ✓ ✓ Order Cheque Book ✓ ATM Card Replacement ✓ Account services Mobile Account Opening / Upgrade ✓ Register Personal e-Banking ✓ ✓ Mobile Cash Withdrawal ✓ Money Master ✓ Overseas ATM Withdrawal ✓ ✓ Reactivate Inactive Account ✓ ✓ Security related Mobile Security Key ✓ Reset Personal e-Banking passwords ✓ ✓ Change Personal e-Banking passwords ✓ Transfer & Pay Pull Money ✓ Overseas Transfer ✓ Track Remittance ✓ ✓ Online Bill Payment ✓ ✓ Update daily transfer limit & bill payment limit ✓ ✓ Manage Payee ✓ ✓ Cards My Cards ✓ +FUN Centre ✓ Pay with +FUN Dollars ✓ Investments Securities Trading ✓ ✓ SimplyFund ✓ My Investment ✓ Securities Price Alert ✓ Others Push Notifications ✓ Virtual Assistant H A R O ✓ ✓ Simple Mode ✓ -
2 How to register Personal e-Banking?Register via Hang Seng Mobile App:Download and open your Hang Seng Mobile App > “Register e-Banking”.You can also register via Hang Seng Bank Website:Visit Hang Seng Bank website via Desktop > Click “Log on” at the top right corner > “Register Personal e-Banking”
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3 Why I still cannot make transfer via FPS after completing the registration?
Before making transfer, you should set up transfer limit. You can set up at Hang Seng Mobile App > Tap “Settings” > Select “Transfer & Pay” > “Transfer limits”.
*Due to security reasons, after activating / switching your Mobile Security Key, raising small value daily transfer limit and non-registered payee daily transfer limit, transferring to new payee, adding new registered payee, and updating mobile number and email address via Personal e-Banking may be disabled temporarily. To resume the suspended services, please verify your identity in Hang Seng Mobile App at least 24 hours after activating / switching your Mobile Security Key, or you can verify your identity immediately with any Hang Seng Bank and HSBC ATMs / contact our customer services at (852) 2822 0228. -
4 Why am I currently unable to take screen capturing, casting or recording on Hang Seng Mobile App?
To enhance the security of your account, we have implemented below security measures:
- For Android users: Disabled the screen sharing, recording and capture functions on Hang Seng Mobile App
- For iOS users: Disabled screen sharing and recording functions on Hang Seng Mobile App
If you need to access your records, please use the "Save Image" button in Transfer, Pay Bills and Time Deposit.
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5 I got a new device. How can I switch Mobile Security Key to the new device?
Switch to a new phone✕You should first deactivate the Mobile Security Key on your old device:
- Log on to Personal e-Banking (Desktop), click “Customer Service” from the left menu > “Manage Security” > “Manage Device” > “Remove Device” to deactivate the Key on your old device
- Log on to Hang Seng Mobile App by your old mobile device, tap “Settings” from the left menu > “Security-related” > “Manage Security” > “Remove” to disable it
Then you can download Hang Seng Mobile App on the new mobile device, log on with your username and follow verification steps on-screen to activate your Mobile Security Key.*Due to security reasons, after activating / switching your Mobile Security Key, raising small value daily transfer limit and non-registered payee daily transfer limit, transferring to new payee, adding new registered payee, and updating mobile number and email address via Personal e-Banking may be disabled temporarily. To resume the suspended services, please verify your identity in Hang Seng Mobile App at least 24 hours after activating / switching your Mobile Security Key by going to "Settings" > "Security-related" > "Verify identity after Mobile Security Key activation“, or you can verify your identity immediately with any Hang Seng Bank and HSBC ATMs / contact our customer services at (852) 2822 0228. -
6 What can I do if I forgot my Personal e-Banking password?You can reset the password by ATM PIN through Hang Seng Personal e-Banking. Besides, you can reset the password by answering security question then enter security code / one-time SMS verification code to reset.If you forgot the "6-digit PIN" of Hang Seng Mobile App, you can reset the "6-digit PIN" through Hang Seng Mobile App by entering the Personal e-Banking password and one-time SMS verification code.
*We also recommend you regularly changing your Personal e-Banking password and use a password that is difficult to guess. Please avoid using date of birth or phone number, and avoid assigning the same password across other banking and mobile apps. -
7 How to reset Card PIN or Phone PIN?
If you have forgotten the PIN for your ATM card / Credit Card / Spending Card: Log on to Hang Seng Mobile App > “Settings” > “Card” > “Reset Card PIN”
If you have forgotten the Phone PIN for your Integrated Account: Log on to Personal e-Banking (Desktop) > “Account Services” > “Other Related Services” > “Request” > “Integrated Account Phone PIN”
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8 If there are changes on my personal information, e.g., phone number, address or occupational details, can I update them through Digital Banking?
Yes, you can log on to Hang Seng Mobile App > “Settings” > “My Profile” > “Update Personal Particulars”
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9 Can I open an account by my mobile without going to the branch?
Whether you are a new customer or already banking with us, you can now open or upgrade an account via mobile if you are aged 18 to 64 years old and residing in Hong Kong.
New customers:Download and open Hang Seng Mobile App > Select “Mobile Account Opening” ^ under featured quick links at the Home page > Complete the registration as instructed
Existing customers:Log on to Hang Seng Mobile App > Main menu > “Account Services” > “Open / Upgrade an Account” > Complete the registration as instructed
Please note Mobile Account Opening / Upgrade is not available to customers who only hold Hang Seng credit cards or a joint-named Integrated Account or already holding a sole-named Prestige Banking account.
^If you are an existing Hang Seng Personal e-Banking customer and have activated Mobile Security Key on your phone, you can only find it by selecting “Banking Services” from the main menu > "Prestige Banking" / "Preferred Banking" / "Payroll Service" > “Mobile Account Opening”. -
10 How can I protect my device from the invasion of malicious software?
You should only download and install apps from official app stores and carefully review the permissions required by the apps, avoid granting unintended and excessive permissions to apps.
If you suspect that malicious software has already invaded your device, set your device to "Airplane Mode" to disconnect from the network and restore it to factory settings.
Please promptly notify the bank or seek assistance from the police if you notice any suspicious activity in your account.
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11 How to switch Hang Seng Mobile App to Simple Mode?
If you want to switch Hang Seng Mobile App to Simple Mode: Log on Hang Seng Mobile App > “Settings” > “Switch to Full / Simple mode” > “Simple Mode”
Smart Tips - ATM Card
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1 What should I do if my card is retained by the ATM?
If the retained card is a Hang Seng ATM Card or Hang Seng Credit Card, we will issue a new replacement card and mail it to your correspondence address registered with us.
If your ATM Card or Credit Card is issued by any other banks, please call our 24-hour ATM hotline 2997 2112.
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2 What should I do if my ATM Card is suspended due to failed PIN attempts?If you have forgotten your PIN: Log on to Hang Seng Mobile App > “Settings” > “Card” > “Reset Card PIN”
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3 Why my ATM card does not work even I entered the correct PIN?You may first check whether your card’s chip is dirty which makes ATM unable to read your card. If yes, you may clean the card’s chip gently with alcohol wipe. If this does not help, please follow Q.4 instruction to get a card replacement via e-Banking.
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4 What should I do if my ATM Card is damaged?
You may apply for replacement online: Log on Hang Seng Personal e-Banking > select “Account services” > “Other related services” > “ATM services” > “Request ATM Card Replacement”
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5 How can I activate the overseas ATM cash withdrawal function?You can activate the function in advance by setting the withdrawal limit and effective period through any Hang Seng or HSBC ATM in Hong Kong, log on Hang Seng Personal / Business e-Banking or Phone Banking.
