Online Services

Business Mobile Banking

Frequently Asked Questions

 

About Hang Seng Business Mobile Banking

Hang Seng Business Mobile Banking provides a channel that allows customers to access Hang Seng Business e-Banking Services on the move. Simply use the logon credentials that you use for Hang Seng Business e-Banking Services (Username, Password and Security Code generated by the Security Device) to log on via any of the supported-mobile devices. Alternatively, you can also use Biometric credentials (Touch ID/Face ID available in iOS version, or fingerprint ID available in Android version) or Mobile Security Key Password with Mobile Security Key set up to log on. With the enhanced design for mobile devices, you can perform banking transactions anytime and anywhere with your mobile devices smoothly.

All Hang Seng Business e-Banking customers can enjoy the convenience of Hang Seng Business Mobile Banking. No registration is required.

No fee is charged by the Bank for using Hang Seng Business Mobile Banking. Yet, depending on the data service plan with your mobile network service provider, you may incur charges when accessing Hang Seng Business Mobile Banking through internet. For any queries on charges for internet access, please contact your mobile network service provider.

For iPhone equipped with iOS 12.2 or above, you can download the free Hang Seng Mobile Application from Apple App Store.

For devices equipped with Android 7.0 or above, you can download the free Hang Seng Mobile Application via Google Play Store or HUAWEI AppGallery under Hong Kong (China) region by searching “Hang Seng Business". 

  • Account Overview
  • Self-named Fund Transfer among Hang Seng Bank accounts
  • Fund transfer to pre-registered accounts (local & overseas banks)
  • Foreign Exchange
  • Set up new time deposit
  • Transaction Authorisation / Amendment / Deletion for a) self-name fund transfer within Hang Seng Bank accounts; b) fund transfer to pre-registered accounts in HK and overseas; c) new time deposit setup.
  • Log in through Mobile Security Key / Biometric Authentication swiftly
  • Track real-time progress of all incoming / outgoing company transactions
  • Ask Virtual Assistant B E R I 24/7 questions about banking

Cut-off times for various functions of Hang Seng Business Mobile Banking are the same as those of Hang Seng Business e-Banking.

Hang Seng Business Mobile Banking supports mobile devices running on the following operating systems:

Handset model Operating system
Apple iPhone or iPad iOS 12.2 or above
Android devices Android 7.0 or above

Similar to Hang Seng Business e-Banking, Hang Seng Business Mobile Banking uses the same security measures to protect your interest. They include:

  1. Username and password
    The logon credentials of Hang Seng Business Mobile Banking are identical to those of Hang Seng Business e-Banking.
    Before accessing the service, you are required to identify yourself by inserting username and password into the system. The password can be 8 and up to 36 characters long.
  2. Digital Certificate
    Hang Seng Business e-Banking Services adopts Digital Certificate in addition to username and password as an extra layer of protection. Through issuance by an entrusted Certification Authority, a Digital Certificate identifies an individual over the internet in a more secure and safe manner.
  3. 128-bit Secure Socket Layer (SSL)
    Secure Socket Layer is a powerful security standard widely used to provide protection to data being sent through the internet. It provides a secure environment in which information can be transmitted safely between your browser and the server at the Bank.
  4. Automatic Logoff
    If a banking session done through Hang Seng Business e-Banking is inactive for 20 minutes, it will be terminated automatically to prevent unauthorised access. To re-access the service, you must logon again.
  5. Pre-defined Limits
    Financial transactions done through Hang Seng Business e-Banking can be controlled by pre-defined limits including Portfolio Daily Limits, User Daily Limits and Transaction Limits (where dual authorisation is required).

No, you can only log on to Hang Seng Business e-Banking with PCs computer to change their logon credentials.

This may due to 2 possible reasons:

  1. You did not select the time deposit function in the initial set-up of Hang Seng Business e-Banking account;
  2. You did select the time deposit function at initial setup but removed it afterwards.

In order to activate/re-activate the time deposit function, you can simply complete the Hang Seng Business e-Banking amendment form and return to us.

No, you must log on to your Hang Seng Business e-Banking via personal computer to register other beneficiary accounts.

 

Mobile Security Key

Mobile Security Key is a digital version of Security Device within Hang Seng Business Mobile App and is used to log on to Hang Seng Business e-Banking and Hang Seng Business Mobile Banking. 

Mobile Security Key is a feature within Hang Seng Business Mobile App.

Upon activation of the Mobile Security Key, you will not have to carry a physical Security Device with you and can enjoy access to various Hang Seng Business Mobile Banking Services anytime and anywhere.

Mobile Security Key will make logging on to the Hang Seng Business Mobile App quicker and easier. You simply need to enter your Mobile Security Key password or use your biometric credentials (Touch ID/Face ID available in iOS version, or fingerprint ID available in Android version) in the Hang Seng Business Mobile App to log on to your business banking account.

If you are a first-time user of the Hang Seng Business Mobile App, once you have downloaded the Mobile App on your mobile device, you can logon with your username, password and Security Code generated by your physical Security Device, the screen ‘Enable Mobile Security Key’ will pop up, simply click the ‘Set Up’ button, agree and acknowledge our Terms and Conditions to set up your Mobile Security Key. If you have downloaded and are using Hang Seng Business Mobile App, you can log on and select ‘Settings’ from the menu to activate Mobile Security Key.

Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Security Key.

All mobile devices where Hang Seng Business Mobile App are available on are applicable to use Mobile Security Key.

Hang Seng Business Mobile App is available in Apple App Store for Apple devices users with operating system of iOS 12.2 or above. It is also available in Google Play Store or HUAWEI AppGallery under Hong Kong (China) region for Android devices with operating system of Android 7.0 or above.

For each Business e-Banking username, you can activate your Mobile Security Key on up to two mobile devices. Each device can only be used with one Mobile Security Key.

You can check your activated mobile devices by choosing ‘Settings’ > ‘Mobile Security Key’ from the menu after logging into Hang Seng Business Mobile Banking.

Yes. Hang Seng Business Mobile App is available in Apple App Store for Apple devices users with operating system of iOS 12.2 or above. It is also available in Google Play Store or HUAWEI AppGallery under Hong Kong (China) region for Android devices with operating system of Android 7.0 or above.

If you have forgotten your Mobile Security Key password, please press the ‘Forgotten Mobile Security Key Password?’ in the logon page via Hang Seng Business Mobile App and then follow the on-screen instructions to reset your Mobile Security Key password. For enquiry, please call our hotline (852) 21988000.

Yes, if you would like to change your Mobile Security Key password, upon logon to the Hang Seng Business Mobile Banking, select ‘Settings > Mobile Security Key > Change Mobile Security Key Password’ from the menu.

Yes, you must keep your physical Security Device after activating Mobile Security Key as you will need your physical Security Device to access Hang Seng Business e-Banking services and authenticate transactions.

Before you discard your mobile device, you will need to deactivate your Mobile Security Key, which you can do via the ‘Settings’ from the menu after you have logged in to Hang Seng Business Mobile Banking. You may select ‘Settings > Mobile Security Key’ and choose the mobile device that you would like to deactivate your Mobile Security Key and activate Mobile Security Key in your new mobile device according to the on screen instructions. 

If your activated mobile device is lost or stolen, you can log in to the Hang Seng Business Mobile Banking by using another mobile device and choose ‘Settings’ > ‘Mobile Security Key’ to deactivate your Mobile Security Key from the lost device. Please contact our Customer Service Representatives at (852) 21988000 if you have any enquiry.  

Yes. After logging in to Hang Seng Business Mobile Banking, you can deactivate your Mobile Security Key by selecting ‘Settings > Mobile Security Key’ from the menu, and follow the on-screen instructions to deactivate the Mobile Security Key.

Changing the SIM card or mobile phone number will not affect your Mobile Security Key settings. You can continue to use Mobile Security Key on your activated mobile device.

Mobile Security Key is activated on your personal mobile device. Once it is activated, your Mobile Security Key is linked to your Business accounts, and only you can access your accounts through a Mobile Security Key activated mobile device. Other users cannot log on to their Hang Seng Business Mobile Banking using your Mobile Security Key activated mobile device.

If you delete your Hang Seng Business Mobile App accidentally, you need to re-install the app to your mobile device, and reactivate Mobile Security Key in login page, or through logging in, select ‘Settings’ > ‘Mobile Security Key’ from the menu.

If your mobile device is jailbroken/rooted, there may be security loopholes. For security reasons, you will not be allowed to activate and/or use Mobile Security Key.

Please contact our Customer Service Representatives at (852) 21988000 if you have any enquiry.  

Yes, once you have activated the Mobile Security Key on your mobile device, you have to enter your Mobile Security Key password or use Biometric Authentication when you log on to Hang Seng Business Mobile Banking. You will no longer need your username, password and physical Security Device to log on after you have activated your Mobile Security Key.

 

Authentication with Mobile Security Key

You can use your Mobile Security Key activated mobile device to log on to Hang Seng Business e-Banking (desktop version), simply follow below steps to complete desktop log on authentication in your mobile device. There are also on-screen instructions available on Hang Seng Business e-Banking (desktop version) log on page for you to follow.

  1. Input your Username and Password on Hang Seng Business e-Banking (desktop version).
  2. Select ‘Mobile Device’ as log on method.
  3. Choose the mobile device to send the Notification to.
  4. Click ‘Send’ to send notification to the designated mobile device.
  5. Tab on the notification in your mobile device.
  6. You can verify the 6-digit reference code from both desktop and your mobile device to make sure you are authenticating the right instruction.
  7. Click ‘Approve’ to approve the log on instruction.
  8. Input your Mobile Security Key Password/Biometric Authentication (Touch ID/Face ID available in iOS version, or fingerprint ID available in Android version) to proceed.

You will arrive the home page of Hang Seng Business e-banking successfully.

There are a few possible reasons for this:

  1. Your mobile device is disconnected from your Wi-Fi or cellular network.
  2. You have not yet enabled the ‘Notification’ settings on your mobile device for the Hang Seng Business Mobile App.
  3. If you are using Android devices in mainland China, you will be unable to receive notifications as Google Play is prohibited in mainland China.

You can follow the steps below to locate the logon request notification in Hang Seng Business Mobile App:

  1. Before you log on, tab on ‘Authentication’ from the menu. If the logon request is valid, you can see it there.
  2. Click ‘Approve’ to approve the logon request.
  3. Enter your Mobile Security Key Password or Biometric Authentication (if you have enabled for iOS/Android device).
  4. Click ‘Authenticate’ to authenticate your log on to Hang Seng Business e-Banking, and you can start using Hang Seng Business e-Banking on your computer.

Please contact us at (852) 21988000 if you have any enquiry.

If you have activated Mobile Security Key in mainland China and are using Android devices, you will be unable to receive notifications as Google Play is prohibited in China. You may login Hang Seng Business e-banking by using the physical security device to generate the 6-digit Security Code.

If a logon request has been expired, you can click ‘Resend Notification’ on your desktop logon page (you can resend notification for 3 times at most) or choose to log on using your physical Security Device.

You can cancel the request by clicking ‘Cancel’ directly on the desktop logon page. Otherwise, the request will expire in 1 minute. You can click ‘Send’ when you have access to your mobile device again, or use your physical Security Device to log on instead.

The mobile device name shown on the Hang Seng Business e-Banking logon page is based on specific mobile device settings and this cannot be changed.

Hang Seng Business e-Banking and the Hang Seng Business Mobile Banking cannot be used at the same time. Once you approve a logon request for Hang Seng Business e-Banking, you will be automatically logged off from the Hang Seng Business Mobile Banking.

The logon request you receive on your mobile device will show your username, time of request and internet browser version for your verification. There will also be an identical 6-digit reference code shown on both the Hang Seng Business e-Banking logon page and the logon request on the mobile device for your further validation.

 

Biometric Authentication

Biometric Authentication means the identity authentication function using biometric credentials (e.g. fingerprint, facial map).

Biometric Authentication is a feature tied in with Mobile Security Key, allowing you to access Hang Seng Business Mobile Banking faster and easier by using your unique biometric credential(s), such as fingerprint or facial map, stored on your mobile device(s) instead of having to enter your Mobile Security Key Password.

Since the Biometric Authentication is tied in with the Mobile Security Key, you must first activate Mobile Security Key in order to enable Biometric Authentication service.

Sure, you can still log on with your Mobile Security Key Password.

Biometric Authentication is applicable on:

Apple devices where Touch ID/Face ID are available with iOS 12.2 or above;

Android mobile device operates on OS version 8.0 or above with compatible fingerprint sensor and recognized Trusted Execution Environment (TEE) enabled, or

Designated Android mobile devices operates on OS version 7.0 with compatible fingerprint sensor enabled. For supported device models, please visit https://www.hangseng.com/en-hk/business/banking-digitally/online-services-business-mobile-banking/

 

Yes, any biometric credential(s) stored on your mobile device can be used to log on to Hang Seng Business Mobile Banking when you enable Biometric Authentication. Therefore, you should not store or allow any third-party biometric credential(s) to be stored in your mobile device. You should only store your own biometric credential(s) on your mobile device.

You have to enable Biometric Authentication via Hang Seng Business Mobile Banking again if you have made changes on your biometric credential(s) in your mobile device.

You can log in Hang Seng Business Mobile Banking, select ‘Settings’ > ‘Biometric Authentication’ from the menu to enable Biometric Authentication.

Yes. You can log on immediately using your biometric credentials after successful registration of Biometric Authentication.

No, your biometric credentials will not be stored in the Hang Seng Business Mobile App or kept for Hang Seng Bank’s internal record.

If your activated mobile device is lost or stolen, you can log in to the Hang Seng Business Mobile Banking by using another mobile device and choose ‘Settings’ > ‘Biometric Authentication’ to deactivate your Biometric Authentication from the lost device. Please contact our Customer Service Representatives at (852) 21988000 if you have any enquiry.  

 

Push Notifications

Push Notification is a service provided in the Hang Seng Business Mobile App for our Business e-Banking customers to receive notifications from us.

Once you have downloaded our Hang Seng Business Mobile App, you can log on to the Mobile App and select “Settings” >” Push Notification” from the side menu to enable the service. You have to enable your Mobile Security Key before enabling Push Notification Service. Simply select “Settings” > “Mobile Security Key” to enable the Mobile Security Key service. 

No. For security reasons, all Push Notifications will only be sent to one Push Notification-enabled mobile device. If there is another device with Push Notification turned on for the same Business e-Banking account, Push Notification will be disabled in that device automatically. 

After enabling the service, you will be able to receive the Inward Payment Notifications if you have setup to receive this e-Alert type via SMS / Mobile Push / WeChat in Hang Seng Business e-Banking. More types of Push Notifications will be coming soon, stay tuned!

You may log on to our Hang Seng Business mobile app and select “Notifications” from side menu to view the messages.

Push notification messages will be kept for 180 calendar days only.

We recommend you to activate Push Notification on a new device as soon as possible. 

Once you activate Push Notification service on a new device, all Push Notifications will only be sent to that device; Push Notification will be disabled automatically in your lost mobile device.

Yes. You can log on to the Hang Seng Business Mobile App and disable Push Notification through “Settings” > “Push Notification” from the side menu.

You may not be able to receive Push Notifications due to the following reasons:

  1. Your mobile device is disconnected from your Wi-Fi or cellular network.
  2. You have not yet enabled the ‘Notification’ settings on your mobile device for the Hang Seng Business Mobile App.
  3. If you are using Android devices in mainland China, you will be unable to receive notifications as Google Play is prohibited in mainland China.

Yes, please log on to Hang Seng Business e-Banking (desktop version), you can select your language preference in “Contact Information” under “Customer Services” in the menu. 2 languages are available: English and Traditional Chinese.

Once you have enabled Push Notification, SMS of the e-Alert Types (e.g Inward Payment Notifications) that support Push Notification will be replaced by Push Notification.

 

Payment Tracker

The "Payment Tracker" displays the status of certain payments that you have performed via the Hang Seng Business Internet Banking and Hang Seng Business Mobile Banking. It provides you an increased speed, transparency and traceability of real-time end-to-end cross-border payments tracking solution.

 

Outward Local Interbank Transfer (CHATS) and Outward Remittance are included in Payment Tracker. For FPS payments and Autopay payment, please refer to Activity log for the processing status.

Transaction Status
Definition
Created
Customer has submitted the Local Interbank Transfer (CHATS) or Remittance transaction via Hang Seng Business Internet Banking or Hang Seng Business Mobile Banking successfully.
Authorised
Payment instruction has been authorised and ready for execution on Transfer Date selected.
Within Hang Seng Bank
Hang Seng Bank is processing the payment instruction. 
Rejected by Hang Seng Bank
Payment instruction cannot be processed by Hang Seng Bank due to various reasons, including but not limited to more information is needed to provide by payer.
Sent by Hang Seng Bank
Payment instruction has been sent and the funds have been debited from the account. Intermediary / beneficiary bank is processing this payment.
Rejected by intermediary bank
Payment instruction cannot be processed by intermediary bank. Beneficiary will not receive the funds and it will be returned to payer.

Rejected by beneficiary bank

The beneficiary bank has rejected this payment due to various reasons and will return the funds to payer.

Completed

The payment has been successfully processed and the funds have been credited to the beneficiary account.

To find out why your payment is rejected, you may click on the (?) near the status for a detailed view of your transaction advice.

Yes. Payment Tracker function is available to both Primary User and Secondary User.

 

Inward Payment Tracker

The 'Inward Payment Tracker' displays the status of certain inward payments that you have/will have received. It provides you an increased speed, transparency and traceability of real-time domestic / cross-border inward payments tracking solution.

Inward Local Interbank Transfer (CHATS) and Inward Remittance are included in Inward Payment Tracker. For Faster Payment System (FPS) payments and payments from Hang Seng Bank account, please refer to Account/Loan Overview for transaction history.

Transaction Status

Definition

Received by Payer Bank

Payer bank is processing this payment.

Received by intermediary bank

An intermediary bank is processing the payment.

Processed by intermediary bank

An intermediary bank has successfully processed the payment.

Returned by intermediary bank

Intermediary bank has rejected the payment and returned funds to payer due to various reasons, including but not limited to incorrect information provided.

Received by Hang Seng Bank

Hang Seng Bank is checking the documents attached to the payment / reviewing / processing the payment.

Returned by Hang Seng Bank

Inward payment instruction cannot be processed by Hang Seng Bank due to various reasons, including but not limited to information is found mismatch.

Deposited

The inward payment has been successfully processed and the funds have been credited to the account.

To find out why your inward payment is rejected, you may click on the (?) near the status for a detailed view of your transaction advice.

Yes. Inward Payment Tracker function is available to both Primary User and Secondary User.

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