Frequently Asked Questions
1. When can our company start using the new Integrated Business Solutions Account ("IBS") after account opening?
When all the account opening documents are ready, Hang Seng will conduct a company search and the relevant account opening processing in respect of your company. Your account will be opened upon completion. A designated representative will then contact you to introduce the features of IBS after two weeks of the account opened.
2. Upon successful account opening, what tools and platforms will be provided by Hang Seng to facilitate the operation of IBS?
Your company can operate IBS through various platforms, including our branches, Hang Seng Business e-Banking, phone banking and ATMs, with the following tools:
(Hang Seng will mail the relevant information to customer's correspondence address)
|1. Cheque Book(s)^||Within one week after successful account opening||--|
|2. Deposit Card(s)||Within one week after successful account opening||--|
|3. Hang Seng Card and Hang Seng Card PIN^||Customer will receive "Hang Seng Card PIN" and "Hang Seng Card Collection Advice" within one week after successful account opening||Customer collects the card at designated Hang Seng Bank branch upon presentation of the collection advice|
|4. Hang Seng Business e-Banking PIN and Security Device^||Customer will receive 'Business e-Banking PIN' and 'Security Device' within one week after successful account opening. Customer will also receive an authentication code sent via SMS to his/her mobile phone number registered with the Bank||Customer must have the PIN, security device and the authentication code to register Business e-Banking service online|
|5. Phone Banking PIN^||Customer will receive "Phone Banking PIN Collection Advice" within two weeks after successful account opening||Customer collects the "Phone Banking PIN" at designated Hang Seng Bank branch upon presentation of the collection advice|
^ For customers who have applied for the relevant service(s)
3. When will Hang Seng clear the cheques deposited by our company? When will the funds be available in our account?
Since the introduction of the Five-Day Clearing Week, the clearing and settlement of funds through cheques, autopays or interbank electronic fund transfers will only be processed during Mondays to Fridays (except public holidays). For the timing of funds availability, please refer to the table below:
|Cheque Deposited on||Funds Available from|
|Monday - Thursday||Next day (after 3 pm)|
|Friday (before the cut-off time for cheques)||Next Monday (after 3 pm)|
|Friday (after the cut-off time for cheques)||Next Tuesday (after 3 pm)|
|Saturday^||Next Tuesday (after 3 pm)|
^ Account transactions through cheques, autopays or interbank electronic fund transfers during Saturday will be processed on the next settlement day.
To suspend payment of an issued but unpresented cheque, Phone Banking customers may raise a request by contacting our Customer Service Representative at 2198 8000.
Suspending payment of cheques is subject to a handling fee of HK$100 per cheque. If a cheque has to be suspended due to insufficient funds, an additional handling fee of HK$150, making a total of HK$250, will be charged.
5. In case there is insufficient balance in our company's current account to honour an issued cheque, what should we do?
If there is insufficient balance in the current account, you should deposit the required funds as soon as possible to avoid the bouncing of your cheque. Otherwise, you may contact our Customer Service Representative to suspend payment of the issued cheque. Besides, IBS customers are entitled to our AutoSweeping Service for a maximum of HK$20,000. Hence, if your Hong Kong dollar current account is overdrawn or line of credit is exceeded, we will automatically transfer the required funds from your Hong Kong dollar savings account under the same IBS on the following business day. However, customers will be charged the relevant handling fee and overdraft interest.
In general, we will commence the approval process upon receiving the application form from your company and will notify you of the result within four weeks after the required documents have been collected. You may also contact our Customer Service Hotline at 2998 8222 for enquiry.
To request a higher credit limit, please submit a completed Hang Seng Commercial Card Service Amendment Form. You may visit hangseng.com Business Banking Forms Page or call our Customer Service Hotline at 2998 8222 to collect the form.
Phone Banking / Hang Seng Business e-Banking
8. After applying for the relevant service, when will our company receive the Phone Banking / Hang Seng Business e-Banking PIN?
In general, Hang Seng will mail the "Phone Banking PIN Collection Advice" to customer's correspondence address within two weeks after the application form has been submitted. Customer may collect the "Phone Banking PIN" at designated Hang Seng Bank branch upon presentation of the collection advice.
The 'Business e-Banking PIN' and 'Security Device' will be mailed to customer's correspondence address within one week after successful account opening. Customer will also receive an authentication code sent via SMS to his/her mobile phone number registered with the Bank.
9. If your Phone Banking / Hang Seng Business e-Banking password is lost, how do we get a new password?
If your Phone Banking password is lost, you may contact our Customer Service Representative at the following hotlines and provide relevant account information to complete a verification procedure. Hang Seng will then issue a notification for you to collect the new PIN at designated branch.
|Business Partner Direct||2198 8000|
As for the Hang Seng Business e-Banking password, you can reset it online at Hang Seng Business e-Banking after answering the Password Reset Questions.
If you cannot provide necessary information for resetting the password, you can firstly set up a new password via Hang Seng Business e-Banking and then download "Hang Seng Business e-Banking Services - Password Reset Request Form" from Hang Seng Business e-Banking by following the instructions. You can return the filled form to any Hang Seng Bank branch. Hang Seng will complete the relevant procedures within five working days after receiving the application form.
Hang Seng Business e-Banking User Guide can be obtained at any Hang Seng Bank branch. Customers may also view the user guide at our website.
11. How to add authorised channel user(s) to operate IBS via Phone Banking, Hang Seng Business e-Banking or ATMs?
Customers can download the following forms from our website or obtain them from any Hang Seng Bank branch. You can fill in and return the relevant form to any Hang Seng Bank branch for application.
|Access Channel||Form Name||Section to Be Completed|
|Phone Banking||Business Integrated Account Amendment Form||Part B: Add Authorised Channel User(s) to Phone Banking or ATM Services|
|Hang Seng Business e-Banking (Primary Users)||Hang Seng Business e-Banking - Amendment / Termination Form||
Part C: Add/Replace/Delete PRIMARY USER(S) of Hang Seng Business e-Banking
Note: Primary user(s) may logon to Hang Seng Business e-Banking to add or amend secondary users.
12. An inward remittance will be transferred to our company. What are the SWIFT Code and bank address of Hang Seng in Hong Kong?
|Hang Seng Bank Limited
||83 Des Voeux Road Central, Hong Kong
Apart from branches, customers may also submit their remittance instructions via Hang Seng Business e-Banking, Hang Seng HSBCnet and all Hang Seng MTR Offices.
|Transaction Channel||Charge per transaction|
|Hang Seng Bank branches / MTR offices||HKD190 - HKD260|
|Hang Seng Business e-Banking / Hang Seng HSBCnet||HKD85 - HKD115|
(Customers may refer to the Bank Tariff for the latest information on remittance charges.)
Customers may enquire the processing status of remittances or cheques issuance / deposit through Automated Phone Banking Services, Hang Seng Business e-Banking, Hang Seng HSBCnet and Remittance hotline. Details as below:
- Automated Phone Banking (only applicable to Automated Phone Banking customers)
- Hang Seng Business e-Banking (only applicable to Hang Seng Business e-Banking customers)
Customers may logon to Hang Seng Business e-Banking to check their account balances or set up e-Alerts to receive notifications for inward payments or HKD cheque deposits / returns through email / sms / Business e-Banking inbox message.
- Customers may logon to Hang Seng HSBCnet (only applicable to Hang Seng HSBCnet customers) and then select Balance and transaction Reporting to check the account balances.
|Business Partner Direct:||2198 8000|
|Language selection:||Press "1" for Cantonese, "2" for Putonghua, "3" for English|
|i) Account / Loan Balance Enquiry:||Logon to Business e-Banking, select Cash Management Services > Account / Loan Balance|
|ii) Set up e-Alerts:||Logon to Business e-Banking, select e-Mail Services > e-Alert > Set up e-Alert|
Change of Company Structure
If there is a change in the list of your company's directors, your new directors have to visit any Hang Seng Bank branch to complete the relevant procedures with their identification documents and your company's latest D2A Form / Particulars of Directors filed with the Companies Registry and Board Resolution / Minutes (which shall be signed by a quorum of the board).
If there is a change in your company's authorised signatories, the newly authorised signatory(ies) and the principal(s) of the account (please see the table below) are required to visit any Hang Seng Bank branch in person to complete the relevant procedures.
|Type of Company||Signature Specimen from the principal(s) of the account|
|Sole Proprietorship||Sole proprietor|
|Partnership||Partners of such number identified in the account opening documents|
|Limited company||The Sole Director or each of the Directors (including the Chairman of the Meeting) who constituted quorum for the Meeting in accordance with the articles of association or the constitutional documents.
If there is any change in your company's contact information, you should visit any Hang Seng Bank branch to complete the Change of Contact Information Form and have it signed by the authorised signatories.
Please call our 24-hour Business Partner Direct 2198 8000 for enquiries.