Banking Services
Security Advice
  •  
    Since 31 Aug 2014, our SMS notification messages for selected card and banking transactions will be sent to your mobile phone number registered with the Bank, and will be forwarded to your designated mobile phone if you have subscribed to an 'SMS Forwarding' service provided by telecommunications service providers in Hong Kong.

    To protect your interests, please ensure your mobile phone number registered with the Bank is valid and up-to-date. To enquire or get a 'Change Contact Information' form, please visit any Hang Seng Bank branch or download the form from the 'Personal Banking Forms' page.
  •  
    A Phone PIN will be issued to Integrated Account holders upon account opening. Non-integrated Account holders can set up the Phone PIN via our ATM directly. This Phone PIN will allow you to gain access to the Phone Banking Services.

    To protect your own interests, it is important to note the following points:
    At all times take reasonable steps to keep Phone PIN secret to prevent fraud.
    Upon receipt of your new / reset Phone PIN from us, immediately change your Phone PIN via our 24-hour Phone Banking Hotlines on 2998 9188 (Prestige Banking Customers) / 2822 8228 (Preferred Banking Customers) / 2912 3486 (Integrated Account Customers) or at our ATM. Destroy your PIN advice and memorise the new PIN.
    Do not write down the Phone PIN on your card or on anything usually kept with or near it or record the PIN without disguising it.
    Never disclose your Phone PIN to anyone, including our staff, nor allow anyone else to use your Phone PIN.
    The use of easily accessible personal information such as identity card number, phone number and date of birth as your Phone PIN is NOT recommended.
    For your own protection, change your Phone PIN periodically via our Phone Banking Hotlines or our ATMs.
    If you incorrectly key in your Phone PIN for 4 consecutive times, your Phone Banking Service will be temporarily suspended.
    If your Phone PIN is suspended or forgotten, reset your PIN via our ATM using the respective card or contact us at any of our branches.
    If your Phone PIN is lost or stolen, or unauthorized transaction is recorded, you should report it immediately to our Phone Banking Hotlines on 2998 9188 (Prestige Banking Customers) / 2822 8228 (Preferred Banking Customers) / 2912 3486 (Integrated Account Customers) / 2822 0228 (Other Customers).
    Please refer to the security advice provided by us at our Security & Fraud Centre at hangseng.com from time to time.


     
    Warning: You may be held liable for all losses if you have acted fraudulently or with gross negligence, or failing to follow our fraud prevention advice set out above, and such failure has incurred losses.
  •   Here are some important hints to help ensure the security of ATM Card (Card) and PIN:
    At all times take reasonable steps to keep your Card safe and PIN secret to prevent fraud.
    Upon receipt of your new / reset PIN from us, immediately change your PIN at our ATM. Destroy your PIN advice and memorise the new PIN.
    Do not write down the PIN on your Card or on anything usually kept with or near it or record the PIN without disguising it.
    Never disclose your PIN to anyone, including our staff, nor let anyone else see your PIN when you are using an ATM or other electronic payment terminal.
    Do not allow anyone else to use your Card and PIN.
    The use of easily accessible personal information such as identity card number, phone number and date of birth as your PIN is NOT recommended.
    For your own protection, change your PIN periodically at our ATM, and do not choose the same PIN for accessing other services.
    Please cover the keypad when entering your PIN.
    If you incorrectly key in your PIN 3 consecutive times, your Card will be inoperative.
    Always remember to remove your Card and advice after completing your transaction.
    If your Card or PIN is lost or stolen, you should report it immediately to our 24-hour Lost Card Hotline on 2836 0838. To ensure immediate handling and maximum protection, please do not report your card loss by fax.
    Please refer to the security advice provided by us at our Security & Fraud Centre at hangseng.com from time to time.
     
     
    Warning: You may be held liable for all losses if you have acted fraudulently or with gross negligence, or failing to follow our fraud prevention advice set out above, and such failure has incurred losses.

  • You are responsible to take reasonable steps to keep each of the Mobile Devices safe and keep all Card details stored in the Mobile Devices and all Security Details secret to prevent fraud. Without prejudice and in addition to the provisions of the applicable Card Terms and Conditions regarding the security of any Card or Card PIN, you shall also take the following precautions where reasonably practicable or accept the risks and consequences of the Mobile Devices being used by unauthorised persons or for unauthorised purposes:
    (a) set up a password for your Mobile Devices to prevent unauthorized use of your Mobile Devices and access to your personal information in case it is lost or stolen;
    (b) register, activate and use your Card for the Mobile Payment Service in accordance with the directions and in the manner specified by the relevant Mobile Payment Service Provider;
    (c) designate Security Details for Mobile Devices, effecting Mobile Payment Transactions and should not do the following (or any of them):
    (i) choose any personal identification number, password, passcode or other information that is easily accessible personal information or is easy to guess by any other person;
    (ii) disclose any Security Details to any other person (including the staff of the Bank) or permit any other person (including the staff of the Bank) to use them; and
    (iii) allow any other person to designate his security information for the Mobile Device or to use the Mobile Device in any other manner for effecting Mobile Payment Transactions;
    (d) if you have already designated any Security Details for the Mobile Device before registering the Card for any Mobile Payment Service, you should review them and re-designate the Security Details as necessary to ensure that (i) they are not easily accessible personal information and are not easy to guess, and (ii) they have not been disclosed to any other person;
    (e) safeguard against accidental or unauthorised disclosure of any Security Details, and change the Security Details periodically or where necessary;
    (f) safeguard the security of the Card and Mobile Device and keep them under personal control, and notify the Bank of any loss or theft of the Card or Mobile Device or any suspected unauthorised transaction or use of the Card for any unauthorised purpose as soon as reasonably practicable either in writing addressed to the Bank or by telephone to the designated service hotline;
    (g) not to proceed with a payment process on the Mobile Device unless it is under personal possession or control at the time;
    (h) not to register or activate the Card in any Mobile Device in which any authorised software, programme or application has been modified, overridden, by-passed or deactivated (such as, but without limitation, a "rooted" Mobile Device where root access to its software operating system has been obtained or "jailbroken" Mobile Device with the software lockdown being overridden) or which is installed with any pirated, hacked, fake or unauthorised software, programme or application;
    (i) check each Bank statement as soon as reasonably practicable after receiving it and notify the Bank of any suspected unauthorised transaction or use of the Card for any unauthorised purpose;
    (j) notify the Bank if you do not receive a Bank statement according to the usual statement mailing cycle;
    (k) delete the Card and all Card details stored in the Mobile Device in accordance with the directions and guidance given by the relevant Mobile Payment Service Provider in the following cases (or any of them):
    (i) before disposing of the Mobile Device in which that Card and its details are stored or passing that Mobile Device temporarily to any other person (e.g. for repair); and
    (ii) if that Card is terminated by you or by the Bank for any reason;
    (l) when make payment with an QR code of  relevant Mobile Payment:
    (i) Stay vigilant and make sure the QR code is from a trusted source before scanning; and
    (ii) Check whether the processed QR code information is correct; and
    (iii) Never disclose the QR code generated by mobile payment services to others casually;
    (m) refer to the security advice provided by the Bank from time to time and observe in a timely manner the relevant security measures in using the Card for effecting Mobile Payment Transactions as specified by the Bank on-line or otherwise from time to time.