Please visit our website at www.hangseng.com , select “Logon to Personal e-Banking” and click “Register Now” with instructions to be followed. Account Number, Phone PIN / ATM PIN and HKID / Passport / Identification Document number (e.g. Exit/Entry Permit for Travelling to and from Hong Kong and Macau) will be required to complete the activation process.
Security Device can be used to logon to Personal e-Banking. For verification purpose, Security Device is required in generating Security Code for selected transactions initiated by customer. Common examples of transactions include:
- Account Transfers to Non-Registered Accounts
- Online Bill Payments to selected merchants
- Setting up Direct Debit Authorisations to Designated Beneficiaries
- Change of Customer Information
- Application for Replacement ATM Card or ATM PIN
Please visit our website at www.hangseng.com and log onto Personal e-Banking, then select “Customer Services” → “Security Device” → “Activate Security Device” and follow the instructions accordingly. Related demonstrations have also been uploaded to Personal e-Banking for reference. For any queries, please contact Customer Service Hotline at (852) 2822 0228 (select preferred language and press 5, 1, 1, 8) to speak to our Customer Service Representative.
You can use your ATM Card to reset Phone PIN via any Hang Seng ATM in Hong Kong (select “Other Services” under Main Menu). Phone PIN can also be requested via Personal e-Banking channel by selecting “Account Services” → “Other Related Services.”
If your corresponding address is in Mainland China, you can also contact Customer Service Hotline at (852) 2822 0228 or 4001 20 8282 (Toll-free Enquiry Hotline for Customers Staying on the Mainland). You can request for Phone PIN request after selecting preferred language and pressing 8, 4. The new Phone PIN will be delivered to you via courier. Upon receipt of new PIN, you can activate related service via mail (by sending completed acknowledgement receipt to us) or phone.
Please visit our website at www.hangseng.com → “Personal Banking” → “More Banking Services” → “Phone Banking”. You can also contact Customer Service Hotline at (852) 2822 0228 (select preferred language and press 8, 4) to speak to our Customer Service Representative.
You can register third party accounts and set up transfer limit by completing relevant forms on our website. Upon successful registration, you can transfer to third party accounts via Personal e-Banking or Phone Banking service.
a. To conduct transfers / remittance via Phone Banking or Personal e-Banking, common forms can be downloaded under “Account Services” section:
o Hang Seng Personal e-Banking Telegraphic Transfer / CHATS Designated Beneficiary Registration Form
o Personal Phone Banking Telegraphic Transfer / CHATS Designated Beneficiary Registration Form
o Daily Limit Maintenance / Request for Security Device Form
o Registered Account Transfer Application / Amendment Form
b. To conduct transfers / remittance via branch, common forms can be downloaded under “Payment Services” section:
o Hang Seng Comprehensive Direct Debit Authorisation Form
o Remittance Smartform
You can request for ATM PIN reset by logging onto Personal e-Banking and selecting “Account Overview” → “Other Related Services” → “ATM Services#”
If your corresponding address is in Mainland China, you can also contact Customer Service Hotline for ATM PIN reset request. For Prestige Banking customers, please contact 4001 20 9188 (Toll-free Enquiry Hotline for Customers Staying on the Mainland); for Preferred Banking customers, please contact (852) 2822 8228 (Select language → Enter account number → Press “#” → Enter Phone PIN → Press “5, 2, 1”)*. New ATM PIN will be sent to your corresponding address in Mainland China via courier.
# The subject application requires Security Device for verification
* The subject application requires Phone PIN for verification
Please visit our branch or contact our Customer Service Hotline at (852) 2822 0228. You can also update your RPQ via our website www.hangseng.com by logging onto Personal e-Banking and selecting “Investments” → “Other Related Services” → “Risk Profiling Questionnaire.”
To protect your interest, you can update your identification document record maintained with us by visiting any of our branch in person. After your identity is successfully identified by us, you would be invited to fill out a designated application form to be provided by our staff. We would also ask you to provide us with the new original identification documents for verification and copying. To safeguard customer against the risks of fraud and financial crime, we do not accept email or mail instructions to update customer’s identification document.
Payments can be made via Personal e-Banking service:
1. Click “New Payee” after logon
2. Select “Insurance companies”
3. Choose the respective insurance company
4. Enter bill account number
5. Select Bill Type “01 PREMIUM”
6. Enter amount and select debit account
7. Click “Proceed”
8. Verify bill payment details then click “Confirm” to proceed
Before paying bills online, please remember to check and ensure sufficient daily bill payment limit (Maximum limit HKD$300,000).
Pre-registration is required for payees under Banking and Credit Card Services, Brokers, Other Financial Institutions, and Sports and Leisure. You can submit “Personal e-Banking and Automated Phone Banking Bill Payment Registration / Amendment Form” to branch or by mail. The form is available at Personal e-Banking portal by selecting “Customer Services” → “Form Download.”
For other merchants, you can log onto Personal e-Banking and select “Bills and Payments” → “New Payee” to proceed. Mobile Security Key or Security Device is required when conducting bill payments. Besides, you must have maintained a valid mobile number (any local 8-digit mobile number begins with "5", "6", "8" or "9" or overseas mobile number with country code specified, e.g. 8613510123456 for a China mobile number) for receiving SMS alert to perform this type of payments.
Hang Seng Bank wishes to remind customers to remain vigilant in safeguarding their banking credentials such as Credit Card number, One-Time Password (OTP) during the online payments and other sensitive account information and not to disclose any such information to third parties. We attach great importance to the security of our online credit card payment service. For enquiries, please contact our 24-hour Customer Service Hotline on the back of Credit Card.
Service Suspension at Hang Seng Bank Branches
The following Hang Seng branch outlets are temporarily closed for service until further notice.
• Chinese University Branch
• Polytechnic University
• University of Science and Technology Branch
• City University Branch
• Baptist University Branch
• MTR Kwai Fong Station Office
• Sheung Shui Sales and Service Centre
• Kwun Tong Sales and Service Centre
Customers can visit other branches, use e-Banking, mobile banking apps or phone banking hotline (personal customers: 2822 0228 / commercial customers: 2198 8000) for banking services. We apologize for any inconvenience caused.