Secure Online Shopping

Overview

Starting from late Feb 2024, we'll introduce a new way to authenticate card-not-present (CNP) transactions in phases. Simply log on to Hang Seng Mobile App to authenticate with biometric authentication or "6-digit PIN" instead of receiving One-Time Password via SMS, which is safer and more convenient.

Steps to authenticate CNP transactions

Authenticate via Mobile App (single CNP transaction)

Step 1 / 5
You'll see the payment page after confirming the online transaction details. Open Hang Seng Mobile App to authenticate the CNP transaction without closing the page.
Step 1 / 6
You'll see the payment page after confirming the online transaction details. Open Hang Seng Mobile App to authenticate the CNP transaction without closing the page.
Step 1 / 3
You'll see the payment page after confirming the online transaction details, and review the transaction details carefully.

FAQs

CNP transactions authentication

Transaction authentication is only required for online merchants that support the 3D Secure authentication protocol.

Authenticate with Hang Seng Mobile App

  • Your personal details will be more comprehensively protected while reducing the risk of credit card theft and fraudulent transactions
  • No matter where you are, authenticate "card-not-present" transactions with Hang Seng Mobile App to enjoy a seamless payment experience

You can use Hang Seng Mobile App to authenticate CNP transactions if:

  • your mobile device has downloaded and installed Hang Seng Mobile App
  • you've successfully logged on to Hang Seng Mobile App in the past 90 days
  • Mobile Security Key is enabled
  • Hang Seng Mobile App account is not locked

You can tap "Cancel" on CNP transaction page, then tap "Cancel" again in the confirmation message. The related transaction will become invalid as it can't authenticated.

You can tap "Don't recognise the payment" after cancelling, and visit "Manage Card" under "My Cards" to block your card temporarily, or contact us for assistance.

If you're unable to authenticate in 3 minutes after logging on to Hang Seng Mobile App, you'll receive this reminder and your transaction will be cancelled.

Hang Seng Mobile App will be temporarily unavailable during Personal e-Banking system maintenance. We'll send the One-Time Password to your registered mobile number via SMS for card-not-present transaction authentication. You can refer to System Maintenance Schedule for details.

Authenticate via One-Time Password

OTP Service is a security feature provided by Hang Seng Bank. When you make an online transaction with your Hang Seng Credit Card at a participating 3D Secure online merchant, we'll send a 6-digit OTP via SMS to your registered mobile number. Simply enter the OTP to authenticate your transaction.

The OTP expires in 100 seconds after it's issued. If you're unable to enter the OTP to authenticate your transaction before it expires, you can click "Resend OTP" on the transaction webpage in order to receive another valid OTP on your registered mobile number. You can enter the new OTP to complete the transaction.

Please note that the “Resend OTP” function can only be used 3 times for each transaction. If you use the “Resend OTP” function 3 times in a row without entering the correct OTP, you'll be unable to complete the transaction. You'll be redirected back to the merchant’s website and restart the payment process again.

If you're overseas and using overseas networks, you may not be able to receive international SMS. Please be reminded to turn on your mobile and activate roaming service to ensure you can receive the OTP SMS to complete the online transaction when you're in mainland China or overseas. Please consult your telecommunication service provider for details.

You can receive OTP with a valid local, mainland China or overseas mobile number. Please provide relevant country / region code if yours is a mainland China or overseas number. However, this service isn't available for mobile numbers with call forwarding services.

Useful information