New log on experience coming soon

Overview

We have been regularly updating the latest security measures to keep your online banking experience safe and secure. Going forward, we will be making some changes on the way you log on and verify your identity on Personal e-Banking soon[1]. We do so to make sure you can manage your money with ease. Please keep your personal information like mobile number and email address accurate and up-to-date, otherwise you may not be able to log on to Personal e-Banking if your information does not match with our record.

Key updates

You will first start seeing a new look of our existing log on page from mid-May 2022. Learn more from the "Is there anything I need to know / do now?" section on this page.

We will then introduce you to a new way to log on[1] over the coming months.

We will simplify the steps to enter password[1] so online banking is easier for you.

You can verify your browser with your personal device to trust it if you're using it to log on to Personal e-Banking for the first time[1]. Trusting your browser means we will know it's you logging on and you can do so without additional verification in the future.

Mobile Security Key password will be made simpler[1]. We will help you to activate Mobile Security Key during your log on to the App[2]. Meanwhile, activating biometric authentication will make your log on even more convenient.

You can enjoy the flexibility of using our online banking services safely with more than 1 mobile device[1].

Is there anything I need to know / do now?

New look of log on

Via mobile app

Step 1 / 2
Visit Hang Seng Personal Banking mobile app log on page, enter your username and tap "Log on".

Via website

Step 1 / 2
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".

Why is it important?

You may not be able to log on to Personal e-Banking if your information does not match with our record. Please keep your personal information such as mobile number and email address accurate and up-to-date for a smooth log on experience.

Mobile Security Key or Security Device is required for updating your personal particulars.

If you cannot update your information on Personal e-Banking, please refer to FAQs section on this page.

Via mobile app

Step 1 / 4
Log on to Hang Seng Personal Banking mobile app and tap "Settings".

Via website

Step 1 / 2
Log on to Personal e-Banking (Desktop version) and select "Customer Services" "Account Maintenance" "Personal Particulars". Then, edit the information and press "Update".

How to reset passwords?

If you have forgotten your login passwords, you can reset it online right away.

Not having a Mobile Security Key / Security Device or forgetting the answers to your security questions? Please follow the on-screen instructions and fill in the form to request new passwords.

Mobile Security Key / Security Device activated

Step 1 / 6
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".

Using dual password only

Step 1 / 7
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".

How to set up security questions?

Security questions help reset your password when you forget it. If you have forgotten your security questions, you can reset it online right away.

Step 1 / 2
Log on to Personal e-Banking (Desktop version) and select "Customer Services" > "Change Password(s) / Security Questions" > "Set up / Change Security Questions". Set up / change your security questions and answers then press "Confirm".

FAQs

After you entered your username and pressed "Continue", you will be asked to enter your first password and security code by default if you have activated Mobile Security Key / Security Device. If you would like to use passwords to log on instead, you can press “Switch log on mode to second password”.

If you have mobile number registered with us and also registered Hang Seng Voice ID, you can call us to update your information;

Otherwise, please return the completed Add / Update mobile number / email address form with your reference number filled and a copy of your ID document to us. If you had not received the reference number in our notification to you, please contact us:

If you are a Hang Seng MPF scheme member and need to update your information, please return the completed Personal Details Change Form (HA91) to Hang Seng MPF Administrator following the form instructions. You can refer to sample on our website in "Insurance & MPF" "MPF" "Download Forms and Documents". Should you have any queries, please contact Hang Seng MPF Service Hotline on (852) 2213 2213.

Always access Personal e-Banking by clicking "Log on" button on our home page. Please also download Hang Seng Mobile App through the official app store for your device.

For more security tips, please visit the Security Information Centre of our home page.

You will first start seeing a new look of our existing log on page from mid-May 2022 (refer to "Is there anything I need to know / do now?" section of this page).

New log on experience will be available to customers in stages and you will receive a notification from us before they are launched so you are aware of the details of changes. Make sure your mobile phone number and email address are up-to-date in Bank record to get the latest updates.

If you believe you have shared your sensitive personal information, such as HKID, e-Banking login credentials, One Time Password (OTP) via online, by telephone or any other means, please call our Customer Service Hotline (852) 2822 0228 immediately to report it (Select language then press #, 9).

If you are suspicious of any emails, SMS text or websites claiming to be from Hang Seng Bank, please forward it to phishing@hangseng.com, delete it and empty your deleted items afterwards, or call our Customer Service Hotline: (852) 2822 0228 for enquiry.

Things to note:

  • Please ensure you copy the full email, smishing text or website address (URL) into the body of the email
  • Please do not send any sensitive personal information within the email

No, these changes only apply to Hang Seng Personal e-Banking users.

You can go to "Contact Us" on our home page then click "Live Chat" to chat with us online.

Footnote

Remark(s)

  1. We will notify online banking customers on details of the service updates to ensure they are aware of the changes before they become available.
  2. New Physical Security Device will not be issued effective from 1 July 2022.