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
Is there anything I need to know / do now?
Via mobile app
Step 1 / 2
Visit Hang Seng Personal Banking mobile app log on page, enter your username and tap "Log on".
Step 2a / 2
Enter your first password and security code generated with your Mobile Security Key / Security Device. Then press "Log on ".If you have not activated Mobile Security Key / Security Device, please refer to step 2b.
New look does not apply to devices that have activated Mobile Security Key.
Step 2b / 2
Enter your first and second password. Then press "Log on".
Via website
Step 1 / 2
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".
Step 2a / 2
Enter your first password and security code generated with your Mobile Security Key / Security Device. Then press "Log on".You can also use second password to log on by pressing “Switch log on mode to second password”.
If you have not activated Mobile Security Key / Security Device, please refer to step 2b.
Step 2b / 2
Enter your first and second password. Then press "Log on".If you have activated Mobile Security Key / Security Device, you can press “Switch log on mode to security code” to switch to security code log on mode (Step 2a).
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".
Step 2 / 4
Tap "My Profile" and then tap "Update Personal Particulars".
Step 3 / 4
Then edit the information that you would like to update and tap "Update".
Step 4 / 4
Verify your instruction details and tap "Confirm" to complete your update. 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".
Step 2 / 2
Verify your instruction details and press "Confirm" to complete your 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".
Step 2 / 6
Click "Forgot your password?".
Step 3 / 6
Enter the security code generated with your Mobile Security Key / Security Device and click "Next".If you have forgotten your Mobile Security Key password, you will be redirected to fill in the Request New Passwords form after your Mobile Security Key is locked.
Step 4 / 6
Enter the answer to your security question 1 and click "Next".If you have forgotten your answer, click "Forgot your answer?" and fill it in to request for new passwords.
Step 5 / 6
Enter the answer to your security question 2 and click "Next".If you have forgotten your answer, click "Forgot your answer?" and fill it in to request for new passwords.
Step 6 / 6
Enter your new first and second password, then click "Next" to complete reset. Using dual password only
Step 1 / 7
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".
Step 2 / 7
Click "Forgot your password?".
Step 3 / 7
Enter the answer to your security question 1 and click "Next".If you have forgotten your answer, click "Forgot your answer?" and fill it in to request for new passwords.
Step 4 / 7
Enter the answer to your security question 2 and click "Next".If you have forgotten your answer, click "Forgot your answer?" and fill it in to request for new passwords.
Step 5 / 7
Select your first or second password to reset. You can only reset either 1 of the passwords.If you have forgotten all of your passwords, click "Password Reset Request Form" and fill it in to request for new passwords.
Step 6 / 7
Follow the instructions to enter the required existing password, then click "Next" to confirm.
Step 7 / 7
Enter your new password, then click "Next" to complete reset. 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 / 1
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:
- Signature customers: (852) 2998 8022
- Prestige Banking customers: (852) 2998 9188
- Preferred Banking customers: (852) 2822 8228
- Integrated Account and other deposit account customers: (852) 2912 3456
- Credit Card customers: (852) 2398 0000
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)
- We will notify online banking customers on details of the service updates to ensure they are aware of the changes before they become available.
- New Physical Security Device will not be issued effective from 1 July 2022.