New log on experience coming soon

Overview

Your online security is always our top priority. 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 in stages[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 in our bank record accurate and up-to-date, otherwise you will not be able to log on to Personal e-Banking.

Key updates

The new log on experience will be available to customers in stages. We will notify you on details of the service updates to make sure you are aware of the changes before they become available. Learn more about the screens of the new way to log on from the "Is there anything I need to know / do now before the service update?" section on this page.

You will just need to enter your second password. Your first password will no longer be in use.

Previously if you chose to log on with dual passwords, you were required to enter your first password in full and 3 random characters from your second password to log on:

With the new log on experience, your first password will no longer be required no matter which log on method you are using. Going forward, please enter your second password in full as your password[1]:

When you use a new browser to log on to Personal e-Banking for the first time, you must verify the browser and choose whether to set it as a "trusted browser". Setting up your “trusted browser” speeds up the process of confirming your identity without additional verification. However, if you are using an "untrusted browser", you will be required to enter a one-time password sent via SMS or security code.

All you need is to set up your 6-digit PIN[1] when activating your Mobile Security Key[2]. You can also activate biometric authentication to log on faster.

You can activate Mobile Security Key on 2 devices[1] to enjoy the utmost convenience of using our online banking services.

Is there anything I need to know / do now before the service update?

New way of log on (Via website)

Log on via website

When you use a new browser to log on to Personal e-Banking for the first time, you must verify the browser and choose whether to set it as a "trusted browser". If you are using an "untrusted browser", you will be required to enter a one-time password sent via SMS or security code.

If you log on via an untrusted browser

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

If you log on via a trusted browser

Step 1 / 3
Visit Personal e-Banking (Desktop version) log on page, enter your username and press "Continue".

Create a 6-digit PIN to log on via mobile app

You will have to activate your Mobile Security Key with a 6-digit PIN if you log on via mobile app.

If you are using second password or physical Security Device

Step 1 / 8
Visit Hang Seng Mobile App log on page, enter your username and tap "Log on".

If you log on using a device with Mobile Security Key activated, please go to step 7.

If you've already activated Mobile Security Key

Step 1 / 4
Log on to Hang Seng Mobile App using Mobile Security Key password or Biometric Authentication (if you've enabled it).

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 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 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?

You will just need to enter your second password when using the new way of log on and your first password will no longer be in use. You can change your password after logging on to Personal e-Banking (Desktop version) and go to "Customer Services" "Manage Security" "Change Password".

If you have forgotten your login passwords, you can reset it online right away by following the steps below.

Forgetting your Mobile Security Key password / Security Device PIN or the answers to your security questions? You can also reset your login passwords by pressing "Forgot your answer?" following the steps below and fill in the form to request for 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.

If you have forgotten your passwords and unable to log on to Personal e-Banking, please refer to "Remember you passwords".

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

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.

Unfortunately you may not. The changes are to keep your online banking experience safe and secure and we will send you notification before they are launched so you are aware of the details of changes.

The new look of our existing log on page has been launched in May 2022.

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.

No. You are required to activate Mobile Security Key to continue using Hang Seng Mobile App. You will no longer need to use your physical Security Device as this will be deactivated once you activated your Mobile Security Key.

You can still log on to Personal e-Banking (Desktop version) using your username and password / physical Security Device.

All customers activating Mobile Security Key in our new log on experience will have to set up the 6-digit PIN. This is part of our enhanced security measures to keep your online banking experience safe and secure while allowing you to log on faster to Hang Seng Mobile App.

You can refer to "Banking" "Digital Services" "Personal Banking Mobile App" "Mobile Security Key and Biometric Authentication" on Hang Seng Bank Website.

In the new log on experience, you will just need to enter your second password. Your first password will no longer be in use. There will be no change to your username.

Previously if you chose to log on with dual passwords, you were required to enter your first password in full and 3 random characters from your second password to log on. In the new log on experience, please enter your second password in full as your password.

This is part of our enhanced security measures to keep your online banking experience safe and secure. You will be required to do so only when you log on to Personal e-Banking (Desktop version) on a new or untrusted browser. Trusting your browser means we will know it's you logging on and you can do so without additional verification in the future. Please only trust a browser when you are using your personal device.

There is nothing to worry about. 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 the changes. Make sure your mobile phone number and email address are up-to-date in Bank record to get the latest updates.

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.

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

With effect from 23 July 2022, Personal e-Banking service will be discontinued for commercial customers. You can continue to use Hang Seng Business e-Banking services to handle transactions and payments of your company.

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. You will no longer need to use your physical Security Device as this will be deactivated once you activated your Mobile Security Key. New physical Security Device is no longer issued effective from 1 July 2022.