Live Chat

Overview

Push Notification message

Just click the "Live Chat" icon on designated pages to reach our Customer Service Representatives during service hours. Live Chat supports enquiries and can also handle general account instructions for you.

Key features

Live Chat supports Personal Banking account services, Foreign Exchange, Time Deposits, Credit Cards, Personal Loans, and general Investment & Insurance enquiries. We can also handle general account instructions for you.

With our Live Chat service, you will be able to reach us without calling us or visiting our branches. Chat service hours for Investment & Insurance are Monday to Friday, 9 a.m. to 9 p.m. (except Hong Kong public holidays) and Monday to Sunday, 8 a.m. to 1 a.m. for General Banking services.

You may use Live Chat to contact us via the Hang Seng Bank website, Hang Seng Personal e-Banking, Hang Seng Personal Banking Mobile App ("Hang Seng Mobile App") or through our Virtual Assistant H A R O.

Live Share provides you with the option to allow our Customer Service Representatives to view your e-Banking screen securely so that we can help you navigate our digital journeys and provide personalized service to you.

How to use

Hang Seng Bank website

Step 1 / 2
Click "Live Chat" icon on the designated pages of the Hang Seng Bank website.
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Click "Live Chat" icon on the designated pages of the Hang Seng Personal e-Banking after logon.
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After logging on Hang Seng Mobile App, click the Live Chat icon on the bottom right of designated pages.

About Live Chat

Live Chat provides real-time chat with our Customer Service Representatives. It is now available on designated pages to provide instant support, including Personal Banking services, Foreign Exchange, Time Deposits, Credit Cards, Personal Loans, general Investment & Insurance. We will update the service scope from time to time.

No. All enquiries are handled by our Customer Service Representatives to provide you with instant assistance.

To use Live Chat via the Hang Seng Bank website or Hang Seng Personal e-Banking, you do not need to install any software.

To use Live Chat via the Hang Seng Mobile App, please download and update the App to the latest version from time to time.

For Live Chat on the Hang Seng Bank website or Hang Seng Personal e-Banking, please click "+" in the conversation to show the menu, then click "Email Transcript" to receive the chat history via the email address you have provided us. You may also click "Print Transcript" to print out the content. Please select to email or print before you end the chat.

For Live Chat on the Hang Seng Mobile App, you can view the chat history any time.

The enquiries of Investment and Insurance need to be answered by designated Customer Service Representatives, and the service hours are Monday to Friday, 9 a.m. to 9 p.m. (except Hong Kong public holidays).

Live Chat will automatically mask your personal information that you have provided us. For more security information, please refer to Security and Fraud Centre.

About Live Chat on Hang Seng Bank Website

To provide services specific to your accounts, our Customer Service Representatives will invite you to log on to Hang Seng Personal e-Banking or the Hang Seng Mobile App. You may contact us again after logging on to enjoy better services.

About Live Chat on Hang Seng Personal e-Banking

In general, our Customer Service Representatives will not ask for your personal information during a chat, e.g. ID number, correspondence address, contact number. However, for specific account and transaction enquiries, they may ask you to provide partial account and/or contact information for verification, e.g. the middle 6 digits of your account number.

For Live Chat on the Hang Seng Bank website or Hang Seng Personal e-Banking, please click "+" in the conversation to show the menu, then click "Email Transcript" to receive the chat history via the email address you have provided us. You may also click "Print Transcript" to print out the content. Please select to email or print before you end the chat.

About Live Chat on Hang Seng Mobile App

Please install Mobile Security Key in your device to use "Live Chat" on the Hang Seng Mobile App.

You may leave messages on Live Chat outside of service hours and our Customer Service Representatives will reply to your enquiries when the service resumes. This is currently only available on the Hang Seng Mobile App now.

To receive notification of our replies to you, please enable ‘Notification’ for the Hang Seng Mobile App in your phone setting.

When you receive a reply, you may log on to the Hang Seng Mobile App. Then, click the “menu” icon (3 horizontal lines) at the top left corner and click "Live Chat" to see the response.

In general, our Customer Service Representatives will not ask for your personal information during a chat, e.g. ID number, correspondence address, contact number. However, for specific account and transaction enquiries, they may ask you to provide partial account and/or contact information for verification, e.g. the middle 6 digits of your account number.

No. This function is currently available only on the Hang Seng Bank website and Hang Seng Personal e-Banking.

Need more help?

Call our Customer Service Hotline