Live Chat

Overview

Just click "Live Chat" on designated pages to reach our Customer Service Representatives during service hours. Live Chat supports enquiries and can also handle personal 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 personal 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

Before logon to Hang Seng Personal e-Banking

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Click "Live Chat" on the designated pages of the Hang Seng Bank website.
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Click "Live Chat" on the designated pages of the Hang Seng Personal e-Banking after logon.
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After logging on to the Hang Seng Mobile App, click the "Menu" icon (3 horizontal lines) at the top left corner and select "Live Chat".

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.

There is no need to install any software to use Live Chat.

In general, our Customer Service Representatives will not ask for your personal information during a chat. 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. In other scenarios, Live Chat will automatically mask your full personal information if they are provided. For more security information, please refer to Security and Fraud Centre.

About Live Chat after logon to Hang Seng Personal e-Banking

You may click "Live Chat" on the designated pages of the Hang Seng Personal e-Banking after logon.

You can view chat history or continue your previous chat by clicking "Live Chat" after you have logged on to the Hang Seng Personal e-Banking.

You can click "Live Chat" after logging on to the Hang Seng Personal e-Banking to view the reply from Customer Service Representatives.

About Live Chat on Hang Seng Mobile App

After logging on the Hang Seng Mobile App, click the "Menu" icon (3 horizontal lines) at the top left corner and select "Live Chat". Please ensure that you have already installed Mobile Security Key in your device to use "Live Chat" on the Hang Seng Mobile App.

You can view chat history or continue your previous chat by clicking "Live Chat" after you have logged on to the Hang Seng Mobile App.

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

Need more help?

Call our Customer Service Hotline