Online Chat Services


Hang Seng Online Chat Services answer your banking enquiries through Virtual Assistant H A R O or Customer Service Representatives via Live Chat. These options bring you a brand-new, omni-channel customer care experience.

You can now chat with Virtual Assistant H A R O to learn about products, submit banking enquiries and perform simple transactions anywhere and anytime based on your preferences. When further assistance is required, Live Chat can step in to offer specific customer care. Connecting to our Customer Service Representatives has never been easier.

Chat through your banking journey now.

Our Product Solutions

Virtual Assistant H A R O

  • Empowered by AI, H A R O is here to address your banking enquiries and offer you services instantly

H A R O WhatsApp

  • Be instantly in the know about FX trends and the nearest ATMs via WhatsApp[1]

Live Chat

  • Get in touch with our Customer Service Representatives without visiting a branch or calling hotlines

Seamless connection from H A R O to Live Chat


Set transfer limit with difficulty


Mr. Chan, a new Hang Seng customer, has created a Personal e-Banking account. He wants to transfer money to his wife, but his request is rejected due to the e-Banking transfer limit. He would like to seek help online.

Online Chat Banking Solution

Step 1 / 4
Input your banking enquiry in H A R O. For example, "Set transfer limit".


H A R O is Hang Seng Bank's chatbot with artificial intelligence (AI). It explains banking products and addresses enquiries anytime. It also offers transaction services, such as FPS, foreign currencies exchange, and credit card repayment.

Live Chat is handled by our Customer Service Representatives to provide you with instant banking support, covering Personal Banking account services, Foreign Exchange, Time Deposits, Credit Cards, Personal Loans, Investment and general Insurance enquiries. It can also handle general account instructions for you.

In normal case, as H A R O is empowered by AI engine, it is able to answer general banking enquiries. When human assistance is needed, H A R O will offer you an option in the chat to transfer to our Customer Service Representatives. Simply follow the instructions to proceed. Alternatively, you can directly contact our Customer Service Representatives via Live Chat page.

Under particular situation, H A R O will offer you an option in the chat to transfer to our Customer Service Representatives. You can also contact a Customer Service Representative directly via Live Chat page.

No. You can contact a Customer Service Representative through the Hang Seng Bank website and Hang Seng Mobile App.

No. Our Customer Service Representatives can refer to your previous conversations with H A R O.

Yes. When you connect to Live Chat, you can continue to use H A R O by narrowing the Live Chat conversation window. If the Live Chat conversation is not over, you can enlarge the conversation window at any time to continue chatting with our Customer Service Representatives.

Need more help?

Call our Customer Service Hotline


Other point(s) to note

  1. This virtual assistant is an automated service, and information provided for general enquiries is for reference only. The information provided does not constitute any offer for any products or services and is not intended to provide professional investment or other advice.
  2. The conversation content will be analyzed and used for the virtual assistant’s accuracy and quality enhancement and the purpose of providing banking services.
  3. All afore-mentioned information is transmitted and stored in Hang Seng Bank Limited and authorized third parties, which may include processing overseas. Before submitting your information, please read our Important Message to Readers and Internet Privacy Policy Statement and the Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance.


  1. H A R O on WhatsApp 
    H A R O WhatsApp is made solely for general banking enquiries. Functions such as log-on, account enquiries, transfer, repayment and bill payment are not supported. Please be reminded that do not disclose or provide any of your personal or account information on WhatsApp.