Mobile Security Key and Biometric Authentication

Overview

The Mobile Security Key[1] is a digital version of the physical Security Device within the Hang Seng Personal Banking mobile app ("Hang Seng Mobile App") for two-factor authentication. You won't have to carry an additional physical Security Device and can enjoy secured access to Hang Seng Personal e-Banking services.

Once you have activated your Mobile Security Key, simply enter your Mobile Security Key password / 6-digit PIN to log on to Hang Seng Mobile App. You can also use the Mobile Security Key to generate a one-time-use Security Code in order to log on to Personal e-Banking (Desktop version).

Key features

Quick log on with Mobile Security Key and Biometric Authentication.

Biometric Authentication[1] - features like fingerprint and face recognition let you log on to Hang Seng Mobile App and confirm transactions with your biometric credentials. Use Biometric Authentication instead of entering your Mobile Security Key password / 6-digit PIN.

In the new log on experience, you are allowed to activate Mobile Security Key on 2 devices, providing you more flexibility to bank online.

Apple iPhone X with face recognition lets you use iOS Face ID. With your iOS or Android™ compatible mobile devices[1] with fingerprint authentication, you can use fingerprint authentication to log on and confirm transactions instantly.

Besides Personal Mobile Banking, your Mobile Security Key can generate a security code for you log on to Personal e-Banking on your desktop.

You can access to below functions with your Mobile Security Key:

  • Transfer to Non-registered accounts / payees (including small value limit)
  • Pay bills to e-Merchants
  • Enroll to e-Bills
  • Set up Direct Debit Authorisation
  • Raise daily transfer and bill payment limit
  • Register new payee
  • Register Cross-Border View & Transfer services
  • Trading securities and other investment products
  • Request for ATM Card Replacement
  • Reset Card PIN[2] or Request new Phone PIN
  • Report Card lost and card replacement
  • Update Personal Particulars
  • Reset Personal e-Banking passwords

Hang Seng Personal Banking

Manage your wealth anytime with mobile banking

How it works

Activate Mobile Security Key

Existing log on experience

Step 1 / 6
Access the latest version of the Hang Seng Personal Banking mobile app and log on to your Personal e-Banking.

New log on experience

Step 1 / 6
Visit Hang Seng Mobile App log on page, enter your username and tap "Log on".

Existing log on experience

Step 1 / 4
Log on to Personal e-Banking by entering your Mobile Security Key password.

New log on experience

Step 1 / 3
Log on to Hang Seng Mobile App and tap "Activate Touch ID" - depending on the device model, it could be called "Activate Face ID" / "Activate biometrics".

Existing log on experience

Step 1 / 4
Select “Generate Security Code” on logon page.

New log on experience

Step 1 / 4
Tap “Generate security code” on log on page.

Make sure the date and time of your device is set automatically to generate a valid security code.

Existing log on experience

Step 1 / 8
Log on with your Personal e-Banking credentials on the new mobile device.

New log on experience

Step 1 / 7
Visit Hang Seng Mobile App log on page, enter your username and tap "Log on".

Existing log on experience

Step 1 / 4
Log on to Hang Seng Mobile App and go to “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” from the menu.

New log on experience

Step 1 / 4
Log on to Hang Seng Mobile App and go to "Settings" "Security-related" "Manage Device".

FAQs

Common questions

Mobile Security Key is a digital version of Security Device within the Hang Seng Personal Banking mobile app and is used to generate one-time use Security Codes in order to log on to Personal e-Banking and access a full range of online banking services.

Existing log on experience:

Once you have downloaded the Hang Seng Mobile App on your mobile device, you can log on and select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” from the menu to activate your Mobile Security Key. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Security Key.

New log on experience:

Once you have downloaded the Hang Seng Mobile App on your mobile device, you can log on with your username and follow verification steps on-screen to create a 6-digit PIN. After that you will be able to log on to Hang Seng Mobile App with the 6-digit PIN.

Please note that you need to have valid and up-to-date personal information in our records (such as mobile phone number, email address and date of birth) in order to activate the Mobile Security Key.

Existing log on experience:

Activating the Mobile Security Key is optional. You may continue to log on to Personal e-Banking using dual password mode or physical Security Device.

New log on experience:

You will have to activate Mobile Security Key in order to log on to Hang Seng Mobile App.

Existing log on experience:

If you have forgotten your Mobile Security Key password, please tap the "Forgot Mobile Security Key Password?" on the log on page via Hang Seng Mobile App and then follow the on-screen instructions to reset your Mobile Security Key password.

New log on experience:

If you have forgotten your 6-digit PIN, you can tap the "Forgot your PIN?" on the log on page via Hang Seng Mobile App and then follow the on-screen instructions to reset your 6-digit PIN.

Mobile Security Key - General Questions

Mobile Security Key is a digital version of Security Device within the Hang Seng Personal Banking mobile app and is used to generate one-time use Security Codes in order to log on to Personal e-Banking and access a full range of online banking services.

Mobile Security Key is a feature within the Hang Seng Mobile App.

Upon activation of the Mobile Security Key, you will not have to carry an additional physical Security Device with you and can enjoy access to our full range of Personal e- Banking services anytime and anywhere.

Mobile Security Key will make logging on to mobile banking quicker and easier. Simply enter your Mobile Security Key password / 6-digit PIN or use your biometric credentials (if Biometric Authentication is enabled) to log on to Hang Seng Mobile App.

Existing log on experience:

Once you have downloaded the Hang Seng Mobile App on your mobile device, you can log on and select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” from the menu to activate your Mobile Security Key. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Security Key.

New log on experience:

Once you have downloaded the Hang Seng Mobile App on your mobile device, you can log on with your username and follow verification steps on-screen to create a 6-digit PIN. After that you will be able to log on to Hang Seng Mobile App with the 6-digit PIN.

Please note that you need to have valid and up-to-date personal information in our records (such as mobile phone number, email address and date of birth) in order to activate the Mobile Security Key.

Mobile Security Key is supported on Apple iPhone with iOS version 12.2 or above and mobile device with Android OS version 8.0 or above.

Existing log on experience:

Your Mobile Security Key can only be registered to one mobile device at a time. If you would like to change the device your Mobile Security Key is linked to, simply log on to Personal Mobile Banking with your new mobile device and select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key” from the menu. Then select "Switch Mobile Security Key to this device" and follow the on-screen instructions to activate Mobile Security Key on your new mobile device.

New log on experience:

You are allowed to activate Mobile Security Key on 2 devices, providing you more flexibility to bank online.

Existing log on experience:

Activating the Mobile Security Key is optional. You may continue to log on to Personal e-Banking using dual password mode or physical Security Device.

New log on experience:

You will have to activate Mobile Security Key in order to log on to Hang Seng Mobile App.

To maintain the security and integrity of your accounts, one customer can only activate either Mobile Security Key or physical Security Device at a time.

If you've already owned a physical Security Device, once your Mobile Security Key is activated, your physical Security Device will be deactivated immediately.

Existing log on experience:

Before you discard your mobile device, you will need to deactivate your Mobile Security Key, which you can do via the “Settings” "Security-related" "Mobile Security Key / Biometric Authentication" "Mobile Security Key" after you have logged on to Hang Seng Mobile App.

New log on experience:

Before you discard your mobile device, you will need to deactivate your Mobile Security Key, which you can do via the “Settings” "Security-related" "Manage Device" after you have logged on to Hang Seng Mobile App.

Alternatively, you can log on to Personal e-Banking via your desktop browser and go to "Customer Service - Manage Security" "Manage Device" then click "Remove device" to remove the Mobile Security Key from the device(s) you want.

We recommend that you also reset your old mobile device to factory settings after deactivation.

Please contact our Customer Service Representatives immediately at (852)2822 0228 if your Mobile Security Key activated mobile device is lost or stolen and we will disable the Mobile Security Key to prevent unauthorised access.

Existing log on experience:

After logging on to Hang Seng Mobile App, you can deactivate your Mobile Security Key by selecting “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” from the menu, and follow the on-screen instructions to deactivate the Mobile Security Key.

New log on experience:

After logging on to Hang Seng Mobile App, you can deactivate your Mobile Security Key by selecting “Settings” “Security-related” “Manage Device” from the menu, and follow the on-screen instructions to remove the Mobile Security Key from the device(s) you want.

Alternatively, you can log on to Personal e-Banking via your desktop browser and go to "Customer Service - Manage Security" "Manage Device" then click "Remove device" to remove the Mobile Security Key from the device(s) you want.

Since Mobile Security Key is tied to your mobile device instead of your SIM card, no special arrangement is needed after you have changed the SIM card or your mobile phone number on your Mobile Security Key-activated mobile device.

If you have changed your mobile phone number, please update the bank record by logging on to Personal e-Banking (desktop version) and selecting Customer Service > Account Maintenance > Personal Particulars.

If your mobile device is jailbroken / rooted, there may be security loopholes. For security reasons, you will not be allowed to activate and / or use Mobile Security Key.

If you have successfully registered an overseas mobile phone number in our system, we will deliver the SMS verification code to your phone number. Please ensure you are technically able to receive the message in the country / territory you are in.

Mobile Security Key - Logon

Yes, once you have activated the Mobile Security Key on your mobile device, you have to enter your Mobile Security Key password / 6-digit PIN or use Biometric Authentication (if you have enabled it) when you log on to Hang Seng Mobile App.

You can use Mobile Security Key to log on to Personal e-Banking (Desktop version), simply follow the below steps to generate the security code. There are also on-screen instructions available on Personal e-Banking (Desktop version) log on page for you to follow.

Existing log on experience:

  • Launch the Hang Seng Mobile App on your mobile device with Mobile Security Key activated
  • Tap "Generate Security Code" on log on page
  • Select "Log on / Re-authenticate"
  • Enter your Mobile Security Key password and press "Generate Security Code". You can also use Biometric Authentication if you have enabled it.

Your security code will be displayed right away, you may input it into the field provided in Personal e-Banking (Desktop version) to log on.

New log on experience:

  • Launch the Hang Seng Mobile App on your mobile device with Mobile Security Key activated
  • Tap "Generate security code" on log on page
  • Select "Log on"
  • Enter your 6-digit PIN or use Biometric Authentication (if you have enabled it)

Your security code will be immediately displayed, you may input it into the field provided in the Personal e-Banking (Desktop version) to log on.

Existing log on experience:

If you have forgotten your Mobile Security Key password, please tap the "Forgot Mobile Security Key Password?" on the log on page via Hang Seng Mobile App and then follow the on-screen instructions to reset your Mobile Security Key password.

New log on experience:

If you have forgotten your 6-digit PIN, you can tap the "Forgot your PIN?" on the log on page via Hang Seng Mobile App and then follow the on-screen instructions to reset your 6-digit PIN.

Existing log on experience:

If you would like to change your Mobile Security Key password, upon log on to the Hang Seng Mobile App, select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key” “Change Mobile Security Key Password”.

New log on experience:

If you would like to change your 6-digit PIN, upon log on to the Hang Seng Mobile App, select “Settings” “Security-related” “Manage Security" "Change PIN".

Once your Mobile Security Key is activated, it will be linked to your personal accounts, and only you can access your accounts through the Mobile Security Key-activated mobile device. Other users cannot log on to their accounts in Hang Seng Mobile App using your Mobile Security Key-activated mobile device.

Existing log on experience:

If you deleted your Hang Seng Mobile App accidentally, you need to re-install the App to your mobile phone and then log on and select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key“ “Switch Mobile Security Key to this device” from the menu to activate the Mobile Security Key on the mobile phone again.

New log on experience:

If you deleted your Hang Seng Mobile App accidentally, you need to re-install the App to your mobile phone and then log on with your username and follow verification steps on-screen to create a 6-digit PIN. After that you will be able to log on Hang Seng Mobile App with the 6-digit PIN.

Biometric Authentication

Biometric Authentication means the identity authentication function using biometric credentials (e.g. fingerprint, facial map or any other biometric data).

Biometric Authentication is a feature tied in with Mobile Security Key, allowing you to access mobile banking faster and easier by using your unique biometric credential(s), such as fingerprint, iris or facial map, stored on your mobile device(s) instead of having to enter your Mobile Security Key password / 6-digit PIN.

Since the Biometric Authentication is tied in with the Mobile Security Key, you must first activate Mobile Security Key in order to enable Biometric Authentication service.

Sure, you can still log on using your Mobile Security Key password / 6-digit PIN.

Yes. As long as you have enabled biometric authentication for log on Hang Seng Mobile App, you can use biometric authentication for transaction verification and generating security code.

Fingerprint Authentication is available on:

Apple Mobile Device:

  • iPhone 5s or later models with Touch ID and operates on iOS 12.2 or above.

Android Mobile Device:

  • Android mobile device operates on OS version 8.0 or above with compatible fingerprint sensor and recognized Trusted Execution Environment (TEE) enabled, or
  • Designated Android mobile devices operates on OS version 8.0 or above with compatible fingerprint sensor enabled, including:
    Samsung: Galaxy S10, Galaxy S10+, Galaxy S10e, Galaxy A7, Galaxy A9, Galaxy Note 9, Galaxy S9, Galaxy S9+, Galaxy A6+, Galaxy A8 Star, Galaxy J6, Galaxy C9 Pro, Galaxy Note 8, Galaxy S8, Galaxy S8+, Galaxy S7, Galaxy S7 edge, Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy Note 5
    LG: Q Stylus+, V30+, V20, G6, G6+
    Sony: Xperia XZ3, Xperia XA2 Plus, Xperia XZ2, Xperia XZ2 Premium
    Google: Pixel 3, Pixel 3 XL, Pixel 2, Pixel 2 XL
    HTC: U12+
    Huawei: Mate 20 Pro
    Motorola: G6 Plus

Face recognition for authentication is available on Apple iPhone X or new models and operates on iOS 12.2 or above.

Any biometric credential(s) stored on your mobile device, now or in the future, can be used to log on to your Hang Seng Mobile App when you enable Biometric Authentication. Therefore, you should not store or allow any third-party biometric credential(s) to be stored in your mobile device. Only store your own biometric credential (s) on your mobile device.

Existing log on experience:

After logging on to Hang Seng Mobile App, you can enable Biometric Authentication by selecting “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Biometric Authentication” from the menu, and follow verification steps on-screen to enable Biometric Authentication.

New log on experience:

After logging on to Hang Seng Mobile App, you can enable Biometric Authentication by selecting “Settings” “Security-related” “Manage Security”, and follow verification steps on-screen to enable Biometric Authentication.

Yes. You can log on immediately using your biometric credentials after successful registration of Biometric Authentication.

No, your biometric credentials will not be stored in the Hang Seng Mobile App or kept for Hang Seng’s internal record.

Please contact our Customer Service Representatives immediately at (852)2822 0228 if your Biometric Authentication-enabled mobile device is lost or stolen and we will deactivate your Mobile Security Key and disable the Biometric Authentication service to prevent unauthorised access.

Existing log on experience:

After logging on to Hang Seng Mobile App, you can disable Biometric Authentication by selecting “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Biometric Authentication” from the menu, and follow the on-screen instructions to disable Biometric Authentication.

New log on experience:

After logging on to Hang Seng Mobile App, you can disable Biometric Authentication by selecting “Settings” “Security-related” “Manage Security”, and follow verification steps on-screen to disable Biometric Authentication.

For security reasons, the Biometric Authentication may be disabled when:

  • Your biometric credential settings in your mobile device have been changed (e.g. Add or delete fingerprints or reset facial map)
  • Your Personal e-Banking passwords have been changed
  • Your Mobile Security Key has been deactivated
  • Your Mobile Security Key password has been changed
  • Your Mobile Security Key password has been reset

You will need to re-enable the Biometric Authentication if you wish to continue using it to log on to Personal Mobile Banking.

The probability of a false match using face recognition for authentication varies in some cases, such as for twins or siblings who look alike or adolescents, and disable "Require Attention for Face ID" function from your mobile device settings. If you would still like to enable the face recognition authentication function, please read the Terms and Conditions carefully and accept the associated risks and consequences.

Only the biometric credentials, such as fingerprints or facial map, stored in your mobile device can be used to access the Hang Seng Personal Banking mobile app. Your biometric credential will not be stored in the Personal e-Banking or kept anywhere within Hang Seng. You can enable or disable Biometric Authentication anytime in the "Settings" menu. Please note that the probability of a false match using face recognition for authentication may be dependent on certain circumstances, e.g. twins or siblings that look alike, or if you’re an adolescent, and have disabled the "Require Attention for Face ID" function in your mobile device settings. If you would still like to enable the face recognition for authentication function, please read the Terms and Conditions carefully and accept the associated risks and consequences.

Useful Information

Footnote

Other point(s) to note

  1. Google Play and the Google Play logo are trademarks of Google LLC.
  2. Apple, the Apple logo, and iPhone are trademarks of Apple Inc., registered in the US and other countries. App Store is a service mark of Apple Inc.

Remark(s)

  1. For compatible mobile devices only.
    Mobile Security Key is available on Apple iPhone with iOS version 12.2 or above and mobile device with Android OS version 8.0 or above.
    Fingerprint Authentication is available on:
    • Apple iPhone 5s or later models with Touch ID and operates on iOS 12.2 or above
    • Android mobile device operates on OS version 8.0 or above with compatible fingerprint sensor and recognized Trusted Execution Environment (TEE) enabled, or
    • Designated Android mobile devices operates on OS version 8.0 or above with compatible fingerprint sensor enabled, including:
      Samsung: Galaxy S10, Galaxy S10+, Galaxy S10e, Galaxy A7, Galaxy A9, Galaxy Note 9, Galaxy S9, Galaxy S9+, Galaxy A6+, Galaxy A8 Star, Galaxy J6, Galaxy C9 Pro, Galaxy Note 8, Galaxy S8, Galaxy S8+, Galaxy S7, Galaxy S7 edge, Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy Note 5
      LG: Q Stylus+, V30+, V20, G6, G6+
      Sony: Xperia XZ3, Xperia XA2 Plus, Xperia XZ2, Xperia XZ2 Premium
      Google: Pixel 3, Pixel 3 XL, Pixel 2, Pixel 2 XL
      HTC: U12+
      Huawei: Mate 20 Pro
      Motorola: G6 Plus
    • Face recognition for authentication is available on Apple iPhone X or newer models and operates on iOS 12.2 or above.
  2. Hang Seng Spending Card account is a non-interest bearing account. Funds maintained in the Hang Seng Spending Card account are not protected deposit and are not protected by the Deposit Protection Scheme in Hong Kong.