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    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 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 ("Personal e-Banking") services!

    Once you have activated your Mobile Security Key, simply enter your Mobile Security Key password to logon to Personal Mobile Banking. 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

    Log on fast with Mobile Security Key and Biometric Authentication.

    Biometric Authentication[1], features like fingerprint authentication and face recognition, let you log on to Personal Mobile Banking and confirm transactions with your biometric credentials. Use fingerprint authentication or face recognition instead of entering your Mobile Security Key password.

    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
    • Issue e-Cheque
    • 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

    Step 1 / 6
    Access the latest version of the Hang Seng Personal Banking mobile app and log on to your Personal e-Banking.
    Step 1 / 4
    Log on to Personal e-Banking by entering your Mobile Security Key password.
    Step 1 / 4
    Select “Generate Security Code” on logon page.
    Step 1 / 8
    Log on with your Personal e-Banking credentials on the new mobile 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.

    Once you have downloaded the Hang Seng Personal Banking 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.

    Before you discard your mobile device, you will need to deactivate your Mobile Security Key, which you can do via the “Settings” menu after you have logged on to Personal Mobile Banking.

    Alternatively, you can switch your Mobile Security Key from your old mobile device to a new one. Download the Hang Seng Personal Banking mobile app on your new mobile device and select “Settings” > “Security-related” > “Mobile Security Key / Biometric Authentication” > “Mobile Security Key” > “Switch Mobile Security to this device” from the menu after logging on to Personal Mobile Banking. You will be asked to generate a security code from your old mobile device and input it into your new mobile device for activation. Your old Mobile Security Key will be deactivated immediately after successful activation.

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

    If you did not keep your old mobile device, you may logon with the new mobile device and go to “Settings” > “Security-related” > “Mobile Security Key / Biometric Authentication” > “Mobile Security Key” > “Switch Mobile Security Key to this device” from the menu to deactivate the Mobile Security Key from your old mobile device so you can activate it on the new one.

    If you have forgotten your Mobile Security Key password, please press the "Forgot Mobile Security Key Password?" on the logon page via Hang Seng Personal Banking mobile app and then follow the on-screen instructions to reset your Mobile Security Key password. For enquiry, please call our hotline at (852)2822 0228.

    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 Personal Banking 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 Personal Mobile Banking quicker and easier. Simply enter your Mobile Security Key password or use your biometric credentials (if Biometric Authentication is enabled) in the Hang Seng Personal Banking mobile app to log on to Personal Mobile Banking.

    Once you have downloaded the Hang Seng Personal Banking 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.

    Mobile Security Key is supported on Apple iPhone with iOS version 12.2 or above and mobile device with Android OS version 6.0 or above.

    For security reasons, 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.

    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.

    To maintain the security and integrity of your accounts, only one Security Device can be activated at a time per customer. You can choose to use either a physical Security Device or a Mobile Security Key.

    The physical Security Device is designed to be small enough to carry in a wallet or purse with your cards or attached to a key ring.

    The Mobile Security Key is accessed through the Hang Seng Personal Banking mobile app so you will not need to carry a physical Security Device with you.

    Please note that if you already own a physical Security Device, once your Mobile Security Key is activated, your physical Security Device will be deactivated immediately.

    Before you discard your mobile device, you will need to deactivate your Mobile Security Key, which you can do via the “Settings” menu after you have logged on to Personal Mobile Banking.

    Alternatively, you can switch your Mobile Security Key from your old mobile device to a new one. Download the Hang Seng Personal Banking mobile app on your new mobile device and select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key” “Switch Mobile Security to this device” from the menu after logging on to Personal Mobile Banking. You will be asked to generate a security code from your old mobile device and input it into your new mobile device for activation. Your old Mobile Security Key will be deactivated immediately after successful activation.

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

    If you did not keep your old mobile device, you may logon with the new mobile device and go to “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key” “Switch Mobile Security Key to this device” from the menu to deactivate the Mobile Security Key from your old mobile device so you can activate it on the new one.

    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.

    Yes. After logging on to Personal Mobile Banking, 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.

    Yes, you can contact our Customer Service Representatives at (852)2822 0228 to arrange delivery of a new physical Security Device by post or you can visit one of our branches to apply for and collect a new physical Security Device. Your Mobile Security Key will be deactivated immediately after you have activated the new physical Security Device.

    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. A physical Security Device or Mobile Security Key is required to update personal information.

    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 or use Biometric Authentication (if you have enabled it) when you log on to Personal Mobile Banking. You will no longer need your username and dual passwords or physical Security Device after you have activated your Mobile Security Key.

    You can use Mobile Security Key to log on to Personal e-Banking (desktop version), simply follow 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

    • Launch the Hang Seng Personal Banking mobile app on your mobile device with Mobile Security Key activated
    • Select "Generate Security Code" under logon 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 immediately displayed, you may input it into the field provided in the Personal e-Banking (desktop version) to log on.

    If you have forgotten your Mobile Security Key password, please press the "Forgot Mobile Security Key Password?" on the logon page via Hang Seng Personal Banking mobile app and then follow the on-screen instructions to reset your Mobile Security Key password. For enquiry, please call our hotline at (852)2822 0228.

    Yes, if you would like to change your Mobile Security Key password, upon logon to the Personal Mobile Banking, select “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Mobile Security Key” “Change Mobile Security Key Password” from the menu.

    Mobile Security Key is activated on your personal mobile device. Once it is activated, your Mobile Security Key is linked to your personal accounts, and only you can access your accounts through a Mobile Security Key activated mobile device. Other users cannot log on to their Personal Mobile Banking using your Mobile Security Key activated mobile device.

    If you delete your Hang Seng Personal Banking mobile app accidentally, you need to re-install the app to your mobile phone and then logon 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.

    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 Personal Mobile Banking faster and easier by using your unique biometric credential(s), such as fingerprint or facial map, stored on your mobile device(s) instead of having to enter your Mobile Security Key password.

    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.

    After the launch of Mobile Security Key, Biometric Authentication service is tied in with the Mobile Security Key and is upgraded to allow you to have access to a wider range of Personal e-Banking services.

    From 1 June 2018 onwards, the previously enabled Biometric Authentication service will be disabled if you have not activate Mobile Security Key.

    Sure, you can still log on using your Mobile Security Key password.

    Yes. You can enable the transaction verification and generate security code function after you enable Biometric Authentication or you can enable it by selecting “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Biometric Authentication” from the menu after you log on to Personal Mobile Banking.

    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 6.0 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 Personal Mobile Banking 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.

    After logon to Personal Mobile Banking, you can enable Biometric Authentication by selecting “Settings” “Security-related” “Mobile Security Key / Biometric Authentication” “Biometric Authentication” from the menu, and follow the on-screen instructions 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 Personal Banking 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.

    Yes. After logging on to Personal Mobile Banking, 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.

    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 would 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 6.0 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 6.0 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.