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We recommend using a computer web browser or Hang Seng Mobile App to log on for enhanced security. Please visit "Security Information Centre" for more security tips.
Activating / switching your Mobile Security Key to a new device
Due to security reasons, some of our services may be disabled temporarily. To resume the suspended services, please verify your identity in Hang Seng Mobile App at least 24 hours after activating / switching your Mobile Security Key by going to "Settings" > "Security-related" > "Verify identity after Mobile Security Key activation".
Alternatively you can verify your identity immediately with any Hang Seng Bank and HSBC ATMs (Select “Other Service” > “Identity verification for Mobile Security Key activation”) or contact us at (852) 2822 0228 (Phone Banking PIN, or Voice ID required).
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 "6-digit PIN" to log on to Hang Seng Mobile App. You can also generate one-time security code with your "6-digit PIN" to log on Personal e-Banking (Desktop version).
Quick log-on with Mobile Security Key and Biometric Authentication without entering your "6-digit PIN" every time.
Biometric Authentication (i.e. fingerprint or face recognition) is a function that linked to Mobile Security Key[1], let you log on to Hang Seng Mobile App and confirm transactions with your biometric credentials.
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:
Manage your wealth anytime with mobile banking
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 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 keep your personal information in our records up-to-date and valid (such as mobile number, email address and date of birth) in order to activate the Mobile Security Key.
This depends on if you need to use Hang Seng Mobile App.
If you only use Personal e-Banking (Desktop version), you can continue to log on with your username and second password in full / physical Security Device after you "Trust this browser".
If you need to use Hang Seng Mobile App, you must activate Mobile Security Key. After activation, the physical Security Device (if any) will be automatically disabled, so you will need to log on to Hang Seng Mobile App with "6-digit PIN" or biometric authentication.
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, then follow the on-screen instructions to reset your "6-digit PIN".
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 "6-digit PIN" or use biometric authentication (if enabled) to log on to Hang Seng Mobile App.
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 keep your personal information in our records up-to-date and valid (such as mobile 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 13.0 or above and mobile device with Android OS version 8.0 or above.
You can activate Mobile Security Key with up to 1 device that belongs to you for more secure experience.
This depends on if you need to use Hang Seng Mobile App.
If you only use Personal e-Banking (Desktop version), you can continue to log on with your username and second password in full / physical Security Device after you "Trust this browser".
If you need to use Hang Seng Mobile App, you must activate Mobile Security Key. After activation, the physical Security Device (if any) will be automatically disabled, so you will need to log on to Hang Seng Mobile App with "6-digit PIN" or biometric authentication.
No, you can't. To maintain the security and integrity of your accounts, you can only activate either Mobile Security Key or physical Security Device.
If you've already owned a physical Security Device, once your Mobile Security Key is activated, your physical Security Device will be deactivated immediately.
Before discarding your mobile device, you will need to deactivate your Mobile Security Key. You can choose “Settings” from left menu > "Security-related" > "Manage Device" after logging on to Hang Seng Mobile App.
Alternatively, you can log on to Personal e-Banking (Desktop version), 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.
For safety reason, 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.
You are recommended to deactivate Mobile Security Key on your old mobile device before setting up on new mobile device.
If you have the old device on hand, you can choose “Settings” from left menu > “Security-related” > “Manage Device” after logging on to Hang Seng Mobile App, 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 (Desktop version), 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 Hang Seng Mobile App and selecting "Settings" > "My Profile" > "Update 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.
Yes. Once you have activated the Mobile Security Key on your mobile device, you have to enter your "6-digit PIN" or use Biometric Authentication (if you have enabled it) when you log on to Hang Seng Mobile App, unless you have enabled biometric authentication as another log-on option.
After activating the Mobile Security Key, you can log on to Personal e-Banking (Desktop version) by generating a one-time security code on Hang Seng Mobile App:
You may also find related instructions on Personal e-Banking (Desktop version) log-on page.
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, then follow the on-screen instructions to reset your "6-digit PIN".
Yes, you can change your "6-digit PIN" by logging on to the Hang Seng Mobile App, then choose “Settings” from left menu > “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.
If you deleted your Hang Seng Mobile App accidentally, you'll need to activate Mobile Security Key again. After reinstalling the App to your mobile phone, then enter your username , 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 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 "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 "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:
Android Mobile Device:
Face recognition for authentication is available on Apple iPhone X or new models and operates on iOS 13.0 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.
Before logging on to Hang Seng Mobile App, you can enable biometric authentication by choosing "Log on" > "Activate Face ID" or "Activate Touch ID", then enter "6-digit PIN" and follow the on-screen instructions.
After logging on, you can enable biometric authentication by choosing “Settings” from left menu > “Security-related” > “Manage Security”, and follow verification steps on-screen.
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.
After logging on to Hang Seng Mobile App, you can disable biometric authentication by choosing “Settings” from left menu > “Security-related” > “Manage Security”, and follow verification steps on-screen.
For security reasons, the biometric authentication may be disabled when:
If you want to use biometric authentication to log on to Hang Seng Mobile App, you will need to log on and enable biometric authentication again by choosing “Settings” from left menu > “Security-related” > “Manage Security”.
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.
Invalid one-time security code could be due to the below reasons, for example: