Other fraud prevention advice

Other Fraud Prevention Advice

Report of lost identity document

If you have lost your identification document, please call our 24-hour report card loss hotline (852)28360838.

Important information about Phone PINs

Integrated account holders will be issued with a Phone PIN after opening their account. Non-integrated account holders can set up their own Phone PIN at any Hang Seng ATM. This password will allow you to use Hang Seng Phone Banking services.

To protect your interests and safeguard your account, please note the following:

  • Please take appropriate steps to keep your Phone PIN secret to guard against fraud and unauthorised access to your account.
  • When you receive the printed notification containing your Phone PIN, please memorise the password and then securely destroy the notification.
  • If you need to reset your Phone PIN, please call the Bank’s 24-hour Phone Banking hotline: (852) 2822 8228 for Prestige Banking Customers, (852) 2998 9188 for Preferred Banking Customers, (852) 2912 3456 for Integrated Account Customers. You can also use any Hang Seng  ATM to change your Phone PIN
  • Do not write your Phone PIN on any of your ATM card or other cards, or on any items stored with the card(s)
  • Do not divulge your Phone PIN to anyone, including Hang Seng staff
  • Do not use personal data that is easy for others to guess or obtain as your Phone PIN. Such information includes but is not limited to your ID card number, mobile phone number and date of birth
  • For better security, please regularly change your Phone PIN using our Phone Banking hotline or ATMs. Do not use the same password(s) as you use for other banking services
  • To protect the security of your account, if you enter the wrong Phone PIN for four times in a row, your access to our Phone Banking services will be suspended
  • If you have forgotten your Phone PIN or your PIN has been disabled, please use the relevant ATM card to reset your PIN at one of our ATMs, or visit any Hang Seng branch during office hours
  • If you have forgotten your Phone PIN, you suspect that your PIN is known by an unauthorised party been, or your account shows an unauthorised transaction, please immediately call our Phone Banking hotline: (852) 2822 8228 for Prestige Customers, (852) 2998 9188 for Preferred Banking Customers, (852) 2912 3456 for Integrated Account Customers or (852) 2822 0228 for other Customers

Important note: If you incur losses due to your failure to comply with the above security measures, or through your own fraudulent or negligent behaviour, you may be responsible for all losses.

Important information about ATM and cash cards

To protect your interests and safeguard your account and card PINs (Personal Identification Numbers) please note the following:

  • Please take appropriate steps to keep your card PIN secret to guard against fraud and unauthorised access to your account
  • When you receive the printed notification containing your card PIN, please memorise the PIN and then securely destroy the notification
  • If you need to reset your card PIN, please call the Bank’s 24-hour Phone Banking hotline: (852) 2822 8228 (Prestige Banking Customers), (852) 2998 9188 (Preferred Banking Customers), (852) 2912 3456 (Integrated Account Customers). You can also use any Hang Seng ATM to change your Phone Banking PIN
  • Do not write your card PIN on any of your ATM or other cards, or on any items stored with the card(s)
  • Do not divulge your card PIN to anyone, including Hang Seng staff
  • Do not allow other people to use your card and card PIN
  • For better security, please regularly change your card PIN using any Hang Seng ATM. Do not use the same PIN(s) / password(s) as you use for other banking services
  • When entering your PIN at an ATM, please cover the keyboard to prevent other people from viewing your input (i.e. shoulder-surfing)
  • After you complete your ATM transaction, please remember to retrieve your card and transaction receipt (if any)
  • If your card/card PIN is lost, misplaced or stolen, please call our 24-hour lost card hotline (852) 2836 0838. To ensure that card loss protection takes effect as soon as possible, please do not report loss or theft by fax
  • For non-personal customers, the Authorised Hang Seng Cardholder must be the Primary User or Secondary User of Hang Seng Business e-Banking or the Authorised Phone Banking User who may operate the relevant account(s) through such channel in order to activate the overseas ATM daily cash withdrawal limit of such account(s) via such channel

 

Important note: If you incur losses due to your failure to comply with the above security measures, or through your own fraudulent or negligent behaviour, you may be responsible for all losses. 

Mobile payment and service

You are responsible for taking reasonable steps to keep your mobile device(s) and the details of any and all credit or debit cards stored on theses device, as well as all related security details, confidential to prevent fraud and/or unauthorised use.

Without prejudice and in addition to the security provisions and all terms and conditions of any applicable credit card, debit card or card PIN, you must also take the following precautions as reasonably practicable, otherwise you might be liable for the risks and consequences of any unauthorised use of your mobile device(s):

  • You should lock your mobile device(s) using a password, passcode or biometric authorisation method to prevent your personal data from being obtained and/or used by unauthorised persons if your mobile device is lost, misplaced or stolen
  • You must register, activate and/or use your bank card for any mobile payment service in strict accordance with the instructions and designated methods of the relevant mobile payment service provider
  • In addition to the specific security information for your mobile device(s) and mobile payment transactions, you should never do any of the following:
    • use personal information that is easily accessible or guessed by any other person as a PIN (personal identification number), password, code or other security authentication method
    • disclose any of your security information to any other person (including members of Hang Seng staff) or permit any other person (including members of Hang Seng staff) to use any of your security information; and/or
    • allow any other person to use their security information on your mobile device(s) or use your mobile device(s) in any other way for making mobile payments
  • Before registering your ATM card for any mobile payment service, if you have specified any security information for the relevant mobile device(s), you should review and revise this security information if necessary to ensure:
    • that your security information is not easily accessible or guessed by any other person; and
    • that your security information has not been disclosed to any other person
  • Beware of accidental or unauthorised disclosure of any of your security information. For improved protection, regularly change your PIN, passwords and/or other security information
  • Please make sure that your bank card(s) and connected mobile device(s) are within your personal control at all times. If your bank card(s) and connected mobile device(s) are lost, misplaced or stolen; if you notice any suspicious transaction or account activity; or if you suspect your bank card(s) and connected mobile device(s) of being used for unauthorised purposes, please notify or call the Hang Seng hotline and any other relevant service provider(s) as soon as practicable
  • Unless your mobile device(s) are within your personal possession or control, do not use such mobile device(s) for mobile payments or banking transactions
  • Do not use any mobile device that has been modified, reprogrammed, cracked (jailbroken) or invalidated, or on which any unauthorised or pirated software, programme or application has been installed, to register or activate your ATM card or other bank cards, including registration for mobile payment services
  • You should check your bank statements as soon as reasonably practicable after receiving them, and notify the Bank of any suspected unauthorised transaction or if you suspect your bank card has been used for any unauthorised purpose
  • Please notify the Bank if you do not receive your bank statement according to the normal statement mailing cycle
  • In any or all of the following situations, immediately delete your bank card registration(s) and all associated details from your mobile device(s) according to the instructions and guidelines issued by the relevant mobile payment service provider(s):
    • before discarding any mobile device (e.g. broken devices or selling your device)
    • temporarily handing over your mobile device to any other person (for example, for repair); and/or
    • if the bank card is terminated by you or the Bank for any reason
  • When conducting mobile payment transactions via QR Code:
    • before scanning the QR Code on a mobile payment device, ensure that the QR Code is from a trusted source
    • confirm that the scanned QR Code information is correct; and
    • ensure that the QR Code generated by the mobile payment device is not seen by or disclosed to any other person
  • Please periodically check for the latest security recommendations provided by the Bank. Always follow the security procedures specified by the Bank when using bank cards for mobile payment transactions