Frequently Asked Questions

Reactivate Inactive Account

• •  
    What is an inactive / dormant account?
  When an account has no activities after a specified period of time (other than transactions initiated by the Bank such as interest, fees and charges), the account will be classified as inactive or dormant. When an account became inactive or dormant, debit and/or credit transactions will be restricted until the account is reactivated. For types of accounts and inactivity period, please refer to the list below.
  
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    How do I prevent an account from being inactive / dormant?
  You can perform a transaction with your account(s) at least once within the time period as stated below, such as making a withdrawal, performing bill payments or inward/outward transfers at any channels including ATM, online banking, or manned channels.
  
  

  Type of Account	Perform a transaction at least once within the time period below, otherwise, the account will become dormant
  Integrated Account	Every 24 months.
  HKD Standalone Statement Savings Account HKD Standalone Current Account HKD Passbook Savings Account USD Passbook Savings Account Foreign Currency Savings Account	Every 24 Months
  CNY Standalone Savings Account USD Foreign Currency Current Account CNY Foreign Currency Current Account	Every 8 Months

• •  
    How to prevent my account from turning into customer dormancy status?
  Please ensure that at least one of your deposit accounts with Hang Seng is in active status. To do so, make sure you conduct regular transactions including withdrawal or deposits. Please note that interests and charges, and transactions related to credit/debit interest are NOT considered as a transaction that would keep the account active.
• •  
    How can i reactivate my inactive / dormant account?
  If you have a valid mobile phone number recorded at the Bank, Personal e-Banking registered and Mobile Security Key / Security Device activated, you can now reactivate your inactive / dormant account via Personal e-Banking / Personal Mobile Banking. You can select up to 3 accounts per request. If you have more than 3 accounts for reactivation, please submit the request separately.
  

  o Reactivate Inactive Account now
  

  
  If you do not have a valid mobile phone number, or you have not registered for Personal e-Banking, or your Mobile Security Key / Security Device is not activated, then please contact our Customer Service Hotline at (852) 2822 0228 or visit our branches for assistance.
• •  
    How long does it take to process the request(s) for inactive / dormant account reactivation via Personal e-Banking / Personal Mobile Banking?
  The instruction to reactivate inactive / dormant account will be handled according to the following timeline, we will notify you by SMS and / or Email once the instruction has been completed:.
  
  1 working day to process if submitted before 9pm (Monday to Friday) or 6pm (Saturday);
  
  2 working days to process if submitted after the above cut-off time or on public holiday.
  
• •  
    Why do I receive TWO SMS and/or email after I submitted my account reactivation request ?
  The first notification is an acknowledgement of your account reactivation request.
  
  The second notification is the confirmation of account reactivation i.e. whether it is processed successfully or not.
  
  However, there might be a rare situation that you might receive duplicated notification on acknowledgment of the account reactivation request caused by re-submission of request after the system cut-off time.
  
• •  
    Why can’t I access the "Reactive Inactive Account" service? Why is my account reactivation request rejected?
  To access "Reactive Inactive Account" service, please ensure that you have a valid mobile phone number recorded in the Bank and activated Mobile Security Key or Security Device. 
  
  After submitting the request, it will take 1 to 2 working days for us to process while duplicate submission for the same request would be rejected. We will inform you by SMS / Email once your request is effective.
  
  If you have received an unsuccessful notification, please jot down or record the reference code (if any) and call our Customer Service Hotline at (852) 2822 0228 or visit any of our branches for assistance.
  
• •  
    If all of my account(s) with the Bank are inactive or dormant , what can I do?
  Please place a request for reactivation in the Customer Enquiries Form
• •  
    What kind of document(s) is required for my online request for the reactivation of my inactive or dormant account?
  To access "Reactive Inactive Account" service, please ensure that you have a valid mobile phone number recorded/ registered with the Bank and activated Mobile Security Key/ Security Device.
  
• •  
    Other than SMS and email notification, what other channel(s) (e.g. letter) I could be informed whether if the account reactivation request is successful?
  We will notify you by SMS / Email whether your request is successful or not.
  
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    If I do not receive the SMS or email notification regarding my account reactivation request, can I request for resend?
  You can login to e-Banking to operate your account if the request is successfully processed. However, SMS and email notification will not be resent.
  
• •  
    If my account reactivation request submitted via e-Banking was rejected, will my subsequent request at the branch be affected?
  Your account reactivation submission via e-Banking will not affect the subsequent application through other channel(s). However, if the account is already closed / not found, your reactivation request will not be able to proceed irrespective of the submission channel.