Frequently Asked Question

Please click here to check the accounts which provide e-Statement/e-Advice service currently.

For Integrated Account, your selection of 'Online Access' and 'Receive e-Statement/ e-Advice' is applicable to all accounts under your Integrated Account including Banking Account, Securities Account, Investment Funds Account, Monthly Investment Plan for Stock, and Certificates of Deposit Account if applicable. If you wish to register to receive e-Statement/ e-Advice for some accounts under your Integrated Account but receive paper statement/ paper advice for the others, please contact our Customer Service Hotline.

Once you choose the account for receiving e-Statement/e-Advice, all currently available e-Statement/e-Advice under that account will be provided and no paper copies will be posted.

If you register to receive e-Statement/e-Advice for any banking/credit card account(s), all new banking/credit card account(s) you open in the future^{1Footnote remark 1} will be preset to receive e-Statements/e-Advices and will be registered for the Service automatically. If you register to receive e-Statement/e-Advice for any investment account(s)/sub-account(s) , all new investment account(s)/sub-account(s) you open in the future^{1Footnote remark 1} will be preset to receive e-Statements/e-Advices and will be registered for the Service automatically.

For new mortgage loan account(s) opened in the future, if you have registered Hang Seng Personal e-Banking before the loan drawdown date, your mortgage loan account(s) will be pre-set to receive e-Statements / e-Advices by default and will be registered for the Service automatically. Otherwise, you have to register for e-Statement / e-Advice for the mortgage loan account after registering Hang Seng Personal e-Banking.

Customers can resume receiving paper statement/advice. You are advised to print out or download your e-Statement/e-Advice if you wish to keep a copy for your records first, then you can resume receiving paper statement/advice online by unchecking the checkbox under the column "Receive e-Statement/e-Advice" for the accounts for which you wish to resume receiving paper statements and advices.

The cut-off time for the instruction is at around 00:00 midnight (Hong Kong time) every day. If several instructions were placed within the same day, we will proceed according to your last instruction received by the Bank before the cut-off time.

Your instruction will be effective as of your next statement/advice generation date.

No. If you have deleted the account from e-Banking or have closed your account, your e-Statement/e-Advice service will be terminated at the same time.

This arrangement is not possible. Paper copies will no longer be provided once any one of the account holders of a joint account has registered for the Service.

No. Paper copies will no longer be provided once any one of the borrowers has registered for the Service.

No. Please try to contact any of our branches or call our customer services hotline to request for the paper copy of the document to be posted to you. (Please be advised that the Bank will charge a fee for this service).

In some exceptional situations (for example system interruptions), the Bank may not be able to dispatch the documents of the Investment Funds e-Reports/e-Notices in digital form. In such cases, we will post paper copies of the documents to you.