Frequently Asked Question
The Service provides you with an instant access to your statements and advices online and enables you to download them to your computer for convenient record keeping.
Please click here for the types of e-Statements/e-Advices currently provided by the Bank under the Service.
Customers who maintain Personal Accounts (Sole name or joint name accounts1Footnote remark 1 ) are eligible for the Service2Footnote remark 2. (subject to Hang Seng e-Statement/e-Advice Service scope on each particular account.)
For Private Banking account holders, you have to opt for the e-Statement service via your Relationship Manager should you wish to receive e-Statement. For a singly signed joint account, if any one of the account holders has opted for the e-Statement Service, the other account holders can also view the e-Statement and no paper statement will be sent to all account holders. If any one of the account holders wants to receive paper statement by post, any one of the account holders can change the setting via Relationship Manager to resume the paper statement service. For a both-to-sign joint account, all account holders have to opt for the e-Statement Service via Relationship Manager should you wish to receive e-Statement. No paper statement will be sent to all account holders. If any one of the account holders wants to receive paper statement by post, all account holders must change the setting via Relationship Manager to resume the paper statement service. In order to receive e-Statement, account holders have to register for e-Banking service.
Remark(s)
1
Please note that the mailing of paper copies for joint accounts will be stopped immediately once you have completed the registration process. If other account holder(s) want(s) to receive e-Statement/e-Advice as well, other account holder(s) must change the setting via Personal e-Banking (not applicable to Private Banking account holders). Please ensure that the other account holder(s) is/are aware of such arrangement.
2
e-Advice Service is not applicable to Private Banking account.
No. The Service is free of charge.
Upon successful registration of an account for the Hang Seng e-Statement/e-Advice Service, the relevant statements and advices (which are supported by the Service) on that particular account will not be sent in paper copies to the customers by post. The electronic copies of such statements and advices will be posted online in the section "e-Statement/e-Advice" under "e-Services" of Hang Seng e-Banking for your access and download.
Paper Statement Service Annual Fee ("the fee") has been applied to personal banking accounts including Prestige Private, Prestige Banking, Preferred Banking, Integrated Account, Family+ Account, HKD Current Account, HKD Statement Savings Account and ATM Statement Savings Account since 2017. Also, starting from 1 July 2018, the fee will be applicable to designated personal credit card accounts. For details, please click here.
You will receive the e-Statement/e-Advice two working days after the issuance date of your statement/e-Advice. Please refer the issuance date from your monthly statement.
Except for Investment Funds e-Report / e-Notice, you will receive an email reminder each time when your Bank Statement, Credit Card Statement, Investment Advice and / or Mortgage Loan Statement / Advice. Advice is/are issued and posted in e-Banking. You are advised to keep an updated email address (Please click here if you want to update your email address) with the Bank to ensure you can receive such email reminder. You should also check your designated email box regularly for such reminder. For Credit Card Statement, a SMS reminder will be sent to your mobile number if no valid email address is maintained in our Bank record.
e-Statement:
Your banking statements will be retained as e-Statement for 7 years from issue date. (Except for Private Banking account from which only e-Statements issued in e-Statement registration period will be available).
Only Foreign Currency Savings / Current Account statements issued after July 2020 and Foreign Currency Statement Savings Account statements issued after November 2022 are available as e-Statement. Customers with a Share Margin account can only view the daily e-Statement issued after Nov 2022 and monthly e-Statement issued after Jul 2023.
Your credit card statements below will be retained as e-Statement for 7 years from issue date.
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Statements from April 2020 onwards
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e-Statements that are issued only in e-Statement registration period between April 2017 to Mar 2020
Your investment e-Statements issued in e-Statement registration period will be retained for up to 84 months.
Your mortgage loan e-Statements will be retained for 7 years from the issue date.
e-Advice:
Your e-Advice will be available online for 6 months (banking and credit card) ,12 months (investment and mortgage loan) and 2 years (Capital Protected Investment and MaxiInterest Investment Deposit) from the issue date respectively1Footnote remark 1.
All e-Statements and e-Advices will be deleted automatically after the said retention period, and you are advised to print or download the copy of your e-Statements/ e-Advices as soon as possible for future record purpose.
Remark(s)
1
Only the latest 600 copies of Investment e-Advices for each document type could be retrieved at maximum.
All e-Statements are in Portable Data Format (PDF), a commonly used document type over the Internet. You are required to have an Acrobat Reader (version 7.0 or above) in your computer to view the statements.
You can download Acrobat Reader free of charge from the Adobe website.
Please upgrade the Acrobat Reader to the latest Chinese Traditional version from Adobe.
For Windows OS, you can press "Print" or "Save" icon on web browser or you can use shortcut key "Ctrl+P" or "Ctrl+S".
For Mac OS, you can press "Print" or "Save" icon on web browser or you can use shortcut key "Command+P" or "Command+S".
Yes, you can request for a statement/advice reprint through e-Banking or visit any of our branches in person. The service charge per copy is HKD50. You are advised to print out or download your e-Statements if you wish to keep a copy for your records.