Frequently Asked Question
If you are one of the following Hang Seng customers, you can register for Hang Seng Personal e-Banking services online:
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• Prestige Private customers
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• Prestige Banking customers
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• Preferred Banking customers
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• Integrated Account customers
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• ATM customers
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• Credit Card Account customers (excluding Alpha Card, Hang Seng Company Card, Hang Seng Commercial Card, VISA Business Card, MasterCard Corporate Card, U.S. Dollar VISA Gold Card, SuperCash and Private Label Card)
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• MPF customers (for employees only)
To register for this service, simply click "Haven't registered for Personal e-Banking" on e-Banking logon page and you will be guided through the registration process. Your account number, phone/ATM PIN and ID number are required for the registration.
If you register this service with your MPF membership number, you will need to verify with one-time SMS verification code instead. Please note, registering with this method only gives you access to our MPF Services
The registration process requires only a few simple steps after selecting your account type and we will be guiding you through the process:
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Step 1 - Enter your account information (for example, account number, phone/ATM PIN and ID number)
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Step 2 - Accept terms and conditions
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Step 3 - Create your online identity (which includes username, password, security question and answer)
Please note that if we don't have your mobile number and email address in our record, you can't continue the service registration. Please also keep your mobile number and email address in our bank record accurate and up-to-date so you can log on smoothly in the future.
For Prestige Banking customers, please call 2998-91882 9 9 8 - 9 1 8 8. For Preferred Banking customers, please call 2822-82282 8 2 2 - 8 2 2 8. For Integrated Account customers, please call 2912-34562 9 1 2 - 3 4 5 6. For other customers, please call 2822-02282 8 2 2 - 0 2 2 8. You can reset your phone PIN with your ATM Card at any ATM of Hang Seng Bank in Hong Kong1Footnote remark 1 (choose "Other Services" in the Main Menu), or request Integrated Account Phone PIN online through "Other Related Services" under Account Services Section of e-Banking, or visit any of our Hang Seng Bank branches to request for a new phone PIN. For credit card account customers, please call 2398-00002 3 9 8 - 0 0 0 0 (after selecting language, press "2", then enter your credit card account no. and phone PIN) or visit any of our Hang Seng Bank branches to request for the re-issuance of ATM PIN.
Remark(s)
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Phone PIN reset via ATMs is only applicable to personal account customers.
You can make balance enquiry on your self-named accounts, including savings, current, credit card, investment, MPF accounts and so on.
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• The account name and ID number of the accounts should be the same as those of the Integrated Account/Credit Card Account you used for e-Banking registration.
If you type in an invalid information such as account number or PIN, we will prompt you to re-enter the information again.
| User Name |
• Must be 6-30 characters • Only contains letters, numbers or these special characters _ ' . – |
| First and Second Password |
• Must be 8-30 characters • It can only contain upper and lower case letters A-Z, a-z, numbers 0-9 and special characters ! $ * - . = ? @ _ ' (Not case sensitive) • Doesn't include 5 or more consecutively ascending or descending numbers, letters in keyboard sequence, common words, the same character that makes up more than half of the password, e.g. 12345, 54321, qwerty, password, 1t1e1s1t1 • It must contain at least 1 English letter and 1 number |
| Answer of Security Question |
• Must be 3-30 characters • It can only contain upper and lower case letters A-Z, a-z, numbers 0-9, spaces and special characters @ _ - . ? • Doesn't include 5 or more consecutively ascending or descending numbers, letters in keyboard sequence, common words, the same character that makes up more than half of the password, e.g. 12345, 54321, qwerty, password, 1t1e1s1t1 |
The username cannot be changed after registration. However, you can change your password online by selecting "Manage Password" in "Manage Security" under the Customer Services Section.
If you would like to cancel your e-Banking services, please return the completed Personal e-Banking services change form to any of our branches or by post with a copy of your ID document attached.
Surely you can still retain your bank accounts when you cancel your e-Banking services.
No, you don't need to re-register e-Banking Services. You just need to add your new account(s) and delete the old account on "Account List" page under "Account Maintenance" of the Customer Services Section.
If any account (which includes bank, credit card and investment account) is missing from e-Banking , you may add it back for online access via desktop e-Banking “Account List and Maintain e-Statement / e-Advice” section under “Customer Services”
Your account(s) will automatically opt in to e-Statement / e-Advice Service after your first successful log on via Hang Seng Personal e-Banking, the account number(s) will also be displayed in the welcome page.
You will then receive e-Statements and e-Advices for your banking, credit card and investment accounts. This doesn't include Private Banking, joint accounts, MPF and Hang Seng Insurance accounts. You can change your settings via Personal e-Banking after registration. If you request paper statements, each account will be subject to the annual fee. Learn more about Service Charges.
You can find the list of eligible accounts, applicable types of statement and advice and other important information on our "e-Statement / e-Advice Service " page.