Frequently Asked Question

Please follow the steps below to activate or replace the Security Device:

For first-time application of Security Device

The Security Device will be the key to verify your identity at Personal e-Banking. To protect your interest, we will send you a verification code (for first-time application only) and notification to your registered mobile number during activation of the Security Device.

To review your registered mobile number, please select "Customer Services" > "Account Maintenance" > "Personal Particulars". You can update your mobile number at the same page (an activated Security Device is required) or by returning a completed Change Contact Information form to any of our branches.

To protect your interest, it is necessary to verify your identity with your old Security Device prior to replacement device activation. This is to avoid unauthorised third parties linking up your Personal e-Banking profile with a Security Device not held by you.

Please call our Customer Service Hotline on (852) 2822 0228open bracket 8 5 2 close bracket 2 8 2 2 0 2 2 8 to deactivate your old device. Once your old device is deactivated, you will be able to activate your new device via Personal e-Banking.

The Security Device at Personal e-Banking is designed for use by personal customers. Company customers are encouraged to switch to Hang Seng Business e-Banking service to enjoy a full-range of online services on business accounts.