Frequently Asked Question

A Security Device is a small electronic device to protect our customers against Internet fraud. Every Security Device will be linked with only one Personal e-Banking customer profile. The device generates random security codes for one-time use, required to perform specific transactions, such as non-registered account transfers or bill payments to payees under category of e-Merchants.

The Security Code is a one-time 6-digit random password generated by the Security Device. It will be used to verify your identity at Hang Seng Personal e-Banking.

Every physical Security Device has its own unique number at the back of the device. The number is a 10-digit serial number, identifying your individual Security Device, and will look something like xx-xxxxxxx-xx x hyphen x x x x x x x hyphen x where X is a number (e.g. 01-hyphen1234567-hyphen8).

To activate the physical Security Device, you must log on to Hang Seng Personal e-Banking and input this serial number (please exclude '-hyphen') to link the Security Device with your own e-Banking profile.

To improve online banking services and protect you against theft and possible fraud, Hang Seng Personal e-Banking has implemented an enhanced security credential - a Security Code generated via a Security Device, to verify your identity when you are performing specific transactions.

Security Device is required when you are performing specific transactions, including:

Please note that as of 1 July 2022, we no longer issue a physical Security Device for Personal e-Banking customers, except for customers with special needs. Customers may download Hang Seng Personal Banking mobile app and switch to Mobile Security Key for more convenient banking services.

If you have special needs and would like to apply for a Security Device, you can contact Customer Service Hotline at (852) 2822 02288 5 2 2 8 2 2 0 2 2 8 and the Security Device will be mailed to your correspondence address.

The Security Device is free of charge on a first-time request. A replacement cost of HK$100 will be charged for subsequent request e.g. report loss. However, if the original Security Device is malfunction or its battery is running low, you will get a new Security Device free of charge.

If you wish to perform non-registered payee (new payee) transfers, bill payments to payees under category of e-Merchants or Direct Debit Authorisation setup on designated beneficiaries, you MUST use a Mobile Security Key / Security Device when performing the transaction. For log on, Personal e-Banking customers may use Mobile Security Key / Security Device, as an alternative to password option.
Please note that you must activate and use Mobile Security Key to log on to Hang Seng Mobile App .

No, you need to activate your Security Device via "Manage Device" in "Manage Security" under Customer Services section of Personal e-Banking. Besides, please be reminded to set the respective daily limit for non-registered payee (new payee) transfers and / or bill payments to payees under category of e-Merchants before performing such transactions.

Once you have activated the Security Device in Personal e-Banking, the Security Device becomes your own identity device and the Security Code (one-time password) generated could only be used by you for the associated Personal e-Banking profile. In other words, if your family member or friend has another Security Device for their Personal e-Banking service, you cannot use their device to generate a Security Code for your Personal e-Banking service.

No, each Security Device can only be linked with one e-Banking profile. If you have registered both Personal and Business e-Banking services, you should use separate Security Device for Personal and Business e-Banking respectively.

We provide a "voice Security Device" designed for customers who are visually impaired. You can request it by calling us on (852) 2822 0228open bracket 8 5 2 close bracket 2 8 2 2 0 2 2 8, or visiting our branch.