Frequently Asked Question

The normal lifespan of the battery is three to five years, depending on the frequency of the usage. A "BATT#" message appears when your Security Device's battery is running low.

For example, "BATT5" means 5 weeks estimated battery life remaining. "BATT0" means battery life is exhausted.

The battery in your device cannot be replaced. 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. Instead, you can replace your physical Security Device with Mobile Security Key. Please activate your Mobile Security Key on Hang Seng Mobile App to replace your Security Device. Your old Security Device will then no longer be valid and please dispose it properly.

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. Instead, you can replace your physical Security Device with Mobile Security Key. Please activate your Mobile Security Key on Hang Seng Mobile App to replace your Security Device. Your old Security Device will then no longer be valid and please dispose it properly.