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Hang Seng e-Banking
Frequently Asked Question
3. Using Hang Seng e-Banking Services
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Customer Services
Security Device
a. Overview
b. New Security Device - Upgrade your existing Security Device
c. New Security Device - Functionality
d. Setting up PIN for new Security Device
e. Turning on new Security Device
f. Activating new Security Device
g. Transaction Signing with new Security Device
h. Troubleshooting
i. Disposal of old Security Device
Inbox Message



Overview Top
Q: What is a Security Device?
A: 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.

We have recently introduced a new generation of Security Device with enhanced security protection. Please refer to Upgrade your existing Security Device section for more details.

Existing Security Device New Security Device
   
Q: What is a Security Code?
A: 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.
   
Q: What is a serial number?
A: Every 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-x where X is a number (e.g. 01-1234567-8).

To activate the Security Device, you must log on to Hang Seng Personal e-Banking and input this serial number (please exclude '-') to link the Security Device with your own e-Banking profile.
   
Q: Why do I need a Security Device?
A: 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, including:
- Account Transfers to Non-Registered Accounts
- Bill Payments to e-Merchants
- Setting up Direct Debit Authorisations to Designated Beneficiaries
- Updating Personal Particulars
   
Q: How can I get a Security Device?
A: You can collect a Security Device through our branch or by posting us the completed request form with a copy of your ID document. Please be reminded to set the respective daily limit for non-registered account transfers and / or bill payments to payees under category of e-Merchants before such transactions can be performed.
   
Q: Do I need to pay for the Security Device?
A: 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.
   
Q: Do I need to use the Security Device for every logon and transaction?
A: If you wish to perform non-registered account transfers, bill payments to payees under category of e-Merchants or Direct Debit Authorisation setup on designated beneficiaries, you MUST use the Security Device when performing the transaction. For logon, Personal e-Banking customers may use Security Device, as an alternative to Dual-Password option.
   
Q: I have received a Security Device from Hang Seng Bank. Can I use it instantly?
A: No, you need to activate your Security Device via Activate Security Device under Customer Services section of Personal e-Banking. Besides, please be reminded to set the respective daily limit for non-registered account transfers and / or bill payments to payees under category of e-Merchants before such transactions can be performed.
   
Q: Can the same Security Device be shared among different e-banking users?
A: 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.
   
Q: I have registered both Personal and Business e-Banking services at Hang Seng Bank. Can I use the same Security Device?
A: 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.
   
New Security Device - Upgrade your existing Security Device Top
Q: Why has Hang Seng Bank introduced the new Security Device?
A: Hang Seng Bank commits to providing you a better security protection from our online banking services. The new Security Device is to further enhance the safety and security of your online transactions with us. The new Security Device also paves the way for supporting more online services in future to save you the hassles of visiting branches.
   
Q: I have an existing Security Device. Do I need to upgrade to the new Security Device?
A: From 10 November 2013, Security Codes generated from the existing Security Device will only be accepted for logging on to Personal e-Banking. In other words, from this date, you must use the new Security Device when you need to perform all other transactions which require you to provide a Security Code.
   
Q: How can I upgrade to the new Security Device if I have not received one from the Bank?
A: As part of this upgrading exercise, we will be sending new Security Device to selected customers progressively over the next few months. If you do not receive the new Security Device from us by end of September 2013 and would like to use the additional functions with the new device, you can collect one at any of our branches.
   
Q: My family member or friend has received a new Security Device from the Bank recently but I have not. Why is that?
A: The first batch of new Security Devices is issued to selected customers who may need to access specific services on Personal e-Banking which require enhanced protection with this new device. If you do not receive the new Security Device from us by end of September 2013 and would like to use the additional functions with the new device, you can collect one at any of our branches.
   
Q: Is it safe to send the new Security Device by postal mail?
A: The Security Device is delivered to your mailing address as per the Bank's record. Prior to use, the Security Device must be activated via Personal e-Banking. Until activation is completed, the Security Device has no security value. Potential fraudsters would not be able to attach the Security Device to your profile to commit fraudulent transactions unless they are in possession of your relevant Hang Seng Personal e-Banking credentials.
   
Q: Do I need to pay to upgrade to the new Security Device?
A: No, there is no fee involved if you upgrade from the existing Security Device.
   
Q: How do I start using my new Security Device?
A: You will need to activate your new Security Device prior to use. We recommend you to activate it at Personal e-Banking as soon as you receive the Security Device.
   
Q: How do I activate my new Security Device?
A: Please follow the steps below to activate your new Security Device:
1. Log on to Personal e-Banking.
2. Select "Customer Services" > "Security Device" > "Activate Security Device" from the left navigation.
3. You will need to enter the Security Code from your existing Security Device, the serial number and Security Code from your new Security Device to complete the activation process.
   
Q: Can I continue to use my existing Security Device?
A: You can still use your existing Security Device until you activate the new Security Device, but please note that Security Codes generated from the existing Security Device will only be accepted for logging on to Personal e-Banking effective 10 November 2013.

Upon activation of your new Security Device, your existing Security Device will be no longer valid. Please dispose it properly.
   
New Security Device - Functionality Top
Q: How do I use my new Security Device to log on and when do I need to use the numeric buttons?
A:
- Numeric buttons - For inputting your Security Device PIN and transaction specific information.
- Yellow button - Press this button once after entering the transaction specific information, such as third-party account, to generate the Security Code for transaction.
[Security reminder: Only use the
yellow button when you intentionally proceed a transaction that requires the Security Code, such as Account Transfer to Third Party. The Bank will never provide you with a specific number and ask you to generate its Security Code.]
- Green button - Press this button once to generate a Security Code for logging on or to delete an incorrect input.
   
Q: What is the difference in functionality between the new and existing Security Device?
A: The new Security Device provides extra protection when you perform transactions at Personal e-Banking by requiring you to input transaction specific information (such as account number, debtor reference, etc.) to generate a Security Code.

These transactions include:
- Account Transfers to Non-Registered Accounts
- Bill Payments to e-Merchants
- Setting up Direct Debit Authorisations to Designated Beneficiaries
- Updating Personal Particulars
   
Q: For the new Security Device, I noticed that there are different formats of Security Code. Why is that?
A: The new Security Device generates Security Codes in two different formats, which support different functions in Personal e-Banking:

Security Code format How to generate (after the device is turned on and unlocked) Example of applicable functions
123456 Press button on the device. Personal e-Banking logon
123 456 Key in transaction specific information into the device and then press button. Instruction verification on third-party account transfer
   
Q: In what occasion(s) do I need to press the bottom-left (yellow) button to generate a Security Code?
A: To improve the security of our online banking services and protect you against online thefts and possible frauds, Hang Seng Bank has implemented an enhanced security credential - a Security Code generated via a Security Device based on your own transaction specific information, also known as Transaction Signing. Such measure is applicable to the following transactions:

When you perform Transaction specific information
Account Transfers to Non-Registered Accounts Beneficiary Account Number
Bill Payments to e-Merchants Bill Account Number
Setting up Direct Debit Authorisations to Designated Beneficiaries Debtor Reference
Updating Personal Particulars Your Identity Document Number (eg. HKID, Passport)
To generate the Security Code, you are required to key in your transaction specific information to your Security Device and then press the button. The Bank will never provide you with a specific number and ask you to generate its Security Code with the yellow button.

   
Q: Why is there a square on the "1" and "3" on the new Security Device? Do they indicate any special meaning or function?
A: These are the reserved functions of the new Security Device, but there is no particular usage or meaning associated to the two buttons at this moment.
   
Setting up PIN for new Security Device Top
Q: Why do I need to set up a PIN for the new Security Device?
A: To safeguard your Security Device from easily accessible by third parties in case of loss, the Security Device is PIN-protected. You will have to set a PIN before you use it for the first time and this PIN will be required to unlock the device before each use.
   
Q: Can I choose not to set up a Security Device PIN?
A: No, PIN setup is compulsory before you use the new Security Device for the first time.
   
Q: How many digits can I choose for the PIN?
A: You can only choose a 4-digit PIN for the new Security Device.
   
Q: How do I set up a new PIN?
A: Please refer to the steps in the Set up Security Device PIN demo for details.
   
Q: What happens if my PIN setup is unsuccessful?
A: When a message "FAIL PIN" is shown on your new Security Device, this represents that your confirmation PIN does not match the first PIN entered. You will need to start over the PIN setup process.
   
Q: Can I change my Security Device PIN?
A: Yes, you can do so. Simply turn on and unlock your device with your current PIN, then press and hold "8" button for 2 seconds to enter the change PIN function. For details, please refer to the steps in the Change Security Device PIN demo.
   
Turning on new Security Device Top
Q: How do I turn on my new Security Device?
A: Please refer to the steps in the Turn on new Security Device demo for details.
   
Q: Why do I see a "FAIL 1", "FAIL 2", "FAIL 3", "FAIL 4" or "FAIL 5" message on the device?
A: This is because you have entered an incorrect PIN. You will have a total of 5 attempts to enter a correct PIN before your new Security Device is locked.
   
Q: I have forgotten my Security Device PIN. Can I reset the PIN?
A: Yes, you can do so. Simply log on to Personal e-Banking with Dual-Password, then visit "Reset Security Device PIN" under "Customer Services" section and follow the on-screen instructions. Please refer to the steps in the Reset PIN for new Security Device demo for details.

If you have also forgotten your Second Password for logging on to Personal e-Banking, please follow these steps:
1. Go to the Personal e-Banking logon page, enter your "Username" and click "Continue".
2. Click "Security Device Logon" link.
3. Click "Forgot Security Device PIN" link.
4. Answer the two security questions and follow the on-screen instructions.
   
Activating new Security Device Top
Q: How to activate the new Security Device?
A: Please follow the steps below to activate the new Security Device:

For first-time application of Security Device
1. Log on to Personal e-Banking.
2. Select "Customer Services" > "Security Device" > "Activate Security Device".
3. Follow the on-screen instructions to enter (a) the serial number of your new device; (b) the verification code sent to your registered mobile number and; (c) the Security Code generated by your new device to complete the activation process.
Please refer to the steps in the Activate new Security Device (first-time application) demo for details.

For replacement of Security Device:
1. Log on to Personal e-Banking.
2. Select "Customer Services" > "Security Device" > "Activate Security Device".
3. Follow the on-screen instructions to enter (a) the Security Code generated by your OLD device; (b) the serial number of your new device and; (c) the Security Code generated by your new device to complete the activation process.
Please refer to the steps in the Activate new Security Device (replacement) demo for details.
   
Q: Why do I need to have my updated mobile number registered in the Bank's record before I can activate a new Security Device?
A: The new 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 new 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.
   
Q: Why do I need to have my old Security Device before I can activate a replacement Security Device?
A: 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.
   
Q: My old Security Device is broken or out of battery. How can I activate a replacement Security Device?
A: Please call our Customer Service Hotline on (852) 2822 0228 to deactivate your old device. Once your old device is deactivated, you will be able to activate your new device via Personal e-Banking.
   
Q: I am using Personal e-Banking service with my company account. Why am I unable to activate a new Security Device?
A: The new 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.
   
Transaction Signing with new Security Device Top
Q: How does inputting transaction specific information into my Security Device increase the security level in Hang Seng Personal e-Banking?
A: The new Security Device requires you to input transaction specific information (e.g account number, bill account number, etc.) into your device to generate a Security Code to authorise your transaction. With this additional transaction verification function, it further prevents fraudulent attacks as the transaction will only be made to the account specified by you. This layer of protection provides an increased level of security for your banking transactions.
[Security reminder: Only use the yellow button when you intentionally proceed a transaction that requires the Security Code, such as Account Transfer to Third Party. The Bank will never provide you with a specific number and ask you to generate its Security Code.]
   
Q: When do I need to input transaction specific information into my new Security Device?
A: You need to input such information into your Security Device when you are performing the following transactions:
- Account Transfers to Non-Registered Accounts
- Bill Payments to e-Merchants
- Setting up Direct Debit Authorisations to Designated Beneficiaries
- Updating Personal Particulars
   
Q: How do I know what transaction specific information I need to input into my new Security Device?
A: Please follow the on-screen instructions on the Security Code input page on Personal e-Banking to input the correct information into your Security Device and generate the required Security Code.

Examples of such instructions are shown below.

If you are:
- Making transfer to non-registered account
- Making bill payment to payee under e-Merchant category
- Setting up Direct Debit Authorisation to designated beneficiaries
Beneficiary account number / Bill account number / Debtor reference Instructions Example Input
With 8 or more digits Enter the last 8 digits only. 123-4-567890
01234567
34567890
01234567
With 4-7 digits Enter all digits. 123456 123456
With 0-3 digits Verification is not applicable at Personal e-Banking. Please perform your transaction at any of our branches. 123
AB12CD3E
(Not applicable)
Comprising numeric and non-numeric characters Skip all non-numeric characters. Enter the digits into the Security Device. 00123A45B678E9
A12233
23456789
12233

If you are:
- Updating your personal particulars
Identification document Instructions Example Input
HKID number Enter all digits, except all non-numeric characters and the number in bracket. A123456(7)  123456
Passport or other identification document number with 8 or more digits Enter the last 8 digits only. Skip all non-numeric characters. 12345678
A1234B567CD890
12345678
34567890
Passport or other identification document number with 4-7 digits Enter all digits. Skip all non-numeric characters. 456789
A34BC56DE78
456789
345678
Passport or other identification document number with 0-3 digits Verification is not applicable at Personal e-Banking. Please make your request at any of our branches. AB12CD3EF  Not applicable
   
Q: What should I do if I have entered a wrong number into my new Security Device during the verification process?
A: If you have entered a wrong number into your Security Device, press button to delete your last entry. To clear all of your input, press and hold button.
   
Q: The Security Code on the display has been disappeared after a while, why?
A: To protect your interest, the Security Device will automatically power off after a short period of time. If the Security Code disappears, please repeat your steps to turn on and unlock your Security Device for generating the Security Code again.
   
Q: What should I do if the Security Code I have input on Personal e-Banking is not accepted?
A:
1. Please ensure the Security Code you have input matches the Security Code displayed on your Security Device.
2. If the Security Code matches the digits shown in your device, the transaction specific information entered previously may be incorrect; or your Security Code may have expired because you took longer than the time limit to enter it.
3. Please follow the on-screen instructions and repeat the process to generate a Security Code.
If the Security Code is still not accepted, please contact us on (852) 2822 0228.
   
Q: If I input incorrect information into the device, will this affect my instruction?
A: The Security Device will generate a Security Code according to the transaction specific information entered by you. If you have input incorrect information to the device, your Security Code generated will therefore be invalid. Please ensure you input correct information.
   
Q: Are there any arrangements specially designed for customers who are visually impaired or blind?
A: There is a Security Device specially designed for customers who are visually impaired. However, at the time being, we are only able to provide the previous type of Security Device to these customers. Customers who are visually impaired can request for the Security Device by calling us on (852) 2822 0288. The new Security Devices for the visually impaired will be available by October 2013.
   
Troubleshooting Top
Q: How long will the battery of the Security Device last?
A: 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.
   
Q: The battery of my Security Device is running low. How to replace the battery?
A: The battery in your device cannot be replaced. Please request for a replacement device by visiting any of our branches or by posting us the completed request form with a copy of your ID document.
   
Q: What should I do if my Security Device is lost or broken?
A: Please call our Customer Service Hotline on (852) 2822 0228 to deactivate the lost or broken device. You can then collect a new Security Device from one of our branches or request for a new device by posting us the completed request form with a copy of your ID document.
   
Disposal of old Security Device Top
Q: How should I handle my old Security Device after activating the new Security Device?
A: Upon activation of the new Security Device, your old Security Device will no longer be valid for your e-Banking transactions. Please dispose of the old device properly, or return it to any of our branches.