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Hang Seng e-Banking
Frequently Asked Question |
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3. Using Hang Seng e-Banking Services |
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Account Services FAQ Page
Account
Services
Account Overview
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Q: |
Can I check the
balance(s) of all my Hang Seng account(s)? |
A: |
Yes, you may check
the account balance(s) and transaction history of the following accounts:
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Both HKD and Foreign Currency
current accounts |
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Both HKD and Foreign Currency
savings accounts |
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Integrated Accounts (including
its securities and investment fund accounts) |
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Time deposit accounts |
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Statement Gold accounts |
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Securities accounts |
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Investment Fund accounts |
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Credit Card accounts (for personal
customers only) |
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Private Banking account |
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Q: |
What is the button "Update" on the Account Summary screen for? |
A: |
By clicking the "Update" button, you can get the most up-to-date balance(s). |
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Q: |
Are all the balances
shown in the Account Summary up-to-date? |
A: |
Most of the balances
are real-time update except for the following account balances:
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Foreign Currency Accounts (Transactions
made after trading hours will be shown on the next working day's
account summary.) |
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Securities Account (The balances
are quoted with the previous closing prices) |
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Investment Fund Accounts (The
balances are quoted with the latest available closing prices.) |
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Credit Card Accounts - for
personal customers only (The balances include transactions up to
the end of the previous working day.) |
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Private Banking account (Balance as at previous working day) |
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Q: |
Can I check the
account details or transaction history of all my accounts listed on the
Account Summary screen? |
A: |
Yes, you may simply
click on the account type to view details / transaction history of each
of the account listed on the Account Summary screen (for personal customers only). |
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Q: |
How far back can I view my transaction history? |
A: |
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For credit cards, you can view the transaction history in the last 60 days at maximum. |
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For bank accounts, you can view the transaction history up to your last bank statement. |
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For passbook savings account, only the transaction history that has not been printed on passbook will be shown. When the number of the unposted items reaches a certain volume as determined by the Bank from time to time, all the unposted items will be consolidated as one entry and the individual items will not be updated on the passbook. |
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For daily statement, only the transaction history of last working day and today will be shown. |
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Q: |
I have just registered
for the e-Banking Services. When can I view the transaction history of
my Credit Card account? |
A: |
You should be
able to view your card balance and transaction history of your Credit
Card account immediately after registration (for personal customers only). |
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Q: |
Can I enquire
my account details 24 hours a day? |
A: |
Basically, you can enquire your account details around-the-clock. However, when there is service upgrade or system maintenance*, some of the information may not be displayed.
* Due to scheduled maintenance, transaction history enquiry for Passbook Savings Account shall not be available around midnight (for five minutes) from Monday to Friday and from 6:00pm on Saturday to 6:00am on Sunday. |
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Bill
Payment |
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Pay Bills |
Q: |
Who can use this service? |
A: |
All our e-Banking
customers, except customers aged under 18, who
have HKD / CNY account(s) and/or credit card account with us may use this
service. |
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Q: |
Do I need to
pre-register my bill account with Hang Seng Bank before paying paper
bills online? |
A: |
For making payments to payees under the categories of Banking and Credit Card Services, Brokers, Other Financial Institutions and Sports and Leisure, you are required to register the respective bill account number(s) at any Hang Seng Bank branches in person. For other payees, you just need to click 'New Payee' to pay paper bills online. For making payments to payees under Category of e-Merchants, you would also need a Security Device and you are required to maintain a valid mobile number (any local 8-digit mobile number begins with "5", "6", "8" or "9" or overseas mobile number with country code specified, e.g. 8613510123456 for a China mobile number) for receiving SMS alert. |
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Q: |
How to register
bill account number(s) of payees under Banking and Credit Card
Services, Brokers, Other Financial Institutions
and Sports and Leisure? |
A: |
You just need to
download and complete the "Registration Form" on "Transfer /
Bill Payment Limit" page under "Account Maintenance" of the
Customer Services Section and return it to any Hang Seng Bank
branches in person. In addition, you may also require to complete
the "Amendment Form" to increase your bill payment / transfer
limit(s). |
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Q: |
Why Security Device and valid mobile number are required for making payments to payees under e-Merchants? |
A: |
In order to provide you with full protection, a unique security code generated by your Security Device must be entered when you are making payments to payees under e-Merchants via e-Banking. You should take good care of your Security Device to avoid accidental or unauthorized disclosure of the security code, and the risk and loss that might incurred.
Besides, you must have maintained a valid mobile number (any local 8-digit mobile number begins with "5", "6", "8" or "9" or overseas mobile number with country code specified, e.g. 8613510123456 for a China mobile number) for receiving SMS alert to perform this type of payments, so as to ensure you are aware of the payments made to payees under e-Merchants with your account(s). Such SMS alert will not be forwarded even if you have subscribed to an 'SMS Forwarding' service provided by telecommunications service providers in Hong Kong.
If the mobile number you have maintained were proven to belong to stranger, we might have suspended this e-Banking High-Risk Transaction SMS alert for protection of your personal data. To update your mobile number, please return the completed amendment form to any of our branches in person or by post with a copy of your ID document attached. To resume the SMS alert service, please contact our customer service representatives.
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Q: |
How to apply for
a Security Device for making payments to payees under
e-Merchants? |
A: |
You just need to
download and complete the "Amendment Form" on 'Transfer / Bill
Payment Limit" page under "Account Maintenance" of the
Customer Services Section and return it to any Hang Seng Bank
branches in person. In addition, you may also require to complete
the same form to increase your bill payment / transfer
limit(s). |
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Q: |
How can I settle the bill of White Form eIPO? |
A: |
To protect your interest, the preset transfer limit for White Form eIPO category is HKD$0. You are required to increase your daily bill payment limit before making payment. Please download the "e-Banking Daily Limit Maintenance Form", complete and return the form to any of our branches in person or by mail to us together with your HKID card copy. (Please allow three working days for processing).
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Q: |
How can I enjoy the
online bill payment services with credit card? |
A: |
To enjoy the service, you must have
registered for Hang Seng Personal e-Banking and have a personal Hang
Seng Credit Card (not applicable to JAL Hang Seng Card, Private
Label Card, e-shopping MasterCard and USD VISA Gold Card).
If you have registered for e-Banking, you can
logon to e-Banking, choose "Pay Bills" under "Bill Payments" and follow the
instructions to make the payment.
If you have registered for e-Banking but have
not yet added your credit card in your e-Banking Services, please
add your account on "Account List" page under "Account Maintenance"
of the Customer Services Section.
If you have not yet registered for e-Banking,
please register with your Hang Seng Credit Card and ATM PIN by
selecting "Register Now" on Personal e-Banking logon page.
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Q: |
What kinds of
bill can I pay by credit card online? |
A: |
You can pay for a
host of merchant bills with this service. Please click here to view the payee
list/bill types available. |
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Q: |
What is Payee
List, and how to set up a payee list? |
A: |
A Payee List is a list of paper bill accounts
to which you wish to make payments regularly. You may set up your
own payee list by selecting "New Payee" and after
paying the paper bill, your own online payee list* will be
established automatically. For payees under the categories of
Banking and Credit Card Services, Brokers, Other
Financial Institutions and Sports and Leisure, you are
required to register the bill account number(s) at any Hang Seng
Bank branches in person.
*If the bill account number is not a fixed
account number, it will not be recorded in your payee
list. |
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Q: |
What is a bill type
code? |
A: |
Some of the
payees have special codes for different types of bills. Should a
bill type code be requested, simply check the payee's statement and
you should be able to find the bill type code. |
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Q: |
To pay CNY bill, do I need to use my CNY account as the 'deduct from account'? If insufficient balance in my CNY account, can I choose other HKD account as 'deduct from account'? |
A: |
You must use your CNY account as the 'deduct from account' to pay CNY bill. Please ensure there is sufficient fund in your CNY account for the bill payment. You may conduct CNY exchange via our e-Banking or branch before making the bill payment, however, please note that the existing permitted exchange is up to HKD20,000 for personal customer through CNY account per person per day. Please pay attention to the maximum daily exchange limit for CNY and its related conditions for the transactions. |
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Q: |
What is the
maximum amount I can pay? |
A: |
Subject to your
transfer limit setting, the maximum total amount you can pay is a
combined balance (this limit is shared among automated teller
machine, 24-hour phone banking services and Hang Seng Personal
e-Banking*) of HKD500,000 to all payees made on the same day. There
are also daily bill payment limits by payee category, please refer
to the "Transfer / Bill Payment Limit" page under
"Account Maintenance" of the Customer Services Section for details.
Please note that for bill payment to the category of
e-Merchants, the limit will be reset to HKD 0 if the service
is not used for more than 13 months (the default limit for new
customer is HKD 0). To re-apply for the service, please download
and complete the "Amendment Form" on the same page and return it to
any Hang Seng Bank branches in person.
* |
For sole-proprietorship customers, the
limit is shared between 24-hour phone banking services and
Personal e-Banking only. | |
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Q: |
Is there any
daily limit for bill payment amount with credit card? |
A: |
The maximum daily limit for credit card bill
payment is subject to the daily bill payment limit (HKD500,000 per
customer, please refer to the above for details) and your available
credit card limit.
To increase your bill payment limit,
please download and complete the "Amendment Form" from the "Transfer / Bill Payment Limit" page under "Account Maintenance"
of the Customer Services Section and return it to any Hang Seng Bank
branches in person. To reduce the bill
payment limit, simply do it online by selecting "Transfer
/ Bill Payment Limit" page under "Account Maintenance" of the
Customer Services Section.
To increase your credit card limit,
please send your request 5-14 working days prior to the usage date
via "Other Related Services" under Credit Cards Section (normal
process lead time is one working day, due to anticipated high volume
of request during tax payment period, process lead time may extend
to five working days). |
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Q: |
Can I reduce the daily
limit for bill payment myself? |
A: |
You may reduce
your daily limit for bill payment online at the "Transfer / Bill Payment Limit" under "Account Maintenance"
of the Customer Services Section. However, if you wish to increase
the limit subsequently, please download and complete the "Amendment
Form" from the "Transfer / Bill Payment Limit" under "Account Maintenance" and return it to any Hang Seng
Bank branches in person. Please note that for bill payment to the
category of e-Merchants, the limit will be reset to HKD 0 if
the service is not used for more than 13 months (the default limit
for new customer is HKD 0). |
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Q: |
Will I receive a
confirmation for my online bill payment with credit
card? |
A: |
For all successfully processed instructions,
you will receive a reference number and you are advised to "print"
or "save" your payment details for your own reference. Notification
will only be sent to your Inbox Message if the payment instruction
cannot be processed successfully. For successful payment*, you can
check your payment record in the "Account Overview " under the
"Account Services" section one working day after your payment execution
date.
*For payment which made before 4:30pm from Mon-
Fri.
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Q: |
Will the online
bill payment transactions be shown on my credit card
statement? |
A: |
You will receive
statement as normal with details of your online bill payment
transactions shown. |
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Q: |
If
I settle my Hang Seng Credit Card bill through the e-Banking Services,
do I have to pay any additional charge? |
A: |
No, it is FREE. |
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Q: |
Is
there any service fee involved in the bill payment services? |
A: |
No, it is FREE. |
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Q: |
What
is the e-Donation Service? |
A: |
The e-Donation Service is one of the
many Personal e-Banking Services offered by Hang Seng Bank ("the
Bank"). It allows Hang Seng e-Banking customers to make online donations
to more than 50 charitable organisations. |
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Q: |
How
can charitable organisations apply for the e-Donation Service? |
A: |
Charitable organisations should submit
their applications with 1) details of their work and activities (e.g.
service introduction leaflet) and 2) a copy of their latest annual or
financial report to 11/F Corporate Communications Department, Hang Seng
Bank, 83 Des Voeux Road Central, Hong Kong. The envelope should be marked
with "Application for e-Donation Service". |
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Q: |
What
is the approval procedure for the e-Donation Service? |
A: |
The application will be approved by the
Bank's Corporate Communications Department with reference to internal
guidelines. Charitable organisations will receive a reply in about one
week. |
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Q: |
How
long will it take to add an approved organisation to the list? |
A: |
An approved organisation must read the
terms and conditions of the e-Donation Service and sign and return a reply
form to the Bank's Corporate Communications Department to confirm their
registration. If the organisation maintains a current account with the
Bank, the account number should be entered on the form. Online donations
will be received through this account. Once the information contained
in the reply form has been verified by the Bank, the organisation will
be put on the e-Donation list. The Bank's Corporate Communications Department
will notify the organisation concerned within one month. |
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Q: |
What
is the procedure for an organisation which is not Bank customer? |
A: |
In addition to the service terms and
conditions and a reply form, such an organisation will receive documents
for opening a current account. Once an account has been opened, the organisation
should enter its account number on the reply form and return the form
to the Corporate Communications Department to confirm their registration.
Once the information contained in the reply form has been verified by
the Bank, the organisation concerned will be put on the e-Donation list.
The Bank's Corporate Communications Department will notify the organisation
within one month. |
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Q: |
Will
the Bank charge any service fees to organisations participating in the
e-Donation Service? |
A: |
The Bank will not charge these
organisations any service fees with respect to their use of the e-Donation
Service. |
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Q: |
How
can participating organisations check the donations received via the e-Donation
Service? |
A: |
Organisations can check the details of
each transaction using monthly bank statements sent by the Bank. |
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Q: |
How
can I request a receipt for my donation from the relevant organisation?
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A: |
You can print out the "Transaction Completed"
page and send it to the charitable organisation concerned to request a
tax exemption receipt for donations of HKD100 or above. This information
can also be found on the "Transaction Completed" page. |
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Q: |
Where
can I find the Service under the e-Banking website? |
A: |
The Service can be found in "Pay Bills" under "Bill Payments" in the Account Services
section. |
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Q: |
Where can I find a list of organisations participating in the e-Donation Service?
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A: |
After you have logged in to e-Banking, press the "Payee List" button at the "Pay Bills" under "Bill Payments" in the Account Services section. Then, you can find the list of participating organizations upon choosing e-Donation.
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Transaction Enquiry |
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Q: |
What is a pending
payment? |
A: |
It is a service
that enables you to pay bills of a pre-defined amount to a pre-selected
payee on a pre-defined date. |
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Q: |
How far ahead
can I make a pending payment with bank account and credit card respectively? |
A: |
You may make your
pending payment 45 calendar days (excluding Sundays and Public Holidays)
ahead of time with bank account and 13 calendar days (excluding Saturdays,
Sundays and Public Holidays) with credit card. |
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Q: |
Can I make any
amendments to the pending payments? |
A: |
Yes, you may make
amendments to all your pending payments online anytime before the effective
date of the payments. |
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Q: |
Do I need to have
sufficient fund in my account when I make a pending payment with bank
account? What will happen if there is insufficient fund in my account
on the effective date? What will be the case for using credit card account
for pending payment? |
A: |
It is not necessary to have sufficient fund in
your account when you make a pending payment with bank account. However,
your instruction will be rejected if there is insufficient fund in your
account on the effective date of the payment.
For using credit card to make pending payment,
your available credit limit at the time of making the instruction must
be sufficient to meet your payment amount. Once the instruction is confirmed,
the equivalent credit limit will be held.
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Q: |
How
far back can I view my transaction history? |
A: |
You
can view transactions in the last 14 days at maximum. |
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Q: |
Does
it mean the payment is successfully completed if the status is "Instruction
received"? |
A: |
No.
"Instruction received" means your instruction is received by the bank
and has passed to payee's processing. And it is possible that the payee
rejects your payment and the bank will notice you separately. |
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Direct
Debit Authorisation |
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Q: |
Can I set up the
direct debit authorisation any time online? |
A: |
Yes, you can set
up the direct debit authorisation with the Beneficiary on list any time. |
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Q: |
When will the
direct debit authorisation be effective? |
A: |
The direct debit
authorisation will only be effective upon acceptance and setting up by
the Beneficiary. Some merchants will inform you the commencement date
of the autopay, while some will notify you on the bill. You can check
with your Beneficiary for details of the direct debit authorisation set-up. |
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Q: |
What can I do
if I want to check my direct debit authorisation list with your Bank? |
A: |
If the Beneficiary
has accepted and setup your direct debit authorisation, you can enquire
the direct debit authorisation list under the "Bill Payments" in Hang Seng e-Banking Services,
or contact our Customer Service Representatives during office hour. For
Prestige Banking customers please call 2998-9188. For Preferred Banking customers please call 2822-8228. For Integrated Account customers, please call 2912-3456. For other
customers please call 2822-0228. |
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Q: |
Do I need to have
sufficient fund in my account when I set up a direct debit authorisation? |
A: |
It is not necessary
to have sufficient fund in your account at the moment. However, your instruction
will be rejected if there is insufficient fund in your account upon due
for direct debit payment after the direct debit authorisation has been
set up by the Beneficiary. |
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Q: |
Can I amend /
cancel the direct debit instruction? |
A: |
Yes, you can amend
/ cancel the limit amount and expiry date of the direct debit instruction.
However, your instruction must be given to us at least three working days
for the amendment / cancellation to take effect, and the expiry date to
be amended must be at least seven calendar days from now. |
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Q: |
Can I set a forward
date for amendment / cancellation? |
A: |
You cannot set
a forward date for amendment. However, you can specify the expiry date
and the direct debit authorisation will be cancelled on the date specified
accordingly. |
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Q: |
If I wrongly enter
the Debtor Reference or Debtor Name, will the instruction be rejected? |
A: |
Your instruction
may be rejected by the Beneficiary during the set-up process. |
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Q: |
What about if
I want to amend the Debtor Reference or Deduct Account? |
A: |
You have to cancel
the instruction first and then set up another one. |
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Time
Deposit |
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Q: |
What do I need
before making a time deposit with the Bank through e-Banking Services? |
A: |
Every e-Banking
customer, excluding Integrated Account customers aged under 18, may make
a time deposit online. Simply select your time deposit account from the
pre-defined list and provide us with the deposit details as requested,
a time deposit will then be made with the Bank. For Integrated Account,
excluding Integrated Account customers aged under 18, if you do not have
a time deposit account with us, a new time deposit account will be opened
automatically and your account number will be shown on the acknowledgment
screen after you have confirmed your deposit instruction. For credit card/Hang
Seng Card account customers, you can send online request to open an Integrated
Account and then set up a new time deposit account automatically after
the Integrated Account is opened. For other sole-proprietorship customers,
if you do not have a time deposit account with us, please open a new time
deposit account at any Hang Seng Bank branch and add it to your Internet
Account List. |
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Q: |
What
are the deposit terms available for different currencies of different
deposit amounts? |
A: |
The following deposit
terms are available for fixed deposits of different currencies:
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Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
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Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
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Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
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Y |
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Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
Y |
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Y |
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Y |
Y |
Y |
Y |
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Y |
Y |
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Y |
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Y |
Y |
Y |
Y |
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Y |
Y |
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Y |
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Y |
Y |
Y |
Y |
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Y |
Y |
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Y |
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Y |
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Y |
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Y |
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Account Services FAQ Page
Q: |
Can I make deposits
any time of the day? |
A: |
This service is
available from 8:00 am to 7:55 pm, Mondays to Fridays, and 8:00 am to
4:55 pm on Saturdays. |
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Q: |
What are the types
of maturity instructions available? |
A: |
The following types
of maturity instructions are available:
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Full renewal
i.e. to renew both principal and interest for a specific period. |
- |
Renew principal and credit
interest
i.e. to renew principal only, the interest generated will be credited
to a specific account. |
- |
Credit both principal and interest
i.e. to uplift the deposit by crediting both principal and interest
to a specific account. |
- |
Add specific amount to principal
i.e. to renew the deposit with a larger principal amount. A fixed
amount will be added to the principal every time the deposit is
renewed. |
- |
Deduct specific amount from
principal
i.e. to renew the deposit with a smaller principal amount. A fixed
amount will be deducted from the principal every time the deposit
is renewed. |
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If a renewal instruction is selected, the Bank
will continue to act on your renewal instruction until further notice
is received from you. If you wish to amend your maturity instruction,
you may amend it at least one working day (before 7:55pm on Monday to Friday and before 4:55 pm on Saturday) before
the maturity date. |
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Account Services FAQ Page
Q: |
Is it necessary
to select the maturity instruction at the time I make my deposit? |
A: |
If it is a fixed
deposit, you must select the maturity instruction at the time you make
the deposit. |
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Q: |
If I select to
renew my deposit, how many times will the deposit be renewed? |
A: |
Once a renewal
instruction has been selected, the Bank will continue to act on your renewal
instruction until further notice is received from you. If you wish to
amend your maturity instruction, you may amend it at least one working
day (before 7:55pm on Monday to Friday and before 4:55 pm on Saturday) before the maturity date. |
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Q: |
Can I amend the
maturity instruction when the deposit has been made? |
A: |
Yes, you may amend
the maturity instruction at least one working day (before 7:55pm on Monday to Friday and before 4:55 pm on Saturday)
before the maturity date. |
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Q: |
If I have made
a time deposit at a branch, can I change the maturity instruction through
e-Banking Services? |
A: |
As long as the
time deposit account can be operated through our e-Banking Services, you
may amend the maturity instruction of your fixed and call deposits online
at least one working day (before 7:55pm on Monday to Friday and before 4:55 pm on Saturday) before the maturity date. |
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Account Services FAQ Page
Q: |
What is a pending
deposit? |
A: |
It is a service
that allows you to make a time deposit of a pre-defined deposit term and
principal on a pre-defined date. |
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Q: |
How far ahead
can I make a pending deposit? |
A: |
You may make your
pending deposit 45 calendar days (excluding Sundays and Public Holidays)
ahead of time. |
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Q: |
Can I make any
amendments to the pending deposits? |
A: |
Yes, you may make
amendments to all your pending deposits online anytime before the effective
date of the deposits. |
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Q: |
Do I need to have
sufficient fund in my account when I make a pending deposit? What will
happen if there is insufficient fund in my account on the effective date? |
A: |
It is not necessary
to have sufficient fund in your account when you make a pending deposit.
However, your instruction will be rejected if there is insufficient fund
in your account on the effective date of the deposit. |
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|
Q: |
What is Interest
Return Calculator? |
A: |
It is a tool for
you to calculate your time deposit return with a specific deposit term
and principal. |
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|
Q: |
Are the deposit
rates updated? |
A: |
Yes, the deposit
rates are updated from time to time and are for reference only. You will
be notified of the actual interest rate/exchange rate prior to your confirmation
of every transaction requested. |
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Q: |
Can I withdraw the fixed deposit before the maturity date? |
A: |
At the request of the depositor, the Bank may at its discretion allow a pre-mature withdrawal of a deposit before the due date. In such instance, the Bank reserves the right not to pay interest on the deposit. The Bank furthermore reserves the right to recover a handling charge and additional cost (if any) of obtaining funds in the market for the remaining period of deposits, and to recover the loss of the Bank if there is a lack of funds in the market. |
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New Fund Offer / Promotion Offer |
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Q: |
What is eligible new fund balance? |
A: |
It refers to the incremental balance when comparing the latest deposit balance with the balance of the same currency as of 30 calendar days ago, after deduction of the sum of principal amount which has been entitled to new fund offer of time deposit within the last 30 calendar days. The balance of all accounts, including Savings Accounts, Current Accounts and Time Deposits of Hong Kong Dollar and foreign currencies (whether accounts in sole name or joint name), will be counted towards the calculation of Eligible New Fund Balance.
Eligible new fund balance of customer = (A) Latest deposit balance of a currency - (B) Deposit balance of the same currency as of 30 calendar days ago - (C) Sum of principal amount which has been entitled to new fund offer of time deposit within the last 30 calendar days
$170,000 |
$30,000 |
$140,000 |
$20,000 |
$120,000 |
The Bank reserves the right of final decision should there be any dispute in the definition of Eligible New Fund Balance. |
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Q: |
How can I check the amount of my eligible new fund? |
A: |
You may check your eligible new fund balance of individual currency at the "Set Up Fixed Deposit" page under "Time Deposits" of the Account Services Section. However, the information will be shown only if your eligible new fund balance exceeds the minimum time deposit amount of that currency. |
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Q: |
Why can't I enjoy new fund interest rate/ promotion offer rate even I have eligible new fund? |
A: |
New fund interest rate and promotion offer rate are not applicable to any of the following situations:
- |
Pending instruction |
- |
Renewed time deposit |
- |
Time deposit placed during non-service hour |
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Q: |
If I set up a time deposit with principal amount exceeding the eligible new fund balance, could new fund interest rate be entitled? |
A: |
No, new fund interest rate is only applicable if the lump-sum fund is eligible new fund. |
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|
Q: |
What channels are applicable for the new fund offer? |
A: |
You can set up the time deposit with new fund offer through our e-Banking service, phone banking and branches. |
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Q: |
I have just inward transferred foreign currency/ conducted a foreign exchange through my Integrated Account, why does the eligible new fund balance of that currency has not been increased? |
A: |
If the foreign currency sub-account of Integrated Account has not been activated before, it takes one working day to refresh the eligible new fund balance. Please retry on the next working day. |
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Foreign
Currency |
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Q: |
In which
currencies should I indicate the transaction amount? Say, if I wish
to debit my HKD account to buy USD100. |
A: |
You may enter
the currency of your debit or credit account and we will calculate
the equivalent amount for you. That means in your case, you may
either enter USD100 or its equivalent in HKD as the amount. The
exchange rate will be provided in the next screen for your confirmation
before proceeding. |
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Q: |
Can I buy/sell foreign currency at any time of the day? |
A: |
You may place buy / sell order for foreign currency at any time of the day. They will be processed at the time below:
Account Type |
Currency |
Business Hours |
Foreign Currency Statement Savings |
1USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD, CNY |
Mon 06:00 to Sat 03:30
Sat 08:00 to 12:55 |
2THB, ZAR |
Mon-Fri 08:00 to 21:00
Sat 08:00 to 12:55 |
FX2/ Margin Trading Collateral |
1USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD |
Mon 06:00 to Sat 03:30 |
Foreign Currency Passbook Savings |
2USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD, CNY, THB, ZAR |
Mon-Fri 08:00 to 18:55
Sat 08:00 - 12:55 |
Remarks
Same day foreign currency exchange cannot be processed in the following timeslots:
- 1 Full day of New Year's Day, Good Friday and its following day, Christmas Day, and Hong Kong public holidays that falls on Saturdays
- 1 From 00:00 to 06:00 on the day following New Year's Day, Christmas Day and specific US holidays (Martin Luther King, Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day and Thanksgiving Day)
- 2 Full day of all Hong Kong public holidays |
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Q: |
Are the
exchange rates updated? |
A: |
The exchange
rates are for reference only. You will be notified of the actual
rate prior to your confirmation of every transaction requested. |
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Q: |
What is
the minimum transaction amount for currency exchange? |
A: |
The minimum
transaction amount for currency exchange is HKD30 or its equivalent
in other currencies. |
|
|
Q: |
What is the maximum transaction amount for currency exchange? |
A: |
Currency |
Max. transaction amount |
AUD |
2,000,000 |
CAD |
2,000,000 |
CHF |
3,000,000 |
CNY |
4,500,000 |
EUR |
3,500,000 |
GBP |
4,000,000 |
JPY |
3,000,000 |
NZD |
2,000,000 |
THB |
1,000,000 |
USD |
7,800,000 |
ZAR |
500,000 |
|
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|
Q: |
What is a pending
transaction? |
A: |
It is a service
that enables you to make the transaction of a pre-defined amount to a
pre-selected account on a pre-defined date. |
|
|
Q: |
How far ahead
can I make a pending transaction? |
A: |
You may make your
pending transactions 45 calendar days (excluding Sundays and Public Holidays)
ahead of time. |
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|
Q: |
Can I make any
amendments to the pending transactions? |
A: |
Yes, you may make
amendments to all your pending transactions online anytime before the
effective date of the transactions. |
|
|
Q: |
Do I need to have
sufficient fund in my account when I make a pending transaction? What
will happen if there is insufficient fund in my account on the effective
date? |
A: |
It is not necessary
to have sufficient fund in your account when you make a pending transaction.
However, your instruction will be rejected if there is insufficient fund
in your account on the effective date of the transaction. |
|
|
Q: |
I have just opened an Integrated Account, but why I have always been rejected when I try to transfer foreign currency online? |
A: |
It will take one working day to activate the Foreign Currency Transfer service for a newly opened Integrated Account. Please retry on the next working day. |
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Gold |
|
|
Q: |
Can I buy/sell gold at any time of the day? |
A: |
You may buy / sell gold at any time of the day, with the instruction processing time as below:
|
Business hours
|
Monday to Friday
|
08:00 - 23:54
|
Saturday
|
08:00 - 12:54
|
Remarks
- For paper gold unit of MACE & GGA
- No service on Sundays and public holidays
|
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|
Q: |
Are the Buy/Sell prices per unit of Scheme updated? |
A: |
The buy/sell prices per unit of Scheme are for reference only. You will be notified of the actual pricing prior to your confirmation of every transaction requested. |
|
|
Q: |
What is the minimum transaction amount and maximum transaction amount for unit of Scheme? |
A: |
For Statement Gold Account, the minimum transaction amount and maximum transaction amount for the Scheme are 1 MACE and 5,000 MACE respectively.
For Paper Gold Grain Account, the minimum transaction amount and maximum transaction amount for the Scheme are 0.01 GGA and 5,000 GGA respectively. |
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|
Q: |
Is the investment under Paper Gold Scheme protected? |
A: |
Your investments under the Scheme is not principal protected. The Scheme is not a protected deposit and is not protected by the Deposit Protection Scheme in Hong Kong. |
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|
Q: |
Does the Paper Gold Scheme/Account involve physical gold delivery? |
A: |
The Scheme does not involve physical delivery of Gold. You do not have any rights, ownership and possession of any physical Gold in the Scheme. The allocation of units in the Scheme is notional and is for the sole purpose of determining the cash value of your investment in the Scheme. |
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Currency
Switching |
|
|
Q: |
What is Currency
Switching Service? |
A: |
This service enables
you to set up advance instructions in HKD Savings, HKD Current and FCY Savings A/C under any Integrated Account for foreign currency exchange according
to the criteria you have preset, such as exchange rate, transfer amount,
frequency and date criteria. When your pre-set criteria are met, the instruction
will be automatically processed. |
|
|
Q: |
Am I eligible
to use Currency Switching Service? |
A: |
All Prestige Banking,
Preferred Banking, Green Banking and Integrated Account customers (excluding
Integrated Account customers aged under 18) are eligible to use Currency Switching Service. Currency Switching Service for Renminbi is not available to the Personal customer who is not a Hong Kong Identity Card holder. |
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|
Q: |
Is there any set-up
charge for using Currency Switching Service? |
A: |
No. |
|
|
Account Services FAQ Page
Q: |
What type of criteria
I can preset? |
A: |
You can pre-set
the following criteria:
|
1.Exchange Rate |
The instruction will be
executed when the Bank's prevailing buying / selling
rate hits the target buying / selling foreign exchange rate |
2.Amount |
Transaction Amount per Execution |
3.Frequency & Date |
(a) |
Transaction Frequency |
(i) |
Daily |
(ii) |
Weekly, on <ddmmyyyy> |
(iii) |
Monthly, on <ddmmyyyy> |
(b) |
No. of Times of Executions |
(i) |
Specific no. of times - when the specified no. of times have been executed, the instruction will be expired and deleted automatically |
(ii) |
Unlimited |
(c) |
Expiry Date of the Instruction - the instruction will not be executed after the specified date |
4.Optional
Criteria |
(a) |
cumulative maximum transfer limit - the instruction will not be executed if the transfer amount accumulating over the set period (per day/ per month/ per quarter/ per half year/ per year) exceeds the specified cumulative maximum transfer limit |
(b) |
suspension period - the instruction will not be executed within the specified period |
(c) |
debit account minimum balance - the instruction will not be executed if the balance of the debit account stays below this threshold |
(d) |
fund retention period - the instruction will not be executed if the money stays on the debit account below this period prior to the transfer |
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Account Services FAQ Page
Q: |
How many instructions
can I define at the same time? |
A: |
You can set up
multiple instructions to transfer between foreign currency savings and
Hong Kong dollar savings/current accounts or US dollar savings account
within your Integrated Accounts. However, you can only set one transfer
out instruction for each debit account. |
|
|
Q: |
Does Currency
Switching Service provide cross currency transfer? |
A: |
Apart from transfer
between Hong Kong dollar and foreign currencies, Currency Switching Service
also provides transfer between US dollar and other foreign currencies
(excluding CNY). Other cross currency switching is not offered for the
time being. |
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|
Q: |
How often are
foreign exchange rates checked for confirming the execution of the instruction? |
A: |
We check exchange
rates against the Bank's prevailing buying/selling rates regularly
on any business day from Monday to Friday from around HKT09:15 to around
HKT17:15, and from around HKT 09:00 to HKT 13:00 on a business day which
is a Saturday on an hourly interval basis. |
|
|
Account Services FAQ Page
Q: |
Is there any transfer
limit for Currency Switching Service? |
A: |
Yes. The minimum limit listed below applies to debit and credit account currency. Instructions in which the transfer amount denominated in the debit or credit account currency is below the minimum limit will not be executed and will be deleted. The maximum limit listed below applies to both debit and credit account currencies. Instructions in which the transfer amount is above the lower maximum limit among the two currency denominations will not be executed and will be deleted. Please refer to the table below for the variety of currencies provided for the Currency Switching Service and their respective maximum / minimum transfer amounts.
|
Currency |
Max.
Transfer Amount |
Min.
Transfer Amount |
AUD |
200,000 |
190 |
CAD |
200,000 |
200 |
CHF |
200,000 |
180 |
CNY* |
2,000,000 |
1,100 |
EUR |
200,000 |
110 |
GBP |
200,000 |
80 |
HKD |
N/A# |
1,000 |
JPY |
20,000,000 |
15,000 |
NZD |
200,000 |
230 |
THB |
2,000,000 |
4,800 |
USD |
500,000 |
130 |
ZAR |
500,000 |
1,100 |
|
* |
CNY can only be exchanged from / to HKD for the time being. |
# |
Please refer to the max. transaction amount of other currencies. |
|
|
|
Account Services FAQ Page
Q: |
How do I know
whether certain instruction has been executed? |
A: |
You may call our
Customer Service Hotline for enquiry:
|
Prestige Banking customers |
2998-9188 |
Preferred Banking customers |
2822-8228 |
Green Banking/Integrated Account customers |
2912-3456 |
Other customers |
2822-0228 |
|
|
The transactions will also be shown in the
monthly statement and can be checked via e-Banking. |
|
|
|
Q: |
Can I pre-set an "Expiry Date" together with "No. of Times of Executions" in the same instruction? |
A: |
Yes. You can specify both the "Expiry Date" and "No. of Times of Executions". The instruction will be automatically deleted whichever of the two criteria has been achieved. |
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|
Currency Switching plus Time Deposit Placing |
|
|
Q: |
What is Currency Switching Service plus Time Deposit Placing? |
A: |
This service enables you to use the exchange amount for placing the time deposit after the execution of currency exchange transaction. |
|
|
Q: |
Can I add, revise or delete the Time Deposit Service after the set- up of the currency switching? |
A: |
Yes, you can add, amend or delete the Time Deposit Services before the execution of the currency switching. |
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|
Q: |
If I want to delete the Time Deposit Service, do I need to cancel the Currency Switching Instruction? |
A: |
No. You just delete the part of Time Deposit Service. |
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|
Q: |
Can I apply the currency switching plus the time deposit placing services via branch or phone banking? |
A: |
No, the currency switching plus time deposit placing service is only available on e-Banking. |
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|
Q: |
When will the time deposit placing instruction executed? |
A: |
The time deposit placing will be executed after the currency exchange has been completed. Therefore, you must ensure that the account to be debited have available and sufficient funds when we act on the time deposit instruction. |
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|
Q: |
How do I know whether the time deposit placing instruction has been executed? |
A: |
If the time deposit placing instruction has been executed, a notice will be sent to the customer. |
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|
Q: |
Can I add or revise the deposit amount of the time deposit placing instruction? |
A: |
No. The deposit amount of the time deposit must be same as the currency exchange amount. |
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|
Q: |
How the interest rate on time deposit is fixed? |
A: |
Interest rate on each time deposit will be fixed upon execution of the instruction at the interest rate and any interest rate offer (if any) applicable to the relevant type of deposit prevailing at that time. |
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Other
Related Service
Request Cheque Book |
|
|
Q: |
What types of
cheque can I request through Hang Seng e-Banking Services? |
A: |
You may order single-colour
background cheques. |
|
|
Q: |
How can I get
the cheque book if I request through Hang Seng e-Banking Services? |
A: |
We shall send you
the cheque book by ordinary mail. |
|
|
Q: |
How long shall
I receive the cheque book after I made the request? |
A: |
We shall process
your request once we receive your instruction . Please notify us immediately
should you not receive the cheque book 6 working days after you made the request. |
|
Account Opening / Upgrade |
|
|
Q: |
What is Account Opening service? |
A: |
It allows sole name Prestige or Preferred Banking account holders with children aged below 18 to open M.I. Kid AssetBuilder online |
|
|
Q: |
What is Account Upgrade service? |
A: |
It is a service that allows customers to upgrade existing integrated account to higher status |
|
|
Q: |
When will I have the updates for the M.I. Kid AssetBuilder account opening progress after submitting the online form? |
A: |
You will be contacted to follow up your account opening progress within 5 working days of successfully submitting account opening form online. |
|
|
Q: |
If I have already
held one kind of Integrated Accounts, can I further open other accounts,
such as Securities / Investment / or other Integrated Accounts online? |
A: |
Yes, you can still
use this service to open other types of accounts but you are not allowed
to open the same type of account that you have already held. If you want
to open a Securities or Investment Funds Account now, simply click the
link 'Trading' at 'Securities' or 'Funds Trading' at 'Investment Funds'
and follow the instructions. The Account will be opened online for you. |
|
|
Q: |
How many accounts
can I link to my new ATM card? |
A: |
Each card allows
customers to link upto 3 accounts. However, the HKD Savings and Current
Account of your newly opened Integrated Account are already pre-selected
during online application. You are only allowed to link 1 more account
to the ATM card. |
|
|
Q: |
Can I delete the
HKD Current Account in the ATM card and add 2 additional new accounts? |
A: |
As the HKD Savings
and Current Accounts are pre-selected, it is not allowed to do so during
Instant Account Opening. However, customers may visit any of our branches
to revise the account(s) by completing a required form. |
|
|
Q: |
Will my personal information be updated to my other account(s) in Hang Seng Bank? |
A: |
We shall adopt and use your newly provided information to the new account only. Please note that the correspondence address provided will be used for the newly set up bank account only. Your existing correspondence address of other account statements will remain unchanged. While the residential and permanent addresses will be updated to Bank's record after verification. |
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