Before making transfer, you should set up transfer limit. You can set up at Hang Seng Mobile App > Tap “Settings” > Select “Transfer & Pay” > “Transfer limits”.

View the Tutorial

You should first deactivate the Mobile Security Key on your old device:

• Log on to Personal e-Banking via our website, go to "Settings" > "Security-related" > "Manage Device", then click "Remove device" to remove the Mobile Security Key from that device
• Log on to Hang Seng Mobile App on that device and go to left menu, tap "Settings & Security" > "Device & app settings" > "Manage device" under "Security", and follow the on-screen instructions to remove the device

Then you can download Hang Seng Mobile App on the new mobile device, log on with your username and date of birth, and follow verification steps on-screen to activate your Mobile Security Key.

Note: Due to security reasons, after activating / switching your Mobile Security Key, raising small value daily transfer limit and non-registered payee daily transfer limit, transferring to new payee, adding new registered payee, and updating mobile number and email address via Personal e-Banking may be disabled temporarily. To resume the suspended services, please verify your identity in Hang Seng Mobile App at least 24 hours after activating / switching your Mobile Security Key by going to "Settings & Security" > "Device & app settings" > "Verify identity", or you can verify your identity immediately with any Hang Seng Bank and HSBC ATMs / contact our customer services at (852) 2822 0228.

If you have forgotten the PIN for your ATM card / Credit Card / Spending Card: Log on to Hang Seng Mobile App > “Settings” > “Card” > “Reset Card PIN”

If you have forgotten the Phone PIN for your Integrated Account: Log on to Personal e-Banking (Desktop) > “Account Services” > “Other Related Services” > “Request” > “Integrated Account Phone PIN”

View the Tutorial

Yes, you can log on to Hang Seng Mobile App > “Settings” > “My Profile” > “Update Personal Particulars”

View the Tutorial

Whether you are a new customer or already banking with us, you can now open or upgrade an account via mobile if you are aged 18 to 64 years old and residing in Hong Kong.

Download and open Hang Seng Mobile App > Select “Mobile Account Opening” ^ under featured quick links at the Home page > Complete the registration as instructed

Log on to Hang Seng Mobile App > Main menu > “Account Services” > “Open / Upgrade an Account” > Complete the registration as instructed

Please note Mobile Account Opening / Upgrade is not available to customers who only hold Hang Seng credit cards or a joint-named Integrated Account or already holding a sole-named Prestige Banking account.

View the Tutorial

You should only download and install apps from official app stores and carefully review the permissions required by the apps, avoid granting unintended and excessive permissions to apps.

If you suspect that malicious software has already invaded your device, set your device to "Airplane Mode" to disconnect from the network and restore it to factory settings.

Please promptly notify the bank or seek assistance from the police if you notice any suspicious activity in your account.

If you want to switch Hang Seng Mobile App to Simple Mode: Log on Hang Seng Mobile App > “Settings” > “Switch to Full / Simple mode” > “Simple Mode”

View the Tutorial

If the retained card is a Hang Seng ATM Card or Hang Seng Credit Card, we will issue a new replacement card and mail it to your correspondence address registered with us.

If your ATM Card or Credit Card is issued by any other banks, please call our 24-hour ATM hotline 2997 2112.

You may apply for replacement online: Log on Hang Seng Personal e-Banking > select “Account services” > “Other related services” > “ATM services” > “Request ATM Card Replacement”

View the Tutorial