Hang Seng HSBCnet Soft Token is designed to allow you to use your mobile device and the Hang Seng HSBCnet Mobile app for accessing Hang Seng HSBCnet desktop and mobile app services, instead of using your physical Security Device.
You can activate the Soft Token for ongoing user authentication through the Hang Seng HSBCnet Mobile app. Before you begin, please ask your System Administrator to enable Soft Token function on your profile.
Please note: Hang Seng HSBCnet Soft Token is ONLY available for the Hang Seng HSBCnet Mobile app downloaded from the Apple App Store or Google Play.
List of supported devices and hardware requirement can be found here.
Hang Seng HSBCnet Soft Token in the Hang Seng HSBCnet Mobile app provides you with an easier, faster and safer access to Hang Seng HSBCnet without using a physical Security Device.
By activating your Soft Token, you can log on to Hang Seng HSBCnet Mobile app directly or confirm your access to Hang Seng HSBCnet with the following benefits:
Ease of use –seamlessly log on and confirm payment via your registered mobile device
Convenience and hassle free – Get instant access to your mobile device without the need of carrying a physical Security Device
Enhanced security – Besides the mobile security PIN, you can use fingerprint and facial recognition to confirm your identity and secure online transactions.
However, please note that starting from 1 August 2023, a fee of HK$200 per Hang Seng HSBCnet physical Security Device (“hard token”) will be imposed on you for each hard token order request. In order to let you have a smooth transition to Soft Token and allow you to have an alternate method of accessing Hang Seng HSBCnet without paying additional charges in the event that the existing hard token battery runs out, you are strongly recommended to activate your Soft Token on a compatible mobile device via Hang Seng HSBCnet Mobile app as early as possible to enjoy the benefits for free.
Yes. Users who have more than one Hang Seng HSBCnet user account (must be under different company profile ID) are allowed to activate Soft Token for up to 25 usernames within the same Hang Seng HSBCnet Mobile app on one single device.
You need to request System Administrator to update your user profile by removing “Security Device” and enabling “Mobile device” under “Log on options” via <User Management>.
No, since jailbroken / rooted device may be less secure and may lead to fraudulent transactions. For security reasons, you are not allowed to activate Soft Tokenon a jailbroken / rooted device.
No. Soft Token is enabled on your personal mobile device. Once it is enabled, your Soft Token is linked to your Hang Seng HSBCnet user profile, and only you can access your Hang Seng HSBCnet Mobile Banking through a Soft Token-enabled mobile device.
Yes, once you have activated the Soft Token on your mobile device, you have to enter your security PIN or use Biometric Authentication when you log on to Hang Seng HSBCnet Mobile app. You will no longer need your password or physical Security Device to log on after you have activated your Soft Token.
Yes. Soft Token is an alternative tool to your existing physical Security Device. You can still use your existing Security Deviceto log on and access Hang Seng HSBCnet services after activating Soft Token on your compatible mobile device, and you will still need it in some situations, such as resetting your mobile security PIN or re-activating Soft Token in a new mobile device.
However, please note that starting from 1 August 2023, a fee of HK$200 per Hang Seng HSBCnet physical Security Device (“hard token”) will be imposed on you for each hard token order request. In order to let you have a smooth transition to Soft Token and allow you to have an alternate method of accessing Hang Seng HSBCnet without paying additional charges in the event that the existing hard token battery runs out, you are strongly recommended to activate your Soft Token on a compatible mobile device via Hang Seng HSBCnet Mobile app as early as possible to enjoy the benefits for free.
Yes. Upon logon to the Hang Seng HSBCnet Mobile app, go to the “More” page and select “Settings” Click on “Reset your security PIN” option and then follow the on-screen instructions to reset your security PIN.
Upon logon to the Hang Seng HSBCnet Mobile app, go to the “More” page and select “Settings”Toggle off the “Mobile authentication” option Click on “Deactivate” button to deactivate your Soft Token.
For users who granted with a physical Security Device
For users without a physical Security Device
Please note: If you are a Soft Token only user, you need to activate your Soft Token on a new mobile device first before re-accessing to Hang Seng HSBCnet.
It is recommended that you have your old device with you when switching to a new device
To log on to the Hang Seng HSBCnet Mobile app on your new device, you'll need to have the following items with you:
User Type
Items required
Remarks
Users who granted with a physical Security Device
(i) Hang Seng HSBCnet username; and
(ii) Your physical Security Device
If your physical Security Device is lost or the battery is depleted, you need to request System Administrator to remove the “Security Device” and enable “Mobile device” under “Log on options” in your user profile. For details, please refer to #8 above.
Users without a physical Security Device
(i) Hang Seng HSBCnet username; and
(ii) Password; OR
(iii) Memorable Answers
If you've forgotten your Password, you can reset it by logging on to Hang Seng HSBCnet desktop and answering your pre-set security questions.
On the next page, select “Continue” when you arrive “Account locked” page
Answer the first and second security question. You set up this security information during your registration
If you answer both security questions correctly, you can create a new password. Choose “Submit” when finished
If you answer incorrectly, you need to go through Security Information Reset (SIR) process and require your System Administrator to approve SIR request
Scenario 1 - If you still have your old device on hand
Please follow the steps mentioned in #17 above to deactivate your Soft Token on old device before reactivating it on new one.
Scenario 2 - If your old device is lost or stolen
For users who granted with a physical Security Device
Step 1: Download the Hang Seng HSBCnet Mobile app on your new mobile device
Step 2: Log on to Hang Seng HSBCnet Mobile app with your username and a 6-digit security code generated from your physical security device
Step 3: Go to the “More” page and select “Settings”
Step 4: Click on “Deactivate” under <Other devices activated for mobile authentication>
Step 5: Click on “Confirm” button to deactivate your Soft Token from the old device
Step 6: Toggle on “Mobile authentication” option and perform re-authentication. Then, create a 6-digit security PIN or optionally enable Biometrics authentication feature (Fingerprint ID / Touch ID / Face ID)
Step 7: Upon completion, “Generate a security code” button will be displayed on the Hang Seng HSBCnet Mobile app logon page
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For users without a physical Security Device
Step 1: Download the Hang Seng HSBCnet Mobile app on your new mobile device
Step 2: Log on to Hang Seng HSBCnet Mobile app with your username
Step 3: Click on “Lost or changed your mobile device?” on the logon page
Step 4: A 8-digit deactivation code will be sent to your registered email address. Enter the deactivation code and select “Continue”
If a logon request has expired, you can click on “Resend notification” on the logon page or choose to log on using your physical Security Device (if any).
For details, please visit <Mobile Authentication> section of HSBCnet Mobile websiteor go to < User Guides > after log on to Hang Seng HSBCnet to download the relevant information. You may also contact our Business Partner Direct at (852) 2198 8000 for further assistance.
Bank Account Opening
Click on “Reset your security PIN” option and then follow the on-screen instructions to reset your security PIN. 
