How to log on and reset your password

Overview

When logging on to Personal e-Banking with new or untrusted browser, you'll need additional verification to confirm it's you by entering one-time SMS verification code or one-time security code. We'll then ask you to choose whether to "Trust this browser" to avoid unauthorised logon.

If you "Trust this browser", you'll only need to enter the password or one-time security code next time you log on with the same browser.

You can generate one-time security codes after activating Mobile Security Key via Hang Seng Mobile App^[1].

How it works?

Log on with one-time security code

Log on with password

Reset password

Log on with one-time security code

If you log on with a new browser

Step 1 / 5

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 1 / 5

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 2 / 5

Enter your password, then click "Log on".

Step 3 / 5

Select "Verify with security code by Mobile Security Code", make sure you've already activated Mobile Security Key via Hang Seng Mobile App, then click "Continue".

If you're using physical Security Device, you can also select "Verify with security code by physical Security Device" and log on as instructed.

If both options don't apply to you, please choose "Unable to use any of the methods" and refer to the FAQs section on this page for further assistance.

Step 4 / 5

Enter the one-time security code generated from Mobile Security Key of Hang Seng Mobile App / physical Security Device, then click "Continue".

Step 5 / 5

Select whether to "Trust this browser", then click "Confirm" to complete your log on.

If you "Trust this browser", you'll only need to enter the password or one-time security code next time you log on with the same browser.

If you "Do not trust this browser", you'll still need additional verification (enter a one-time SMS verification code or one-time security code) to confirm your identity next time you log on with the same browser.

If you log on with the same browser after trusting the browser

Step 1 / 2

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 1 / 2

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 2 / 2

You can log on with one-time security code, enter the one-time security code generated from Mobile Security Key of Hang Seng Mobile App / physical Security Device, then click "Continue".

Log on with password

If you log on with a new browser

Step 1 / 4

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 1 / 4

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 2 / 4

Enter your password, then click "Log on".

Step 3 / 4

Select "Verify with one-time SMS verification code" to verify your identity, make sure your mobile number in our bank record is valid. You can enter the code as instructed and click "Continue".

If all options don't apply to you, please choose "Unable to use any of the methods" and refer to the FAQs section on this page for further assistance.

Step 4 / 4

If you log on with the same browser after trusting the browser

Step 1 / 2

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 1 / 2

Visit Personal e-Banking logon page and enter your username, then click "Continue".

Step 2 / 2

You can log on with one-time security code (if applicable) or password.

If you log on with one-time security code, enter the one-time security code generated from Mobile Security Key of Hang Seng Mobile App / physical Security Device, then click "Continue".

You can also choose to “Log on with password”, but you may need to have additional authentication before using all Personal e-Banking services for better protection of your account.

Reset password

If you have bank account and ATM PIN

Step 1 / 7

Visit Personal e-Banking log on page, enter your username and click "Continue".

Step 1 / 7

Visit Personal e-Banking log on page, enter your username and click "Continue".

Step 2 / 7

Click "Forgot your password?".

Step 3 / 7

Select "Enter account details and one-time SMS verification code to reset".

Step 4 / 7

Enter the information as instructed.

Step 5 / 7

Request and enter one-time SMS verification code for verification.

Step 6 / 7

Set up your new password and enter it again to confirm.

Step 7 / 7

Choose a security question (if applicable) and click "Continue". You can then log on with the new password.

If you've set up a security question

Step 1 / 7

Visit Personal e-Banking log on page, enter your username and click "Continue".

Step 1 / 7

Visit Personal e-Banking log on page, enter your username and click "Continue".

Step 2 / 7

Click "Forgot your password?".

Step 3 / 7

Select "Answer your security question, then enter one-time SMS verification code to reset".

You'll need Mobile Security Key or physical Security Device if you want to reset password with "Answer your security question, then enter security code to reset".

Step 4 / 7

Enter the answer of your security question and click "Continue".

If you've forgotten your answer, click "Forgot your security answer?" and choose another method to reset your password.

Step 5 / 7

Request and enter one-time SMS verification code for verification.

If you've selected to reset by security code, generate one with your Mobile Security Key or physical Security Device, then enter the code to verify.

Step 6 / 7

Set up your new password and enter it again to confirm.

Step 7 / 7

Choose a security question (if applicable) and click "Continue". You can then log on with the new password.

General Questions

Common questions

Why do I need to select whether to "Trust this browser" when logging on?

We've enhanced our security measures, one of which allows you to choose "Trust this browser" to protect your Personal e-Banking from unauthorised logon.

After trusting a browser, you'll only need to enter password or one-time security code next time you log on with the same browser. For safety reason, you need to verify your identity and trust your browser again when there are certain changes on your device or browser, such as software version updates, clearing cookies, or using "incognito" mode.

If you log on via a new or untrusted browser, we'll need additional verification (enter a one-time SMS verification code or one-time security code) to confirm your identity.

What should I do if I unable to use any of the log on methods?

For your account and funds safety, we can't let you log on to Personal e-Banking as we aren't sure it's you.

Make sure your mobile number is accurate and updated in our bank record in order to receive one-time verification code.

If you're having trouble generating or receiving a verification code, please contact us.

When I tried to log on to Personal e-Banking by entering one-time security code generated from Hang Seng Mobile App, but it didn't work, what should I do?

One-time security code is invalid possibly because:

the date and time of the device haven't been set automatically, please go to your device's settings to check and update the relevant settings
the username entered is incorrect
the "6-digit PIN" entered is incorrect
one-time security code generated from Hang Seng Mobile App is valid, but entered incorrectly

What can I do if I forgot my Personal e-Banking password?

Please visit the Personal e-Banking log on page, enter your username and click "Continue" > "Forgot your password". You can select a method that suits you best and reset your password as instructed. Please refer to the "How it works?" section on this page for details.

We recommend you to change your Personal e-Banking password regularly and use a combination that is hard to guess. You should avoid including your birthday or phone number and using the same password repeatedly across different websites and apps.

Security

How can I bank safer online?

Never use others' or public device to log on Personal e-Banking and Hang Seng Mobile App, activate and bind Mobile Security Key
Take care of your own device with Mobile Security Key enabled
Never share any one-time verification codes sent to your mobile number or email address with other people, or disclose any security codes generated from Mobile Security Key or Security Device
Use a password that is difficult to guess and change your password regularly
Store your password carefully, such as in encrypted format
Bind 1 device with Mobile Security Key and trust 1 browser

How do I know if the logon page is official or not?

To make sure you log on through the official Hang Seng pages, you should:

always access Personal e-Banking by clicking "Log on" on Hang Seng Bank Website
download Hang Seng Mobile App through the official app store or go to Hang Seng Bank Website (choose "Banking" > "Digital Services" > "Personal Banking Mobile App") only
go to Hang Seng Bank Website, then choose "View all" under "Security Information Centre" section for more security tips

What can I do if I accidentally leak my personal information or password?

If you believe you've leaked your sensitive personal information, such as HKID Card number, Personal e-Banking log-on credentials, One Time Password, please call us at (852) 2822 0228 immediately to notify us (choose your preferred language then press #, 9).

If you're suspicious of any emails, SMS or websites claiming to be us, please send to phishing@hangseng.com and delete them afterwards, or call us at (852) 2822 0228 for enquiry. For more details on phishing, please go to Hang Seng Bank Website, then choose "View all" under "Security Information Centre" section.

Tips:

Please ensure you attach the full email, smishing text or website address (URL) in the email
Please don't send any sensitive personal information in the email

Remark(s)

You will no longer need to use your physical Security Device as this will be deactivated once you activated your Mobile Security Key. New physical Security Device is no longer issued effective from 1 July 2022.

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How to log on and reset your password

Overview

How it works?

Log on with one-time security code

Log on with password

Reset password

Log on with one-time security code

If you log on with a new browser

Step 1 / 5

Step 2 / 5

Step 3 / 5

Step 4 / 5

Step 5 / 5

If you log on with the same browser after trusting the browser

Step 1 / 2

Step 2 / 2

Log on with password

If you log on with a new browser

Step 1 / 4

Step 2 / 4

Step 3 / 4

Step 4 / 4

If you log on with the same browser after trusting the browser

Step 1 / 2

Step 2 / 2

Reset password

If you have bank account and ATM PIN

Step 1 / 7

Step 2 / 7

Step 3 / 7

Step 4 / 7

Step 5 / 7

Step 6 / 7

Step 7 / 7

If you've set up a security question

Step 1 / 7

Step 2 / 7

Step 3 / 7

Step 4 / 7

Step 5 / 7

Step 6 / 7

Step 7 / 7

General Questions

Common questions

Security

Footnote

Remark(s)