|
|
Hang Seng e-Banking
Frequently Asked Question |
|
|
|
3. Using Hang Seng e-Banking Services |
|
|
Loans Services FAQ Page
Bill
Payment |
|
|
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. |
|
|
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 / Mobile Security Key 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. |
|
|
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 "Limit Maintenance" 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). |
|
|
Q: |
Why Security Device / Mobile Security Key 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 / Mobile Security Key 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.
|
|
|
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). |
|
|
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). |
|
|
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 Hang Seng 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 "P.P Payment Platform" and "Bill Payment" 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. |
|
|
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. |
|
|
Q: |
Can I earn Cash Dollars* by settling the online bill payment with credit card? |
A: |
You can earn Cash Dollars* by settling the online bill payment with credit card, except making bill payments to payees under Banking and Credit Card Services, or to Inland Revenue Department. Effective from 1 June 2020, the earning of Cash Dollars* for payees by personal Hang Seng Credit Card (except payees under Banking and Credit Card Services, or to Inland Revenue Department) is subject to a maximum cap of HK$10,000 aggregate payment amount per month. The Cash Dollars* earning ratio will be calculated by the prevailing ratio of the cards. |
|
|
Q: |
How to calculate the maximum Cash Dollars* reward cap of the aggregate online bill payment amount of HK$10,000 per month? |
A: |
The maximum monthly cap of HK$10,000 aggregate payment amount is calculated based on the total amount of online bill payment (to be counted by transaction date) to payees (except payees under Banking and Credit Card Services, or to Inland Revenue Department) made by the same credit card during the first calendar day to the last day of a month. Cash Dollars* will be offered and calculated by the prevailing ratio of the cards for the total payment amount within the monthly cap. |
|
|
Q: |
Which insurance companies' bills can I pay by credit card online? |
A: |
You can pay bills of a host of insurance companies with this service. Please click here to view payee list/bill types available. |
|
|
Q: |
Is the monthly Cash Dollars* reward cap applicable to supplementary card? |
A: |
If the principal card and its supplementary card share the same credit limit, both cards are under the same monthly cap of earning Cash Dollars* for online bill payment (except payees under Banking and Credit Card Services, or to Inland Revenue Department). The total Cash Dollars* rewards will be combined and credited to the principal card account. |
|
*yuu Reward Points instead of Cash Dollars for enJoy Visa Platinum Card and enJoy Spending Card |
Q: |
What is Registered Payees, and how to set up a payee list? |
A: |
A Registered Payee is a list of bill accounts to which you have made payments or wish to make payments regularly. Once you have made a bill payment to a new payee at "Pay Bills" page, your own payees list will be established automatically. If the bill account number is not a fixed account number, it will not be recorded in your payee list.
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 or mail the completed form with a copy of your ID document.
|
|
|
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. |
|
|
Q: |
To pay CNY bill, do I need to use my CNY account as the 'deduct from account'? If my CNY account does not have sufficient balance, 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. |
|
|
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 "Limit Maintenance" 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. |
|
|
|
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 "Limit Maintenance" 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 "Limit Maintenance" 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). |
|
|
Q: |
Can I reduce the daily
limit for bill payment myself? |
A: |
You may reduce
your daily limit for bill payment online at the "Limit Maintenance" 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 "Limit Maintenance" 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). |
|
|
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. |
|
|
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. |
|
|
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. |
|
|
Q: |
Is
there any service fee involved in the bill payment services? |
A: |
No, it is FREE. |
|
|
e-Donation
|
|
|
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. |
|
|
Q: |
How
can I request a receipt for my donation from the relevant organisation? |
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.
Besides, certain charitable organisations can send you e-Donation receipts via Personal e-Banking. At merchant list, there is a special indicator on charitable organisations supporting issuance of e-Donation receipts. |
|
|
Q: |
Where can I find the Service under the Personal e-Banking website? |
A: |
The Service can be found in "Pay Bills" under "Bill Payment" in the "P.P Platform" in the Bills and Payments section. |
|
|
Q: |
Where can I find a list of organisations participating in the e-Donation Service? |
A: |
After you have logged in to e-Banking, visit "Merchant List" in the Bills and Payments section. Then, you can find the list of participating organizations upon choosing e-Donation. |
|
|
Q: |
I have made a donation to a charitable organisation which can provide e-Donation receipts. How will I receive my e-Donation receipt? How long will it be available? |
A: |
After the relevant charitable organisation has issued your e-Donation receipt, please follow the steps below to receive the receipt at Personal e-Banking:
1. Log on to Personal e-Banking.
2. Select "P.P Platform" > "Bill Payment" > "Payment History" > "e-Donation Receipts" from the main navigation.
In general, charitable organisation will issue your e-Donation receipt within 180 days. If you want to receive the receipt earlier, please contact the charitable organisation directly. |
|
|
Q: |
Is the e-Donation receipt an official document for tax deduction purpose? |
A: |
Yes. According to the information provided by the Inland Revenue Department, Hong Kong, the e-Donation receipt is considered to be an official document for tax deduction purpose. |
|
|
Q: |
I want to receive an e-Donation receipt on my donation. Must I provide the donor name? |
A: |
Sorry, you must provide the donor name if you want to receive e-Donation receipt.
For your information, donor name must be stated in e-Donation receipt if it is used for tax deduction purpose. |
|
|
Q: |
Can I input a third-party donor name for showing on my e-Donation receipt? |
A: |
Yes. For tax deduction purpose, please make sure the donor name matches with that shown on the donor's identity document. No amendment is allowed once donation instruction is submitted. |
|
|
Q: |
How long will my e-Donation receipts keep in Personal e-Banking? |
A: |
Each e-Donation receipt will be kept for 24 months from the date on which that receipt is accessible via Personal e-Banking. |
|
|
Transaction Enquiry |
|
|
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. |
|
|
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. |
|
|
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. |
|
|
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. |
|
|
Q: |
How
far back can I view my transaction history? |
A: |
You
can view transactions in the last 14 days at maximum. |
|
|
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. It is possible that the payee
rejects your payment and the bank will notice you separately. |
|
|
e-Bill Services
Overview |
|
|
Q: |
What is Electronic Bill Presentment and Payment service? |
A: |
Electronic Bill Presentment and Payment (EBPP) service is a one-stop service platform allowing you to receive electronic bills ("e-bills") from the participating merchants and make online bill payments or donations via Internet Banking.
Some participating merchants and charitable bodies can also send you electronic receipts on your payment/donation made through Internet Banking. |
|
|
Q: |
What functions are provided by EBPP service? |
A: |
The EBPP consists of the following key functions:
- |
Enrol e-Bills - Register for the service at Personal e-Banking with your bill information. Your enrolment requests will be forwarded to your relevant participating merchants for approval. |
- |
Receive e-Bills - For accepted enrolment requests, you will regularly receive e-Bills from the registered merchants at Personal e-Banking, according to the merchants' billing schedule. |
- |
Pay e-Bills - Make payment to your e-Bills with the bank account or credit card (if applicable) available at Personal e-Banking.
|
- |
Receive e-Donation receipts - Charity organisations supporting EBPP service can send you electronic receipts after confirming your donation. |
|
|
|
Q: |
What are the advantages of using EBPP service? |
A: |
The EBPP service has the following advantages:
- |
Single platform - One-stop shop at Personal e-Banking for both receiving and paying bills. |
- |
Hassle-free - You will no longer need to get bills from different channels like post, email and SMS. Managing different electronic bill records at Personal e-Banking becomes much easier. |
- |
Environmental friendly - The whole process is paperless and cashless. |
- |
Full control - Set payment preference at your fingertip. Update the schedule, amount and bank account for payment at any time, anywhere. |
- |
Comprehensive service - You can receive Inbox notification messages when new e-Bills arrive. Some merchants may also allow you to receive and pay the bills for family members. |
|
|
|
Q: |
Do e-Bills contain the same information as paper bills? |
A: |
At this stage, only basic summary (eg. issue date, bill amount, due date, etc.) of the bill is available. Please check with your merchants for full details of your bills. |
|
|
Q: |
Is there a fee? |
A: |
No, this is a free service to personal customers. |
|
|
Enrol e-Bills |
Q: |
What is e-Bill? |
A: |
The e-Bill contains a summary of basic bill information, such as bill account number, amount, date of issue, payment due date, etc. |
|
|
Q: |
How do I enrol e-Bills? |
A: |
Please follow the steps below to register for receiving e-Bills at Personal e-Banking:
1. |
Log on to Personal e-Banking; |
2. |
Select "P.P Payment Platform" > "e-Bill Services" > "Enrol e-Bills" from the left navigation; |
3. |
Choose a merchant, provide the bill account number and bill type (if applicable) to proceed; |
4. |
If you are enrolling a third party e-Bill, you may need to provide the bill's owner information for verification; |
5. |
You may also need to input a subscription code (or merchant reference) provided by your merchant to identify your bill. |
|
|
|
Q: |
How many e-Bills can I register? |
A: |
There is no restriction on the number of e-Bills that you can register as long as the merchant supports the e-Bill service. |
|
|
Q: |
Can I enrol to receive the same e-Bill at more than one bank? |
A: |
Yes, you may enrol to receive the same e-Bill issued from a particular merchant with up to five banks. If the e-bill enrolment requests are accepted by the merchant, the same e-Bill will be delivered to the respective bank(s). |
|
|
Q: |
Do I need a Security Device / Mobile Security Key for enrolling e-Bills? |
A: |
For e-Bill enrolment of merchants under the categories of Banking and Credit Card Services, Brokers, Other Financial Institutions, Sports and Leisure and e-Merchants, you would need a Security Device and you are required to maintain a valid mobile number for receiving SMS alert. |
|
|
Q: |
Can I enrol a third-party bill? |
A: |
Yes. For verification purpose, some merchants may require you to provide part of bill owner's information. For example, date of birth (month & year) and partial identity document number. The merchants may get the bill owner's consent before accepting your enrolment request. |
|
|
Q: |
When I enroll a third-party bill, how will the merchant get the bill owner's consent? |
A: |
It is subject to individual merchant arrangement. You can contact the merchant directly. |
|
|
Q: |
Can I stop any third-party to enrol e-Bills under my name? |
A: |
Please refer to your merchants for details. |
|
|
Q: |
I have just submitted an e-Bill enrolment request but found that I wrongly provided my bill enrolment details. Can I amend my enrolment record? |
A: |
Sorry, all enrolment records cannot be amended once submitted. You need to delete the record and enrol again with the following steps:
Current enrolment status |
Action |
Pending submission |
1. |
Delete your e-Bill enrolment record at e-Bill Enrolment History page. The record will be removed instantly. |
2. |
Enrol your e-Bill again with correct information. |
|
Pending approval |
1. |
Delete your e-Bill enrolment record at e-Bill Enrolment History page. Your deletion request will be forwarded to the merchant. |
2. |
When your deletion request is approved, enrol your e-Bill again with correct information. |
|
|
|
|
Q: |
How do I know the result of my e-Bill enrolment request? Will I receive any notification? |
A: |
When your enrolment request is accepted or rejected by the merchant, you will receive an Inbox notification message. Alternatively, you can review your enrolment status at the "e-Bill Enrolment Records" of the Bills and Payments section.
However, if the merchant does not respond to your enrolment request in 60 days from the request date, the request is regarded as unsuccessful.
Please check with your relevant merchant directly for details of your enrolment status. |
|
|
Q: |
How can I review my e-Bill enrolment history? |
A: |
You can review your enrolment history under the "e-Bill Enrolment Records" of the "P.P Payment Platform" > "e-Bill Services" section. |
|
|
Q: |
How long does the approval on my e-Bill enrolment requests require? |
A: |
The merchant may generally take a few days or up to 60 days to respond to your e-Bill enrolment request.
Please check with your relevant merchant directly for details of your enrolment status. |
|
|
Q: |
I received an Inbox notification message saying that my e-Bill enrolment record has been removed. Why? |
A: |
Your e-Bill enrolment record will be automatically removed if no new e-Bills received from your relevant merchant for 36 or more consecutive calendar months. You will have to enrol again with that relevant merchant in order to receive or access the respective e-Bill information. |
|
|
Receive and view e-Bills |
Q: |
How to enquire my e-Bill? |
A: |
Please follow the steps below to receive e-Bills at Personal e-Banking:
1. |
Log on to Personal e-Banking. |
2. |
Select "P.P Payment Platform" > "e-Bill Services" > "View e-Bills" from the main navigation. |
3. |
You can read the latest e-Bills. Alternatively, specify an issue date range or choose a merchant to search for your e-Bills. |
|
|
|
Q: |
How will I know a new e-Bill has been received at Personal e-Banking? |
A: |
You will receive an Inbox notification message at Personal e-Banking when there is an e-Bill received. |
|
|
Q: |
How long can I receive my new e-Bill at Personal e-Banking after it is presented by the relevant merchant? |
A: |
After an e-Bill is presented by a relevant merchant to you, you can access that e-Bill at Personal e-Banking no later than 2 working days after receipt by the Bank. |
|
|
Q: |
How long will my e-Bills keep in Personal e-Banking? |
A: |
Each e-Bill record will be kept for 24 months from the date on which that e-Bill is accessible via Personal e-Banking. |
|
|
Q: |
If I have cancelled enrolment of a merchant e-Bill, can I still read the relevant merchant e-Bills which were previously received at Personal e-Banking? |
A: |
Yes, you can still retrieve e-Bill records received from that merchant before your enrolment was cancelled. Please note each e-Bill record is kept for 24 months from the date on which that e-Bill is accessible via Personal e-Banking. |
|
|
Q: |
Can I remove any e-Bill records received? |
A: |
Once an e-Bill is received from your merchant, such e-Bill record will be kept at Personal e-Banking for 24 months and it cannot be removed. |
|
|
Q: |
Will I still receive my physical bill after my e-Bill enrolment request is accepted? |
A: |
It depends on the relevant arrangement of individual merchants. Please check with your merchants directly for details. |
|
|
Q: |
In my e-Bill details, I notice there are messages in "Additional information" and "Remarks" fields. What do they mean? |
A: |
All messages in the "Additional information" and "Remarks" fields are provided by merchant. Please check with your respective merchants directly for details. |
|
|
Q: |
There is a problem or enquiry on the information shown on my e-Bill. What should I do? |
A: |
As the information shown on your e-Bill are provided by your relevant merchant, please check with the respective merchants directly for enquiries. |
|
|
Make e-Bill Payments |
Q: |
How to pay for my e-Bill? |
A: |
Simply click "Pay this bill" button after you read your e-Bill. Before you confirm the bill payment instruction, you can specify or change the payment amount, debit account and payment date.
Please note that the "Pay this bill" button is shown no matter you have settled the bill or not. |
|
|
Q: |
Which account can I use to pay my e-Bills? |
A: |
You can use any HKD accounts and/or credit card with us to pay your e-Bills. Please read merchant list for payee/bill types available and applicable payment method of individual merchant. |
|
|
Q: |
Can I pay an e-Bill denominated in USD via Personal e-Banking? |
A: |
When you pay your e-Bills, Personal e-Banking only supports HKD payments. Certain merchants accept payments in HKD based on the reference exchange rate as specified by the merchants. Please contact your merchant for details. |
|
|
Q: |
Can I pay my e-Bill through other means? |
A: |
Yes, you can pay your e-Bill by other available means as accepted by the relevant merchant. |
|
|
Q: |
If the payment amount shown in my e-Bill is HKD100, can I pay more or less amount on this e-Bill? |
A: |
Yes. The e-Bill service only shows you the amount to pay; while you can pay your e-Bill with an amount specified by you via the existing bill payment service. |
|
|
Q: |
Any receipt issues upon payment on e-Bill? |
A: |
Some participating merchants can send you e-Payment receipts on your payment. Please refer to the Bill Payment Payee List for the merchants offering e-Payment receipts.
For all other merchants not offering e-Payment receipts, please contact the relevant merchant directly should you need a receipt on your payment. |
|
|
Q: |
When should I make my bill payments through EBPP service? |
A: |
You are suggested to pay the bill 1-2 working days before the due date that is shown on the e-Bill. |
|
|
Q: |
Can I pay bills after their due date? |
A: |
It depends on the arrangement of individual merchants. However, if you pay your bill after the specified due date, the relevant merchant may charge you penalty fees on any late bill payment. |
|
|
Q: |
Can I view my e-Bill payment status at Personal e-Banking? |
A: |
Individual e-Bill payment status is not available at Personal e-Banking. However, you can view payment transactions in the last 14 days at the "Bill Payment Records" of the Bills and Payments section. |
|
|
Direct
Debit Authorisation |
|
|
Q: |
Can I set up the
direct debit authorisation any time online? |
A: |
Yes, you can set
up the direct debit authorisation any time online. You can select the required category and beneficiary under the menu, or click 'Other specified beneficiary' and simply set up the direct debit authorisation by using mobile number, email address or FPS Identifier of the beneficiary registered for Faster Payment System (FPS), or account number of the beneficiary. |
|
|
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. |
|
|
Q: |
What can I do
if I want to check my direct debit authorisation list with your Bank? |
A: |
You can enquire the direct debit authorisation list under "P.P Payment Platform" > "Direct Debit Authorisation" > "Existing Instructions" in Hang Seng Personal e-Banking. 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. |
|
|
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. |
|
|
Q: |
Why Security Device / Mobile Security Key and valid mobile number are required for setting up direct debit authorisation to designated beneficiaries? |
A: |
In order to provide you with full protection, a unique security code generated by your Security Device / Mobile Security Key must be entered when you are setting up direct debit authorisation to designated beneficiaries via e-Banking.
Besides, you must have maintained a valid mobile number (any local 8-digit mobile number begins with "4", "5", "6", "7", "8" or "9" or overseas mobile number with country code specified, e.g. 8613510123456 for a China mobile number) for receiving SMS 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 will not be forwarded even if you have subscribed to an 'SMS Forwarding' service provided by telecommunications service providers in Hong Kong.
To update your mobile number, please logon to Personal e-Banking > Account Maintenance > Personal Particular. |
|
|
Q: |
Can I amend /
cancel the direct debit instruction? |
A: |
Yes, you can amend the limit amount, limit amount period and expiry date of the direct debit instruction or cancel the direct debit instruction under "Direct Debit Authorisation" > "Existing Instruction". |
|
|
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. |
|
|
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. |
|
|
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. |
|
|
FPS Registration |
|
|
Q: |
What is FPS? |
A: |
FPS (Faster Payment System) is a real-time payment platform which provided by Hong Kong Interbank Clearing Limited which is full connectivity between banks. It allows customer a 24X7 fund transfer services by using their mobile number, email address and FPS identifier. Registering your HKID number as Proxy ID will facilitate you to receive payment and transfer from institutions, corporates and the HKSAR government. |
|
|
Q: |
Is there a charge for FPS registration? |
A: |
Currently, charge is waived for FPS registration. |
|
|
Q: |
Who is eligible for FPS registration? |
A: |
Any Personal e-Banking customer with a HKD/RMB deposit account is eligible for FPS registration. A valid mobile number or email address in our bank record is also required during registration for mobile number and email address. |
|
|
Q: |
If I have multiple accounts in Hang Seng Bank, which account will be used to receive money via FPS? |
A: |
You can select to set HKD and/or RMB deposit account as a receiving account at any time via FPS registration in the Hang Seng Personal e-Banking. |
|
|
Q: |
How long does it take for FPS registration be effective? |
A: |
In general, the FPS registration will be effective in few seconds, you can access "FPS Registration" > "Hang Seng Registration" in Personal e-Banking to check the registration status. |
|
|
Q: |
How many proxy ID can I register in maximum? |
A: |
Each customer can register up to 4 proxy IDs, which include a mobile number, email address, FPS identifier and HKID number. |
|
|
Q: |
How many receiving account can be bound with each proxy ID? |
A: |
Each proxy ID, the mobile number, email address, FPS identifier and HKID number can only link to one receiving account. |
|
|
Q: |
Do I need to register FPS again after I update my mobile number or email address? |
A: |
Once you updated your mobile number or email address in our bank record, the registration of old mobile number or email address will be automatically cancelled by system in next working day. And you need to register FPS for the new mobile number or email address again. |
|
|
Q: |
Can I choose another bank as the receiving bank for my Hang Seng FPS Identifier or HKID nubmer? |
A: |
For an FPS identifier or HKID number that has been registered with Hang Seng Bank, the receiving bank must be Hang Seng Bank and cannot be changed. |
|
|
Q: |
Is it only available for using Hong Kong mobile number to register FPS? |
A: |
No. FPS registration is applicable to mobile number of Hong Kong and Overseas. |
|
|
Q: |
Apart from HKD, which type of currency can I select for receiving fund via FPS? |
A: |
Currently FPS also can support RMB fund transfer services. |
|
|
Q: |
Does it support for receiving both HKD and CNY if I have registered FPS and bound integrated account for the proxy ID? |
A: |
As long as your RMB savings sub-account is being activated, the proxy ID with bound integrated account can support for receiving both HKD and CNY payment. |
|
|
Q: |
What type of account can I bind for FPS receiving account? |
A: |
An FPS-linked account can only accept a savings or current account of HKD / CNY. Please note that your HKID number cannot be linked to a joint account. |
|
|
Q: |
Can I register FPS at branches? |
A: |
FPS registration can only be done via Hang Seng Personal e-Banking. |
|
|
Q: |
Can I cancel my FPS registration record which registered with other banks? |
A: |
You can access "FPS Registration" > "Other Bank Records" in Hang Seng Personal e-Banking to cancel your FPS registration record in other banks. Please note this function is only available if proxy ID is also registered in Hang Seng Bank. |
|
|
Q: |
If I cancelled my FPS registration in Hang Seng, would the FPS registration record in other banks be affected? |
A: |
Assume you have set your Hang Seng Bank as default receiving banking, once you cancelled that registration in Hang Seng Bank, the latest registration of other bank record with the same proxy ID shall take up as default receiving bank. |
|
|
Q: |
Can I view the registration or de-registration record of each proxy ID? |
A: |
You can access "FPS Registration" > "Hang Seng Registration" in Hang Seng Personal e-Banking to view the registration status of each proxy. You can also register, de-register, and amend the proxies setting in the same service page. |
|
|
Q: |
What are the Terms and Conditions for Bank Services relating to Faster Payment? |
A: |
Please press here for the Terms and conditions for Bank Services relating to Faster Payment System. |
|
|
Limit / Payee Settings |
|
|
Q: |
What are the maximum daily Transfer limits? |
A: |
Transaction
Type |
Channel |
Maximum Daily Limit (HK$) |
Self-name Accounts |
e-Banking |
Unlimited
|
Registered Payees |
e-Banking |
1,500,000 |
Non-registered Payees (incl. e-Cheque) |
e-Banking |
400,000+ |
Non-registered Payees |
ATM |
400,000 |
Master Limit (Shared between e-Banking and ATM channels) |
Master Limit for Non-registered Payees |
e-Banking & ATM |
400,000 |
Small Value Transfer Limit |
e-Banking |
10,000+ |
+ |
The default limit of non-registered payees and small value transfer is HKD 0 and mobile phone number is required for this type of transfer. Mobile Security Key/ Security Device is also required to perform transfer using non-registered payees limit. To request a Security Device and/or set the transfer limit, please return the completed amendment form to any of our branches in person or by post with a copy of your ID document attached. You may also update the daily transfer limit by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). Please note the limit will automatically reset to default HKD 0 if you have not logged on to e-Banking for more than 6 months or have not used the non-registered account transfer service via e-Banking for more than 13 months.
|
# |
For sole-proprietorship customers, the limit is shared between 24-hour phone banking services and Personal e-Banking, while payment instruction on ATM will be subject to a standard limit of HKD100,000. |
|
|
|
Q: |
How can I change the daily Transfer limit(s)? |
A: |
If you wish to change the daily limit(s), please input the new amount on "Limit Maintenance" page. Please note mobile security key / security device and valid mobile number record are required for raising the transfer limit and the instruction shall be effective immediately.
Alternatively, please download and complete the Application Form under "Limit Maintenance" and return it to any Hang Seng Bank branches in person or by mail with a copy of your ID document.
|
|
|
Q: |
What are maximum daily Bill Payment limits? |
A: |
Merchant Category |
Maximum Daily Limit (HKD equivalent) |
Bill Payment Master Limit |
500,000 |
Sub-categories Limits |
- Brokers * |
500,000 |
- White Form eIPO |
500,000 |
- Government / Statutory Organisations |
500,000 |
- Banking and Credit Card Services * |
100,000 |
- e-Donation |
100,000 |
- Education Institutions and Professional Institutions |
100,000 |
- Insurance Companies |
300,000 |
- Telecommunications |
100,000 |
- Utilities |
100,000 |
- Sports and Leisure * |
500,000 |
- e-Merchants ^ |
10,000 |
- Catering Services, Property Management, Travel Agencies and Other Companies |
100,000 |
- Other Financial Institutions * |
100,000 |
* |
Pre-registration of payee is required for these merchant categories, please return completed form to any of our branches or by post. Please check and maintain your registered payee on the "Registered Bill Payment Payee" page under "Limit / Payee Settings" of the "P.P Payment Platform" Section. |
^ |
Mobile Security Key/ Security Device is required for payment to this merchant category and the default transfer limit for this category is HKD 0.
|
|
|
|
Q: |
How can I change the daily Bill Payment Limit(s)? |
A: |
If you wish to reduce the daily bill payment limit(s), please click to "Limit Maintenance" page and input the new amount, the instruction shall be effective immediately.
To raise the bill payment limit(s), please download and complete the Application Form under "Limit Maintenance" and return it to any Hang Seng Bank branches in person or by mail with a copy of your ID document.
|
|
|
Q: |
Can I add registered account(s) to the Registered Account List? |
A: |
To add new registered account(s) for fund transfer service, please click "P.P Payment Platform"> "Limit / Payee Settings"> "Payee Maintenance" to add the account(s) online. You need to have mobile security key / security device and maintain valid mobile number record at the Bank.
Alternatively, please download and complete the Application Form under "Payee Maintenance" and return it to any Hang Seng Bank branches in person or by mail with a copy of your ID document. Please note that registration of account(s) with FPS Proxy ID can only be performed via e-Banking.
You may also add or delete registered account(s) by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). |
|
|
Q: |
When will be the registered payee becomes effective? |
A: |
The registration instruction will be effective on the next working day when submitted before 9 pm from Monday to Friday or 6 pm on Saturday.
If you submit the instruction after 9 pm from Monday to Friday or 6 pm on Saturday or on Public Holiday, it will be effective in two working days.
|
|
|
Q: |
Can I delete registered account(s) from the Registered Account List? |
A: |
If you wish to delete the registered account(s), please click "Payee Maintenance" to delete the account(s) online.
You may also add or delete registered account(s) by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions).
|
|
|
Q: |
Can I change the daily transfer limit of the Registered Payee? |
A: |
If you wish to change the daily limit of the registered payee(s), please click "Amend" button on "Payee Maintenance" page. Please note mobile security key / security device and valid mobile number record are required for raising the transfer limit and you can raise the limit up to HKD 1,500,000.
Alternatively, please download and complete the Application Form under "Payee Maintenance" and return it to any Hang Seng Bank branches in person or by mail with a copy of your ID document. Please note that change of transfer limit of registered FPS Proxy ID can only be performed via e-Banking.
|
|
|
Q: |
When will be the updated transfer limit of individual payee becomes effective? |
A: |
The instruction will be effective on the next working day when submitted before 9 pm from Monday to Friday or 6 pm on Saturday.
If you submit the instruction after 9 pm from Monday to Friday or 6 pm on Saturday or on Public Holiday, it will be effective in two working days.
|
|
|
Q: |
What is the maximum transfer limit of the payee(s) registered online? |
A: |
The maximum transfer limit of each registered payee can only be set as HKD 1,500,000.
Please note that the transfer limit of individual payee should not exceed the overall daily transfer limit of registered payees. Please check your transfer limit on the "Limit Maintenance" page under "Limit / Payee Settings" of the "P.P Payment Platform" Section.
|
|
|
|
|
Account Services FAQ Page
Transfer
|
|
|
Local Transfer
|
Q: |
What can I do with P.P Payment Platform? |
A: |
We offer various services to facilitate your fund movement and bill settlement. Learn more about P.P Payment Platform.
|
|
|
Q: |
What are the different
types of fund transfer available? |
A: |
Three types of
fund transfer are available to you through our e-Banking Services:
- |
Transfer between your Hang
Seng Accounts |
- |
Transfer to 3rd-party/ other local banks - registered payee (this service is not available for Integrated Account customers aged under 18) |
- |
Transfer to 3rd-party/ other local banks - non-registered payee (this service is not available for Integrated Account customers aged under 18) |
|
|
|
Q: |
What is the maximum
amount I can transfer daily via Personal e-Banking? |
A: |
The maximum amount
you can transfer depends on the transfer types stated as follows:
Transaction
Type |
Channels |
Maximum Daily Transfer
Limit |
Fund Transfer between
Registered Self-named Hang Seng Accounts |
Personal
e-Banking |
Unlimited
|
Fund Transfer to Registered
Accounts (including third-party Hang Seng Accounts, other local
bank accounts and remittance accounts) |
Personal
e-Banking |
HKD 1,500,000 |
Fund Transfer to Non-registered
Accounts
- |
via Hang Seng e-Banking |
- |
via Automated Teller Machine |
|
ATM and Personal e-Banking |
Overall
Limit HKD400,000 per customer
HKD 400,000+ |
HKD 400,000+ |
|
+ |
The default limit of non-registered accounts transfer is HKD 0. If you wish to change the daily limit(s), please input the new amount on "Limit Maintenance" page. Please note mobile security key / security device and valid mobile number record are required for raising the transfer limit and the instruction shall be effective immediately. You may also pre-register the accounts for fund transfers or update the daily transfer limit by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). |
|
|
|
Q: |
Is there a charge
for making a transfer? |
A: |
It depends on
the type of the transfer you wish to make.
- |
For transferring funds between your own
Hang Seng accounts, there is no charge. |
- |
For transferring funds to third-party Hang
Seng accounts, there is no charge. |
- |
For transferring funds to other local bank
accounts:
Faster Payment System (FPS) - Waived for Personal e-Banking customers.
Please note that a service charge may be applied by the recipient
bank for transfering funds to other local bank accounts. |
|
|
|
Q: |
Can I make same
currency transfer any time of the day? |
A: |
There are a few types of same currency transactions, each having different service hours:
- HKD and Foreign Currency transfer
Account Type |
Currency |
Business Hours |
HKD accounts |
HKD |
24 Hours (Mon - Sun) |
Foreign Currency accounts |
USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD, CNY, THB, ZAR |
FX2/ Margin Trading Collateral |
HKD, USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD |
Mon 06:00 to Sat 03:30 |
Foreign Currency Passbook Savings |
USD, AUD, CAD, CHF, EUR, JPY, GBP, NZD, CNY, THB, ZAR |
Mon-Fri 08:00 to 18:55
Sat 08:00 - 12:55 |
- HKD and CNY transfer to Hang Seng Bank or other local institutions via Faster Payment System (FPS)
Service Type |
Service Hours |
Faster Payment System (FPS) |
24 hours (Mon - Sun) |
|
Instructions received outside service hours (including Saturdays, Sundays and Public Holiday) will be processed on the next business day.
- Forward-dated transfer
Regardless of transfer service type or currency, forward-dated transfer instructions can be submitted any time.
|
|
|
Q: |
When will the payee receive my payment? |
A: |
Provided the receiving bank is one of participant of FPS, payments are usually available almost instantly. But also subject to the running mode of receiving Bank. |
|
|
Q: |
What is the service hour for FPS? |
A: |
FPS is a 24/7 service, which means you can transfer money to others or receive money from others anytime. However, it subjects to the running mode of different receiving bank for the actual receiving and transferring time. |
|
|
Q: |
Can I transfer foreign currency to other local bank by FPS? |
A: |
Currently, FPS supports HKD and RMB transfer only. |
|
|
Q: |
Can I transfer to a non-registered payee through FPS? |
A: |
To transfer to a non-registered payee, you need to maintain a valid mobile number in our bank record or activated your Security Device / Mobile Security Key, and activate Non-Registered Accounts Daily Limit or Small Value Transfer Daily Limit. In general, if receiving bank is one of the participants of Faster Payment System, the transfer can be instantly settled. However, it still depends on the specific settlement time of different receiving bank. |
|
|
|
|
Account Services FAQ Page
Q: |
Can the outward payment be reversed? |
A: |
If it is an instant transfer instruction, once the instruction is placed and processed, it cannot be cancelled or reversed. |
|
|
Q: |
I was told by my friend that I can receive payment in my Hang Seng Account by just providing my mobile number or email address to the payee, is it correct? |
A: |
Before providing your mobile number, email address to the payer, you need to register FPS and set a receiving account through Hang Seng Personal e-Banking in advance. Hereafter, payer can transfer to your default receiving Hang Seng account by your mobile number, email address or FPS Identifier. |
|
|
Q: |
Except transfer to a deposit account, what type of transfer can I make through Faster Payment System? |
A: |
You can also transfer to other bank credit card, without registration required. |
|
|
Q: |
I am expecting to receive a payment to my Hang Seng Account and have been waiting for longer than 24 hours, what should I do? |
A: |
In general, if payer bank is one of participant of FPS, the transfer can be instantly settled. However, it still depends on the specific settlement time of different payer bank. Please contact payer to confirm correct transaction details is being sent, or contact our Customer Services Hotline 2822 0228 for enquiry. |
|
|
Q: |
Can I change the daily transfer limit myself? |
A: |
If you wish to change the daily limit(s), please input the new amount on "Limit Maintenance" page. Please note mobile security key / security device and valid mobile number record are required for raising the transfer limit and the instruction shall be effective immediately.
Alternatively, please download and complete the Application Form under "Limit Maintenance" and return it to any Hang Seng Bank branches in person or by mail with a copy of your ID document. You may also update the daily transfer limit by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). |
|
|
|
|
Account Services FAQ Page
Q: |
Do I need to pre-register
the accounts for fund transfers with Hang Seng Bank beforehand? |
A: |
To add new registered account(s) for fund transfer service, please click "P.P Payment Platform"> "Limit / Payee Maintenance"> "Register new Account" to add the account(s) online. You need to have mobile security key / security device and maintain valid mobile number record at the Bank.
To make a transfer to a non-registered account, you need to set a limit for non-registered account transfers (default limit is HKD 0). If you wish to change the daily limit(s), please input the new amount on "Limit Maintenance" page. Please note mobile security key / security device and valid mobile number record are required for raising the transfer limit and the instruction shall be effective immediately.
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 request a Security Device and set the transfer limit and/or to update your mobile number. You may also pre-register the accounts for fund transfers by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions).
|
|
|
Q: |
Why Mobile Security Key/ Security Device and valid mobile number are required for non-registered transfer? |
A: |
In order to provide you with full protection, a unique security code generated by your Security Device must be entered when you are conducting non-registered account transfer 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 transfers, so as to ensure you are aware of the non-registered transfers made 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. And if you have maintained a valid email record in the Bank, you will also receive transaction notification about the submitted non-registered transfer.
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.
|
|
|
|
|
Account Services FAQ Page
Q: |
What is a pending
transfers? |
A: |
It is a service
that enables you to make transfers of a pre-defined amount to a pre-selected
account on a pre-defined date. |
|
|
Q: |
How far ahead
can I make a pending transfer? |
A: |
For transfer to
Hang Seng Accounts, you may make your pending instructions 45 calendar
days (excluding Sundays and public holidays) ahead of time. For transfer
to other bank accounts in Hong Kong, you may make your pending instructions
45 calendar days (excluding Saturdays, Sundays and public holidays) ahead
of time. |
|
|
Q: |
Can I make any
amendments to the pending transfers? |
A: |
Yes, you may make
amendments to all your pending transfers online anytime before the effective
date of the transfers. |
|
|
Q: |
Do I need to have
sufficient fund in my account when I make a pending transfer? 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 transfer.
However, your instruction will be rejected if there is insufficient fund
in your account on the effective date of the transfer. |
|
Cross-Border View and Transfer |
|
|
Q: |
What is Cross-Border View and Transfer? |
A: |
You can register for "Cross-Border View and Transfer" in Hang Seng Personal e-Banking (Desktop version). After successful registration, you can check your account and submit transfer instructions between Hang Seng accounts in Hong Kong and Mainland China anytime, anywhere with ease.
Cross-Border View: Just one convenient logon and you can check the balances of both of your self-named accounts in Hang Seng Hong Kong and Hang Seng China through Hang Seng Personal e-Banking (Desktop version), the Hang Seng Personal Banking Mobile App or the Hang Seng China Personal Banking Mobile App.
Cross-Border Transfer: You can easily place an instruction to transfer funds between your self-named accounts in Hang Seng Hong Kong and Hang Seng China through Hang Seng Personal e-Banking (Desktop version), the Hang Seng Personal Banking Mobile App or the Hang Seng China Personal Banking Mobile App. What's more, all fees are waived*.
* This waiver is applicable to the transfer instruction submitted via the Cross-Border Transfer section only. Any fund transfer instruction across Hang Seng Hong Kong and Hang Seng China submitted via channels other than the Cross-Border Transfer section is subject to outward or inward remittance fees and charges as stipulated in the "Banking Services Fees and Charges". |
|
|
Q: |
Who is eligible for the Cross-Border View and Transfer? |
A: |
If you are holding a Prestige Signature, Prestige, Preferred Banking or Integrated Banking accounts with Hang Seng Hong Kong and Hang Seng China self-named accounts together with e-Banking access on both Hang Seng Hong Kong and Hang Seng China, meanwhile, you are also having the access to register through Hang Seng Personal e-Banking (Desktop version). Joint accounts in Hang Seng Hong Kong cannot be indicated on the Cross-Border View page in the Hang Seng China Personal Banking Mobile App. |
|
|
Q: |
How to apply for registration / removal of Cross-Border View and Transfer function? |
A: |
Registration or removal is only available via Hang Seng Personal e-Banking (Desktop version). |
|
|
Q: |
Will the system link up my accounts automatically if I have both Hang Seng Hong Kong and Hang Seng China accounts? |
A: |
The system will not link up your accounts automatically. You are required to register this function through Hang Seng Personal e-Banking (Desktop version). You will be directed to the logon page of Hang Seng China Personal e-Banking in order to finish the registration. |
|
|
Q: |
What is the difference between Cross-Border Transfer and existing Overseas Transfer (Outward Remittance)? |
A: |
Apart from the charges, extra information e.g. SWIFT code, Beneficiary Bank, etc, are required for Overseas Transfer. Cross-Border Transfer offers a simple input page to submit a fee-free transfer instruction between Hang Seng Hong Kong and Hang Seng China. You can finish a transfer instruction by filling in From/To account, amount, a transfer date and purpose.
Please note that only the RMB TT account is applicable to Renminbi Cross-Border Transfer in Hang Seng China. |
|
|
Q: |
When will the Cross-Border View and Transfer function be effective after registration? |
A: |
Cross-Border View & Transfer will be effective instantly after successful registration.
Please note, your accounts will be delinked if your personal information are mismatched between Hang Seng Hong Kong and Hang Seng China. An SMS or notification letter would be sent with follow up details. |
|
|
Q: |
Is there any fee for applying Cross-Border View and Transfer? |
A: |
Cross-Border View and Transfer is a fee-free function.
Please note, any charges incurred from inward fund transfer from Hang Seng China RMB TT Accounts will be imposed and refunded on the same day. |
|
|
Q: |
Is there any charges for amendment or cancellation of Cross-Border Transfer instruction? |
A: |
After you submit a Cross-Border Transfer instruction in Hang Seng Hong Kong, the fund would be debited instantly. If you would like to amend or cancel, to avoid any fee being incurred, please consider to place a new Cross-Border Transfer instruction in Hang Seng China back to Hang Seng Hong Kong account to offset the previously completed transfer.
If you insist to amend or cancel a completed Cross-Border Transfer instruction, please visit our Branch or contact our Phone Banking. A fee of HKD220 will be charged on behalf of the Clearing Bank and the fee is subject to change by the Clearing Bank without advance notice. |
|
|
Q: |
Can I select an account in Hang Seng China as "From Account" via Hang Seng Personal e-Banking (Desktop version) or the Hang Seng Personal Banking Mobile App? |
A: |
No. You can only transfer fund from Hong Kong to China under Cross-Border Transfer section via Hang Seng Hong Kong. For fund transfer from China to Hong Kong, please submit a Cross-Border Transfer instruction via Hang Seng China. |
|
|
Q: |
Will the instruction arrive on the same day for Cross-Border Transfer? |
A: |
In normal situations, from Monday to Friday (must be working day of China and Hong Kong), if you submit Cross-Border Transfer instruction from Hang Seng Hong Kong before the same-day value cutoff time, the fund would be credited to your Hang Seng China account on the same day.
If the instruction is submitted from Hang Seng Hong Kong after the same-day value cutoff time, on Saturday, Sunday or public holiday of China or Hong Kong, the fund would be transferred to Hang Seng China on the next China and Hong Kong working day.
For details of the same-day value cutoff time, please refer to "Outward Remittance" section under "Outward Remittance & CHATS Services Same-day Value Cut-off Times (for reference only)". |
|
|
Q: |
Can I submit a forward transfer order through Cross-Border Transfer? |
A: |
Forward date is only available for transfer instructions from Hang Seng Hong Kong to Hang Seng China. The longest forward instruction can be set as 45 days. |
|
|
Q: |
What is the maximum amount of Cross-Border Transfer? |
A: |
The daily maximum fund transfer limit for registered account via Hang Seng Personal e-Banking (Desktop version) or Hang Seng Personal Banking Mobile App is HKD1,500,000. The limit is shared by (i) Cross-Border Transfer, (ii) fund transfers to registered third-party Hang Seng Hong Kong Accounts, (iii) remittances and (iv) fund transfers to other Hong Kong registered bank accounts through FPS or CHATS.
You can register your Hang Seng China account under Limit/ Payee Maintenance section or during the submission of the Cross-Border Transfer instruction. Registered Account instruction will be effective on next working day when submitted before 9 pm from Monday to Friday or 6 pm on Saturday. Instruction will be effective in two working days when submitted after 9 pm from Monday to Friday or 6 pm on Saturday or on Public Holiday.
If you do not register your self-named Hang Seng China account, the daily maximum fund transfer limit for non-registered account via Hang Seng Personal e-Banking (Desktop version) or Hang Seng Personal Banking Mobile App is HKD400,000. The limit is shared by (i) Cross-Border Transfer, (ii) fund transfers to non-registered third-party Hang Seng Hong Kong Accounts, (iii) remittances and (iv) fund transfers to other Hong Kong non-registered bank accounts through FPS or CHATS. |
|
|
Q: |
What are the requirements and maximum amount of Renminbi Cross-Border Transfer? |
A: |
You can transfer Renminbi via Cross-Border Transfer from Hang Seng Hong Kong account to your self-named Hang Seng China account. The Hong Kong residents are subject to a daily transfer limit of CNY80,000, covering your Renminbi transfer amount via (i) Cross-Border Transfer, (ii) remittance to your self-named account in China (excluding Hang Seng China) and other Renminbi self-named transfer through other financial institutions. |
|
|
Q: |
I have Hang Seng (China) account, why can't I find the "Registration of Cross-Border View and Transfer" function? |
A: |
Because you are not holding a Hang Seng Hong Kong Prestige Signature, Prestige, Preferred Banking or Integrated Banking account. |
|
|
Account Services FAQ Page
Overseas
Transfer |
|
|
Q: |
Do I need to pre-register
the beneficiary accounts for remittances with Hang Seng Bank beforehand? |
A: |
You may choose to pre-register beneficiary accounts at any of our branches, which shall be activated in two working days after registration.
You may also make remittances to non-registered beneficiary accounts, subject to a daily maximum amount of HKD 400,000. To perform this type of transfer, you need to set a limit for non-registered account transfers (default limit is HKD 0), have a Security Device and 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. 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 request a Security Device and set the transfer limit and/or to update your mobile number. You may also update the daily transfer limit by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). |
|
|
Q: |
In which currencies
should I indicate the remitting amount? Say, if I wish to transfer USD5,000
from my HKD account to an overseas account? |
A: |
You should select
the remitting currency. That means in your case, you must enter your remitting
amount in USD. The exchange rate and the HKD equivalent amount will be provided in the e-Advice when the transaction processing is completed. e-Advice can be found in Inbox. |
|
|
Q: |
When I select a registered account for remittance, some saved information of the account is missing. Why and where can I get those information back?? |
A: |
Those information has been saved as template for your retrieval. To provide you with greater flexibility, we have opened this template feature for your personal use. Those saved information and other new template saved can be found in "Templates" under "Transfer" section. |
|
|
Q: |
When will the
beneficiary receive the money if I make a remittance to an overseas account
today? |
A: |
The funds will
be debited from your account on the same day your remittance is executed.
However, the time the beneficiary receives the money will depend on the
processing time of the corresponding bank concerned. |
|
|
Q: |
Can I choose whether the remitter or beneficiary will pay the overseas charges? |
A: |
We normally only allow overseas charges to be deducted from the beneficiary (i.e. charges deducted from remitting amount). However, in the specific types of remittance listed below, you may choose for overseas charges to be deducted from the beneficiary or the remitter*.
- AUD remittance payment to Australia
- CAD remittance payment to Canada
- GBP remittance payment to UK
- USD remittance payment to all countries/ territories
* At the discretion of the overseas bank(s), the overseas charges (including charges levied by recipient bank and correspondent banks) may be deducted from the remittance amount or charged separately to remitter's or beneficiary's account, regardless of your payment instructions. |
|
|
Q: |
What is the maximum
amount I can transfer? |
A: |
The maximum amount
you can transfer is a combined balance of HKD1 million to all registered
third-party accounts made on the same day. |
|
|
Q: |
Why Security Device / Mobile Security Key and valid mobile number are required for non-registered transfer? |
A: |
In order to provide you with full protection, a unique security code generated by your Security Device / Mobile Security Key must be entered when you are conducting non-registered account transfer 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 transfers, so as to ensure you are aware of the non-registered transfers made 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.
|
|
|
Q: |
Can I reduce the
daily transfer limit myself? |
A: |
You may reduce
your daily transfer limit online by selecting the "Account Maintenance"
Screen under the Customer Services Section. However, if you wish to increase
the limit subsequently, you have to visit any of our Hang Seng Bank branches
in person. You may also update the daily transfer limit by using Voice ID in Phone Banking channel (Voice ID is subject to Terms and Conditions). |
|
|
Q: |
Can I make remittances
any time of the day? |
A: |
We will accept your request any time of the day via Hang Seng Personal e-Banking. However, different remittance currency is subject to different same-day value cut-off time. For details, please refer to Outward Remittance & CHATS Services Cut-off Timetable.. |
|
|
Q: |
How do I know
my remittance has been sent to the beneficiary account? |
A: |
You will receive
a reference number immediately after you have made the remittance. You
will also receive our confirmation e-mail if the remittance has been successfully
sent to the beneficiary account. |
|
|
Q: |
What is a pending
remittance? |
A: |
It is a service
that enables you to make remittances of a pre-defined amount to a pre-selected
beneficiary account overseas on a pre-defined date. |
|
|
Q: |
How far ahead
can I make a pending remittance? |
A: |
You may make your
pending instructions 45 calendar days (excluding Sundays and Public Holidays)
ahead of time. |
|
|
Q: |
Can I make any
amendments to the pending remittances? |
A: |
Yes, you may make
amendments to all your pending remittances anytime online before the effective
date of the remittances. |
|
|
Q: |
Do I need to have sufficient fund in my account when I make a pending remittance? 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 remittance. However, your instruction will be rejected if there is insufficient fund in your account on the effective date of the remittance. |
|
|
Q: |
What are the requirements
and maximum amount can I remit through Renminbi account? |
A: |
You can remit Renminbi
to your same name Reminibi account in Mainland China. The maximum daily
remittance amount is CNY 80,000 including remittance via Hang Seng Personal
e-Banking, Phone Banking and any of the branches. |
|
|
e-Cheque
Overview |
|
|
Q: |
What is an electronic cheque (e-Cheque)? |
A: |
e-Cheque is an electronic form of a paper cheque which is issued in the format of a PDF document conforming to the standard accepted by Hong Kong Interbank Clearing Limited ("HKICL"). It replicates features of a paper cheque. However, e-Cheque must be addressed to a payee and deposited to the payee's bank account. It is also non-negotiable and non-transferable.
Current account holder may issue an e-Cheque via online banking services and send the e-Cheque to payee via electronic means. The payee may deposit the received e-Cheque to his account via his/her online banking service. Or, the payee may deposit the received e-Cheque via the HKICL's e-Cheque Drop Box. |
|
|
Q: |
What currencies are supported by the e-Cheques Services in Personal e-Banking? |
A: |
Personal e-Banking supports HKD, RMB and USD e-Cheques. |
|
|
Q: |
What are the differences between paper cheques and e-Cheques? |
A: |
|
e-Cheques |
Paper Cheques |
Validity Period |
6 months from the date on the cheque |
Issuance |
By online banking - deliver by electronic means (e.g. e-mail) |
By cheque book - deliver in person or by mail |
Signing |
Digital Signature by authorised channel user |
Physical Signature by authorised signer |
Deposit |
Present via e-channels (online banking or Drop Box Service provided by the Clearing House) |
Deposit via branch or cheque deposit machine |
|
|
|
Q: |
Can I issue "bearer cheque" or "order cheque" for e-Cheque? |
A: |
No, an e-Cheque must be addressed to a payee and deposited to the payee's bank account. Besides, it cannot be exchanged for cash over the bank counter. |
|
|
Q: |
Can I print out an e-Cheque and deposit it as a paper cheque? |
A: |
No, because an e-Cheque is a digitally signed electronic document and the signature cannot be verified in hard copy. |
|
|
Q: |
Is there any service charge for the e-Cheque Services provided by your bank? |
A: |
No, e-Cheque Issuance Services and e-Cheque Deposit Services are free of charge. However, charges might be incurred if you want to stop payment of an issued e-Cheque, if your payment is being stopped by the Bank and if your payment is drawn on insufficient funds. Please refer to the details of the charges and interest. |
|
|
Q: |
What are the benefits of using e-Cheques? |
A: |
- Flexible service hours - e-Cheque Issuance and Deposit can be done via Personal e-Banking 24 hours online regardless of branch operating hours and physical location.
- Convenient - Sending an issued e-Cheque to your payee can simply be done by e-mail or other electronic means, saving the postage fee and time. You can also check the e-Cheque status online.
- Secure - An e-Cheque file cannot be amended once it is generated. The payer bank's digital signature also serves to authenticate an e-Cheque which ensures security.
|
|
|
Q: |
Are the settlements of e-Cheque and paper cheque the same? |
A: |
Yes, both are facilitated by Hong Kong Interbank Clearing Limited. |
|
|
Q: |
What is the validity period of an e-Cheque? |
A: |
6 months from the date on the e-Cheque (same as paper cheque). |
|
|
|
e-Cheque Security |
|
|
Q: |
Is an e-Cheque safe and secure? |
A: |
The payer is required to pass through Two Factor Authentication (2FA) before the issuance of e-Cheque. Besides, an e-Cheque is digitally signed by the payer and the payer's bank with the public key infrastructure (PKI) technology to ensure no alternation or tampering can be made after its issuance. |
|
|
Q: |
As e-Cheques files can be freely copied, how to ensure an e-Cheque will not be deposited multiple times? |
A: |
Hong Kong Interbank Clearing Limited (HKICL) will conduct checking to ensure there is no duplicate presentment for the same e-Cheque. If an e-Cheque is presented twice, the second presentment of the same e-Cheque received by HKICL will be classified as duplicated and will be rejected.
For security reasons, you are advised to deposit your e-Cheques as soon as possible. |
|
|
Q: |
What are the security measures I should take when I use the e-Cheques Services? |
A: |
We advise you to:
- Keep the Security Device safe. The security code generated by the Security Device is used to authenticate your identity as well as access your Bank-Cert (Personal) to sign e-Cheques.
- Send e-Cheques file to your payee through a secure channel. You may also contact your payee to confirm he/she has received the e-Cheque.
- Deposit e-Cheques as soon as possible.
|
|
|
Bank-Cert (Personal) |
|
|
Q: |
What is a Bank-Cert (Personal)? |
A: |
A Bank-Cert (Personal) certificate ("Bank-Cert") is used for e-Cheque signing. It is an e-certificate recognized by the Clearing House from time to time for the purpose of issuing e-Cheques at Personal e-Banking. It is issued to personal customers by Postmaster General of Hong Kong. |
|
|
Q: |
What is the relationship between Bank-Cert and digital signature? |
A: |
Bank-Cert is used to produce digital signature. Only customers with a valid Bank-Cert can issue e-Cheques. When you issue an e-Cheque, your name will appear automatically on the e-Cheque file generated by Personal e-Banking as your digital signature. e-Cheque has adopted Public Key Infrastructure (PKI) technology in the digital signature to prevent forged e-Cheques. |
|
|
Q: |
Do I need to pay for the Bank-Cert? |
A: |
No, Bank-Cert application is free of charge. |
|
|
Q: |
Can I keep the Bank-Cert by myself? |
A: |
No, our Bank acts as the Bank-Cert custodian to keep and manage Bank-Cert for customers. For security reasons, customers cannot keep the Bank-Cert. |
|
|
Q: |
What information is required for the Bank-Cert application? |
A: |
To apply for the Bank-Cert via Personal e-Banking, your English name in full will be disclosed by the Bank to Hongkong Post Certification Authority. You must ensure your name in the Bank's record is correct before proceeding to the application. |
|
|
Q: |
How to apply for the Bank-Cert? |
A: |
The Bank-Cert application is processed online via Personal e-Banking. Before issuing your first e-Cheque, or if you do not have a valid Bank-Cert, you will be automatically redirected to the online Bank-Cert application. Simply follow the screen instruction carefully to instantly apply for the Bank-Cert. |
|
|
Q: |
Can I use my Bank-Cert applied via Personal e-Banking in Hang Seng Business e-Banking or other internet banking services? |
A: |
No, the Bank-Cert applied via Personal e-Banking cannot be used in any other online banking services, including Hang Seng Business e-Banking. |
|
|
Q: |
What is the validity period of the Bank-Cert? How to renew it? |
A: |
The validity period is 1 year. Once your Bank-Cert is expired, you will be automatically redirected to the online Bank-Cert application again before issuing your next e-Cheque. |
|
|
Q: |
Will the expiration of Bank-Cert affect the validity of the e-Cheque? |
A: |
No, as long as the Bank-Cert is valid (i.e. not expired) at the time of issuing the e-Cheque, the e-Cheque's validity is not undermined by the expiration of the Bank-Cert which produced it. |
|
|
Q: |
Can I request to cancel my Bank-Cert in your Bank if I no longer need it? |
A: |
All Bank-Cert are not transferrable and will expire within 1 year. If you have any special needs on Bank-Cert maintained in the Bank, please contact us on +852 2822 0228 for assistance. |
|
|
Deposit e-Cheque |
|
|
Q: |
Who can deposit e-Cheque at Personal e-Banking? |
A: |
You must be a registered user of Personal e-Banking to deposit e-Cheque at Personal e-Banking. |
|
|
Q: |
Can I deposit e-Cheques and e-Cashier Orders issued by other banks? |
A: |
Yes. |
|
|
Q: |
Can I deposit e-Cheques to any kinds of accounts? |
A: |
You can deposit e-Cheques to any savings and current accounts which can be operated via Personal e-Banking, except for Multi-currency Passbook Savings Account and USD Passbook Savings Account. |
|
|
Q: |
Can I deposit an e-Cheque to an account in different currency? |
A: |
The Bank only accepts deposit instructions that the e-Cheque currency is the same as the deposit account's currency. |
|
|
Q: |
Can I deposit e-Cheques for a third party person? |
A: |
You can only deposit e-Cheques which match with your account name in Personal e-Banking.
To assist a third party person to deposit e-Cheques to his/her bank accounts, you can do so at the e-Cheque Drop Box Service offered by Hong Kong Interbank Clearing Limited. |
|
|
Q: |
What is the service cut-off time for depositing e-Cheque? When will the funds be available? |
A: |
e-Cheque follows the Five-Day Clearing Week. The e-Cheque deposit cut-off time on settlement days is:
- Personal e-Banking - 19:00
- HKICL's e-Cheque Drop Box service - 17:30
If you deposit e-Cheques before the cut-off time, funds will be available on the next settlement day after 15:00. |
|
|
Q: |
If I do not use the Personal e-Banking, how can I deposit e-Cheques? |
A: |
You may pre-register your deposit account at the e-Cheque Drop Box Service offered by Hong Kong Interbank Clearing Limited and then deposit the e-Cheque to your account. |
|
|
Q: |
I have an e-Cheque in payee name slightly different to the name of my deposit account. Can I still deposit this e-Cheque? |
A: |
You can still proceed to your deposit instruction. If the instruction is finally rejected due to payee name mismatch, you will receive a SMS notification at the mobile number registered with us.
To avoid delay on your e-Cheque deposit, we recommend you to advise the e-Cheque payer in advance the correct payee name to state on the e-Cheque. |
|
|
Q: |
If my deposited e-Cheque is rejected due to payee name on e-Cheque does not match with the name of deposit account. Can I receive notification from the Bank? |
A: |
Yes, you will receive a SMS notification at the mobile number registered with us. If the e-Cheque is deposited to a joint name account, all account holders will also receive the same SMS notification at the mobile number registered with us. |
|
|
Q: |
How do I know if I have failed to deposit an e-Cheque? |
A: |
You can go to the "e-Cheque > Enquiry" page to check the status of your e-Cheque and the rejected/returned reason. The e-Cheque record will be retained for 2 months once it is deposited, rejected or returned.
Moreover, if your e-Cheque deposit is returned, you will also receive an advice by mail. |
|
|
Q: |
If my e-Cheque deposited is cleared or returned, can I receive email or SMS notification? |
A: |
If you deposit an HKD e-Cheque, you can register for e-Alert Services on "HKD Cheque Deposit/Return Notification" to receive email and/or SMS notification. The e-mail e-Alerts are free of charge, and SMS e-Alerts are charged by usage. Please refer to "e-Alert" section of our FAQ for more details. |
|
|
Q: |
My e-Cheque deposited has been returned. May I deposit the same e-Cheque again? |
A: |
Please visit the "e-Cheque > Enquiry" page to check the rejected/returned reason of your e-Cheque deposit record. If "This e-Cheque cannot be re-deposited" is stated in the rejected/returned reason, you cannot deposit such returned e-Cheque again. |
|
|
Issue e-Cheque |
|
|
Q: |
What are the requirements to issue e-Cheques on Personal e-Banking? |
A: |
You should meet the following requirements for applying Bank-Cert (Personal) and issuing e-Cheques:
- Eligible current account(s) under your name (single name or either-to-sign joint account)
- An activated Security Device / Mobile Security Key
- Non-zero limit on non-registered third-party transfer
- A valid mobile phone number registered in our record
|
|
|
Q: |
Is there a maximum cheque amount of issuing an e-Cheque? |
A: |
It is subject to your available daily transfer limit that you can transfer to non-registered accounts via Personal e-Banking on the e-Cheque date.
The transfer limit is shared by all kinds of non-designated transfers, including interbank account transfer and remittance.
Please note, amounts transferred via Personal e-Banking will count towards your Overall Fund Transfer Daily Limit, and will therefore affect the daily limit remaining for non-registered account transfers via automated teller machine, or vice versa. |
|
|
Q: |
Can I issue e-Cheques to a payee if he/she does not have an online banking account to deposit e-Cheques? |
A: |
Yes, he/she could make use of the Drop Box Service provided by Hong Kong Interbank Clearing Limited (HKICL) or other means provided by the payee bank to deposit the e-Cheque.
In any case, it is the payer's responsibility to ensure e-Cheque payment is acceptable to the payee before he/she issues e-Cheque.
|
|
|
Q: |
Can I issue back-dated e-Cheques or post-dated e-Cheques in Personal e-Banking? |
A: |
You cannot issue a back-dated e-Cheque, but you can issue a post-dated e-Cheque up to 90 calendar days from the issue date. |
|
|
Q: |
Why can't I issue an e-Cheque? |
A: |
Some common causes are:
- You do not have any eligible current account(s) which can be operated via Personal e-Banking
- You do not have an activated Security Device / Mobile Security Key
- Your e-Cheque amount exceeds the daily limit on transferring to non-registered third-party accounts
- You do not have a mobile number registered in our record or the number is invalid
|
|
|
Q: |
How can I download the e-Cheque file again if I forgot to do so at the time I issue my e-Cheque? |
A: |
Please enquire your issued e-Cheque record by indicating the debit account and issue date. At the search result, you will be able to locate the respective issuance record and download the e-Cheque file. |
|
|
Q: |
How can I know the e-Cheque issued by me is returned? |
A: |
You can go to the "e-Cheque" > "Enquiry" page to check the status of your issued e-Cheque. You will also receive an "Inbox" notification at Personal e-Banking and a return advice by mail. |
|
|
Q: |
When I open a signed e-Cheque PDF file in Adobe Reader or Acrobat, the validity of the digital signature is displayed as "UNKNOWN". Why? |
A: |
The Adobe Reader or Acrobat does not recognise certificates issued by the Hongkong Post e-Cert CA 2 - 15, and hence it displays the message. The following illustrates the steps for updating the list of Adobe Approved Trusted Certificate.
- Open the Preferences dialog box.
- Under Categories, select Trust Manager.
- Click Load trusted root certificates from an Adobe server.
- Click Update Now.
- Under Categories, select Signatures.
- For Identities & Trusted Certificates, click More.
- Select Trusted Certificates on the left.
- Verify if Hongkong Post e-Cert CA 2 - 15 is available from the list.
- Click OK, close the Digital ID and Trusted Certificate Settings dialog box, and then click OK in the Preferences dialog box.
The digital signatures on the e-Cheque will be shown as valid after taking the above steps.
|
|
|
Enquire Deposit/Issuance Records |
|
|
Q: |
How long will my e-Cheque deposit records be kept online? |
A: |
Once an e-Cheque is deposited, rejected or returned, the e-Cheque record will be retained for 2 months, after which the relevant records will be automatically deleted. |
|
|
Q: |
How long will my e-Cheque issuance records be kept online? |
A: |
Any e-Cheque that has been paid, stopped or expired is to be retained for 2 months after which the relevant records will be automatically removed. |
|
|
Q: |
I have deposited an e-Cheque using HKICL's e-Cheque Drop Box Service. Can I retrieve the e-Cheque deposit record at Personal e-Banking? |
A: |
Yes, you can retrieve the e-Cheque deposit record at Personal e-Banking for those deposited before HKICL's cut-off time. Yet, the deposit record cannot be shown immediately. Please also note that we cannot provide the e-Cheque file issued by the other banks and deposited via e-Cheque Drop Box Services. |
|
|
Stop e-Cheque Payment |
|
|
Q: |
Can I stop an e-Cheque via Personal e-Banking? |
A: |
Yes, as long as the e-Cheque is in "Issued" or "Returned" status. To do this, you can press the "Stop" button from the respective issued record available in "e-Cheque > Enquiry" page during the system service hours (02:00 a.m. to 22:00 daily).
A service charge might be levied for each instruction. If the e-Cheque is stopped due to insufficient funds, additional handling fee and overdraft interest will be charged. Please refer to the details of the charges and interest. |
|
|
Q: |
Can I stop an e-Cheque at branch? |
A: |
No, you can only stop an e-Cheque payment via Personal e-Banking during the system service hours (02:00 a.m. to 22:00 daily). |
|
|
Q: |
Can I stop a "pending settlement" e-Cheque? |
A: |
You cannot stop a "pending settlement" e-Cheque online. If you wish to do so, please contact us on +852 2822 0228 between 09:00 and 11:00 on the settlement day for immediate assistance, and we will make the arrangement on a best effort basis. |
|
|
Q: |
When will the "Stop e-Cheque" instruction be effective? |
A: |
It will be immediately effective and irreversible. Therefore, please ensure the details of the e-Cheque are correct before sending the instruction by Personal e-Banking. |
|
|
|
|
|
|
|