Hang Seng e-Statement/e-Advice Service
View Statement/Advice |
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Q: |
What is Hang Seng e-Statement/e-Advice Service ("Service")? |
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The Service provides you with an instant access to your statements and advices online and enables you to download them to your computer for convenient record keeping.
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What types of statements/advices can be viewed online? |
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Please click here for the types of e-Statements/e-Advices currently provided by the Bank under the Service. |
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Who is eligible for the Services? |
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| Customers who maintain Personal Accounts (Sole name or joint name accounts#
) are eligible for the Service*. (subject to Hang Seng e-Statement/e-Advice Service scope on each particular account.)
#Please note that the mailing of paper copies for joint accounts will be stopped immediately once you have completed the registration process. If other account holder(s) want(s) to receive e-Statement/e-Advice as well, other account holder(s) must change the setting via Personal e-Banking (not applicable to Private Banking account holders). Please ensure that the other account holder(s) is/are aware of such arrangement.
*e-Advice Service is not applicable to Private Banking account.
For Private Banking account holders, you have to opt for the e-Statement service via your Relationship Manager should you wish to receive e-Statement. For a singly signed joint account, if any one of the account holders has opted for the e-Statement Service, the other account holders can also view the e-Statement and no paper statement will be sent to all account holders. If any one of the account holders wants to receive paper statement by post, any one of the account holders can change the setting via Relationship Manager to resume the paper statement service. For a both-to-sign joint account, all account holders have to opt for the e-Statement Service via Relationship Manager should you wish to receive e-Statement. No paper statement will be sent to all account holders. If any one of the account holders wants to receive paper statement by post, all account holders must change the setting via Relationship Manager to resume the paper statement service. In order to receive e-Statement, account holders have to register for e-Banking service. |
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Is there a charge for using the Service? |
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No. The Service is free of charge. |
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Will I receive paper statement/advice? |
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Upon successful registration of an account for the Hang Seng e-Statement/e-Advice Service, the relevant statements and advices (which are supported by the Service) on that particular account will not be sent in paper copies to the customers by post. The electronic copies of such statements and advices will be posted online in the section "e-Statement/e-Advice" under "e-Services" of Hang Seng e-Banking for your access and download.
Paper Statement Service Annual Fee ("the fee") has been applied to personal banking accounts including Prestige Banking, Preferred Banking, Green Banking, Integrated Account, M.I. Kid AssetBuilder Account, HKD Current Account, HKD Statement Savings Account and ATM Statement Savings Account since 2017. Also, starting from 1 July 2018, the fee will be applicable to designated personal credit card accounts. For details, please click here. |
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When will I receive the e-Statement/e-Advice? |
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You will receive the e-Statement/e-Advice two working days after the issuance date of your statement/e-Advice. Please refer the issuance date from your monthly statement. |
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Will I receive a reminder when an e-Statement has been issued? |
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Except for Investment Funds e-Report/e-Notice, you will receive an e-mail reminder each time when your Bank Statement, Credit Card Statement and/or Investment Advice is/are issued and posted in e-Banking. You are advised to keep an updated e-mail address (Please click
here
if you want to update your e-mail address) with the Bank to ensure you can receive such e-mail reminder. You should also check your designated e-mail box regularly for such reminder. For Credit Card Statement, a SMS reminder will be sent to your mobile number if no valid e-mail address is maintained in our Bank record. |
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How long will e-Statements and e-Advices be available online? |
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e-Statement:
Your bank account e-Statements will be retained for 7 years from issue date. (Customers with a Private Banking account can only retrieve e-Statements issued within registration period)
Your credit card e-Statements will be retained for up to 7 years. If registrations are made after Mar 2020, you can retrieve your e-Statements issued from this month onwards. if registrations are made before Mar 2020, the earliest available e-Statements is April 2017, excluding months which users have opted out during such period.
Your investment e-Statements will be retained for up to 3 years.
e-Advice:
Your e-Advice will be available online for 6 months * from the issue date respectively.
All e-Statements and e-Advices will be deleted automatically after the said retention period, and you are advised to print or download the copy of your e-Statements/ e-Advices as soon as possible for future record purpose.
* Except for Inward Remittance Advice and Interbank Transfer Credit Advice which will be retained for 1 month and only the latest 401 copies of e-Advices could be retrieved at maximum.
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What is the format of my e-Statements? |
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All e-Statements are in Portable Data Format (PDF), a commonly used document type over the Internet. You are required to have an Acrobat Reader (version 7.0 or above) in your computer to view the statements. |
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What can I do if Acrobat Reader is not installed on my computer? |
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You can download Acrobat Reader free of charge from the Adobe website. |
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What can I do if I cannot view the Chinese fonts used in the PDF files? |
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Please upgrade the Acrobat Reader to the latest Chinese Traditional version from Adobe. |
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How can I "Print" or "Save" e-Statement / e-Advice? |
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For Windows OS, you can press "Print" or "Save" icon on web browser or you can use shortcut key "Ctrl+P" or "Ctrl+S".
For Mac OS, you can press "Print" or "Save" icon on web browser or you can use shortcut key "Command+P" or "Command+S". |
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Can I ask the Bank to provide me with a duplicate copy of a statement/advice that has been deleted by the system after retention period? |
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Yes, you can request for a statement/advice reprint through e-Banking or visit any of our branches in person. The service charge per copy is HKD50. You are advised to print out or download your e-Statements if you wish to keep a copy for your records. |
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Receive e-Statement/e-Advice
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What types of accounts offer the "Receive e-Statement/e-Advice" Service? |
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Please click here to check the accounts which provide e-Statement/e-Advice service currently.
* Account types and e-Statement/e-Advice service scope are subject to change.
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Can I choose different option for the sub-accounts under the Integrated Account? |
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For Integrated Account, your selection of 'Online Access' and 'Receive e-Statement/ e-Advice' is applicable to all accounts under your Integrated Account including Banking Account, Securities Account, Investment Funds Account, Monthly Investment Plan for Stock, and Certificates of Deposit Account if applicable. If you wish to register to receive e-Statement/ e-Advice for some accounts under your Integrated Account but receive paper statement/ paper advice for the others, please contact our Customer Service Hotline. |
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Can I choose to receive specific statement/advice type? |
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Once you choose the account for receiving e-Statement/e-Advice, all currently available e-Statement/e-Advice under that account will be provided and no paper copies will be posted. |
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Will the registration for the Service apply to new accounts open in future? |
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If you register to receive e-Statement/e-Advice for any banking/credit card account(s), all new banking/credit card account(s) you open in the future* will be preset to receive e-Statements/e-Advices and will be registered for the Service automatically. If you register to receive e-Statement/e-Advice for any investment account(s)/sub-account(s) , all new investment account(s)/sub-account(s) you open in the future* will be preset to receive e-Statements/e-Advices and will be registered for the Service automatically.
*Subject to service availability. Please click here for the existing type of accounts which will be preset to receive e-Statements/e-Advices. You may change the default setting for any account online if necessary. |
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If I have already chosen the accounts for receiving e-Statement/e-Advice, can I resume receiving the paper statement/advice again? |
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Except for SimplyFund Account customers, other customers can resume receiving paper statement/advice. For customers other than SimplyFund Account customers, you are advised to print out or download your e-Statement/e-Advice if you wish to keep a copy for your records first, then you can resume receiving paper statement/advice online by unchecking the checkbox under the column "Receive e-Statement/e-Advice" for the accounts for which you wish to resume receiving paper statements and advices. SimplyFund Account customers cannot resume receiving paper copies as communications relating to SimplyFund Account available in electronic form only. |
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What will happen if I have made several instructions within the same day? |
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The cut-off time for the instruction is at around 00:00 midnight (Hong Kong time) every day. If several instructions were placed within the same day, we will proceed according to your last instruction received by the Bank before the cut-off time. |
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When will my instruction be effective? |
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Your instruction will be effective as of your next statement/advice generation date. |
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Can I keep using the e-Statement/e-Advice Service if I have deleted the account from e-Banking, have closed the account or have terminated my Personal e-Banking account? |
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No. If you have deleted the account from e-Banking or have closed your account, your e-Statement/e-Advice service will be terminated at the same time. |
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For joint accounts, can one account holder choose to register for the Service to receive the statement and advice in digital form while the other account holder keeps receiving paper copies of the statement and advice? |
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This arrangement is not possible. Paper copies will no longer be provided once any one of the account holders of a joint account has registered for the Service. |
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If I do not receive an e-mail for my Investment Funds e-Reports/e-Notices successfully, will the e-mail be re-sent? |
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No. Please try to contact any of our branches or call our customer services hotline to request for the paper copy of the document to be posted to you. (Please be advised that the Bank will charge a fee for this service). |
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Q: |
I have registered for the Service for my Investment Funds Account, why do I still occasionally receive paper copies of Investment Funds reports/notices? |
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In some exceptional situations (for example system interruptions), the Bank may not be able to dispatch the documents of the Investment Funds e-Reports/e-Notices in digital form. In such cases, we will post paper copies of the documents to you. |
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e-mail/SMS reminder for e-Statement/e-Advice |
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Q: |
What is e-mail/SMS reminder for e-Statement/e-Advice? |
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This e-mail/SMS reminder reminds you when your new e-Statement/e-Advice have arrived. The reminder is in e-mail or SMS formats. For Banking/Credit Card/Investment Accounts e-Statement/e-Advice*, there will be FREE e-mail reminder. For Credit Card e-Statement, a SMS reminder will be sent to your mobile number if no valid e-mail address is maintained in our Bank record.
*Excluding Credit Advice, Interbank Transfer Credit Advice, Inward Remittance Advice, Time Deposit Disposal Advice, Inward Fund Transfer Advice, Standing Instructions Credit Advice, Investment Funds e-Report and e-Notice.
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Who is eligible to receive this reminder? |
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All customers who have registered for the Service chosen to receive e-Statement/e-Advice and have maintained valid e-mail address and mobile phone number in Hang Seng Bank. |
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How often is this reminder sent out? |
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Whenever your e-Statement or investment e-Advice has been generated. |
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Can I choose to receive this reminder in advance? |
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No. This e-Reminder will only be sent out once your e-Statement and/or e-Advice has/have been generated and posted online. |
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Can I choose to receive this reminder in e-mail or SMS format? |
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This reminder is free of charge, the delivery means of each e-Statement/e-Advice is already set and cannot be changed. You will receive e-mail reminder for your Banking Statement, Credit Card Statements and Investment Advices. For Credit Card e-Statement, a SMS reminder will be sent to your mobile number if no valid e-mail address is maintained in our Bank record.
For those banking accounts with e-Statement/e-Advice Service which provide e-mail reminder only, if you would like to choose for receiving SMS e-Alerts (a fee is required) on top of e-mail reminder, you may refer to the e-Alert section for more details.
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Do I have to select a specific account for this reminder? |
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No.
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Any fees charged for this reminder? |
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No, it is free of charge.
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My statements or advices have already been posted in e-Banking, why did I receive none of your e-mail reminder? |
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In general, the reasons why you have not received the e-mail reminder are:
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You have provided an incorrect or invalid e-mail address; |
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Your e-mail box is full; |
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The e-mail service provider treats the e-Statement/e-Advice Service e-mails as spam mails; |
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Telecommunications and/or e-mail service providers are experiencing unforeseen problems such as network delay or system failure. |
* If an e-mail reminder for your investment accounts bounces back to our system, you will be sent a hardcopy reminder. Please clear your e-mail box regularly and promptly update your e-mail address in our Bank's record to help ensure you will receive this reminder.
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