| |
| Overview |
| Q: |
What is a Security Code? |
| A: |
The Security Code is a one-time password and consists of six digits. |
| Q: |
What is a Serial Number? |
| A: |
Every Security Device has its own unique serial number and you can find it at the back of the device. The number is a 10-digit serial number. (e.g. 17-0000007-9). |
| Q: |
Does each user need to have a Security Device or just one is sufficient for each company? |
| A: |
Each user (Primary or Secondary Users) should be paired up with one Security Device. |
| Q: |
If I have registered for more than one Business e-Banking profile, how many Security Device do I need? |
| A: |
It depends on how many usernames you have created. Each username should be paired up with one Security Device. |
| Q: |
I have registered for both Personal and Business e-Banking Services at Hang Seng Bank. Can I use the same Security Device? |
| A: |
No. If you have registered for both Personal and Business e-Banking Services, you should use a separate Security Device for different platforms. |
| |
| New PIN-Protected Security Device |
| Q: |
Why do I need to set up a PIN for the new Security Device? |
| A: |
To safeguard your Security Device from being used by unauthorized parties in case of loss, the Security Device is PIN-protected. You will have to set a PIN before using it for the first time and the input of this PIN will be required to unlock the Security Device before each use. |
| Q: |
How many digits can I choose for the PIN? |
| A: |
User should assign a 4-digits PIN for the new Security Device. |
| Q: |
How to set up a new PIN? |
| A: |
Step 1. Press the Green button and hold for 2 seconds to turn on the Security Device.
Step 2. Enter the 4-digits PIN you assigned.
Step 3. Press the Yellow button.
Step 4. Re-enter your PIN to confirm. The word "HASE" will be displayed on the screen if the PIN setup is successful. |
| Q: |
A Message "FAIL PIN" is shown, why is that? |
| A: |
When a message "FAIL PIN" is shown on the Security Device, this represent that the confirmation PIN does not match the first PIN entered. User will need to start over the PIN setup process again. |
| Q: |
A message "NEW PIN not SAFE" is shown, why is that? |
| A: |
When a message "NEW PIN not SAFE" is shown on the Security Device, this represent that the assigned PIN is unsafe and could be easily guessed by unauthorized parties. (e.g. Repeating or sequential number, e.g. 1111,1234,3210.) User will need to start over the PIN setup process again. |
| Q: |
Can I change my PIN? |
| A: |
Yes, you can. Please follow the steps below,
Step 1. Turn on and unlock the Security Device with existing PIN.
Step 2. When "HASE" appears on the display, press and hold "8" button for 2 seconds to enter the "Change PIN" function.
Step 3. Then enter a 4-digits PIN and press the yellow button.
Step 4. Confirm the newly assigned PIN by re-entering it.
Step 5. "NEW PIN CONF" will be displayed on the screen for 2 seconds when your PIN setup is successful. "HASE" will be displayed afterwards. |
| |
| Turning on new Security Device |
| Q: |
Why do I see a "FAIL 1", "FAIL 2" or "FAIL 3" message on the Security Device? |
| A: |
When a message "FAIL" is shown on the Security Device, this represent you have entered an incorrect PIN. Press the Green button to enter your PIN again. You will have a total of 3 attempts to enter a correct PIN before your new Security Device is locked. |
| Q: |
I have forgotten my PIN. Can I reset the PIN? |
| A: |
Yes, you can. Please follow the steps below,
Step 1. Go to Hang Seng Business e-Banking log on page, enter your "Username" and click "Continue".
Step 2. Click "Reset Security Device PIN" link.
Step 3. Answer the two security questions, that is set up during your registration process, and follow the on-screen instructions. |
| |
| Activate the new Security Device |
| Q: |
Why do I need to have my mobile number registered in the Bank's record before I can activate a new Security Device? |
| A: |
The new Security Device will be the key to verify your identity at Hang Seng Business e-Banking. To protect your interest, we will send you an authentication code to the mobile number you registered with the Bank for first time registration purpose. (This authentication code is not applicable to customers who register for Mandatory Provident Fund Services only.)
To review your registered mobile number, please select "Customer Services" > "Other Services" > "Contact Information". You can update your mobile number at the same page. |
| |
| Trouble-Shooting |
| Q: |
What if the Security Code is not accepted? |
| A: |
Each Security Code will be valid for a short time interval. If you take longer than the time limit to enter your code, there is a possibility that you will get an error message. If this happens, just press the Security Device to generate a new Security Code. If the LCD display is already blank or turned off, turn on the Security Device and try again.
If the problem persists, please contact our customer service representatives at 2198 8000 for assistance. |
| Q: |
What does the message BATT mean on the LCD screen? |
| A: |
The normal lifetime of the battery is three years. The BATT message appears when your Security Device's battery is running low and a new Security Device is needed. |
| Q: |
Can I change the battery of the Security Device myself? |
| A: |
No. Never try to open the Security Device yourself. It will be damaged if you do so. |
| Q: |
Is the Security Device a property of the Bank? |
| A: |
Yes, the Security Device is the property of the Bank. If you lose or find any of our Security Devices, please contact our customer service representatives at 2198 8000 as soon as possible. |
| Q: |
What should I do if the Security Device is lost or damaged? |
| A: |
Please contact our Customer Service Representatives on 2198 8000 to deactivate the lost or damaged Security Device. You can also activate your Mobile Security Key instantly on Business e-Banking Mobile App to logon / authorize transactions. |
