Hang Seng Mobile Payment Service FAQ
(1) FAQ provided by Hang Seng Bank
A. Introduction to the Service
B. Application Requirements
C. About the Passcode for the Hang Seng Mobile Payment App
D. About Application / Download / Re-activation of the Hang Seng Mobile Card
E. About Using the Hang Seng Mobile Card for Payment and Viewing Recent Activities
F. About the Security of the Hang Seng Mobile Card / Hang Seng Mobile Payment App
G. Other Frequently Asked Questions
H. Customer Service Hotline
(2) Other FAQ
(1) FAQ provided by Hang Seng Bank
A. Introduction to the Service
1. Q: What is the Hang Seng Mobile Payment Service?
A: The Hang Seng Mobile Payment service is a payment service that adopts Near Field Communication (NFC) technology allowing Hang Seng Credit Card cardholders to make payments by tapping a designated NFC enabled smartphone on a card reader. The transaction amount will be charged to the credit card account.
2. Q: What is the Hang Seng Mobile Card?
A: The Hang Seng Mobile Card is a virtual credit card installed in the SIM card issued by the designated Mobile Network Operator.
3. Q: What is the Hang Seng Mobile Payment App?
A: The Hang Seng Mobile Payment App is a smartphone application designed for the Hang Seng Mobile Payment Service. The Hang Seng Mobile Payment Service is only available when the Hang Seng Mobile Payment App has been installed in the smartphone.
4. Q: What is the benefit of using the Hang Seng Mobile Payment Service?
A: Cardholders can make payments by simply tapping a designated NFC enabled smartphone on a card reader for transaction amounts below HKD500. No signature is required. It is fast and convenient.
5. Q: How many merchants in Hong Kong accept the Hang Seng Mobile Payment Service?
A: The Hang Seng Mobile Payment Service can be used at merchants that accept MasterCard PayPass. There are thousands of merchants that accept the Hang Seng Mobile Payment Service in Hong Kong. For the list of merchants, please visit hangseng.com/mobilepayment and the MasterCard website at http://www.mastercard.com.hk.
6. Q: Is there any fee charged for the Hang Seng Mobile Payment Service?
A: There is a monthly service fee of HKD8 for each Hang Seng Mobile Card. You can enjoy a monthly service fee waiver for the first year.
7. Q: What is NFC technology?
A: NFC means near field communication. It is a set of standards for smartphones and similar devices to establish radio communication with each other by touching them together or bringing them into close proximity, usually no more than a few centimeters (< 4cm).
B. Application Requirements
1. Q: What are the requirements for applying for the Hang Seng Mobile Payment Service?
A: Applicant should
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be a Principal Cardholder of Hang Seng MasterCard Card (excluding Hang Seng Fortune MasterCard Card, alpha spending card and e-shopping MasterCard Card);
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be a Hang Seng Personal e-Banking user and hold a Security Device. (Please ensure to link up the relevant Principal Hang Seng MasterCard Card to the e-Banking account list to apply for, download and re-activate the Hang Seng Mobile Card by logging onto Hang Seng Personal e-Banking via the Hang Seng Mobile Payment App);
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hold a NFC enabled designated smartphone (designated smartphones include Samsung GALAXY S4 LTE, Samsung GALAXY S3 LTE, Samsung GALAXY S3, Samsung GALAXY Note II LTE , Samsung GALAXY Note II, LG Optimus G Pro and Sony Xperia Z. For the latest list of designated smartphones, please visit hangseng.com/mobilepayment); and
be a csl customer (excluding prepaid cards, 2G mobile plans or designated mobile plans) with an NFC SIM Card issued by csl
2. Q: How can I register for Hang Seng Personal e-Banking?
A: Please visit hangseng.com with a personal computer and press the button “Register Now” under the Hang Seng e-Banking section. Then input the following information on the form for registration:
- Account Type
- Account / Card No.
- PIN (ATM Card PIN / Phone PIN)
- Identification Document No.
- Nature of Integrated Account
Should you have any queries regarding the registration, please contact Hang Seng customer service representatives at 2822 0228 (press 6 and then 3 after language selection).
3. Q: How can I apply for a Security Device?
A: You can collect a Security Device from any Hang Seng Bank branch. You can also call our Hang Seng Customer Service Hotline at 2998 6899 to arrange it. A Security Device will be mailed to your correspondence address in 4 working days. Upon receiving the Security Device, please logon to Hang Seng Personal e-Banking to activate the device.
4. Q: I have a Hang Seng MasterCard Supplementary Card. Can I apply for the Hang Seng Mobile Payment Service?
A: The Hang Seng Mobile Payment Service is only available for Principal Cardholders. If you do not hold a Principal Hang Seng MasterCard Card, please apply for one via hangseng.com or submit an application at any Hang Seng Bank branch.
5. Q: My smartphone is NFC enabled. Can I apply for the Hang Seng Mobile Payment Service?
A: The Hang Seng Mobile Payment Service is only applicable to designated Android smartphones including Samsung GALAXY S4 LTE, Samsung GALAXY S3 LTE, Samsung GALAXY S3, Samsung GALAXY Note II LTE , Samsung GALAXY Note II, LG Optimus G Pro and Sony Xperia Z. For the latest list of designated smartphones, please visit hangseng.com/mobilepayment.
Q: I am a customer of the csl and have a Hang Seng MasterCard Card. Why can’t I apply for the Hang Seng Mobile Payment Service via the Hang Seng Mobile Payment App?
A: Perhaps the SIM Card you are holding is not an NFC SIM Card. You can get an NFC SIM Card from any csl outlet for free. For enquiries, please call the csl Customer Service Hotline 1000.
7. Q: Why can’t I search the Hang Seng Mobile Payment App from Google Play Store?
A: Your smartphone should be NFC enabled and support the Android 4.0.3 or above operating system, in order to search and download the Hang Seng Mobile Payment App from Google Play Store.
C. About the Passcode for the Hang Seng Mobile Payment App
1. Q: Is it necessary to set up a Passcode for the Hang Seng Mobile Payment App?
A: Yes. You must set up a 6-digit Passcode after downloading the Hang Seng Mobile Payment App. This Passcode will be effective once the first Hang Seng Mobile Card has been downloaded successfully. Please protect your Passcode. Do not disclose it to anyone and do not set your Passcode with any of your personal information (e.g. date of birth, HKID Card no., telephone no., etc.)..
2. Q: When do I need to input the Passcode?
A: You have to input the Passcode under the following scenarios:
- Launching the Hang Seng Mobile Payment App: You can choose to input the Passcode when launching the Hang Seng Mobile Payment App every time or input the Passcode at random intervals;
- Viewing Hang Seng Mobile Payment transactions sent recently (only applicable to those who set the Passcode input frequency at random intervals) and
- Using the Hang Seng Mobile Payment App on other smartphones
3. Q: What does inputting Passcode at random intervals mean?
A: Owing to security concerns, the Bank will review and set the Passcode input frequency according to a related monitoring system. Under specific circumstances, cardholders will be required to input the Passcode in order to complete the payment.
4. Q: How can I reset the Hang Seng Mobile Payment App Passcode if I forget it?
A: You can reset the Hang Seng Mobile Payment App Passcode by pressing the "Forgot Passcode" button on the relevant screens or go to "Settings" > "Passcode Management" > "Reset Passcode" to reset after logging onto Hang Seng Personal e-Banking.
D. About Application / Download / Re-activation of the Hang Seng Mobile Card
1. Q: How can I apply for the Hang Seng Mobile Payment Service?
A: Existing Hang Seng MasterCard cardholders can only apply for the Hang Seng Mobile Card directly through the Hang Seng Mobile Payment App*. If you do not hold any Principal Hang Seng MasterCard Card, you can apply for the MasterCard Card together with the Hang Seng Mobile Card at the same time via hangseng.com or Hang Seng Personal e-Banking. Once your Principal Card is approved, you can apply for and download the Hang Seng Mobile Card via the Hang Seng Mobile Payment App*.
* You need to logon to Hang Seng Personal e-Banking with the Security Device via the Hang Seng Mobile Payment App.
2. Q: How many Hang Seng Mobile Cards can I apply for?
A: Only one Hang Seng Mobile Card can be issued for each Principal Hang Seng MasterCard Card. Each customer can hold a maximum of 2 Hang Seng Mobile Cards.
3. Q: Why is there no MasterCard for my selection for the Hang Seng Mobile Card application after logging onto Hang Seng Personal e-Banking via the Hang Seng Mobile Payment App?
A: Perhaps your MasterCard Card has not been added to the account list in Hang Seng Personal e-Banking. You can add the account by logging onto Hang Seng Personal e-Banking through your personal computer, then going to "Customer Service" > "Account Maintenance" > "Account List and maintain e-Statement / e-Advice" and inputting your MasterCard account no. to add the account to the list. After adding the account successfully, you can choose the relevant card for the Hang Seng Mobile Card application through the Hang Seng Mobile Payment App.
4. Q: When can I download the Hang Seng Mobile Card after submission of the application?
A: If there is no prior arrangement, you will receive an SMS about the Hang Seng Mobile Card download within 2 working days once the application is approved. You will need to launch the Hang Seng Mobile Payment App, and logon to Hang Seng Personal e-Banking to confirm and verify your status, and then you can download your Hang Seng Mobile Card.
5. Q: How can I download the Hang Seng Mobile Card?
A: You can download the Hang Seng Mobile Card via the Hang Seng Mobile Payment App. You have to input the security code (the 3-digit number printed on the right hand side of the signature panel on the back of the credit card) and the card expiry date of the respective Hang Seng MasterCard Card for authentication. Once authenticated, you can download the Hang Seng Mobile Card right away.
6. Q: Can I download the same Hang Seng Mobile Card to more than 1 NFC SIM Card?
A: No. Each Hang Seng Mobile Card can only be downloaded to 1 NFC SIM Card.
7. Q: Is connection to the internet required for the application, download and re-activation of the Hang Seng Mobile Card?
A: Yes. Your smartphone must be connected to the internet (including Wifi, 3G or above mobile network) so that you can logon to Hang Seng Personal e-Banking via the Hang Seng Mobile Payment App for the application, download or re-activation of the Hang Seng Mobile Card. Also, the mobile network should be operating normally when you re-activate the Hang Seng Mobile Card.
8. Q: Under what circumstances will I have to re-activate the Hang Seng Mobile Card?
A: If your mobile line service is suspended, your Hang Seng Mobile Card will be suspended too. A SMS will be sent to you when the mobile line service is resumed. Then you can logon to Hang Seng Personal e-Banking via the Hang Seng Mobile Payment App to re-activate the Hang Seng Mobile Card.
Also, if you change your mobile phone number, your Hang Seng Mobile Card will be suspended too. You can simply logon to Hang Seng Personal e-Banking via the Hang Seng Mobile Payment App and provide the new mobile phone number. After verification is completed, the Hang Seng Mobile Card will be re-activated.
9. Q: Is the card expiry date of my Hang Seng Mobile Card the same as the physical Hang Seng MasterCard?
A: No. The expiry date of the Hang Seng Mobile Card is 3 years from the card issuance month. When your Hang Seng Mobile Card is going to expire, we will inform you of the arrangements for the renewal the Hang Seng Mobile Card.
If your physical Hang Seng MasterCard Card will expire earlier than the Hang Seng Mobile Card, please renew the physical card before its expiry date, in order to continue using the Hang Seng MasterCard Card and the Hang Seng Mobile Card. Or else, both the physical Hang Seng MasterCard Card and the Hang Seng Mobile Card will be closed at the same time.
10. Q: What is the credit limit of my Hang Seng Mobile Card?
A: The credit limit of your Hang Seng Mobile Card is the same as your Hang Seng MasterCard Card. You can check the credit limit of your Hang Seng MasterCard Card from your credit card statement and via Hang Seng Personal e-Banking.
11. Q: Can I keep using the Hang Seng Mobile Card when my physical Hang Seng MasterCard Card is cancelled?
A: No. When your physical Hang Seng MasterCard Card is cancelled, your Hang Seng Mobile Card will be closed too.
12. Q: If I terminate the csl, can I keep using the Hang Seng Mobile Card?
A: No. If you terminate the csl, your Hang Seng Mobile Card account will be closed.
13. Q: What shall I do if I do not want to use the Hang Seng Mobile Card anymore?
A: You should contact us for closure of the Hang Seng Mobile Card account via the respective Hang Seng Credit Card 24-hour Customer Service Hotline:
- Hang Seng World MasterCard 2998 8111
- The Hong Kong Jockey Club Membership Card / The Racing Club Membership Card 2998 8833
- Hang Seng Platinum Card / Hang Seng Prestige Banking Platinum Card / Hang Seng Credit Card 2998 6899
14. Q: Is there any impact on the Hang Seng Mobile Card if I report the loss of my Hang Seng MasterCard Card?
A: No. But we suggest customers arrange the replacement of their Hang Seng MasterCard Cards, to use for any spending above HKD500.
E. About Using the Hang Seng Mobile Card for Payment and Viewing Recent Activities
1. Q: Is there any upper limit for each transaction?
A: The Hang Seng Mobile Card can be used for transaction amounts of no more than HKD500. If the transaction amount is higher than HKD500, please use your physical Hang Seng MasterCard Card.
2. Q: Can I set one card as the default card if I have 2 Hang Seng Mobile Cards downloaded?
A: Yes. You can choose to set one card as the default card on the "Payment" screen.
3. Q: After pressing the “Pay” button, when do I have to tap the handset on the card reader for payment?
A: After pressing the "Pay" button, a count-down will be shown. You have to tap the smartphone on the card reader for payment within 30 seconds. After the transaction is sent, a message box will appear. Please check the transaction status and amount shown on the sales slip provided by merchant as it serves as final proof of the sales.
4. Q: Can I cancel the transaction when making payment?
A: If the transaction has not been completed yet, customers can simply press "Cancel" to stop the payment process within the 30 seconds timeframe. Please check the transaction status and amount shown on the sales slip provided by the merchant as it serves as final proof of the sales.
5. Q: If I press the “Home” button on the smartphone or open another mobile app after pressing the “Pay” button in the Hang Seng Mobile Payment App, will the transaction be effective when I tap the handset for payment?
A: No. The payment instruction will be stopped immediately after you press the "Home" button on the handset or open another mobile app.
6. Q: If I press the “Pay” button while queuing up, and my smartphone screen is locked or in sleep mode, will the transaction be effective when I tap for payment?
A: Yes. For your convenience, the transaction instruction is valid within the 30 seconds timeframe even if your smartphone screen is locked or in sleep mode.
7. Q: Can I use the Hang Seng Mobile Card to get cash advances or to make online purchase / mail order / phone order transaction?
A: No. The Hang Seng Mobile Card can only be used for payment transactions at merchant outlets via a card reader.
8. Q: Can I use the Hang Seng Mobile Payment Service overseas?
A: Yes. Readers supporting MasterCard PayPass contactless payment can also support the Hang Seng Mobile Payment Service. Yet we suggest cardholders take along their Hang Seng MasterCard Card when travelling overseas.
Roaming service is not required when making payments with the Hang Seng Mobile Card overseas.
9. Q: Do I need to have my smartphone connected to the internet when making payments?
A: Internet connection is not required.
10. Q: Can I redeem Cash Dollars / Merchant Dollars when making payments with the Hang Seng Mobile Card?
A: Yes, you can. Please inform the cashier that you would like to redeem Cash Dollars / Merchant Dollars when making payments at designated Cash Dollars / Merchant Dollars merchant outlets. The Cash Dollars / Merchant Dollars will be deducted from your account.
11. Q: Are the Cash Dollars / Merchant Dollars of the Hang Seng Mobile Card counted separately from the Hang Seng MasterCard?
A: No. The Hang Seng Mobile Card is a sub-account of the Hang Seng MasterCard Card. Therefore, the earning and redemption of Cash Dollars / Merchant Dollars from the Hang Seng Mobile Card and the Hang Seng MasterCard Card will be counted as a whole.
12. Q: Why is the transaction amount shown in the message after the transaction is sent different from the one shown on the credit card sales slip when I use Cash Dollars/ Merchant Dollars for that transaction?
A: The transaction amount recorded in the Hang Seng Mobile Payment App does not include the deduction of Cash Dollars / Merchant Dollars. Please check the transaction status and amount shown on the sales slip provided by the merchant as it serves as final proof of the sales.
13. Q: Are all transactions made with the Hang Seng Mobile Card shown on the “Recent Activities” screen? Is the transaction amount displayed the same as the one shown on the credit card sales slip?
A: The latest 20 transactions sent successfully will be displayed on the "Recent Activities" screen. As the transaction amount recorded in the Hang Seng Mobile Payment App does not include the deduction of Cash Dollars / Merchant Dollars, please check the transaction status and amount shown on the sales slip provided by the merchant as it serves as final proof of the sales.
14. Q: Will Hang Seng Mobile Card transactions be shown on the credit card statement?
A: Yes.
F. About the Security of the Hang Seng Mobile Card/ Hang Seng Mobile Payment App
1. Q: Will the Hang Seng Mobile Payment App close automatically when it is idle?
A: To protect your interests, the Hang Seng Mobile Payment App will be terminated when it is idle for 2 minutes.
2. Q: Will my Hang Seng Mobile Card information be stolen if my handset is lost?
A: Please be assured that all credit card information stored in the NFC SIM Card is encrypted. You should immediately contact Hang Seng Bank to report card loss via our 24-Hour Lost Card Hotline 2836 0838. Also, we will try to delete the credit card information in the NFC SIM Card but it is subject to the mobile network condition.
3. Q: If my handset or NFC SIM Card is lost, stolen or misused, what is the maximum amount of unauthorized transactions I will be liable for?
A: The same as the physical credit card, you will be liable for all unauthorised Hang Seng Mobile Card transactions before we are actually notified of such incidents. Your liability for all unauthorised Mobile Card transactions is up to HKD500 per Hang Seng Mobile Card.
G. Other Frequently Asked Questions
1. Q: Can I continue using the Hang Seng Mobile Payment Service if I change to a new smartphone and use the same SIM Card?
A: Yes. You can register the same NFC SIM Card to a maximum of 3 smartphones and input the same Passcode once on each smartphone. You are not required to input the Passcode again if you use the Hang Seng Mobile Payment App with the same NFC SIM Card for those 3 registered smartphones. But when you register the 4th smartphone to the NFC SIM Card, the earliest registered smartphone record will be deleted, and so on.
2. Q: Can I continue using the Hang Seng Mobile Payment Service if I change to a new SIM Card?
A: Hang Seng Mobile Card information is stored in the NFC SIM Card. Once you change your SIM Card, we will close the relevant Mobile Card account. Please be reminded to destroy and dispose of the old SIM Card. To continue using the Hang Seng Mobile Payment Service, you are required to apply for a new Hang Seng Mobile Card via logging onto Hang Seng Personal e-Banking with the Hang Seng Mobile Payment App.
3. Q: Where is the NFC receiver on my NFC smartphone?
A: It is different for each mobile smartphone. Please contact the specific smartphone manufacturer for enquiries or refer to the smartphone manual.
4. Q: If I am not using the battery from the handset manufacturer, is there any impact on using the Hang Seng Mobile Payment Service?
A: If you are not using the battery from the smartphone manufacturer, the NFC function may be impacted. Please contact the specific smartphone manufacturer for enquiries.
5. Q: If I delete the Hang Seng Mobile Payment App from my smartphone, can I download the Hang Seng Mobile Payment App from Google Play Store and install the app again to use the Hang Seng Mobile Payment Service?
A: Yes.
H. Customer Service Hotline
Hang Seng Credit Card 24-hour Customer Service Hotline:
- Hang Seng World MasterCard 2998 8111
- Hong Kong Jockey Club Membership Card / The Racing Club Membership Card 2998 8833
- Hang Seng Platinum Card / Hang Seng Prestige Banking Platinum Card / Hang Seng Credit Card 2998 6899
csl 24-hour Customer Service Hotline: 1000
(2) Other FAQ
Q1. What is NFC?
A1. NFC - Near Field Communication is a short distance transfer technology. Customer can complete actions like payment, read information or exchange data by simply tap on a compatible reader with a NFC capable handset.
Q2. Will use of Hang Seng Mobile Payment service incur any extra charges?
A2. csl will not incur extra charges on the transaction of Hang Seng Mobile Payment service. Customer should contact bank for any possible extra charges.
Q3. Will the service be affected if I change the registered name (TOO)?
A3. Yes. Customer cannot continue the service after TOO.
Q4. I downloaded the Hang Seng Mobile Payment app in mobile but still cannot use the service. Why?
A4. Customer must ensure his mobile service is normal (e.g. without outstanding payment), inserted NFC enabled SIM card, activated handset NFC function, using original accessory including battery and back cover. Some handset like the Samsung GALAXY S4 must require users to enable UICC/USIM as payment mode in NFC payment settings. If it still fails, please contact Hang Seng Bank for details.
