| 1. |
What is Hang Seng MasterCard SecureCode Service? |
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| Q: |
What is Hang Seng MasterCard SecureCode Service? |
| A: |
This is an online security service introduced by MasterCard International to make transactions via the Internet safer:
- No additional software required
- Reduced risk of unauthorised online transactions
- Increased confidence when shopping on the Internet |
| Q: |
How do I verify my identity during online purchases? |
| A: |
| - |
When shopping online, customers will be connected to Hang Seng to authenticate their identity at the point of purchase. |
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Customers have to enter their self-selected SecureCode to enable Hang Seng to verify their identities. |
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| Q: |
How secure is it? |
| A: |
MasterCard SecureCode Service adopts Personal Greeting to provide you with extra protection:
The Personal Greeting created by customers will appear in the Hang Seng MasterCard SecureCode Service window whenever they make online purchases. Customers should check that the Personal Greeting is correct before entering their SecureCode to ensure their transaction is being authenticated by Hang Seng. |
| Q: |
Who is eligible for this service? |
| A: |
| - |
All Hang Seng Personal MasterCard customers
are eligible to register for this service for free. |
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Registration is fast and easy. All you need is your Personal e-Banking User Name and password. |
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| 2. |
How to register for Hang Seng MasterCard SecureCode Service? |
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| Q: |
Can I register with my existing Hang Seng MasterCard or do I need to apply for a new one to use the service? |
| A: |
You don't need to apply
for a new MasterCard. All existing Hang Seng Personal MasterCard
customers can register this service. |
| Q: |
Can I register more than one Hang Seng MasterCard? |
| A: |
Yes, you can register all your Hang Seng Personal MasterCards one by one. |
| Q: |
Can I register with my Hang Seng Visa Card? |
| A: |
Hang Seng MasterCard SecureCode Service is designed to support Hang Seng MasterCard only. For Hang Seng Visa Card customers, please register for Hang Seng Verified by Visa Service for safer online purchases. |
| Q: |
I have given a supplementary card to my spouse. How does Hang Seng MasterCard SecureCode Service work for the two of us? |
| A: |
Hang Seng MasterCard SecureCode Service works for both of you. Each of you needs to register and create your own SecureCode independently. Please note that each Hang Seng MasterCard customer will need to register and create his/her own SecureCode to shop at participating online stores. |
| Q: |
Is there any charge for registration? |
| A: |
No, registration is FREE of charge. |
| Q: |
How do I register my Hang Seng MasterCard? |
| A: |
| - |
You can register for MasterCard SecureCode Service via Personal e-Banking. |
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During the registration, you will be asked to create your own SecureCode for payment authentication and your Personal Greeting for authentication of the card issuing Bank. |
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Upon confirmation of registration information, please read and accept the Hang Seng MasterCard SecureCode Service Terms & Conditions. |
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| Q: |
Are there any special requirements when setting the SecureCode? |
| A: |
The SecureCode should contain eight letters and/or numbers (with no spaces or symbols). The SecureCode should not be associated with your name, birthday, ATM / Phone Banking / Personal e-Banking PIN and/or User Name. |
| Q: |
When I renew my Hang Seng MasterCard, do I need to register for the service again? |
| A: |
You'll receive a new card under the same card number upon renewal. Therefore, you do not need to re-register for this service. |
| Q: |
After registration, how long does it take for Hang Seng MasterCard SecureCode Service to be activated? |
| A: |
| - |
For security reasons, our staff will contact you within three working days after registration for confirmation before you can start using the service. |
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A confirmation letter will also be sent to you by mail. |
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| Q: |
If I lose / transfer / upgrade my Hang Seng MasterCard, do I need to re-register the Hang Seng MasterCard SecureCode Service when I receive a new card? |
| A: |
Yes, you will need to add
the new card account number in your Personal e-Banking account
list by selecting "Customer Service"
> "Account Maintenance" > "Account List"
after logon Personal e-Banking.
Once the addition is completed, please access the "MasterCard SecureCode Service" via Personal e-Banking to register again. |
| Q: |
Why can't I find my MasterCard number in the account list for registration? |
| A: |
If your credit card is newly issued, you need to add the card account into your Personal e-Banking account list by selecting "Customer Services" > "Account Maintenance" > "Account List" after logon Personal e-Banking.
Once the addition is completed, please access "MasterCard SecureCode Service" via Personal e-Banking for registration. |
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| 3. |
How can I use Hang Seng MasterCard SecureCode Service? |
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| Q: |
Do I need any special hardware or software on my computer for using use Hang Seng MasterCard SecureCode Service? |
| A: |
Your computer only needs an Internet browser, such as Microsoft Internet Explorer version 5.01 or above, or Netscape Navigator 4.5 or above. |
| Q: |
What is a Personal Greeting? |
| A: |
When you register for Hang Seng MasterCard SecureCode Service, you will be asked to create a Personal Greeting. When you pay online, always look for this Personal Greeting to ensure that Hang Seng is authenticating your identity. |
| Q: |
Once registered, how can I use Hang Seng MasterCard SecureCode Service when I shop online? |
| A: |
The Personal Greeting created by customers will appear in the Hang Seng MasterCard SecureCode Service window whenever they make online purchases. Verify the Personal Greeting before entering the SecureCode to ensure the transaction is authenticated by Hang Seng. |
| Q: |
Where can I shop with the Hang Seng MasterCard SecureCode Service? |
| A: |
You can shop at any online store that has the MasterCard SecureCode symbol. |
| Q: |
: How will the online stores know that I have registered for Hang Seng MasterCard SecureCode Service? |
| A: |
If you have already registered for Hang Seng MasterCard SecureCode Service, participating online stores will be able to identify your MasterCard number. |
| Q: |
If I have not registered, can I use Hang Seng MasterCard SecureCode Service when I shop online? |
| A: |
If you have not registered for this service, you will not be able to make online purchases from MasterCard SecureCode merchants because we cannot authenticate your identity. |
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| 4. |
Customer Service |
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| Q: |
What should I do if I have forgotten my SecureCode? |
| A: |
You may access Personal e-Banking and click "MasterCard SecureCode Service" > "Update Customer Record" section to reset the SecureCode. |
| Q: |
Can I change my SecureCode? |
| A: |
| - |
You can change your SecureCode at any time in the "MasterCard SecureCode Service" > “Update Customer Record" section of Personal e-Banking. |
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Your new SecureCode should contain eight letters and/or numbers (with no spaces or symbols), and must be different from your User Name and your old SecureCode. Please note that the SecureCode is upper and lower case sensitive. Your three most recent previous SecureCodes cannot be re-used. |
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| Q: |
I have consecutively entered the wrong SecureCode for three times while making online purchase. Now I cannot use Hang Seng MasterCard SecureCode Service, what should I do? |
| A: |
You can unlock your selected profile at any time in the "MasterCard SecureCode Service" > "Update Customer Record" section of Personal e-Banking. Your old SecureCode will be retained after the profile is unlocked. If you have already forgotten your old SecureCode, please change it after you have unlocked your profile. |
| Q: |
If I suspect my SecureCode has been stolen or is being used to make fraudulent purchases, what should I do? |
| A: |
You should report this to
our Hang Seng Card Centre 24-Hour Customer Service Hotline on
2398 0000 as soon as reasonably practicable. |
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| The above information is for reference only. Please contact our staff for full details and terms and conditions. |
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