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    Security tips when using cards

    Overview

    To protect your interest, you should store your digital identity securely and stay alert when using your cards. Always make sure the merchant is legitimate before providing any sensitive credit/debit card information.

    Credit/debit card fraud can happen in various ways. Let's learn common scam signs and tips to prevent you from becoming the victim of credit/debit card fraud.

    Security tips when using cards

    Fraud prevention advice

    Here are some measures you can take to protect yourself:

    • Understand the risks of using biometrics (i.e. fingerprint or face recognition), Mobile Security Key or device binding as authenticators for making payments (e.g. contactless mobile payments) and how to protect your devices and those authentication methods
    • Keep your authentication methods (e.g. passwords and one-time security codes) safe. Never share your digital identity with anyone you don't know unless you know it’s a legitimate request, including credit/debit card numbers, CVV/CVC code, PINs or one-time passwords (OTPs)
    • Remember, the Bank will never ask you to provide any sensitive information via SMS or email
    • Check your credit/debit card transaction records on Hang Seng Personal e-Banking and mobile app daily if possible and if you find any unusual activity, report it to us immediately
    • Before making any online transactions, make sure the shopping sites are secure and authentic, get more tips to prevent online shopping scams
    • Stay alert and do not open any unsolicited emails, links or attachments
    • If you receive suspicious messages that appears to come from your relatives or friends, verify their identities carefully
    • Say no to unsolicited callers seeking your private information
    • Stay alert to any high investment return opportunities, fully research on the investment agencies before making any investments
    • Read the content of the SMS OTP (such as merchant name and amount) before authorising the transaction
    • Stay alert to any suspicious phishing email, SMS or calls which often look as if they are from trusted companies (some brand logos seem remarkably genuine or similar) to trick cardholders into revealing sensitive credit/debit card details
    • Regularly check Security Information Centre for the most updated security tips

    Your responsibility as a cardholder

    • You must inform us as soon as possible if you suspect your credit/debit cards or authentication methods (e.g. passwords and one-time security codes) have been lost, stolen or compromised
    • In all of your credit/debit card transactions, your identity is verified through the procedure under the Cardmember Agreement. You are thus liable for these transactions according to the Cardmember Agreement, including unauthorised card transactions due to negligence
    • Authorising the transaction means that you have approved and granted a merchant permission to charge your credit/debit card and it cannot be held or cancelled. The transaction will be shown on the card account statement for your reference
    • You should make sure the merchant is genuine before approving the transaction by inputting OTP
    • If you have any concerns, you may call our Customer Services Hotline listed at the back of your credit/debit card or report to the Hong Kong Police immediately for further assistance and investigation
    • If you have lost your credit/debit card, please report to us immediately via 24-hour Report Lost Card Hotline at (852) 2836 0838 or via Hang Seng Personal e-Banking or mobile app ("Cards" > "Manage Card" > "Report and replace lost card") for credit card and ("Settings & Security" > "Report & replace lost card") for debit card.

    Watch out for these scam signs

    Fraudsters advertise on social media platforms to attract victims with limited editions and discounted products and require them to pay before shipping. After fraudsters receive the payment, they will disappear together with their social media page.

    Fraudsters pretend to be merchants, offering goods with prices that are more attractive than the official retail price and use fake websites to steal victims’ credit/debit card information and OTP so they can make large purchases to defraud money.

    Fraudsters pretend to be the real merchants, banks or government officials, making phone call, send SMS or email to collect your credit/debit card details. They create fake scenarios to reduce your alertness or make you panic. Common cases can be requiring you to pay additional delivery fees for parcels, claiming to cancel fraudulent transactions, claiming that your family or friend is in emergency or offering free gift card.

    Footnote

    Beware of scams! Don't provide bank, credit card, debit card, investment, insurance and MPF accounts or other key personal information via links embedded in suspicious messages claiming to be from us.