Hang Seng Bank  
Frequently Asked Questions
e-Services - e-Statement / e-Advice - Maintain e-Statement/e-Advices
   
Q: Who can perform online selection of receiving e-Statements/e-Advices or printed statements/advices ?
Q: How to select e-Statement/e-Advices ?
Q: Will the company be able to receive the printed statements after successful application of e-Statement Service?
Q: If a Primary User has already selected e-Statement/e-Advices, can the company resume receiving printed statements/advices?
Q: Can e-Statement/e-Advices be selected for one account and printed statement/advice for another?
Q: What will happen if Primary User(s) make several "Maintain e-Statement/e-Advice" instructions within the same day?
Q: When will a "Maintain e-Statement/e-Advice" instruction be effective?
Q: Will e-Statements/e-Advices or printed statements/advices be sent for new accounts?
Q: What will happen if Primary User's profile is suspended?
Q: What can the company do if it does not require e-Statement/e-Advices Service?

Q: Who can perform online selection of receiving e-Statements/e-Advices or printed statements/advices?
A: Any Primary User is authorized to switch between receiving e-Statements/e-Advices or printed statements/advices for all accounts for which the bank provides e-Statement/e-Advice Service.
   
Q: How to select e-Statement/e-Advice?
A: Accounts offering e-Statement/e-Advice Service are shown at the "Maintain e-Statement/e-Advice" page. Primary User can select account(s) to receive e-Statement/e-Advice at the "Receive e-Statement/e-Advice" column, then follow directions on the screen to submit such instruction(s). The company will continue to receive printed statements/advices for unselected account(s) and account(s) not eligible for e-Statement/e-Advice Service at the moment.
   
Q: Will the company be able to receive the printed statements/advices after successful selection to receive e-Statement/e-Advices?
A: If a Primary User has chosen to receive e-Statement/e-Advice for an account, the company will no longer receive any printed statements/advices for that account.
For Commercial Card e-statement, if Primary User has opted for receiving e-statement in December 2022, cardholders will still receive paper individual monthly statements for December 2022 statement. Cardholder will receive e- statements starting from January 2023 statement.
   
Q: If a Primary User has already selected e-Statement/e-Advice, can the company resume receiving printed statements/advices?
A: Yes. To resume receiving printed statements/advices, a Primary User may simply uncheck the "Receive e-Statement/e-Advice" box of the corresponding account. Users will no longer receive e-Statement/e-Advice for the selected account(s).
   
Q: Can e-Statement/e-Advice be selected for one account and printed statement/advice for another?
A: Yes. Primary User can select account(s) to receive e-Statement/e-Advice at the "Receive e-Statement/e-Advice" column. Please note that for Business Integrated Account, your selection of "Receive e-Statement/e-Advice" will also applicable to the Securities Account under your Business Integrated Account.
   
Q: What will happen if Primary User(s) make several "Maintain e-Statement/e-Advice" instructions within the same day?
A: The cut-off time for instruction is 00:00 every day. If several "Maintain e-Statement/e-Advice" instructions were placed within the same day, only the last instruction will be processed.
   
Q: When will a "Maintain e-Statement/e-Advice" instruction be effective?
A: It will be effective on the next statement/advice issuance date of the selected account(s). For Commercial Card e-statement, if Primary User has opted for receiving e-statement in December 2022, cardholders will still receive paper individual monthly statements for December 2022 statement. Cardholder will receive e- statements starting from January 2023 statement.
   
Q: Will e-Statements/e-Advices or printed statements/advices be sent for new accounts?
A: For each newly opened account or existing account newly linked to Business e-Banking, the company will continue to receive printed statements/advices by default. A Primary User can submit a "Receive e-Statement/e-Advices" instruction online for a particular account if such service is available.
   
Q: What will happen if Primary User's profile is suspended?
A: If the profile(s) of all Primary User(s) is/are temporarily suspended (i.e. no Primary User can access Business e-Banking) on a statement/advice issuance date, printed statements/advices will be mailed to the company. Upon reactivation of one Primary User's profile or addition of a new active Primary User, the statement delivery mode selected before suspension will be restored.
   
Q: What can the company do if it does not require e-Statement/e-Advices Service?
A: The company may ask all of their Primary User(s) not to choose e-Statement/e-Advices for designated account(s) in Business e-Banking or request the Bank to delete the e-Statement/e-Advices Service. The company may delete or re-activate the e-Statement/e-Advices Service by completing the Hang Seng Business e-Banking Services Amendment / Termination Form.