Help and Support

Frequently asked questions

Enter your username on the online banking log on page, then select ‘Log on with password instead’. Next, choose 'Forgotten your password'.

If you can remember the answer to your security question, select ‘Security question and SMS one-time code’
If you activate Digital Authentication, select ‘QR code and SMS one-time code’
If you want to continue by using your physical Security Device, select ‘Security code and SMS one-time code’
If you can’t use any of these solutions, select ‘I'm unable to use any of these methods’, then select ‘Reset security details and go to branch to complete the reset process’

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Digital banking

Manage your banking needs with HSBC Mobile Banking, WeChat Service Account or Online Banking anytime, anywhere.

Mobile banking This link will open in a new window

WeChat account This link will open in a new window

Online banking This link will open in a new window

Digital Authentication

We've launched Digital Authentication to bring you a safer and faster way to bank, online and on mobile, without the need to carry a physical Security Device.

How to activate Digital Authentication This link will open in a new window

How to log on to online or mobile banking after activating Digital Authentication This link will open in a new window

About physical Security Device This link will open in a new window

Online application form download

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In our download centre you can access online application forms and other relevant documents for our products and services.

Fees and tariffs

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Please be aware that the revised personal account fees and tariffs came into effect on 1 Apr 2024.

FAQs

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Find the answers to the most frequently asked questions about our Personal and Small Business Banking products and services.

Mandatory information

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Find out more about important notices, HSBC's privary & security policies, hyperlink policy, terms of use of this website and system maintenance information.

Online Security

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Learn more about how to protect yourself when banking online. Read our 10 top tips to improving online security.

Repayment assistance

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It's vital that you talk to us if you're having trouble repaying your loan. Our Credit Control Services team is here to help you find a solution.

Online customer service

The online customer service provides the service (in simplified Chinese only) for the whole customer journey. You may access to the service by a few steps.

HSBC China Mobile Banking app