FAQs: Online Banking

No. Once you've activated Digital Authentication successfully, your physical Security Device will be disabled. You'll need to use your 6-digit PIN or biometric authentication to log on to the HSBC China Mobile Banking app or make transactions.

You don't need to activate Digital Authentication if you want to continue using your physical Security Device. But please note that you'll only be able to use online banking, and some functions may not be available if you don't have your physical Security Device on hand.

Once you've activated Digital Authentication successfully, your physical Security Device will be disabled. You're free to dispose of it.

You can reset your 6-digit PIN in mobile banking. Here's how:

• Select 'Log on with PIN' in mobile banking.
• Select 'Forgot your PIN'.
• 'Enter your password' and select 'Continue', then choose 'Send activation code'.
• Enter the activation code and set a new 6-digit PIN.

Your Digital Authentication can only be activated on one mobile device at a time. Here's how to reset it, depending on your situation.

If your old phone is still working:

1. Log on to the HSBC China Mobile Banking app on your old phone, select 'Me' at the bottom of the screen.
2. Go to 'Security', select 'Manage devices' and find the device currently linked to your account.
3. Remove the device and log off.
4. Install the HSBC China Mobile Banking app on your new device and complete your activation by following instructions under 'How to activate Digital Authentication'.

If your old phone is not working:

1. Log on to HSBC China Online Banking with your username and password.
2. Select 'Contact HSBC', then 'Manage devices'.
3. Go to 'Manage your devices' and select 'Remove device'.
4. Install the HSBC China Mobile Banking app on your new device and complete your activation by following instructions under 'How to activate Digital Authentication'.

Please log on to online banking and unlink your device as soon as possible. Here's how:

• Log on to HSBC China Online Banking with your username and password.
• Select 'Contact HSBC', then 'Manage devices'.
• Go to 'Manage your devices' and select 'Remove device'.

If you can't log on to online banking, please call our 24/7 customer service hotline on 95366 for assistance.

Yes. To keep your account safe, you'll still need your password to perform certain actions. For example, changing your password or adjusting your transaction limits.

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'
  

You can log on to your Online Banking account anytime and anywhere. Currently, you can access these services:

• Account enquiries
• Transactions and remittances
• Exchange rate / interest rate enquiries
• Time deposits
• Online FX Conversion
• Global View 
• Wealth Management
• Overseas Investment Plan – Fund trading platform
• Online Structured Investment Trading Platform

You can also stop cheque payments, make statement requests, order a cheque book, change personal details and set up alerts. 

Online Banking allows you to access your accounts 24/7. However, certain transactions may only be effected on the next business day due to the bank’s cut-off time.

*Please be aware that the service range and service hours of Online Banking might be adjusted from time to time. Details will be updated on the system settings and there will be related announcements. 

To access HSBC Online Banking, you will need:

• A computer with internet access.
• A modem and a telephone line or other Internet connection services such as ADSL. 
• A browser – HSBC's online banking service will work in most internet browsers. For the best experience we recommend Chrome (latest version), Firefox (latest version), Safari (latest version), or Internet Explorer (version 11 and above).
• The HSBC Online Banking screens are best viewed when screen resolution is set at 1024x768 or higher.
   

Besides, you also need to have 'cookies' and 'JavaScript' enabled on your browser. To do this on Microsoft Internet Explorer you should: 

• Click on "Tools" on the browser toolbar and select "Internet Options".
• Choose the "Security" tab.
• Click "Custom Level".
• Click "Allow cookies that are stored in your computer".
• Click "OK".

As long as you have an account with HSBC you are eligible to register for this service. However, this service is presently not available for account holders of joint accounts where the signing instructions are "to sign jointly". 

Customers already registered for our Phone Banking service can immediately register online for HSBC Online Banking using their current Phone Banking Number (PBN) and Personal Identification Number (PIN).

Or customers can register with their debit card number, issue number and PIN.

Other customers who have not yet registered for our Phone Banking service should dial our national toll free customer service hotline on +86 400-820-8878 to get their Phone Banking Numbers (PBN) and then register online. 

After you have registered for HSBC Online Banking, those accounts that you hold with the bank that are currently supported by HSBC Online Banking will be automatically displayed. These accounts will be accessible through this service. Joint accounts, where signing instructions are "to sign jointly", are not available to be accessed through HSBC Online Banking. Please note that newly opened accounts will not be immediately available in your Online Banking until the day after your bank account opening.

If you do not wish to show any one of your account(s), you may unmark the relevant account to remove it from view. If you change your mind at a later stage, the de-activated accounts can be re-instated with the "Select/Deselect" option.

Newly opened accounts will not be automatically be added to your account summary, but such accounts will be available for selection in the "Select/Deselect" option. 

You can access your accounts from anywhere as long as you have Internet access with browser such as Internet Explorer, Safari, Firefox or Chrome.

Global View is an internet banking service exclusively for HSBC customers. HSBC customers can view information about their HSBC accounts held in other countries or regions through the Global View service.

Every screen of HSBC Online Banking has a Help option, designed to assist you in obtaining clarifications on common queries. If you have further queries, you may dial our customer service hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan). Our staff will assist you with any query or complaint about the use of HSBC Online Banking or general banking queries. If you need to write to us concerning HSBC Online Banking, please send us a mail through the "Send A Message" option in the "Services" menu. 

If you have a query about your internet connection, please contact your local internet service provider for assistance.

The national toll free customer service hotline for HSBC Online Banking is 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan).

Your transactions are restricted by limits set by the bank and yourself. The maximum daily limits are set for each kind of transaction. After registered to HSBC Online Banking, you need to set up Online Banking daily transfer limits at our branch before you can make any third party transfer. Then, you are also able to reduce your daily limits for each category of transaction anytime. If there's a need to increase the transfer limit, you will need to visit the branch in person.

Once you are back online, check your account balances and transaction history, or dial our national toll free customer service hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan) immediately.

This means that the Java applet is not completely loaded to your browser. Please follow the instructions below to complete the installation: 

• Click on the "Refresh" button in the browser's top navigation bar 
• Re-select the transaction and wait for the loading to be completed 
• Proceed again with your transaction. If this does not help, clear the browser's Temporary Internet Files and log on again.
• To clear the browser's Temporary Internet Files  on Microsoft Internet Explorer:  
• Click on "Tools".
• Select "Internet Options". 
• Click on "General". 
• Click on" Delete Files within the Temporary Internet Files" section. 
• Click "OK". 
• Close and restart your browser.

Your computer has probably encountered a problem. Close and restart your browser. If it still does not work, restart your PC and try again. If the problem is still there, please dial our customer service hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan) or email us through the "Send Message" option on our website.

You may have to clear your browser cache to help solve this problem. Please follow the instructions below to clear the cache.

On Internet Explorer:  

• Click on "Tools". 
• Select "Internet Options". 
• Click on "General". 
• Click on "Delete Files within the Temporary Internet Files" section. 
• Click "OK". 
• Close and open your browser again.

The PBN is a 10-digit number and the PIN a 6-digit number, both of which are allocated to you when you first register for either HSBC Online Banking or our Phone Banking service. PBN and PIN allows the bank to uniquely identify you as a customer and must be used when accessing both HSBC Online Banking and Phone Banking services. You will be asked to create new username and password for your Online Banking during registration.

Your password is important. Follow the provided security tips when creating your password. 

Please dial our customer service hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan) for assistance. The PBN and PIN will be separately sent to you by normal mail and registered mail respectively upon your successful application.

You will be entitled a 30-day period after self-registration, which is referred to as 'Security Device Activation Grace Period'. During this Grace Period you can log on to online Banking session using your Internet Banking username and password only and enjoy part of our internet banking services. Meanwhile, a Security Device will be sent out to your correspondence address within three working days after self-registration. You will only be able to access full services after you receive your Security Device and activate it.

Some of our functions require a one-time-password (generated by a Security Device), thus the functions available during this period are limited. Before activating your Security Device, you do not have permission to complete the following requests:

• Transfer to a third party account (including: other HSBC account, local beneficiary, overseas beneficiary and Renminbi HK/Macao Remittance account)
• Update/proceed saved transfer
• Update personal information and contact information
• Update correspondence address
• Request replacement PIN
• Order Cheque book 
• Stop Cheque or report Cheque loss
• Global View

Once you have reached the maximum number of deferrals for activating your Security Device, you must activate it to continue accessing our Internet Banking services. If you have not received a Security Device, or if your Security Device has been lost or stolen before it's activated, please contact our hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan) to request a new Security Device be mailed to you. Before receiving the new Security Device, you will not be able to log onto Online Banking services or use any functions.

Once your Security Device has been activated, you are always required to enter your one-time-Security Code to log on. If you've lost your device after activation, you will not be able to log on to Online Banking until you receive a new one. You may contact our hotline 400-820-8878 (Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan) on such issues to request for a new Security Device. You will not be able to log onto Online Banking and use any functions before you receive and activate your new Security Device.

To change the password, all you have to do is to click on the 'Change Online Banking Password' button. You will have to enter your old password and the new password (twice) in the boxes provided. After entering all the required information, you may click the 'Proceed' button.

You have entered an incorrect password. Please re-enter the correct password. If you fail to enter the correct password three times your account will be temporarily locked by the system.

You can set your preferred browser as a 'trusted browser' so you don't have to complete the verification process every time you log on to online banking.

To keep your account safe, we suggest that you only do so with browsers on your personal device, and that you avoid logging on to online banking on a public computer.

If you've activated Digital Authentication

1. Go to online banking, enter your username, scan the QR code to log on using mobile banking, then select 'Approve'.
2. Choose 'SMS/text to mobile phone number' and we'll send a verification code via SMS to the mobile phone number you've registered with us.
3. Select 'Trust this browser' to complete.

If you haven't activated Digital Authentication or wish to continue using a physical Security Device

1. Go to online banking, enter your username, then select 'Log on with security code'.
2. Choose 'Generate code using my physical Security Device' once you've logged on.
3. Open your physical Security Device, press the green button to get a verification code. When 'HSBC' shows on the screen, enter the code from your device and select 'Trust this browser'.
   

To deregister your online banking account, please log on to the HSBC China Mobile Banking app. Select the earphone icon in the top-right corner of the home screen. Next, select '11.电子银行账户注销申请' to submit your request.

Note: Once you've deregistered your account, you won't be able to log on to the HSBC Online Banking, HSBC China Mobile Banking app and HSBC WeChat Mini Programs.

You can open a Time Deposit by transferring funds from an existing account with us. Log on to Online Banking and go to 'Open New Time Deposit'. Choose the type of deposit, tenor and transfer amount, plus which account you want to be debited. You will then be asked to confirm the details you have entered. After we have verified your details, you will see a confirmation that we have opened your Time Deposit.

Yes, log on to Online Banking and go to 'Set-Up/Change Maturity Instruction' in the Time Deposits section. Here, you can give instructions to: 

• Renew the total balance (principal + interest) for a new term 
• Renew the balance only for a new term and withdraw interest 
• Add or withdraw funds on maturity 
• Not renew and deposit the total balance (principal + interest) to your selected account

Yes, interest/foreign exchange rates regarding major currencies are available under 'Rates Enquiry'. You can also use our currency calculator for conversion between two currencies.

The transfers that you can perform are: 

• From one of your accounts held with the Bank to another of your accounts or third party accounts held within the Bank (In-house Transfer). 
• Local Payment to banks within Mainland China.
• You can also make payments to third parties who do not have an account with the Bank by requesting for Telegraphic Transfer online. 
• Renminbi Hong Kong Macao account remittance.

The In-house Transfers and Renminbi local payment to banks within Mainland China made to beneficiary accounts can be set up to be made at a specified future date or set up as recurring transfers. 

Please be reminded that certain transfer transactions cannot be carried out online due to local regulations by SAFE. The success of certain transfer transactions are dependent on the legal documents/certificated provided to HSBC according to the local regulations.

Yes, your transactions are restricted by limits set by the bank and yourself. The maximum daily limits are set for each kind of transaction.

After you have entered the transfer details and have chosen the type of transfer that you require, you have to click on 'Send' for processing. You are then shown the details you have entered giving you an opportunity to check them once again. You can confirm or change your instruction at this point. Once you have confirmed your operation, the screen will display a final acknowledgement that your transfer has been processed. A unique transaction reference number is displayed for the transaction, which must be quoted if you have any query on the transfer. You can also select 'Transfer History' to check the transaction status, it will display as 'Processing', 'Completed' or 'Rejected'.

When you make transfers, you have an option to transfer immediately or on a future date. Transfers that are scheduled to occur on a future date are called Scheduled Transfers. 

Standing instructions for Recurring Payments can be set up in In-house Transfer and Renminbi local payment to banks within the Mainland China module. For example, you could set up an In-house Transfer or Renminbi local payment to banks within Mainland China recurring instruction to transfer a fixed sum of money every month to a particular account within the bank. 

After setting up Scheduled Transfers or Recurring Transfers, you may view the transfers that you have scheduled. Scheduled Transfers and Recurring Transfers for overseas remittance are not available at the moment.

Transfers that were carried out immediately cannot be changed or deleted. 

If you have set up Scheduled Transfers or Recurring Transfers that are yet to be carried out, you may change or delete these through the respective pages.

'Pre-Designated Payee Transfers' refers to the payee who was set up at our branch by filling out the form. This function is available for in-house third party transfers, Renminbi local payment to banks within Mainland China and FCY overseas remittance.

You must set up the predefined payee by filling in the application form at your branch to enjoy the higher daily transfer limit via this service. These pre-designated payees can be deleted via Online Banking but cannot be added or revised online.

By clicking on the account number shown against each account, a detailed view of the entries in your account will be shown. The transactions will be displayed in date order with details like date, a brief description of the transaction, debit/credit amount and the corresponding balance. If you need more information on any particular transaction, click on the date of the particular transaction.

Transactions since your last two statements were generated will be displayed in the 'View Account History' screen.

Your daily transfer limits are restricted by limits set by the bank and yourself. An upper limit of each transaction has been set by the Bank. 

After finishing the registration for HSBC Online Banking, you will need to visit a local branch to set up your Online Banking daily transfer limits before you can conduct any third party transfer. You can reduce your daily transfer limits via your Online Banking at anytime. However, you will have to visit a local branch in order to increase your daily transfer limits. 

The interim statement would be from the date when the last statement was sent to you until the request date. You can also request a statement on any of your accounts (no more than 12 months). Alternatively, you can print your account details directly from the 'View Account History' screen.

You can make requests through 'Request Account E-Statement or E-Advice' under 'Statements/Advices' option. 

If you have requested E-Statement, you can select 'Download E-Statement' through the 'Service' option to download and print your statements by clicking on the 'Print' option on the browser. Your statements can be downloaded as a QIF format file for use with software like Quicken or MS Money. 

You can view your E-Advice by clicking 'Read Message' under the 'Service' menu. These will not be sent to you in paper form.

Yes, you can change details such as home and office telephone numbers, email address and many other personal details through the 'Update to Personal Details' option. You can update your address through our 'Update Correspondence Address' option in the Services menu.

Functions under 'Message' option include:

• Read message - this option helps you access any communication sent by the Bank to you. The communication can range from Bank updates, request acknowledgements and reminder requests.
• Delete message - once you have read the message, you have an option to delete the message. To delete the message, all you have to do is click the 'Delete' button. 
• Send message - you can send messages to the Bank on selected subject matters. To send a message click on the 'Send Message' button, select a subject and type in your message. After you have completed typing the message, click the 'Send' button. Please note the maximum number of characters allowed in a message is 3,000 for English or 1,500 for Chinese. You will get an acknowledgement on the screen to confirm that your message has been sent.

You can set up and delete reminders on your Savings Accounts, Current Accounts, Term Deposits and Mortgage Loan Accounts.

For Savings Accounts or Current Accounts, the following alerts are available:

• Credit notices - whenever a deposit over your specified amount goes into your account. 
• Debit notices - whenever a deduction over your specified amount is taken out from your account.
• Balance notices - whenever your account balance falls below your specified minimum balance or rises above your specified maximum balance.
   

For Term Deposits accounts, you can setup a maturity alert which you will receive the specified number of days prior to the Term Deposit's maturity.

Yes, you can reset the PIN for Phone Banking services or Debit Cards. To do so, you only need to select the Phone Banking Number or Debit Cards number. According to your previous settings, the new PIN will be mailed to your correspondence address or branch within seven working days.

You can:

• Update your personal information through the services menu
  
• Register for mobile alerts to stay updated on banking transactions
• Reset your PIN for Phone Banking services or your HSBC Debit Cards