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FAQs: Online Banking

Frequently asked questions related to HSBC China’s Online Banking products and services.

Online banking Security Device

How to apply the Security Device after self-registration? And how long it takes?

When you register the Online Banking at first time, you can choose to order a Security Device. 

In general, your Security Key will be sent out to your correspondence address within 3 working days after self-registration. Please noted that you should bring valid identification documents and visit your local branch in person for on-line payment and mobile payment service.

What is a Security Device?

A Security Device is a small, portable electronic device, which generates random Security Code and Transaction Data Signing Code for one-time use, required to log on and transact on HSBC China digital channels (Online Banking, Mobile Banking and WeChat Service Account). It is one-time use, anti-shoulder-surfing, electric wave free, card reader free, anti-spyware and anti-virus.

Security Device

what's a security device

Enhanced Transaction Security

The new Security Device provides HSBC China digital channels users with extra security to protect against fraudulent transactions. This requires you to:

• Key in beneficiary-related information on the device for every transaction

• Generate an unique Transaction Data Signing Code on the device to authorise each transaction of transfer/remittance

PIN-Protected Security Device

The HSBC China Security Device is unique as it is PIN-protected. You will have to set a Security Device PIN during activation and this PIN will be required to unlock the device before each use.

Why is HSBC China issuing the Security Device to HSBC Online Banking customers?

HSBC China is committed to protecting the security of our HSBC Online Banking customers. HSBC has made the decision to issue a Security Device to all HSBC Online Banking customers to offer better protection from a variety of potentially damaging attacks. 

These attacks could include:
Identity theft
Trojans (Keylogging/Screen Capturing)
Phishing
Man in the middle
Shoulder surfing
Where a fraudster obtains personal details and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering chequebooks, etc.
Where a victim discloses their confidential credentials to a fraudster through a Trojan virus unknowingly downloaded on their PC.
Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions.
Where a fraudster intrudes into an existing connection to intercept the exchanged data and injects false information.
Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.
These attacks could include:
Identity theft
Where a fraudster obtains personal details and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering chequebooks, etc.
Trojans (Keylogging/Screen Capturing)
Where a victim discloses their confidential credentials to a fraudster through a Trojan virus unknowingly downloaded on their PC.
Phishing
Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions.
Man in the middle
Where a fraudster intrudes into an existing connection to intercept the exchanged data and injects false information.
Shoulder surfing
Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.

What is the difference in functionality between the new and the existing Security Device?

The new Security Device gives HSBC China digital channels (Online Banking, Mobile Banking and WeChat Service Account) extra security and provides better protection for "Transfers to third party beneficiaries" by requiring customers to input beneficiary-specific information (e.g. account number) to generate a Transaction Data Signing Code .

How do I activate my new Security Device?

Please follow the steps below to activate your new Security Device: 

activate new security device step one
activate new security device step two
activate new security device step three

How do I use my Security Device to log on and when do I need to use the numeric keys?

how to use security device

What is a security code?

The Security Code is a one-time password used to access your Online Banking Service. You receive this password by pressing the grey button on the Security Device. You will need to use this Security Code along with your username and password to access your HSBC Online Banking accounts. This security Code is needed when you log onto your Online Banking, conduct transfer/remittance, update your Online and request a new password.

Why do I have to set up a PIN for the new Security Device?

The HSBC Security Device is unique as it is PIN-protected. For added security, you will have to set a PIN during activation and this PIN will be required to unlock your device before use.

How many digits can I choose for the PIN?

You can only choose a 6-digit PIN for the new device.

How do I set up the PIN for my new Security Device? How do I change my PIN for Security Device?

1) Setup

set up new pin step one
set up new pin step two
set up new pin step three
set up new pin step four

2) Change

change pin step one
change pin step two
change pin step three
change pin step four

What happens if my PIN setup is unsuccessful?

A message 'FAIL PIN' will be shown on the device, reflecting that your confirmation PIN did not match the first PIN entered. You will need to restart the PIN setup process by pressing the green button.

fail pin

Why do I see a message 'NEW PIN not SAFE' on the device?

This means that the new PIN that you have entered is not safe and could be guessed easily, ie repeating or sequential numbers (ie 111111, 123456, 543210). Please restart the PIN setup process and choose another 6-digit PIN.

weak pin

How can I activate my new Security Device? What if I haven’t received the mobile phone activation code?

1) Log on the Online Bank and select ‘Contact HSBC’ —‘Manage Security Device’.

2) If you received security token already, please select 'Continue'.

3) Enter your activation code and Security Device's service number, then follow the steps to setup the password for your Security Device.

During the activation, you need input your activation code via SMS. The mobile phone number should begin with "+ 86", or you'll miss the SMS. If you mobile phone number is incorrect, please visit any HSBC branch to register a valid mobile number.

What should I do if I forget my PIN for the device?

1) Enter the username and click the '?' button  and 'Forgotten Security Device PIN?' button as below. 

2) Verify security question.

3) Enter Lock PIN code.

4) Reset Security Device PIN.

What should I do if my Security Device is lost or stolen?

You should inform us to de-activate your lost or stolen Security Device immediately. Please contact our branches or call our customer service hotline on 400-820-8878 (Please dial China country code +86 if you are calling from overseas).

How does inputting beneficiary-specific information into my Security Device increase the security level of transactions via Online Banking?

The new Security Device requires you to input beneficiary-specific information (ie account number) into your Security Device to generate a Transaction Data Signing Code to authorise your transaction. With this additional transaction verification function it further prevents fraudulent attacks as the transaction will only be made to the account specified by you. This layer of protection provides an increased level of security for your online banking transactions. 

When do I have to input beneficiary-specific information into my Security Device?

You need to input such information into your Security Device when you are making the "Transfers to third party beneficiaries" transaction.

How do I know what beneficiary-specific information I need to input into my Security Device?

Please follow the on-screen instructions on the security code input page on HSBC Online Banking to input the correct information into your Security Device and generate the required security code.

Please note that this kind of transaction confirmation can only be conducted with 4-digits (or more) beneficiary accounts. You have to visit a local branch to conduct such transactions if the beneficiary accounts number is less than 4-digits.

More examples of such instructions are available below.

 

Scenario
How to input your instructions
Example
Input
Beneficiary account number with 8 or more digits
Use the last 8 digits of your beneficiary account number

123-456-789

 

55500066777

23456789

 

00066777

Beneficiary account number with 4-7 digits
Add zeros in front of your beneficiary account number to form a total of 8 digits

12345

 

AB234-5

00012345

 

00002345

Beneficiary account number comprising letters and 8 or more digits
Omitting non-numeric characters and spaces, enter the last 8 digits of your beneficiary account number into your Security Device

123A4567BC89D

 

AB11-200CD777

 

333Y 44W 5555

23456789

 

11200777

 

33445555

Beneficiary account number comprising letters and 4-7 digits
Omitting non-numeric characters and spaces, add zeros in front of these digits to form a total of 8 digits

123A4567BCD

 

AB11-200C

 

33Y 44W

01234567

 

00011200

 

00003344

What do I do if I have incorrectly input the security code too many times and my account transaction gets locked?

When the security code is entered incorrectly five times in a row, your account will be locked to protect against unauthorised use. In case of emergency, you can call our customer service hotline to unlock the account. 

What should I do if I have entered a wrong number into my Security Device during the authorisation process?

If you have entered a wrong number into your Security Device, press the green button in the bottom right corner to backspace and delete your last entry. To clear your entire entry, press and hold the green button in the bottom right corner.

What should I do if the security code I have input on HSBC Online Banking is not accepted?

  • Please ensure the security code you have input matches the security code displayed on your Security Device.
  • If the security code matches the security code on your device, the beneficiary-specific information entered previously may be incorrect.
  • Please follow the on-screen instructions and repeat the process to generate a security code.

If the security code is still not accepted, Please call our customer service hotline on 400-820-8878 (Please dial China country code +86 if you are calling from overseas).

What is a serial number?

The serial number is a unique 10-digit number used to identify your individual Security Device. It is located at the back of your Security Device in the format of XX-XXXXXXX-X where X represents a number (ie 12-3456789-0). This number also helps with identification in the case of multiple Security Devices in a household or company and should not be removed.

Are there any risks associated with the serial number on the Security Device being visible?

The serial number is only used to identify which Security Device is associated with a specific customer and is only required for the activation process. There is no risk associated with the serial number being visible.

Why is there a square border surrounding the numeric keys '1' and '3' on the new Security Device? Does it indicate any special meaning or function?

For HSBC China, there is no particular meaning or function associated with this key.

Why do I see a 'FAIL 1', 'FAIL 2' or 'FAIL 3' message on the Security Device?

This is because the PIN entered is incorrect. Please press the green button to re-enter your PIN. You will have a total of three attempts to enter a correct PIN before the device is locked.

Please call our contact centre hotline on 400-820-8878 (Please dial China country code +86 if you are calling from overseas), our customer service representative will assist you to reset the PIN after your Phone Banking PIN is verified.

How long will the battery of the Security Device last?

The Security Device is battery-powered with a lifespan between three to five years, depending on the frequency of the usage. You will be prompted with a "BATT#" message when the battery of your Security Device is running low.

The other Security Device warning messages are as following:

 

Indicator
What It Means
BATT5
5 weeks estimated battery life remaining
BATT4
4 weeks estimated battery life remaining
BATT3
3 weeks estimated battery life remaining
BATT2
2 weeks estimated battery life remaining
BATT1
1 weeks estimated battery life remaining
BATT0
Battery life is exhausted

Do I have to replace the battery in my Security Device when it runs out?

No, the battery in the Security Device can't be removed. When your Security Device warns you that the battery is running low, you will need to contact us to get a replacement device.

How do I replace my Security Device if the battery is running low?

You should visit a local branch or call our customer service hotline. The replacement Security Device will be sent to your mailing address previously registered with the Bank.

You can continue to use your existing Security Device until you have received and activated your replacement.

What should I do if my Security Device is broken?

You should visit a local branch or call our customer service hotline. The replacement Security Device will be sent to your mailing address previously registered with the Bank.

Registation and Online Banking services

What services I can access through Online Banking?

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
  • Online QDII 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. 

What equipment and software do I need to access this service?

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".

How can I register for HSBC Online Banking?

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. 

Can I access all my accounts through this service? Can I operate on my accounts when I am overseas?

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.

What is Global View? Can I access my accounts all over the world through this function?

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.

How do I find help/assistance on the various questions I have on the use of HSBC Online Banking?

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 China country code +86 if you are calling from overseas). 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.

What is the national toll free customer service hotline for HSBC Online Banking?

The national toll free customer service hotline for HSBC Online Banking is 400-820-8878 (Please dial China country code +86 if you are calling from overseas).

How can I set up my Online Banking daily transfer limits?

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.

What if I’m disconnected from the internet mid-transaction?

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 China country code +86 if you are calling from overseas) immediately.

Why do I get a message saying "JavaScript Error"?

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.

Why do I get a message saying "this program has performed an illegal operation"?

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 China country code +86 if you are calling from overseas) or email us through the "Send Message" option on our website.

Why can’t I log on to HSBC Online Banking now, even though previously it worked for me?

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.

What are my Phone Banking Number (PBN) and Personal Identification Number (PIN)?

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 China country code +86 if you are calling from overseas) for assistance. The PBN and PIN will be separately sent to you by normal mail and registered mail respectively upon your successful application.

How can I access Online Banking right after self-registration?

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.

Will I be able to use all functions during Grace Period?

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

What if I still haven't received the Security Device after this period?

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 China country code +86 if you are calling from overseas) 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.

What if I've lost my Security Device after it's been activated? Will I still be able to log on to Online Banking with username and password only?

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 China country code +86 if you are calling from overseas) 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.

How can I change my password?

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.

What if I forgot my password? How can I reset it?

Please click the 'Forgotten your password?' link at the logon page to perform an Offline Security Information Reset. You may then create a new password and a confirmation number will be assigned to you. Please follow the necessary steps displayed to activate your new password.

What should I do when there is a "User PIN authentication Failure, please try again!" message?

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.

Deposits and Savings

How can I open a Time Deposit online?

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.

Can I set up maturity instructions?

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

Are interest/foreign exchange rates available for enquiries?

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.

Transfers and Payments

What are the transfers that I can carry out online?

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.

Is there any transaction limit?

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

How do I know if my transaction has been processed and request the transaction status?

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'.

What are Scheduled Transfers and Recurring Payments?

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.

Can I change or delete transfers?

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.

What are Pre-designated Payee Transfers?

'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.

Accounts and Statements

Can I view all the transactions on my accounts?

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.

How far back can I view my transaction history?

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

How can I set up my Online Banking daily transfer limits?

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.

How can I request E-statement or E-advice?

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.

Can I change my personal information with the Bank?

Yes, you can change details such as home and office telephone numbers, mobile number, 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.

What functions are available under the 'Message' option?

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.

How can I order a cheque book via HSBC Online Banking?

To order a cheque book, all you need to do is to click the 'Order Cheque Book' option in the Services menu. You will have to input the account number (select through the drop-down menu) and click the 'Submit' button - you will get an acknowledgment on screen. The cheque book will be mailed to your address registered with the bank.

How do I stop a cheque? Is the instruction carried out immediately?

The cheque will be stopped with immediate effect if the instruction is performed during banking hours. Any instructions performed during non-banking hours may be processed on the same working day or no later than the following working day. Note: the stop cheque instruction or report loss instruction will only be carried out subject to the related cheques that have not been encashed. 

You can stop a cheque by entering the cheque number and the amount of the cheque on the screen. If you want to report the loss of a series of cheques, all you have to do is to enter the range of cheque numbers (provided the cheque numbers are in consecutive number order).

How do I request brochures online?

You can request brochures on any of our products through HSBC Online Banking and we will mail the brochures to your registered mailing address.

How do I register for mobile alerts to stay updated on banking transactions through SMS?

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.

Can I reset the PIN for my Phone Banking services or Debit Cards?

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.

What specific services does HSBC Online Banking provide?

You can:

  • Update your personal information through the services menu
  • Order cheque books via HSBC Online Banking
  • Request brochures online
  • Register for mobile alerts to stay updated on banking transactions
  • Reset your PIN for Phone Banking services or your HSBC Debit Cards

For more information, please refer to the Frequently asked questions page.

Disclaimer

These FAQs are intended to provide an overview of the information on issues related to financial products or services, or regulatory requirements faced when undertaking financial activity in mainland China. Due to the diversity and  complexity of financial products/services and local regulatory environment, these FAQs can only provide an outline of the issues. The information is provided for your reference only, and shall not be construed as legal, financial or any other professional advice. HSBC makes no guarantee, representation or warranty and accepts no responsibility for the accuracy updatedness and/or completeness of the information.

Latest update in Nov. 2016