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Frequently Asked Question

Questions: ATM Chip Card

A. PLUS ATM chip card

B. ATM chip card migration (UnionPay ATM chip card) & Overseas Security Measures

Questions: Bill Payment

A. Make a Bill Payment

B. eBill Enrolment and Presentment

C. Charity Donation

Questions: Overseas Transfer

Questions: Local Transfer

Questions: autoPay


Answers: Bill Payment

A. Make a Bill Payment

A1: What is the lead-time for settling my bill payment?

Please refer to the merchant's bill statment or contact the merchant directly.

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A2: What is the cut-off time for bill payment transactions?

The bill payment transaction can be made 24 hours if you choose to use your bank account for paying the bill. However, if you choose HSBC credit card as payment account, and the instruction is made before 4:30pm from Monday to Friday, the request will be processed within the same day. For instruction made after the above-mentioned time, the request will be processed on the next business day. The reference to "business day" means a day, other than a Saturday, Sunday or public holiday, on which banks are open for general business in Hong Kong.

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A3: Can I change the date of a payment, or even delay it?

Unless you have selected 'Pay on Today' in the first place, you can change the payment date before the payment transaction is processed.

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A4: Can I set up forward dated instructions?

You can set up a transaction up to 45 and 13 calendar days in advance for payments made from your bank account and credit card account respectively.

Note: once you have set up a forward dated instruction using HSBC's credit card, the credit limit of your credit card will be held until the transaction is executed.

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A5: What is the largest payment that I can make?

Each type of payment you make is subject to a different limit (called the 'Daily Sub-limit'). For example, the maximum payment you can make to Securities Brokers is HKD500,000 per day while that for Other Merchants is only HKD100,000 per day. Besides these sub-limits, there is a 'Daily Payment Limit' of up to HKD5,000,000 for all the payment types combined.

For details of the bill payment limit structure, please go to 'My Details' and select 'View And Set Transaction Limits'.

Note: Some merchants may impose a maximum or minimum transaction limit on certain bill payments. Please refer to your invoice or contact the merchant for details.

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A6: If I have made a wrong payment, what should I do?

Please contact the merchant directly.

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A7: What is the function of 'Show Balance' button?

This is to show you the balance of the account you have chosen to pay your bills from.

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A8: What can I do if my credit card bill payment is being rejected?

You can call HSBC Personal Banking Hotline on (852) 2233 3000.

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A9: How do I change the date of a forward payment?

Simply click the 'Modify' button and follow the instructions shown on the screen. Please note that if you choose credit card as a payment account, then you will need to click the 'Delete' button and setup a new forward instruction accordingly. No 'Modify' function is allowed.

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A10: Can I change the date of a forward dated instruction for all payment types?

Yes, you can change the forward dated instruction for bank accounts or using HSBC's credit cards as a payment account.

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A11: What if I make a mistake, will I lose money?

Don't worry. If you make a mistake BEFORE the date you paid for your bill, this can be modified. But, if this happens after a transaction has been completed then you need to contact the relevant merchant directly.

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B. eBill Enrolment and Presentment

A1: What is the Electronic Bill Presentment and Payment service (EBPP)?

It is a new single, one-stop platform for receiving, paying and managing bills via internet banking.

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A2: How can I enrol for an EBPP service?

You can enrol for an EBPP service via HSBC Personal Internet Banking service. After the merchant confirms the enrolment request, you can receive and view the eBill and make payment on the same platform.

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A3: Can I enrol my parent's or friend's utility bills on my EBPP service?

Yes, provided the bill owner agrees. If the merchant allows third party bill enrolment, a related template will appear on the screen for you to enrol.
To enrol a third party eBill, you will need to provide the bill owner's personal information such as date of birth (month and year) and a partial identity card number to the merchant for validation and to get consent from the bill owner.

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A4: How long does it take for enrolment?

The standard service lead time for merchants is no more than 60 days. You will also be informed via your Internet Banking email box about the status of your request.

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A5: How do I know if a new bill has arrived?

You can log on to your HSBC Personal Internet Banking, 'eBill Summary & Payment' page to check the details. The bank will not send additional notification.

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A6: How long will the eBills be retained in the 'eBill Summary'?

The eBill record will be retained for up to 24 months. You can save it or print it for your record.

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A7: I have enrolled my water bill with HSBC. Can I enrol the same bill at another bank?

Yes. A maximum of five enrolment requests are allowed for the same bill account, no matter whether it is in the same or different banks.

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A8: My insurance premium is paid in US dollars. Can I register non-Hong Kong dollar bills in the service?

Yes, but it will depend on the merchant. You can only enrol the bill of the merchant and the supporting bill type listed in the pull-down menu.
Please note you will need to settle the bills in HKD if you are making payments via HSBC Internet Banking. For the exchange rate of the bill, please contact the merchant in advance.

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A9: Why doesn't my merchant provide payment eReceipt service?

Whether to provide payment eReceipt service is subject to a merchant's decision. You can go to the 'Merchant List' page to check which merchants support the payment eReceipt service.

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A10: How long will the payment eReceipt be retained?

The payment eReceipt will be retained for up to 24 months. You can save it or print it for your record.

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A11: I found that the information in the payment eReceipt was incorrect. What should I do?

The payment eReceipt is generated by the merchant. If you have any query, please contact the merchant direct.

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A12: Why do I receive a payment eReceipt even though I have not made any payment to the merchant?

The payment eReceipt will be issued to both enroller(s) and payer. If you have received an eReceipt under "Enroller", this means someone has paid the bill and requested a payment eReceipt. As you are one of the enrollers, you will also receive the payment eReceipt.

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A13: My eBill has been overdue but the eBill has indicated that the merchant does not allow overdue payment. Am I still able to pay it now?

We suggest you should contact the merchant to clarify before making any payment. All the payment details stated in the eBill are provided by the merchant. The bank has no obligation to check the payment information.

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C. Charity Donation

A1: How do I know which charity supports the eReceipt service?

The charity organization's name will be followed by a special indicator on the charity donation list. Please note the charity organization supports an eReceipt service, the donation can be made by debiting bank account only.

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A2: Can the donation eReceipt be used for tax reduction purposes?

Yes. It is an officially accepted proof for tax reduction. The eReceipt will be retained for up to 24 months for your reference. You can save it or print it for your record.

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A3: If I do not provide the name of the donor, can I request a donation eReceipt?

No, you must provide the donor's name if you request a donation eReceipt. The donor's name is essential if the receipt is to be used for tax reduction.

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Answers: Overseas Transfer

A1: When can I transfer money overseas?

The transfer instruction will be processed between 9am to 5:55pm on Monday to Friday, or 9am to 11:55am on Saturday (excluding Hong Kong public holidays). You can send instruction to the Bank whenever you like but transfers received after these times and those which are not processed on Saturdays will be processed on the next business day at the earliest. The reference to "business day" means a day, other than a Saturday, Sunday or public holiday, on which banks are open for general business in Hong Kong.

Applications for same day value are subject to cut-off times related to the geographical location of the destination and/or the funding arrangement requirements of the settlement banks. This may mean that the Applicant's account will be debited before the value day and the Bank will not be responsible for any interest expense or loss as a result.

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A2: When can I send a RMB remittance?

The RMB remittance instruction will be processed during our business hours on Monday to Friday, from 9am to 1:30pm, (excluding Saturday, Sunday and public holidays). You can send instruction to the Bank whenever you like but the earliest processing for instructions received after these times will be at the business hours of the next working day. Moreover, the RMB remittance is processed subject to the operation and practice adopted by the RMB clearing bank. It will not be processed by the RMB clearing bank during holidays in China (e.g. Labour Day, National Day).

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A3: Do I need to pay for making a transfer to an overseas account?

Yes. A local service charge will be applied for any overseas transfer, except for HSBC Premier customers conducting overseas transfers via the internet, to self-name HSBC accounts (including joint accounts). If you request for overseas handling charges (including charges levied by recipient bank and correspondent banks) to be paid by yourself (rather than by the recipient) an additional service charge will be deducted from your account except when HSBC Premier customers transfer money to some of our overseas HSBC branches. Overseas handling charges will be deducted from your account separately at a later date once the fee has been charged back by the overseas banks. The final charge settlement will be subject to the practice adopted by the correspondent bank and/or recipient bank. Please refer to "An easy guide to bank tariffs for HSBC personal banking customers" for detailed charges.

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A4: Is there any limit on the transfer amount?

For transfers to a registered account, the maximum transfer amount per registered account per day is HKD1,000,000. For transfer to non-registered accounts, the maximum transfer amount via the three channels of Internet Banking, Phonebanking and ATM combined per day is HKD 50,000 (called the 'Daily Transfer Limit'). Besides the daily transfer limit, a sub-limit has also been introduced which limits the amount you can transfer via each of the three available channels.

For details of the limit structure, please go to 'My Details' and select 'View and Maintain Registered Transfer Accounts' (for registered third party transfer) or 'View And Set Transaction Limits' (for non-registered third party transfer).

Note: If you submit more than one transfer request in the same day, the available transfer limit will be your daily transfer limit less the amount of the transfer that you have already requested/made.

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A5:

 

Why do I get an error message saying that 'Message to Recipient/Recipient's Bank contains invalid character. Please re-enter.' when I click 'Go'?

It is because the message you entered in the 'Message to Recipient/Recipient's Bank' box contains some characters that are not supported, such as'!', '-'. The message should only contain:

  • Numeric (e.g.1,2,3)
  • Alphabetic (e.g. A, B, a, b)
  • The following special characters ? : . , ( )

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A6: When can I make changes to a forward-dated transfer instruction?

Before the transfer is processed.

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A7: How can I "Modify" or "Delete" the transfer instruction do?

Clicking Modify button allows you to modify a forward-dated transfer instruction. Clicking Delete button allows you to delete a forward-dated transfer instruction.

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A8: Why do I receive a different format of Payment Reference Number for Telegraphic Transfer and Real-time Interbank Payment (RTGS)?

Outward Payment

We have enhanced our payments process system to improve our remittance services. Starting from 11 January 2009, there are new reference numbers for Telegraphic Transfer and Real-time Interbank Payment processing.
The format of the reference number is changed as follows:

Before 11 January 2009 From 11 January 2009
Outward payments by Telegraphic Transfer
Format: TT HKHnnnnnn
( nnnnnn = 6-digit reference number )
Outward payments by Telegraphic Transfer
and
Outward payments via Real-time Interbank Payment


Format: HK1ddmmyxxxxxxxx
<ddmmy = Process date>
<xxxxxxxx = 8-character reference >

Example (1): a payment submitted on 22 January 2009 via a Branch in Hong Kong may have a reference number HK122019HKH10070

Example (2): a payment submitted on 22 August 2009 via HSBC Internet Banking may have a reference number HK122089PI001900
Outward payments via Real-time Interbank Payment
Format: CHATSnnnnnn
( nnnnnn = 6-digit reference number )

Please refer to Enhancement to Telegraphic Transfer and Real-time Interbank Payment for more details.


Inward Payment

The new set of payment reference for Inward real-time interbank payment and Inward telegraphic transfer payment crediting your Hong Kong domiciled account is introduced in phases starting from 18 Jan and 12 Jul 2010 respectively.
The format of the reference number is changed as follows:

Existing payment reference number format New payment reference number format
Inward payments by Telegraphic Transfer

Format: TT nnnnnnnnnnnnnnnnnnnn
(nnnnnnnnnnnnnnnnnnnn - 20 alphanumeric reference number including space)
Inward payments by Telegraphic Transfer and Inward payments via Real-time Interbank Payment

Format: HK1ddmmynnnnnnnn
<ddmmy = Process date>
<nnnnnnnn = 8 alphanumeric reference number>

Example (1): A reference number HK12501012345678 is denoted a payment received on 25 January 2010

Example (2): A reference number HK1250706E3SDXFK is denoted a payment received on 25 July 2010
Inward payments via Real-time Interbank Payment

Format: nnnnnnn
(nnnnnnn = 7-digit reference number)

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Answers: Local Transfer

A1: When will a transfer be processed?

Transfer within HSBC are done instantly if you select the Transfer date as Today. Otherwise, they will be done on the date specified in your instruction.

HKD transfers to other banks will be processed on the transfer date specified in your instruction. Transfers to other banks will be processed between 9:00am - 4:30pm* on Monday to Friday (excluding Hong Kong public holidays). Except for instructions for transfer in EUR/USD/RMB which may be cutoff by 5:45pm for Monday to Friday and transfer in HKD/EUR/USD/RMB which may not be processed on Saturdays. For requests received after these times will be made on the next business day or the date specified in your instruction. The reference to ''business day'' means a day, other than a Saturday, Sunday or public holiday, on which banks are open for general business in Hong Kong. In normal cases, funds transferred through ''e-Transfer'' service will be credited to the recipient's account by the end of the day or the next business day; funds transferred through ''Express Transfer'' service will be credited to the recipient's account on the transfer day.


*For same day "e-Transfer" service under HSBC Internet Banking, transfers to other bank will be processed between 9:00am - 12:00pm Monday to Friday (excluding Hong Kong public holidays).
For "Express Transfer" service under HSBC Internet Banking, transfers to other bank will be processed between 9:00am - 5:45pm Monday to Friday (excluding Hong Kong public holidays).

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A2: Is there any limit on the transfer amount?

For transfers to a registered account, the maximum transfer amount per registered amount per day is HKD1,000,000. For transfers to non-registered accounts, the maximum transfer amount via the three channels of HSBC Internet Banking, Phonebanking and ATM per day is HKD50,000 (called the 'Daily Transfer Limit'). Besides daily transfer limit, a sub-limit has also been introduced which limits the amount you can transfer via each of the available three channels.

For details of the limit structure, please go to 'My Details' and select 'View and Maintain Registered Transfer Accounts' (for registered third party transfer) or 'View And Set Transaction Limits' (for non-registered third party transfer).

Note: If you submit more than one transfer request in the same day, the available transfer limit will be your daily transfer limit less the amount of the transfer that you have already requested/made.

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A3: Are there any limits on money transfers between accounts encoded on the SAME account card?

There are no limits on money transfers between accounts encoded on the same account card. These are considered as transfers between your self-named accounts. However, transfer to accounts not encoded on your account card (for both debit and credit cards) are considered as transfers to non-registered accounts and are subject to our limits.

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A4: Do I need to pay for making a transfer through HSBC Internet Banking?

No charge is required for transfers within HSBC.

For Hong Kong dollar transfers to other banks in Hong Kong, depending on the service you choose, the following charges will apply:

Service Charge
e-Transfer HKD35 per transaction
Express Transfer HKD55 per transaction (please note that some receiving banks may impose additional charges.)

Making a foreign currency or Renminbi transfer to another bank account in Hong Kong, a service charge of HKD55 or HKD115 will be applied, depending on the clearing system used by the recipient bank. The amount of the service charge will be confirmed on the transaction advice which is displayed once you have confirmed the transfer. The recipient bank may apply additional charges for receiving the money - for full details you are advised to contact the bank you are sending money to for details on its fee policy.

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A5: How do I register accounts for fund transfers?

To set up a Registered Account, please download the 'Internet Banking Registered Transfer Accounts - Limit Increase and Maintenance Request Form', complete it with your signature, and return it to any HSBC branch in Hong Kong. Registered Accounts will be set up within 3 business days from receipt of your request.

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A6: What do I need to do in order to make a foreign currency or Renminbi transfer to a Registered HSBC Account?

You can make the transfer by selecting the account holder's name and account number and type from the pull down menus and choose the required currency from the currency options shown.

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A7: What do I need to do in order to make a foreign currency or Renminbi transfer to a Registered Account?

You can make the transfer by selecting the account holder's name and account number from the pull down menu and choose your required currency from the currency options shown.

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A8: What currencies can I use?

Any currency supported by 'Transfer To' of 'Transfer From' accounts can be used.

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A9: What do I need to do in order to make a transfer Hong Kong dollar to other bank accounts?

You will need to choose a bank name under the pull down menu and then input the account number and account holder's name.

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A10: What do I need to do in order to make a transfer Hong Kong dollar to a Registered Account?

You can make the transfer by selecting the account holder's name and account number from the pull down menu and enter the transfer amount.

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A11: Will my account name appear on the recipient's account details?

Your account name will appear on the recipient's account details only if their account is within HSBC. However, it will not appear if the recipient's account is a Hong Kong Dollar Passbook Savings account.

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A12: Do I need to input the account number with the bank code?

No. You only need to enter the 12-digit account number.

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A13: How far in advance can I instruct a transfer to be made?

Anytime from one day to 45 days.

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A14: When can I make changes to a forward-dated transfer instruction?

Before the transfer is processed

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A15: How can I Modify or Delete the transfer instruction do?

Clicking Modify button allows you to modify a forward-dated transfer instruction. Clicking Delete button allows you to delete a forward-dated transfer instruction.

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A16: Why do I receive a different format of Payment Reference Number for Telegraphic Transfer and Real-time Interbank Payment (RTGS)?

Outward Payment

We have enhanced our payments process system to improve our remittance services. Starting from 11 January 2009, there are new reference numbers for Telegraphic Transfer and Real-time Interbank Payment processing.
The format of the reference number is changed as follows:

Before 11 January 2009 From 11 January 2009
Outward payments by Telegraphic Transfer
Format: TT HKHnnnnnn
( nnnnnn = 6-digit reference number )
Outward payments by Telegraphic Transfer
and
Outward payments via Real-time Interbank Payment


Format: HK1ddmmyxxxxxxxx
<ddmmy = Process date>
<xxxxxxxx = 8-character reference >

Example (1): a payment submitted on 22 January 2009 via a Branch in Hong Kong may have a reference number HK122019HKH10070

Example (2): a payment submitted on 22 August 2009 via HSBC Internet Banking may have a reference number HK122089PI001900
Outward payments via Real-time Interbank Payment
Format: CHATSnnnnnn
( nnnnnn = 6-digit reference number )

Please refer to Enhancement to Telegraphic Transfer and Real-time Interbank Payment for more details.


Inward Payment

The new set of payment reference for Inward real-time interbank payment and Inward telegraphic transfer payment crediting your Hong Kong domiciled account is introduced in phases starting from 18 Jan and 12 Jul 2010 respectively.
The format of the reference number is changed as follows:

Existing payment reference number format New payment reference number format
Inward payments by Telegraphic Transfer

Format: TT nnnnnnnnnnnnnnnnnnnn
(nnnnnnnnnnnnnnnnnnnn - 20 alphanumeric reference number including space)
Inward payments by Telegraphic Transfer and Inward payments via Real-time Interbank Payment

Format: HK1ddmmynnnnnnnn
<ddmmy = Process date>
<nnnnnnnn = 8 alphanumeric reference number>

Example (1): A reference number HK12501012345678 is denoted a payment received on 25 January 2010

Example (2): A reference number HK1250706E3SDXFK is denoted a payment received on 25 July 2010
Inward payments via Real-time Interbank Payment

Format: nnnnnnn
(nnnnnnn = 7-digit reference number)

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Answers: autoPay

A1: What do the 'Modify' and 'Delete' buttons do?

Clicking the 'Modify' button allows you to modify an autopay instruction, both existing or newly set up instructions. Clicking the 'Delete' button allows you to delete an existing autopay instruction.

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A2: When will the modification or deletion be effective?

Modification and deletion of existing autoPay instructions will be effective after two working days.

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A3: I want to cancel an autoPay instruction with 'Pending Set Up' status. What should I do?

Simply click the 'Details' button and then click the 'Cancel' button. The pending set up instruction will then be cancelled.

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A4: I want to cancel a pending modification (or deletion) instruction I placed earlier. What should I do?

Simply click the 'Details' button and then click the 'Cancel' button. The pending modification (or deletion) instruction will then be cancelled.

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A5: When will my instructions be effective?

The lead time for setting up new autoPay instructions depends on the arrangement with particular merchants/recipients, who will receive your payment. Please check the effective date with the respective merchants/recipients.

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A6: I cannot find the recipient in the pull down menu. What should I do?

If you would like to pay to other recipients who have accounts with HSBC, please select 'Others' in the 'Recipient (Bank Account No.)' box. Then enter the recipient's bank account number and check the name of the recipient shown on the screen. You can set up autoPay instructions to recipients with accounts in HSBC, ie those account numbers start with the bank code '004'.

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Answers: ATM Chip Card

A. PLUS ATM chip card

A1: Who can apply for a PLUS ATM chip card?

Customer who is an accountholder of any of HSBC Integrated Account (including HSBC Premier, HSBC Advance and Personal Integrated Account) can apply for a PLUS ATM chip card.


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A2: If I am not yet an accountholder of HSBC Integrated Account, can I apply for a PLUS ATM chip card?

If you wish to use the PLUS ATM chip card, please open an HSBC Integrated Account. When you open a Personal Integrated Account together with the PLUS ATM chip card application, the below balance fee* for the Personal Integrated Account will be waived permanently. For details on services provided by various integrated accounts from HSBC and account opening procedures, please visit our website at www.hsbc.com.hk, call HSBC PhoneBanking at (852) 2233 3000 or visit any HSBC branch in Hong Kong.


* A below balance fee of HKD60 for Personal Integrated Account will be charged on a monthly basis for accountholders with a rolling 3-month average Total Relationship Balance of below HKD10,000. The fee for Personal Integrated Account will be waived permanently for applicants of the PLUS ATM chip cards. Please refer to the latest bank tariff at www.hsbc.com.hk for details of below balance fee of various integrated accounts.


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A3: Why is there a different account set-up arrangement for UnionPay ATM chip card and PLUS ATM chip card, i.e. UnionPay ATM chip card is linked to savings and PLUS ATM chip card to current account?

Some of the overseas ATMs can only access the primary account (account on your card face). To enable our customer to operate both HKD savings and HKD current accounts overseas, the primary account of your UnionPay ATM chip card is linked to your integrated HKD savings account while the primary account of the PLUS ATM chip card is linked to your integrated HKD current account. If you wish to withdraw cash from ATMs overseas with your PLUS ATM chip card, please activate the overseas ATM withdrawal limit and maintain sufficient funds in your HKD current account before departure.


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A4: How can I apply for a PLUS ATM chip card?

You may apply by:
-  Downloading the "PLUS ATM Chip Card Enrolment Form" from HSBC website, returning your completed application form by mail to P.O.Box 72677, Kowloon Central Post Office, Kowloon.;
-  Visiting any HSBC branch in Hong Kong


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A5: When will I receive the PLUS ATM chip card after my application?

We will send the ATM PIN and card collection advice to your correspondence address upon receipt of your application within 5 working days.


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A6: Why do I need two ATM chip cards in order to use both UnionPay and PLUS networkat overseas?

To serve customers' needs for more extensive ATM network, PLUS ATM card is introduced in addition to the current UnionPay ATM card. With both cards in overseas, you can choose PLUS or UnionPayATM network for cash withdrawal. The charge for overseas ATM withdrawal at other banks' ATMs via UnionPay and PLUS network is HKD20 and HKD40 respectively. The transaction fees for ATM cash withdrawal might be amended from time to time. Please refer to the latest bank tariff at HSBC website for details.


Please note that some of the overseas ATMs can only access the primary account (account on your card face). You can access both Integrated HKD savings account with the UnionPay card (the primary account for UnionPay ATM card is integrated HKD savings account) and Integrated HKD current account with the PLUS card (the primary account for the PLUS card is Integrated HKD current account).


If you wish to withdraw cash from ATMs overseas with your PLUS or UnionPayATM chip card, please activate the overseas ATM withdrawal limit for the cards and maintain sufficient funds in the respective integrated HKD savings or current account before departure.


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A7: UnionPay ATM chip card and PLUS ATM chip card look very alike, how can I differentiate the two cards?

You can differentiate the two cards based on the features listed below:

Features UnionPay ATM chip card PLUS ATM chip card
Card Face - Account number Integrated HKD savings account (last 3 digits of the account number are 833 or 888) Integrated HKD current account (last 3 digits of the account number are 001)
Card back -
1. ATM network logo (at right bottom corner)
2. Signature panel
1. UnionPay logoUnion Pay
2. Signature is required. Your signature will be verified by merchant for purchase transactions via UnionPay network.
1. PLUS logoPlus
2. No signature is required as no purchase transaction via Visa network is supported.

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A8: I have opened an HSBC Premier - Junior Pack account for my son, and he has an UnionPay ATM chip card. Can I apply for a PLUS ATM chip card for him?

Starting from 9 October, 2013 we will only issue PLUS ATM chip card for HSBC Premier Junior Pack cardholders . HSBC Premier Junior Pack cardholders can continue to use the existing UnionPay ATM chip card until the card expires (as shown on the card face) or can apply for a PLUS ATM chip card to replace the existing UnionPay ATM chip card. HSBC Premium Junior Pack accountholders can call HSBC Premier hotline (852) 2233 3322 or visit any HSBC branch to apply.


* The PLUS ATM chip card for Junior Pack has to be activated within three months upon card issue date, and the existing UnionPay ATM chip card will be deactivated upon activation of the new card.

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A9: What is the ATM cash withdrawal fee per transaction when using HSBC-issued ATM chip cards at the PLUS and UnionPay ATMs overseas network or other banks in Hong Kong? Why is there a difference in fee?

The ATM cash withdrawal fee when using PLUS and UnionPay ATM overseas network or other banks in Hong Kong as below:

Cash withdrawal fee per transaction PLUS UnionPay
Overseas ATM cash withdrawal HKD40 HKD20
Local ATM cash withdrawal
(using other bank's PLUS or UnionPay ATMs)
HKD25 HKD15

The transaction fees for ATM cash withdrawal might be amended from time to time. Please refer to the latest bank tariff at HSBC website for details.

There is a difference in fee due to the usage of different networks.


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A10: What would happen to my UnionPay ATM chip card if I apply for a PLUS ATM chip card?

You can continue to use the existing UnionPay ATM chip card while applying for a PLUS ATM chip card for more extensive ATM service.


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A11: If I have already linked my bank account to my Visa / Master Card credit card, do I still need to apply for a PLUS ATM chip card?

Some of the overseas ATMs can only access the Visa / Master Card credit card information (but not the bank account information). To avoid withdrawing cash from the credit card account and incurring a cash advance fee, you may wish to apply for a PLUS ATM chip card to fit your needs. To enable you to operate both HKD savings and HKD current accounts overseas, the UnionPay ATM chip card is linked to your integrated HKD savings account while the PLUS ATM chip card is linked to your integrated HKD current account.


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B. ATM chip card migration (UnionPay ATM chip card) & Overseas Security Measures

After chip card replacement, can I still enjoy the PLUS/Cirrus network?

The new ATM chip cards can be used at all HSBC* and Hang Seng ATMs, plus the extensive UnionPay ATM and POS networks in Hong Kong, Mainland China and other countries. The new UnionPay chip cards can no longer be used on the PLUS/Cirrus network. At the moment some of the overseas UnionPay ATMs do not yet support UnionPay chip cards including those issued by HSBC Hong Kong. We are committed to resolving the situation to provide better service. If you have any enquiries, please contact us.


We recommend that you prepare enough cash in local currency before travelling to affected countries. Alternatively, you may choose to use PLUS/Cirrus network ATM services via your Visa/MasterCard credit card(s) by linking your bank account(s) to your credit card(s) by following steps below:

  1. Call HSBC PhoneBanking hotline or visit local HSBC branches to link your bank account(s) to your personal HKD Visa/MasterCard credit card(s) issued by HSBC in Hong Kong (where applicable)
  2. After the instruction of linking your account(s) to Visa/Master Card is processed, make sure to perform cash withdrawal, transfer or balance enquiry with the credit card at any HSBC or Hang Seng ATMs in Hong Kong to activate the linked account(s).
  3. Service ChannelsProcessing Time
    HSBC PhoneBanking
    • 2 working days after submitting the application
    Local HSBC Branches
    • 4 working days after submitting the application
  4. If you do not have ATM PIN for your credit card(s), apply a new ATM PIN via HSBC Internet Banking or branches.If you have a phonebanking PIN, you can also request an ATM PIN via our phonebanking system (Quick key: 5 -> 3 -> 3).
  5. Activate the overseas ATM daily withdrawal limit (via HSBC Internet Banking, HSBC Mobile Banking, local HSBC / Heng Sang ATMs, HSBC PhoneBanking and local branches) for your credit cards if you have not done so.

After activating the linked account(s), you may access the account(s) through PLUS/CIRRUS ATM network, the available options would be shown on ATM:
• Credit card account
• Checking account or current account
• Savings account


If the ATM does not show such selection (subject to individual bank, account selection service may not be available), cash withdrawal from credit card account will be charged with cash advance fee.


* Except HSBC ATMs in Argentina, Brazil, France, Greece, Malta, Mexico, New Zealand and Turkey.

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A1: What is the difference between chip and magnetic stripe card? Why does chip card offer greater security?

Chip cards are cards with an embedded microchip on the face of the card and still have a magnetic stripe at the back of the card. As compared to the magnetic stripe, chip-based technology will make it much more difficult for fraudsters to replicate ATM cards with stolen data. Cardholders should continue to take precautionary measures to keep your card safe and protect your PIN at all times.

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A2: What is the difference between the new ATM chip card and my existing ATM magnetic stripe card apart from higher security?

New ATM chip card

ATM card PIN

Remain Unchanged

Account(s) linked to your ATM card (if applicable)

Remain Unchanged

Bills registered for Payment by Phone Service ("PPS") (if applicable)

Remain Unchanged (No need to register again).
Please read Question 3 for more details on PPS.

EPS Purchase

Remain Unchanged

ATM daily withdrawal/transfer limit

Remain Unchanged

Overseas ATM daily withdrawal/transfer limit activation instruction

Remain Unchanged (activation instruction done to your magnetic stripe card will be carried forward to your new ATM Chip Card)

"UnionPay" network ATM services*

Can perform ATM and purchase transactions via the "UnionPay" network

PLUS/Cirrus network ATM services

Not applicable
If you wish to use PLUS/Cirrus network ATM services, you can do so by linking your bank accounts to your HSBC VISA / Master credit card issued in Hong Kong (where applicable)

* Please be informed that some of the overseas UnionPay ATMs do not yet support UnionPay chip cards including those issued by HSBC Hong Kong. We are committed to resolving the situation to provide better service. If you have any enquiries, please contact us.

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A3: Can I continue to use my existing magnetic stripe card if I do not activate the new chip card?

We recommend you to activate your new ATM chip card by performing ATM or EPS transactions with your existing ATM card PIN as soon as you can to enjoy higher security and ensure continuity of PPS function. Your existing ATM magnetic stripe card will be deactivated after 3 months or upon first time usage of the new ATM chip card. Please destroy your existing ATM card once you have activated your new ATM chip card. If you do not activate your new ATM chip card within 4 months, it will also be deactivated.


When both your existing ATM magnetic stripe card and ATM chip card are deactivated, we will be unable to process your PPS transaction (including forward-dated payment instruction already made) and Hong Kong Jockey Club related transactions.

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A4: Where can I use the new ATM chip card(s)?

Your new ATM chip card(s) with UnionPay standards will enable you to enjoy all the ATM services you are enjoying at the moment, but with an enhanced level of security. The new ATM chip cards can be used at all HSBC1 and Hang Seng ATMs, plus the extensive UnionPay ATM2 networks in Hong Kong, Mainland China and other countries.

Note:

1.

HSBC ATMs in the following countries do not support our ATM chip cards:
Argentina, Brazil, France, Greece, Malta, Mexico, New Zealand and Turkey.

2.

Please be informed that some of the overseas UnionPay ATMs do not yet support UnionPay chip cards including those issued by HSBC Hong Kong. We are committed to resolving the situation to provide better service. If you have any enquiries, please contact us.

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A5: When will I receive my new ATM chip card?

Starting from the fourth quarter of 2012, your existing magnetic stripe ATM card(s) will be replaced free of charge. New ATM chip card(s) with UnionPay standard will be mailed to you in phases based on the various types of ATM card(s). The replacement process will be completed by the end of March 2014.

4th Quarter of 2012 - HP, HP Junior Pack, Current Account, Cash Card
First half of 2013 - Advance, Personal Integrated Account, Statement Savings
Second half of 2013 - Passbook Savings, SuperEase, University Student, Revolving Credit Facility

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A6: Can I request to issue the chip card earlier (for whatever reason)?

Unscheduled replacement will follow normal card replacement process and a replacement card fee of HKD50 will be incurred for each card.

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A7: What can I do if I do not receive the new ATM chip card?

If you have not received the new ATM chip card as scheduled, please contact any HSBC branch or call HSBC PhoneBanking at one of our hotlines:

  • HSBC Premier customers : (852) 2233 3322
  • HSBC Advance customers : (852) 2748 8333
  • Other Personal Banking customers : (852) 2233 3000

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A8: What should I do if I need to change my correspondence address during the card replacement process?

Please contact any HSBC branch or update your correspondence address via HSBC PhoneBanking or HSBC Personal Internet Banking (with related PIN) as soon as possible. We will make further arrangement. If you have not received the new ATM chip card as scheduled, please contact any HSBC branch or call HSBC PhoneBanking at one of our hotlines:

  • HSBC Premier customers : (852) 2233 3322
  • HSBC Advance customers : (852) 2748 8333
  • Other Personal Banking customers : (852) 2233 3000

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A9: What is the current ATM daily withdrawal limit of my card?

The maximum ATM Daily Withdrawal limits* for different card types (including ATM cards and credit cards) are:

HSBC Premier Card

HK$ 40,000

HSBC Advance Card

HK$ 30,000

Other cards

HK$ 20,000

To strengthen security controls for ATM services , the overseas ATM daily withdrawal limit (including cash advances) for all ATM and credit cards was pre-set to HK$0 with effect from 1 March 2013 . If you have not yet set the ATM withdrawal limit, please do so for your credit card(s) or ATM card(s) through HSBC Internet Banking, HSBC PhoneBanking, HSBC Mobile Banking, any HSBC branch or any HSBC/Hang Seng ATM in Hong Kong.

*If you wish to withdraw the maximum amount, you may have to do so more than once, depending on the dispensing limit per transaction of the ATM used.

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A10: What is my current ATM daily transfer limit? When and how can I activate the overseas ATM daily transfer limit?

The ATM daily transfer limit refers to the total maximum amount for transfer to

  • Any HSBC accounts that are NOT linked to customers' ATM/credit cards, or
  • Any Hang Seng accounts (at local HSBC and Hang Seng ATMs only)

Please logon to Internet Banking and go to "My HSBC", then click "Maintain My Details" in the left navigation. You can then check your current ATM transfer limit in "View and Set Transaction Limit".

To strengthen security controls for ATM services , the overseas ATM daily transfer limit was pre-set to HK$0 with effect from 1 March 2013. If you have not yet set the ATM transfer limit, you can activate via Internet Banking and our branches.

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A11: When and how can I activate the "Overseas ATM Daily Withdrawal Limit (including cash advance) and Overseas ATM Daily Transfer Limit"?

To strengthen security controls for ATM services , starting from 1 March 2013, the Overseas ATM daily withdrawal limit (including cash advance) and Overseas ATM daily transfer limit for all ATM/ credit cards was pre-set to HK$0. To ensure you can continue to withdraw or transfer cash with your ATM/credit cards overseas, you set the limit(s) at the following channels :

Services

Activation channels

Available from October 2012

Available from February 2013

Overseas ATM daily withdrawal limit (including cash advance)

  • Local HSBC and Hang Seng ATM
  • HSBC Personal Internet Banking
  • HSBC Mobile Banking
  • HSBC PhoneBanking
  • Local HSBC Branches

Overseas ATM daily transfer limit

--

  • HSBC Personal Internet Banking
  • Local HSBC Branches

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A12: What is the maximum ATM daily withdrawal limit for the HSBC Premier Junior Pack Cash Card or Cash Card Beneficiary Card under my account holding (owned by my son or daughter or family members)? How to activate the overseas ATM daily withdrawal limit?

Maximum overseas ATM daily withdrawal limit*

HSBC Premier Junior Pack Cash Card

HK$ 40,000

Cash Card Beneficiary Card

HK$ 20,000


*If you wish to withdraw the maximum amount, you may have to do so more than once, depending on the dispensing limit per transaction of the ATM used.

Activation Channels for Overseas ATM Daily Withdrawal Limit (available from October 2012)

Cardholders

Account holders

Local HSBC and Hang Seng ATM

  • HSBC PhoneBanking (HSBC Premier customers only)
  • Local HSBC Branches
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    A13: When will my overseas withdrawal limit activation instruction be processed? Can I activate more than one card in one go?

    Yes. You can select "All cards" via local HSBC/ Heng Sang ATMs or select more than one card via Internet Banking or Mobile Banking to activate more than one card in one go, your instruction will be processed immediately.
    You will receive an SMS notification right after the instruction is processed if you have maintained a valid mobile number in our Bank record. Alternatively, you can also enquire your existing instruction via ATM, HSBC Internet Banking, HSBC Mobile Banking or HSBC PhoneBanking.


    Reminder note: If you wish to withdraw the maximum amount, you may have to do so more than once, depending on the dispensing limit per transaction of the ATM used.

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