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Frequently Asked Questions

Questions:

Q1:What is an eStatement and an eAdvice Service ("the Service")?
Q2:What are the benefits of using the Service?
Q3:What types of eStatements / eAdvices are provided by the Bank?
Q4:Is there a charge for using the Service?
Q5:How can I register for the Service?
Q6:I have two accounts with HSBC. After registering for the Service, can I request an eStatement / eAdvice for one account and a paper copy for the other account?
Q7:Do I need to register any new accounts that I open?
Q8:Can I register for the Service for my joint account?
Q9:When will I receive the eStatements / eAdvices?
Q10:Will I continue receiving paper statements / advices after registering for the service?
Q11:How do I know if my computer settings conform to your requirements?
Q12:What is the format of my eStatements / eAdvices?
Q13:If I cannot view Chinese fonts in the PDF files, what can I do?
Q14:Can I change my designated email address?
Q15:If I forget my password or want to change my password, what should I do?
Q16:How can I terminate the Service?
Q17:Which operation system and browser supports the Service?
Q18:What happens if you send my eStatements /eAdvices and my mail box is full or there is insufficient mailbox capacity?
Q19:Why can't I open the eStatements /eAdvices sent to my company email address?
Q20:I am using Yahoo/ Hotmail email account, why am I unable to open the eStatements / eAdvices still?
Q21:I am using Yahoo email account, why can't I see the "Open" button in the email?
Q22:I have opened the attachment but I cannot see the "Open" button, what should I do?
Q23:If I am using Outlook or Outlook Express, what do I need to do if I still cannot view the content of the eStatements / eAdvices after I have enabled Active Scripting?
Q24:Why are the emails from HSBC stored in the Trash Box instead of Inbox?

Answers:

A1: What is an eStatement and an eAdvice Service ("the Service")?

This service allows you to receive your statements and advices in an efficient and environmental way via an email address designated by you. For your protection, your eStatements and eAdvices will be subject to password control.

A2: What are the benefits of using the Service?

- No more paper statement and advice clutter,
- More environmentally friendly,
- Able to view at your convenience, anytime and anywhere,
- eStatements and eAdvices can be saved on your computer, and
- No need to wait for the mail to arrive.

A3: What types of eStatements / eAdvices are provided by the Bank?

The following eStatements / eAdvices are available with others being launched in phases:

(1) Credit card eStatement
(2) Securities purchase and sale eAdvice
(3) Inward remittances eAdvice
(4) Time deposit maturity eAdvice

Once you have registered for the Service, the eStatements / eAdvices will be sent to your designated email address.

A4: Is there a charge for using the Service?

No. The Service is free of charge.

A5: How can I register for the Service?

Please apply online. This means you need to be an HSBC internet banking customer in order to enjoy the Service.

Note: If you are not a current HSBC Internet Banking customer and would like to register for the Service please register now.

A6: I have two accounts with HSBC. After registering for the Service, can I request an eStatement / eAdvice for one account and a paper copy for the other account?

No. It is not possible to register the Service for a particular account.

A7: Do I need to register any new accounts that I open?

No. Once registration is complete the Service will apply to all further accounts opened with us.

A8: Can I register for the Service for my joint account?

Yes, registration for joint account (either one to sign) can be done by either person.

Note: Once registration is complete, no more paper statements or advice slips will be sent to the other party. If the other party wants to receive an eStatement / eAdvice they must register for the Service.

A9: When will I receive the eStatements / eAdvices?

Under normal circumstances, you will receive the eStatements / eAdvices the day following the statement / advice generation date.

Note: You are advised to download the files to your computer for future reference.

A10: Will I continue receiving paper statements / advices after registering for the service?

No.

A11: How do I know if my computer settings conform to your requirements?

You can use our "Computer Settings Checking Tool" at www.hsbc.com.hk/1/2/hk/personal/estatement to check your computer settings and see our recommendations.

A12: What is the format of my eStatements / eAdvices?

All eStatements / eAdvices are in Portable Document Format ("PDF"). You need to install Adobe Reader in your computer to view the eStatements / eAdvices.

A13: If I cannot view Chinese fonts in the PDF files, what can I do?

You can download and install the Chinese Traditional Font Pack files from Adobe website.

A14: Can I change my designated email address?

You can logon to HSBC Internet Banking to change your email address whenever you want.

Note: To ensure the timely receipt of eStatements / eAdvices, please update your email address whenever there are any changes.

A15: If I forget my password or want to change my password, what should I do?

You can logon to HSBC Internet Banking to change your password.

Note: Previous eStatements / eAdvices are not accessible with this new password.

A16: How can I terminate the Service?

You can logon to HSBC Internet Banking to terminate the service. Once the Service is terminated, your statements and advices will be sent to you by mail thereafter.

A17: Which operation system and browser supports the Service?

The Service is supported on Microsoft Windows XP with Internet Explorer version 6.0. In addition, Java Virtual Machine - Sun Microsystems Inc 1.4.2 should be installed. Please note to stay online when opening the eStatement or eAdvice.

Note: Please use our "Computer Settings Checking Tool" at www.hsbc.com.hk/1/2/hk/personal/estatement to check your computer settings.

A18: What happens if you send my eStatements /eAdvices and my mail box is full or there is insufficient mailbox capacity?

If your mail box is full or there is insufficient mailbox capacity, the email will be returned to us. If circumstances allow, the email will be resent. Otherwise, the related hard copy statement or advice will be mailed to your correspondence address last updated in the Bank's record.

A19: Why can't I open the eStatements /eAdvices sent to my company email address?

Some company mail servers may have security restrictions that do not support script viewing; therefore your eStatements / eAdvices cannot be opened. You are advised to use private email accounts such as Yahoo, Hotmail, or GMail to receive your eStatements / eAdvices.

A20: I am using Yahoo/ Hotmail email account, why am I unable to open the eStatements / eAdvices still?

Webmail providers may activate the protection mechanism to restrict Active Scripting. You may detach the eStatements / eAdvices and save on your hard disk in order to open the files.

A21: I am using Yahoo email account, why can't I see the "Open" button in the email?

Yahoo webmail has a preview function for the attachment which is shown at the bottom of the email. You should click the attachment icon on the top of the email to open the attachment.

A22: I have opened the attachment but I cannot see the "Open" button, what should I do?

The JavaScript in your PC may have been disabled or your browser does not support JavaScript, therefore, restricting your access to the files.

To enable the JavaScript, follow the steps below:

1. On the Internet tool bar, select "Tools" and select "Internet Options...".
2. Select "Security" and the icon "Internet".
3. Select "Custom Level..." and scroll down to the section titled "Scripting".
4. Select "Enable" under the subsection "Active scripting" and press "OK".
5. A warning window box will be prompted. Select "Yes".

Note: Please use our "Computer Settings Checking Tool" at www.hsbc.com.hk/1/2/hk/personal/estatement to check your computer settings.

A23: If I am using Outlook or Outlook Express, what do I need to do if I still cannot view the content of the eStatements / eAdvices after I have enabled Active Scripting?

If you are using Outlook or Outlook Express, you should complete the following settings within Outlook or Outlook Express before detaching the file:

1. On the Outlook / Outlook Express tool bar, select "Tools" and select "Options".
2. Select "Security".
3. Uncheck "Do not allow attachments to be saved or opened that could potentially be a virus" then click "Apply" to save the settings.

Please note that the revised setting may affect the receipt of email from other sources.

To view the saved eStatements / eAdvices, please follow the steps below:

1. Open file manager and right click on the html file saved.
2. Click properties. You will see the following message in the security section.
Security: This file came from another computer and might be blocked to help protect this computer.
3. Click the "Unblock" button and this file will be removed from the restricted sites domain.

The javascript will be enabled to view the eStatements / eAdvices.

A24: Why are the emails from HSBC stored in the Trash Box instead of Inbox?

Some webmail providers may treat the email sent from HSBC as potential Spam mails. You are advised to add HSBC's email address on your address book to solve the problem.