Is it safe to use my ATM PIN to register for phone banking /reset my phone banking PIN? What security measures has your Bank taken to protect me?
Please be assured that the PIN must be input directly to the Voice Response System by customer and no manual checking will be involved during the process. Also, your non-registered third party transfer limits for phone banking will be reset to zero for security purposes when you use your ATM PIN plus one-time passcode sent by SMS to reset your phone banking PIN through automated phone.
In addition, our phone banking service will suppress phone banking registration/phone banking PIN reset with an ATM PIN if you have input the wrong ATM PIN twice (cumulative across Personal Internet Banking, ATM, phone banking channels).
We strongly encourage you to use different PINs for your ATM service and phone banking service and to change your PINs regularly for greater protection.
Why can't I use my ATM PIN to register for phone banking /reset phone banking PIN?
This can be due to inputting incorrect ATM PIN for two times (cumulative across Personal Internet Banking, ATM, phone banking channels).
Incorrect input of ATM PIN for a third time at any channel will block the ATM function. When this happens, customers will not be able to withdraw cash at the ATM. To prevent this from happening, phone banking registration or phone banking PIN reset with ATM PIN will be suppressed when the cumulative incorrect ATM PIN input count reaches 2.
If you have forgotten your ATM PIN, please visit our branch. The ATM PIN will be sent through ordinary mail within 4 working days after we receive your instruction.
Why can't I register for phone banking /reset phone banking PIN?
It can be due to the following:
- Input an incorrect ATM card number or credit card number
- Input an incorrect ATM PIN
Please check your ATM card number/credit card number/ATM PIN again. You may also register for phone banking service/reset phone banking PIN through the following ways:
To register for phone banking
Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN
Complete a "Personal Phone Banking Service Enrolment Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new phone banking PIN can be collected at the branch you selected on the form after we have processed your application.
To reset your phone banking PIN
Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN
Complete a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and the above hotlines. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new phone banking PIN can be collected at the branch you selected on the form after we have processed your application.
Do I need to register for phone banking whenever I apply for another account or credit card with HSBC?
With 'automatic account registration', you do not need to register for phone banking even when you apply for another self-named sole account or credit card with HSBC.
If you want to operate either-one-to-sign joint accounts through phone banking, please add the joint account to your transfer list by completing a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF]. This form is available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.
If I need to transfer money to a third party, can I set up the transfer list through phone banking?
To set up a transfer list, you may complete a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.
I have set up automatic account registration under my phone banking account, why I cannot access my credit card?
It is possible that you have used different customer identification documents for your accounts and credit cards. If this is the case, you may visit our branch to update the records of all of your accounts using the same customer identification document. You can then enjoy added convenience when using phone banking.
It is also possible that you have previously selected not to access your credit card via phone banking. You can add the credit card to your phone banking service.
Please call (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for other customers and talk to a Customer Service Officer for direct assistance.
How can I check the details of my transfer list and transfer limit for Third Party Accounts?
You may check the details of your transfer list and transfer limit for Third Party Accounts by:
- Visiting Personal Internet Banking (non-registered third party accounts only)
- Visiting any HSBC branch (both registered and non-registered third party accounts)
- Calling our (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers
If I have both sole and joint personal accounts at HSBC, does it matter which account I input for verification?
Both accounts will be accepted for verification. However, inputting a sole account will give you faster access to phone banking. If a joint account is used, you will need to also input your customer identification number for verification.
Why do I need to input my customer identification number for verification?
You will be asked to input your customer identification number (HKID, Passport No. or date of birth) only if you have used a joint account number for verification. This is to ensure the right customer profile is provided for you to enjoy phone banking.
Can I input an investment account for verification? What type of account can be recognised for verification?
You can input any self-named bank account number (sole or joint) and any credit card account number for verification.
Bank accounts includes HSBC Premier, HSBC One, Personal Integrated Account, current account, HK Dollar savings account (passbook savings & Enhanced Statement Savings Account) and Enhanced Statement Multi Currencies Savings Account; but does not include investment accounts (standalone or bundled) and foreign currency accounts (standalone or bundled with integrated accounts).
Can I still use the Express Stock Order Placement Hotline?
Yes. The Express Stock Order Placement Hotlines for HSBC Premier customers (852) 2996 6822 and HSBC One customers (852) 2996 6833 will remain as standalone hotlines.
Can I report lost my ATM/credit card through the phone banking hotline?
Yes. You may call the following hotlines to report a lost ATM/credit card.
How do I reset my phone banking PIN?
You can reset your phone banking PIN by giving us a call.
Enter your account or credit card number, then your 6-digit ATM PIN. Select your preferred language, listen to the system message, then say "Reset password" when the system asks why you're calling.
Alternatively, you can reset it at any HSBC ATM in Hong Kong. Find your nearest ATM.
