Personal Internet Banking

What languages are available for Personal Internet Banking?

You have the choice of English and Chinese. You can select your language preference any time.

Is Personal Internet Banking available 24 hours a day?

Yes. It's available around the clock, seven days a week. However, some transactions can only be processed during certain hours:

What kind of system do I need to have to use Personal Internet Banking?

To use Personal Internet Banking from a computer, you'll need an internet connection and a popular browser installed like including Internet Explorer, Firefox, Chrome or Safari.

You'll also need to have Cookies and JavaScript enabled on your browser.

You can also download the HSBC Mobile Banking App to access Personal Internet Banking via your mobile device.

How can I register for Personal Internet Banking?

If you have an HSBC account, credit card, MPF or ORSO Defined Contribution Scheme account, you can register online with your ATM or phone banking PIN/SMS One time passcode.

Otherwise, please contact your nearest HSBC branch.

Register now

Once you've registered online you can use Personal Internet Banking immediately. If you have questions call Customer Services:

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

Lines are open 9am-8pm (Mon-Fri) and 9am-5pm (Sat)

Can I use Personal Internet Banking without an HSBC account?

No. You must have an existing bank, MPF or ORSO Defined Contribution Scheme account with HSBC in Hong Kong.

If you only have an HSBC MPF and/or ORSO Defined Contribution Scheme account, you can only use the MPF/ORSO related features in Personal Internet Banking.

You will also need either an ATM PIN, a phone banking PIN, an HSBC credit card PIN or SMS One Time Passcode (OTP)- this will be sent to you via SMS text message during the registration process and is only valid for a short period of time.

Please note, you do not need to register to apply online for an HSBC Personal Loan, TravelSurance, HomeSurance or AccidentSurance cover.

I do not have an account with HSBC. How do I open one?

Please visit any HSBC branch to open an account.

Find your nearest branch

I do not have an ATM PIN, credit card PIN or phone banking PIN - how do I register?

For Online Banking customer, you can request ATM PIN and credit card PIN via Personal Internet Banking. Please login Personal Internet Banking, click “Request ATM/credit card PIN” under “My Banking”

Also, you can contact a customer service officer at your HSBC branch for more information or call our hotline:

• HSBC Jade customers: (852) 2233 3033
  
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

My Personal Internet Banking registration was rejected. What should I do?

Please try again. Make sure you have the correct account number and associated ATM or phone banking PIN as well as the latest identification document number that you provided when you opened your account.

What is a username?

This is the name you use for identification when accessing Personal Internet Banking. 

Each Username must be unique and should be different from the username you use on other websites. It should be 5-15 characters long and you may use a combination of numbers (0-9), and/or upper and lower case letters (A-Z, a-z), and/or special characters such as (@), underscore (_), hyphen (-), apostrophe (') and period (.). Other special characters will not be accepted.

What is a password?

This is your secret word or code used to log on to Personal Internet Banking. 

Your password should be 6-30 characters and may use a combination of numbers (0-9), and/or upper and lower case letters (A-Z, a-z), and/or special characters such as (@), underscore (_), hyphen (-), apostrophe (') and period (.). Other special characters will not be accepted.

What is a second password?

This is an extra level of security you need to activate - called "Dual-Password Logon Mode" - if you don't have a Security Device.

Your second password should be within 8-30 characters, it may contain letters (A-Z, a-z), and/or numbers (0-9).

If I have an MPF account, should I choose MPF in the 'Enter Account Information' box when signing up for Personal Internet Banking?

Yes, if your MPF account is your only account. However, if you have an HSBC account or credit card with an associated ATM or phone banking PIN, please choose one of them in order to use these accounts in Personal Internet Banking, in addition to your MPF account.

How long will it take before I can start trading using Personal Internet Banking?

You can start trading instantly.

I have a Super Ease account. Which number should I use to register for Personal Internet Banking?

You can use the account number at the bottom of your Super Ease card, not your Visa card number. Then select phone banking or ATM - whichever is appropriate - together with the corresponding PIN. 

If your Super Ease account is a joint account enter your Super Ease card issue number. However, this number may not be shown on some Super Ease cards. In this case, please check with your nearest HSBC branch.

I'm trying to register for Personal Internet Banking. What user number should I use?

The user number is the number used to identify individual holders of a phone banking service joint account. It is a two-digit number.

Are all accounts accessible through Personal Internet Banking?

No. For example, 'Both to Sign' joint accounts and loan accounts are not. Call Customer Services at (852) 2233 3000 for more details.

You can add the new account to the Personal Internet Banking after it is open.

Please note, new accounts will be available to be added to Personal Internet Banking on the day after an account is opened.

What if my computer crashes or I'm disconnected from the internet in mid-transaction during Personal Internet Banking?

Once you are back online check your account balances and transaction history. If you think there's a problem, call Customer Services: 

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

Lines are open 9am-8pm (Mon-Fri) and 9am-5pm (Sat)

How will I know if my Personal Internet Banking registration is successful?

You will receive confirmation immediately after registration. You can also enter your username and password to see if you can log on.

Is there a fee to use Personal Internet Banking?

Personal Internet Banking is free for all our customers. Naturally, some specialised transactions do incur fees: 

* There is no charge from us if you pay money to, or receive money from accounts from other banks via FPS, but other banks may have different charging policies.

How far back can I view my transaction history?

For your credit card account or investment account, you can view transactions for the last 60 calendar days.

For your current account, savings account or Gold Account, you can view transactions that have taken place since your last bank statement.

If you have a Passbook Savings account we'll show you any transactions that have not yet been printed on your passbook. However, if there are more than 28 transactions to display these transactions will be summed up and shown as Net Back items in the transaction history. You will not be able to view the individual details of these transactions.

What if I forget my Personal Internet Banking passwords?

If you forget a password, please click Forgot your password(s)? and then follow the instructions on screen.

What format should I use for a secure username for Personal Internet Banking?

Your username is the name you use for identification when logging onto Personal Internet Banking and to protect your security choose one that you don't use for any other site.

Your username should be 5-76 characters. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), period (.), underscore (_), hyphen (-) and apostrophe ('). 

What is the format for passwords for Personal Internet Banking?

Your secret password should be 8-30 characters long. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), underscore (_), apostrophe ('), period (.), hyphen (-), question mark (?), exclamation mark (!), the dollar sign ($), asterisk (*) and the equals sign (=).

What are 'memorable answers' for Personal Internet Banking?

If you'd like to access certain Personal Internet Banking services without using your Security Device, you can activate dual-password log on mode. To do this, you'll need to set up a memorable answer that should be 6-36 characters. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), underscore (_), apostrophe ('), period (.), hyphen (-) and question mark (?).

Can I change my Personal Internet Banking username and passwords?

You can change your password at any time but your new password must be different from your username. 

You can only change your username by cancelling your existing Personal Internet Banking registration, waiting two working days, then re-registering with a different username. You can cancel your registration by submitting a completed cancellation request form to a HSBC branch in Hong Kong.

Download the Personal Internet Banking cancellation request form (PDF)

What is my 'HK ID Card/Passport No' for Personal Internet Banking log in?

You should enter the number of the identification document you gave to the bank when you first opened the account or the credit card you'd like to register for Personal Internet Banking.

I'm having trouble logging on to Personal Internet Banking. What should I do?

If you have registered with Personal Internet Banking and you can't log in, first double-check you entered your details correctly. If you still can't log on, write down the error message and call Customer Services:

• HSBC Jade customers: (852) 2233 3033
  
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

I think there are unauthorised transactions in my account. What should I do?

Change your Personal Internet Banking password immediately then call Customer Services:

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

How can I keep my data secure when using Personal Internet Banking?

You play a significant role in your own security. Choose a username and passwords that are difficult for others to guess and keep them confidential.

You should also disable the auto-complete feature on your browser. While this tool can save you a bit of time when entering your Personal Internet Banking details, it also makes it easier for others to discover your username and other details.

To protect your data, you should avoid visiting other websites while you're logged onto Personal Internet Banking. When you've finished using Personal Internet Banking log off from the service then close your internet browser.

See more security tips

How can I stay secure during Personal Internet Banking by using 128-bit encryption?

You can usually view the browser security option to check the encryption method being used.

How can I make sure I am connecting to HSBC?

You can usually click the "security lock icon" at the address bar while browsing HSBC Personal Internet Banking site and check the certificate information is displayed with one of the following domain names as issued to:

• www.ebanking.hsbc.com.xx
  
• www#.ebanking.hsbc.com.xx
• www.ebanking.hsbc.co.xx
• www.ebanking.xx.hsbc.com
• www.ebanking.hsbc.xx
• www.ebankinglocal.hsbc.co.xx

(where "xx" represents specific country/region code and "#" represents server alias.) Issued by = www.VeriSign.com/CPS Incorp.by Ref. LIABILITY LTD.(c)97VeriSign Valid from = "?is a valid date (Check if this certificate is within a valid date).

What types of eStatements and eAdvice slips are available?

Banking

(Items 1-44, 49-71  : Retrieve eStatement up to 7 years (84 months) and eAdvice up to 3 months, except item 11 & 65  eAdvice  – It can be retrieved up to 12 months

Items 45-48 : Retrieve eStatement up to 2 years (24 months) )

1. HSBC Jade monthly eStatement
2. HSBC Premier account eStatement
3. HSBC Advance account eStatement
4. Personal Integrated Account eStatement
5. Current account eStatement
6. SuperEase account eStatement
7. Cash Card Account eStatement
8. University Student Account eStatement
9. HK Dollar Statement Savings Account eStatement
10. Consolidated eStatement for Savings Account
11. Monthly HIBOR-based Mortgage Plan Repayment eAdvice
12. Time deposit maturity eAdvice
13. Inward remittance eAdvice
14. Inward interbank fund transfer eAdvice
15. Outward interbank fund transfer eAdvice
16. Confirmation for credit transaction eAdvice
17. Confirmation for debit transaction eAdvice
18. Interest rate change eAdvice
19. Outward Remittances eAdvice
20. Outward Remittances Charges eAdvice
21. Cheque Purchase eAdvice
22. Cheque for Collection - Credit eAdvice
23. Time Deposit Interim Interest Payment eAdvice
24. Time Deposit Placement Confirmation eAdvice
25. Time Deposit Change of Maturity Date eAdvice
26. Confirmation of autoPay instruction
27. Unauthorised Overdraft eAdvice
28. Unauthorised Overdraft Charge eAdvice
29. Unpaid Standing instructions Warning Letter eAdvice
30. Super Ease Reminding eAdvice
31. Returned Cheque eAdvice
32. Summary listing of deposits and withdrawals eAdvice
33. Internet Banking Registered Transfer Account eAdvice
34. Reminder on inactive account eAdvice
35. Reminder on reactivation of inactive passbook savings account eAdvice
36. Reminder on reactivation of inactive account eAdvice
37. Handling of inactive passbook savings account eAdvice
38. Inactive passbook savings account closure eAdvice
39. Update of FPS default account notification
40. Deregistration from FPS notification
41. Fund transfer credit advice
42. Payment return advice
43. Fund transfer refund advice
44. CombiNations Statement Savings Account eStatement
45. Foreign Currency Current Account eStatement
46. RMB Savings Account eStatement
47. Revolving Credit Facility eStatement
48. Mortgage Account Quarterly eStatement^
49. Credit Interest eAdvice 
50. Certificate of Balance eAdvice 
51. Super Ease Account (Overdraft) Balance eAdvice 
52. Super Ease Account Balance eAdvice 
53. Super Ease Account Important Notice eAdvice
54. Summary of Overseas ATM Cash Withdrawal eAdvice 
55. Mortgage Loan Account Instalment Change eAdvice
56. Personal Instalment Loan Overdue First Reminder eAdvice 
57. Personal Instalment Loan Overdue Second Reminder eAdvice
58. Personal Instalment Loan Overdue Third Reminder eAdvice
59. Personal Instalment Loan Overdue Final Reminder eAdvice 
60. Mortgage Loan Account Overdue First Reminder eAdvice 
61. Mortgage Loan Account Overdue Second Reminder eAdvice 
62. Mortgage Loan Account Overdue Third Reminder eAdvice 
63. Mortgage Loan Account Overdue Final Reminder eAdvice
    
64. Overdraft Protection eAdvice
65. Monthly HIBOR-based mortgage plan repayment (with company interest subsidy) eAdvice (effective 28 Jun 2021)
    
66. Mortgage related fire insurance policy pre-renewal arrangement notice eAdvice (effective 28 Jun 2021)
    
67. Mortgage related fire insurance policy renewal notice eAdvice (effective 28 Jun 2021)
    
68. Mortgage related fire insurance policy renewal reminder eAdvice (effective 28 Jun 2021)
    
69. Mortgage related fire insurance policy renewal confirmation eAdvice (effective 28 Jun 2021)
    
70. Cheque purchase return / correspondent bank charges eAdvice (effective 28 Jun 2021)
    
71. Cheque for collection eAdvice (effective 28 Jun 2021)
    

Investments (Retrieve eStatement up to 2 years (24-months) and eAdvice up to 3 months)

1. Investment services/Securities account - composite eStatement *#
2. Securities purchase and sales eAdvice * #
3. Corporate Action eAdvice *#
4. Risk Profiling Questionnaire eReport
5. Unit Trust Contract Note eAdvice *# (effective 28 Jun 2021)
   
6. Stocks Monthly Investment Plan eAdvice *# (available from 1 January 2022)
   

Cards (We will accumulate eStatements up to 7 years (84 months). If an eStatement within the past 84 months is not displayed, you can request a paper statement and the fee will be waived.; eAdvice retrieval up to 3-mths)

1. Credit card eStatement+
2. Credit Card Activation eAdvice
3. Credit Card Overlimit Opt-out Arrangement eAdvice
4. Credit Card Credit Limit Increase Notification eAdvice
5. Credit Card Standing instruction set up eAdvice
6. Credit Card Credit Balance Transfer eAdvice

Note:

* Due to regulatory requirements, for investment related eStatements and particular eAdvices, you can view via HSBC Internet Banking and receive them in your designated email address protected by password.

# Particular purchase and sales advice, Corporate Action advices and certain investment statements (e.g. securities margin trading statements) will be delivered to you in paper.

+ Once you've registered for Personal Internet Banking, you'll no longer receive credit card statements by email. Instead, you’ll be able to view your eStatements in the HSBC HK App or Online Banking. If you're a green cardholder with a Personal Internet Banking profile, you can view your eStatements using the app or Online Banking. They'll also be sent to your designated email address, protected by a password.

^Effective from 1 Mar 2017.

More eStatements and eAdvices will be made available by phases at a later stage.

How can I register for the eStatement and eAdvice service? How long does it take?

You can apply online by going to eStatement and eAdvice under My HSBC. Your registration will be effective immediately.

Do I need to register any new accounts for the eStatements and eAdvice service?

No. Once you've registered, the service will apply to all new accounts you open with us.

Can I register for the eStatements and eAdvice service for my joint account?

Yes, registration for an 'either-to-sign' joint account can be done by either person.

Once you've registered your joint account, the other holder will no longer get paper statements or advice slips. If they want to receive these, they will need to register for eStatements and eAdvice.

I have more than one account with HSBC. Can I use eStatements and eAdvice service for some accounts but not others?

Yes. You can use the service for selected accounts only by going to Maintain Online Account then eStatement and eAdvice. For green cardholders, if you uncheck the account for online access your eStatement will be sent to your designated password- protected email address.

When will I receive eStatements and eAdvice?

You should receive eStatements or eAdvice the day following the statement or advice generation date. To keep these records for future reference, you can download the files and save them to your computer.

Will I receive any notification when a new eStatement or eAdvice slip is generated?

We will send a push notification, email and/or a SMS text message when new files are ready. Keep your email address and mobile phone number up to date through Online Banking to make sure you keep receiving these reminders.

We recommend you check your email account or Personal Internet Banking profile often to read the latest eStatements and eAdvice slips and check for any necessary actions.

Will I continue to receive paper statements and advice slips after signing up for eStatements and eAdvice?

No, we will no longer send you paper copies of these files.

What is the file format of my eStatements or eAdvice?

All eStatements and eAdvices are in Portable Document Format (PDF). If you are using Google Chrome / Apple Safari / Firefox / Microsoft Edge, you should be able to view the PDF directly in your browser upon selecting it. If this doesn't work, you might be using an older version of the browser. Please update it and try again.

If updating your browser still doesn't work, please install Acrobat Reader on your computer.

How can I save a copy of an eStatement or eAdvice slip to my computer?

On your computer, simply select the eStatement / eAdvice you want to view or save. The document will start downloading automatically.

Where your document will be downloaded to will depend on what browser you're using.

As such files contain sensitive account and personal information, we recommend that you keep them in a secure location on your computer.

Learn more about account security

If I can't view Chinese fonts in PDF files what should I do?

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

Why are emails from HSBC sent to my spam folder instead of my inbox?

Some email providers may treat the email sent from HSBC as potential spam. We recommend you add our email address to your address book to solve the problem.

How can I cancel my eStatements and eAdvice service?

Log on to Personal Internet Banking to terminate the service. Once you've cancelled the service, we'll send you statements and advice slips by post.

Can I change the email address my eStatement and eAdvice messages are sent to?

Log on to Personal Internet Banking to change your designated email address at any time whenever it is changed to avoid missing receiving eStatements and eAdvice.

We recommend you update your email address when you change it to make sure you receive them.

What is the pre-set password for my eStatement and eAdvice files?

If you have not yet set up your own password, we'll protect your files with a pre-set password.

The password will be a 9-digit password containing:

Part 1 -The last digit of your month of birth and last 2 digits of your year of birth 
Part 2 -The first 3 alpha numeric characters of your Hong Kong Identity Card (HKID) or passport number
Part 3 -The last 3 digits of your mobile phone number provided for our record

Password example
Date of birth: 17 / 12 / 1985
HKID number: A123456(7)
Mobile phone number: 98785432

Your password for the first time log in will therefore be: 285 A12 432

For security reasons, we will request you to change this password when you first logon to the system to view your eStatement / eAdvice.

How can I set up the EBPP service?

You can enrol via Online Banking. After the merchant confirms your enrolment request you’ll be able to view your eBill and make a payment on the same platform.

Can I add a parent or friend's utility bill to my EBPP service?

Yes, as long as the merchant allows third party enrolment. To enrol someone else’s eBill, you’ll need to provide the bill owner’s personal information, such as date of birth (month and year) and a partial identity number. The merchant will then validate the bill owner’s information and get their consent.

How long does EBPP enrolment take?

No more than 60 days. You’ll get updates on the status of your enrolment request through your Personal Internet Banking email inbox.

How will I know if a new eBill has arrived?

You can log on to Personal Internet Banking and view the eBill Summary & Payment page to check for new bills. The bank will not send a notification when bills arrive.

How long will the records in the eBill summary be retained?

Each eBill record will be retained for up to 24 months, or until you delete it. You can save it to your computer or print for your records.

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

Yes. The same bill account number is allowed a maximum of five enrolment requests, no matter whether it is within the same bank or different institutions.

Can I register non-Hong Kong dollar bills with EBPP?

Yes, but it depends on the merchant. If you can find your merchant in the pull-down list and supporting bill type, you can enrol.

For payments made via Personal Internet Banking, you’ll need to settle bills in HKD. To get the exchange rate for a bill you should contact the merchant in advance.

Why doesn't my merchant provide payment eReceipt service?

It's the merchant's decision whether or not to issue a payment eReceipt.

You can go to the 'Merchant list' page to check which merchants support the payment eReceipt

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.

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.

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.

What is the difference between payments and fund transfers?

Payments: 
This enables you to make payments to selected service providers in Hong Kong. There are five types of online payment services, each with their own transaction limit:

In addition to the daily sub-limits for each category above, you can have more control over payments with a daily master limit of HKD5,000,000 per customer for payments across all automated banking channels (i.e. Personal Internet Banking, phone banking and ATM).

Fund transfers:
The online fund transfers service is a way to transfer money within your own HSBC accounts, to other HSBC accounts or to accounts with another other bank, in Hong Kong and overseas.

In addition to the daily sub-limits above, there is a daily master limit of HKD400,000 per customer6 for transfers to other non-registered accounts using the three automated banking channels.

The maximum daily transfer limit is HKD 400,000 . This limit is shared by all the available channels(the maximum daily transfer sub-limit for Phone banking, local ATM and overseas ATM are HKD50,000 respectively, and HKD400,000 for HSBC Personal Internet Banking).

Charges may apply to certain fund transfers. Refer to the "Service Fees" section under "Frequently Asked Questions" for full details.

⁵ The maximum daily limit for transfers among your self-named accounts is up to the available balance in your account.

⁶ This new limit structure does not apply to sole proprietorships. For enquiries, please call (852) 2233 3033 for HSBC Jade customers, (852) 2233 3322 for HSBC Premier customers, (852) 2233 3000 for Other Personal Banking customers.

Note: For ATM service, we consider any accounts not linked to your ATM card to be non-registered third party accounts.

For fund transfers made to other banks or overseas, what are the maximum number of characters allowed in the beneficiary fields?

The following are the maximum numbers of characters (including spaces) allowed per field:

When should I use the bill payment instead of the fund transfer?

If you are sending money to a company in Hong Kong we recommend you check the merchant list. If the company is listed as a merchant, use the 'Pay Bill' service to submit your payment; this way the merchant will be able to readily identify who has made the payment.If you wish to send money to a company that is not listed under the merchant list, or to someone else, you should use the online 'Pay or transfer' banking services.

Is there a charge for making payments online?

No. It’s free.

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

You can check your bill for lead-time information or call the merchant directly.

Can I still pay a bill online if I don’t know the merchant’s bank and branch codes?

Yes. From the merchant list choose their category and company name. Then, simply enter your account number and select the bill type (if applicable) of the merchant.

What is the cut-off time for bill payments?

If you pay by transferring funds from your bank account there is no cut-off time.

Payments made by HSBC credit card before 4.30pm, Monday to Friday, are processed the same day. Otherwise, it will be processed on the next business day⁷.

⁷ 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.

How do I change the date of a forward-dated bill payment?

Go to “My banking > Manage future payments” page on Online Banking, click the “Delete payment” and set up a new forward instruction.

Can I change the date of a scheduled bill payment?

Go to “My banking > Manage future payments” page on Online Banking, click the “Delete payment”  button and set up a new instruction.

Can I set up forward-dated bill payment instructions?

Payments from your bank account can be scheduled up to 45 calendar days in advance. Payments from your credit card can be scheduled up to 13 days in advance.

If you set up a forward-dated instruction using your HSBC credit card, the credit limit on your card will be held until the transaction is processed.

What is the largest bill payment I can make?

The combined Daily Payment Limit is HKD5,000,000.

There are also Daily Sub-limits for certain kinds of payments:

For details of these bill payment limits, go to “Daily payment and transfer limits” page on Online Banking.

If you don’t make any payments or transfers for a while your payment limits will reset to zero. You can reactivate them by visiting an HSBC branch or by using your Security Device.

Please note that 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.

How can I change my daily bill payment transaction limits?

Go to “Daily payment and transfer limits” page on Online Banking to increase or decrease your transaction limit. Security device is required for increasing transaction limit.

If I have made a bill payment in error what should I do?

Contact the merchant to resolve.

What should I do if my credit card bill payment is rejected?

Call Customer Services on (852) 2233 3000.

If I make a mistake on a bill payment will I lose money?

If you realise you’ve made a mistake before the scheduled payment date you can delete the payment and you won’t lose any money.

If it’s after the transaction has gone through, contact the retailer directly to resolve it.

How do I deposit an e-Cheque?

Upon receipt of an e-Cheque, you (as Payee) can upload (deposit) the e-Cheque file through any of the following channels:

• log on to HSBC Online Banking
• via the "e-Cheque Deposit Box Service" on HSBC website
• via the "e-Cheque Drop Box" on the HKICL website (HK Interbank Clearing Ltd).

Please watch the demo for instruction to deposit your e-Cheque.

Will I still be able to use paper cheques?

Yes. You can continue to use paper cheques, e-Cheque will not replace paper cheques.

How can I stop payment of an e-Cheque?

You can stop an e-Cheque using the stop e-Cheque function under “e-Cheque Issuance Status Summary” within HSBC Online Banking.

What should I do if I make a mistake when issuing an e-Cheque?

If the e-Cheque has not yet given to the payee, you should delete the e-Cheque file and issue a new e-Cheque. If the e-Cheque has been given to the payee, we suggest you to stop the e-Cheque via HSBC Online Banking immediately.

How do I find out more information on e-Cheque?

More educational materials are available at the following website (https://www.hkma.gov.hk/media/eng/doc/key-functions/financial-infrastructure/infrastructure/retail-payment-initiatives/e-Cheque_ebrochure_eng.pdf)

Who is eligible to use the e-Cheque Services?

e-Cheque Deposit

All customers who have eligible savings accounts or current accounts are eligible to use the e-Cheque Deposit Service.

e-Cheque Issuance

HSBC Online Banking customers who have eligible HKD/CNY/USD current accounts are eligible to use the e-Cheque Issuance Service.

Is there any charge on e-Cheque services?

You could find detailed tariff information on HSBC website and HSBC Online Banking FAQ section.

Does e-Cheque support bearer cheque?

All e-Cheques must be issued as non-negotiable and must be sent to the account payee only.

What should I do if I cannot preview an e-Cheque in PDF format on my computer or mobile device?

Please download a software that support PDF file to view an e-Cheque.

What is a Bank-Cert?

Bank-Cert is issued by Hongkong Post. It is an electronic certificate used by customers to support digital signing, which will ensure the integrity, authenticity and non-repudiation of a signed e-Cheque.

Can I use this Bank-Cert for other Internet Banking services?

Currently the Bank-Cert only supports e-Cheque Issuance service.

Will the Bank-Cert registration incur any fee and will it get expired?

Bank-Cert is free of charge for HSBC customers. It is valid for 1 year from the date of registration. If your Bank-Cert has not been idled for over 1 year, it will be auto-renewed.

When will the funds of my e-Cheque be deposited?

If your deposit instruction is received by us before the cut-off time, the funds of the e-Cheque will be made available in the next working day after clearing. If the deposit instruction is received after the cut-off time, the funds will be ready for use after clearing at 2 working days after the date of your deposit.

Can I print out an e-Cheque and deposit it as a paper cheque?

You cannot print an e-Cheque and deposit it as a paper cheque because e-Cheque is a digitally-signed-document which cannot be verified in a hard copy.

Is there a daily limit to the e-Cheque amount that can be deposited?

No.

Is there a daily limit for the number and amount of issued e-Cheques?

There is no daily limit for the number of issued e-Cheques, but the amount of issued e-Cheques is subject to your daily transfer limit of non-registered accounts via Personal Internet Banking.

Can I issue a post-dated e-Cheque?

Yes. You can issue a post dated e-Cheque up to 90 days.

Can I check the status of the issued/ deposited e-Cheque(s)?

Yes, you can check the status of the issued/deposited e-Cheque via "e-Cheque Status Summary" page on HSBC Online Banking.

What are the service hours and cut-off time of the e-Cheque services?

Issuance:

Monday – Sunday except 00:00 to 06:00 every Sunday (HKT)

Deposit:

Stop:

0200 – 22:00(Monday – Sunday), except 00:00 to 06:00 every Sunday (HKT)

How to report if my account has been stolen and an e-Cheque has been issued?

You should report it to us immediately. Contact any of our branches, or call us on (852) 2233 3000.

How can I verify the validity of a received e-Cheque? Why the certificate in e-Cheque PDF is invalid?

You need to use Adobe Acrobat Reader to open the e-Cheque PDF file. After open it, a message will be displayed to show the e-Cheque has a valid certificate from both the payer and the bank. 

If the certificate is invalid, please download the latest Adobe Acrobat Reader and load the latest trusted certificate from Adobe server (Adobe Reader -> Edit -> Preferences -> Trust Manager). 

If the problem still exists, please refer to the drawer of the e-Cheque.

Can issued e-Cheque be edited?

No.

Can I cancel "stop e-Cheque" request?

No. Please issue another e-Cheque if needed.

Why can't I perform a stop e-Cheque request when the e-Cheque status is "Pending settlement"?

The e-Cheque is under clearing process and will not accept any stop request. If you need urgent help, please call (852) 2233 3033 for HSBC Jade customers, (852) 2233 3322 for HSBC Premier customers,  (852) 2233 3000 for other customers.

Can I download the e-Cheque PDF via mobile devices?

The wording inside the e-Cheque PDF may not be displayed properly if you download it via mobile devices. Therefore, we suggest you to use desktop /laptop computer to enjoy the e-Cheque services.

Can I deposit e-Cheque to mainland China?

Yes, you can issue HKD/USD e-Cheque and present it to the banks in Guangdong Province and Shenzhen subject to acceptance of deposit bank. If you are a Hong Kong resident, you could also issue RMB e-Cheque and present it to the banks in Guangdong Province and Shenzhen subject to acceptance of deposit bank. Same as paper cheque, there are some constraints on RMB e-cheque presented in Guangdong Province and Shenzhen.

What are the constraint for Hong Kong residents depositing RMB e-Cheque in mainland China?

For Hong Kong Residents, Cheque (including e-Cheque and paper cheque) in RMB are subject to the same restriction.

Cheque presented in Guangdong Province and Shenzhen

• Up to RMB80,000 amount for each cheque
• RMB cheque cross border settlement to pay for the acquisition of consumer goods and/or services within Guangdong Province (including Shenzhen) is up to a daily accumulative payment limit of RMB80,000 (applies to paper cheque and e-Cheque)
• Subject to acceptance of deposit bank

Cheque presented in Hong Kong

• Same as HKD and USD cheque, no limit on cheque amount and daily settlement for paper cheque, but the amount of issued e-Cheque is subject to your daily transfer limit of non-registered accounts via Personal Internet Banking.

Where could I check deposit bank's acceptance?

You could find the information in below link or contact the target deposit bank for clarification.

Guangzhou: https://echeque.gzebasc.cn/ 
Shenzhen: https://cust.szfesc.cn/

Is the RMB cheque cross border settlement limit shared by e-Cheque and paper cheque or e-Cheque has a separate limit?

The cheque cross border settlement limit are shared amongst e-Cheque and paper cheque issued by the same customer.

Can non-Hong Kong residents issue a RMB e-Cheque and present it to the banks in Guangdong Province (including Shenzhen)?

No. RMB e-Cheque issued by non-Hong Kong residents are for use in Hong Kong only and are not for use in the Mainland China.

Is there any restriction on nationality or cheque amount for issuing a HKD/USD e-Cheque to present in Guangdong Province and Shenzhen?

No such restriction. The position is the same as current HKD/USD paper cheque.

Is there any additional requirement to present e-Cheque in Mainland China?

To obtain approval from the relevant Mainland authorities, we recommend the issuer to provide the payee bank account number and payment purpose on the e-Cheque. Charges may be involved should the e-Cheque be rejected by the Mainland authorities or Mainland banks.

What is a Security Code?

The Security Code is a special, one-time password used to access full range of Personal Internet Banking service. The 6-digit password appears on the LCD screen of the Security Device for your input into the screen of HSBC Personal Internet Banking.

What is a Serial Number?

Serial Number is a unique number on the back of the Security Device that is linked to your HSBC Personal Internal Banking profile personally. The number is a 10-digit serial number, identifying your individual Security Device.

As a result, you can only use this individual Security Device, to access your HSBC Personal Internet Banking services. That means if your family member or friend has another Security Device for their Personal Internet Banking services, you cannot use their device to generate a Security Code for your Personal Internet Banking service.

Do I need to pay to upgrade to the new Security Device?

No, it is free-of-charge.

How do I request for a new or replacement Security Device?

We no longer issue a physical Security Device for Personal Internet Banking customers (except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

Instead, you can replace your physical Security Device with Mobile Security Key. If you are not able to do so and require a physical Security Device, please call Customer Services at

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers : (852) 2233 3322
• Other customers: (852) 2233 3000

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

With the new Security Device, you not only enjoy the enhanced security in HSBC Personal Internet Banking but also added convenience with its new functionalities:

What transactions will require a security code authorization?

These transactions include: 

*You can set a small-value payment limit to transfer up to HKD10,000 each day, with no need for a Mobile Security Key/Security Device.

I noticed that there are different formats of Security Code. What is the reason? (Applicable for 2nd Generation & PIN-protected Security Device)

There are two types of Security Code generated by Security Devices with different format, which support different functions in HSBC Personal Internet Banking. Please refer to details below:

After I have submitted the following instructions, when will they be effective?

The following instructions will be effective immediately:

• Making transfers to non-registered account
• Increasing transfer limit of non-registered account
• Making bill payment to finance / securities / sports and leisure
• Decreasing transfer limits

For the following instructions, submission before 9pm from Mon to Fri or 6pm on Sat will be effective on next working day:

• Setting up registered transfer account and defining transfer limit
• Increasing transfer limit of registered account

How long will the battery of a new Security Device last?

The battery in the Security Device can last for three to five years, depending on how frequently you use it. When the battery of your Security Device is running

low, you’ll receive a ‘BATT’ message as a prompt. Please note that we no longer issue a physical Security Device for Personal Internet Banking customers

(except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

Instead, you can replace your physical Security Device with Mobile Security Key. For more details, please refer to our trouble shooting guide at www.personal.hsbc.com.hk/securitydevice.

Why is there a square on the '1' and '3' on the new Security Device? Do they indicate any special meaning or function?

The squares are unique design of the device which may be used by HSBC Personal Internet Banking in other countries/regions. For Hong Kong, there is no particular meaning or function associated with this design.

What will happen if I pressed the '1' or '3' key before pressing the Yellow button ?

As mentioned, the '1' and '3' with a square on the new Security Device are not designed for HSBC Personal Internet Banking in Hong Kong. You are not able to generate a valid security code for instruction verification if you do so. Please press the Green button to delete wrong entries on the LCD screen of the new Security Device, then, follow the instruction to re-enter your customer specific information to generate a valid security code.

How many digits can I choose for the PIN?

You can only choose a 4-6 digits PIN for the new device. For enhanced security, please enter a 6-digit PIN.

How do I set up a new PIN?

To set up the PIN for the new Security Device, please follow the steps below for the first time:

1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits⁸ new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
5. "NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.

⁸ For enhanced security, please enter a 6-digit PIN.

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.

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, i.e. repeating or sequential numbers (e.g. 111111, 123456, 543210). Please restart the PIN setup process and choose another 4-6 digits PIN.

How do I change my PIN for the device?

To change your PIN for the Security Device:
1. After your device is turned on and unlocked (you see the Welcome screen), press and hold the button "8" for 2 seconds to activate the change PIN function.
2. Then enter a 4-6 digits⁹ PIN using the keypad and press the yellow button on the bottom left to complete the input.
3. Confirm the new PIN by re-entering it.
4. "New PIN CONF" will display for 2 seconds if the PIN is successfully set up. "HSBC" will be displayed afterwards.

⁹ For enhanced security, please enter a 6-digit PIN.

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

Please follow the steps below:
1. Go to the HSBC Personal Internet Banking logon page, enter your "Username" and click "Continue".
2. Click "Forgotten your Security Device PIN" link.
3. Answer the two security questions that you have set up during your HSBC Personal Internet Banking registration and follow the on-screen instructions.

Can I reset my PIN after logon HSBC Personal Internet Banking?

Due to security reason, you can ONLY reset your PIN before logging on HSBC Personal Internet Banking by answering the two security questions correctly.

What should I do if I cannot remember the answers to my two security questions?

Please follow the steps below:

1. After entering invalid security answer(s), a system message 'Invalid security answer(s) entered. Please re-enter' will be shown on screen. Click "OK" to proceed.
2. Click 'here' from the message of 'To reset security questions, please click here.'.
3. Follow the on-screen instruction to complete the form.
4. Print out the on-screen form and mail it to us or return it to a nearby HSBC branch within 20 days for our processing. Your instruction will be effective 3 workings after our receipt of your form.

How can I set up the PIN for the new Security Device?

To set up the PIN for the new Security Device, please follow the steps below for the first time:
1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits¹⁰ new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
"NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.
¹⁰ For enhanced security, please enter a 6-digit PIN.

How can I activate the new Security Device?

After setting up the PIN for your Security Device, please follow the steps below for activation:

For first time application of Security Device:

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

1. Log on to HSBC Personal Internet Banking with Dual Password;
2. You will be prompted a page which asks you to activate your Security Device;
3. Follow the steps shown on the screen for activation.

To complete the activation process, you will need to enter the last 3 digits of your registered mobile phone number, Serial Number and Security Code from the Security Device, and the 6-digit Passcode which will be sent to your registered mobile phone.

Please make sure that your mobile device is turned on and have turned off SMS forwarding function during the activation process if you have subscribed to such service.

Other channels to activate the Security Device:

• Phone banking: Call the respective hotline and activate your new Security Device instantly （phone banking Service PIN verification required）. Please click here for phone banking and PIN set up details.
• Paper Form: Complete the 'HSBC Personal Internet Banking Maintenance / Cancellation Request Form' [PDF]. and return it to us for processing. Your request will normally be processed within 3 working days （excluding Saturday, Sunday and public holiday） upon receipt of your form.

For replacement of Security Device:
Please follow the steps below to activate the new Security Device:

1. Log on to HSBC Personal Internet Banking with your existing Security Device;
2. You will be prompted to click on the activation link;
3. Click the activation link and follow the steps shown on the screen.

You will need to enter the Serial Number and Security Code from your new Security Device, and the Security Code from your existing Security Device to complete the activation process.

Other channels to activate the Security Device:

• Phone banking: Call the respective hotline and activate your new Security Device instantly （PhoneBanking PIN verification required）. Please click here for phone banking Service and PIN set up details.
• Paper Form: Complete the 'HSBC Personal Internet Banking Maintenance / Cancellation Request Form' [PDF] and return it to us for processing. Your request will normally be processed within 3 working days （excluding Saturday, Sunday and public holiday） upon receipt of your form.

How do I turn on my new Security Device?

Please follow the following steps to turn on your new Security Device:

1. Press the green button on the bottom right of the device, and hold for 2 seconds.
2. When the screen prompt for a "PIN", enter your 4-6 digits self-defined pre-set PIN number using the keypad.
3. Once the device is unlocked, "HSBC" will appear on the screen display and it is ready for use.

When do I need to input customer specific information into the Security Device?

Customer specific information is needed to be input into the Security Device to verify your instruction. You need to input customer specific information into the Security Device when you are doing the following transactions:

• Making transfer to non-registered payee with amount higher than small-value payment limit
  
• Setting up standing instruction for non-registered payee
  
• Making bill payment to high risk merchants i.e. Finance / Securities / Sports & Leisure
• Adding payee as registered payee
  
• Defining or Increasing Online transfer limit
• Setting up Autopay
  

How do I know what customer specific information I need to input into the Security Device?

You may simply follow the procedure shown on the 'Verification' screen in HSBC online banking and the verification information table below to input information into the Security Device and generate the Security Code. More examples on the information will be shown when you click on 'Details' in step 3 (see below): 

Input procedure

Details 
Make a transfer to a new payee by account no, mobile number, email address or FPS Identifier
Set up a standing instruction
Set up a new payee and increase transfer limit

Increase the transfer limits of non-registered accounts

Make a bill payment to finance / securities / sports & leisure

What can I do if I input a wrong digit into the Security Device during the verification process?

If you input a wrong digit into the Security Device, simply press the Green button to delete each digit one by one.

What will happen if I hold the Green button for a while (i.e. more than 2 seconds) during the input of information into the Security Device?

If you hold the Green button for 2 seconds during the input of customer specific information into your Security Device, all of your input will be deleted.

I have pressed the Yellow or Green button already, but I still cannot see the Security Code. Why is that?

You should press and hold the Yellow or Green button for 1 second for the device to generate the Security Code.

The Security Code on the LCD display has been disappeared after a while, what happened?

As a security measure, there is limited display time for each Security Code to display on the LCD screen. If the Security code disappears, simply follow the instructions on the screen of HSBC online banking to generate the Security Code with your Security Device again.

I've input the Security Code into online banking, but it cannot be verified. What happened?

This may happen if you have entered an invalid Security Code into the screen. Please check the Security Code displayed on your Security Device and re-enter a valid Security Code to proceed with the verification.
If the code still cannot be verified, please contact us on:

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers : (852) 2233 3322
• Other customers: (852) 2233 3000

For transaction signing process, if I've input incorrect information into the device, will this affect my instruction?

A valid Security Code will only be generated if you input correct customer specific information into the Security Device. If you've input incorrect information, please follow the instruction (i.e. starting from Step 1 on Verification screen in HSBC online banking) again and ensure you input correct information to generate a valid Security Code.

Are there any arrangements specially designed for customers who are visually impaired or blind?

We have a Security Device which is specially designed for the visually impaired. Customers who are visually impaired can request for the Security Device through calling our customer hotline at (852) 2233 3000. However, at the time being, we are only able to provide the previous type of security device to these customers. The new Security Device for the visually impaired will be released at later phase.

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.

Hotline information:

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers : (852) 2233 3322
• Other customers: (852) 2233 3000

What should I do if my Security Device is broken?

If your Security Device is not working, you can replace your physical Security Device with Mobile Security Key instead. We no longer issue a physical Security

Device for Personal Internet Banking customers (except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

If you are not able to do so and require a physical Security Device, please call Customer Services at

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers : (852) 2233 3322
• Other customers: (852) 2233 3000