Mobile Banking

How do I activate Mobile Security Key on my mobile device?

You'll need to have a valid and up-to-date mobile number and email address in our records in order to activate your Mobile Security Key.

Go to Settings and choose 'Activate Mobile Security Key'. Next, follow the instructions to complete the activation. Go to 'Profile' and choose 'Security'. Next, select 'Activate Mobile Security Key' and follow the instructions to complete the activation.

Your Security Device will be deactivated once your Mobile Security Key has been activated. You can return the device at any of our branches.

How do I switch my Mobile Security Key to a new device?

You can switch your Mobile Security Key from an old device to a new one if it hasn't been deactivated on your old device yet.

Download the HSBC HK Mobile Banking app on your new device. Next, go to Settings 'Profile', choose 'Security', then 'Mobile Security Key'. You'll be asked to generate a security code on your old device and use it to activate your new device.

If you don't have your old device but you've set up dual password logon mode, you can go to 'Settings' 'Profile', choose 'Security' and activate your Mobile Security Key after you've logged on.

But if you don't have your old device or you haven't set up dual password logon mode, please call us so we can issue you a new Security Device. Once you've got it, you can log on to the HSBC HK Mobile Banking app, go to 'Settings' and choose 'Mobile Security Key' to activate it.

Before you get rid of your old device, please deactivate your Mobile Security Key. You can do this in 'Settings' by going to 'Profile' and selecting 'Security' in the HSBC HK Mobile Banking app. We would also recommend that you restore your old device to its factory settings after deactivation.

How do I set my transfer limit?

You'll need your Security Device or Mobile Security Key to do it.

You can change your transfer limit to a registered or unregistered payee in online banking.

But if you just need to make a small-value payment of HKD10,000 or less, you can adjust the daily limit for it by going to 'Profile', selecting 'Pay and transfer' then 'Small-value payment limit'in 'Settings' in the HSBC HK Mobile Banking app. The maximum daily limit for small-value payments is HKD10,000.

When I complete a transfer to a new payee, I get the error message "Your instruction of adding the payee as your registered transfer accounts cannot be processed." Why?

You may have already added this payee. You can check if that's the case in your 'My payees' list when you make a transfer.

Or you may have entered the wrong account number or FPS proxy ID (i.e. mobile number, email address or FPS Identifier). Please check the information before trying again.

How can I pay bills?

First, select 'Bill Payment' in the menu. Go to 'Profile', select 'Pay and transfer', then 'Bill payment'.

To pay a merchant you've paid before:

1. Go to 'Previously paid merchants'.
2. Select the merchant, then proceed to payment.

To pay a new bill:

1. Go to 'Full merchant list'.
2. Select the merchant.
3. Choose the bill type (if applicable).
4. Enter the “Bill payee account number” to proceed to payment.

To pay bills via FPS, find 'FPS' in the menu and select 'Make a transfer', or choose 'Pay with FPS' from the log on screen to scan the QR code.

What should I enter for 'Bill payee account number'?

The bill payee account number may be different for each merchant. Please select the '?' icon next to the bill payee account number to find out more.

How do I save a merchant I just paid in my 'Previously paid merchants' list?

Once you've successfully paid a bill, the merchant will generally be added to your 'Previously paid merchants' list automatically. However, some merchants (e.g. tax payments) won't be saved in the system.

To remove a merchant from this list, please log on to online banking.

What does the amount shown under the "Payment amount" field mean?

The amount shown is the maximum daily limit for that specific merchant category you can pay. If you have already paid bills to other merchants in the same category within the same day, you can only pay the current bill with the remaining daily limit. Please note that the limit will not be refreshed immediately based on the completed payments.

How do I make a transfer to a third-party account with any local bank and add it as 'My payee'?

You can make transfers to a third-party HSBC or other local bank account the same way you make other transfers. You'll need your Mobile Security Key or Security Device to do so.

1. Log on, go to 'Pay and transfer' and choose 'Transfer'. the menu and choose 'Transfer'.
2. Select the 'From' account and the 'To' account.
3. Go to 'All / My accounts / My payees' and choose 'New payee or select from mobile contacts' to proceed.

If you want to save the account in your 'My payees' list, simply go to the 'Account number' field and tick the 'Add to My payees' box before you proceed with the transfer. The account will be saved to your 'My payees' list once the instruction is effective.

You manage the transfer limits of accounts in 'My payees' or remove them from your list in online banking.

What does the amount under the "Payment amount" field mean?

The amount shown there is the daily maximum you can pay for that specific merchant category. If you've already paid other merchants in the same category earlier in the day, you can only pay a bill with the remaining daily limit.

Please note that the limit may not be updated immediately upon the completion of a payment.

Can I set up Hong Kong dollar (HKD) standing instructions?

Yes, you can set up Hong Kong dollar (HKD) standing instructions in the HSBC HK Mobile Banking app. When you're making a transfer, simply select 'How often' and then choose a transfer frequency.

Can I pay my taxes?

Yes, you can pay your taxes in mobile banking. Simply go to the 'Full merchant list' and select 'Inland Revenue Department', then proceed to payment.

Please note that tax payments won't be saved to your 'Previously paid merchants' list even if the payment was successful.

How do I view an eReceipt?

You can log on to online banking to view an eReceipt.

Is there a way to select the payment amount for my credit card?

Yes, you can select the amount and pay it by following these steps:

1. Go to 'Home' and choose the credit card you want to pay in 'Accounts'.
2. Select the icon in the top right corner.
3. Choose 'Pay last statement balance' or 'Pay current minimum payment amount'.
4. Select the account you wish to pay 'From'. The 'From' and 'To' accounts will be pre-filled based on your selections.
5. Complete the payment the way you would with a transfer.

Is there a way to select the payment amount for my credit card?

Yes, you can select the amount and pay it by following these steps:

1. Go to 'Home' and choose the credit card you want to pay in 'Accounts'.
2. Select the icon in the top right corner.
3. Choose 'Pay last statement balance' or 'Pay current minimum payment amount'.
4. Select the account you wish to pay 'From'. The 'From' and 'To' accounts will be pre-filled based on your selections.
5. Complete the payment the way you would with a transfer.

What types of transactions can I view in 'Manage Future Payments'?

You can view both one-time and recurring:

• transfers to HSBC accounts
• Global Transfers
• transfers to other local banks
• transfers to overseas banks
• bill payments

Can I amend my future dated payments?

Sorry, you can't amend your future dated payments. However, you can delete them and set up new instructions.

Why is HSBC offering me a Mobile Security Key?

We're offering you a Mobile Security Key as it's designed to work with the HSBC HK Mobile Banking app on supported operating systems and devices. It will replace your Security Device so you don't need to carry additional devices with you to access our full range of online banking services.

You can also enjoy more security as the Mobile Security Key can only be used on your chosen device.

Can I have a Mobile Security Key on more than 1 device?

No, your Mobile Security Key can only be registered to one device at a time for security reasons.

If you'd like to switch your Mobile Security Key onto another device, please log on to the HSBC HK Mobile Banking app on that device, then go to 'Settings' 'Profile', then select 'Security'and select 'Mobile Security Key'. Next, choose 'Activate on another device' and follow the instructions shown.

Why must I set up a Mobile Security Key password?

You'll be asked to set up a Mobile Security Key password to help prevent anyone else from generating a security code using your device.

It will also serve as an alternative way to log on when you can't use biometric authentication (e.g. when you're wearing a mask or gloves).

What if I forget my Mobile Security Key password?

You can select 'Forgotten Mobile Security Key password?' on the log on page, then reset your password by answering your security questions and using a one-time passcode.

You'll need to have a valid and up-to-date mobile number and email address in our records in order to reset this.

Can I change my Mobile Security Key password in the future?

Yes, you can change your Mobile Security Key password any time in the HSBC HK Mobile Banking app. Simply log on, go to 'Profile', select 'Security''Settings', select 'Mobile Security Key' and then 'Change password', then go to 'Mobile Security Key' and choose ‘Change password’.

Do I have to use my Mobile Security Key every time I log on to the HSBC HK Mobile Banking app?

Yes, you need to use your Mobile Security Key to log on to mobile banking on a device that has an activated Mobile Security Key.

Although you won't need your username and memorable answer to log on to mobile banking with a Mobile Security Key, you'll still need these credentials to log on to online banking.

How do I use my Mobile Security Key to log on to online banking?

You can use your Mobile Security Key to generate a security code to log on to online banking with. Simply follow these steps, which will also be shown on the online banking log on page.

1. Open the HSBC HK Mobile Banking app on your Mobile Security Key-activated device.
2. Select 'Generate Security Code' from the bottom of the screen in the app.
3. Choose 'Log on'.
4. Type in your Mobile Security Key password and select 'Generate code'. Alternatively, you can use biometric authentication to do this if you've enabled it.
5. Enter the security code in the field on the online banking log on page.

Can someone else log on to their mobile banking on my Mobile Security Key-activated device?

No, your Mobile Security Key is linked to your personal accounts once activated so only you can access your accounts on your Mobile Security Key-activated device. No one else can log on to their mobile banking using that device.

Can I have a physical Security Device as well as Mobile Security Key?

You can only have either a Security Device or a Mobile Security Key. You can own and activate only one at a time so as to keep your accounts secure.

We recommend choosing a Mobile Security Key so you won't need to carry an additional Security Device with you. It offers a more convenient way to access our full range of mobile and online banking services.

What happens if my Mobile Security Key-activated device is lost or stolen?

Call us so we can suspend your online banking immediately and prevent anyone else from accessing your accounts.

What do I need to do if I've changed the SIM card or mobile number on my Mobile Security Key-activated device?

If you've changed your SIM card, you don't need to do anything since your Mobile Security Key is tied to your device, not your SIM card or mobile number.

If you've changed your mobile number, please update your contact details in online banking. You'll need your Security Device or Mobile Security Key to do this. Simply log on, then go to 'Change Personal Information and Address'.

Can I use an overseas mobile number to activate my Mobile Security Key?

Yes, as long as you're able to receive text messages for the number in the country you're in. That's because we'll send an activation code to that number once you've successfully registered it in our records.

I'm visually impaired and I use a Security Device. Can I use the Mobile Security Key?

Our HSBC HK Mobile Banking app follows accessibility standards so visually impaired customers can also activate and use the Mobile Security Key. But if you're unsure, you can still use your Security Device which is designed for visually impaired customers.

Can I use the Mobile Security Key on someone else's device if I don't have mine with me?

No, your Mobile Security Key is tied to your personal device. We highly recommend that you activate your Mobile Security Key on the device you use regularly.

I share my device with someone else. Why can't we log on to both our HSBC accounts?

Once you've activated Mobile Security Key on a device, your Mobile Security Key will be linked to your personal accounts. Only you can access your accounts using that Mobile Security Key-activated device. No one else will be able to log on to their mobile banking with your Mobile Security Key-activated device.

How do I log on to the HSBC HK Mobile Banking app if I switch my Mobile Security Key to another device where biometric authentication is unavailable?

If biometric authentication is not available on that device, you'll need to use other ways of logging on to mobile banking, such as with your Mobile Security Key password.

Where can I see my holdings of FlexInvest?

The holding of FlexInvest will be located under the Unit Trust section of the investment tab.

How is the Total Market Value of all holdings shown in the investment tab calculated?

The total market values is calculated by the sum of all holding balances in HKD.
 

How is the Total Market Value of all holdings shown in the investment tab calculated?

The total market values is calculated by the sum of all holding balances in HKD. 

Why is the holding value on the Account summary screen different compared to the total market value within the investment tab?

This is due to difference in price used for computing market value of Stock holdings. The Stock price used for investment holding balance on the account summary screen is the closing price (T-1 or current trading-day close) applied on the settled position of Stocks; whereas the Stock price used for calculating holding value within the investment tab is the latest market price (with a delay of at least 15 minutes). However, for products other than Stocks, there is no difference in market value.

What is the exchange rate used to display holding value on Accounts summary screen and holding value within the investment tab?

The foreign exchange rate used is both the real-time Buy/Sell rate.

Will joint account be shown in the investment tab?

Yes, joint accounts are shown in the investment tab.

What is the market price used to calculate holding value for various products within the investment tab?

The market price used to calculate the holding balance is specific to each product type. Stocks are shown with 15 minutes delay; Unit Trust will have intra-day update price from fund house; ELI and Bonds will show the T-1 closing price. The market price is not applicable for CPI and DPS.

Where can I access my Risk Profiling Questionnaire on the HSBC HK Mobile Banking app?

You can access the Risk Profiling Questionnaire via the top right Profile Icon. Please click on Investment and select Risk Profiling Questionnaire.

Will the push notifications show details of my transfers?

For your account eStatement/eAdvice, only the first 6 digits of your account number will be shown.

For FPS payments, only the last name and initials of the payer and the first 6 digits of your account number will be shown.

How can I opt in or out of receiving push notifications?

You can opt in or out of receiving push notifications at any time by changing your communication preferences on the HSBC HK app.

1. Log on to the app.
2. Select your Profile icon on the top right corner of the 'Home' page.
3. Find 'Settings and preferences' and select 'Communication preferences'.
4. Choose ‘Notification preferences’.
5. Switch on/off "send me notification".
   
   You can also go to 'Notification preferences' through your message history. Simply click on the 3 dots next to an existing message, then select "change my preference", and you'd be brought to Notification preferences page where you can switch on/off "send me notification". 
   

What should I do if my push notification-enabled device is lost or stolen?

Enable push notifications on your new device as soon as possible. Once you've done that, we'll send notifications to that device only.

Don't worry, sensitive information such as your account number and name are masked in push notifications for your security.

Why can't I enable push notifications?

Please check if you've activated your Mobile Security Key - you'll need it to enable push notifications.

You may also be using a device or operating system that we don't currently support. For more information, please visit the Mobile Security Key page.

Can I receive notifications on another mobile device?

We send push notifications to the device on which you activated your Mobile Security Key only, for security reasons.

Are push notifications free?

Yes, you'll receive push notifications for free.

Can I change the languages for push notifications?

Yes, you can do this by changing the language selection for your HSBC HK app.

Please note, we won't be able to change the language for any push notifications we've already sent.

What type of notifications will I receive?

The following push notifications are active for customers who opt-in to push notifications:

1. a credit card transaction is rejected
2. you’ve paid your credit card
3. your banking or credit card e-statement is ready
   
4. you receive a payment via FPS
5. your credit card bill is due

If you've joined the HSBC Life Well+ programme, you'll also get notifications when:

1. your Apple Watch is successfully delivered
2. HSBC Life Well+ is about to start in 2 days
3. you haven't logged on the HSBC HK app for 5 days to synchronize your steps
4. you're below your steps target
5. to remind you to synchronize your steps  

More notifications will be introduced over time to help you keep track of your accounts.

Why don't I sometimes receive push notifications?

There might be a couple of reasons for this.

1. You might have prevented the HSBC HK app from sending you any notifications. To allow notifications from the app, log on, then click the bell icon on the right corner of the 'Home' page. If there's a banner that takes you to device settings, then you need to follow the link and enable notifications in your device settings.
2. There might be occasionally be delays or delivery failures for notifications. This could be due to network connectivity issues or the data and battery optimization settings on your device.
3. If you’re on an Android device, Google services may be limited in some countries and territories so your device may not be able to receive push notifications  in those areas.

However, you can usually find your notifications in your notification history as well as a copy over email, too.

Why aren't I receiving any SMS notification after turning on notifications? 

Once you select 'send me notifications', we'll send you a notification instead of an SMS when your credit card bill is due or you've paid your card.

How can I revisit my push notifications in the HSBC HK app?

Once you've logged on to the HSBC HK app, you can access your push notifications by tapping the bell icon on the top right corner of the 'Home' page.

Can I delete the push notification from the notification center?

Yes, you can.

To delete the push notification from the notification center, please follow the steps below:

• click the 3 dots at the end of the message that you wish to delete. Then you'll see an action menu on the bottom of the page
• select 'Delete' from the action menu.

If the message has been deleted successfully, it will be disappeared from the notification center.

Why can't I access the HSBC HK Mobile Banking app when there's a blue light filter app on my device?

If you've installed and enabled a blue light filter app on your device, you won't be able to access the HSBC HK Mobile Banking app. That's because such apps interfere with our security measures which are designed to protect your banking information.

Please disable the blue light filter app on your device to access the HSBC HK Mobile Banking app.

What should I do if my device has been jailbroken, rooted or modified?

You won't be able to continue using our app if your device has been modified. Please log off and uninstall the app, then download the HSBC HK Mobile Banking app again from the official app stores.

You'll see a message if your device is detected as jailbroken / rooted. Your device may be less secure against fraudulent transactions. You won't be able to use our app for security reasons. Please use our app on a device that's not jailbroken / rooted instead.

I can't access the HSBC HK Mobile Banking app anymore on my Mobile Security Key-activated device as it's jailbroken / rooted. What can I do?

You won't be able to use our app on a jailbroken / rooted device as it's less secure against fraudulent transactions.

If you want to use mobile banking, please call us on (852) 2233 3000. We can send you a Security Device or remove your Mobile Security Key from the jailbroken / rooted device for you. You can then activate your Mobile Security Key again on a device that's not jailbroken / rooted.

In the meantime, if you've enabled logging on with dual passwords, you can log on with a different device, use online banking or other ways to bank.

Here are some tips to keep your accounts secure when you log on to mobile banking on mobile phones and tablets. You can find even more tips for safer online and mobile banking on our website.

• Don't store your username and password on your devices.
• Install the latest anti-virus and anti-spyware software on your devices, and update them regularly.
• Avoid sharing your devices with others. Use only your own devices to log on.
• Don't leave your devices unattended after logging on to online or mobile banking. Always log off properly when your'e done.
• Wipe the data on your old devices before donating, reselling or recycling them.
• Review your transaction history in online banking if you lose a device. Call us on 2233 3000 to report the loss and any suspicious transactions. You should also enable wiping access remotely.
• Put an automatic lock on your phone so it requires a password/passcode to prevent unauthorised access to your device.
• Use only trusted Wi-Fi networks or service providers, and enable security protection such as Wi-Fi Protected Access (WPA) if you can.
• Disable Bluetooth if you're not using it, or set your device to non-discoverable mode.
• Use the original default browser on the device rather than browsers downloaded from other sources.
• Don't use a jailbroken / rooted device to log on to your banking as it may have security loopholes.
• Don't install apps or keyboards from sources you can't trust on your device. Make sure you understand the permissions you're allowing the app before installing it.
• Install updates and patches for your device as soon as you can, including any app and operating system upgrades/updates. If you can, enable data encryption on your device.
• Always enter www.hsbc.com.hk directly into the browser or use the HSBC HK Mobile Banking app downloaded from official app stores to avoid fraudulent websites and apps.
• Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this appears as a padlock next to our bank name at the top of the page. Note: this may be hidden on some screens and will show up only when you're scrolling down the page.
• Don't enable any blue light filter apps to run when you're using the HSBC HK Mobile Banking app as they may interfere with our security measures which are designed to protect your banking information.
• Don't mirror your screen so that other people can see it too.

Am I eligible to open an account with the HSBC HK Mobile Banking app?

Yes, if you meet ALL the following criteria:

• HKID holder (permanent or non-permanent resident)
  
• Residing in Hong Kong
• Age 18 - 64
  • Do not hold any of the following:
    
    • HSBC banking or Time Deposit Accounts
    • HSBC Investment Accounts (e.g. account suffix 381 or 383)
    • HSBC credit cards (including supplementary credit cards)
     

I used to have accounts or cards with HSBC but I have closed them all. Can I use this service?

Yes. As long as you don't currently have any accounts or credit cards with us and you meet the other requirements, you can use the HSBC Mobile Banking app to open your account.

Account opening process

How do I open an account online?

First you need to download the latest version of the HSBC HK Mobile Banking app. Have your HKID ready to start the process, and be ready to take a selfie as the final step. If you are US resident, we will ask you to provide further documentation and our staff will contact you for next step.

What kind of account can I open?

You can open a Premier or HSBC One Account. Please note that you can't use the service to open an investment account or apply for a credit card or cheque book, but you can do these things at our branches, or using online banking, or at an ATM. For investment account opening, please bring along your address proof issued within past 3 months.

Will I receive an ATM card after using the HSBC HK Mobile Banking app to open an account?

Yes. You'll receive your ATM card in the mail after 3 working days (Monday to Friday, except Saturday, Sunday and Public Holiday). You'll get a separate mail with your ATM pin to activate your card.

If I don’t register for HSBC Personal Internet Banking right after the account opening process in the app, how can I apply again?

You'll need to wait until you receive your ATM PIN, and use that to register for Personal Internet Banking.

I need to open an investment account as well. How do I do that?

Please visit one of our branches to open your investment account. You'll need to bring along address proof issued within the past 3 months.

How will I know if my account opening was successful?

You'll see a confirmation message when you finish the account opening process. In addition, we'll send a welcome SMS to your registered mobile number, followed by a welcome email to your registered email address within 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday).

I received the message: “We are sorry that we are unable to proceed with your account opening application, we will be contacting you in 2 working days for getting additional details from you.” What should I do?

Please wait patiently, our staff will contact you with 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) to help you with the application. We might need you to provide some supporting documents or answer some follow-up questions.

I didn't receive the SMS verification code while trying to open my account. What should I do?

First, please make sure you have entered the correct mobile phone number. If the number is correct, request another code. Please note, we will send a maximum of 3 SMS codes to the same mobile number. After that, you'll need to wait 120 minutes to try again.

I accidentally closed the window in the middle of the account opening process. What should I do?

If you closed the window before you received your account number, you'll need to start a new application. If you closed the window after receiving your account number, you'll need to wait for your ATM card and PIN to arrive in the mail.

Deposit requirements

Do I need to deposit a certain amount of money into my newly opened account?

There is no minimum account balance for HSBC One Account. For HSBC Premier, your Total Relationship Balance must be at least HKD1,000,000, or a monthly service fee will be charged.

Does my newly opened account support multiple currencies?

Yes integrated account supports HKD savings and current accounts, and 11 major foreign currency savings accounts, including RMB.

Other enquiries

I opened the account on a Saturday night, but did not receive any SMS. Does it mean my account opening was not successful?

If you saw an account number after the final step, it means your account has been opened successfully. You will receive your ATM card soon.

If you didn't see an account number, please wait 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) for our staff to contact you for more support.

How soon until I can use my account?

As soon as you open your account and register for Personal Internet Banking, you can start depositing money. However, please note that it will be 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) before you can withdraw money from your new account.

How soon can I withdraw money from my account?

You can withdraw money from your account in 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday). However, you can view your account details via the HSBC HK Mobile Banking app or online banking as soon as you register for Personal Internet Banking.

Is the HSBC HK Mobile Banking app a secure way to open an account?

Yes. Data security is our top priority. We strive at all times to ensure that your personal data is protected against unauthorised or accidental access, processing or erasure. We maintain this commitment to data security by implementing appropriate physical, electronic and managerial measures to safeguard and secure your personal data.

How do I order a chequebook?

Your signature is required before you can order a chequebook. Please visit one of our branches to submit your signature in person.

To which third party service provider will my HKID card copy and selfie be transferred?

Your selfie and HKID card copy will be transferred to TransUnion Limited where it will be held for 7 days and then deleted.

Benefits and eligibility

How do I open an integrated account through the HSBC HK Mobile Banking app? 

If you’re a new HSBC customer, simply download the latest version of the HSBC HK Mobile Banking app and make your application. If you’re an existing customer, please log on to the app and find the application under ‘Products and services’ on your home screen.

What’s the eligibility criteria for an existing customer to open an integrated account through the HSBC HK Mobile Banking app?
To open an integrated account through the HSBC HK Mobile Banking app as an existing customer, you have to:

• Reside in Hong Kong
  
• Be between 18 and 65 years of age
  
• Hold at least one sole deposit account or joint account (either to sign) with HSBC
  
• Not have a sole integrated account with HSBC
  
  If you do not meet all of the requirements above, please visit any of our branches to apply for an integrated account.

Why do I see the message “Unfortunately, we can’t proceed with your application right now. Please update your mobile number, email address and/or residential address before continuing” during the application?

You may have an outdated mobile number, email address and/or residential address in our records. Please update your contact details through online banking on your browser by logging on and selecting My banking > Personal details > Phone numbers/email address or Address details. You can continue your application once the change(s) takes effect.Please note that changes to personal details usually take effect on the same day if the changes are made within the service window (Mon-Fri 09:00-19:55, Sat 09:00-17:25) and on the following business day if made outside of the service window. Changes may take up to 2 business days to take effect.
 

What should I do if my contact details displayed in the application are incorrect?

You can update your contact details through online banking on your browser. After logging on, please select My banking > Personal details > Phone numbers/email address or Address details to update. Once the update(s) takes effect, you’ll see the change(s) reflected in the application. You should only proceed when the application shows the correct information. Please note that changes to personal details usually take effect on the same day if the changes are made within the service window (Mon-Fri 09:00-19:55, Sat 09:00-17:25) and on the following business day if made outside of the service window. Changes may take up to 2 business days to take effect. If you encounter difficulties logging on to online banking or updating your contact details through online banking, please visit any of our branches for further assistance.
 

I’ve updated my contact details through online banking, but the application is still displaying the outdated details. What should I do?

Changes to contact details usually take effect on the same day if the changes are made within the service window (Mon-Fri 09:00-19:55, Sat 09:00-17:25) and on the following business day if made outside of the service window. Changes may take up to 2 business days to take effect.

The application will display your updated information after the change(s) has taken effect. Please proceed only when the application displays the correct information.

Can I have all correspondence sent to another address instead of my residential address?

To make the application process as effortless as possible, we’ve defaulted the correspondence address of your new account to your residential address in our records. Your ATM card and PIN will be mailed to your residential address as well.

If you’d like to change your correspondence address after this, you can do so through online banking by going to My banking > Address details > Update your residential, work and other correspondence address.

The contact details review page mentions, “We’ll link your new account to your signature in our records.” What does this mean?

To make the application process as effortless as possible, we’ve defaulted your signature specimen for your new account to your existing signature specimen in our records. If you have any questions about this, please visit any of our branches.

What should I do if I can’t recall the signature specimen of my existing account or if I have multiple accounts?

 We’ll default to the signature specimen of your existing sole account, or joint account if you don’t have a sole account with us. If you have any questions about this, please visit any of our branches.

(HSBC Premier only) Why is my preferred branch not available to be selected as my Relationship Manager contact branch?

Unfortunately, only selected branches are available right now. We will continue to work on enhancing your experience with HSBC.
 

After submission
 

How do I know if my integrated account has been successfully opened?

If your integrated account has been successfully opened, you’ll see a confirmation message at the end of the application process. In addition, an SMS welcome message will be sent to your mobile number, followed by a welcome email within 3 working days.

Will I receive an ATM card after successfully opening my account?

Yes, you’ll receive your ATM card 4-6 working days after you submit your application. Your PIN, which you’ll use to activate your ATM card, will arrive separately.
 

I see the message “You can start using your HSBC One account / HSBC Premier account in 4 business days”, after submitting my application. What does it mean?

This message means that while your account has been successfully opened, you’ll have to wait 4 business days for it to be activated, as there are some steps we need to take on our end. Please do not open another integrated account by other means during this waiting period, as the opened account cannot be canceled.

You’ll receive your ATM card 8-10 working days after you submit your application. In order to manage your account through online banking or the HSBC HK Mobile Banking app, you need to register your newly opened account for online access (see "Do I need to do anything if I want to manage my newly opened integrated account through the HSBC HK Mobile Banking app or online banking?") after the account has been activated (4 business days after application submission).

Do I need to do anything if I want to manage my newly opened integrated account through the HSBC HK Mobile Banking app or online banking?

In the vast majority of cases, your newly opened account will be automatically linked to your HSBC HK Mobile Banking app and online banking account.

In the rare case that your new account isn’t automatically linked, please log on to online banking on your browser and go to My banking > More services > Manage online accounts > Online access, to manually link your account.
 

What should I do if I’d like to open an investment account as well?

You can apply for an investment account via the HSBC HK Mobile Banking app after successfully opening your integrated account. Please log on to the app and select the ‘Investment’ tab to access the application. Alternatively, you can visit one of our branches with an address proof document issued within the past 3 months to open an investment account.
 

Other enquiries
 

How secure is the process of opening an account via the HSBC HK Mobile Banking app?

Data security is our top priority. We strive at all times to ensure that your personal data is protected against unauthorised or accidental access, processing or erasure. We maintain this commitment to data security by implementing appropriate physical, electronic and managerial measures to safeguard and secure your personal data.

What's the eStatements and eAdvice service? What are its benefits?

Our eStatements and eAdvice service lets you access your statements and advice in online and mobile banking. By signing up for it, you'll help to save the environment by using less paper while getting the information more quickly. Of course, you can still print eStatements and eAdvice for your own records or save them on your computer if you'd like.

It's free and simple to use. You can sign up for it in minutes, or if you just opened a new account, you'll be automatically registered for it. What's more, you can get statements and advice for your different accounts securely with just this one service. You can access them any time once they're ready even when you're on the go.

You'll be able to view and download eStatements # from the last 7 years (84 months) *, and eAdvice from the last 3 months.

# available in online banking only.

* eStatements for integrated accounts, HKD Current and Savings accounts are retained for up to 84 months

* Credit card eStatements will also be accumulated for up to 84 months. If you don't see one, you can ask for a paper statement and we'll waive the fee.

* eStatements for other accounts (including investment and securities accounts) are retained for up to 24 months.

As a gentle reminder, we'll send you a push notification, email or text message when your latest eStatement is ready.

How do I block my credit card temporarily?

You can put a temporary block on your credit card if you've misplaced it. Here's how:

1. Log on to the HSBC HK Mobile Banking app.
2. Select the card you want to block and choose 'Manage cards'.
3. Tap the toggle to block the card.

How long can I temporarily block my credit card for?

You can block your card for up to 60 days but you can unblock it any time within those 60 days.

If you've misplaced your card and blocked it, but you can't find your card and unblock it within those 60 days, it will automatically be reported as lost on the 61st day.

What happens when my credit card has been temporarily blocked?

All transactions on that credit card will be blocked, including any mobile transactions or ATM functions.

What transactions can still be made after my credit card is blocked?

Transactions that don't require authorisation or re-authorisation can still be made. These include:

• Existing Direct Debit (e.g. Octopus Auto Add Value Service)
• recurring automatic payments and instalments (e.g. goods bought in retail stores)
• contactless payment transactions under HKD1,000

Please note that you'll remain responsible for these transactions.

How do I unblock my credit card?

You can unblock your card in mobile banking. Here's how:

1. Log on to the HSBC HK Mobile Banking app.
2. Select the card you want to unblock and choose 'Manage cards'.
3. Tap the toggle to unblock the card.

What is a pending transaction?

It's an approved transaction which will be deducted from your available credit limit eventually. It won't be posted to your credit card account until the merchant has sent the transaction to us for settlement.

A pending transaction can also be a temporary hold on funds in your credit card account. Some merchants use this to ensure you have the available credit limit for items such as hotel or car rental deposits. Pending transactions, although will be deducted from your available credit limit, won't affect your account balance, and don't need to be settled until they have been posted.

Can I see pending transactions on all my HSBC credit cards?

You can see pending transactions on all personal credit card accounts. If you're the primary cardholder, you'll be able to see your own pending transactions as well as those of supplementary accounts.

But if you're the supplementary cardholder, you'll only be able to see your own pending transactions.

What are those small amount transactions (e.g. $1 or $0.1) in my pending transactions?

These are generally a security measure that some merchants use to confirm the validity of your credit card. The merchants won't actually post the charge.

The amount may be held for a period of time. It won't appear as a charge on your credit card statement.

How long will it take for a pending transaction to be reflected in my transaction history?

Once you've made a transaction with your credit card, it'll generally be reflected as a pending transaction within minutes.

How long will it take for a pending transaction to be posted on my credit card account?

A transaction will remain as 'pending' on your credit card account until it's sent to us by the merchant and is fully processed. The time it takes varies from merchant to merchant.

I made a transaction but it hasn't been reflected as a 'pending' or 'posted' transaction on my credit card account. Why?

You may have made the transaction offline and it hasn't been submitted to us by the merchant.

Can I dispute a pending transaction?

Pending transactions are subject to change until the final transaction amount has been processed and posted. We recommend that you wait until the transaction has been posted before you dispute it.

But if you suspect that your credit card has been lost, stolen or misused, please call us immediately on (852) 2233 3000.

How does a pending transaction affect my account balance and credit limit?

While a pending transaction is deducted from your available credit limit immediately, it isn't reflected from your account balance until the merchant sends us the settlement request and we process it fully.

Why aren't contactless credit card transactions reflected as pending transactions?

They're not reflected as pending transactions immediately because the authorisation process for contactless transactions is slightly different from other credit card transactions.

I can only see my pending transactions on the HSBC HK App and Reward+ App, but not online banking. Why?

We're working hard to continue improving our online and mobile banking services. Please stay tuned.

Will I be informed when a pending transaction is settled?

No. A pending transaction will become a posted transaction, complete with the posting date and final transaction amount, after we've received the settlement request from the merchant.

I found a pending transaction on my credit card that I didn't make. What should I do?

Please call us on (852) 2233 3000 if you want to dispute the transaction, or if you suspect that your credit card has been lost, stolen or misused.

I applied to pay a credit card transaction by instalments but the transaction is shown as 'pending'. Does that mean my application is still pending approval?

While your application is still being processed, instalments will be shown as pending transactions and the instalment amount deducted from your available credit limit.

It'll be moved to an instalment plan once the merchant has processed your transaction fully.

Some pending transactions do not have a merchant name. Why?

That's because some merchants do not provide it.

What happens if a pending transaction is voided or returned before it's been settled through my credit card account?

The pending transaction will be removed and your credit limit will be released accordingly.

What is a Spending Instalment Plan?

A Spending Instalment Plan lets you settle individual eligible transactions or your eligible card account balance (minimum HKD1,000) by instalment.

What are the eligibility requirements to apply for a Spending Instalment Plan?

The only requirement is that your card account must have at least HKD1,000 of eligible balance.

Please note:

Primary cardholders can apply the balance or transactions made under Primary or Additional card via the HSBC HK Mobile Banking app and other channels.

Additional cardholders can apply for a Spending Instalment Plan for their own balance or transactions on the HSBC website or via the HSBC hotline.

Why can't I apply for a Spending Instalment Plan on the HSBC HK Mobile Banking app?

You won't be able to apply for a Spending Instalment Plan if:

• your selected card type is ineligible

• your card account does not have at least HKD1,000 of eligible balance
• you're an additional cardholder, rather than the primary cardholder

The following cards are ineligible:

• USD Visa Gold Card
• an undergraduate credit card
• a private label card
• RMB sub-account of a UnionPay Dual Currency Credit Card
• RMB sub-account of a HSBC Pulse UnionPay Currency Diamond Card

Please note:

Additional cardholders can apply for a Spending Instalment Plan for their own balance or transactions on the HSBC website or via the HSBC hotline.

Which credit cards are eligible for Spending Instalment Plan?

You are eligible to apply for the Spending Instalment Plan only if you hold a personal credit card issued by us (whether a primary or an additional credit card).

The following cards are not eligible:

• USD Visa Gold Card
• an undergraduate credit card
• a private label card
• RMB sub-account of a UnionPay Dual Currency credit card
• RMB sub-account of a HSBC Pulse UnionPay Currency Diamond Card

What kinds of transactions are eligible for the Spending Instalment Plan and when do I need to apply?

The Spending Instalment Plan can only be applied to posted transactions billed on the current statement and posted unbilled transactions made with a card.

You must submit the application via the HSBC HK Mobile Banking app or HSBC Reward+ app at least 1 working day before the payment due date of the relevant transaction.

Ineligible transactions include but are not limited to:

• unposted, cancelled or refunded transactions
• cash advances
• instalment plan
• Octopus AAVS (Octopus Automatic Add-Value Service)
• withdrawal amount under a cash instalment plan and/or a cash credit plan
• gambling transactions
• purchase and/or reload of stored value cards or e-Wallets
• transaction at non-financial institutions (including purchase of foreign currency, money orders and travellers cheques)
• transactions at financial institutions (including purchase of merchandise and services from banks)
• wire transfers
• all fees and charges

How can I apply for a Spending Instalment Plan on the HSBC HK Mobile Banking app?

You can apply by:

• Under 'Explore products and services', select 'Credit cards'. Then select 'Spending Instalment Plan'.

OR

• Select one of your HKD credit cards. Then select 'View more' and choose 'Create or view Spending Instalment Plan'.

What's the minimum amount for a Spending Instalment Plan?

Each Spending Instalment Plan application must be on an eligible balance of at least HKD1,000.

Can I apply for multiple Spending Instalment Plans?

Yes. As long as you have at least HKD1,000 eligible balance or eligible transactions for instalment, you can apply for more than one Spending Instalment Plan.

How do I register for the Cash Payout Scheme online?

You can register for the Cash Payout Scheme with us through:

1. Online Banking
2. Mobile Banking
3. HSBC’s website

Can I submit more than one online registration?

We recommend that you submit only once via HSBC or any other banks that offer online registration.

Where can I find the registration page on Online Banking?

You can access the registration page for the Cash Payout Scheme on Online Banking by:

1. Logging on to Online Banking,
2. Selecting 'My banking '
3. Selecting 'Cash Payout Scheme'.

You will also receive a popup notification with a prompt to register for the Cash Payout Scheme, upon your first login to your Online Banking.

Where can I find the registration on the HSBC HK Mobile Banking app?

You can access the registration page for the Cash Payout Scheme on Mobile Banking by:

1. Log on to the HSBC HK Mobile Banking app.
2. Scroll down in 'Home' and choose 'Cash Payout Scheme'.

You will also receive a popup notification with a prompt to register for the Cash Payout Scheme upon your first three logins to your HSBC HK Mobile Banking.

I want to register for the Cash Payout Scheme with an account that is not shown on my registration page. How can I select that account?

You can only register with these active sole-name HKD saving and current accounts:

• HSBC Jade (HKD savings and current accounts)
• HSBC Premier (HKD savings and current accounts)
• HSBC One (HKD savings and current accounts)
• Hong Kong Dollar Savings Account
• Hong Kong Dollar Current Account
• Super Ease Account
• University Student Account
• Cash Card
• Hong Kong Dollar Statement Savings Account
• Revolving Credit Facility Account
• AssetLink Account
• Personal Overdraft Account

All other accounts are ineligible and can't be used to register for the Cash Payout Scheme.

What account types do HSBC support for the Cash Payout Scheme?

You can only register with these active sole-name HKD saving and current accounts:

•  HSBC Jade (HKD savings and current accounts)
• HSBC Premier (HKD savings and current accounts)
• HSBC One (HKD savings and current accounts)
• Hong Kong Dollar Savings Account
• Hong Kong Dollar Current Account
• Super Ease Account
• University Student Account
• Cash Card
• Hong Kong Dollar Statement Savings Account
• Revolving Credit Facility Account
• AssetLink Account
• Personal Overdraft Account

All other accounts are ineligible and can't be used to register for the Cash Payout Scheme.

I want to register with a different phone number than the one on bank record. How do I change my contact number when registering?

If you want to register with a different number than the one on bank record, please select 'Input 8-digit contact telephone number' and enter your preferred phone number. The new contact number provided in your registration will not be updated to the bank record.

The phone number on bank record is incorrect. How do I change it for my registration?

If you want to change your phone number on bank record, please update it via Online Banking, visit one of our branches, or call us for assistance:

HSBC Jade customers

(852) 2233 3033

HSBC Premier customer

(852) 2233 3322

HSBC One customers
(852) 2233 3000

Other customers

(852) 2233 3000

Please proceed with your registration after your phone number has been updated.

If I register with a different phone number than the one on bank record, will my contact number be updated in the bank record?

No, your phone number will only be used to register for the Cash Payout Scheme. Your contact details in our record won't be updated.

I don't have a Hong Kong phone number or I want to register with an overseas number. Can I register with an overseas phone number?

You can only register with an international phone number if we have it in our bank record. In this case, please select 'Use bank record' during registration. Otherwise, you can only input a Hong Kong phone number that is SMS-enabled.

Why is half of my phone number on bank record masked?

For your privacy and security, we've masked your phone number. If you're unsure about the masked phone number, please select 'Edit' to return to the previous page and input your phone number manually.

I entered a new contact number for the registration but I haven’t received an SMS confirmation. How do I know my registration has been submitted?

If your online registration was successful, your status will be updated on the Cash Payout Scheme page on your HSBC Online Banking or HSBC HK Mobile bank app in 2-3 business days. Otherwise you can also call our 24hour hotline 2996 7288 to check your registration status.

What is the 'Declaration and Undertaking of Registrant' and why must I agree to it to register?

The 'Declaration and Undertaking of Registrant' is an agreement provided by the Hong Kong government. Please make sure to read through and understand the content before proceeding with your registration. By agreeing to the document, you understand the purpose and any legal responsibilities regarding the Cash Payout Scheme.

Can I edit my details after submitting my registration?

If you've successfully submitted your registration to us, you won't be able to edit your submission. If you need to amend or cancel your registration, please call the government hotline 182020.

Can I cancel my submission with HSBC?

If you need to amend or cancel your registration, please call the government hotline 182020.

How do I find my application reference number?

You can log on to Online Banking or Mobile Banking to check your registration status. Alternatively, you can call our 24-hour hotline (852) 2996 7288 for further assistance.

Where can I check the status of my registration?

If you've registered for the Cash Payout Scheme with us, you can check your registration status by:

1. Logging on to your HSBC HK Mobile Banking app, scroll down in 'Home' and choose 'Cash Payout Scheme'.　
2. Logging on to your Online Banking and selecting 'Cash Payout Scheme' under 'My Banking'
3. Calling our 24-hotline (852) 2996 7288

Why are there multiple registration statuses on my page?

If you have registered for the Cash Payout Scheme through channels other than online registration (e.g. paper form), the status of all registrations would show on your registration summary.

I've submitted my online registration but it's not showing on my registration summary. Where can I find my registration summary?

Our daily cutoff time for submitting the Cash Payout Scheme registration is 17:00 from Mondays to Saturdays. Registrations submitted before the cutoff time will be updated in the system within 2 days, while registrations submitted after the cutoff time will be updated in the system within 3 days. If you don't see the registration on your status page, please check again later.

My online registration for the Cash Payout Scheme was rejected, how do I re-apply?

If your registration is rejected by us or the government, you can re-apply by:

HSBC HK Mobile Banking app

1. Logging on to your Mobile Banking, scrolling down in 'Home' and choosing 'Cash Payout Scheme'.
2. Select ‘Register now’ from the registration summary page.

Online Banking

1. Logging on to your Online Banking and selecting 'Cash Payout Scheme' under 'My Banking'
2. Select 'Register now' from the registration summary page.

If you have other registrations pending, you won't be able to re-apply.

What should I do if my registration status is shown as anything other than 'Processing?

If your status is shown as 'Processing', it's being reviewed and you can check for an update later. But if your registration is shown as having been 'rejected by bank', please visit your nearest branch for help. If you see any other statuses, please call the government hotline on 182020 instead. Here are the statuses you may see:

• Processing
• Rejected by bank: missing applicant's name
• Rejected by bank: missing account number
• Rejected by bank: missing HKID
• Rejected by bank: invalid HKID number
• Rejected by bank: invalid HKID number format
• Rejected by bank: invalid account number format
• Rejected by bank: invalid account number
• Rejected by bank: missing signature
• Rejected by bank: account not under this HKID
• Rejected by bank: account not sole-name account
• Rejected by bank: inactive account
• Rejected by bank: account not found
• Rejected by bank: invalid or missing bank code
• Rejected by bank: no HKID document in bank record
• Rejected by bank: invalid registration date
• Rejected by bank: invalid information
• Not processed further: duplicate registration
• Registration unsuccessful: duplicate registration
• Registration unsuccessful: ineligible

I have already submitted an online registration. Why can I still see the 'Register now' button on my status page?

You can re-apply for the Cash Payout Scheme if:

1. Your registration has been rejected by the bank or government
2. No payment has been made to your account
3. None of your registrations show the following status:
4. Payment successful
5. Registration information received by bank
6. Registration received by the Government
7. Registration pending: not meeting eligibility criteria

Why can't I select 'Register now' on my status page?

You are not eligible to register again if:

1. One of your registrations is still being processed
2. Payment has already been made to your account
3. Your registration currently has one of the following status:
4. Payment successful
5. Registration information received by bank
6. Registration received by the Government
7. Registration pending: not meeting eligibility criteria

How do I check my payment status online?

You can check your payment status by:

1. Logging on to your online banking or mobile banking
2. Selecting 'My banking' in online banking or scrolling down in 'Home' in mobile banking
3. Selecting 'Cash Payout Scheme'.

If the payment has been processed and paid to your account, the date of payment and your account number will be shown at the status page.

My registration for the Cash Payout Scheme has been approved. When will I receive the money?

Registration within 21 – 30 June:

Upon verification of your eligibility, payment will be made to your specified bank account on or after 08 July 2020. For enquiries, please call us at (852) 2996 7288.

Registration after 30 June:

Please allow a minimum of 6 business days to receive your payment after registration approval.

How can I change the selected account on my approved registration?

If you've successfully submitted your registration to us, you won't be able to edit your submission. If you need to amend or cancel your registration, please call the government hotline 182020.

My session timed out before I submitted my registration. Do I need to restart the registration?

For security reasons, you will be logged off and you will need to log on again to restart the registration

Why am I seeing these error messages when registering?

1. Temporary unavailable
   If you see 'Temporarily unavailable,' please try again later. We apologise for any inconvenience caused.
2. No HKD sole-name savings or current bank account
   If you see 'You do not hold any HKD sole-name savings or current bank account,' please visit one of our branches to open a HKD sole-name saving or current account with your HKID.
3. Duplicated registration
   If you see 'Duplicated registration,' our records show that you have already registered for the Cash Payout Scheme. Please log on to your Online or Mobile Banking to check your registration status, or call the government hotline 182020 for enquiries.