Mobile Banking

Which countries are the HSBC HK Mobile Banking app supported in?

The HSBC HK Mobile Banking app is supported in all countries worldwide. You can download the app in the App Store or Google Play™.

Can I use the new HSBC HK Mobile Banking app to access my HSBC accounts in other countries?

The app is only available to Hong Kong HSBC Personal Internet Banking users, but you will be able to see your globally linked accounts in the new HSBC HK Mobile Banking app.

If you have Personal Internet Banking access in another country, you can access the existing HSBC Mobile Banking app, and use the country selector tool to determine if mobile banking is available in that country. If it is available, you can access and manage your HSBC accounts in that country.

Can I exit HSBC HK Mobile Banking by closing the app or switching off my mobile phone?

We strongly recommend that you close the HSBC HK Mobile Banking app properly by tapping the log off button at the bottom of the screen.

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

If a blue light filter app is installed and enabled on your device, you will not be able to access the HSBC HK Mobile Banking app, since such app interferes with HSBC's security measures which are designed to protect your banking information. Please disable the blue light filter app on your device to continue using our app.

What kinds of accounts can I access using the new HSBC HK Mobile Banking app?

All integrated accounts, as well as current, savings, time deposit, credit card, investment/securities (Hong Kong, U.S. stocks and China A Shares only), gold and loan accounts are supported. If you have questions about other accounts/services such as MPF/ORSO, insurance, etc., please visit HSBC Personal Internet Banking.

Why do I see 2 different balance amounts?

One is the account ledger balance and the other is the available balance. The ledger balance is the amount which may include the cheques that have been deposited into the account but that have not yet been cleared for withdrawal and / or other credits that have not yet become part of the available balance. 

The available balance is the amount of money in the account that is available for withdrawal.

How far back does the transaction history go in the HSBC HK Mobile Banking app?

You can check the transaction history on the current and previous statements for your current, savings, gold and credit card accounts.

Why is the bill payment function changed to the new design?

At HSBC, we are continually striving to improve your mobile banking experience. This includes a function uplift to support bill payment to new merchants, together with improved design.

What types of transfer can I make?

You can make HKD and/or foreign currency transfers to:

• your HSBC accounts; which includes your HSBC accounts worldwide with Global Transfers (exclusive to HSBC Premier and HSBC Advance customers) 
• third party accounts in any local bank 
  
  

Please log on to Personal Internet Banking to transfer money to overseas accounts. 

For local transfers below HKD10,000 a day, you can use FPS as part of the HSBC HK Mobile Banking app to pay individuals or merchants instantly in HKD or RMB across participating local banks and Stored Value Facilities (SVF) operators. All you need is the payee's mobile number, email address or FPS Identifier.

How can I pay bill?

Select "Bill Payment" in the Menu.

To pay for a previous paid merchant, select the merchant under the "Previously paid merchants" tab and proceed for the payment.

To pay for a new bill, select the merchant under the "Full merchant list" tab, choose the bill type (if applicable) and then input the "Bill payee account number" to proceed for the payment.

What should I input for "Bill payee account number"?

The "Bill payee account number" for each merchant may be different. Click the "?" icon next to the "Bill payee account number" to find out more.

How can I save a newly paid merchant into the "Previously paid merchants"?

Once you have completed paying a bill, the merchant will be added to the "Previously paid merchants" automatically in most of the time. Please note that some of the merchants (e.g. Tax payment) will not be saved by the system.

How can I delete a previously paid merchant?

You can log on to Personal Internet Banking to delete the previously paid merchant.

How can I transfer to a third party account in any local bank and add as "My payee"?

Transferring to a third party account has the same flow as other transfer types. 

Select "Transfer" in the main menu and choose the "From" account. After clicking the "To" account page, click the "New payee" icon under the "All / My accounts / My payees" tab to proceed. You can transfer money to third party HSBC account or other local bank accounts.

If you want to save the account into "My payees" list as a registered account, simply tick the check box "Add to My payees" under the "Account number" field and proceed the transfer. The account will be saved to the "My payees" list after the instruction is effective.

(Security Device or Mobile Security Key is required to complete this transaction.)

How can I update the transfer limit of payees in "My payees" list?

Please log on to Personal Internet banking to update the transfer limit.

(Security Device or Mobile Security Key is required to complete this transaction.)

How can I delete an account in "My payees" list?

Please log on to Personal Internet banking to delete the accounts.

Why I see the error message "Your instruction of adding the payee as your registered transfer accounts cannot be processed." when I completed the new payee transfer?

Please check if the account you added is correct or already under "My payees" list.

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 same day, you can only pay the current bill with the remaining daily limit. Please note that the limit will not be refreshed based on the completed payments.

Can I set up Hong Kong dollar standing instructions?

Yes, you can set up Hong Kong dollar standing instructions in the HSBC HK Mobile Banking app. Simply select the transfer frequency under the "How often" tab when making fund transfer.

Can I make a tax payment?

Yes. You can make a tax payment by selecting "INLAND REVENUE DEPARTMENT" under the "Full merchant list" tab and then proceed for the payment. Please note that tax payment would not be saved under "Previously paid merchants" even the payment is completed successfully.

How can I view my eReceipt?

You can log on to Personal Internet Banking to view your eReceipt.

Is there an option to select the payment amount for my credit card?

Select the credit card account you wish to pay in the “Account” page. In the "Account Details" page you can then choose to ‘Pay last statement balance’ or ‘Pay current minimum payment amount’. Select the payment amount and you will then be asked to select the account you wish to pay “From”. The “From” and “To” accounts will be prefilled according to your selection and the subsequent steps follow the usual transfer process.

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

The following, one-time and recurring payments can be viewed:

• Transfers to HSBC accounts
  
• Global transfers
• Transfers to other local banks
• Transfers to overseas banks
• Bill payment

Where can I access the Manage Future Payments function?

You can access Manage Future Payments from the ‘Banking’ menu.

Can I amend my future dated payments?

You cannot amend your future dated payments, but you can delete them.

What do I have to do to see my Global View accounts?

Once you have logged on to the HSBC HK Mobile Banking app, you can get an overview of all your local and globally linked accounts. Local accounts are shown first; you may need to scroll down the page to view your global accounts.

Can I make forward-dated or recurring transfers via Global Transfer through the HSBC HK Mobile Banking app?

Yes, the Global Transfer function at the HSBC HK Mobile Banking app supports immediate and one-time forward dated transfer, but not recurring transfer.

Why are the stock price quotations in the pre-log on Stock/Market Information section different from the ones inside the app after I've logged on?

Pre-log on stock quotes have a time lag of at least 15 minutes. Once you've logged on, the information you see is given in real-time, unless otherwise stated.

Who can use the Stock Alerts service?

Stock Alerts are available to existing HSBC Personal Internet Banking customers who hold an investment account and have registered for the eAlert service. Please check your eAlert service registration for availability.

Please note that Stock Alerts are intended solely for distribution in Hong Kong, and are not intended for distribution to persons in jurisdictions where such distribution or use would be contrary to the laws or regulations of those jurisdictions, including the United States of America. If you are a resident of any such jurisdiction, please do not subscribe to the eAlert service for stocks.

Starting from 25 June 2017, We will not send eAlert for Stock Alert to customers who are identified as US Persons and have maintained any US residential / correspondence / work address in our records, even though they have already registered for the IPO Update service or registered for Stock Alerts service and set up individual stock price alert / stock index alert.

Do I need to pay to receive Stock Alerts?

HSBC provides Stocks Alerts as a free service (until further notice), but charges by your telecom service provider may be incurred.

How are Stock Alerts triggered?

Alerts are triggered based on real-time stock prices/indexes and will be delivered to your mobile device as SMS or push notifications. The service supports a watch list of up to 20 stocks or indexes. Any alert that is set at 1 higher or 1 lower than the nominal price for any stock/index will be counted as two alerts.

How can I receive Stock Alerts through push notifications?

Push notifications for Stock Alerts are only available to iOS and Android OS users. Please activate the function on your iOS or Android OS device.

What is Messages function?

You may receive certain message confirmations on your transactions and can send us your queries. Your messages can only be seen when you log on to HSBC Personal Internet Banking/HSBC HK Mobile Banking app.

In order to send a message, users are required to be logged in via the Security Device or Mobile Security Key.

Please note that this message function is solely for customers' enquiries or feedback and is not intended for giving urgent banking instructions or reporting an urgent matter (e.g. reporting of fraud or suspicious transactions). If you suspect fraud or suspicious transactions, please call our customer service hotline. Any instruction received by us through Messages will not be processed.

What happens if my device is jailbroken / rooted or the app has been modified?

If your device has been modified, you will not be allowed to continue using our app. You have to close and uninstall our app, and then download the HSBC HK Mobile Banking app again from the official app stores.

If a jailbroken / rooted mobile device is detected, then a message as follows will appear on the screen to inform you that the device is jailbroken / rooted. Your device may be less secure and may lead to fraudulent transactions. For security reasons, you will not be allowed to use our app. Please use a non-jailbroken / rooted mobile device to use our app.

Security Tips

The following are security tips for you to log on to HSBC Mobile Banking via mobile handsets and tablets. For the full set of security tips of HSBC Internet / Mobile Banking, please visit our Full website.

1. Do not store your Internet/Mobile Banking username and password on your mobile handsets and tablets.

2. Install and update the latest anti-virus and anti-spyware software regularly on your mobile handsets and tablets, whenever they are available.

3. Avoid sharing your mobile handsets and tablets with others and use your own handset or tablet to log on.

4. Do not leave your handset or tablet unattended after logon to Internet/Mobile Banking. Always log off properly when you are finished with it.

5. Wipe data on your old phone or tablet before donation, reselling or recycling.

6. If you lose your mobile phone or tablet, you should review your account transaction history through Personal Internet Banking (PIB). If there are any suspicious transactions, please contact Customer Service Hotline and report to us immediately if any. You should also enable remote wiping and report stolen timely.

7. Better set up auto-lock and enable passcode lock to prevent unauthorized access of your handsets.

8. When using Wi-Fi connection, use trusted Wi-Fi networks or service providers and enable security protection such as Wi-Fi Protected Access (WPA), if possible.

9. Disable Bluetooth if you are not using or set the smartphone or tablet to non-discovery mode.

10. Use default browsers originally provided by mobile handsets and tablets rather than newly installed browsers downloaded from other sources.

11. Don't use any jailbroken handset or tablet which may have security loopholes to log on to Internet Banking.

12. Don't install applications on your mobile handsets or tablets from mistrusted sources. Understand the permissions of mobile application before installation. Don't use untrusted custom virtual keyboards.

13. Install updates and patches to your smartphone and tablet timely, covering upgrade/update of OS and other mobile applications. Enable data encryption in handset or tablet if feasible.

14. Always type in address www.hsbc.com.hk directly into the browser or download our native application from official application store only to avoid going to fraudulent websites.

15. HSBC Internet Banking website has adopted EV SSL Certificate (Extended Validation SSL Certificate). For Safari browser, a padlock and the bank name will be shown in green at the top of the browser. (Note: the padlock and the bank name may be hidden at some screens and they will be shown up by scrolling down the screen manually.

16. While using HSBC HK Mobile Banking app, don't enable any blue light filter app which might interfere with HSBC's security measures which are designed to protect your banking information.

17. Don't mirror your screen so that people other than yourself can see it.

Why is HSBC offering me a Mobile Security Key?

Mobile Security Key has been designed to work as part of the HSBC HK Mobile Banking app on supported operating systems and devices. It can be used as a replacement for your physical Security Device. It means you do not need to carry a physical Security Device with you, and offers a more convenient way to access our full range of online banking services. Also, the Mobile Security Key can only be used on your chosen device. This provides you with an additional level of security.

What are the benefits of a Mobile Security Key over physical Security Device?

Mobile Security Key is stored in the HSBC HK Mobile Banking app. If you have a compatible device, you won't have to carry an additional physical Security Device with you to access our full range of online banking services. If you use the HSBC HK Mobile Banking app, Mobile Security Key will make logging on to the HSBC HK Mobile Banking app quicker and easier.

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

Once you have downloaded the HSBC HK Mobile Banking app on your mobile device, you can log on and select "Mobile Security Key" from the settings menu. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Security Key.

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

For security reasons, your Mobile Security Key can only be registered to one device at a time. If you would like to change the mobile device which your Mobile Security Key is linked to, simply log on to the HSBC HK Mobile Banking App with your new mobile device and select "Mobile Security Key" from the settings menu. Then select "Switch to this device" and follow the on-screen instructions.

Can I use my tablet as my Mobile Security Key?

Mobile Security Key is supported on Apple and Android™ devices, including tablets, running the latest operating systems and versions of the HSBC HK Mobile Banking app. However, the design of the app is optimised for certain models only.

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

To maintain the security and integrity of your accounts, only one Security Device can be activated at a time and owned by one customer. You can choose either a physical Security Device or a Mobile Security Key.

The physical Security Device has been designed in a way that it is small enough to carry in a wallet or purse with your cards or attach to a key ring.

The Mobile Security Key is accessed through the HSBC HK Mobile Banking app so you won't need to carry a physical Security Device with you.

What happens if I want to stop using my Mobile Security Key activated mobile device?

Before you discard your mobile device, you'll need to deactivate your Mobile Security Key, which you can do via the HSBC HK Mobile Banking app Settings menu.

If you have got a new mobile device but still have the old one, you can switch your Mobile Security Key from the old device to the new one if Mobile Security Key has not been deactivated from your old device. Download the HSBC HK Mobile Banking App on your new mobile device and select "Mobile Security Key" from the settings menu. You will be asked to generate a security code from your old device and input onto your new device for activation.

We recommend that you also reset your old device to factory settings after deactivation.

If you do not have your old device, then you will need to call us to deactivate the Mobile Security Key on the old device for you. You will need to activate Mobile Security Key on your new mobile device by selecting "Mobile Security Key" from the settings menu in the HSBC HK Mobile Banking app.

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

Call us and we will immediately suspend your Personal Internet Banking to prevent anyone else from accessing your account.

What should I do if I have changed the SIM card or mobile phone number on my Mobile Security Key activated mobile device?

Since Mobile Security Key is tied to your mobile device instead of your SIM card. No special arrangement is needed after you have changed the SIM card or mobile phone number on your Mobile Security Key activated device.

If you have changed your mobile phone number, please update the bank record by log on to Personal Internet Banking and select Change Personal Information and Address. Security Device or Mobile Security Key is required for update personal information.

What about my existing physical Security Device after activated Mobile Security Key?

Once your Mobile Security Key has been activated, your physical Security Device will be deactivated immediately. You can return this to any of our branches.

Why do I have to set up a Mobile Security Key password?

To help prevent anyone else from generating a security code using your mobile device, you will be asked to set up a password for your Mobile Security Key.

What if I forgot my Mobile Security Key password?

You can reset the password by providing answers to your security questions and a one-time passcode validation. Simply follow the "Forgotten password?" link on the log on page. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to reset your Mobile Security Key password.

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

Yes, if you would like to change your Mobile Security Key password, upon successful log on to the HSBC HK Mobile Banking app, select "Mobile Security Key" and then select "Change Password" from the Settings menu.

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

Yes, you have to use your Mobile Security Key when you are logging on to the HSBC HK Mobile Banking app on a Mobile Security Key activated device. You no longer need your username and memorable answer after you have activated your Mobile Security Key while you still need to input certain personal credentials for logging on to Personal Internet Banking.

How do I use Mobile Security Key to log on to Personal Internet Banking?

You can use Mobile Security Key to log on to Personal Internet Banking as well, simply follow below steps to generate the security code. There are also on-screen instructions available on Personal Internet Banking log on page for you to follow. 

• Launch the HSBC HK Mobile Banking app on your mobile device with Mobile Security Key activated
• Select "Generate Security Code" from the bottom of the app screen
• Select "Log on"
• Enter your Mobile Security Key password and tap "Generate code". You can also use Face ID on iPhone X, iOS Touch ID and Android™ Fingerprint ID if you have it enabled

Your security code will be displayed, input in field provided in the Personal Internet Banking log on page.

Can I switch from the Mobile Security Key to a physical Security Device?

Yes. You can log on to Personal Internet Banking, scroll to the bottom, select "Manage security device" and proceed. If you are using older version of Personal Internet Banking, you can select "Switch to Security Device" to proceed under the "Manage Security Device" section. Your Mobile Security Key will be deactivated after you switch to a physical Security Device.

Can others use my Mobile Security Key activated device to log on to their mobile banking?

Mobile Security Key is activated on your personal device. Once it is activated, your Mobile Security Key is linked to your personal accounts, and only you can access your accounts through a Mobile Security Key activated device. Other users cannot log on to their mobile banking using your Mobile Security Key activated device.

Is it mandatory to activate the Mobile Security Key on my device?

Activating the Mobile Security Key on your device is optional. If you prefer to keep your existing security device, please select the option to activate the Mobile Security Key at a later stage.

Are there any restrictions to use an overseas mobile phone number to activate Mobile Security Key?

If you have successfully registered an overseas mobile phone number in the HSBC system, we will deliver the activation code to your phone number. Please ensure you are technically able to receive the message in the country you are in.

I am a visually impaired customer using the physical Security Device. Is there any special arrangement enabling me to use Mobile Security Key?

The HSBC HK Mobile Banking app follows accessibility standards for visually impaired customers to enable you to activate your Mobile Security Key. If you are in doubt, we suggest you to keep your existing physical Security Device designed for visually impaired customers.

Why is it not possible to register for Mobile Security Key with my existing HSBC Mobile Banking app?

Currently, we only support Mobile Security Key on the latest version of the HSBC HK Mobile Banking app.

Can I use someone else's device as my Mobile Security Key if I don't have my own device with me?

The Mobile Security Key is tied to your personal device. We strongly recommended that you register the Mobile Security Key on the device that you commonly use.

I am sharing my device with another person. Why are we not able to log on for both HSBC accounts?

Once you have activated Mobile Security Key on your device, the Mobile Security Key is tied to your device and other people will not be able to log on their own mobile banking using your device.

I have activated Mobile Security Key on a jailbroken/rooted device earlier, but I could no longer access the mobile app anymore, what should I do?

Since your device is jailbroken/rooted, your device may be less secure and may lead to fraudulent transactions. For security reasons and to protect your interest, you will not be allowed to use our app.

In order to continue using our mobile banking services, you may contact our customer service hotline to register a physical Security Device or remove the Mobile Security Key from the jailbroken/rooted device, then you may reactivate Mobile Security Key on another non-jailbroken/rooted device.

In the meantime, if you have dual password, you may logon with a non-jailbroken/rooted device or Personal Internet Banking to enjoy selected services, or use other channels to manage your banking needs.

How do I log on to my HSBC HK Mobile Banking app if I switch my Mobile Security Key to another device and fingerprint authentication is not available?

If your new device is not compatible with fingerprint authentication, you’ll need to log on to the HSBC HK Mobile Banking app using a different log on method, such as using your Mobile Security Key password.

Which devices is Touch ID available on?

Touch ID is currently available on Apple iPhone 5s or later models and only when your device and the HSBC HK Mobile banking app has Mobile Security Key activated. For Android™ users please refer to "Fingerprint ID" section.

Is Touch ID safe?

You can log on to HSBC HK Mobile Banking app with Touch ID on the Mobile Security Key activated device only. Only fingerprints stored on your device can be used to access the app. Your fingerprints data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Touch ID anytime in the Settings menu using your Mobile Security Key password.

How can I set up my Touch ID for the HSBC HK Mobile Banking app?

You can activate Touch ID immediately after you set up your Mobile Security Key. You can also enable Touch ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

What happens if I change my Touch ID settings?

If you change your fingerprint settings on your device or change or reset your Mobile Security Key password, you will need to confirm your fingerprint again the next time you log onto the HSBC HK Mobile Banking app.

If my fingerprint is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can always switch between using Touch ID and your Mobile Security Key password.

Can someone else log on to the HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Touch ID services in the HSBC HK Mobile Banking app, any fingerprints stored on your device can be used to log on to the HSBC HK Mobile Banking app. However, it is strongly recommended that you only store your fingerprint on your device and use it to enable Touch ID for the HSBC HK Mobile Banking app. You can always add or remove fingerprints from your device's Settings menu.

How can I disable Touch ID in the HSBC HK Mobile Banking app?

You can disable Touch ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

What if my Touch ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

Where will my fingerprints be stored?

You can use the fingerprints stored on your device to access the HSBC HK Mobile Banking app. Your fingerprints will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

Can I use Touch ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Touch ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things fast and easy, all transactions which would normally require transaction authorisation can be authorised using Touch ID.

Which devices are Fingerprint ID available on?

Fingerprint ID is currently only available on compatible* Android™ devices and only when your device and the HSBC HK Mobile banking app has Mobile Security Key activated. For iOS users please refer to "Touch ID" section.

Fingerprint authentication is available on following compatible Android™ devices: Samsung (Galaxy A7, Galaxy A9, Galaxy Note 9, Galaxy S9, Galaxy S9+, Galaxy A6+, Galaxy A8 Star, Galaxy J6, Galaxy C9 Pro, Galaxy Note 8, Galaxy S8, Galaxy S8+, Galaxy S7, Galaxy S7 edge, Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy Note 5), LG (Q Stylus+, V30+, V20, G6, G6+), Sony (Xperia XZ3, Xperia XA2 Plus, Xperia XZ2, Xperia XZ2 Premium), Google (Pixel 3, Pixel 3 XL, Pixel 2, Pixel 2 XL, Pixel), and HTC (U12+). More devices will be supported in future. 

Why is the fingerprint authentication feature only available on selected Android™ devices?

HSBC will extend the fingerprint authentication feature to more Android™ devices which fulfill our internal requirements in order to protect you from security risk.

Is Fingerprint ID safe?

You can log on to HSBC HK Mobile Banking app with Fingerprint ID on the Mobile Security Key activated device only. Only fingerprints stored on your device can be used to access the app. Your fingerprints data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Fingerprint ID anytime in the Settings menu using your Mobile Security Key password.

How can I set up my Fingerprint ID for the HSBC HK Mobile Banking app?

You can activate Fingerprint ID immediately after you set up your Mobile Security Key. You can also enable Fingerprint ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

What happens if I change my Fingerprint ID settings?

If you change your fingerprint settings on your device or change or reset your Mobile Security Key password, you will need to confirm your fingerprint again the next time you log onto the HSBC HK Mobile Banking app.

If my fingerprint is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can always switch between using Fingerprint ID and your Mobile Security Key password.

Can someone else log on to the HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Fingerprint ID services in the HSBC HK Mobile Banking app, any fingerprints stored on your device can be used to log on to the HSBC HK Mobile Banking app. However, it is strongly recommended that you only store your fingerprint on your device and use it to enable Fingerprint ID for the HSBC HK Mobile Banking app. You can always add or remove fingerprints from your device's Settings menu.

How can I disable Fingerprint ID in the HSBC HK Mobile Banking app?

You can disable Fingerprint ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

What if my Fingerprint ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

Where will my fingerprints be stored?

You can use the fingerprints stored on your device to access the HSBC HK Mobile Banking app. Your fingerprints will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

Can I use Fingerprint ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Fingerprint ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things fast and easy, all transactions which would normally require transaction authorisation can be authorised using Fingerprint ID.

Can I use Face ID to log on and confirm transactions in the HSBC HK Mobile Banking app?

Face ID is currently available only on the Apple iPhone X, iPhone XS, iPhone XS Max and iPhone XR. You can enable Face ID to log on and confirm transactions if you have the latest HSBC HK Mobile banking app installed with Mobile Security Key activated on the device.

My siblings and I look alike very much.  Are they able to log on to my HSBC HK Mobile Banking app using Face ID?

The probability of a false match using Face ID varies in some cases, such as for twins or siblings who look alike or adolescents, and disable "Require Attention for Face ID" function from your device settings. Please read the Terms and Conditions carefully and accept the associated risks and consequences if you continue to enable the Face ID function.

I am currently using  Mobile Security Key and Touch ID on the HSBC Mobile Banking app. If I do not enable Face ID on my new iPhone X or newer models, can I still use the app?

Yes. You can still switch the Mobile Security Key to you iPhone X or newer models and use the app. Please use the Mobile Secure Key Password to log on and confirm transactions.

Is Face ID safe?

You can only log on to the HSBC HK Mobile Banking app with Face ID on a device activated by your Mobile Security Key. Only the facial map stored on your device can be used to access the app. Your facial map data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Face ID anytime in the Settings menu using your Mobile Security Key password.

Please note that the probability of a false match using Face ID may be dependent on certain circumstances, e.g. twins or siblings that look alike, or if you’re an adolescent, and have disabled the "Require Attention for Face ID" function in your device settings. Please read the Terms and Conditions carefully and accept the associated risks and consequences before you enable Face ID.

How do I set up Face ID for the HSBC HK Mobile Banking app?

You can activate Face ID immediately after you set up your Mobile Security Key. You can also enable Face ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

What happens if I change my Face ID settings?

If you change your Face ID settings on your device or change or reset your Mobile Security Key password, you will need to confirm your Face ID again the next time you log onto the HSBC HK Mobile Banking app.

If my face is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can switch between using Face ID and your Mobile Security Key password at any time.

How do I disable Face ID in the HSBC HK Mobile Banking app?

You can disable Face ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

What if my Face ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

Where will my facial map be stored?

You can use the facial map stored on your device to access the HSBC HK Mobile Banking app. Your facial map will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

Can I use Face ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Face ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things quick and easy, all transactions which would normally require transaction authorisation can be authorised using Face ID.

If I selected "Don't allow" when asked whether I wanted to set up Face ID for the HSBC HK Mobile Banking app, can I enable it again later?

Yes. You should first turn on Face ID access for the HSBC Mobile Banking app under the device settings "Face ID & Passcode -> Other Apps". You can then log on to the app with your Mobile Security Key password and enable Face ID in the Settings menu.

Is Google Pay secure?

By creating a unique virtual account number for your payment information, your name and full card details are never shown in the app and never shared with the store. Google stores your payment information on secure servers and encrypts it with industry-standard SSL (secure socket layer) technology. For added security, you will be asked to unlock your device for certain payments from time to time. If your phone is ever lost or stolen, you can easily find, lock, or erase your phone using Android Device Manager (https://www.google.com/android/devicemanager).

To protect your card, keep your device under your personal control at all times. Depending on the model of your device, you may be able to turn off the NFC function when you are not using the Mobile Credit Card. If you have lost your device along with your Mobile Credit Card, please report to the bank using the telephone numbers on the back of your HSBC Credit Card as soon as possible.

Which devices are compatible with Google Pay?

Google Pay works with most NFC capable Android? devices running Android 4.4 (KitKat?) or higher.

Which HSBC credit card can I use to apply for Google Pay?

Any of the below personal HKD HSBC Visa and MasterCard credit cards are eligible for Google Pay: HSBC Premier MasterCard Credit Card, Visa Signature Card, HSBC Advance Platinum Card, Visa Platinum Card, green Credit Card, Visa Gold Card, Visa Card, iCan Card, Master Gold Card and Master Card.

What do I need to use Google Pay?

You must have the below to use Google Pay:

1. An NFC capable Android? devices running Android 4.4 (KitKat?) or higher;
   
2. The Google Pay app downloaded from Google Play Store. If the phone is not compatible, you will not be able to download Google Pay; 
3. An eligible HSBC credit cards as below:

HSBC Premier MasterCard Credit Card, Visa Signature Card, HSBC Advance Platinum Card, Visa Platinum Card, green Credit Card, Visa Gold Card, Visa Card, iCan Card, Master Gold Card and Master Card.

With the above, you can proceed to add a card to Google Pay app to enjoy simple and secure way to pay.

How can I apply for Google Pay?

To add your card to Google Pay, just complete the simple steps for your compatible device as below:

1. Open the Google Pay app on your device.
   
2. Click "Add Card" and use the camera of your device to capture your card details, then enter other information manually when prompted.
3. Use the one-time verification code for authentication and your HSBC card is ready to use with Google Pay.

If you have registered your card in Google account, your device will prompt you to input the card’s security code to add that card directly from Google account.

When I am adding my card, I have been prompted for a verification code via SMS. What is this and why is it required?

For security purposes, we may ask you to enter a verification code to confirm your identity. If prompted, please follow on-screen instruction to receive and enter the verification code. If you fail to enter the verification code or the verification code is expired, please contact us on 2233 3000. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively.

Can additional cardholders apply for Google Pay?

Yes, additional cardholders can apply for Google Pay using their additional cards. If your additional cardholder applies for the Google Pay successfully, both you and your additional cardholder will receive an email confirmation on the service. The use of Google Pay will be governed by a new mobile credit card addendum to credit card cardholder agreement which will need to be accepted during service application.

Can I use Google Pay if I have other HSBC Mobile Payments service (such as Apple Pay)?

Yes, you can add your card to your compatible device to use Google Pay.

Can I keep using Google Pay if I cancel my linked HSBC plastic card?

No, your Google Pay and your HSBC plastic card share the same card account. Your Google Pay will be cancelled together with the plastic card.

Can I use Google Pay with a rooted device?

No. Google Pay can only work on device which is not rooted.

Is Google Pay free to use?

HSBC will not charge you any additional fee for using Google Pay.

Where can I use Google Pay?

You can use Google Pay in stores with Visa payWave or MasterCard contactless payment terminals. You can also make in-app purchases where Google Pay is provided as a payment option.

Can I use Google Pay overseas?

Yes, you can use Google Pay overseas in the stores with Visa payWave or MasterCard contactless payment terminals. You are advised to bring your HSBC plastic card with you for travel in case Google Pay is not accepted.

Do I need to connect to internet when I am using Google Pay?

Internet access is required during setup or to refresh the information of your past transactions.

In most circumstances you do not need internet connection to transact using Google Pay. However, occasionally you may be required to connect to the internet, for example after a device restart.

Is there any limit for each transaction?

Transaction limit depends on the setting of the contactless terminal. For some of the contactless terminals, there is no transaction limit and you can transact up to your available credit limit; for some others, there might be a transaction limit of HK$500 or HK$1,000. Occasionally, your device will prompt you to unlock your device for some of the transactions. Follow the on-screen instruction and hold your device close to the payment terminal. For transactions that cannot be accepted by Google Pay, please use your HSBC plastic card.

Where can I check my transactions?

You can check all your transactions made via Google Pay in HSBC Internet Banking, HSBC Mobile Banking App or the credit card statement. Other than that, you can also see the last 10 Google Pay transactions made via your device under your card in the Google Pay app.

Do I earn RewardCash for Google Pay transactions?

Google Pay transactions are treated the same as the other credit card transactions using the same RewardCash mechanism / policy and thus you can earn $1 RewardCash for every HKD250 you spend on Google Pay.

How do I set my HSBC credit card as the default card for Google Pay?

The first card you add to Google Pay app is your default card. To set your HSBC credit card as default, go to Google Pay app, select the card and tap "Set as default card" Moreover, you can also go to Settings> Google> Google Pay and select your HSBC credit card to make it the default card.

What should I do if I lose my Android device?

You can call us on 2233 3000 to report loss of your device. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively. Alternatively, you can find, lock, or erase your device using Android Device Manager.

To enable the Android Device Manager, the bank suggest you to take these steps in advance:

1. Sign in to your Google account on your device in order to use the Android Device Manager
2. Turn on the location access under Settings > Location
3. Under Settings > Security > Android Device Manager, move the switches next to 'Remotely locate this device' and 'Allow remote lock and factory reset' to the 'On' position

*Different device might have different setting menu

What should I do if I lose my card?

Please call us on 2233 3000 immediately to report loss. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively.

Once your plastic card are reported loss, you will not be able to continue to use Google Pay with this card.

What happens when I change my device to a new model?

If you change my device to a new model, you will need to add your card(s) to Google Pay app again. Please ensure that you remove your card(s) from any device before selling, repairing, or disposing of them. You can remove your card by selecting "Remove Card" after you tap onto the card.

What should I do if I want to trade in my phone or want to send my phone for servicing?

You are reminded to remove all your cards in that device by selecting “Remove Card” after you tap onto the card. You might also consider removing all your data (including Google Pay’s payment information) by factory reset or suspending your cards by Android Device Manager (https://www.google.com/android/devicemanager).

Is Samsung Pay secure?

When you add a card to Samsung Pay, a device specific digital card is allocated by Card Network through tokenization represents your physical card. The digital card is stored and protected in Secure Environment using Samsung Knox technology. Your physical card details are not stored by Samsung Pay. To ensure each payment is authorised by you, you need to authenticate every payment with your Iris, Fingerprint or a Samsung Pay specific PIN. 

To protect your card, keep your device under your personal control at all times and do not let others to unlock your device and do not store anyone else’s biometric credentials in your device, or else they might be able to make transactions without your authorization.

Which devices are compatible with Samsung Pay?

Samsung Pay works with Galaxy Note8, Galaxy S8+, Galaxy S8, Galaxy S7 edge, Galaxy S7, Galaxy S6 edge+, Galaxy Note5, Galaxy C9 Pro, Galaxy C7 Pro, Galaxy C5 Pro, Gear S3 and Gear Sport. 

* Devices supporting Samsung Pay may update from time to time. Please visit Samsung Pay website for more details.

Which HSBC credit card can I use to apply for Samsung Pay?

Any of the below personal HKD HSBC Visa and MasterCard credit cards are eligible for Samsung Pay: HSBC Premier MasterCard Credit Card, Visa Signature Card, HSBC Advance Platinum Card, Visa Platinum Card, green Credit Card, Visa Gold Card, Visa Card, iCan Card, Master Gold Card and Master Card.

What do I need to use Samsung Pay?

You must have the below to use Samsung Pay:

1. You must have an eligible Samsung device:
   

Galaxy Note8, Galaxy S8+, Galaxy S8, Galaxy S7 edge, Galaxy S7, Galaxy S6 edge+, Galaxy Note5, Galaxy C9 Pro, Galaxy C7 Pro, Galaxy C5 Pro, Gear S3 and Gear Sport

2.  An eligible HSBC credit cards as below:

HSBC Premier MasterCard Credit Card, Visa Signature Card, HSBC Advance Platinum Card, Visa Platinum Card, green Credit Card, Visa Gold Card, Visa Card, iCan Card, Master Gold Card and Master Card.

With the above, you can proceed to add a card to Samsung Pay to enjoy the fast, easy and private way to pay.

* Devices supporting Samsung Pay may update from time to time. Please visit Samsung Pay website for more details.

How can I apply for Samsung Pay?

To add your card to Samsung Pay, just complete the simple steps for your compatible device as below:

1. Ensure your device is updated to the latest Android version and Samsung Pay app.
   
2. Launch the Samsung Pay App. Log in your Samsung Account and set up your Iris, Fingerprint or Samsung Pay specific PIN.
3. Tap the add button. Scan your HSBC credit card information, or enter the details manually.
4. Verify your mobile card by using the one-time verification code or calling our contact center.

To add your card to Samsung Pay on your Gear, just complete the simple steps as below:

1. Launch Samsung Gear App on your paired Android phone (Android OS4.4 and higher with over 1.5GB RAM).
2. Connect your paired phone to Gear via Bluetooth if it is not already connected.
3. Tap on "Open Samsung Pay" under info tab.
4. Tap on "Add Card" shown on the screen to register your card
   * You will need to register a new Gear PIN lock if you have not set it before. 
5. Scan your HSBC credit card information, or enter the details manually.
6. Verify your mobile card by using the one-time verification code received via SMS or calling our contact center

Why I cannot use Samsung Pay even my mobile phone comes with the app?

Samsung Pay is customized for every region for the best customer experience. If you purchase a Samsung Galaxy mobile device from other regions, you will not able to use Samsung Pay.

For device purchase from Hong Kong and Macau, you will need to install a Hong Kong SIM card to use Samsung Pay.

When I am adding my card, I have been prompted for a verification code via SMS. What is this and why is it required?

For security purposes, we may ask you to enter a verification code to confirm your identity. If prompted, please follow on-screen instruction to receive and enter the verification code. If you fail to enter the verification code or the verification code is expired, please contact us on 2233 3000. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively.

Can additional cardholders apply for Samsung Pay?

Yes, additional cardholders can apply for Samsung Pay using their additional cards. If your additional cardholder applies for the Samsung Pay successfully, both you and your cardholder will receive an email confirmation on the service. The use of Samsung Pay will be governed by a new mobile credit card addendum to credit card cardholder agreement which will need to be accepted during service application.

Can I use Samsung Pay if I have other HSBC Mobile Payments service (such as Apple Pay or Google Pay)?

Yes, you can add your card to your compatible device to use Samsung Pay. If you use Google Pay on the same phone, you might need to set the default payment wallet under Settings> NFC> Tap and Pay.

Can I keep using Samsung Pay if I cancel my linked HSBC plastic card?

No, your Samsung Pay and your HSBC plastic card share the same card account. Your Samsung Pay will be cancelled together with the plastic card.

Can I use Samsung Pay with a rooted device?

No. Samsung Pay can only work on device which is not rooted.

Is Samsung Pay free to use?

HSBC will not charge you additional for using Samsung Pay.

Where can I use Samsung Pay?

Samsung Pay can be used at almost any merchants accepting credit card. With the Magnetic Secure Transmission (MST) technology, merchant that does not equipped with contactless card terminal can still accept Samsung Pay.

Can I use Samsung Pay overseas?

Yes, With Samsung's technology Magnetic Secure Transaction (MST), Samsung Pay can be used almost everywhere around the globe. You are advised to bring your HSBC plastic card with you for travel in case Samsung Pay is not accepted.

Do I need to connect to internet when I am using Samsung Pay?

You do not need internet access to make purchases on Samsung Pay. However, internet access is required during setup or to refresh the information of your past transactions. It is suggested that the device should connect to the internet once per day to ensure that Samsung Pay stays up to date.

Is there any limit for each transaction?

There will be no limit for transactions conducted using Magnetic Secure Transmission (MST) technology. 

For transactions conducted using NFC technology, the limit depends on the setting of the contactless terminal. For some of the contactless terminals, there is no transaction limit and you can transact up to your available credit limit; for some others, there might be a transaction limit of HK$500 or HK$1,000. 

For transactions that cannot be accepted by Samsung Pay, please use your HSBC plastic card.

Where can I check my transactions?

You can check all your transactions made via Samsung Pay in HSBC Internet Banking, HSBC Mobile Banking App or the credit card statement. Transactions via Samsung Pay will be marked with “SAMSUNG PAY” under the transaction details. Other than that, you can also see the last 10 Samsung Pay transactions made via your device under your card in the Samsung Pay app.

Do I earn RewardCash for Samsung Pay transactions?

Samsung Pay transactions are treated the same as the other credit card transactions using the same RewardCash mechanism / policy. Please refer to RewardCash related webpages for the latest information.

How do I set my HSBC credit card as the default card for Samsung Pay?

There is not a "default" card setting in Samsung Pay. When you open the app or swipe up, the first card displayed is either the last card you registered or the last card you viewed or used. Please swipe left or right to select your HSBC credit card for payment.

What should I do if I lose my device?

You can call us on 2233 3000 to report loss of your device. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively. Alternatively, you can use Samsung’s Find My Mobile service to Lock Samsung Pay (remotely disable) or to Wipe Samsung Pay (remove all the payment cards registered onto your device). You can set up Find My Mobile service by going to Settings> Security> Find My Mobile> Remote Controls. For details please visit https://findmymobile.samsung.com

What should I do if I lose my card?

Please call us on 2233 3000 immediately to report loss. HSBC Premier and HSBC Advance customers can call 2233 3322 and 2748 8333 respectively. 

Once your plastic card are reported loss, you will not be able to continue to use Samsung Pay with this card.

What happens when I change my device to a new model?

If you change your device to a new model, you will need to add your card(s) to Samsung Pay app again. Please ensure that you remove your card(s) from any device before selling, exchanging, or disposing of them. You can remove your card by selecting the card in the Samsung Pay app, then tap "delete card" in the menu at the top right hand corner.

What should I do if I want to trade in my phone or want to send my phone for servicing?

You are reminded to remove all your cards in that device by tapping "delete card" in the menu at the top right hand corner. You might also consider removing all your data (including Samsung Pay’s payment information) by factory reset or using Samsung’s Find My Mobile service to Lock Samsung Pay (remotely disable). For details please visit https://findmymobile.samsung.com