Mobile Banking

What accounts can I access in the HSBC HK Mobile Banking app?

You can access all your integrated accounts including current, savings, time deposit, credit card, investment/securities (Hong Kong, US stocks and China A Shares only), gold and loans.

For other accounts and services, please use online banking instead.

Why do I see 2 different balance amounts?

One is your account ledger balance, the other is your available balance.

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

Your available balance is the amount of money in your account that's available for withdrawal.

How far back can I see my transaction history in the HSBC HK Mobile Banking app?

You can check transactions as far back as the previous statement for current, savings, gold and credit card accounts.

How can I see my Global View accounts?

First, please log on to online banking to add or remove accounts. Next, you'll be able to see an overview of all your local and globally linked accounts in the HSBC HK Mobile Banking app.

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.

What kinds of transfers can I make?

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

• your HSBC accounts, including your overseas HSBC accounts via Global Transfers (for HSBC Premier and HSBC One customers only)
• third-party local accounts with any bank
  

To transfer money to overseas accounts, please use online banking.

For local transfers under HKD10,000 a day, you can use FPS in the HSBC HK Mobile Banking app. With FPS, you can instantly pay individuals or merchants across participating local banks and Stored Value Facilities (SVF) operators in HKD or RMB.

You'll need your Mobile Security Key or Security Device to make these transfers.

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 a local bank and add it as 'My payee'?

You can easily do so via the HSBC HK App. Please make sure you have your Mobile Security Key or Security Device on hand.

1. Log on the HSBC HK App, go to 'Pay & Transfer' and select 'Other local payees/ FPS'.
   
2. Select the relevant accounts in the 'From' and 'To' fields. Under the 'To' field, you will be able to select from your mobile contacts or manually add in a bank account number. 
   

To add a new payee into 'My payees', simply tick the 'Add to My payees' box before you proceed with the transfer. 

You will be able to manage the transfer limits of accounts in 'My payees' or remove them from your list in HSBC Online Banking.

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.

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.

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

You can make instant and one-time forward-dated transfers using Global Transfer in the HSBC HK Mobile Banking app, but not recurring transfers.

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 sell my existing stocks on the HSBC HK Mobile Banking app?

You can sell stocks by accessing the Investment tab at the bottom of the account summary screen after log on. Please select stocks to see your existing stock holdings and then click on the stock you would like to sell. You are able to sell the existing available balance which will be displayed during the sell journey. Please follow the sell instructions to complete your transaction.

Where can I view my order status on the HSBC HK Mobile Banking app?

You can view your order status by accessing the investment tab at the bottom of the account summary screen after log on. Please scroll down and select Stocks Order Status. You can use different filters to search for your respective orders. Note that each order has an order status to indicate the latest status of your order.

How do I know if my order has been received on the HSBC HK Mobile Banking app?

You are able to review the latest order status within the order status page. Click on the Investment tab and select Stock Order Status. Your order will show with the corresponding order status.

What is the maximum date range I can select to check past order status on the HSBC HK Mobile Banking app?

The maximum date range you can view is 30 calendar days. If you apply a filter on the orders, you will be able to select up to 10 calendar days at once.

What is the maximum amount of stock I can buy?

The maximum amount you can use for a buy order is indicated by the account buying power. The account buying power is indicated on the order details input page when you are inserting the order.

What is the full list of order status shown within the HSBC HK Mobile Banking app?

After you place an order, the order status will be ‘Pending Dealing’ (during business hours) or ‘Pending Capture’ (after business hours). The possible order statuses include:

1. Fully Executed: all order quantity is executed upon the order expiry date.
2. Partially Executed: part of the order quantity is executed upon the order expiry date.
3. Unexecuted: order cannot be executed upon the order expiry date.
4. Fully Cancelled: request of order cancellation is accepted by broker (without partial executions).
5. Partially Cancelled: request of order cancellation is partially accepted by broker (with partial executions).
6. Pending Amendment: pending broker's acceptance of the request for order amendment, no further amendment/cancellation is allowed.
7. Pending Cancellation: pending broker's acceptance of the request for order cancellation, no further amendment/cancellation is allowed.
8. Pending Dealing: pending order execution.
9. Pending Capture: order received after business hours and pending validity checking. For orders with "pending capture" status, customers must check whether such orders have been successfully captured by the Bank with a "pending dealing" status or rejected due to insufficient funds or other reasons before market open on the next business day.

Where can I subscribe to an IPO / IPO loan on the HSBC HK Mobile Banking app?

You can subscribe to an IPO / IPO loan by accessing the 'IPO' section under the 'Investment' tab on your HSBC HK Mobile Banking app.

Does the stock price chart support trend lines or technical indicators on the HSBC HK Mobile Banking app?

The charts within the HSBC HK mobile banking app do not support trend lines and technical indicators. You can interact with the charts to see the daily details of the stock price e.g. day low, day high, closing price, price change for each day. For more comprehensive chart details, you can try our dedicated stock trading app HSBC HK Easy Invest.

Where can I see my stock watch list on the HSBC HK Mobile Banking app?

We currently do not offer a stock watch list function within the HSBC HK Mobile Banking app. If you would like to set up a watch list please use HSBC HK Easy Invest or Online Banking to manage and monitor your watch list.

Why are the stock price quotes different before and after I log on?

The quotes you see before you log on are at least 15 minutes behind, while the ones you see after you've logged on are in real time unless otherwise stated.

How many holdings will be shown under the investment tab?

Currently, the HSBC Investment section consists of 4 types of holdings, including securities, unit trusts, bonds and ELIs. We are now adding two more products namely Capital Protected Investment (CPI) CPI and Deposit Plus (DPS). All of your settled position will be shown under the Investment tab, except in case of CPI and DPS which shall show the nominal value. Please be reminded that the securities holding in the HSBC Easy Invest app is now showing the executed position, which means this is reflected after the transaction is completed. The securities holding in Investment tab is reflecting the settled position.

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.

Can I set up stock-related alerts or IPO alerts?

HSBC HK customers with an investment account can enjoy the Stock-related Smart Alerts and IPO Alerts via HSBC HK Easy Invest app (Easy Invest) for free and stay on top of stock market movements.

For Smart Alerts, we will alert you when important events happen to markets and the stocks that you care about - for example when there are significant price movements in your holdings, breaking news or order status updates. You can also set up free real-time Predefined Price Alerts and receive push notifications via Easy Invest at self-defined frequency whenever the price moves by a certain amount or percentage or when stock prices hit specified targets.

For IPO Alerts, we will alert you via push notifications when a company is open for subscription.

Download Easy Invest now for full experience and more details. Terms and conditions apply.

How are Smart Alerts triggered?

Real-time Predefined Price Alerts are triggered based on real-time stock prices or indices.

You will also receive notification when there are important events happen to markets and the stocks you care about, such as a new executive member appointment or the release of financial results or when your orders are executed, cancelled or partially executed.

All the alerts will be sent via push notification in HSBC HK Easy Invest app.

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 via the HSBC HK Mobile Banking app or HSBC Online Banking. Instructions on how to update can be found on the 'Change contact details' page. You'll need your Security Device or Mobile Security Key to do this.

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.

What's Touch ID and how do I enable it in the HSBC HK Mobile Banking app?

Touch ID is a easy alternative to entering your Mobile Security Key password if you're on an iOS device. You can log on and authorise transactions in the HSBC HK Mobile Banking app with just your fingerprint.

You can either enable Touch ID when you next log on after setting up your Mobile Security Key, or do it later with your Mobile Security Key password by going to 'Profile' and selecting 'Security'.

All transactions which usually require authorisation can be authorised easily and conveniently with Touch ID. You can enable transaction authorisation after you've enabled Touch ID in mobile banking or do it later in by going to 'Profile' and selecting 'Security'. 'Settings'.

Which devices can I use Touch ID on?

Touch ID is available on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key in order to use Touch ID in mobile banking.

If you're using an Android™ device, please refer to the 'Fingerprint ID' section.

Is Touch ID safe?

You can only log on to the HSBC HK Mobile Banking app using Touch ID on your Mobile Security Key-activated device. Only fingerprints stored on your device can be used to log on.

Your fingerprints won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Profile', choose 'Security' and use your Mobile Security Key to enable or disable Touch ID any time.

What happens if I change my Touch ID settings?

If you change the fingerprints stored on your device, change or reset your Mobile Security Key password, you'll need to confirm your fingerprint again when you next log on to the HSBC HK Mobile Banking app.

You can disable Touch ID in 'Settings' by going to 'Profile' and choosing 'Security' after logging on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my fingerprint is not recognised?

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

What should I do if my Touch ID-enabled device is lost or stolen?

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

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

To disable Touch ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

You can disable Fingerprint Touch ID by going to 'Profile' and selecting 'Security' 'Settings'after logging on to the HSBC HK Mobile Banking app.

Which devices can I use Face ID on?

Face ID is available on supported iOS and iPadOS devices. If you have the latest HSBC HK Mobile Banking app on a Mobile Security Key-activated device, you can enable Face ID so you can log on and authorise transactions with a smile.

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

Please note that the probability of a false match using Face ID can depend on circumstances like how much your twin or sibling looks like you, and if you've disabled the 'Require Attention for Face ID' function on your device.

Please read the Terms and Conditions carefully so you know what the risks and consequences are, before you enable Face ID.

I am currently using Mobile Security Key and Touch ID on the HSBC Mobile Banking app. If I don't enable Face ID on my new iPhone X series model, can I still use the app?

Yes. You can still switch the Mobile Security Key to your iPhone X series model and use the app. Please use the Mobile Security Key password to log on and confirm transactions.

Is Face ID safe?

You can only log on to the HSBC HK Mobile Banking app using Face ID on your Mobile Security Key-activated device. Only the facial map stored on your device can be used to log on.

Your facial map won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Profile', select 'Security' and use your Mobile Security Key to enable or disable Face ID any time.

Please note that the probability of a false match using Face ID can depend on circumstances like how much your twin or sibling looks like you, and if you've disabled the 'Require attention for Face ID' function on your device.

Please read the Terms and Conditions carefully so you know what the risks and consequences are, before you enable Face ID.

If you're concerned, you can enable 'Require Attention for Face ID' on your device, or use your Mobile Security Key password to log on instead.

What happens if I change my Face ID settings?

If you change the Face ID settings on your device, change or reset your Mobile Security Key password, you'll need to confirm your facial map again when you next log on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my face is not recognised?

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

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

To disable Face ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

You can disable Face ID in “Security” under "Profile" menu 'Settings' after logging on to the HSBC HK Mobile Banking app.

What should I do if my Face ID-enabled device is lost or stolen?

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

Where will my facial map be stored?

The facial map stored on your device will be used in the HSBC HK Mobile Banking app. It will not be stored in the the HSBC HK Mobile Banking app or in HSBC records.

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

Yes, you can. First, you'll need to go to your device settings and find 'Face ID & Passcode'. Choose 'Other Apps' and turn on Face ID access for the HSBC HK Mobile Banking app.

Next, log on to the HSBC HK Mobile Banking app. Go to 'Settings' 'Profile', choose 'Security' and enable Face ID.

Which devices can I use Fingerprint ID on?

Fingerprint ID is currently available only on compatible Android™ devices and only when you've activated your Mobile Security Key on it.

You can check if yours is on our list of supported Android™ devices here. We're working hard to support more Android ™ devices so long as they meet our requirements in protecting you from security risks.

If you're using an Android™ device, please refer to the 'Fingerprint ID' section.

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

We only support Fingerprint ID on Android™ devices that meet our security requirements. This protects your personal and financial information.

Is Fingerprint ID safe?

You can only log on to the HSBC HK Mobile Banking app using Fingerprint ID on your Mobile Security Key-activated device. Only fingerprints stored on your device can be used to log on.

Your fingerprints won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Settings' ''Profile', select 'Security' and use your Mobile Security Key to enable or disable Fingerprint ID any time.

What happens if I change my Fingerprint ID settings?

If you change the fingerprints stored on your device, change or reset your Mobile Security Key password, you'll need to confirm your fingerprint again when you next log on to the HSBC HK Mobile Banking app.

You can disable Fingerprint ID in by going to 'Profile' and choosing 'Security' after logging on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my fingerprint is not recognised?

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

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

When you enable Fingerprint ID in the HSBC HK Mobile Banking app, any fingerprint stored on your device can be used to log on to mobile banking. We recommend enabling Fingerprint ID only if yours are the only fingerprints stored on your device. You can always add or remove fingerprints in 'Settings' on your device.

Your fingerprints will not be stored in the HSBC HK Mobile Banking app or anywhere within HSBC records.

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

To disable Fingerprint ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

You can disable Fingerprint ID in 'Settings' “Security” under "Profile" menu after logging on to the HSBC HK Mobile Banking app.

What should I do if my Fingerprint ID-enabled device is lost or stolen?

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

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.

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.