Phone banking

How can we help? Simply tell us over the phone to access our full suite of automated banking services or reach a customer service officer.

HSBC HK
Ways to bank
Phone banking

Bank anywhere, anytime with phone banking from HSBC

A single number for all your phone banking services.

Call to find out more for HSBC phone banking

Convenient financial management

Manage your banking needs, access account, deposits, transactions and more – all without visiting a branch.

Comprehensive service access

Find out about our loans, mortgages, and credit card services with ease.

Secure account assistance

Report your lost credit, debit, or ATM cards quickly and securely.

Investment and MPF management

From digital banking to investments, insurance and MPF services – manage everything efficiently over the phone.

HSBC in-app authentication

An authentication method for phone banking via HSBC HK App.

Caller line identification

Get identified instantly by calling us from your registered Hong Kong mobile number.

Conversational phone banking

Say a few words about the reason for your call and get re-directed to relevant service points.

Register for phone banking

Register for phone banking to enjoy our full suite of services.

HSBC in-app authentication[@wtb-in-app-auth-tnc]

We can now verify your identity by sending an authentication request to your HSBC HK App when you call us or 'chat with us'. Once you've approved it, our customer service officer will proceed to process your request[@wtb-in-app-auth-request].

Step 1

Call us or 'chat with us' to connect to our customer service officer.

Step 2

Our customer service officer will trigger an authentication request to your HSBC HK App via push notification[@wtb-in-app-push-notification].

Step 3

Verify yourself via biometric authentication (Touch ID/ Face ID/ Fingerprint) or 6-digit Mobile Banking PIN, then proceed to 'Approve' or 'Reject' the request.

Step 4

Once you've approved the request, we'll proceed to process your request[@wtb-in-app-auth-request]. If you did not initiate the phone banking or 'chat with us' request, please reject the authentication request and then report to us by selecting 'Report suspicious activity' and contact us immediately.

Download the app

Caller line identification

No more entering your bank account or credit card number every time when you bank with us on your phone.

Now call us from your registered HK mobile number and our system will be able to recognise your banking profile.

Step 1

Call us from your registered HK mobile number.

Step 2

Our system can recognise your banking profile right away.

Step 3

Enter your 6-digit phone banking PIN.

This feature is only applicable for HK mobile number maintained in customer's record with the bank, subjected to mobile number received from telecom service provider.

If you're not calling from your registered HK mobile number, you'll need to go through the usual bank account or credit card number entering, followed by Phone Banking PIN.

Conversational phone banking

We've made phone banking an even easier and more natural experience now. Just call us and say what you need help with – our speech recognition technology will be able to understand you and direct you to the service you need.

Here's what our innovative phone banking service offers at a glance:

Smart technology that recognises your query and directs you to the right place
A voice-driven menu that replaces the touch-tone menu
Self-service options once you verify your identity via Phone Banking PIN
Support in 3 languages: Cantonese, English and Mandarin

Please read FAQ to learn more.

Step 1:

State your reason for calling:

State your reason for calling when you hear 'In a few words, tell me the reason for your call now.' For example, you can say 'make a transfer' or 'check my balance'.

Step 2:

Confirm that we've got it right:

Respond with only 'Yes' or 'No' when confirming your reason for the call or repeat the keyword provided by the system.

Or, you can press the shortcut keys or quicker access to self-services.

Step 3:

Get the support you need:

We'll direct you to the relevant service point once we successfully recognise your reason for calling.

If we're unable to recognise your reason for calling after a second attempt, we'll direct you to a simplified menu to select the service you require.

Register for phone banking

Register for phone banking easily to enjoy our full suite of services.

Step 1

Call us via hotlines and enter your HSBC bank account or credit card number.

Step 2

Register for phone banking service with ATM PIN.

Step 3

Set up and confirm Phone Banking PIN.

Step 4

Registration is completed. Start phone banking with us.

Your Phone Banking PIN

With one single PIN, you can now set up new accounts and services. Just use any bank account or credit card number registered in your name plus your phone banking PIN to access the service. Joint account holders also need to provide separate identity document numbers or dates of birth.

Reset Phone Banking PIN

You can reset your PIN by calling our hotline number, or at any HSBC ATM in Hong Kong.

For security reasons, resetting your PIN will also reset your phone banking transfer limit for non-registered third party accounts to zero. Visit any HSBC branch to restore your previous limit.

Got a question? Please see our FAQ.

Call to find out more

Start banking with us via the hotlines below:

HSBC Global Private Banking and Premier Elite customers:

(852) 2233 3033

HSBC Premier customers:

(852) 2233 3322

Other personal banking customers:

(852) 2233 3000

Hotlines and hotline opening times

Online banking

Stay in control of your money with secure, easy banking from your desktop.

Mobile banking

The HSBC HK Mobile Banking app allows you to stay on top of your finances on the go.

Branch banking

Visit your local HSBC branch where our friendly staff will be happy to help.

Important notice: Enhance the security of phone banking

To enhance the security of phone banking, in addition to verification with your phone banking PIN or HSBC in-app authentication, we may need to verify you with a one-time passcode sent by SMS for some of the transactions. We may also send a notification to your mobile number and/or e-mail address registered with the bank once the transaction is completed. For details, please contact our phone banking customer service officer.

Related information

The Code of Practice on Person-to-Person Marketing Calls (CoP) promotes good banking practices. It is issued by Hong Kong Association of Banks (HKAB) and the Hong Kong Association of Restricted License Banks and Deposit-taking Companies (DTC Association) and endorsed by the Office of the Telecommunications Authority.

Visit the HKAB website for the full document of the CoP.

Footnotes