Pay and Transfer

Why can I transfer funds to my HSBC account in Canada via HSBC Global Transfers previously but now cannot?

There are changes to our Global Transfers services. With effect from 17 Mar 2024, we will no longer support transferring funds via Global Transfers to your self-named HSBC account in Canada. After this date, you can still make transfers to Canada via other global payment services where charges might apply.

Due to this change, from 17 March 2024 to 16 April 2024 (both dates inclusive), the HKD50 local charge for self-named telegraphic transfer from HSBC HK personal banking account to account in HSBC Bank Canada via HSBC HK App or Online Banking will be waived. The charge waiver is only applicable to HSBC personal banking account holders with HSBC Global Private Banking status, HSBC Premier Elite, HSBC Premier and HSBC One customers. Please note other charges might be imposed by correspondent and / or payee banks.

Please visit https://internationalservices.hsbc.com/international-banking/hsbc-canada-sale/#changes-to-payments-transfers for details.

Why can I transfer funds to my HSBC account in France via HSBC Global Transfers previously but now cannot?

There are changes to our Global Transfers services. With effect from 21 Dec 2023, we will no longer support transferring funds via Global Transfers to your self-named HSBC account in France. After the above-mentioned date, you can still transfer to France via other global payment journeys which charges might be imposed by correspondent and / or payee banks.

Why can I transfer funds to some accounts in HSBC New Zealand via HSBC Global Transfers previously but now cannot?

There are changes to our Global Transfers services. With effect from 30 Nov 2023, we will no longer support transferring funds via Global Transfers to your self-named or third-party HSBC account in New Zealand. Your relevant registered payee(s) will also be removed on the above-mentioned date. You will have to re-add them as new payee for other global payments in HSBC HK app or HSBC Online Banking. After the above-mentioned date, you can still transfer to New Zealand via other global payment journeys which charges might be imposed by correspondent and / or payee banks.

Do I need to update my beneficiary information for global payments to HSBC New Zealand account?

Yes.  Your relevant registered payee(s) to New Zealand will be removed with effect from 30 Nov 2023. You will have to re-add them as new payee for other global payments in HSBC HK app or HSBC Online Banking.

What are the cut-off times for global payments via telegraphic transfer on HSBC Online Banking and HSBC HK Mobile Banking App?

Transfer instructions are processed between 8.15am and 5.55pm, Monday to Friday, and 8.15am to 11.55am on Saturday, excluding Hong Kong public holidays.

You can send transfer instructions whenever you like but requests received outside the times listed above are processed on the next business day.

Applications for same day value are subject to cut-off times related to the time zone of the destination and/or the requirements of the settlement banks. This means that your account may be debited before the value day. We are not liable for any interest expense or loss incurred as a result.

What is the cut-off time for telegraphic transfer in Renminbi?

We process outward telegraphic transfer instructions in Renminbi from 8.15am to 4.00pm, Monday to Friday (excluding Hong Kong public holidays).

You can send us transfer instructions whenever you like but requests received outside these times are processed on the next business day.

Processing of outward telegraphic transfer instructions in Renminbi is subject to the schedule of the Renminbi clearing bank. For example, they will not process payments during holidays in mainland China, such as Labour Day and National Day.

What currencies can I use for telegraphic transfer? 

Any currency supported by both the sending and receiving accounts.

My overseas account is not a Premier, HSBC One or HSBC Advance account. Can I still use HSBC Global Transfers to move money from my overseas account to my Hong Kong one?

It depends on the country or region your overseas account is located in. Please check the HSBC website or HSBC Online Banking page of the country or region your account is in for the details.

What is HSBC Global Money Transfers?

HSBC Global Money Transfers is a mobile exclusive experience that allows you to send international payments to non-HSBC overseas accounts on the HSBC HK App.

With our network of more than 50 countries and regions in supported currencies, you can make international transfers but enjoy a domestic experience. Simply send money like a local within our network, quickly and seamlessly.

You can also use telegraph transfer through SWIFT network to over 200 countries and regions in more than 40 different currencies.

See list of supported countries/regions and currencies

Who can use Global Money Transfers?

You can use Global Money Transfers as long as you hold a HSBC integrated or current or saving account and use HSBC HK App.

• Download the HSBC HK App

Haven't used mobile banking before? No problem, you can sign up using the app.

Follow the on-screen instructions to set up mobile banking and your PIN all at once. Once you're set up, you can start using Global Money Transfers.

How can I set up future dated and recurring Global Money Transfers?

Currently, we don’t support future dated and recurring Global Money Transfers.

How can I cancel or amend a Global Money Transfer payment?

You can't cancel or amend a Global Money Transfer payment that has already been made. You must contact the bank or your relationship manager for assistance. Once we receive your request, we will send out the recall request on your behalf, but we can't guarantee the success of the recall, as it depends on the beneficiary bank.

Do I need to pay a fee when making a transfer to an overseas account with telegraphic transfer?

A local service charge will be applied to all global payments via outward telegraphic transfer. This fee is waived for HSBC Global Private Banking, HSBC Premier Elite and HSBC Premier customers doing transfers via HSBC Online Banking and HSBC HK Mobile Banking App to their own HSBC accounts overseas (including joint accounts).

If you request for any overseas handling charges to be paid by yourself rather than by the payee, an overseas service charge will be deducted from your account separately at a later date, once the charge has been charged back by the overseas banks. This can include charges levied by the payee's bank and any other banks used to send the transfer.

We'll tell the overseas banks how you prefer to pay overseas charges. The final charge settlement will be subject to the practice adopted by the overseas banks.

See the latest Fees & Charges

What is the exchange rate for global payments after cut off times?

You can quote the exchange rate at anytime. The exchange rate indicated by the bank only applies to immediate transfers. The exchange rates executed for future-dated transfers or transfers after cut off times (Monday to Friday 8:15am - 5:55pm, Saturday 8:15am - 11:55am, excluding public holidays) will be based on the exchange rate indicated by the bank on the day the instruction is effected.

If you're quoting an exchange rate outside of the normal trading hours (Monday 7:00am HKT to Saturday 4:15am HKT during US daylight saving or 5:15am HKT during non-US daylight saving) or on Hong Kong public holidays, the rate provided will have a wider bid/ask difference.

When are real-time rates available for Global Money Transfers?

Real-time rates are available from Monday at 09:30 until Saturday at 05:00 Hong Kong Time, excluding bank holidays. Exchange rates are subject to a higher bank spread during market closure.

How do I confirm my exchange rate for Global Money Transfers?

HSBC real-time exchange rates are refreshed every 60 seconds. You'll be asked to confirm payment details including the exchange rate prior to proceeding with completing the transfer.

You'll be prompted with a message in a blue banner if the exchange rate has refreshed. Make sure you check the exchange rate before completing the transfer.

Which currencies don't have real-time exchange rates available for Global Money Transfers?

Real-time exchange rates are not available for the following currencies:

• BDT - Bangladeshi Taka
• BND - Brunei Dollar
• EGP - Egyptian Pound
• JOD - Jordanian Dinar
• KRW - Korean Won
• MOP - Macau Pataca
• MAD - Moroccan Dirham
• MMK - Burmese Kyat
• OMR - Omani Rial
• QAR - Qatari Riyal
• VND - Vietnamese Dong

The final debit amount and exchange rate will be decided after you confirm the payment.

What are the fees and charges for Global Money Transfers?

Fees and charges differ depending on the type of transfer:

• 'Send like a local' transfers are fee-free for both the sender and the payee.*
• Telegraphic transfer has a local fee of HKD50 via mobile plus any third party charges from overseas banks.
  All fee information will be shown during the payment process and prior to you completing the transfer.

* Note: Some banks may charge a fee for international transfers. Payees will need to check with their banks on what these charges are. The charges will be debited from the payee's account. We're unable to advise on the fees that other banks may charge for payments sent through Global Money Transfers.

How can I ensure I get charged the lowest transfer fee for Global Money Transfer?

You can check the information box at the bottom of your screen or before you confirm your payment to double check the charges required.

For 'Send like a local' transfers, see list of supported countries/regions and currencies.

For some countries/regions, you'll also need to provide the local bank details of your payee's bank. Please ensure that you submit the bank details in the specified bank code format. See the table below for the list of countries/regions and bank details.

What information do I need to make global payments?

Depending on the country/territory you are sending to, you'll need one or more of the following details:

• Bank code/sort code / local clearing code
  
• SWIFT code / BIC (Bank Identifier Code)
• IBAN (International Bank Account Number)
• Account number
• Payee full name
• Payee address (optional in some cases)
• Purpose of payment

The usual way to obtain the bank details is to contact the payee directly and request the details from them.

Why do I need to add a purpose of payment?

The recipient banks require information about what the funds being sent are for as part of the local regulation.

What currencies are supported for telegraphic transfers?

Send money via SWIFT in currencies including:

• Australian Dollar (AUD)
• Canadian Dollar (CAD)
• Swiss Franc (CHF)
• Renminbi (RMB)
• Euro (EUR)
• Pound Sterling (GBP)
• Hong Kong Dollar (HKD)
• Japanese Yen (JPY)
• New Zealand Dollar (NZD)
• Singapore Dollar (SGD)
• Thai Baht (THB)
• United States Dollar (USD)

and others.

If your desired currency is not listed on HSBC HK Mobile Banking App, please proceed to HSBC Online Banking.

How do I send money with Global Money Transfers?

1. On your HSBC HK App, go to ‘Pay & Transfer’ and select ‘Global Payment to other accounts’.
2. Select who you want to send to, the country/region and enter the amount.
3. Select the 'Account to' and 'Send from'.
4. You'll also have to input your payee's account details such as their name, bank code (mostly in local clearing code format), account number and address (optional in some cases).

For selected countries and currencies, you'll be eligible for a ‘Send like a local’ experience which is faster and fee-free, while for other destinations outside our selected network, we will still route you through the telegraphic transfer via SWIFT network.

Is authentication required when adding a new payee?

Yes, you'll be asked to authenticate your identity using 6-digit PIN/Touch ID/Face ID depending on your mobile device and app settings.

How long do Global Money Transfers take?

Depending on the destination country/region, the payment may arrive faster.

• 'Send like a local' generally takes 1 business day
• Telegraphic transfer generally takes 3-7 business days

The estimated time for the transaction to be completed will be displayed on the review screen prior to you completing the payment. This information will also be shown on the confirmation screen after you have completed the payment.

Is there an option to add in additional details about the payment, such as invoice number?

Yes, you can use the payment 'Reference' field.

How do I know which transactions are Global Money Transfer payments in my mobile transaction history?

'Send like a local' transaction reference number starts with 'GXZ'.

Telegraphic transfer transaction reference number starts with 'N'.

What is FPS? 

FPS (Faster Payment System) is a payment service platform that allows you to make instant payments to individuals and merchants in Hong Kong dollar or Renminbi via HSBC Online and Mobile Banking. It is available 24/7, free of charge^*, covering participating local banks, financial institutes with Stored Value Facility (SVF) licenses. You can also pay designated overseas merchants instantly.

Traditional fund transfers require the payee's bank account number, but FPS supports payments made using the payee's mobile number, email address, FPS Identifier or HKID. FPS also enables you with a QR code to receive payments (registration of FPS and activation of Mobile Security Key is required to generate the QR code). You can also receive payments and transfers from institutions, corporates and the HKSAR government via your Hong Kong ID number.

*There's no charge from us if you pay money to, or receive money from, accounts from other banks via Faster Payment System (FPS), but other banks may have different charging policies.

What can I do with 'FPS payment' (under 'Pay and transfer') on the HSBC HK Mobile Banking app? 

You can make quick payments via FPS. It's faster than a usual transfer as it only supports payments to Proxy IDs. It also automatically makes the payment from your default debit account and sends it to your payee's default account, which means you won't have to make as many selections to complete the transaction.

But if you need more flexibility in making a transaction - such as transferring money via an account number, setting future-dated payments and adding recipients to 'My payees - you should use 'Transfers' instead, which can also be found under 'Pay and transfer'.

What are the benefits of using FPS? 

FPS is a simpler, quicker way to send money to people and merchants across participating local banks, Stored Value Facilities (SVF) operators in Hong Kong, and designated overseas merchants. 

You can pay merchants by scanning a QR code or make transfers to your friends just by entering their mobile number, email address or FPS Identifier. You can also have friends send money directly to your bank account as well as transfer money to HSBC and non-HSBC local credit cards to settle statement balance.

Can I use FPS when I am outside of Hong Kong?

You can make FPS transactions to participating local banks,  Stored Value Facilities (SVF) operators in Hong Kong and designated overseas merchants from anywhere in the world as long as you can log on to HSBC Online Banking or the HSBC HK Mobile Banking App.

Can I use FPS to send money to people that use a foreign bank account?

No. You can only make FPS transactions to people that use banks or Stored Value Facilities (SVF) operators in Hong Kong that have participated in FPS.

Can I send or receive money from other payment service providers like Alipay? 

Yes, you can pay other participating payment service providers via FPS.

Who is eligible for FPS?  

As long as you have an HSBC HKD or CNY bank account and have registered for online banking, you're eligible to register for FPS by linking your account to a valid mobile number, email address or FPS Identifier. To register for FPS with your HKID number, you'll have to have an account opened with us using your HKID as a document of identification.

How long does the FPS registration take to process? 

Registration is almost instant. You will usually get immediate confirmation, but if you don't, try refreshing the page or going back to the FPS registration page.

How will I know if I have successfully registered for FPS? 

You'll receive a text message confirmation if you've registered for FPS with your mobile number, or by email if you used your email address, FPS Identifier or HKID.

You can also check your FPS registration status on the HSBC HK Mobile Banking app. Simply select your profile in the top right corner, go to 'Pay and transfer', then choose 'Register or view FPS registration'.

Alternatively, you can check it in online banking by going to 'Register or view FPS registrations'.

Will my FPS Identifier change if I deregister it and then register it again? 

If you deregister your FPS Identifier, you will receive a new FPS Identifier the next time you register. You will also be able to link the FPS Identifier to a different account if you wish.

If I am using a mobile number as a Proxy ID, does it have to be a Hong Kong number? 

No, you can register with a foreign number. You will receive an SMS notification upon successful registration.

Do I need to include the country code when I am registering my mobile number? 

Only if you are using an overseas number. If you are using a Hong Kong mobile number, the country code will be prefilled.

If I update my mobile number or email address on FPS during registration, how long will it take for the changes to go into effect?  

Any changes you make during FPS registration will be updated immediately, and your bank record will be updated accordingly. You will receive a notification to show that your information has changed.

After registration, how do I update my mobile number or email address? 

You can update your contact details via the HSBC HK Mobile Banking app / HSBC Online Banking, by visiting our branch, by mail, or by calling our customer service hotline. Instructions on how to update can be found on our 'Change contact details' page.

Once you have updated your contact details, your FPS registrations under your previous contact details will be deregistered. You will need to register for FPS again with your new mobile number / email address via online banking.

To pay and receive money via FPS, do I need to link a bank account to a Proxy ID (mobile number, email address or FPS identifier)? 

To receive money via a Proxy ID, you need to register for FPS by linking your Proxy ID to a bank account. To receive money to a bank account via FPS, no registration is required. Please advise your payer to choose HSBC (bank code 004) as the payee’s bank or receiving bank, then enter your 10- or 12-digit HSBC account number in the payee account number field. The first 3 digits of your HSBC account number is the branch code, followed by a 7- or 9-digit account number.

To send money to payees who have registered for FPS, you don’t have to be registered for FPS beforehand.

How many HSBC receiving accounts can I link to one Proxy ID? 

You can only link one HSBC account for each Proxy ID. However, you can use a different HSBC account for each separate Proxy ID. That means you could have one linked to your mobile number, one to your email address and one linked to an FPS Identifier.

Can I change which HSBC account I link to my Proxy ID? 

Yes, you can change it. To do it on the HSBC HK Mobile Banking app, go to 'Profile', find 'Pay and transfer' and select 'Register or view FPS registration'.

To change it in online banking, go to 'Register or view FPS registrations'.

After FPS registration, can I change HSBC from my default receiving bank to non-default? 

Yes. If you choose not to use HSBC as your default receiving account, your most recently registered account will become your new default. If you want to make HSBC your default account again, just check the box beside 'Set HSBC as a default bank when receiving money'. Please note that you can't undo this setting.

Can I deregister from FPS? 

Yes, you can deregister via Personal Internet Banking or the HSBC HK Mobile Banking app.

Why can't I see any buttons in the HSBC HK Mobile Banking app for FPS registration? 

FPS registration in the HSBC HK Mobile Banking app is only supported for iOS / iPadOS versions 12.2 or above, and Android OS versions 6.0 or above.

Please update the operating system on your device and download the latest version of the HSBC HK Mobile Banking app, then try again.

Alternatively, you can register for FPS via online banking.

How to check the default receiving bank/ FPS participant of my Proxy ID?

You can check your Proxy ID’s default receiving bank/ FPS participant on the HSBC HK Mobile Banking app. Simply select your profile in the top right corner, go to 'Pay and transfer‘ and choose 'Register or view FPS registration'. Then select the Proxy ID that you wish to check under the ‘Other FPS registrations’.

Alternatively, you can check it in HSBC Online Banking by going to ‘Register or view FPS registrations‘ under the ‘Pay & transfer’ menu, then select ‘View FPS registrations at other banks’ to check the default receiving bank/ FPS participant of your Proxy ID.

How can I send and receive money using FPS? 

Simply log on to the HSBC HK App, tap on 'Pay & Transfer' and then select 'Other local payees/FPS'.

To receive money via FPS using your Proxy ID (mobile number, email address, FPS Identifier) or personalised QR code, you'll need to first register for FPS via the app or HSBC Online Banking. You'll be able to easily receive money when people key in your Proxy ID or scan your QR code.

You can also receive money to your bank account directly without registering for FPS. Tell your payer to choose HSBC (bank code 004) as the receiving bank, and then enter your 10- or 12-digit HSBC account number.

Note: The first 3 digits of your HSBC account number is the branch code, and the remaining 7 or 9 digits are your account number. 

What does the ‘Make a transfer’ function under 'FPS' on the HSBC HK Mobile Banking app let me do? 

This lets you make quick payments using FPS. It's faster than a normal transfer because it only supports payments to Proxy IDs. It also automatically takes the payment from your default debit account and sends it to your payee's default, so you don't have to make as many selections to complete the transaction.

For complete flexibility when making a transaction, including transferring via an account number, setting future-dated payments and adding recipients to 'My payees', you'll need to use the 'Transfer' feature under the main menu.

Does it incur any charges if I send money to another bank account via FPS? 

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

Does FPS support currency exchange? 

For now, we only support domestic transfers of HKD to HKD or CNY to CNY via FPS. To use other currencies, you need to do a transfer via account number.

For payments to designated overseas merchants that support FPS, transfer of HKD to CNY or other currencies is supported.

Is there a function where I can send someone a request to pay me? 

There is no specific function for requesting a payment, but you can ask someone to send you money by providing your Proxy ID or QR code. You may even embed a specific amount in your QR code when receiving money. Please remember that when you show a QR code to request payment, people might be able to see your mobile number or email address if you are using it as your Proxy ID. To keep this information confidential, you may use FPS Identifier as your Proxy ID instead.

Can I set up recurring transfers with FPS? 

Unfortunately, recurring transfers cannot be set up using Proxy ID. However, you can set up a recurring transfer using your payee's bank account number via 'Other local payees/FPS'.

How do I add a new payee? Is it the same as before? 

It is mostly the same process, but instead of using the payee's account number, now you can use their mobile number, email address or FPS Identifier, as long as they have already registered with FPS.

Can I still use e-Transfer or Express Transfer for HKD and CNY transfers? 

You will not see the options e-Transfer or Express Transfer anymore as most transfers will be done via FPS. However, if the payee's bank does not support FPS, we will still send the money via Express Transfer.

How long in advance can I set a future payment? Does the 45-day maximum still apply? 

Yes, it's the same as before: 45 days including holidays.

Why was my payment to a registered payee rejected? It worked before. 

As FPS transfers are instant, many banks may have imposed stricter controls in place to make sure the recipient's name and bank account number match. If you are transferring via account number and you've used a nickname to add this person to 'My payees', the payment will be rejected.

Please ask your payee for the exact name the account is registered under. You'll then need to remove them from 'My payees' and add them again using their official name listed on their bank records.

Please note that you don't need to do this if your payee has registered for FPS and you have saved them to 'My payees' using one of their Proxy IDs (mobile number, email address and FPS Identifier).

Why do I need to re-register someone to 'My payees'? I had no problem transferring money to them before FPS, and neither of us have even registered for FPS.

As FPS transfers are instant, many banks may have imposed stricter controls in place to make sure the recipient's name and bank account number match. If you are transferring via account number and you've used a nickname to add this person to 'My payees', the payment will be rejected.

Please ask your payee for the exact name the account is registered under. You'll need to remove them from 'My payees' and then add them again using their official name listed on their bank records.

Someone tried to transfer money to me but HSBC rejected the payment. They successfully sent me money before, so why was it rejected this time? 

Because FPS transfers are instant, we are putting stricter controls in place to make sure the recipient's name and bank account number match. If someone is transferring money to you via account number and they've used a nickname to register you in their system, the payment will be rejected.

To send money via your account number, this person will need to use the official name that your account is registered under. If you're unsure what that is, you can check your bank statement.

Alternatively, you can register for FPS to receive money via Proxy ID (mobile number, email address and/or FPS Identifier), so the person won't have to enter your name.

What do the new 'Pay with FPS' and 'Show my FPS QR code' functions let me do? 

The new 'Pay with FPS' button allows you to send money by scanning a QR code (even one from your photo album), or entering the other person's mobile number, email address or FPS Identifier. This feature will use money from your daily small-value payment limit.

'Show my FPS QR code' brings up your personal QR code, which you can show someone so they can scan it to send you money.

Is it safe to pay via QR code? 

Yes, it is generally safe to pay via QR code. When you use the 'Pay with FPS' function to scan a QR code, the HSBC HK Mobile Banking app will ask you to verify your transaction using biometric authentication or Mobile Security Key verification. These are unique to your device and cannot be used by anyone else.

Do I have to log on to use the 'Pay with FPS' or 'Show my FPS QR code' functions? 

If you have activated Mobile Security Key or biometric authentication, you can use the 'Pay with FPS' and 'Show my FPS QR code' functions before logging on. However, you will need to log on before making transactions or changing your settings. If you have not yet activated Mobile Security Key, 'Pay with FPS' or 'Show my FPS QR code' won't be available, but you can still perform small-value transactions after logon.

Will my QR code in 'Show my FPS QR code' change? 

Your QR code will change when you change your Proxy ID, such as changing from using your email address to using your mobile number. It will also change when you embed a different payment amount or currency.

I just paid someone via their FPS QR code. Can I save them to 'My payees'?  

Unfortunately, you will not be able to add them to 'My payees' after paying by QR code.

However, you can use their Proxy ID (i.e. mobile number, email address, FPS identifier) or bank account to add them to 'My payees' via 'Other local payees/FPS' on the Pay & Transfer tab.

Does the QR code scanner in 'Pay with FPS' function work with non-FPS QR codes? 

No. The QR code scanner in 'Pay with FPS' only works with FPS QR codes.

Does the QR code in 'Show my FPS QR code' function work with non-FPS QR code scanners? 

No. Your QR code can only be scanned by mobile apps that support FPS.

I'm trying to scan a QR code to send money but it's not working. Why not? 

Please check with your payee to make sure their QR code is a valid FPS QR code and that it is up to date.

Can I make a future-dated payment with QR code payment functions? 

Unfortunately, the QR code payment function doesn't support future-dated payments. To set up future-dated payments, simply log on to the HSBC HK App, select 'Pay and Transfer' > 'Other local payees/ FPS'.

Are there transfer limits using QR code? 

You can transfer up to HKD10,000 daily via QR code when sending money to family and friends.

For all merchants, you can transfer up to HKD10,000 daily when sending money to ecommerce, retail companies, and public utilities.

For selected merchants, you can transfer up to a limit of HKD400,000 daily via QR code, depending on your current non-registered account limit (for Internet/Mobile banking or across channels) and its remaining daily limit, whichever is lower.

You can log on to Personal Internet Banking and visit ‘My banking’ > ‘Daily payment and transfer limits’ > ‘To non-registered accounts’ to check or adjust your daily limit for non-registered accounts.

How does FPS x PromptPay QR payment work?

FPS x Promptpay QR payment allows you to make instant payments to merchants in Thailand from your HKD bank account through HSBC HK App. It is available 24/7 and free of charge.

You can open your HSBC HK App, select 'FPS transfer', then select 'Scan to pay' and scan the Thai merchant's QR code to make payment. We'll ask you to verify your payment details including exchange rate, and authorise the payment with your biometric authentication or your Mobile Security Key. If your payment is successful, we'll notify you via both SMS and email. You may also check with the merchant directly.

How is the exchange rate when I pay?

This is an indicative live rate. The actual rate is subject to market fluctuation and will be verified before you confirm the payment.

Outside of normal trading hours (from Monday 7:00am to Saturday 4:15am HKT during US daylight saving time, or 5:15am HKT the rest of the year) and on Hong Kong public holidays, the exchange rate will be with a wider bid/ ask difference.

Which of the Thai merchants support FPS x PromptPay QR payment?

You can use this service with Thai merchants that support PromptPay and the QR code is tagged to any of the following financial institutions:

• Bank of Ayudhya (also known as "Krungsri")
• Bangkok Bank
• Kasikornbank (also known as "KBank")
• Krungthai Bank
• Siam Commercial Bank (also known as "SCB")

Are there any payment limits for FPS x PromptPay QR payment?

Yes, your payments count towards your small-value payment limit, which is shared across other payment methods via HSBC HK App or HSBC Online Banking.

You can view and change your small-value payment limit by clicking the 'Profile' icon after log on, select 'Pay and transfer' under 'Settings and preferences' on the HSBC HK App.

Can I use the FPS x PromptPay QR payment to make payment from a non-HKD account?

No.  FPS x PromptPay QR payment only allows payment be made from a HKD bank account. You can view the exchange rate before confirming the payment.

I have a dispute with the merchant. What should I do? 

In the case of a dispute, contact the Thai merchant directly.

I want a refund. What should I do? 

Contact the merchant directly for refunds. Please note that the merchant will need to use alternative payment method (e.g. cash) if it is agreed to refund.

If I see the payment failure error message multiple times, what can I do?

In this case, please choose another payment method acceptable by the merchant.

How does FPS in-app payment work? 

FPS in-app payment in the HSBC HK Mobile Banking app lets you pay for your purchases with Faster Payment System (FPS) without having to leave your merchant's app. When prompted on the merchant's app, choose to pay by FPS. You can then select your HSBC HK Mobile Banking app from the payment options. You'll be asked to verify your payment details and authorise the payment with your biometric authentication or your Mobile Security Key password.

If your payment is successful, you'll receive an SMS and email notification from us. You'll also receive a confirmation from the merchant once your order goes through.

Who can use FPS in-app payment? 

Use this function if you've:

• downloaded HSBC HK Mobile Banking app
• activated your Mobile Security Key
• chosen a selected debit account
• set up a small-value payment limit

If you're an iOS user, make sure you've already enabled your biometric authentication on your device.

Which merchant apps accept FPS in-app payment through the HSBC HK Mobile Banking app? 

Any merchant app that supports FPS inbuilt app payment.

Can I place an order on one device and pay for it with the HSBC HK Mobile Banking app on a different device? 

No, you need to place your order and pay for it with the HSBC HK Mobile Banking app using the same mobile device. For that, you need both the merchant's app and the HSBC HK Mobile Banking app installed on that device.

Are there any payment limits for FPS in-app payment with HSBC HK Mobile Banking app? 

Yes, your payments count towards your small-value payment limit, which is shared across other payment methods via HSBC HK Mobile Banking app or Personal Internet Banking website.

You can view and change your limit in 'Small-value payment limit' under 'Settings' on the HSBC HK Mobile Banking app.

How will I know if the FPS in-app payment goes through? 

If your payment is successful, you'll receive an SMS and email notification from us. To confirm your order, check with the merchant via their app or contact them directly.

Quote your bill reference number if you need to raise an enquiry or resolve a dispute with the merchant. This reference number can be found in your transaction history via HSBC HK Mobile Banking app or Personal Internet Banking website. We don't handle disputes on our end.

I have a dispute with the merchant. What should I do? 

In the case of a dispute, contact the merchant directly, quoting your bill reference number. You can find this reference number in your transaction history via HSBC HK Mobile Banking app or Personal Internet Banking website.

I want a refund. What should I do? 

Contact the merchant directly for refunds. Have your bill reference number ready as you'll need to quote it. You can find the reference number in your transaction history via HSBC HK Mobile Banking app or Personal Internet Banking website. 

If I see the payment failure error message multiple times, what can I do? 

In this case, please choose another payment method available from the merchant's app.

What's the difference between 'Quick Transfer' and 'Pay or transfer'? 

'Quick Transfer' is a feature found on the 'My accounts' dashboard in Online Banking. It allows you to transfer money between your own HSBC Hong Kong accounts and send small-value payments of Hong Kong dollars and Renminbi to people and businesses in Hong Kong.
Quick Transfer' supports payments via payee’s phone number or email address.

'Pay or transfer' allows you to transfer larger amounts between your own accounts, as well as to people and businesses. With 'Pay or transfer' you can also send money internationally in Hong Kong dollars and other supported foreign currencies. You can also choose between immediate transfers, future dated payments or recurring payments.

'Pay or transfer' supports payments via payee’s phone number, email address or FPS Identifier.

How do I enable the Quick Transfer function? 

If you've already set a default debit account and daily small-value payment limit, you won't need to set again. If you're a new user, you'll be guided through registering a default debit account and setting a daily small-value payment limit.

Can I use Quick Transfer to send money from a non-HKD or CNY account? 

No. Quick Transfer only allows same-currency transactions, so you can send HKD to HKD accounts or CNY to CNY accounts. To transfer other currencies, you need to do the transaction via 'Pay or transfer'.

When I transfer to my payee using his/her FPS proxy ID, there is a reminder displayed saying that the payee account is related to a scam report. What does it mean?'

This is a anti-scam alert message and will be shown when the payee's FPS proxy ID (mobile number/email/FPS identifier) is listed as “High Risk” as per the scam prevention advice provided by the Hong Kong Police Force on Scameter. You are advised to verify the identity of the payee before making transactions. The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please visit the webpage of Scameter (https://cyberdefender.hk/en-us/scameter/) for more details.

When I see a reminder displayed saying that payee account is related to a scam report, how can I cancel the transfer instruction?

You can cancel the transfer instruction by the steps below:

1. HSBC HK App:
   1. select 'X' at the top of the page; or
   2. select '...' at the top of the page and then 'Cancel this transfer'; or
   3. select ‘Cancel transfer’ at the pop up window before confirming the payment
2. HSBC Online Banking: select 'Cancel' in the bottom of the page

What is the source of the anti-scam alert and how is my private information being protected?

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please visit the webpage of Scameter (https://cyberdefender.hk/en-us/scameter/) for more details.

Can I confirm and accept the anti-scam alert message and make FPS transfer to the FPS proxy ID on the anti-scam alert?

Yes, you can, but please be reminded that the transaction has high risk of fraud. You are advised to always verify the payment details (including the payee’s identity) of every single transaction before making payment.

If I confirm to the bank to proceed with an FPS transfer with FPS proxy ID (i.e. mobile number/email address/FPS Identifier) flagged as “High Risk” and subsequently realize being scammed, what should I do?

If you suspect you have been scammed, you may visit a police station or the Hong Kong Police Force e-Report Centre (https://www.police.gov.hk/ppp_en or https://www.police.gov.hk/ppp_tc ) to file a report. In tandem, please report the case to us.

If there is no anti-scam alert message relating to my payee, does it guarantee it is safe to transfer to him/her?

No, it is not guaranteed. The anti-scam alert message will only be shown if the payee’s FPS proxy ID is included in the scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, the proxy ID will not be included in the anti-scam alert.

You are advised to always verify the payment details (including the payee’s identity) of every single transaction before making payment.

How would I know if my payee’s mobile number/email address/FPS Identifier is flagged for anti-scam alert?

You can check Scameter (cyberdefender.hk) to see if it is flagged as “High Risk”. When performing an FPS transaction with use of FPS proxy ID (i.e. mobile number, email address, or FPS Identifier) via internet banking or mobile banking app, we will display an anti-scam alert message for those FPS proxy IDs flagged in the scam reports provided by the Hong Kong Police Force. You are advised not to make any transactions to the payee unless you have carefully verified the payee’s identity and ensure that the payee is trustworthy.

If a payee’s mobile number is flagged as “High Risk”, will his/her email address or FPS Identifier also be flagged by the anti-scam alert?

FPS proxy IDs are flagged as "High Risk" in Scameter and included in the anti-scam alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, it will not be included in the anti-scam alert. `

I discovered my payee’s mobile number has been flagged in Scameter. How come HSBC did not alert me when I now try to make payment to this FPS proxy ID?

The anti-scam alert is generated based on information collected from scam reports provided by the Hong Kong Police Force and updated from time to time on a daily basis. Please check again that the payee is trustworthy before you proceed with the transaction.

I discovered my payee’s mobile number has been flagged in Scameter. How come HSBC did not alert me when I previously made payment to this FPS proxy ID?

FPS proxy IDs are flagged as "High Risk" in Scameter and included in the anti-scam alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, it will not be included in the anti-scam alert.

If I find my payee’s FPS proxy ID is being flagged by the anti-scam alert, how can I remove it?

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs are not tagged correctly.

Why I found my FPS proxy ID on the anti-scam alert when doing FPS transfer? I did not commit any crime!

According to the record provided by the Hong Kong Police Force, your FPS proxy ID is related to a scam report. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy ID is not tagged correctly.

Will HSBC be able to help to remove my FPS proxy IDs from the anti-scam alert?

No, we cannot do the deletion. The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs are not tagged correctly.

If I want to report a suspicious FPS proxy ID, what should I do?

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. If you suspect a crime case has occurred, please report to the Hong Kong Police Force at a police station or via Hong Kong Police Force e-Report Centre
(https://www.police.gov.hk/ppp_en or https://www.police.gov.hk/ppp_tc)

Why are anti-scam alerts generated only for FPS proxy IDs when I conduct online transfers but no anti-scam alert is generated for bank accounts? (the online Scameter offers search service of suspicious bank accounts too)

The scope of this anti-scam alert mechanism in the first stage covers FPS proxy IDs. The scope will be reviewed from time to time. If you would like to check if the payee’s bank account has been flagged in Scameter, please visit the webpage of Scameter (https://cyberdefender.hk/en-us/scameter/) for more details.

How does FPS affect autopay? 

If you have previously set up autopay instructions, they will automatically carry over to FPS. You won't have to set them up again.

I want to set up a new autopay instruction but I can't find the company name in the list. 

Select ‘Others’ and then enter the merchant's bank account number or Proxy ID (mobile number, email address or FPS Identifier) to setup autopay for your bill.

I only need to enter a Proxy ID (mobile number, email address or FPS Identifier) to make payments with FPS. Can I also use a Proxy ID for autopay transactions? 

If a merchant has registered for the FPS autopay function, you can use their Proxy ID to set up an autopay instruction. If the merchant hasn't registered for autopay – even if they are registered with FPS – you'll need the standard account information to set up an autopay instruction for them. If you are unsure, check with the merchant.

How much money can I send to e-wallet using FPS? 

The transfer limit depends on the top up limit of the particular e-wallet you are sending money to. Please refer to the policy of the e-wallet.

Where can I check my small-value payment limit? 

You can view and change your limit in 'Small-value payment limit' under 'Settings' on the HSBC HK Mobile Banking app, or in 'Daily payment and transfer limits' in Personal Internet Banking.

What happens if I make a payment that exceeds my small-value payment limit? 

You'll be asked to authenticate the transaction using your Mobile Security Key / Security Device.

Please note, you will not be able to proceed if you make a payment that exceeds your limit via 'Pay with FPS' on the HSBC HK App's log on page. To continue with your payment, please cancel the transaction, log on, go to 'Pay & Transfer' tab and select 'Other local payees/ FPS'.

When I send money to someone, will I know if the transaction was successful? 

If your transaction is successful, you will receive an SMS and email notification. The record will also show in your transaction history.

Will I be notified if someone sends money to my HSBC account? 

Yes, you will receive a notification. The record will also show in your transaction history.

When I make a payment to someone at another bank, will they receive a notification? 

That depends on your payee's receiver. Some will send them a notification, but some will not.

Where can I check my FPS transaction history? 

You can see your FPS transaction history in your account details via HSBC HK Mobile Banking app or Personal Internet Banking. It will also appear on your bank statement, but some details such as message to recipient will not be shown.

What kind of information will the FPS transaction history display? 

You can view the details for both payments you send and receive, including messages to payees or bill references to merchants.

The names displayed have different formats depending on the transactions. If you were the payee, you will see the sender’s full name. If you’ve sent money to someone, you’ll see a masked version of their name while they’ll see your full name. If you’ve sent money to a merchant, then you’ll see the merchant’s full name.