HSBC HK App FAQ

Please close the HSBC HK App on your device completely. That means you should swipe up from the bottom of your device screen, hold it and then swipe up on the app preview to close it.

If you still see the 'Welcome to HSBC HK' screen when you open the app again, select 'Log on', then 'Yes, log on' to set up the HSBC HK App.

If you need further help, please contact us.

When you log on to HSBC HK App for the first time or on a new device, you'll be asked to create a 6-digit 'Mobile Banking PIN' for this device. Please refer to our step-by-step-guide.

For security reasons, you can only activate HSBC HK App on one device. If you'd like to switch your HSBC HK App to another device, please refer to our step-by-step guide.

Please refer to our step-by-step-guide. Don’t let go of your old phone till you've set up the HSBC HK App on your new phone using the QR code.

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

You can change your transfer limit for registered and unregistered payees in the HSBC HK App or HSBC Online Banking.

For your small-value payment limit, you can set a maximum daily limit of HKD10,000. To adjust the limit in the HSBC HK App, go to 'Pay and transfer' / 'Pay', then 'Set limits'.

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

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

No, you won't need to do that. Simply update to the latest version of the HSBC HK App. When the new design is available to you, you can log on like you normally do, and start exploring and using the new design.

Here's how to get to your push notifications and profile in the new design:

1. Go to the homepage and select the menu icon in the top right corner of the screen.
2. You'll then be able to see the bell icon for your push notifications, and the profile icon for your profile.

Some products and services are available on your homepage or in the quick actions on your homepage in the new design. But to explore the full range of our products and services:

1. Select the menu icon in the top right corner of the screen.
2. Choose 'Products'.

Can I access my overseas HSBC accounts in the HSBC HK App?

Yes, but you'll need to be an HSBC HK customer who's registered for HSBC Online Banking. Then you'll be able to see your overseas HSBC accounts that you've linked in the HSBC HK App.

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 these may not have been cleared for withdrawal or have not become part of your available balance yet.

Your available balance is the amount of money in your account that you can withdraw. This may include your overdraft facility, if you have any.

How far back can I see my transaction history in the HSBC HK App?

You can see your transaction history as far back as the last 2 years. This applies to your current, savings and gold accounts. For your credit card account, you can see as far back as the last 60 days.

How do I see my accounts in Global View in the HSBC HK App?

First, you’ll need to log on to HSBC Online Banking and add or remove your HSBC accounts.

Next, log on to the HSBC HK App and you should be able to see your local HSBC accounts and all the global HSBC accounts that you've added.

Where can I view the latest deposit rates for my HSBC saving accounts and time deposits on the HSBC HK App?

On the log on page, tap on the exclamation mark icon on the right side of the screen, then select 'deposit rate'.

My account balance and transaction data on the HSBC HK App appear to be out of date. How do I update this?

Simply return to the home page of your HSBC HK App. This will trigger an automatic refresh of all related information under your account.

Can I update my mobile number and email address in the HSBC HK App?

Yes, you can update your mobile number and email address in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

Please note that you can only update these details if you already have a valid mobile number and/or email address in our records.

If you only have one of these items in our records and you want to update the missing or invalid information, you can do so with your HKID in the HSBC HK App.

Can I update my residential and correspondence address in the HSBC HK App?

Yes, you can update your residential and correspondence address in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

Please note that you can only update your residential and correspondence address if you already have a valid mobile number and/or email address in our records. So before you make your update, please check that your mobile number and/or email address are up to date in our records.

How long will it take to process my updated address?

That depends on when you submitted the update.

If you submit the update during our office hours, we'll process it and update it in our records on the same day. Otherwise, we'll do it on the next working day.

Our office hours are:

• 9am to 7:55pm HKT, Mondays to Fridays
• 9am to 5:25pm HKT, Saturdays

We're closed on Sundays and public holidays.

For correspondence address updates, it may take up to 4 working days to be effective for eStatements and eAdvice, and for some products like cards and MPF.

Will the update to my mobile number and email address apply to all my communications with HSBC?

Yes, we'll use your updated mobile number and email address across all the products you hold with us. For example, your cards, insurance and MPF. But the change won’t apply to general insurance policies and ORSO.

To update your contact details for your AXA general insurance policies, please get in touch with AXA directly.

To update your contact details for ORSO, please log on to HSBC Online Banking. Or you can print, fill in and submit a data change request form to your employer.

My mobile number and/or email address are missing or invalid in HSBC's records. Can I still update my contact details in the HSBC HK App?

You'll need to have at least either a valid mobile number or valid email address to update your contact details. This is part of our security measures to keep your accounts safe. It's crucial that we have your mobile number and email address so we can keep you informed about transactions on your account.

If you only have either one of these details in our records, and you want to add or update the other, you can do so in the HSBC HK App. You'll need your HKID for this. Next, follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.
    

If you don't have an HKID but you have a valid mobile number in our records, you can add or update your email address in HSBC Online Banking. You'll need your Security Device or Mobile Security Key for this. Next, follow these steps:

1. Log on to HSBC Online Banking on a desktop device such as a laptop.
2. Go to the 'Quick links' menu and select 'Update email address'.

Alternatively, you can print, fill in and submit a Change of address and/or customer information instruction form (for personal customer) to us by mail.

Or you can visit us at your nearest branch with an identity document and we'll help you update your details.

How long will it take to reflect my updated contact details in the bank’s records?

Your mobile number and email address will be updated right away for your HSBC HK App profile. But please allow 4 working days for the change to be reflected for your other accounts, such as your cards, insurance or MPF accounts.

So until that change is reflected across all your accounts, you might still receive statements for them at your previous email address.

How do I register for Personal Internet Banking?

You only need to register for Personal Internet Banking once to access our online and mobile banking services. You can do this in the HSBC HK App.

Please keep a valid, up-to-date mobile number and email address in our bank records.

We'll ask you to verify your identity when you register. You can do so through any of the following ways.

• Valid HKID or passport
  - This must match what you provided us when you opened your account
  - This applies to New Smart HKID cards (2018 version) and supported passports.
  - This applies to customers aged 11 or above.
  - This doesn't apply to customers who only hold an HSBC MPF or ORSO Defined Contribution Scheme account.

• Exit-entry Permit (EEP)
  - This must match what you provided us when you opened your account
  - You must be aged 18 or above if you're registering with your EEP
• HSBC bank account number and its related ATM PIN or phone banking PIN
• HSBC credit card number and its related ATM PIN
• HSBC Mastercard Debit Card number and its related ATM PIN
• HSBC MPF or ORSO Defined Contribution Scheme account number and the last 6 digits of your mobile number

Once you've completed your registration, you can activate your Mobile Security Key and set up your 6-digit Mobile Banking PIN. You can also enable biometric authentication to log on quickly and securely. Next, you can start exploring the wide range of features and services at your fingertips on the HSBC HK App.

If you don't have a suitable device to complete your registration and set up the HSBC HK App on, please visit us at your nearest branch in Hong Kong. We'll be happy to help.

If you have questions or need our help, please call us.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

I've scanned my HKID, passport or Exit-entry Permit (EEP) and taken a selfie to verify my identity when I was registering for Personal Internet Banking. Why do I need to wait?

We may ask you to wait after you've scanned your HKID, Exit-entry Permit (EEP) or passport and taken your selfie. In rare cases, we might need a bit more time to carry out our checks in verifying your identity. But we'll let you know how it went within 24 hours, by SMS and email.

Once we've successfully verified your identity, you should be able to open the HSBC HK App and log on right away.

I couldn't verify my identity with my HKID, passport or Exit-entry Permit (EEP) when I tried to register for Personal Internet Banking. Why?

Please check that:

• You're using a valid supported HKID, passport or EEP
• You're aged 11 or above for verifying your identity with your HKID or passport, or aged 18 or above for verifying your identity with your EEP 
• You've taken clear images of your HKID, passport or EEP
• You've taken a clear selfie

If you're still having trouble with this, please contact us or try a different way of registering.

My Personal Internet Banking registration has been rejected. What should I do?

Please try again.

If you're using your HKID, passport or EEP to verify your identity, you need to use the one that's in our records. You should also make sure that:

• You're using a valid New Smart HKID card (2018 version) or a valid supported passport or a valid EEP
• You've taken clear images of your HKID, passport or EEP
• You've taken a clear selfie
• You're aged 11 or above for verifying your identity with your HKID or passport, or aged 18 or above for verifying your identity with your EEP
• You don't only hold an HSBC MPF or ORSO Defined Contribution Scheme account
   

If you're using your account details to verify your identity, please make sure you enter the:

• Correct account number and PIN, or mobile number
• Correct identity document details, which should match what you provided us when you opened your account

I tried several times but couldn't verify my identity with my HKID, passport or Exit-entry Permit (EEP) when I was registering for Personal Internet Banking. Why can't I keep trying?

You can only make a number of attempts before you're blocked from trying again with your HKID or passport for 24 hours. It's a safety measure to protect your account. You can try again after 24 hours.

In the meantime:

• If you hold an HKID, you can verify your identity at any HSBC or Hang Seng ATM in Hong Kong with your HSBC ATM card or verify your identity at one of our Hong Kong branches
• If you don't hold an HKID, you can try to verify your identity with your account details. Alternatively, you can verify your identity at one of our Hong Kong branches

What identity documents can I use to verify my identity when I register for Personal Internet Banking?

You can use one of these:

• A valid New Smart HKID card (2018 version)
  - This must match what you provided us when you opened your account
  - You must be aged 11 or above if you're verifying your identity with your HKID
  - This doesn't apply to customers who only hold an HSBC MPF or ORSO Defined Contribution Scheme account.
  - Your HKID must show your complete date, month and year of birth.
• A valid supported passport
  - As issued by: Australia, Belgium, Canada, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, United Kingdom, United States, Vietnam or Taiwan.
  - You must be aged 11 or above if you're verifying your identity with your passport
• Exit-entry Permit (EEP)
  - This must match what you provided us when you opened your account.
  - You must be aged 18 or above if you're verifying your identity with your EEP

My HKID or passport isn't on the list of supported identity verification documents. What should I do if I want to register for Personal Internet Banking?

• If you hold an HKID, you can verify your identity at any HSBC or Hang Seng ATM in Hong Kong with your HSBC ATM card or verify your identity at one of our Hong Kong branches
• If you don't hold an HKID, you can try to verify your identity with your account details. Alternatively, you can verify your identity at one of our Hong Kong branches

Can I use a photocopy or digital copy of my HKID, passport or Exit-entry Permit (EEP) to verify my identity when I register for Personal Internet Banking?

No, you have to use your original HKID, passport or Exit-entry Permit (EEP) for this.

I have an HSBC HKD account but not an ATM PIN or phone banking PIN. How do I register for Personal Internet Banking?

Please visit us at your nearest branch in Hong Kong and we'll help you with your registration.

Will I be notified when a new eStatement or eAdvice is available?

Yes, we'll let you know when a new eStatement or eAdvice is ready. We'll send you a push notification, email or SMS. So please keep an up-to-date email address and mobile number in our records so you'll receive them.

If you need to update your contact details, you can do so via the HSBC HK App or HSBC Online Banking. For steps on how to do this, please visit our 'Change contact details' page. 

We recommend that you review your latest eStatements and eAdvice. This way, you'll know if you need to do anything about them.

What are eStatements and eAdvice?

You can access eStatements and eAdvice securely in the HSBC HK App and HSBC Online Banking any time. They'll be available for all your accounts.

Plus, you'll help save the environment by using less paper. Of course, you can still print them out or save them on your computer if you'd like.

We provide eStatements and eAdvice for free. If you've just opened a new account, you'll already be registered for it. But you can also opt in for it in minutes at any time.

You can generally see eStatements from up to the last 84 months (7 years) and eAdvice from up to the last 3 months. Please note:

• You can download eStatements in HSBC Online Banking only.
• You can see eStatements over the last 84 months for integrated accounts, HKD Current and Savings accounts.
• If you don't see your credit card eStatement, you can ask for a paper statement and we'll waive its fee.
• eStatements for other accounts (including investment and securities accounts) are retained for up to the last 24 months only.

We'll let you know when your latest eStatement is ready, by push notification, email or SMS.

What's the difference between opening an account via the HSBC HK App and at an HSBC branch?

You can open your account in less than 5 minutes via the HSBC HK App. You won't need to go into a branch to submit your proof of identity or any other documents. Once you've registered for Personal Internet Banking, you'll be able to access your account in the HSBC HK App or HSBC Online Banking.

This seamless experience is also available to international customers and passport holders! Simply download the HSBC HK App to apply for an account in Hong Kong. It'll take just 15 minutes.

Can I open an account in the HSBC HK App?

Yes, you can do so if you meet all of the following criteria:

• You're aged between 11 and 75 (if you're under 18 or over 75, please visit your nearest branch. Our staff will assist you with your account opening).
• You're a permanent or non-permanent resident who holds an HKID issued in November 2018 or later; or you hold a supported overseas passport; or you hold an exit-entry permit (EEP).

Supported passports include those issued by Australia, Belgium, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, Taiwan, the UK, US, and Vietnam.

• You are currently located in Hong Kong SAR, mainland China, Australia, Macau SAR, Singapore, the UK or US.
• You don't currently hold any of the following products in Hong Kong:

HSBC personal banking or time deposit accounts

HSBC investment accounts (with the suffix 381 or 383)

HSBC credit cards, including any supplementary credit cards

• You're currently located in a designated country/region.
  
  Designated countries/regions include Hong Kong SAR, mainland China, Macau SAR, Australia, Canada, Singapore, UK, US, Argentina, Belgium, Bermuda, Brazil, Brunei, Chile, Cyprus, Denmark, Egypt, France, Germany, Greece, Guernsey, India, Indonesia, Isle of Man, Israel, Jersey, Kuwait, Malaysia, Malta, Mexico, New Zealand, Oman, Philippines, Poland, Portugal, Qatar, Spain, Sweden, Switzerland, Taiwan, Thailand, Türkiye, UAE, Uruguay. The scope of designated countries/regions will be continuously updated and is aligned with our bank policy.

I'm an existing HSBC customer and I want to open or upgrade my integrated account. Can I do that in the HSBC HK App?

Yes, you can open an integrated account, or upgrade from an HSBC One account to an HSBC Premier account in the HSBC HK App. Here's how to do that:

1. Select the menu icon, go to 'Products'.
2. Choose 'Accounts' and follow the steps on the screen.

You can also upgrade your account in HSBC Online Banking.

Alternatively, you can do so by calling us on (852) 2233 3722. Lines are open:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm

Or you can visit us at your nearest branch and we'll help you make the upgrade.

I used to hold HSBC accounts or cards but I've closed them all. Can I open an account in the HSBC HK App?

Yes, as long as you don't currently have any accounts or credit cards with us. You'll also need to meet other requirements to open an account in the HSBC HK App. For details, please see 'Can I open an account in the HSBC HK App?'.

How do I open an account in the HSBC HK App?

First, download the latest version of the HSBC HK App. Keep your identity document handy and be ready to take a selfie. When you're ready, open the app and get started.

If you're a US resident, we'll ask you for more supporting documents. We'll also contact you about the next steps.

Once you've downloaded the HSBC HK App, you can open your account in the app. Here's how to do that:

1. Select the menu icon, go to 'Products'.
2. Choose 'Accounts' and follow the steps on the screen.

For international customers and passport holders, if you want to check the application status or are being requested to upload document(s) before account opening, please refer to the Guide to Application Tracker and Document Upload.

What accounts can I open in the HSBC HK App?

You can open an HSBC One or HSBC Premier account in the HSBC HK App.

If you're a Hong Kong resident who holds an HKID card issued in November 2018 or later, you can open an investment account or apply for a credit card in the app right away once you've successfully opened an HSBC One or HSBC Premier account. To open an investment account in the app, you'll need to provide a proof of address that was issued within the past 3 months.

If you can't complete your application in the app, please visit us at your nearest branch and we'll help you. You'll need to bring your HKID or other valid identity document, and a valid proof of address.

I applied for an HSBC Mastercard Debit Card and/or HSBC UnionPay ATM Card while opening my account in the HSBC HK App. Will I receive the cards?

Yes, we'll send you the cards by post.

We'll send you your card within 4 to 6 working days. Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

If it's an HSBC Mastercard Debit Card, please activate it, then call our Interactive Voice Response (IVR) hotline to set up its PIN. The hotline number is (852) 3163 0633. You can also set up its PIN in the HSBC HK App.

If it's an HSBC UnionPay ATM Card, we'll send you its PIN by post separately.

If you're outside of Hong Kong, please allow more time for your card to be delivered.

I didn't register for Personal Internet Banking right after I opened my account in the HSBC HK App. Can I still register later on?

Yes, but you'll need to wait until you've received the PIN for your HSBC Mastercard Debit Card or HSBC UnionPay ATM Card. You can then use that PIN and your HSBC bank account number to register for Personal Internet Banking.

How will I know if I opened my account successfully?

You'll have successfully opened your account if you see an account number on the screen after you complete the final step.

We'll also send you confirmation by SMS and by email within 3 working days. Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

You'll then receive your HSBC Mastercard Debit Card and/or HSBC UnionPay ATM Card soon.

I received the message 'Unfortunately, we can't offer you an account yet. We need some more time to verify your information'. What should I do?

This means that we might need you to provide some supporting documents or answer some follow-up questions.

Please wait – we'll contact you within 5 working days (15 working days for international customers) if we need more information from you. Our working days include Mondays to Fridays only, and exclude Saturdays, Sundays and public holidays.

I'm trying to open an account but I didn't receive an SMS verification code. What should I do?

First, please check that you've entered the correct mobile number.

If it's correct, please ask for another code. Please note that we'll send a maximum of 3 codes to the same mobile number. After that, you'll need to wait 120 minutes (2 hours) to try again.

I accidentally closed the page while I was trying to open my account. What should I do?

That depends on when you closed the page in your application.

If you closed it before you receive your account number, you'll need to start a new application.

If you closed it after you received your account number but before registering for Personal Internet Banking, please wait for your card and PIN to arrive in the mail. You can then use them to register for Personal Internet Banking.

How soon can I start using my account?

You can start putting money into your account once you've opened it and registered for Personal Internet Banking.

But you should note that it'll be 2 working days before you can withdraw money from the account. Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

Is it safe to open an account in the HSBC HK App?

Yes, it's safe to do so. Data security is our top priority. We always do our best to ensure that your personal data is protected. We make sure that it’s safe against unauthorised or accidental access, processing and erasure. We use appropriate measures and processes to protect it.

Which third-party service provider will a copy of my HKID and selfie be transferred to?

They'll be transferred to TransUnion Limited where they'll be held for 7 days, then deleted.

I'm using my EEP to open an account. How should I tap my EEP card?

You can open an account with your exit-entry permit (EEP). You'll need to tap your EEP card against your mobile device so it can read the data. If you're having trouble with this, please try the following steps:

1. Check that you've turned on the NFC function on your mobile device.
2. Place your EEP horizontally on the top half of the back of your phone. If it doesn't work, please take off your phone case and try again.

If you've tried these steps and it still doesn't work, please contact the support team for your mobile phone.

Can someone else log on to the HSBC HK App on my device if their fingerprints are stored on my device?

When you enable Touch ID for the HSBC HK App, any fingerprints stored on your device can be used to log on to the app. We recommend that you only enable Touch ID if your fingerprints are the only set stored on your device.

You can add or remove stored fingerprints in 'Settings' on your device.

We don't store your fingerprints in the HSBC HK App or in our records.

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

Touch ID is an easy alternative to entering your Mobile Banking PIN on your iOS device. You can log on and authorise transactions in the HSBC HK App with just your fingerprint.

There are 2 ways you can enable Touch ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Touch ID when prompted. This would happen when you're setting up the app for the first time.
• If you have the app already set up, log on and select the menu icon, then 'Manage security'.

What devices can I use Touch ID on?

You can use Touch ID on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key before you can use Touch ID with the HSBC HK App.

If you're using an Android device, please refer to our FAQs on 'Fingerprint ID'.

Is Touch ID safe to use with the HSBC HK App?

Once you've activated your Mobile Security Key, only the fingerprints stored on your device can be used to log on to the HSBC HK App.

You can add or remove stored fingerprints in 'Settings' on your device.

To enable or disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

We don't store your fingerprints in the HSBC HK App or in our records.

What happens if I change my Touch ID settings?

If your Touch ID settings have changed, we'll ask you to confirm your fingerprint again when you log on to the HSBC HK App next time. This usually happens when:

• You update the fingerprints stored on your device
• You change or reset your Mobile Banking PIN
  
  

To enable or disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Can I still log on to the HSBC HK App if my fingerprints weren’t recognised?

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Touch ID and your Mobile Banking PIN.

I have Touch ID enabled on a device that’s been lost or stolen. What should I do?

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

How do I disable Touch ID for the HSBC HK App?

To disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

What's Face ID and how do I enable it in the HSBC HK App?

Face ID is an easy alternative to entering your Mobile Banking PIN on your iOS device. It uses the facial map stored on your iOS or iPadOS device. So you can log on and authorise transactions in the HSBC HK App with just a smile. It's simple, quick and secure.

There are 2 ways you can enable Face ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Face ID when prompted. This would happen when you're setting up the app for the first time.
• If you have the app already set up, log on and select the menu icon, then 'Manage security'.

What devices can I use Face ID on?

You can use Face ID on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key before you can use Face ID with the HSBC HK App.

My siblings and I look very much alike. Will they be able to use Face ID to log on to my HSBC HK App?

That depends. Please note that the chance of a false match with Face ID can depend on factors like how much your twin or sibling looks like you. It can also depend on if you've enabled 'Require attention for Face ID' on your device.

Before you enable Face ID, please read the terms and conditions carefully. This tells you what the risks and consequences of using Face ID are.

If you're concerned about using Face ID, you can disable Face ID for the HSBC HK App, and use your mobile banking PIN to log on instead.

I currently use my Mobile Security Key and Touch ID in the HSBC HK App, and I don’t want to use Face ID on my new iPhone. Will I still be able to use the HSBC HK App?

Yes, you’ll still be able to do so. Simply switch your Mobile Security Key to the new iPhone. You can then use your Mobile Banking PIN to log on and authorise transactions, so you won’t have to enable Face ID.

Is Face ID safe to use with the HSBC HK App?

Once you've activated your Mobile Security Key, only the facial map stored on your device can be used to log on to the HSBC HK App.

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.
   
   

We don't store your facial map in the HSBC HK App or in our records.

Please note that the chance of a false match with Face ID can depend on factors like how much your twin or sibling looks like you. It can also depend on if you've enabled 'Require attention for Face ID' on your device.

Before you enable Face ID, please read the terms and conditions carefully. This tells you what the risks and consequences of using Face ID are.

If you're concerned about using Face ID, you can disable Face ID for the HSBC HK App, and use your Mobile Banking PIN to log on instead.

What happens if I change my Face ID settings?

If your Face ID settings have changed, we'll ask you to confirm your facial map again when you log on to the HSBC HK App next time. This usually happens when:

• You update the facial map stored on your device
• You change or reset your Mobile Banking PIN
  
  

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Can I still log on to the HSBC HK App if my face wasn’t recognised?

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Face ID and your Mobile Banking PIN.

How do I disable Face ID for the HSBC HK App?

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

I have Face ID enabled on a device that’s been lost or stolen. What should I do?

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

Where will my facial map be stored?

Your facial map will be stored on your device only. It won’t be stored in the HSBC HK App or in our bank records.

Can I choose to enable Face ID for the HSBC HK App later?

Yes, you can enable it at any time. When you're ready, here's how to enable Face ID for the HSBC HK App:

1. Go to 'Settings' on your device and find 'Face ID and Passcode', then 'Other apps'.
2. Turn on Face ID access for the HSBC HK App.
3. Open the HSBC HK App and log on.
4. Select the menu icon, then 'Manage security'.

What's Fingerprint ID and how do I enable it in the HSBC HK App?

Fingerprint ID is an easy alternative to entering your Mobile Banking PIN on your Android device. You can log on and authorise transactions in the HSBC HK App with just your fingerprint.

There are 2 ways you can enable Fingerprint ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Fingerprint ID when prompted. This would happen when you're setting up the app for the first time.
• If you have the app already set up, log on and select the menu icon, then 'Manage security'.

What devices can I use Fingerprint ID on?

You can use Fingerprint ID on compatible Android devices at this time. You'll need to activate your Mobile Security Key before you can use Fingerprint ID with the HSBC HK App.

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

If you're using an Apple device, please refer to our FAQs on 'Touch ID'.

Why can’t I use Fingerprint ID on my Android devices?

We might not support Fingerprint ID on your Android device yet.

We only support it on devices that meet our security requirements. This way, we can better protect your personal and financial data.

Is Fingerprint ID safe to use with the HSBC HK App?

Once you've activated your Mobile Security Key, only the fingerprints stored on your device can be used to log on to the HSBC HK App.

You can add or remove stored fingerprints in 'Settings' on your device.

To enable or disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

We don't store your fingerprints in the HSBC HK App or in our records.

What happens if I change my Fingerprint ID settings?

If your Fingerprint ID settings have changed, we'll ask you to confirm your fingerprint again when you log on to the HSBC HK App next time. This usually happens when:

• You update the fingerprints stored on your device
• You change or reset your Mobile Banking PIN
  
  

To enable or disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Can I still log on to the HSBC HK App if my fingerprints weren't recognised?

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Fingerprint ID and your Mobile Banking PIN.

Can someone else log on to the HSBC HK App on my device if their fingerprints are stored on my device?

When you enable Fingerprint ID for the HSBC HK App, any fingerprints stored on your device can be used to log on to the app. We recommend that you only enable Fingerprint ID if your fingerprints are the only set stored on your device.

You can add or remove stored fingerprints in 'Settings' on your device.

We don't store your fingerprints in the HSBC HK App or in our records.

How do I disable Fingerprint ID for the HSBC HK App?

To disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

I have Fingerprint ID enabled on a device that’s been lost or stolen. What should I do?

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

How many quick actions can I have on my homepage in the HSBC HK App? How do I customise them?

You can choose to display at least 3 and up to 7 quick actions from the list of options.

To make or edit your quick actions, log on and follow these steps:

1. Stay on the homepage and find the quick actions section.
2. Choose 'Edit', then select the plus or minus icons to add or remove an option.

Can I reorder the quick actions on my 'Home' screen in the HSBC HK App?

Yes, you can reorder them. Simply log on and follow these steps:

1. Find the quick actions section and choose 'Edit'.
2. Add your preferred options to your list of quick actions.
3. Tap and hold the menu icon next to each option, then drag and drop them into your preferred order.

How do I customise the accounts shown on my homepage in the HSBC HK App?

You can choose to display your favourite accounts on the homepage according to your needs. Here's how to do that:

1. On your homepage, find the 'Your products' section, and tap the star icon next to an account to add it to or remove it from your favourites.
2. Under the 'Your products' section, select whether you want to see your favourites only, your HSBC accounts in other locations, or all of your accounts.

I had previously chosen to show only selected accounts on my homepage. Can I still see all my accounts when I want to?

Yes, you can. Simply select 'All' under the 'Your products' section to see all your accounts.

My account information isn't displaying properly. What can I do?

When that happens, you'll see a message that says there's an issue with loading your account or product information.

Please follow the instructions on the screen or try pulling down the page to refresh it.

What is Lite Mode?

Lite Mode is an even more simple version of the HSBC HK App. It has a clean and simple design, and only the basic features. It’s designed to make our banking services more accessible to all.

What can I do in Lite Mode?

Currently, in Lite Mode, you can:

• Check your account balance and transaction history for the past 2 years
• Transfer between your own accounts and pay bills
• See your eStatements and eAdvice
• Place time deposits
• Make a mobile cheque deposit
• Chat with us if you need some help

We're working hard to add more banking services to Lite Mode in the future, so stay tuned.

Is Lite Mode a different app from the HSBC HK App?

No, Lite Mode is in the same app. You can switch to Lite Mode in the HSBC HK App, or switch back to Full Mode, at any time.

What should I do if I need to do things that are not available in Lite Mode?

You can access more products and services if you switch back to Full Mode. Here's how to make the switch:

1. Log on to the HSBC HK App.
2. Go to 'Home', then select 'More products and services'.
3. Choose 'Confirm' to switch to Full Mode.

What‘s the difference between Lite Mode and Full Mode?

Lite Mode is an even more simple version of the HSBC HK App. It has a clean and simple design, and only the basic features.

Full Mode provides a wider range of products and services.

How do I switch to Lite Mode?

To switch to Lite Mode, please follow these steps:

1. Select the menu icon, then profile icon.
2. Find 'Setting and preferences', and select 'General'.
3. Choose 'App mode', then 'Lite Mode' and 'Confirm'.

How do I switch from Lite Mode to Full Mode?

To switch to Full Mode, please follow these steps:

1. Log on to the HSBC HK App.
2. Select 'Profile and settings', then 'Select mode'.
3. Choose 'Full Mode', then 'Confirm' to save your choice.

Why can’t I transfer money to other people’s accounts in Lite Mode?

Right now, you can only transfer money between accounts under your own name and pay your bills in Lite Mode.

We're working hard to add more banking services to Lite Mode in the future, so stay tuned.

I've already set up the HSBC HK App on my device but when I open the app, I see the 'Welcome to HSBC HK' screen again. What should I do?

Please close the HSBC HK App on your device completely. That means you should swipe up from the bottom of your device screen, hold it and then swipe up on the app preview to close it.

If you still see the 'Welcome to HSBC HK' screen when you open the app again, select 'Log on', then 'Yes, log on' to set up the HSBC HK App.

If you need further help, please contact us.

I forgot my Personal Internet Banking password. What should I do?

If you've forgotten your password, you can reset it by selecting 'Forgotten your password?' on the HSBC Online Banking log on page, and try either one of these methods:

Method 1

Enter your account number, ATM PIN, identification document number and a security code (generated by the HSBC HK App or your Security Device) to reset the password.

Method 2

Answer the security question and enter a security code (generated by the HSBC HK App or your Security Device) to reset the password.

If you're unable to use any of these methods, you can

1. Select 'Forgotten your password?' on the Personal Internet Banking log on screen.
2. Expand ‘I’m unable to use any of these methods’, and select ‘Reset security details and call us to complete the reset process’.
3. Enter a new password and select a new security question to answer.
4. You'll then be given a unique reference number, which you will need to call our hotline to complete the process.

How do I set up the HSBC HK App?

When you log on to HSBC HK App for the first time or on a new device, you'll be asked to create a 6-digit 'Mobile Banking PIN' for this device. Please refer to our step-by-step-guide.

For security reasons, you can only activate HSBC HK App on one device. If you'd like to switch your HSBC HK App to another device, please refer to our step-by-step guide.

I've scanned my HKID, passport or Exit-entry Permit (EEP) and taken a selfie to verify my identity when I was setting up the HSBC HK App. Why do I need to wait?

We may ask you to wait after you've scanned your HKID, passport or EEP and taken your selfie. In rare cases, we might need a bit more time to carry out our checks in verifying your identity. But we'll let you know how it went within 24 hours, by SMS and email.

Once we've successfully verified your identity, you should be able to relaunch the HSBC HK App, and log on right away.

I couldn't verify my identity with my HKID, passport or Exit-entry Permit (EEP) when I tried to set up the HSBC HK App. Why?

Please check that:

• You're using a valid HKID,supported passport, or Exit-entry Permit (EEP)
• You've taken clear images of your HKID, passport or EEP
• You've taken a clear selfie

I tried several times setting up the HSBC HK App but couldn't verify my identity with my HKID, passport or Exit-entry Permit (EEP). Why can't I keep trying?

You can only make a number of attempts before you're blocked from trying again with your HKID or passport for 24 hours. It's a safety measure to protect your account. You can try again after 24 hours.

In the meantime:

• If you hold an HKID, you can verify your identity at any HSBC or Hang Seng ATM in Hong Kong with your HSBC ATM card or verify your identity at one of our Hong Kong branches
• If you don't hold an HKID, you can try to verify your identity with your account details. Alternatively, you can verify your identity at one of our Hong Kong branches.

What identity documents can I use to verify my identity when I set up the HSBC HK App?

You can use one of these:

• A valid New Smart HKID card (2018 version)
  - This must match what you provided us when you opened your account
  - You must be aged 11 or above if you're verifying your identity with your HKID
  - This doesn't apply to customers who only hold an HSBC MPF or ORSO Defined Contribution Scheme account
  - Your HKID must show your complete date, month and year of birth
• A valid supported passport
  - As issued by: Australia, Belgium, Canada, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, United Kingdom, United States, Vietnam or Taiwan
  - You must be aged 11 or above if you're verifying your identity with your passport
• Exit-entry Permit (EEP)
  - This must match what you provided us when you opened your account.
  - You must be aged 18 or above if you're verifying your identity with your EEP

My HKID or passport isn't on the list of supported identity verification documents. Can I still set up the HSBC HK App?

Yes, you can still set up through the HSBC HK App.

• If you hold an HKID, you can verify your identity at any HSBC or Hang Seng ATM in Hong Kong with your HSBC ATM card or verify your identity at one of our Hong Kong branches
• If you don't hold an HKID, you can try to verify your identity with your account details. Alternatively, you can verify your identity at one of our Hong Kong branches

Can I use a photocopy or digital copy of my HKID, passport or Exit-entry Permit (EEP) to verify my identity when I set up the HSBC HK App?

No, you have to use your original HKID or passport for this.

I was prompted to enter my full date of birth when I was setting up the HSBC HK App, but my HKID only shows my year of birth. What should I do?

Please enter your actual year of birth. For the date and month, please use 1 January.

How do I switch my HSBC HK App to a new device?

Please refer to our step-by-step-guide. Don’t let go of your old phone till you've set up the HSBC HK App on your new phone using the QR code.

How do I deactivate the Mobile Security Key on my old device?

Please follow the steps on our Mobile Security Key guide.

What's a Mobile Security Key?

It's a digital version of your physical Security Device. It's stored safely in your HSBC HK App.

Just like your Security Device, it gives your accounts and transactions an extra layer of protection. You can use it to generate unique one-time security codes. You can then use those codes to log on to HSBC Online Banking or access more of our banking services.

You can enable Face ID, Touch ID or Fingerprint ID with your Mobile Security Key. That way, you can log on or generate security codes with just a smile or a touch.

Why do I need a Mobile Security Key?

It works with the HSBC HK App on supported operating systems and devices. It’ll also replace your physical Security Device so you don’t need to carry another device. You’ll be able to log on to HSBC Online Banking or access more of our banking services with just your mobile device.

Plus, it offers more security since you can only have a Mobile Security Key on one device at a time. This way, you enjoy a simpler, secure way to bank.

Can I set up the HSBC HK App on more than 1 device?

No, you can only set up the HSBC HK App on one device at a time.

If you'd like to switch your HSBC HK App to another device, please refer to step-by-step guide.

Why must I set up a Mobile Banking PIN?

Your Mobile Banking PIN acts as a password. It prevents anyone else from generating security codes on your device.

You can also use it to log on when you can't use Face ID, Touch ID or Fingerprint ID. For example, when you're wearing a mask or gloves.

What should I do if I forget my Mobile Banking PIN?

You can reset your Mobile Banking PIN if you've forgotten it.

Simply select 'Forgot your PIN?' when you're on the log on screen, then follow the instructions on the screen. You can also refer to our step-by-step-guide.

Can I change my Mobile Banking PIN at any time?

Yes, you can change it at any time in the HSBC HK App. Here's how to do it:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security', and choose 'Change PIN'.

I don't use Mobile Security Key. Will I still be able to log on to HSBC Online Banking and the HSBC HK App?

You will not be able to log on to the HSBC HK App without Mobile Security Key.

You can still log on to HSBC Online Banking using your Personal Internet Banking username and password. However, you'll need to verify your identity and confirm that you trust your browser if you're using it to log on to HSBC Online Banking for the first time. To verify your browser and make it a trusted browser, you'll need to generate a security code from your physical Security Device or complete SMS verification.

How do I log on to HSBC Online Banking with my Mobile Security Key?

You can log on to HSBC Online Banking by following these steps, which will also be on the HSBC Online Banking log on page:

1. Open the HSBC HK App.
2. Select 'Generate security code', then 'Log on'.
3. Enter your Mobile Banking PIN, or use biometric authentication if you've enabled it.
4. Enter the security code when prompted in the field on the HSBC Online Banking log on page.

Can someone else log on to their account with my Mobile Security Key?

No, your Mobile Security Key is linked to your personal device only. Once you activate it on your device, only you can use it to access your own accounts. No one else can log on to their account with the Mobile Security Key on your device.

Can I still log on to the HSBC HK App with my physical Security Device, after I activate my Mobile Security Key?

No, you won't be able to do that. You must activate the Mobile Security Key to use the HSBC HK App. This is done by setting up your Mobile Banking PIN.

Once you've activated this, your physical Security Device will be deactivated.

My device has been lost or stolen. What should I do?

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

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

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

If you've changed your mobile number, you should update your contact details.

You can make the update in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

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

Yes, you can use it as long as you can receive SMSes through that number in the country/region where you are. That's because we'll send the activation code to that number once you've registered it in our records successfully.

I'm visually impaired. Will I be able to use Mobile Security Key?

Yes, you'll be able to use Mobile Security Key. We kept accessibility standards in mind when we designed the HSBC HK App. So even if you're visually impaired, you can activate and use it.

But if you’re not sure which one is right for you, you can use your physical Security Device instead. It's designed for visually impaired customers.

Can I use the Mobile Security Key on someone else's device to log on to my accounts?

No, your Mobile Security Key is linked to your personal device only. So it’s best to activate it on a device that you use regularly.

I share my mobile device with someone else. Why can't we both log on to our accounts in the HSBC HK App on the same device?

You can only link one personal account to one device. You won't be able to log on to a second account on the same device unless you reactivate the HSBC HK App on it. For example, by first removing your personal account from the device.

I've switched my Mobile Security Key over to a device that doesn't have biometric authentication. How can I log on to the HSBC HK App now?

You can use your Mobile Banking PIN to log on on that device instead.

What's the format of a Mobile Banking PIN?

Your Mobile Banking PIN consists of 6 digits. It should be in a unique combination that only you know.

Please remember your Mobile Banking PIN, and update it from time to time so you can protect your bank account. If you keep entering the wrong Mobile Banking PIN, we'll lock your Personal Internet Banking access.

When you set up your Mobile Banking PIN, please avoid using:

• The same number more than once in a row, eg 000
• More than three ascending or descending digits, eg 1234
• Repeating patterns, eg 010101
• Your birthday, anniversaries or any other significant dates
• The same digits as the passcode you use to unlock your mobile device

I use an Android device. When I try to log on to HSBC HK App, a page appears indicating that I've installed the HSBC HK App on a third-party platform and my access to the app has been suspended. What should I do?

We're sorry for the inconvenience. We're adding extra safety measures in the Android version of the HSBC HK App to protect you from installing the HSBC HK App on third-party platforms, such as virtual systems or app cloning tools that could cause a potential security risk.

If we detect risks on your Android device related to the installation of the HSBC HK App on a third-party platform, such as virtual system or app cloning tool, we'll suspend your access to the app on your device temporarily for your protection. You'll see an alert page in your app when you access is suspended.

To restore access and continue using our app as usual, please install the HSBC HK App on your device directly.

For the detailed guideline on how to install the HSBC HK App on your device directly, please visit HSBC Website. (Banking > Cyber security and fraud hub).

Why will installing HSBC HK App on a third-party platform put my device at risk?

Installing the HSBC HK App on third-party platforms may expose you to security risks such as unauthorised access or compromise your critical account information, like your mobile banking log on credentials.

We're adding extra safety measures in the Android version of the HSBC HK App to better protect you from potential malware-related fraud.

I use an Android device. When I try to log on to HSBC HK App, a page appears indicating that developer and/ or debugging options are enabled on my device and my access to the app has been suspended. What should I do?

We apologise for the inconvenience caused. We're introducing extra safety measures to Android version of the HSBC HK App to protect you from developer and/ or debugging options that could cause a potential security risk.

If we detect potential risks on your Android device based on the enablement of developer and/ or debugging options, we'll suspend your access to the HSBC HK App on your device temporarily for your protection.

If you see the alert page in HSBC HK App, it means your access has been suspended.

To restore access and continue using our app as usual, you may turn off developer and debugging options.

The process of changing developer and debugging options may vary, depending on the device manufacturers and the operating systems.

Alternatively, you may use the search function within 'Settings' to look for 'Developer Options' and find the relevant section.

For the detailed guideline on how to turn off developer and debugging options, please visit HSBC Website. (Banking > Cyber security and fraud hub).

I've already turned off developer and debugging options but I'm still seeing the alert page that says they're enabled on my device. What should I do?

Please close the HSBC HK App and relaunch it. You'll be able to restore access and continue using our app as usual if you've turned off the developer and debugging options.

Why will enabling the developer and debugging options put my device at risk?

Enabling developer and/ or debugging options requires granting extensive permissions. This may allow unauthorised access or modification of system settings.

In the wrong hands, this could be exploited to record confidential data, like your mobile banking log on credentials, leading to the potential compromise of your critical account information.

We're introducing additional measures in the Android version of the HSBC HK App to further protect you from potential malware-related fraud.

I use an Android device. When I try to log on to the HSBC HK App, a message is shown 'Your device is at risk' and my access to the app has been suspended. What should I do?

We apologise for the inconvenience caused. We are introducing extra safety measure to the Android version of the HSBC HK App to further strengthen our efforts to protect you from potential fraud which is resulting from malware that can take over your Android device.

If we detect potential risks on your Android device based on the following two criteria, your access to the HSBC HK App might be suspended for your protection.

• Installed apps from sources other than your phone’s official app stores and;
• Granted certain permissions for these apps, such as screen sharing or full control of your device via accessibility.

To restore access and continue to use our app as usual, you must turn off the accessibility permission for the listed apps (Go to device settings > Accessibility) or simply uninstall them.

The process of changing the accessibility settings may vary, depending on the device manufacturers and the operating systems.

Alternatively, you may use the search function within 'Settings', key in 'Accessibility' and carry out the search and it should direct you to the relevant section.

For the detailed guideline on how to turn off the accessibility settings, please visit the HSBC Website. (Banking > Cyber security and fraud hub).

Why will the listed apps with accessibility permission turned on put my device at risk?

We understand that accessibility services might be useful to some of our customers as it can enhance the user interface. However, it will also require granting extensive permissions to apps (for example, the ability to read the text on the screen or the ability to record characters typed using the keyboard).

In the wrong hands, this could be exploited to record confidential data (like your mobile banking log on credentials) leading to the potential compromise of your critical account information.

Which app stores are regarded as official app stores?

The official app stores include Google Play Store, Samsung Galaxy Store, Xiaomi Mi GetApps, Huawei AppGallery, Amazon Appstore, OPPO App Market, VIVO App Store, MeiZu App Store, OnePlus App Gallery, HONOR App Gallery.

I'm an Android device user, how can I protect myself from malware?

To avoid malicious software attacks, please be cautious and refrain from clicking on any suspicious links or downloading apps from untrusted or unverified channels.

Never grant full control of your device to any third party or share your screen unless you’re absolutely certain of the source’s trustworthiness. These links or apps may contain malware that can be harmful.

We strongly suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall all unnecessary apps. We encourage you to download apps from official app stores only.

Should I delete these untrusted apps?

To better protect you, we suggest that you turn off unnecessary accessibility permissions from your device settings and/or uninstall unnecessary apps. We encourage you to download apps from official app stores only.

I have already turned off the accessibility permission for those potentially affected apps, why am I still seeing the alert page 'Your device is at risk'? What should I do?

Please close the HSBC HK App and relaunch it. You will be able to restore access and continue using our app as usual if the listed apps' accessibility permissions have been turned off and/or if the listed apps have been uninstalled.

Why is my app labelled as a potentially affected app when it is available through some website?

We detected that there are apps on your device that are from sources other than the major phone manufacturers’ app stores (e.g. some websites).

Whilst we are introducing extra safety measure to further strengthen our efforts to protect Android device users from potential fraud incidents resulting from malware, we encourage you to download apps from official app stores only.

We would also suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall the apps if not needed, to prevent malware from harming your phone.

Is the new measure only to protect Android device users from potential fraud incidents resulting from malware?

Yes. As one of the major banks in Hong Kong, HSBC is committed to protect our customers from potential frauds. The new safety measure to the Android version of the HSBC HK App is to further strengthen our efforts to protect you from malware that can take over your Android device, leading to potential fraud.

Can I exit the HSBC HK App just by closing the app or switching off my device?

We recommend that you log off before you close the HSBC HK App. To do this, select the menu icon in the top right corner, then select 'Log off' at the bottom of the screen.

I received SMS and email or came across a page / message notifying me about suspicious activities detected on my account. What should I do?​

To protect you and your account, we'll ask you to verify your identity before you can make high risk transactions through the HSBC HK App or HSBC Online Banking.

There are a few ways you can verify your identity so you can restore full access to our digital banking services.

• Go to an HSBC or Hang Seng ATM in Hong Kong. Insert your ATM card and enter your ATM PIN. Select 'Other services', then 'Verify identity for full digital banking access', and 'Confirm'.
• Call us for help on (852) 8204 6317.
• Visit us at your nearest HSBC branch for help.

Why can't I access the HSBC HK App when I have a blue light filter app on my device?

You won't be able to access the HSBC HK App if you've installed and enabled a blue light filter app on your device. That's because such apps interfere with the security measures that are designed to protect your banking information.

To restore your access to the HSBC HK App, please disable the blue light filter app on your device.

I can't access the HSBC HK App on my jailbroken / rooted device. What should I do?

You won't be able to use the HSBC HK App on a jailbroken / rooted device. That's because it's less secure against fraudulent transactions.

You'll need to use a different device instead. If you've activated your Mobile Security Key on the jailbroken / rooted device, you can remove it from that device in HSBC Online Banking. See how to do that in our step-by-step guide.

Once you've activated your Mobile Security Key and verified your identity on a new device, you should have full access to our online and mobile banking services again.

If you need help, please call us on (852) 2233 3000.

What are some other tips I should know so I can keep my online and mobile banking secure?

• 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 other people. Log on with your own devices only.
• Don't leave your devices unattended after you've logged on. Always log off properly when you're done.
• Wipe the data on your old devices before you donate, resell or recycle them.
• Review your transaction history in online banking if you lose a device. Report the loss and any suspicious transactions to us by calling us on 2233 3000. You should also enable access to wipe your device remotely.
• Put an automatic lock on your device so it'll ask for a password or passcode to unlock it. This prevents unauthorised access to the device.
• Use Wi-Fi networks or service providers that you trust only. And if you can, enable security protection such as Wi-Fi Protected Access (WPA).
• Disable Bluetooth when you're not using it, or set your device so that it's not discoverable.
• Use the original default browser on your device instead of browsers that are downloaded from other sources.
• Don't log on with a jailbroken / rooted device as it may have security loopholes.
• Don't install apps or keyboards from sources that you don't trust on your device. Make sure you understand the permissions that you'll be giving it before you install the app.
• Install updates and patches for your device as soon as you can. That includes any app and operating system upgrades / updates. If you can, enable data encryption on your device.
• Always enter the URL www.hsbc.com.hk into your browser directly. Always use the HSBC HK App that you downloaded from the official app store on your device. This helps you avoid fraudulent websites and apps.
• Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this is shown as a lock icon next to our bank's name at the top of the page.
  Note: This may be hidden on some screens. It may only show up when you're scrolling down the page.
• Don't use a blue light filter app when you're using the HSBC HK App. Such apps may interfere with the security measures that are designed to protect your banking information.
• Don't mirror or share your screen so that other people can see it too.

What can I do with the activity log?

The activity log makes it easier to identify suspicious activities earlier. You should review it from time to time for any unusual transactions on your accounts.

Here's how to get to your activity log in the HSBC HK App:

1. Select the menu icon, then the profile icon.
2. Choose 'Activity log'.

What activities are logged in activity log?

To help you monitor your account, we log your high risk transactions and log on activities completed on HSBC HK App, HSBC Online Banking, HSBC Reward+ and HSBC Easy Invest. These types of activities are usually associated with a high risk exposure. Examples include, but are not limited to:

• Logging on to HSBC HK App, HSBC Online Banking, HSBC Reward+ and HSBC Easy Invest
• Setting up the HSBC HK App on a new device
• Resetting username, password or mobile banking PIN
• Enabling biometric authentication
• Updating contact details
• Transfers to non-registered payees
• Adding a new payee
• Updating payment and transfer limits
• Bill payments
• Blocking and unblocking credit card
• Blocking and unblocking debit card
• Activating physical credit card
• Activating physical debit card
• Adding credit card to mobile wallet (ie Apple Pay and Google Pay)
• Adding debit card to mobile wallet (ie Apple Pay and Google Pay)
• Requesting to increase credit card credit limit
• Updating credit card control and spending limit
• Updating debit card control and spending limits
• Setting up overseas ATM withdrawal limit

How can I view the details of different types of activities and settings shown on activity log via HSBC Online and Mobile Banking or other channels?

 View your devices set up for HSBC HK App or view your biometric setting

HSBC HK App > Menu icon > Profile icon > Security > Mange Security

View your contact details

HSBC HK App > Menu icon > Profile icon > Contact details

View your transfers to non-registered payees; bill payments and mobile cash withdrawals

HSBC HK App > Select concerned transfer / payment / mobile cash withdrawal 'From' account

View your payment and transfer limits

HSBC HK App > 'Pay' > Set limits

View your payees

HSBC HK App > 'Pay' > All Payees

View your autoPay instructions

HSBC HK App > 'Pay' > autoPay

View your Top up HSBC accounts via eDDA set up instructions

HSBC HK App > Menu icon > Profile icon > Pay and transfer > Set up and manage instructions under 'Top up HSBC accounts via eDDA'

View your credit card credit limit

HSBC HK App > Select the concerned credit card account

View your credit card control and spending limit

HSBC HK App > Select the concerned credit card account > More > Card control and spending limits

View the block/unblock status of your credit cards

HSBC HK App > Select the concerned credit card account

View your credit or debit cards added to mobile wallets (ie Apple Pay and Google Pay)

Go to your device's mobile wallet and check if the cards have been added

View your debit card control and spending limit

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards > Card control and spending limits 

View the block/unblock status of your debit cards

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards

View your Local ATM daily withdrawal limit from debit cards

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards > Set daily cash withdrawal limit > Set local limit

View your overseas ATM withdrawal limit

HSBC HK App > Menu icon > Profile icon > Pay and transfer > Transfer and withdrawal limits > Overseas ATM withdrawal limit

How can I apply for credit card limit increase via HSBC HK App?

Simply log on to the HSBC HK App and follow these steps to increase the credit limit for your card. 

1. Select the credit card you want to increase the credit limit for.
2. Tap on 'View more', and then on ‘Increase credit limit’. Or if you're using our newly designed app, choose 'More', and 'Credit limit increase'.
3. Enter your preferred credit limit and declare your relationship with HSBC.
4. Review the information, accept the credit card terms and key facts statement, then tap on 'Confirm'.

Please note the credit limit increase is subject to bank checks and approvals. If need be, we'll request you to upload your income proof. It'll take up to 4 working days process your application.

Can I have a separate limit for my supplementary cardholder? 

No, the credit limit will be shared between the primary and supplementary cardholder(s), if any.

Can I state my preferred credit limit when I apply for a credit limit increase?

Yes, you may state your preferred credit limit in your application. This will be subject to Bank's review and approval. Alternatively, you may accept the pre-approved credit limit to be assigned by the Bank (if applicable).

How long do I need to wait for my credit limit to be reviewed?

Your application is likely to be instantly approved during system hours, from 9:00am to 8:00pm (Monday to Friday), and 9:00am to 5:00pm on Saturday. 

Sometimes, it may take around 4 working days to process your application after you've submitted the required documents. In the event of high volume, it may take longer to complete the review.

Why was my credit limit increase application unsuccessful?

Your application may have been declined. You may consider transferring your credit limit from another HSBC credit card, if necessary.

How do I request for a temporary credit limit increase? 

For a temporary credit limit increase, please log on to online banking or request it by calling our customer service hotline:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

Other customers: (852) 2233 3000

Can I cancel my application after it has been submitted? 

You can't cancel your application once you’ve submitted it. We'll notify you of the outcome via email and push notification or SMS. You can also ask us to review and change your credit limit at any time via online banking or customer service hotline.

Can I submit applications for credit limit transfer and credit limit increase both via HSBC HK App at the same time? 

You can submit both credit limit transfer and credit limit increase applications through the HSBC HK App. We suggest you to apply for the credit limit transfer first if you've unused limit under other cards, with instant approval. If you still need additional limit after this, you may also apply for credit limit increase.

I'd applied for credit limit increase via HSBC HK App and was asked to wait at least 4 days for the bank’s further review. But I need to increase my credit limit urgently. Can I apply for a credit limit transfer through the app now? 

Once the credit limit increase application is submitted and in review, you can't apply for a credit limit transfer through the app. Please call our customer service hotline for immediate assistance:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

Other personal banking customers: (852) 2233 3000

How do I activate my credit card via the HSBC HK App?

To activate your credit card in the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to your account list and select the credit card.
3. Choose 'Activate card' and follow the instructions on the screen to complete the process.
   

We may ask you to enter the expiry date of the credit card to finish activating your card. 

Can I activate my credit card in the HSBC HK App? 

Yes, you can do so as long as it's an HSBC personal credit card.

Can I activate more than one credit card at a time in the HSBC HK App?

No, you can only activate each one at a time in the HSBC HK App.

Why can't I see my newly activated credit card in HSBC Online Banking or the HSBC HK App? 

Please allow up to 2 working days for it to show up after you've successfully activated it.

How do I manage my credit cards in the HSBC HK App?

To manage your credit cards in the HSBC HK App, simply follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Cards' and select the card you want to manage.

How do I block my credit card temporarily? 

If you've misplaced your credit card, you can put a temporary block on it while you look for it. Here's how to do that:

1. Log on to the HSBC HK App.
2. Go to 'Cards', swipe to the card you want to block, then 'Block card'.

How long can I temporarily block my credit card for? 

You can block it for up to 60 days. You can also unblock it at any time within those 60 days.

If you don't unblock it within 60 days, it'll automatically be reported as lost.

What happens when I temporarily block my credit card? 

All transactions on that credit card will be blocked. That includes any mobile or ATM transactions.

What transactions can I still make after I block my credit card?

You can still make transactions that don't need authorisation or reauthorisation. These include:

• Your existing Direct Debit Authorisations (DDAs), such as the Octopus Automatic Add-Value Service
• Your recurring automatic payments and instalments, such as for goods bought in a retail store or for subscriptions
• Any contactless payments that are less than HKD1,000
  

Please note that you'll still be responsible for these transactions.

How do I unblock my credit card? 

You can unblock your credit card in the HSBC HK App. Here's how to do that:

1. Log on to the HSBC HK App.
2. Go to 'Cards', swipe to the card you want to unblock, then 'Unblock card'.

How do I select a payment amount for my credit card?

You can choose to:

• Pay current amount due – this will be the outstanding amount that's due on your next payment due date
• Pay total minimum amount – this will be the minimum amount that you have to pay on your next payment due date
• Pay another amount – this can be any other amount that you want to pay

To make a payment towards your credit card bill, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Cards', select the credit card you want to pay, then 'Make a payment'.
3. Choose one of the three payment options. Check the payment details. If you chose 'Pay current amount due' or 'Pay total minimum payment amount', we'll fill in the amount automatically. But if you chose 'Pay another amount', you'll need to enter an amount yourself.
4. Select 'Continue', review the details, then choose 'Confirm' to complete the payment.

What's a pending transaction?

It's an approved transaction which we'll deduct 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 to settle it.

It can also be a temporary hold on funds in your credit card account. Some merchants use it to check that you have enough credit limit for things such as hotel or car rental deposits. Pending transactions won’t affect your account balance, though they’ll eventually be deducted from your available credit limit. And you don’t need to settle them until they’ve been posted.

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

Yes, you can see the pending transactions on all your HSBC personal credit cards.

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

I see small amounts in my pending transactions, such as $1 or $0.10. What are they? 

Some merchants use these transactions to confirm that your credit card is valid. But they won't actually post the charge.

The amount may be held for some time, but it won't appear as a charge on your credit card statement.

How long will it take for a pending transaction to show up in my transaction history?

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

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

It will remain as 'pending' until the merchant sends the transaction to us and we fully process it. The time it'll take varies from merchant to merchant.

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

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

Can I change my credit card transaction notification preferences?

Yes, you can choose whether you want to receive them by email or SMS for transactions of up to HKD500.

To do this, log on to the HSBC HK App and follow these steps:

1. Select the menu icon, then the profile icon.
2. Choose 'Communication preferences', then 'Credit card transaction notifications' to set it your way.

My credit card has been lost or stolen. How do I report the loss and get it replaced in the HSBC HK App?

Please report lost or stolen credit cards as soon as you can. This will help prevent fraudsters from using them.

If the card was lost or stolen within the last 30 days, you can let us know about the loss and ask for a replacement via the HSBC HK App. To do so, please follow these steps:

1. Log on to the HSBC HK App, and go to 'Cards'.
2. Swipe to the card you want to report, and choose 'More'.
3. Select 'Report and replace lost card'.

You can also report the loss in HSBC Online Banking. For more details, you might like to check out our 'Lost or stolen cards' page.

If the card was lost or stolen more than 30 days ago, please call our Customer Service Hotline for assistance.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

How long will it take to process my lost or stolen credit card? How long will it take to get a replacement?

If you report the loss and ask for a replacement in the HSBC HK App, we'll process your request right away. We'll also block your credit card right away so it's no longer valid. We'll then send you confirmation of this by email or post.

We'll issue you a replacement credit card that has a new number within 5 working days. We'll send it to your registered correspondence address.

Can I dispute a pending transaction?

Please wait until the transaction has been processed and posted before you dispute it. Pending transactions are subject to change until then.

But if it's a transaction made on a lost or stolen credit card, please report it to us right away. You can do this in the HSBC HK App or in HSBC Online Banking. For more details, you might like to check out our 'Lost or stolen cards' page.

Can I report my other lost or stolen HSBC cards, such as my debit cards, via the HSBC HK App?

Please report the loss of your other HSBC cards, such as debit cards, to us in HSBC Online Banking or by calling us on the right hotline for you.

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

Will a pending transaction affect my account balance and credit limit?

Pending transactions are deducted from your available credit limit right away. But it won't affect your account balance until the merchant sends it to us and we process it fully.

Why aren't contactless payments shown as pending transactions?

They're not shown as pending transactions right away. That's because their authorisation process is a bit different from other credit card transactions.

I can see my pending transactions in the HSBC HK App and Reward+ app, but not in HSBC Online Banking. Why? 

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

Will I be notified when a pending transaction has been settled?

No, you won't be notified when that happens. It'll become a posted transaction, with a posting date and final transaction amount, once we've received the settlement request from the merchant.

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

Yes, it's still pending approval. Instalments will be shown as pending transactions while we process your application. In the meantime, the instalment amount will be deducted from your available credit limit.

Once the merchant has processed your transaction fully, it'll be moved to an instalment plan.

Some of my pending transactions don't show a merchant name. Why?

That's because some merchants don't provide a name.

What happens if a pending transaction is cancelled or returned before it's been settled?

It'll be removed from your credit card account. Your credit limit will also be released accordingly.

Can I apply for a Spending Instalment Plan?

You can apply for it if you have an eligible card balance of at least HKD1,000.

Please note:

• If you're a primary cardholder, you can apply for this under your primary or supplementary cards. You can do this in the HSBC HK App.
• If you're a supplementary cardholder, you can apply for this under your supplementary card only. To do this, please call us on (852) 2233 3052.

Why can't I apply for a Spending Instalment Plan in the HSBC HK App? 

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

• The card or card account you're applying with is not eligible, such as:
  - 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 an HSBC Pulse UnionPay Currency Diamond Card 
  
• You don't have an eligible card balance of at least HKD1,000
• You're the supplementary cardholder, not the primary cardholder
  

If you're a supplementary cardholder, you can apply for this under your supplementary card only. To do this, please call us on (852) 2233 3052.

What transactions are eligible for a Spending Instalment Plan? When do I need to apply by?

It can only be used on posted transactions that have been billed on your current statement, and on posted unbilled transactions made with an eligible credit card.

You can submit your application in the HSBC HK App or Reward+ app. You must do so at least 1 working day before the transaction's payment due date.

Ineligible transactions include, but are not limited to:

• Unposted, cancelled or refunded transactions
• Cash advances
• Instalment plans
• Octopus AAVS (Octopus Automatic Add-Value Service)
• Withdrawals made under a Cash Instalment Plan or Cash Credit Plan
• Gambling transactions
• Purchases or reloads of stored value cards and e-Wallets
• Transactions made at non-financial institutions (including purchases of foreign currency, money orders and traveller's cheques)
• Transactions at financial institutions (including purchases of merchandise and services from banks)
• Wire transfers
• All fees and charges

How do I apply for a Spending Instalment Plan in the HSBC HK App?

To apply for a Spending Instalment Plan, log on to the HSBC HK App and follow these steps:

1. Select one of your HKD personal credit cards after logging on.
2. Choose 'Spending Instalment Plan'.
   

Alternatively, you can:

1. Go to 'Products' after log on
2. Select 'Cards & Instalments', then 'Instalment plan

How do I turn off online transactions on my HSBC credit card?

You can turn off online transactions on your HSBC credit card in the HSBC HK App. To do this, log on to the HSBC HK App and follow these steps:

1. Go to your account list and select the credit card you want.
2. Select 'More', then find 'More actions'.
3. Choose 'Card control and spending limit', then switch 'Online transactions' off.

How do I set a monthly online spending limit on my HSBC credit card?

To set a monthly online spending limit on your HSBC credit card, log on to the HSBC HK App and follow these steps:

1. Go to your account list and select the credit card you want to set a limit on.
2. Select 'More', then find 'More actions'.
3. Choose ‘Card control and spending limit’
4. Check that the card is activated for online transactions, then select 'Monthly online spending limit'.
5. Use the 'Monthly online spending limit' toggle to switch on the limit.
6. Enter the limit you want to set, then select 'Set limit'.
7. Follow the instructions on the screen to authenticate your instructions to set the limit.

How do I turn off online transactions on my HSBC debit card?

You can turn off online transactions for your primary debit card. Once you've done it, you won't be able to use it to make online transactions. Here's how to do that:

1. Log on to the HSBC HK App and select the primary debit card account you want to turn off online transactions for.
2. Choose 'Manage debit cards', then 'Card control and spending limit'.
3. Use the 'Online transactions' toggle to switch off this function on your debit card.

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to your account list and select the integrated account that's linked to the debit card.
2. Select 'Manage debit card', choose 'More', then find 'More actions'.
3. Choose 'Card control and spending limit'.

How do I set a monthly online spending limit on my debit card? 

You can set a monthly online spending limit on your primary debit card. To do so, log on to the HSBC HK App and follow these steps:

1. Go to your account list and select the integrated account that's linked to the debit card.
2. Select 'Manage debit card' and choose ‘Card control and spending limit’
3. Enter the amount you want to set as the limit.
4. Follow the instructions on the screen to authenticate the change, and you’re done.

Who can see my 'Transaction details' page? 

You can see your own 'Transaction details' page if you hold an HSBC personal credit card.

Will my 'Transaction details' page show transactions across all my credit cards?

Yes, as long as it's an HSBC personal credit card. It's available for all card schemes, including Visa, Mastercard, and UnionPay.

Will I be charged for the information on my 'Transaction details' page?

No, we provide this information to you for free.

What information can I see on my 'Transaction details' page?

You'll be able to see:

• Your transaction details, such as instalment and foreign currency information
• Any additional merchant details, such as the URL and merchant type

Where can I see the details of a credit card transaction in the HSBC HK App?

To see the details of a credit card transaction, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Cards', select the card you used to make the transaction.
3. Choose the transaction to see its details.

Why can't I see any additional merchant details for some of my transactions?

These details are subject to the information that merchants and card schemes disclose.

Transactions where these details won't be available include, but are not limited to:

• Bank fees and charges
• Bank maintenance fees (such as card repayments, marketing rebate, and balance adjustments)
• Octopus AAVS (Octopus Automatic Add-Value Service) transactions
• Interest-free Merchant Instalment Plans
• Bill payments
• Credit card statement balance or purchases that have been paid for with RewardCash
• Credit card payments made for redemptions in the HSBC Reward+ eShop or for e-Coupons
• Payment returns
• Cash Credit Plan transactions
• Reposted transactions

What should I do if I spot some incorrect merchant information? 

Please let us know so we can follow up on it. To raise the issue with us, log on to the HSBC HK App and contact us through the 'Chat with us' chat bar in the app.

What should I do if I don't remember using my credit card at a certain location?

You can raise the issue with us to get more information on it. Simply log on to the HSBC HK App and contact us via the 'Chat with us' chat bar in the app.

If you don't recognise the transaction, please raise a dispute right away. For the full details on how to do this, please visit our 'Transaction dispute' page.

How do I raise a credit card transaction dispute via the HSBC HK App? 

You can raise a dispute on a credit card transaction in the HSBC HK App by following these steps:

1. Log on to the HSBC HK App.
2. Select the credit card, then the transaction to see its details.
3. Choose 'Have a query on this transaction?' if you don't recognise it or you want to ask about it.
4. Select 'I don't recognise this transaction', then 'Continue'.
5. Answer a few questions to tell us why you're raising the dispute.
6. Select 'Continue' and review your transaction dispute submission.
7. Choose 'Submit dispute' to cancel the card right away and raise the dispute.
   
   

You can ask for a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card' while you're on the dispute confirmation screen.
2. Review the summary of details, then read and accept the important information.
3. Select 'Confirm' to order your replacement card.

How do I raise a debit card transaction dispute via the HSBC HK App? 

To raise a dispute on a debit card transaction in the HSBC HK App, log on and follow these steps:

1. Select the integrated account that's linked to the debit card.
2. Choose the current or savings account that's under the integrated account.
3. Select 'Manage debit card', then select 'Dispute debit card transaction'.
4. Choose a debit card to see its transactions.
5. Select the transaction that you want to raise a dispute for.
6. Choose 'I or my supplementary cardholder don't recognise this transaction'.
7. Read the notes about raising a dispute, then select 'Continue'.
8. Answer a few questions to tell us what happened and why you want to raise the dispute.
9. Select 'Continue' and review your transaction dispute request.
10. Choose 'Submit dispute' to cancel the card right away and raise your dispute.

You can order a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card' while you're on the dispute confirmation screen.
2. Review the summary of the replacement details, then select 'Accept' to acknowledge the important information.
3. Select 'Confirm' to order your replacement card.

What kinds of credit card transactions can I dispute via the HSBC HK App?

You can raise a dispute for any credit card transaction in the HSBC HK App except (but not limited to):

• Octopus Automatic Add Value Service (AAVS) auto-reloads
• Payments, bank fees and charges, credit card refunds
• Instalment transactions such as for a Merchant Instalment Plan, Spending Instalment Plan, Cash Instalment Plan, and Cash Credit Plan
  

If a transaction can be disputed in the HSBC HK App, there will be a 'Have a query on this transaction?' button next to it.

What kinds of debit card transactions can I dispute in the HSBC HK App? 

You can see and dispute eligible transactions that were made within the last 60 days, in the HSBC HK App.

You can't dispute transactions like bank fees, purchase returns and cash rebates.

If you need to dispute a transaction that isn't shown in the app, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

Will I still be able to use my card once I've raised a transaction dispute on it? 

No, because we'll deem your card as lost once you raise the dispute and we'll cancel the card immediately.

You can ask for a replacement card after you raise the dispute. If you need help, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

I've just raised a transaction dispute in the HSBC HK App. How do I order a replacement card? 

You can ask for a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card'.
2. Review the details, then read and accept the important information.
3. Select 'Confirm' to order your replacement card.

How can I track the progress of my transaction dispute? 

You can get in touch with us to follow up on your transaction dispute. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

I submitted a transaction dispute that was wrong, and I don't want to dispute it anymore. What should I do? 

If you don't want to go ahead with a transaction dispute anymore, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

I tried to raise a transaction dispute in the HSBC HK App but I was told to contact the bank. Why?

You'll be asked to contact the bank if:

• There are several unrecognised transactions
• You selected an unrecognised transaction on a credit card that has already been reported as lost or stolen
• There are other issues

How long will it take to investigate the dispute? Will I be notified of any updates?

Generally, we'll make a temporary refund of the dispute amount to you within 7 working days of receiving your request. That's unless we need a longer time to process it.

We'll let you know once we've processed the temporary refund. It'll usually take 6 to 8 weeks to investigate the dispute with the merchant. If we need to, we'll contact you to follow up.

I didn't order a replacement card right after I raised a dispute. Can I still order it in the HSBC HK App?

No, please contact us to order a replacement instead. Please call the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

What's a credit card limit transfer?

It lets you transfer your credit limit from one or more eligible credit cards to another eligible credit card that's under your name. It's easy and you won't need any supporting documents to do it. The new credit limit will be effective right away. You can make this request at any time, and do it again whenever you need it.

Please note that this service applies to HKD primary credit cards only.

You should consider your recurring payments and your upcoming needs so you can avoid going over the limit on any of your cards.

How do I get to 'credit card limit transfer' in the HSBC HK App? 

To get to 'credit card limit transfer' in the HSBC HK App, please log on and follow these steps:

1. Select a credit card from your account list.
2. Choose 'More', then 'Credit card limit transfer'.

I've already submitted a credit limit change request. Can I still make another request? 

You can't make another request with the card that you've already submitted a credit limit change request for. That's the case no matter if it's a credit limit increase or decrease. But you can still make a request with other eligible cards.

You can still submit your request if we initiated the credit limit increase or decrease for you. But once you've successfully submitted your request, we'll cancel the credit limit increase or decrease that we had initiated.

Will I be charged for making a credit card limit transfer request?

No, you won't be charged any service fees for making a credit card limit request.

Where can I find the details of my credit card limit transfer request?

Once you submit the request successfully, we'll send you confirmation by SMS and email. You can check the email for the full details. The details will include your original limit, the transferred credit limit, and your new limit.

Are my cards eligible for a credit card limit transfer? 

Your card is eligible if it's:

• A valid HSBC primary credit card
• In good standing per our records
  

You’ll only see the eligible credit cards when you go to apply for a credit card limit transfer in the HSBC HK App.

What’s the online transaction authentication service?

It lets you review and approve your online payments safely and conveniently. Simply log on to the HSBC HK App to approve or reject them. 

Why do I need to authenticate an online transaction with a verification code or in the HSBC HK App?

When you make an online transaction with your HSBC card, you may be asked to authenticate it. This is because some merchants use 3D Secure to enhance security for online purchases. You can do it with a verification code or in the HSBC HK App.

If you’ve already set up your HSBC HK App and verified your identity, you can authenticate the purchase in the HSBC HK App. We’ll send you an authentication request so you can do so with your 6-digit Mobile Banking PIN. Or you can do it with your biometric authentication on supported devices.

Otherwise, we’ll send a verification code to your registered mobile number by SMS. Simply enter the code on the merchant’s payment page to authenticate the purchase.

Will I need to use a verification code for or authenticate all my online transactions in the HSBC HK App? 

No, you’ll only need to do this when you make online transactions with merchants that support 3D Secure.

Do verification codes and authentication requests sent to the HSBC HK App expire? 

Yes, they’ll expire.

Verification codes

A verification code will expire 100 seconds after it’s been issued.

If it expires before you can use it, go to the transaction page and select ‘Resend code’. You’ll receive a new code, sent to your registered mobile number. You can then use it to try again.

Please note that verification codes can only be resent twice for each transaction. If you ask for a code to be resent twice in a row but you don’t enter the correct code, you won’t be able to complete the transaction. Instead, you’ll be directed back to the merchant and you’ll need to restart the transaction again.

Authentication requests

An authentication request will expire 3 minutes after it's been issued.

If it expires, you'll need to go back to the merchant and try again.

How do I authenticate an online transaction via the HSBC HK App?

You may be asked to authenticate an online transaction if the merchant uses 3D Secure. Once you've entered your card details on the merchant's website or app, we'll send you a push notification that asks you to authenticate the transaction. Here's what you should do next:

1. Check that the transaction details match your order.
2. Tap the notification and log on to the HSBC HK App to review the details.
3. Select 'Approve' if you're happy to proceed. But if you don't recognise the transaction or the payment details don't match your order, choose 'Reject' instead. You can go to 'Didn't recognise transaction?' to block your card temporarily, and go to 'Chat with us' to report suspicious transactions.
4. Once you've approved it in the HSBC HK App, go back to the merchant's website or app, and follow the instructions on the screen to complete the payment.

I was already logged on to the HSBC HK App when I made an online transaction with a merchant. When I went back to the HSBC HK App, I couldn't find any authentication requests. How do I approve the transaction? 

If you've received a push notification for the transaction, tap it and follow the instructions to approve the transaction.

If you haven't received one, please log off, then log on again to approve the transaction.

Please note that you have 3 minutes to approve it.

I want to receive alerts for online transactions that I need to authenticate via the HSBC HK App. How do I turn them on? 

If you already have push notifications turned on for the HSBC HK App, then you're all set to receive these alerts.

Otherwise, please follow these steps to turn on push notifications for the HSBC HK App:

1. Select the menu icon, then the profile icon.
2. Find 'Settings and preferences', then select 'Communication preferences'.
3. Use the toggle to switch on push notifications for 'Transactions & Services'

I tapped the push notification. So why can’t I proceed with the transaction authentication?

Your transaction may have timed out. Please try again with the merchant, then tap the push notification and approve the transaction on the HSBC HK App. Please note that you have 3 minutes to approve it. 

What happens if I make more than one transaction but only tap one of the push notifications? 

You'll see a 'Next transaction' button so you can move on to the next valid transaction.

I want to authenticate my online transactions by SMS OTP instead of in the HSBC HK App. How can I do that? 

If you prefer to authenticate your online transactions by SMS OTP instead, please call us to set it up.

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

When I shopped online with this merchant last time, I authenticated my transactions in the HSBC HK App. Why do I have to do it by verification code this time? 

The service may be temporarily unavailable. This might happen when we're maintaining and updating our banking services. So we'll send you a verification code instead. This way, you can keep shopping online with your card while we work in the background to improve our services.

How can I apply for a Cash Instalment Plan with a higher limit?

If you have more than 1 HSBC credit card that's eligible for a credit limit transfer, you can transfer the unused limit from one card to the other. You should do this before you apply for a Cash Instalment Plan.

Next, log on to the HSBC HK App and follow these steps to apply for a Cash Instalment Plan:

1. Select the credit card you want to apply for a Cash Instalment Plan with.
2. Select 'More', and 'Cash Instalment Plan'.
3. Look for the 'Get more cash' prompt when you're in the onboarding or application stage, then select 'Transfer'. This will direct you to the Credit Limit Transfer application process.
4. Complete the 'Transfer credit limit' process, then select 'Return to Cash Instalment Plan'.
5. Check that the 'Amount available for a Cash Instalment Plan' has been updated to reflect your credit limit transfer.
6. Complete the rest of the steps on the screen to submit your Cash Instalment Plan application.

Can I use a credit limit transfer with a Cash Instalment Plan? 

You can do this if you hold at least 2 valid HSBC primary credit cards, issued in Hong Kong. One card must meet the requirements for a Cash Instalment Plan, while the other must meet the requirements for a credit limit transfer.

Can I transfer my credit limit to my Cash Instalment Plan?

Yes, you can do this before or while you're applying for your Cash Instalment Plan.

You can also transfer your credit limit after completing your Cash Instalment Plan application. This way, you can enjoy some extra credit limit on one of your cards.

Can I transfer my credit limit to a Cash Instalment Plan before applying for it? 

Once approved, your credit limit transfer will be effective right away. The amount available for a Cash Instalment Plan will be adjusted accordingly when you go to apply for it.

Can I apply for a Cash Instalment Plan? 

You can apply for a Cash Instalment Plan if you meet both of these requirements:

• You have at least HKD2,000 in available credit limit.
• You hold an eligible credit card.

Please note that the following cards and card accounts are not eligible for a Cash Instalment Plan:

• A non-Hong Kong Dollar personal primary credit card
• An additional credit card
• A co-branded card
• An undergraduate credit card
• A Visa Gold Card for Students
• A private label card
• The RMB sub-account of an HSBC UnionPay Dual Currency credit card or an HSBC Pulse UnionPay Dual Currency Diamond Card

What’s the minimum amount I can apply for, for a Cash Instalment Plan? 

You must apply for at least HKD2,000. Please check that your available credit limit is higher than HKD2,000 and that it can cover the handling fee.

Can I apply for more than one Cash Instalment Plan?

Yes, you can do so as long as your available credit limit is over HKD2,000 and can cover the handling fee.

Please note that you must complete your previous application before you can make a new application. That means the previous application must be approved, declined or cancelled first.

How can I check my Cash Instalment Plan application status? 

You can check the status of your Cash Instalment Plan application in the HSBC HK App. Here's how to do that:

1. Go to 'Cards' and swipe to one of your credit cards.
2. Choose 'More', and 'Cash Instalment Plan'.
   

We'll send you confirmation by SMS and by mail or email once your application has been approved.

Why is my application shown as 'pending'? 

If you submit it during system hours, we’ll process it in real time. Otherwise, we’ll show it as ‘pending’ by default. Please check back for an update on the next day, from 9am onwards.

Our system hours are:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm
• Sundays and public holidays, 9am to 12am

What accounts can I transfer cash from my Cash Instalment Plan to?

You can convert your credit to cash, and transfer it to a bank account.

HSBC bank accounts

We'll process the transfer in real time during system hours.

Our system hours are:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm
• Sundays and public holidays, 9am to 12am
  

If we don't need proof of income, we'll approve the fund disbursement right away.

If we need it, we can usually review and approve your application once we receive your supporting documents.

Non-HSBC bank accounts

Please provide the bank account statement. It should include your account number and name. Once we receive your supporting documents, please allow us at least 3 days to process your application.

For non-HSBC bank accounts, the fund disbursement will be subject to the other bank’s processing time.

How do I apply for a Cash Instalment Plan in the HSBC HK App? 

To apply for a Cash Instalment Plan in the HSBC HK App, follow these steps.

1. Go to 'Cards' and select one of your credit cards.
2. Choose 'More', and 'Cash Instalment Plan'.

Can I make an early repayment of the total outstanding amount on my Cash Instalment Plan? 

Yes, but you should consider it carefully before going ahead. That's because we'll charge you both the total outstanding principal amount and an early repayment fee. The fee is 2% of the outstanding principal amount.

Will I be charged interest on my Cash Instalment Plan? 

You won’t be charged interest if you pay the full amount due on your credit card by its due date. If not, we’ll charge interest on the outstanding balance at the prevailing interest rate.

Please note that there’s a personalised monthly handling fee for each Cash Instalment Plan. You can check yours in the HSBC HK App. Or you can call us on (852) 2233 3051.

Where can I find my outstanding instalment amount? 

You can find it on your card statement. You’ll also see the number of outstanding repayments on it. We’ll bill you for each monthly repayment as a transaction.

Will I be notified when my Cash Instalment Plan application has been approved? 

Yes, once it's been approved, we'll send you an SMS. This will be on the same day or on the next working day.

We'll also send you confirmation by mail or email, whichever you’ve put as your preferred communication channel.

You can change this preference at any time via the HSBC HK App. Here's how to do that:

1. Select the menu icon, then the profile icon.
2. Choose 'Communication preferences', then select 'Important notification preferences'.

Where can I upload the supporting documents for my Cash Instalment Plan application in the HSBC HK App? 

You may need to upload supporting documents for your Cash Instalment Plan application. There are a few ways you can do this in the HSBC HK App.

1. Via the confirmation screen after you've submitted your application.
2. By selecting one of your credit cards – Choose 'More', then 'Cash Instalment Plan'.
3. By following the message shown on your homepage or in 'Cards'.

I’ve already submitted my proof of income. Why am I still being reminded to do it in the HSBC HK App? 

If you've already submitted it, you can ignore the message. We display it in the HSBC HK App for about 4 days to make it easier for you to upload your supporting documents, just in case you need to.

What's a virtual credit card? 

It's a digital copy of your physical credit card; it’s not a separate credit card. It lets you see the same information as what's on your physical credit card. That includes your card number, the name on your card, its expiry date and your CVV. You can also add your virtual credit cards to your mobile wallet to make mobile payments more quickly.

If you've just been approved for a new credit card, you can use your virtual credit card details to make online purchases even before your physical card arrives by post.

And if you already hold a credit card, you can use your virtual credit card details to make online purchases even when you don’t have your physical card on hand.

Can I use a virtual credit card? 

Yes, you can use a virtual credit card. But you should also note that:

• If you applied for a credit card online and just got approved, you can activate your virtual card before you receive the physical one. You'll still need to activate your physical card within 14 days.
• If you've already activated your physical credit card, you don't need to activate your virtual card separately. You can already access your virtual card and its details in the HSBC HK App.

Can I use my virtual credit card details to sign up for credit card promotions in the Reward+ app? 

Yes, you can register for selected promotions. But you’ll need to activate your virtual card first.

Once you've activated your virtual card, you can register for selected card promotion campaigns. These campaigns support the capture of your virtual card information in the HSBC HK Reward+ app. You'll need to enter your credit card details manually in the app to register.

I’ve already activated my physical credit card. Do I need to activate my virtual card too? 

No, if you’ve already activated your physical credit card, you can access your virtual card too. The details you can access includes your card number, the name on your card, its expiry date and your CVV. You can also add your virtual credit cards to your mobile wallet in the HSBC HK App.

Do I need to activate both my physical and virtual credit cards? 

You must activate your physical credit card.

If you activate your virtual card first, you must activate the physical one within 14 days. If not, we’ll cap its total credit limit at HKD10,000 or at the approved credit limit, whichever is lower. After the 14-day grace period, we’ll suspend both the virtual and physical credit cards. This is to prevent potential fraud.

If you activate your physical card first, then you can access your virtual card too. You can see its details and add it to your mobile wallet right away in the HSBC HK App.

What will happen to my virtual credit card if I don't activate the physical card? 

If you don't, we'll cap its total credit limit at HKD10,000 or at the approved credit limit, whichever is lower. After the 14-day grace period, we’ll suspend both the virtual and physical credit cards. This is to prevent potential fraud

How safe is a virtual credit card?

You can only access your virtual credit card details after you've successfully logged on to the HSBC HK App. .

You can find our list of ESG funds in HSBC Online Banking and the HSBC HK App.

If you're using HSBC Online Banking, log on and use the unit trust search tool, and make sure you select the ESG search checkbox.

If you're using the HSBC HK App, log on and go to 'Wealth'. Select 'Unit trusts', and use the search tool to find ESG funds.

Can I apply for a Revolving Credit Facility in the HSBC HK App?

Yes, you can apply for a Revolving Credit Facility in the HSBC HK App. To do so, you must meet all of the following requirements:

• You must be a Hong Kong resident.
• You must be aged 18 or above.
• You must have a valid mobile number, email address and residential address in our records.
• You must have a monthly income of at least HKD5,000.

Will I be charged interest on my Revolving Credit Facility?

Yes, you'll be charged interest on your Revolving Credit Facility.

You can use the calculator in the HSBC HK App to see how much interest you'll be charged for the length of time that you use this facility. Here's how to get to the calculator:

1. Log on to the HSBC HK App and select the menu icon, then 'Products'.
2. Choose 'Loans', then 'Revolving Credit Facility'.

Note: The total interest, daily interest, and Annualised Percentage Rate (APR) shown in the calculator are for reference only.

How will I know if my Revolving Credit Facility application has been approved?

Once your application has been approved, we'll let you know by SMS and email. We'll also send you confirmation by post at your residential address.

If we need more supporting documents from you, we'll let you know. You can then upload them online via our document upload tool.

What are the reference amounts for low net worth and low income in the 'Vulnerable Customer' assessment?

In the 'Vulnerable Customer' (VC) assessment, the reference amounts are:

• Low net worth: HKD50,000 or its equivalent in foreign currencies
• Low income: HKD7,500 or its equivalent in foreign currencies

We may review or change these amounts without prior notice.

How do I buy stocks in the HSBC HK App?

To buy stocks, log on and follow these steps:

1. Log on to the HSBC HK App and go to 'Wealth'.
2. Choose 'Trade stocks', or if you already hold stocks, select 'Stocks' under your holdings overview.
3. Search for the stock you want to buy, then follow the instructions on the screen to complete your transaction.

How do I sell the stocks I hold in the HSBC HK App?

To sell the stocks you hold, log on and follow these steps:

1. Log on to the HSBC HK App and go to 'Wealth'.
2. Select ‘Stocks’ to see your current holdings, then choose the stock you want to sell.
3. Follow the instructions on the screen to sell the stock.

Where can I see my order status in the HSBC HK App?

To see your order status, log on and follow these steps:

1. Go to 'Wealth'.
2. Select 'Stocks order status'.

You can use filters to narrow down the search for your order. Please note that each order will have its own order status. This will let you know the latest status of each order.

How will I know if my order has been received via the HSBC HK App?

You can see the latest status for your order on the order status screen. Here's how to get to it:

1. Go to the 'Investment' tab. If you're using the new design of our app, select 'Wealth' at the top navigation to go to the Wealth hub.
2. Select 'Stocks order status'.

Please note that each order will have its own order status. This will let you know the latest status of each order.

What's the maximum date range that I can see for my past order statuses in the HSBC HK App?

You can generally see your Hong Kong stock orders from up to the last 90 calendar days.

But you can only see orders from up to the last 10 calendar days for:

• Your securities margin trading service account
• Certain investment accounts

What's the maximum amount of stocks that I can buy?

Your account buying power indicates the maximum amount that you can buy. This will be shown on the screen when you're entering your order details.

What does each order status in the HSBC HK App mean?

After you place an order, its status will be shown as 'Pending Dealing' if it was placed during trading hours. It will be shown as 'Pending Capture' if it was placed after trading hours.

Here's a full list of the order statuses that you might see, and what they mean:

• Fully Executed: The whole order quantity has been executed upon the order expiry date.
• Partially Executed: A part of the order quantity has been executed upon the order expiry date.
• Unexecuted: The order couldn't be executed upon the order expiry date. 
• Fully Cancelled: The broker has accepted the order cancellation request (without partial executions).
• Partially Cancelled: The broker has accepted the order cancellation request (with partial executions).
• Pending Amendment: The order amendment request is pending the broker's acceptance, no further amendment or cancellation is allowed.
• Pending Cancellation: The order cancellation request is pending the broker's acceptance, no further amendment or cancellation is allowed.
• Pending Dealing: The order is pending execution.
• Pending Capture: The order was received after trading hours and is pending validity checking. You must check if HSBC has successfully captured orders with this status before the market opens on the next trading day. If it has, it will show as 'Pending Dealing'. Otherwise, it might've be rejected due to insufficient funds or other reasons.'

The HKEx implemented Severe Weather Trading from 23 September 2024 onwards. This means that Hong Kong securities and derivatives markets will remain open during trading days, even under severe weather conditions. For example, if the Hong Kong Observatory issues a Typhoon Signal No.8 or higher or a Black Rainstorm Warning, or if the HKSAR government announces 'extreme conditions'. You can learn more about Severe Weather Trading on the HKEx website.

How do I subscribe to an IPO or IPO loan facility in the HSBC HK App?

To subscribe to an IPO or IPO loan facility in the HSBC HK App, log on and follow these steps:

1. Go to 'Wealth'.
2. Go to 'Products and services'. Select 'View all', then 'IPO'.

Will I see trend lines or technical indicators on the stock price chart in the HSBC HK App?

No, the charts in the HSBC HK App don't support trend lines or technical indicators. But you can interact with the charts to see the daily details of the stock price. For example, the day's low, day's high, closing price, and price change for each day.

If you'd like to see more comprehensive chart details, you can try out our dedicated stock trading app instead. Learn more about the HSBC HK Easy Invest app.

Where can I see my stock watch list in the HSBC HK App?

We don't have a stock watch list feature in the HSBC HK App at this time. If you'd like to set up a stock watch list, please use the HSBC HK Easy Invest app instead.

Alternatively, you can manage and monitor your stock watch list in HSBC Online Banking.

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

Before you log on, the quotes you see are at least 15 minutes behind.

After you've logged on, the quotes you see are in real time unless otherwise stated.

Where can I learn more about the fees, charges and product details for stocks?

You can see these details from the factsheet for the product. Please visit the page for the stock you want to learn more about:

• HK Stocks (PDF)
• China A Stocks and ETFs / China Connect Securities (PDF)
• US Stocks (PDF)

Will my U.S. instructions be executed in alternative trading venues?

In respect of orders for securities listed on stock exchanges outside of Hong Kong, it is our existing practices that the Bank may transmit your orders to affiliated HSBC entities and third party brokers for execution, who may, subject to local regulation, execute such orders on alternative trading venues ("ATVs"), including dark pools. 

The primary potential benefits for using ATVs is to achieve better pricing and to reduce transaction costs. In general, ATVs and ATV operators are subject to regulations which are not necessarily the same as regulations that are applicable to exchanges and exchange operators. A typical feature of ATVs is that there is no pre-trade transparency. The reference prices on an ATV could be “stale” or out-of-date due to latency from data feeds. Separately, access to ATVs is usually restricted and there could be less supply and/or demand on an ATV (as compared to the supply and/or demand on an exchange) due to the limited number of participants. 

Our affiliated HSBC entities and third party brokers generally consider the execution price and opportunities for price improvement when deciding the appropriate venue for executing orders. There may also be other factors in their consideration, for example (i) market depth and order size; (ii) the trading characteristics of the security; (iii) speed and accuracy of executions; (iv) the availability of efficient and reliable order handling systems; (v) liquidity and automatic execution guarantees; (vi) service levels; (vii) the cost of executing orders; and (viii) execution certainty. The Bank will continue to monitor and evaluate the execution practices of our affiliated HSBC entities and third party brokers.

How many holdings can I see in the 'Investment' tab of the HSBC HK App?

We currently offer 6 types of holdings that you can see in the 'Wealth' page of the HSBC HK App. These are securities, unit trusts, bonds, ELIs, Capital Protected Investment (CPI) and Deposit Plus (DPS).

Your executed position will be shown in the 'Wealth' page. That's except for CPI and DPS, which will show the nominal value.

Where can I see my FlexInvest holdings?

To see your FlexInvest holdings, log on to the HSBC HK App and follow these steps:

1. Go to 'Wealth'.
2. Go to 'Products and services'. Select 'View all', then 'FlexInvest'.

How is the total market value of all my holdings calculated?

This value, as shown in the HSBC HK App, is calculated based on the sum of all your holding balances in HKD.

Why is the holding value on my account summary screen different from the total market value shown in 'Investment' / 'Wealth'?

This is due to a difference in the price used for calculating the market value of stock holdings.

The stock price used for the holding value on the account summary screen is the closing price as at T-1 or the current trading-day close. It's applied on the settled position of the stock.

The stock price used for calculating the market value in 'Investment' or 'Wealth' is the latest market price (with at least a 15-minute delay).

For products other than stocks, there's no difference in the market value.

What's the exchange rate used to show the holding value that's on the accounts summary screen and the one that's in 'Investment' / 'Wealth'?

It's the foreign exchange rate used as both the real-time buy/sell rate.

Will joint accounts be shown in 'Investment' / 'Wealth'?

Yes, joint accounts will be shown in 'Investment' / 'Wealth'.

What's the market price used to calculate the holding value of my products in 'Investment' / 'Wealth'?

The market price used to calculate the holding balance is specific to each product type. Please note:

• Stocks are shown with a 15-minute delay.
• Unit trusts will have an intra-day price update from their fund house.
• ELI and bonds will show the T−1 closing price.

A market price does not apply for Capital Protected Investment (CPI) and Deposit Plus.

Where can I find the Risk Profiling Questionnaire in the HSBC HK App?

To get to the Risk Profiling Questionnaire, log on to the HSBC HK App and follow these steps:

1. Go to 'Wealth'.
2. Go to 'Products and services'. Select 'View all'. Under 'Services', select 'Investor profile‘ , then 'Risk Profile Questionnaire'.

Can I get alerts for stocks and IPOs?

Yes, you can get alerts for stocks and IPOs via the HSBC HK Easy Invest app, for free. You'll need to be an HSBC HK customer with an investment account. You'll also need to install the latest version of the HSBC HK Easy Invest app on your mobile device.

To enjoy the full experience, download the HSBC HK Easy Invest app. Terms and conditions apply.

Learn more about the HSBC HK Easy Invest app.

Smart alerts for stocks

We'll alert you when important events are happening in the markets and to the stocks that you care about. For example, when there are significant price movements in your holdings, when there's breaking news, or when your order status is updated.

You can also set up real-time predefined price alerts for free. We'll then send you a push notification via the HSBC HK Easy Invest app at your chosen frequency whenever the price moves by a certain amount or percentage, or when stock prices hit your defined target.

IPO alerts

We'll alert you by push notification when a company is open for subscription.

How are smart alerts for stocks triggered?

We'll alert you when important events are happening in the markets and to the stocks that you care about. For example, when there are significant price movements in your holdings or when there's breaking news. We'll also alert you when your orders have been executed, cancelled, or partially executed.

If you've set up real-time predefined price alerts, these will be triggered based on real-time stock prices and indices.

We'll send you all these alerts via push notifications in the HSBC HK Easy Invest app.

Learn more about the HSBC HK Easy Invest app.

For further information regarding corporate actions, please refer to the "Other Stocks FAQs" section within our Investment FAQ, available on our website.

What kinds of transfers can I make?

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

• your local HSBC accounts
• third-party local accounts
• new or existing merchants
• overseas HSBC accounts via HSBC Global Transfers (exclusively for HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier and HSBC One customers)
• other overseas accounts via Global Payments

Are there any limits on fund transfers? 

Yes. We have daily limits for payments to registered and non-registered accounts, self-named and third-party HSBC accounts (excluding self-named HSBC HK account transfers) and bill payments, etc. made through digital and self-service channels, including HSBC HK App and Online Banking, phone banking and ATM services.

Please visit HSBC Daily Transfer Limit | Payments and Transfers - HSBC HK for details. 

How do I change my daily transfer limits? 

You can update your payment and transfer limits1Footnote link 1 instantly via HSBC HK App using your transaction-verification capability along with Mobile Security Key (MSK) and security device.

1. Log on and select ‘Pay’, then tap on 'Set limits' icon under 'More actions'.
2. Select your preferred limit for change, then enter the limit amount to set your limit.
3. Follow the instructions to complete authentication2Footnote link 2 and update your limit.
4. For limit increase, we'll send you a confirmation via push notification/SMS and email upon successful verification.
   

Note: Please ensure you have the latest version of the HSBC HK App.

Please visit HSBC Daily Transfer Limit | Payments and Transfers - HSBC HK for more information.

What types of transactions can I see in 'Manage future payments'?

You can view one-time and recurring payments and transfers from these categories:

• My local HSBC accounts
• Other local payees/FPS
• Bill payments
• Tax payments
• Foreign exchange
• Global transfers to HSBC accounts
• Global payments to other accounts
• HSBC GBA Wealth Connect remittances

How do I modify or delete a future payment?

You cannot modify a future payment. Please go to 'Manage future payments' in the HSBC HK App to delete the future payment and place a new one. Alternatively, you may go to 'View / delete future dated payments' on HSBC Online Banking, and select the"⋮" symbol on the right of your instruction to delete it.

Why can't I see my autoPay instructions under 'Manage future payments'?

autoPay records are not under 'Manage future payments'.

You can set up or manage your autoPay instructions in the HSBC HK App. Simply go to 'Pay', then select 'autoPay'.

When will the registered payee become effective?

The new payee you've added will become effective on the next business day after the instruction is submitted.

Will I receive confirmation once the payee is added successfully?

Once you've successfully submitted an instruction for adding a new payee, we'll notify you both via push notification/SMS and email.

I tried to add a new payee and got an error message that said 'You've already added this payee to your payee list'. Why? 

You may have already added the payee before. Please check your 'My payees' list to see if that's the case. If you've already added them, you don't need to add them again. You can make transfers to them directly.

How do I view my registered payee list and manage my payees? 

You can view, manage and delete your registered payees in HSBC Online Banking. You can also perform all of the following actions in the HSBC HK App:

• View and search through all your registered local and global payees
• Add multiple accounts under a registered payee
• Edit a payee's nickname
• Delete a payee and/or account
  

To view your registered payee list and manage your payees, go to 'Pay'.

How many registered accounts can I add to a registered payee via HSBC HK App?

There is no limit to the number of accounts under a registered payee. You may add as many registered accounts as you wish under a single payee.

Why do I need to manage the online transfer service settings after Personal Internet Banking (PIB) registration via HSBC HK App? 

To add extra protection to your online transfers, we suggest that you review your online transfer service settings after Personal Internet Banking (PIB) registration.

If you're a new to HSBC Digital Banking customer, you can choose to enable (by keeping the default settings) or disable the online increase transfer limits and add payees services via the 'Online transfer service settings' page displayed after PIB registration. You can also update the settings later via the HSBC HK App or Online Banking.

Can I increase the online transfer limits or add payees via the HSBC HK App or Online Banking if I didn't confirm my online transfer service settings after Personal Internet Banking (PIB) registration?

Yes. By default, your online increase transfer limits and add payees services are enabled. Therefore, you can use these services via the HSBC HK App or Online Banking. 

How do I disable the online increase transfer limits and add payees services? 

Via HSBC HK App

1. Log on to the app. On the homepage, select menu icon, then tap profile icon.
2. Select 'Pay and Transfer' under 'Settings and Preferences'.
3. Choose 'Online service settings' under 'Manage limits and payees'.
4. Disable the services you want.
5. Follow the on-screen instruction to submit the request.
   

Via HSBC Online Banking

To disable online increase transfer limits service:

1. Log on and go to 'Settings' under 'Pay & transfer'.
2. Select 'Daily payment and transfer limits'.
3. Disable the online increase transfer limits service.
4. Follow the on-screen instruction to submit the request.

You can disable online add payees service* using either option below:

1. Go to 'Manage payees/payments' under 'Pay & transfer'.
      - Select 'View/delete payees'.
      - Disable the online add payees service.
      - Follow the on-screen instruction to submit the request.
2. Go to 'Global Transfers/Payments' under 'Pay & transfer'.
      - Select 'HSBC Global Transfer to other HSBC accounts', and then, 'My payees'.
      - Disable the online add payees service.
      - Follow the on-screen instruction to submit the request.

To re-enable this service, please visit any of our Hong Kong branches. After completed identify verification successfully, you'll receive a push notification / email / SMS on the service re-enablement, and thereafter you can use the service right away.

*Once this service is disabled, the online add payees service will be blocked. This includes adding new payees when making a local or global payments.

I want to re-enable the online increase transfer limits and add payees services. How do I do that? 

To re-enable this service, you'll need to visit any of our Hong Kong branches for identity verification. After completed the verification successfully, you'll receive a push notification / email / SMS on the service re-enablement, and thereafter you can use the service right away.

I tried to add a new payee while I made a transfer, but the add payee button is disabled. Why? 

You may have already disabled the online add new payees service, please go to 'Online service settings' page via HSBC HK App or 'View / delete your payees' page via HSBC Online Banking to view if you have disabled this service.

To re-enable it, you'll need to visit any of our Hong Kong branches for identity verification. After completed the verification successfully, you'll receive a push notification / email / SMS on the service re-enablement, and thereafter you can start adding payees right away.

When I make a global transfer to a payee in Canada, I see a reminder on the transaction review page asking me to create a new payee again. What does this mean? 

You cannot transfer to this payee using faster transfer method without overseas bank charges. To enjoy this service, you can select 'Add new payee' and create payee again with the account details below:

• Canadian institution number (3 digits)
• Canadian transit number (5 digits)
• Account number (3-12 digits), without spaces and duplication with transit number
  

Note: Standard transfer limit of up to HKD 400,000* a day is applicable when you pay someone new.

However, you can still complete the transfer without adding a new payee, subject to overseas bank charges incurred by telegraphic transfer.

*A lower limit applies to designated HSBC One non-HKID customers during the first 6 months after account opening. Learn more (PDF).

How do I set up or manage an autoPay instruction?

You can set up a new autoPay instruction or manage existing ones by going to 'Pay' in the HSBC HK App. Next, find 'More actions', then select 'autoPay'.

What is the lead-time for setting up autoPay instructions?

The lead-time depends on the arrangement with a particular merchant/organisation. You can also check this lead-time with the merchant/organisation in question.

I can't find my autoPay merchant or organisation in the dropdown menu. What should I do? 

To set up an autoPay with a merchant/organisation that is not on list, select 'Other merchant/ organisation', then enter their bank account number or FPS proxy ID (ie mobile/ email/ FPS ID) and other merchant / organisation’s details.

What do the 'Edit autoPay instruction' and 'Delete autoPay instruction' buttons do under 'autoPay details'?

You can change an existing autoPay instruction by selecting 'Edit autoPay instruction'. To cancel an existing autoPay instruction, you can select 'Delete autoPay instruction'.

When will my change to an autoPay instruction take effect?

Any change to an existing autoPay instruction will be submitted to the merchant/organisation within 2 business days (excluding Saturdays, Sundays, and public holidays). The effective date will depend on their process.

How do I change the payment arrangement / payment frequency / number of payments allowed per frequency / maximum amount per payment / expiry date for my autoPay instruction? 

You can review and change your autoPay details in 3 simple steps, in the HSBC HK App:

1. Go to 'Pay', find 'More actions' and select 'autoPay'.
2. Find 'Manage autoPay' and choose the autoPay record you want to edit.
3. Select 'Edit autoPay instruction'.

What is 'Number of payments allowed per frequency' in 'Manage autoPay'?

This is the maximum number of payments you want to allow in a specified period. For example, one payment per week or three payments per month, etc. You can edit 'Number of payments allowed per frequency' by selecting 'Edit autoPay instruction' under 'Manage autoPay' page.

What is ‘Maximum amount per payment’? 

If your payment amount is likely to vary each time (for example, your electricity bill), please enter the maximum amount you would expect to pay in a single payment or select unlimited amount.

Please note that if your bill is higher than your maximum amount, the autoPay instruction will be rejected and the payment will not go through. 

What is the difference between 'One-off' payment and 'Recurring payment' on the 'Manage autoPay' page, under 'Payment arrangement' field?

'One-off payment' is a payment that will only happen once, so autoPay will cancel the instruction once it expires or the payment has been made, whichever comes first.

'Recurring payment' is for payments that will happen on a regular basis, such as a monthly bill.

How do I make a transfer to a registered local payee? 

There are 3 ways you can do this once you've logged on to the HSBC HK App.

Via 'Recent local payees'

We show a list of the 8 registered local payees you've most recently made a transfer to. So if you've paid them recently, they may be there. Here's how you can make a transfer to them:

1. Go to 'Pay'.
2. Go to 'Recent local payees' and select the payee.
3. Choose one of their specific accounts if they have an HSBC integrated account or multiple bank accounts registered under their payee nickname.
4. Select the account you want to debit your payment from.
5. Enter the transfer details.

Via 'To local payees / FPS'

1. Go to 'Pay'.
2. Select 'To local payees / FPS'.
3. Select the account you want to debit your payment from.
4. Select a specific account from the 'All payees' list.
5. Enter the transfer details.

Via 'All payees'

1. Go to 'Pay'.
2. Select 'All payees'.
3. Choose a registered payee account, then 'Make a transfer'
4. Select the account you want to debit your payment from.
5. Enter the transfer details.

Where can I find my recently paid payees? 

Log on to HSBC HK App. Go to 'Pay', and you'll see up to 8 latest registered local payee records that you've made transfers to recently in the 'Recent local payees' widget. With the record of recent payees displayed in the widget, you can enjoy a hassle-free local transfers experience.

When will my 'Recent local payees' list be refreshed? 

It will be refreshed once you've made a successful transfer to a registered local payee. The most recent payee will be displayed first from the left of your 'Recent local payees' list right away.

What's FPS?

FPS (Faster Payment System) allows you to make instant payments 24/7 to individuals and merchants in HKD and RMB for free. You can also pay overseas merchants instantly. You can learn more about FPS here.

I made a transfer to a new payee and got an error message that said 'Your instruction of adding the payee as your registered transfer accounts cannot be processed.' Why?

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

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

How do I pay bills in the HSBC HK App? 

Go to 'Pay'. Next, select 'To pay bills or taxes'.

To pay a new merchant

1. Select 'Pay a new merchant'.
2. Choose a merchant and select a bill type, if that applies.
3. Enter the 'Bill account number'.
4. Choose a 'From' account, then enter the payment details to continue.

To pay a merchant you've paid before

1. Select the merchant from your merchant list, and choose a bill type, if that applies.
2. Enter the 'Bill account number'.
3. Choose a 'From' account, then enter the payment details to continue.
   

To pay bills via FPS, go to 'Pay' and select 'To local payees / FPS'. Alternatively, before you log on, select 'Scan to pay' from the log on screen. 

How do I make a tax payment in the HSBC HK App?

There are 2 ways to do this.

Via 'Pay'

1. Go to 'Pay', then select 'To pay bills or taxes'.
2. Choose 'Inland Revenue Department', then enter your shroff account number as the 'Bill account number'. Please omit the hyphen and English letters.
3. Enter the payment amount, and select a 'Payment date'. You can choose a date that’s in the future from the calendar.
4. Select 'Continue' and review the payment information.
5. Choose 'Confirm' to submit the payment.

Via the seasonal banner

1. Find 'Pay' and look for 'Time to pay your tax'. Then select 'Pay now', and 'Inland Revenue Department' will be filled in for you.
2. Enter your shroff account number as the 'Bill account number'. Please omit the hyphen and English letters.
3. Enter the payment amount, and select a 'Payment date'. You can choose a date that’s in the future from the calendar.
4. Select 'Continue' and review the payment information.
5. Choose 'Confirm' to submit the payment.

What should I enter for 'Bill account number'?

Each merchant may have a different bill account number. You can learn more about the bill payee account number by selecting the '?' icon next to it. To check the merchant's bill account number, please refer to our list of merchants. 

I just paid a merchant. How do I save them to my 'Previously paid merchants / organisations' list?

In general, the merchant will be added to your 'Previously paid merchants / organisations' list automatically once you've paid them successfully. But some merchants, such as for tax payments, won't be saved.

You can remove a merchant from this list at any time in HSBC 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 to 'My payees' list? 

You can do this via the HSBC HK App.

1. Go to 'Pay', then select 'To local payees / FPS'.
2. Choose a debit account.
3. Select an existing payee from the list shown, or select 'Send to a new payee'.
4. Choose a transfer method – you can pay someone via their mobile number, email address, FPS Identifier, or bank account number. If you chose an existing payee, you can go to step 6 instead.
5. Enter your payment details – such as the amount, currency and date.
6. Check the details, authenticate the payment if prompted, and confirm the transfer. If you want to add this payee to your 'My payees' list, select the 'Add to payee list' checkbox before you confirm the transfer.
   

You can manage your accounts' transfer limits in HSBC Online Banking, under 'My payees'.

You can also edit your payees' nicknames or delete your registered payees in the HSBC HK App and 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 App. Simply make the transfer, and switch on 'Recurring transfer', then select 'Frequency' to set a transfer frequency.

What is ‘Top up HSBC accounts via eDDA’ service?

With this service, you can transfer funds in Hong Kong dollars or Renminbi directly, through HSBC Online or Mobile Banking, from your linked same-name accounts maintained at other selected local banks to your HSBC accounts. Learn more.

How do I use ‘Top up HSBC accounts via eDDA’ service?

You can refer to our step-by-step guide for HSBC HK App (PDF). 

Previously, I could send payment instructions to Kuwait payees without including a purpose of payment, but this is mandatory now. What is the reason?

With effect from 30 September 2025, remittance instructions to Kuwait must include the Purpose of Payment, in line with local regulations. If not, they'll be rejected. Please check with your payee and ensure correct details before making the transfer. 

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

How much does it cost to make transfers through HSBC Online Banking and HSBC HK App?

Making Hong Kong dollar/Renminbi transfers to most of the banks in Hong Kong is free*. 

Making foreign currency or Renminbi transfers to some Hong Kong banks will be charged HKD50. The amount will be confirmed on the Instruction Acknowledgement, which you will see in the HSBC Online Banking and HSBC HK App message centre. 

For overseas funds transfers, there is a local service charge of HKD50. For Renminbi Telegraphic Transfer to HSBC Group / branches in mainland China through HSBC Online Banking and HSBC HK App, the service charge is waived. For overseas funds transfers via HSBC Global Transfers, the service is free for HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier and HSBC One customers making online transfers to their self-named or third-party overseas HSBC accounts (including joint accounts). 

See the latest Fees & Charges 

Please note that payees banks and any other banks used to send the transfer (both local and overseas) may impose additional charges, you can contact them directly about their fees. 

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

Why do I have to wait for 6 hours after adding a new payee before I can proceed with Global Transfers to third-party HSBC accounts?

In order to protect you during payment transfer, the instruction to add a new payee will come into effect after 6 hours. You can make only one transfer to each new payee before it is active. Transfers will be processed (and the corresponding daily transfer limit will be consumed) after payee becomes active. There will be email and SMS notification to confirm you once the transfer is done.

Can I add multiple new payees and make global transfers to their HSBC accounts before they become active? 

Yes, you can add multiple payees and make only one global transfer to each of them before each payee is active. However, the transfer will only be processed once the payee is active. There will be email and SMS notifications to confirm you once the transfer is done. 

Can I place global transfer instructions to a newly added payee's HSBC account before the payee is active?

Yes, you can make 1 global transfer each to newly added payees before they're active. But we'll only process the transfer once the payee is active – and the corresponding daily transfer limit will be consumed.

To cancel the transfer instruction before the payee is active, log on to the HSBC HK App, go to 'Pay', and select 'Pending global transfer'. Please note that the new payee will be deleted along with the transfer instructions.

Will I get a notification when the newly added global transfer payee becomes active?

You will receive both email and SMS notifications when 'Add a new payee' instructions are placed, and another set of email and SMS when the global transfers to the newly added payees are processed.

Can I cancel the global transfer initiated to the newly added payee's HSBC account before the payee is active?

Yes, you can cancel the global transfer to the newly added payee's HSBC account before the payee is active. You may go to 'Pay' and select 'Pending global transfer' in the HSBC HK App. Choose a particular transfer, then tap 'Cancel' to cancel the transfer instruction. If you cancel the transfer instruction before payee is active, the new payee would also be deleted along with the transfer cancellation instruction. 

Can the bank confirm the payee account number so my instruction will not be rejected? 

We're unable to verify payee account information. Verification procedures adopted in different banks/countries may vary. For example for some banks, both account number and account name are used to verify inward remittances; Please ensure that the payee account information provided is complete and correct.

You can confirm the bank details with your payee before proceeding with the transfer to avoid any delay and payment rejection.    

Can I make forward-dated or recurring transfers via Global Transfers in the HSBC HK App?

You can make instant and one-time forward-dated transfers using Global Transfers in the HSBC HK App, but not recurring transfers.

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 (PDF) 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 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 may differ depending on the payment details (such as destination country/region, transaction currency and amount etc), please visit https://www.hsbc.com.hk/fees/ and download the Bank Tariff guide to see current Fees & Charges under section C2 for details.

You can view all information related to fees during the payment process and before 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. 

Depending on your payment details (such as destination country/region, transaction currency and amount etc), we will determine the suitable path for you, without bothering which rail to pick. Please refer to the criteria below for faster payment experience and save on overseas bank charges incurred by telegraphic transfer.

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 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 account type
• 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. Please confirm the bank details with your payee before proceeding with the transfer to avoid any delay and payment rejection. 

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 App, please proceed to HSBC Online Banking. 

How do I send money via Global Money Transfers in the HSBC HK App?

To send money via Global Money Transfers, log on to the HSBC HK App and follow these steps:

1. Go to 'Pay'.
2. Select 'Anywhere globally'.
3. Select who you want to send money to, their country/region, and enter the amount.
4. Choose your debit and receiving accounts.
5. Enter your payee's account details, such as their name, bank code (this should be in the local clearing code format), account number; and address if prompted.
   

You could use our 'Send like a local' experience for selected countries and currencies (PDF), which is faster.

But for destinations outside this network, we'll route you through telegraphic transfer via the SWIFT network.

Is authentication required when adding a new payee for Global Money Transfer?  

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? 

Global Money Transfers usually take around 1-2 business day. Depending on your payment details (such as destination country/region, transaction currency and amount etc), the payment may arrive faster.
You can check the estimated time for the transaction to be completed on the review screen, before you complete the payment. Once you've completed the payment, you can view this information again on the confirmation screen.

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's Mobile Cash Withdrawal?

It lets you enter your cash withdrawal instructions in just a few steps on the HSBC HK App. You can then scan a QR code generated on any local HSBC or Hang Seng ATM. You can also get cash from any non-HSBC Group ATM in Hong Kong and mainland China that supports UnionPay QR Code Withdrawal service. The use of Mobile Cash Withdrawal is subject to relevant terms and conditions.

Can I use Mobile Cash Withdrawal?

If you've downloaded the HSBC HK App and you've activated your Mobile Security Key on it, you can use Mobile Cash Withdrawal with any of the following HSBC accounts you hold: 

• HSBC Integrated account 
• HKD Current account 
• HKD Savings account 
• HKD Statement Savings account 
• Cash Card account 
• Super Ease account 
• University Student account 
• Revolving credit facility 
  

To make withdrawals from non-HSBC Group ATMs in Hong Kong and mainland China that support the UnionPay QR Code Withdrawal service, you must hold an HSBC UnionPay ATM card.  

Is there a daily withdrawal limit for Mobile Cash Withdrawal?

At HSBC Group ATMs in Hong Kong

The most you can withdraw daily at an HSBC or Hang Seng ATM in Hong Kong is HKD10,000, which is the small-value payment limit. The small-value payment limit is capped at this amount but you can set a lower limit if you wish.

If you need to withdraw more than HKD10,000 or use other services that are subject to your small-value payment limit, please use your HSBC card at the ATM or visit any of our branches. You can withdraw up to HKD80,000* per day, per card.

At non-HSBC Group ATMs in Hong Kong and mainland China

You can make withdrawals at a non-HSBC Group ATM in Hong Kong or mainland China that supports the UnionPay QR Code Withdrawal service. You can withdraw up to HKD80,000* per day, or up to the daily withdrawal limit on your UnionPay ATM card. This amount is subject to the operating bank's ATM withdrawal limit.

The daily withdrawal limit on your UnionPay ATM card applies to both withdrawals made with your physical card and through Mobile Cash Withdrawal transactions via the UnionPay network. You can set a limit lower than HKD80,000* if you wish.

*A lower limit applies to designated HSBC One non-HKID customers during the first 6 months after account opening. Learn more (PDF). 

How do I make a Mobile Cash Withdrawal via the HSBC HK App?

Here's how to make a Mobile Cash Withdrawal via the HSBC HK App.

1. Open the HSBC HK App and select 'Mobile Cash Withdrawal'.
       Or log on, go to 'Pay' and select 'Mobile cash withdrawal'.
2. Choose the ATM you want to withdraw from, and if prompted, the location of the ATM.
3. Select the account you want to withdraw from, then enter the amount and select 'Continue'.
4. Go to the ATM and select 'Mobile Cash Withdrawal' or 'UnionPay QR Withdrawal on the ATM to generate a QR code.
5. Scan the QR code on the ATM screen with your device.
6. Follow the steps on the ATM screen to collect your cash at the ATM.

How do I set a withdrawal limit for Mobile Cash withdrawal? 

You can set a withdrawal limit for Mobile Cash Withdrawals made at HSBC Group ATMs in Hong Kong, and for those made at non-HSBC Group ATMs in Hong Kong and mainland China.

At HSBC Group ATMs in Hong Kong 

You can make a Mobile Cash Withdrawal up to your small-value payment limit, which is capped at HKD10,000 and shared by other small-value transfers such as FPS and non-registered payee transfers. 

To adjust your small-value payment limit, log on to the HSBC HK App and follow these steps:

1. Go to 'Pay'.
2. Select 'Set limits'.

At non-HSBC Group ATMs in Hong Kong and mainland China

If you have a UnionPay ATM card, you can adjust the daily local or overseas withdrawal limit on your card. This is capped at HKD80,000* but you can set a lower limit. 

You can set up or amend your daily local withdrawal limit via an ATM. 

You can set up or amend your daily overseas withdrawal limit in the HSBC HK App. Log on and follow these steps: 

1. Go to 'Pay'.
2. Select 'Set limits'.
   

*A lower limit applies to designated HSBC One non-HKID customers during the first 6 months after account opening. Learn more (PDF).

What ATMs can I get cash from using Mobile Cash Withdrawal?

You can use Mobile Cash Withdrawal at any HSBC and Hang Seng ATM, or multi-function machine (MFM) in Hong Kong.  

You can also use this service at any non-HSBC Group ATMs, in Hong Kong and mainland China that supports the UnionPay QR Code Withdrawal service. 

You can refer to the UnionPay International website to see which banks support withdrawals through the UnionPay QR Code Withdrawal service.

Will I be charged a fee when I use Mobile Cash Withdrawal?

If you're an HSBC customer, you won't be charged a fee if you use Mobile Cash Withdrawal at an HSBC or Hang Seng ATM, or at a multi-function machine (MFM). 

But if you use Mobile Cash Withdrawal at a non-HSBC Group ATM that supports the UnionPay QR Code Withdrawal service, withdrawal charges will apply. The operating bank of the ATM may also impose additional fees and charges for such withdrawals. 

If you're not an HSBC customer, such withdrawals will be processed via the UnionPay network. Please check with your bank for any service charges that may apply.

Can I make a Mobile Cash Withdrawal at non-HSBC Group ATMs using the HSBC HK App? 

Yes, you can use Mobile Cash Withdrawal at non-HSBC Group ATMs in Hong Kong and mainland China that supports the UnionPay QR Code Withdrawal service.

Am I eligible to make a Mobile Cash Withdrawal at a non-HSBC Group ATM via the UnionPay network? 

You can make a Mobile Cash Withdrawal at non-HSBC Group ATMs that supports the UnionPay QR Code Withdrawal service if you: 

• Hold an HSBC UnionPay ATM card 
• Hold an eligible HSBC debit account 
• Are an HSBC HK App customer 
• Have activated your Mobile Security Key

What should I do if the ATM can't dispense cash? 

If your account has been debited but the ATM can't dispense any cash, please contact our branches or call our hotlines so we can resolve the issue for you.

Can I use Mobile Cash Withdrawal in mainland China? 

Yes, you can use Mobile Cash Withdrawal at non-HSBC Group ATMs in mainland China that support the UnionPay QR Code Withdrawal service.

You can withdraw cash in renminbi (RMB) from your Hong Kong dollar (HKD) account that's linked to your HSBC UnionPay ATM card. Before you travel to mainland China, please activate your overseas ATM withdrawal limit.

When you make your Mobile Cash Withdrawal, open the HSBC HK App and select 'Mobile Cash Withdrawal'. Make sure you select 'Non-HSBC Group ATM in Hong Kong/China'. Next, choose 'Mainland China' as your region.

Please note that overseas withdrawal charges will apply. The operating bank of the ATM may impose more fees and charges for withdrawals made via the UnionPay network.

I used a non-HSBC Group ATM in mainland China that says it supports UnionPay QR Code Withdrawal service . So why wasn't my Mobile Cash Withdrawal processed? 

There are many non-HSBC Group ATMs that support the UnionPay QR Code Withdrawal service in mainland China. But the operating banks for some ATMs may disable this service for UnionPay ATM cards issued in Hong Kong. 

If you need to withdraw cash in mainland China, please refer to the UnionPay International website to see which banks support withdrawals through the UnionPay QR Code Withdrawal service. Or you can use your HSBC card instead.

Where can I find ‘mobile cheque deposit’ in the HSBC HK App?

To find the ‘mobile cheque deposit’ in the HSBC HK App, go to 'Pay', and select 'Mobile cheque deposit'.

How do I deposit my cheque via the HSBC HK App?

To deposit your cheque via the HSBC HK App, please log on and follow these steps:

1. Go to 'Pay'.
2. Select 'Mobile cheque deposit'.
3. Choose the account you want to deposit the cheque into, and enter the cheque amount.
4. Select 'Take a photo of your cheque', and take a picture of both the front and back of your cheque.
5. Select 'Continue', review the transaction information, and select 'Confirm' to submit your cheque deposit request.

What types of cheques are eligible to deposit via the app?

We accept cheques that meet these 5 criteria:

• Issued in Hong Kong Dollars
• Issued to you
• Issued from either HSBC or Hang Seng Bank
• The cheque amount does not exceed HKD100,000
• The cheque contains cheque verification number (an identification number printed on the left at the front of the cheque)
  

Please note that there are daily limits on the number of cheques and the total cheque amount you can deposit via the app.

What accounts are eligible to receive mobile cheque deposits via the HSBC HK App?

Only HKD savings and current accounts are eligible to receive cheques via the app. Below are the supported accounts: 

• HSBC Premier HKD Current Account 
• HSBC Premier HKD Savings Account
• HSBC One HKD Current Account
• HSBC One HKD Savings Account 
• Personal Integrated Account HKD Current 
• Personal Integrated Account HKD Savings
• HKD Savings Account (Passbook)
• Super Ease Account 
• University Student Account 
• Cash Card Account 
• HKD Current Account
• HKD Statement Savings Account

Can cheques from banks other than HSBC or Hang Seng Bank be deposited via the app?

Unfortunately no. We can only accept cheques issued by HSBC or Hang Seng Bank right now.

Is there a limit on how many cheques or the total amount you can deposit via the app?  

You can deposit up to 20 cheques with an upper limit of HKD100,000 per cheque and a maximum value totaling HKD100,000 per business day*.

If your deposit request exceeds HKD100,000 in total, please make the deposit via our Cheque Deposit Machine or at branches. You can use the branch finder to locate your nearest one.

Please note that your limits will be automatically reset on business days* at the cut-off time, 5:30pm.

* Business days refer to Mondays to Fridays except public holidays.

Can multiple cheques be deposited via the app all at once?  

No, you need to deposit each cheque one by one. Please select 'Deposit another cheque' on the confirmation page to deposit your next cheque.

Will I receive an email or SMS notification for confirmation after depositing a cheque?  

No, you won't receive a notification when you deposit a cheque.       

Only the person who wrote the cheque will receive both an email and SMS notification when a cheque has been deposited via the app.

How long will a mobile cheque deposit take to clear?  

If you deposit a cheque via the app before the 5:30pm cut-off time, it will be processed on the same day and the funds will be available after 3:00pm the following business day if it is cleared* successfully.

If you deposit a cheque after 5:30pm or on a non-business day (i.e. Saturday, Sunday and public holidays), it will be cleared* within 2 business days.

* If Typhoon Signal No. 8 or above and/or Black Rainstorm Warning is issued by the Hong Kong Observatory, or an “Extreme Conditions“ is announced by the HKSAR Government, cheque processing and clearing arrangement may be different. Please refer to the following FAQ for details.

What will be the arrangements for cheque processing and clearing during severe weather conditions (refer to the Hong Kong Observatory issuing Typhoon Signal No. 8 or above and/or Black Rainstorm Warning, or the HKSAR Government announcing an “Extreme Conditions“)? 

If severe weather conditions are in effect before 9:00am and cancelled after 12:00pm on a business day (ie Monday to Friday except public holidays), only those cheques deposited before the cut-off time on the previous business day will be processed and cleared (the funds will become available balance after 3:00pm upon successful clearance). All other cheques deposited will be processed on the next business day (if not affected by severe weather conditions).

If severe weather conditions are in effect after 9:00am or cancelled before/ at 12:00pm on a business day, cheque will be processed and cleared as usual.

What will be the arrangements if I deposit a cheque via Mobile Cheque Deposit during severe weather conditions (refer to the Hong Kong Observatory issuing Typhoon Signal No. 8 or above and/or Black Rainstorm Warning, or the HKSAR Government announcing an “Extreme Conditions“)? 

The cheque deposit cut-off time (5:30pm from Monday to Friday, except public holidays) remains unchanged. Whether the cheque will be processed and cleared will depend on the actual effective and cancellation time of the severe weather conditions. Please refer to the above FAQ for details.

How do I check the status of a mobile cheque deposit? What if I suspect that someone has attempted to deposit a fraudulent cheque issued by me?

Currently you cannot check the deposit status via the mobile banking app. Please use 'Chat with us' or call our customer hotline for any queries.  

For HSBC Global Private Banking customers, please call (852) 2233 3033

For HSBC Premier Elite customers, please call (852) 2233 3033

HSBC Premier customers, please call (852) 2233 3322

Other customers, please call (852) 2233 3000

Under what circumstances will a cheque deposited via the app be rejected?  

A cheque deposit via the app will be rejected based on any of these reasons:

• The cheque is not issued by HSBC or Hang Seng Bank
• The name on the cheque and the selected deposit account don't match
• The cheque is not in HKD
• The input amount via the app and the amount on the cheque don't match
• The quality of cheque image is poor 
• The same cheque has already been deposited
• The cheque does not contain cheque verification number (an identification number printed on the left at the front of the cheque)
• Other reasons we consider appropriate to reject the cheque deposit

What is cheque verification number?

Cheque verification number is an identification number printed on the left at the front of the cheque. The following types of cheques might not have cheque verification number:

• Dividend cheque
• Cashier’s orders
• Custom printed cheque
• Standard cheque printed in or before July 2009

Do I need to retain my cheque after I have submitted my mobile cheque deposit?

Yes, please retain your original cheque for 180 days after scanning and sending the cheque images via the app. 

If your cheque deposit was not cleared or was rejected and you no longer have the original cheque, please contact the cheque issuer for a replacement.

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

This is an anti-scam alert message and will be shown when the payee's FPS Proxy ID (mobile number / email / FPS identifier) / account number 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:
       a. select 'X' at the top of the page; or
       b. select '...' at the top of the page and then 'Cancel this transfer'; or
       c. 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 fund transfer to the FPS proxy ID / account number 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 a transfer with FPS proxy ID (i.e. mobile number / email address / FPS Identifier) / account number 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 local 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 / account number is included in the scam reports provided by the Hong Kong Police Force from time to time. If there has not been any report to the Police against a particular FPS proxy ID / account number at the relevant time, the proxy ID / account number will not trigger an 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 / account number is flagged for anti-scam alert? 

You can check Scameter (cyberdefender.hk) to see if it is flagged as “High Risk”. When performing fund transfer with use of FPS proxy ID (i.e. mobile number, email address, or FPS Identifier) / account number via internet banking or mobile banking app, we will display an anti-scam alert message for those FPS proxy IDs / account number 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, FPS Identifier or account number also be flagged by the anti-scam alert?

FPS proxy IDs and account number are flagged as "High Risk" in Scameter and triggered 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 / account number, it will not trigger the anti-scam alert.

I discovered my payee's FPS proxy ID / account 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 / account number? 

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 FPS proxy ID / account number has been flagged in Scameter. How come HSBC did not alert me when I previously made payment to this FPS proxy ID / account number? 

FPS proxy IDs and account number are flagged as "High Risk" in Scameter and triggered 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 / account number, it will not trigger the anti-scam alert.

If I find my local payee's FPS proxy ID / account number 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 / account number are not tagged correctly.

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

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

Will HSBC be able to help to remove my FPS proxy IDs / account number 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 / account number are not tagged correctly.

If I want to report a suspicious FPS proxy ID / account number, 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 call “Anti-Scam Helpline 18222” hotline for assistance. If you suspect that you have fallen prey to a scam, 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)

When I make a local transfer, there's an alert displayed asking me if the payee is trustworthy. What does that mean and what should I do?

This is a scam protection alert. It might be displayed when the transfer you were trying to make differs from your usual pattern. It is intended to protect you from potential payment scam. You should only proceed if you're confident that the transfer is not a scam. If you've have any doubts, please cancel the transfer.

Check out our FAQs for more details.  

Branch verification is an alternative method to authorize branch transactions. You can now simply scan a QR code via the HSBC HK App instead of providing your signature to verify transactions in branch.

You'll see a red dot in the chat bar. Plus, you'll get a push notification that says you've got an unread message and you'll see a red dot on the app icon on your device, if you've enabled push notifications.

No, you can't but messages will be automatically deleted after 90 days.

You can see messages from up to the last 90 days in the HSBC HK App.

You can get in touch through 'Chat with us'. It's a 24/7 support service. Simply type your enquiry or use speech-to-text to enter it into the chat bar at the bottom of the screen. Or select the menu icon, and go to 'Chat with us'.

Simply select the microphone icon in the chat bar.

If you haven't granted us relevant permissions yet, we'll prompt you to do so. Once you've granted the permissions, you'll be able to use the speech-to-text feature in the chat bar.

It's an alert which you may receive on your device from the HSBC HK App if you've activated your Mobile Security Key.

The push notifications are sent by The Hongkong and Shanghai Banking Corporation Limited at 1 Queen's Road Central, Hong Kong.

You can turn push notifications on or off at any time. To do this, log on to the HSBC HK App and follow these steps:

1. Stay on the homepage, select the menu icon, then the profile icon.
2. Find 'Settings and preferences', then select 'Communication preferences'.
3. Use the toggle to switch on or off push notifications for 'Transactions & Services' and/or 'Personalised offers'.

To change your push notification preferences, please follow these steps:

1. Stay on the homepage, select the menu icon, then the bell icon.
2. Select the three-dot icon '⋯' next to an existing message, then 'Change my preference'.
3. Use the toggle to switch on or off push notifications for 'Transactions & Services' and/or 'Personalised offers'.

If you have more questions, you can 'chat with us' in the HSBC HK App or call us.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

We'll only show the following details:

• Account eStatement / eAdvice: Only the first 6 digits of your account number will be shown
• FPS payments: Only the payer's last name and initials, and the first 6 digits of your account number will be shown

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

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

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

If you've already done that, you might be using a device or operating system that we don't currently support. For more details, please visit the Mobile Security Key page.

We'll only send push notifications to the device on which you've activated your Mobile Security Key. This is for security reasons, so we can keep your accounts and information safe.

No, you'll receive push notifications for free.

Yes, you can choose to receive push notifications in English, traditional or simplified Chinese. But you can't change the language for any push notifications that we've already sent you.

To set your preferred language for push notifications, please follow these steps:

1. Log on to the HSBC HK App. Select the menu icon, then the profile icon.
2. Find 'General', and choose 'Language'.

We'll send you these messages via push notifications on your device. But we can only do so if you've enabled push notifications.

Critical alerts

We'll let you know if there's something that needs your attention. These include fraud, payment authorisation and identity verification alerts.

'Chat with us' responses

We'll let you know when we've responded to you in 'Chat with us'.

Transactions & Services

We'll help you stay up to date with your accounts and our services. If you have these notifications turned on, you'll receive notifications that include transaction alerts, payment reminders, eStatements, eAdvices and other service updates.

When you complete a high-risk transaction, we'll notify you through two communication channels. We'll do this by push notification or SMS, on top of email.

Personalised offers

If you've have these notifications turned on, we'll let you know about promotional offers for our products and services that you might be interested in.

This preference applies to push notifications for personalised offers only. It doesn't mean you've opted in or out of our other marketing channels. To learn more about how we use your data, please see our Data Privacy Notice.

When you turn on push notifications for 'Transactions & Services', we'll send you alerts for these transactions, including but not limited to:​

• FPS inward and outward transfers​
• Credit card repayments​
• Self-named transfers / setting up standing instructions to joint accounts​
• Designated ATM transfers
• Other transactions​

​

For high-risk transactions, we'll send you a push notification and an email. These may include (but are not limited to):​

• Transfers to non-registered payees
• The credit limit management
• The FPS registration and the limit maintenance
• Setting up standing instructions to non-registered payees
• The transfer limit management
• The payees management​
• The contact details update, including the residential / correspondence address, the email address and the mobile number
• Mobile Cash Withdrawals

We're also working on adding more types of alerts, so you can stay updated in real time. Please stay tuned.

'Transactions & Services' push notifications help you stay up to date with your accounts and our services. For example, transaction alerts, payment reminders, and eStatements and eAdvice.

When you complete a high-risk transaction, we'll notify you through two communication channels. We'll do this by push notification or SMS, on top of email.

'Personalised offers' push notifications tell you about promotional offers for our products and services that you might be interested in. These include promotions, special offers and campaign details.

There may be a few reasons for this.

Your notifications may have been disabled

You may have disabled notifications in your device settings or in the HSBC HK App. To enable them again, please log on and follow these steps:

1. Select the menu icon, then the bell icon.
2. Choose the banner, which will take you to your device settings.
3. Enable notifications and you're all set.

You might not be connected to a network

You might not receive notifications or they might be delayed. This could be due to network connectivity issues or the data settings on your device.

You're in an area with limited Google services

If you're on an Android device, you might find that Google services may be limited in some countries/regions. When that happens, you may not be able to receive push notifications while you're in those areas.

You can still find all the push notifications we sent you in the last 90 days, in your push notifications history. Simply log on to the HSBC HK App, select the menu icon, then the bell icon to see them.

If you make a high-risk transaction, we'll send you a push notification and an email. If we can't send you a push notification successfully, we'll send you an SMS and an email instead.

If you turn on 'Transactions & Services' push notifications, we'll send you alerts via push notifications instead of SMS in certain situations only. Such as when your credit card payment is due.

You can check out your push notification history at any time in the HSBC HK App. Here's how to do that:

1. Log on to the HSBC HK App and select the menu icon.
2. Choose the bell icon to see your push notification history.

Yes, you can. Here's how to do that:

1. Log on to the HSBC HK App and select the menu icon.
2. Choose the bell icon to see your push notification history.
3. Select the three-dot icon '⋯' at the end of the message you want to delete.
4. Choose 'Delete'.

Once you've successfully deleted it, it will no longer show on your push notification history.

We'll keep the notification in the HSBC HK App for up to 90 days after we've sent it to you. After that, it'll be automatically deleted.

Once you've updated your preferences, please allow up to 7 working days for them to be reflected.

No, it won't affect the marketing messages you'll receive through our other channels. If you want to opt in or out of that, please update your 'Marketing preferences' settings.

Turning on 'Transactions & Services' push notifications allows you to receive servicing messages through push notifications instead of SMS in some cases. When completing a high risk transaction, we’ll notify you through two communication channels. If you have these notifications turned on, you’ll receive a push notification or SMS, in addition to an email alert.

You might not see that option if you use an Android device. That's because Google services may be limited in some countries/regions.

No, you can only see and update your push notification preferences in Full Mode.

If you had previously turned on push notifications in Full Mode, you'll still receive them.

But if you want to see your push notification history in the HSBC HK App, you'll need to be in Full Mode. Simply switch to Full Mode, and select the bell icon to see it.

Your preference will apply to all your accounts and services with us. That's except for PayMe, insurance, pension and MPF products.

Your important notifications include:

• Documents relating to terms and conditions
  E.g. Notices of changes, key changes, summary and full versions of existing or revised terms and conditions
• Key fact statements for our banking and investment services
• Notices of changes in our fees and charges
• Confirmation letters for loans
• Notifications on account status changes
• Notifications on account closures

We'll review and update this list from time to time.

It might not be practical to send some notifications through electronic channels. When that happens, we'll send them to you by post instead.

Please note that when you apply for a product or service digitally, we'll provide you with terms and conditions and other important notifications in a non-paper-based format only.

No, your preference won't affect the way you receive your statements or advice.

For a full list of what you'll receive as part of important notifications, please see 'What are important notifications? Will my preferred notification channel apply to all my banking products?'.

You can choose to receive them by post or electronic means. Electronic means refer to channels such as email, SMS, push notification, etc.

There are a few ways you can check and change your preferences for important notifications.

Via the HSBC HK App

1. Log on to the HSBC HK App, select the menu icon, then the profile icon.
2. Find 'Settings and preferences', then select 'Communication preferences'.
3. Choose 'Important notification preferences'.

Via 'Chat with us'

You can 'chat with us' in the HSBC HK App or in HSBC Online Banking.

Over the phone

Call us:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

At a branch

Visit us at your nearest HSBC branch in Hong Kong.

No, your preference will apply to all your accounts and services with us. That's except for PayMe, insurance, pension and MPF products.

That's because we don't have a valid email address from you in our records. You'll need to update your email address if you want to receive your notifications by electronic means.

There are 3 ways you can make this update:

• In HSBC Online Banking
• Call us on (852) 2233 3000 
• Visit an HSBC branch in Hong Kong

No, you won't be charged extra if you want to receive your important notifications by post.

Please allow up to 7 working days for your preference to become effective.

Until then, you may still receive important notifications via your previous preferred channel.

We may send important notifications to both the primary and secondary account holders. If you each have different preferences in how you receive important notifications, we'll send them based on each of your preferences.

Please allow up to 7 working days for your preference to become effective. Until then, you may still receive important notifications via your previous preferred channel.

It might not be practical to send some notifications through electronic channels. When that happens, we'll send them to you by post instead.

If you saved the change after the cut-off time, we'll process your request on the next working day. It should then be reflected in the HSBC HK App.

It lets you authenticate via the HSBC HK App. It's a new method that applies for both phone banking and 'Chat with us'.

If you're eligible for this service, you'll receive an authentication request in the HSBC HK App.

You won't need to set anything up to use this. Just make sure that you've updated your HSBC HK App to the latest version.

Next, follow these steps to complete in-app authentication:

1. Open the HSBC HK App, or select the push notification for the request.
2. Enter your 6-digit Mobile Banking PIN, or use biometric authentication if you've enabled it.
3. Review the request.
4. Check that the information is correct, then approve the request.
    

Note: Please turn on push notifications so you can receive in-app authentication requests. To do this, follow these steps:

1. Log on, and select the menu icon, then the profile icon.
2. Find 'Settings and preferences', then select 'Communication preferences'.

Your request might’ve timed out. This will happen if you don’t complete the authentication within 100 seconds.

There might be a few reasons why you’re not receiving your push notifications. For example, you might not be connected to a network. Or you might be on an Android device with limited Google service in your current area. For more details, please see Sometimes I don’t receive push notifications. Why?’.

If you receive a suspicious in-app authentication request, select 'Reject'. Next, choose 'Report suspicious activity' to report it to us. You can also contact us for help right away.

It lets you authenticate transactions or complete your phone banking service requests in the HSBC HK App. Besides using your Phone Banking PIN, this is another way to verify your identity. Simply set up the HSBC HK App to use it.

Don't worry, nothing will happen to your Phone Banking PIN. That's because these are two separate ways of verifying your identity.

We'll check if you can use in-app authentication, then ask you to verify your identity with it. We'll do this if you log on to HSBC Online Banking and need us to help with your banking more comprehensively.

You won't need to log off from the session and log on with your Mobile Security Key again.

We may offer other ways to verify your identity. This way, you can still go ahead with your transaction or your service request.

It's an initiative by the Hong Kong Monetary Authority (HKMA). It allows your deposit account data to be shared between participating banks via Open API. This is done only with your consent.

Once you've granted the consent needed, you can see the details of your accounts with other banks on the HSBC HK App. This way, you can see the balances and transactions of your other bank accounts all in one place, saving your time.

Alternatively, you can share your HSBC account data with other IADS participating banks.

To learn more , please visit the Hong Kong Monetary Authority - Interbank Account Data Sharing (IADS) page.

No, you don't need to register for it. And you won't be charged for using it.

Simply grant us your consent to access the data of your other bank accounts. And you'll see a consolidated view of your latest account balances and real-time transactions on the HSBC HK App.

You can grant your consent through the HSBC HK App via one of these methods:

To view the balances of your accounts with other banks, go to the homepage and find 'Accounts with your other banks'. To view the real-time transaction details, you can select an account and its transaction history will be displayed.

You can check the list of consents you've successfully granted us or your other banks. To do this, select your profile icon, then 'Open Banking consent'.

You can manage your consents by adding new ones or cancelling existing ones.

Here are a few tips to keep yourself safe when you use Open Banking.

Check our partnership list

We can share real-time data on our services with our partners through Open Banking. Please check if the app you want to use is on our partnership list.

Learn more about HKMA IADS

Interbank Account Data Sharing (IADS) is an initiative by the Hong Kong Monetary Authority (HKMA). Through it, you can share your HSBC data with other participating banks. To see more details about this initiative and which banks are participating in it, please visit the HKMA IADS page.

Be careful with third-party apps

You should be careful even if you're using a third-party app that you trust. It's not the same as when you're interacting with your bank directly. So you should be aware of the permissions that the app may ask you for.

If you must disclose your banking details to a third-party app, you should first make sure that you understand the scope of consent that you'll be granting. You should also make sure that you understand the associated risks, such as fraud or data leakage. It's important to carefully consider whether you can trust an app or service because if something goes wrong, you'll bear the risk.

For tips on keeping your information safe, check out our cybersecurity hub.

To learn how to identify a trusted third-party service provider, you may refer to HKMA's video (Chinese version only).

1. How do I book an appointment with my Relationship Manager through the HSBC HK App?

You can conveniently book and manage Premier Elite Director or Premier Relationship Manager (RM) appointments at anytime anywhere using the HSBC HK App by following these steps:

1. Log on to the HSBC HK App.
2. Select the menu icon
3. Choose 'Book and manage appointments', or go to 'Contact Premier' / 'Contact Premier Elite' > 'Book appointment'.

Follow the on-screen instructions to select your preferred time slot and complete your booking.

Please note:

The available slots reflect the availability of your Relationship Manager or Premier Elite Director between the 3rd and the 30th day from the appointment scheduled date.

Once your appointment is scheduled or updated, you'll receive a confirmation and a reminder through push notifications (if enabled) or email and SMS (if you've disabled push notifications for the HSBC HK App).

2. How do I reschedule or cancel an appointment with my Relationship Manager through the HSBC HK App?

You can easily reschedule or cancel the appointments with your Premier Elite Director or Premier Relationship Manager (RM), anytime anywhere through the HSBC HK App by following these steps:

1. Select the menu icon at the top right corner.
2. Scroll down and find 'Here to help', then select 'Book and manage appointment'.
3. Choose 'Reschedule' or 'Cancel appointment'.

Follow the on-screen steps to manage your appointment.

Please note:

The available slots reflect the availability of your Relationship Manager or Premier Elite Director between the 3rd and the 30th day from the appointment scheduled date.

Once your appointment is scheduled or updated, you'll receive a confirmation and a reminder through push notifications (if enabled) or email and SMS (if you've disabled push notifications for the HSBC HK App).

3. How do I check my appointment history through HSBC HK App ?

For checking upcoming appointments, follow these steps:

1. Select the menu icon at the top right corner.
2. Scroll down and find 'Here to help'.
3. Choose ‘Book and Manage appointment’ or go to ‘Contact Premier' / 'Contact Premier Elite’ > Manage appointments’.

If you don't have upcoming appointments, you can only check appointment details in your past email, SMS or push notifications. Alternatively, you can also contact your RM directly for an appointment history enquiry. 

4. What notifications will I receive after scheduling an appointment through the HSBC HK App?

Once your appointment is scheduled, rescheduled or cancelled, you'll receive a confirmation and a reminder through push notifications (if enabled) or email and SMS (if you've disabled push notifications for the HSBC HK App).