From late March 2022 onwards, you will be prompted to set up a new 6-digit Mobile Banking PIN when you log on. This will replace your old Mobile Security Key password. You can find more details and FAQs here. 

This will be rolled out in phases and you'll be further notified when these changes are ready for you. Otherwise, please continue to use your Mobile Security Key password to log onto Mobile Banking or generate one-time security codes.

If you are using your Personal Internet Banking password or a Security Device to log on  

You'll need to have a valid and up-to-date mobile number and email address in our records in order to activate your Mobile Security Key.

Go to 'Profile' and choose 'Security'. Next, select 'Activate Mobile Security Key' and follow the instructions to complete the activation.

Your Security Device will be deactivated once your Mobile Security Key has been activated. You can return the device at any of our branches.

If you are asked to activate Mobile Security Key after you input your username on the HSBC HK App 

Please follow the on-screen instructions to activate Mobile Security Key. You may also find more details here.

If you are using a Mobile Security Key password, Mobile Banking PIN or biometric authentication to log on  

You have already activated Mobile Security Key on the HSBC HK App, and you won't have to do anything. 

If you are using your Mobile Security Key password to log on to the HSBC HK App, you can switch your Mobile Security Key to a new device using our step-by-step guide. If you don't have your old device and you haven't set up a memorable answer, you'll need to give us a call.

If you are using your Mobile Banking PIN to log on to the HSBC HK App instead, please refer to our step-by-step-guide. 

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

You can change your transfer limit to a registered or unregistered payee in online banking.

But if you just need to make a small-value payment of HKD10,000 or less, you can adjust the daily limit for it by going to 'Profile', selecting 'Pay and transfer' then 'Small-value payment limit' in the HSBC HK Mobile Banking app. The maximum daily limit for small-value payments is HKD10,000.

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 (i.e. mobile number, email address or FPS Identifier). Please check the information before trying again.

Lite Mode is a simplified version of the HSBC HK App.  It features basic functions with clean and simple interface, making banking services more accessible for all.

We currently have 6 features are available for customers in Lite Mode:

• account balance & transaction history
• transfer between self-named accounts
• view eStatement & eAdvice
• time deposit
• mobile cheque deposit
• Chat with us 

Stay tuned for more enhancements in the future.

No, Lite Mode is a simplified mode of our HSBC HK App. You can easily switch between the two modes in the app. 

You can access more products and services if you switch back to Full Mode. You can follow these steps to switch:

1. Log on to HSBC HK App in Lite Mode.
2. Select 'More products and services' in homepage.
3. Select 'Confirm' to switch to Full Mode.

Lite Mode is a simplified mode of the HSBC HK App.  It features basic functions with a clean and simple interface while Full Mode provides a wider range of products and services.

To switch to Lite Mode, please follow the steps below:

1. Log on to HSBC HK App in Full Mode.
2. Select 'Profile' from top right corner.
3. Select 'General' from 'Settings and preferences'.
4. Select 'App mode'.
5. Select 'Full mode' and then 'Switch'.

To switch to Full Mode, please follow these steps:

1. Log on to HSBC HK App in Lite Mode.
2. Select 'Profile and settings'.
3. Select 'Select mode'.
4. Select 'Full Mode' then choose 'Confirm'.

Right now we only support transfers between self-named accounts in Lite Mode.

We're working on more enhancements for our future updates. 

You can visit our branch and our staff will be able to assist you to register.

You'll be able to see your globally-linked accounts in the HSBC HK Mobile Banking app even though the app is only available to Hong Kong customers registered for online banking with us.

No, For example, 'Both to Sign' joint accounts are not accessible through Online banking.

You should be able to see your new accounts linked to online banking after a working day of opening. For any problems in online access , please contact our Customer Services :

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

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

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

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

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

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

If you hold HSBC bank account or credit card, you may customise account overview on HSBC HK App. If you are an MPF/ ORSO member without HSBC bank account, the service is not yet supported.

You can show or hide your accounts on the 'Home' screen to suit your needs, you will need to display at least one account. We will introduce more options for customisation, please stay tuned.

Hide/show account

Step 1: Clicking 'Show all' after your account list

Step 2: Select 'Customise account overview'

Step 3: Select/ unselect account(s) to be shown on 'Home' screen and tap 'Confirm'

Your newly opened account will be set as shown by default, you may customise it as needed anytime.

When you log on to a new device, the customisation setting for local bank accounts and credit card will remains automatically, while insurance, private banking and global account will be set as shown by default, you may customise it as needed anytime.

Yes, you can tap "Show all" under "Your accounts" to view the message of your hidden account(s).

Yes, an information message will appear under "Your accounts" to get your attention.

We'll send you a push notification, email or text message when it's ready. Please keep your email address and mobile number up to date in our records so you'll receive them. You can update your contact details via the HSBC HK Mobile Banking app or HSBC Online Banking. Instructions on how to update can be found on the 'Change contact details' page. 

We recommend checking your emails or online banking regularly to review your latest eStatements and eAdvice, so you'll know if you need to do anything about them. 

Our eStatements and eAdvice service lets you access your statements and advice in online and mobile banking. By signing up for it, you'll help to save the environment by using less paper while getting the information more quickly. Of course, you can still print eStatements and eAdvice for your own records or save them on your computer if you'd like.

It's free and simple to use. You can sign up for it in minutes, or if you just opened a new account, you'll be automatically registered for it. What's more, you can get statements and advice for your different accounts securely with just this one service. You can access them any time once they're ready even when you're on the go.

You'll be able to view and download eStatements # from the last 7 years (84 months) *, and eAdvice from the last 3 months.

^# available in online banking only.

^* eStatements for integrated accounts, HKD Current and Savings accounts are retained for up to 84 months

^* Credit card eStatements will also be accumulated for up to 84 months. If you don't see one, you can ask for a paper statement and we'll waive the fee.

^* eStatements for other accounts (including investment and securities accounts) are retained for up to 24 months.

As a gentle reminder, we'll send you a push notification, email or text message when your latest eStatement is ready.

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 Jade, HSBC Premier and HSBC One customers)
  
• other overseas accounts via Global Payments
  

If you've already registered the payee's account with us, the maximum daily transfer limit is HKD3,000,000 per payee account. 

For transfer to non-registered account, the maximum daily transfer limit is HKD400,000 per customer as payer. This limit is shared by Phonebanking, HSBC Online/Mobile Banking, local ATM and overseas ATM. The maximum sub-limit for Phonebanking and overseas ATM are HKD50,000 each, while for local ATM and HSBC Online/Mobile Banking are HKD400,000 each.

Note: If you submit more than one transfer request in the same day, the available transfer limit will be your daily transfer limit less the amount of the transfer that you have already requested/made.

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

You can change your transfer limit to a registered or unregistered payee in online banking.

But if you just need to make a small-value payment of HKD10,000 or less, you can adjust the daily limit for it by going to 'Profile', selecting 'Pay and transfer' then 'Small-value payment limit' in the HSBC HK Mobile Banking app. The maximum daily limit for small-value payments is HKD10,000.

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

Sorry, it is not possible to amend your future dated payments. However, you can delete them by selecting 'Cancel payment', and then set up new instructions.

Autopay transactions are not included. To set up or manage your autopay instructions, please log on to HSBC Online Banking.

FPS (Faster Payment System) allows you to make instant local payments to individuals and merchants in HKD and RMB for free, 24/7. It's available in online and mobile banking. You can learn more about FPS here.

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 (i.e. mobile number, email address or FPS Identifier). Please check the information before trying again.

Select 'Pay & transfer', then 'Bill payments'.

To pay a new bill:

1. Select 'Pay a new merchant'.
2. Choose a merchant and select a bill type (if applicable).
3. Enter the 'Bill payee account number'. 
4. Choose 'From account' and input payment details to proceed.

To pay a merchant you've paid before:

1. Select the merchant from your merchant list.
2. Choose the bill type (if applicable).
3. Enter the 'Bill payee account number'.
4. Choose 'From account' and input payment details to proceed.

To pay bills via FPS, find 'FPS' in the menu and select 'Make a transfer', or choose 'Pay with FPS' from the log on screen to scan the QR code.

You can make your tax payment via the app by following these steps.

1. Select 'Pay & Transfer', then 'Tax payments'.
2. Choose 'From account'. Input your shroff account number as 'Bill account number'. Please omit the hyphen and English letters.
3. Input the payment amount to proceed and select the 'Payment date'. You can select the payment date from the calendar if you would like to pay in a future date.
4. Select 'Continue' and review your payment information.
5. Choose 'Confirm' to submit your payment.

The bill payee account number may be different for each merchant. Please select the '?' icon next to the bill payee account number to find out more.

Once you've successfully paid a bill, the merchant will generally be added to your 'Previously paid merchants' list automatically. However, some merchants (e.g. tax payments) won't be saved in the system.

To remove a merchant from this list, please log on to online banking.

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.

You can easily do so via the HSBC HK App. Please make sure you have your Mobile Security Key, 6-digit PIN or Security Device on hand.

1. Log on the HSBC HK App, go to 'Pay & Transfer' and select 'Other local payees / FPS'.
   
2. Choose the debit account from your account list.
   
3. Choose an existing payee from the list displayed or tap 'Pay someone new' to pay a new payee, then select one of the 5 methods (Account number, Mobile number, FPS ID, Email address, or Credit card).
   
   To add a new payee into 'My payees', simply tick the 'Add to payee list' box before you proceed with the transfer.
   
   You'll be able to manage the transfer limits of accounts in 'My payees' or remove them from your list in HSBC Online Banking.

Yes, you can set up Hong Kong dollar (HKD) standing instructions in the HSBC HK Mobile Banking app. When you're making a transfer, simply select 'How often' and then choose a transfer frequency.

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.

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.

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 Mobile Banking 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 Mobile Banking App, the service charge is waived. For overseas funds transfers via HSBC Global Transfers, the service is free for HSBC Jade, 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.

We are 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; . Customer is advised to ensure payee account information provided is complete and correct.

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

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

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

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

See list of supported countries/regions and currencies

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.

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

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.

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

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

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

See the latest Fees & Charges

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.

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.

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.

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.

Fees and charges differ depending on the type of transfer:

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

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

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

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

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

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

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

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

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

Send money via SWIFT in currencies including:

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

and others.

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

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

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

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.

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

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

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

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

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

Telegraphic transfer transaction reference number starts with 'N'.

You can find it under 'Pay & Transfer' at the bottom of the screen in your HSBC HK App. 

You can deposit your cheques via the app by following these steps:

1. Log on to the HSBC HK App. 
2. Select 'Pay & Transfer' at the bottom of the screen. 
3. Select 'Cheque deposit'.
4. Select your preferred account for the cheque deposit.
5. Enter the cheque value.
6. Select 'Take a photo of your cheque' and take a picture of both the front and back of your cheque.
7. Select 'Continue' and review your transaction information.
8. Select 'Confirm' to submit your transaction.

We accept cheques that meet these 4 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

Please note that there are daily limits on the number of cheques and the total cheque amount you can deposit via the app. 

Supported types of cheques include:

• Standard cheque
• Dividend cheque 
• Cashier's orders
• Custom printed cheque

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

Unfortunately no. We can only accept cheques issued by HSBC or Hang Seng Bank right now.

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 you need to deposit a total cheque amount that exceeds HKD100,000, please use a cheque deposit machine at an HSBC branch or an Express Banking facility. 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.

No, you need to deposit each cheque one by one. Please select 'Deposit another cheque' on the confirmation page to deposit your next 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.

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 fund will be available after 3pm the following business day if it is cleared successfully. 

If you deposit a cheque after 5:30pm or on a non-business day (ie Saturday, Sunday and public holidays), it will be cleared within 2 business days. 

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 Jade customers, please call (852) 2233 3033

HSBC Premier customers, please call (852) 2233 3322 

Other customers, please call (852) 2233 3000

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
• Other reasons we consider appropriate to reject the 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. 

Simply log on to the HSBC HK App, select your credit card from the account list, tap 'Activate' and follow the on-screen instructions. You might be required to input your selected credit card's expiry date to complete activation.

All HSBC personal credit cards can be activated via the HSBC HK App.

You can only activate each of them one at a time on the app.

Your newly activated credit card could take up to 2 working days after successful activation before showing up. 

Simply log on to the HSBC HK Mobile Banking app, select a credit card and choose 'Manage cards'.

You can put a temporary block on your credit card if you've misplaced it. Here's how:

1. Log on to the HSBC HK Mobile Banking app.
2. Select the card you want to block and choose 'Manage cards'.
3. Tap the toggle to block the card.

You can block your card for up to 60 days but you can unblock it any time within those 60 days.

If you've misplaced your card and blocked it, but you can't find your card and unblock it within those 60 days, it will automatically be reported as lost on the 61st day. 

All transactions on that credit card will be blocked, including any mobile transactions or ATM functions.

Transactions that don't require authorisation or re-authorisation can still be made. These include:

• Existing Direct Debit (e.g. Octopus Auto Add Value Service)
• recurring automatic payments and instalments (e.g. goods bought in retail stores)
• contactless payment transactions under HKD1,000

Please note that you'll remain responsible for these transactions.

You can unblock your card in mobile banking. Here's how:

1. Log on to the HSBC HK Mobile Banking app.
2. Select the card you want to unblock and choose 'Manage cards'.
3. Tap the toggle to unblock the card.

Yes, you can select the amount and pay it by following these steps:

• Go to 'Home' and choose the credit card you want to pay in 'Accounts'.
• Select the icon in the top right corner.
• Choose 'Pay last statement balance' or 'Pay current minimum payment amount'.
• Select the account you wish to pay 'From'. The 'From' and 'To' accounts will be pre-filled based on your selections.
• Complete the payment the way you would with a transfer.

It's an approved transaction which will be deducted from your available credit limit eventually. It won't be posted to your credit card account until the merchant has sent the transaction to us for settlement.

A pending transaction can also be a temporary hold on funds in your credit card account. Some merchants use this to ensure you have the available credit limit for items such as hotel or car rental deposits. Pending transactions, although will be deducted from your available credit limit, won't affect your account balance, and don't need to be settled until they have been posted.

You can see pending transactions on all personal credit card accounts. If you're the primary cardholder, you'll be able to see your own pending transactions as well as those of supplementary accounts.

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

These are generally a security measure that some merchants use to confirm the validity of your credit card. The merchants won't actually post the charge.

The amount may be held for a period of time. It won't appear as a charge on your credit card statement.

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

A transaction will remain as 'pending' on your credit card account until it's sent to us by the merchant and is fully processed. The time it takes varies from merchant to merchant.

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

For transactions up to HKD500 where your physical card or digital wallet is not presented, you will receive credit card transaction notification via email by default. For transactions above HKD500 you will receive notification via SMS.

Yes, you can change the notification channel preference to either email or SMS for transactions up to HKD500 by tapping the profile icon from home page and selecting 'Communication preferences', then 'Credit card transaction notifications' in your HSBC HK App.

Lost or stolen credit cards should be reported as soon as possible. You can report and request replacements via the HSBC HK Mobile Banking app or HSBC Online Banking.

Learn how to report a lost or stolen card.

Please follow these instructions:

1. Log into the HSBC HK App
2. Select 'Support' on the bottom menu bar
3. Select 'Report lost or stolen card'

Lost and stolen credit card incidents should be reported as soon as possible. Prompt action will help prevent any potential fraudulent transactions on your lost/stolen credit cards.

You can report lost or stolen credit card incidents that have occurred within the last 30 days via the HSBC HK Mobile Banking App or HSBC Online Banking.

To report incidents more than 30 days old, please call our Customer Service Hotline.

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

Lost/stolen credit card reports and replacement requests made via the HSBC HK Mobile Banking app are processed instantly. We will immediately block your credit card to ensure it is no longer valid and send you an email/letter notification.

Replacement credit cards with a new number will be issued within 5 working days and sent to your registered correspondence address.

We recommend you wait until the transaction is processed and posted before disputing. Pending transactions are subject to change until the final transaction amount has been processed and posted. 

However, if you realise your credit card is lost or stolen, please report it immediately via the HSBC HK Mobile Banking app or HSBC Online Banking.

Please report other lost/stolen HSBC cards (eg. debit cards) via HSBC Online Banking or our Customer Service Hotline. 

• HSBC Jade customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

While a pending transaction is deducted from your available credit limit immediately, it isn't reflected from your account balance until the merchant sends us the settlement request and we process it fully.

They're not reflected as pending transactions immediately because the authorisation process for contactless transactions is slightly different from other credit card transactions.

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

No. A pending transaction will become a posted transaction, complete with the posting date and final transaction amount, after we've received the settlement request from the merchant.

Please call us on (852) 2233 3000 if you want to dispute the transaction, or if you suspect that your credit card has been lost, stolen or misused.

While your application is still being processed, instalments will be shown as pending transactions and the instalment amount deducted from your available credit limit.

It'll be moved to an instalment plan once the merchant has processed your transaction fully.

That's because some merchants do not provide it.

The pending transaction will be removed and your credit limit will be released accordingly.

A Spending Instalment Plan lets you settle individual eligible transactions or your eligible card account balance (minimum HKD1,000) by instalment.

The only requirement is that your card account must have at least HKD1,000 of eligible balance.

Please note:

Primary cardholders can apply the balance or transactions made under Primary or Additional card via the HSBC HK Mobile Banking app and other channels.

Additional cardholders can apply for a Spending Instalment Plan for their own balance or transactions on the HSBC website or via the HSBC hotline.

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

• your selected card type is ineligible

• your card account does not have at least HKD1,000 of eligible balance
• you're an additional cardholder, rather than the primary cardholder

The following cards are ineligible:

• USD Visa Gold Card
• an undergraduate credit card
• a private label card
• RMB sub-account of a UnionPay Dual Currency Credit Card
• RMB sub-account of a HSBC Pulse UnionPay Currency Diamond Card

Please note:

Additional cardholders can apply for a Spending Instalment Plan for their own balance or transactions on the HSBC website or via the HSBC hotline.

You are eligible to apply for the Spending Instalment Plan only if you hold a personal credit card issued by us (whether a primary or an additional credit card).

The following cards are not eligible:

• USD Visa Gold Card
• an undergraduate credit card
• a private label card
• RMB sub-account of a UnionPay Dual Currency credit card
• RMB sub-account of a HSBC Pulse UnionPay Currency Diamond Card

The Spending Instalment Plan can only be applied to posted transactions billed on the current statement and posted unbilled transactions made with a card.

You must submit the application via the HSBC HK Mobile Banking app or HSBC Reward+ app at least 1 working day before the payment due date of the relevant transaction.

Ineligible transactions include but are not limited to:

• unposted, cancelled or refunded transactions
• cash advances
• instalment plan
• Octopus AAVS (Octopus Automatic Add-Value Service)
• withdrawal amount under a cash instalment plan and/or a cash credit plan
• gambling transactions
• purchase and/or reload of stored value cards or e-Wallets
• transaction at non-financial institutions (including purchase of foreign currency, money orders and travellers cheques)
• transactions at financial institutions (including purchase of merchandise and services from banks)
• wire transfers
• all fees and charges

You can apply by:

• Under 'Explore products and services', select 'Credit cards'. Then select 'Spending Instalment Plan'.

OR

• Select one of your HKD credit cards. Then select 'View more' and choose 'Create or view Spending Instalment Plan'.

Each Spending Instalment Plan application must be on an eligible balance of at least HKD1,000.

Yes. As long as you have at least HKD1,000 eligible balance or eligible transactions for instalment, you can apply for more than one Spending Instalment Plan.

Anyone who holds a personal credit card with HSBC Hong Kong can view their own 'Transaction Details' page.

Yes. It is available to all personal credit cards under all card schemes, including Visa, Mastercard and UnionPay.

Yes.

You will be able to view your transaction details (e.g. instalment information, foreign currency information) and additional merchant details, such as URL and merchant type.

Please follow these steps:

1. Log on to the HSBC HK Mobile Banking app.
2. Select a credit card.
3. Select a credit card transaction.

The additional merchant details provided are subject to the information disclosed by specific merchants and the card schemes.

Merchant details will not be available for transactions including (but not limited to): 

• bank fees and charges
• bank maintenance fees (such as card repayment, marketing rebate balance adjustment)
• Octopus AAVS transactions
• ATM transactions
• interest-free Merchant Instalment Plan
• bill payments
• payment to settle credit card statement balance or purchases with RewardCash
• credit card payments for redemptions on HSBC Reward+ eShop
• payment returns
• transactions related to Cash Credit Plan 
• reposted transactions

You can raise a query through the 'Support' tab and we'll follow up. 

Raise a query through the 'Support' tab on the HSBC HK App to get more information. If you do not recognise the transaction, please raise a transaction dispute immediately. Please refer to our guidelines for more details. 

The reference amount for low net worth is HKD50,000 (or equivalent) and low income is HKD7,500 (or equivalent). These amounts are subject to review or change without further notice.

You can buy stocks by accessing the Investment tab at the bottom of the account summary screen after log on. You can either scroll down and select "Trade Stocks" within the Product & Services section or directly click on stocks when you have existing stock holdings. Simply search for the desired stock you would like to buy and follow the buy instructions to complete your transaction.

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

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

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

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

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

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

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

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

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

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

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

Please click the links below for the product factsheets.

HK Stocks

China A Shares

US Stocks

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.  

Currently, the HSBC Investment section consists of 4 types of holdings, including securities, unit trusts, bonds and ELIs. We are now adding two more products namely Capital Protected Investment (CPI) CPI and Deposit Plus (DPS). All of your settled position will be shown under the Investment tab, except in case of CPI and DPS which shall show the nominal value.

Please be reminded that the securities holding in the HSBC Easy Invest app is now showing the executed position, which means this is reflected after the transaction is completed. The securities holding in Investment tab is reflecting the settled position.

The holding of FlexInvest will be located under the Unit Trust section of the investment tab.

The total market values is calculated by the sum of all holding balances in HKD.

This is due to difference in price used for computing market value of Stock holdings. The Stock price used for investment holding balance on the account summary screen is the closing price (T-1 or current trading-day close) applied on the settled position of Stocks; whereas the Stock price used for calculating holding value within the investment tab is the latest market price (with a delay of at least 15 minutes). However, for products other than Stocks, there is no difference in market value.

The foreign exchange rate used is both the real-time Buy/Sell rate.

Yes, joint accounts are shown in the investment tab.

The market price used to calculate the holding balance is specific to each product type. Stocks are shown with 15 minutes delay; Unit Trust will have intra-day update price from fund house; ELI and Bonds will show the T-1 closing price. The market price is not applicable for CPI and DPS.

You can access the Risk Profiling Questionnaire via the top right Profile Icon. Please click on Investment and select Risk Profiling Questionnaire.

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

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

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

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

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

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

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

ESG stands for Environmental, Social and Governance. 

ESG investing, also referred to as sustainable investing, refers to specific investment approaches that aim to generate long-term financial returns while advancing sustainable solutions and outcomes. 

ESG stands for environmental, social and corporate governance. It provides a measure which investors can use to seek and screen the sustainability of investment opportunities arising from the global response to climate change.

In October 2021, the 26^th United Nations Climate Change Conference (COP26) reviewed and reinforced the progress of the 2016 Paris Agreement. With a goal of reaching net zero emissions by 2050, ESG investments are expected to become the main trend and experience long-term growth.

The future requirements for ESGs will increase and have a more important impact on corporate performances based on market demand. Investment portfolios may become more resilient and contribute to society as a whole through the inclusion of ESGs. Investors should also note that ESG solutions do not guarantee returns on their portfolios.

ESG investment maintains a focus on financial returns, alongside environmental and social considerations. Based on our analysis, adopting an ESG approach in investment has benefited stock and bond portfolio performance over the last 10 years. Also, risk-adjusted returns in the long-term are likely to be structurally stronger as the economy transitions to sustainability. 

However, ESG investment does not guarantee or necessarily provide better performance than their peers. ESG factors don't necessarily hurt investment performance, and sustainable investment may in fact help future-proof investment portfolios against the risks associated with a transition to a more sustainable economy.

Please note past performance does not indicate future returns.

HSBC offers a comprehensive range of sustainable investment products to help clients align their sustainability objectives and financial goals. These include green, social and sustainability bonds, sustainability-linked bonds, investment funds, structured products and green certificates of deposit. 

Access our list of ESG funds by selecting the ESG search checkbox on the unit trust search tool via HSBC Online and Mobile Banking. 

You can explore our list of ESG (Green) bonds by visiting our Bond Screener page and selecting 'ESG (Green) bonds'.

Or if you're on the HSBC home page, simply go to 'Investing' and select 'Bonds/CDs'. Next, choose 'View our available bonds/CDs' and select the 'ESG (Green) bonds' tile.

From late March 2022 onwards, you will be prompted to set up a new 6-digit Mobile Banking PIN when you log on. This will replace your old Mobile Security Key password. You can find more details and FAQs here. 

This will be rolled out in phases and you'll be further notified when these changes are ready for you. Otherwise, please continue to use your Mobile Security Key password to log onto Mobile Banking or generate one-time security codes.

If you are using your Personal Internet Banking password or a Security Device to log on 

You'll need to have a valid and up-to-date mobile number and email address in our records in order to activate your Mobile Security Key.

Go to 'Profile' and choose 'Security'. Next, select 'Activate Mobile Security Key' and follow the instructions to complete the activation.

Your Security Device will be deactivated once your Mobile Security Key has been activated. You can return the device at any of our branches.

If you are asked to activate Mobile Security Key after you input your username on the HSBC HK App 

Please follow the on-screen instructions to activate Mobile Security Key. You may also find more details here. 

If you are using a Mobile Security Key password, Mobile Banking PIN or biometric authentication to log on 

You have already activated Mobile Security Key on the HSBC HK App, and you won't have to do anything. 

If you are using your Mobile Security Key password to log on to the HSBC HK App, you can switch your Mobile Security Key to a new device using our step-by-step guide. If you don't have your old device and you haven't set up a memorable answer, you'll need to give us a call.

If you are using your Mobile Banking PIN to log on to the HSBC HK App instead, please refer to our step-by-step-guide.

You are recommended to deactivate Mobile Security Key on your old device before setting up the app on a new device. Please refer to our step-by-step-guide.

Mobile Security Key is a digital version of your physical Security Device that is stored safely in your HSBC HK App. Just like a Security Device, it provides an extra layer of protection for your accounts and transactions. It can be used to generate unique one-time security codes that you can use to log on to mobile and online banking, and access a full range of banking services.

You can also enable biometric authentication with Mobile Security Key. That way, you can log on to the HSBC HK App or generate a security code to log on to online banking more quickly and easily.

Mobile Security Key is designed to work with the HSBC HK App on supported operating systems and devices. It will replace your Security Device so you don't need to carry additional devices with you to access our full range of online banking services.

You can also enjoy more security as Mobile Security Key can only be used on your chosen device.

If you are using Mobile Security Key password 

No, your Mobile Security Key can only be registered to one device at a time. If you'd like to switch your Mobile Security Key onto another device, please follow our step-by-step guide.

If you are using Mobile Banking PIN 

No, your Mobile Security Key can only be activated on one device at a time. If you'd like to switch your Mobile Security Key onto another device, please refer to our step-by-step-guide.

This is to prevent anyone else from generating a security code using your device.

It will also serve as an alternative way to log on when you can't use biometric authentication (e.g. when you're wearing a mask or gloves).

If you are using a Mobile Security Key password 

You can select 'Forgotten Mobile Security Key password?' on the log on page, then reset your password by answering your security questions and using a one-time passcode.

You'll need to have a valid and up-to-date mobile number and email address in our records in order to reset this.

If you are using a Mobile Banking PIN 

You can select 'Forgot your PIN?' on the log on page, and follow the on-screen instructions. Please refer to our step-by-step-guide.

Yes, you can change it any time on the HSBC HK App.

If you are using a Mobile Security Key password to log on, please log on, go to 'Profile', > 'Security' > 'Change password', > 'Mobile Security Key' > ‘Change password’.

If you are using a Mobile Banking PIN, please log on, go to 'Profile', > 'Security' > 'Manage security' > 'Change PIN'.

Yes, you need to use your Mobile Security Key to log on to the HSBC HK App.

Although you won't need your username and memorable answer to log on to the HSBC HK App with a Mobile Security Key, you may still need these credentials to log on to HSBC Online Banking.

Simply follow these steps, which are also shown on the HSBC Online Banking log on page. 

1. Open the HSBC HK App on your device with Mobile Security Key activated.
2. Select 'Generate Security code' from the bottom of the screen.
3. Choose 'Log on'.
4. Type in your Mobile Security Key password / Mobile Banking PIN. Alternatively, you can use biometric authentication to do this if you've enabled it.
5. Enter the security code in the field on the HSBC Online Banking log on page.

No, your Mobile Security Key is linked to your personal accounts once activated so only you can access your accounts on your Mobile Security Key-activated device. No one else can log on to their account with that device.

You can only have either a Security Device or a Mobile Security Key. You can own and activate only one at a time so as to keep your accounts secure.

We recommend choosing a Mobile Security Key so you won't need to carry an additional Security Device with you. It offers a more convenient way to access our full range of mobile and online banking services.

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

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

If you've changed your mobile number, please update your contact details via HSBC Online Banking. You'll need your Security Device or Mobile Security Key to do this. Simply log on, then go to 'Change Personal Information and Address'.

Yes, as long as you're able to receive text messages for the number in the country/region you're in. That's because we'll send an activation code to that number once you've successfully registered it in our records.

Yes, you can. The HSBC HK App follows accessibility standards so visually impaired customers can also activate and use Mobile Security Key. But if you're unsure, you can still use your Security Device which is designed for visually impaired customers.

No, your Mobile Security Key is tied to your personal device. We highly recommend that you activate your Mobile Security Key on the device you use regularly.

Once you've activated Mobile Security Key on a device, your Mobile Security Key will be linked to your personal accounts. Only you can access your accounts using that Mobile Security Key-activated device. No one else will be able to log on to their account with your Mobile Security Key-activated device.

If biometric authentication is not available on that device, you'll need to use other ways to log on, such as with your Mobile Security Key password / Mobile Banking PIN.

When you enable Touch ID in the HSBC HK App, any fingerprint stored on your device can be used to log on to the HSBC HK App. We recommend enabling Touch ID if your fingerprints are the only set stored on your device. You can always add or remove fingerprints in 'Settings' on your device.

Your fingerprints will not be stored in the HSBC HK App or anywhere within HSBC records.

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

You can either enable Touch ID when you next log on after activating Mobile Security Key, or do it later with your Mobile Security Key password / Mobile Banking PIN by going to 'Profile' and selecting 'Security' (then select 'Manage security'*).

*Only applicable if you're using a Mobile Banking PIN.

Touch ID is available on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key in order to use Touch ID for the HSBC HK App.

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

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

Your fingerprints won't be stored in the HSBC HK App or kept in HSBC records. You can go to 'Profile', choose 'Security' (then select 'Manage security'*) and use your Mobile Security Key to enable or disable Touch ID any time.

*Only applicable if you're using a Mobile Banking PIN.

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

You can disable Touch ID in by going to 'Profile' and choosing 'Security' (then select 'Manage security'*) after logging on to the HSBC HK App.

*Only applicable if you're using a Mobile Banking PIN.

Yes, your Mobile Security Key password / Mobile Banking PIN is always available. You can switch between using Touch ID and your Mobile Security Key password / Mobile Banking PIN.

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

To disable Touch ID, log on to the HSBC HK App, go to 'Profile' > 'Security' (then select 'Manage security'*).

*Only applicable if you're using a Mobile Banking PIN.

Face ID lets you log on and authorise transactions on the HSBC HK App in a simple, secure and quick way using the facial map stored on your iOS or iPadOS device. It's an easy alternative to entering your Mobile Security Key password / Mobile Banking PIN.

You can enable Face ID when you next log on after setting up your Mobile Security Key, or do it later with your Mobile Security Key password / Mobile Banking PIN by going to 'Profile' and selecting 'Security' (then select 'Manage security'*).

*Only applicable if you're using a Mobile Banking PIN.

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

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

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

Yes. You can still switch the Mobile Security Key to your new iPhone and use the app. Please use your Mobile Security Key password / Mobile Banking PIN to log on and confirm transactions.

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

Your facial map won't be stored in the HSBC HK App or kept in HSBC records. You can go to 'Profile', select 'Security' (then select 'Manage security'*) and use your Mobile Security Key to enable or disable Face ID any time.

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

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

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

*Only applicable if you're using Mobile Banking PIN.

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

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

To disable Face ID, log on to the HSBC HK App, go to 'Profile' > 'Security' (then select 'Manage security'*).

*Only applicable if you're using Mobile Banking PIN.

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

The facial map stored on your device will be used in the HSBC HK App. It will not be stored in the the HSBC HK App or within HSBC records.

Yes, you can. To enable it, you'll first need to go to your device settings and find 'Face ID & Passcode'. Choose 'Other Apps' and turn on Face ID access for the HSBC HK App.

Next, log on to the HSBC HK App. Go to 'Settings' 'Profile', choose 'Security' (then select 'Manage security'*) and enable Face ID.

*Only applicable if you're using Mobile Banking PIN.

Fingerprint ID is a easy alternative to entering your Mobile Security Key password / Mobile Banking PIN if you're on an Android™ device. You can log on and authorise transactions in the HSBC HK App with just your fingerprint.

You can either enable Fingerprint ID when you next log on after activating Mobile Security Key, or do it later with your Mobile Security Key password / Mobile Banking PIN by going to 'Profile' and selecting 'Security' (then select 'Manage security'*).

*Only applicable if you're using a Mobile Banking PIN.

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

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

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

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

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

Your fingerprints won't be stored in the HSBC HK App or kept in HSBC records. You can go to 'Profile', select 'Security' (then select 'Manage security'*) and use your Mobile Security Key to enable or disable Fingerprint ID any time.

*Only applicable if you're using a Mobile Banking PIN.

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

You can disable Fingerprint ID in by going to 'Profile' and choosing 'Security' (then select 'Manage security'*) after logging on to the HSBC HK App.

*Only applicable if you're using a Mobile Banking PIN.

Yes, your Mobile Security Key password / Mobile Banking PIN is always available. You can switch between using Touch ID and your Mobile Security Key password / Mobile Banking PIN.

When you enable Touch ID in the HSBC HK App, any fingerprint stored on your device can be used to log on to the HSBC HK App. We recommend enabling Touch ID if your fingerprints are the only set stored on your device. You can always add or remove fingerprints in 'Settings' on your device.

Your fingerprints will not be stored in the HSBC HK App or anywhere within HSBC records.

We highly recommend that you close the HSBC HK Mobile Banking app properly by going to 'Profile' and tapping 'Log off' at the bottom of the screen.

If you've installed and enabled a blue light filter app on your device, you won't be able to access the HSBC HK Mobile Banking app. That's because such apps interfere with our security measures which are designed to protect your banking information.

Please disable the blue light filter app on your device to access the HSBC HK Mobile Banking app.

You won't be able to use our app on a jailbroken / rooted device as it's less secure against fraudulent transactions.

If you want to use mobile banking, please call us on (852) 2233 3000. We can send you a Security Device or remove your Mobile Security Key from the jailbroken / rooted device for you. You can then activate your Mobile Security Key again on a device that's not jailbroken / rooted.

In the meantime, if you've enabled logging on with dual passwords, you can log on with a different device, use online banking or other ways to bank.

• Don't store your username and password on your devices.
• Install the latest anti-virus and anti-spyware software on your devices, and update them regularly.
• Avoid sharing your devices with others. Use only your own devices to log on.
• Don't leave your devices unattended after logging on to online or mobile banking. Always log off properly when your'e done.
• Wipe the data on your old devices before donating, reselling or recycling them.
• Review your transaction history in online banking if you lose a device. Call us on 2233 3000 to report the loss and any suspicious transactions. You should also enable wiping access remotely.
• Put an automatic lock on your phone so it requires a password/passcode to prevent unauthorised access to your device.
• Use only trusted Wi-Fi networks or service providers, and enable security protection such as Wi-Fi Protected Access (WPA) if you can.
• Disable Bluetooth if you're not using it, or set your device to non-discoverable mode.
• Use the original default browser on the device rather than browsers downloaded from other sources.
• Don't use a jailbroken / rooted device to log on to your banking as it may have security loopholes.
• Don't install apps or keyboards from sources you can't trust on your device. Make sure you understand the permissions you're allowing the app before installing it.
• Install updates and patches for your device as soon as you can, including any app and operating system upgrades/updates. If you can, enable data encryption on your device.
• Always enter www.hsbc.com.hk directly into the browser or use the HSBC HK Mobile Banking app downloaded from official app stores to avoid fraudulent websites and apps.
• Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this appears as a padlock next to our bank name at the top of the page. Note: this may be hidden on some screens and will show up only when you're scrolling down the page.
• Don't enable any blue light filter apps to run when you're using the HSBC HK Mobile Banking app as they may interfere with our security measures which are designed to protect your banking information.
• Don't mirror your screen so that other people can see it too.

If you saved your changes after the cut-off time, your request will be processed on the next business day. Your changes will then be reflected in the HSBC HK Mobile Banking app.

A push notification is an alert you may receive on your device from the HSBC HK Mobile Banking app if you've enabled your Mobile Security Key.

For your account eStatement/eAdvice, only the first 6 digits of your account number will be shown.

For FPS payments, only the last name and initials of the payer and the first 6 digits of your account number will be shown.

You can opt in or out of receiving push notifications at any time by changing your communication preferences on the HSBC HK app.

1. Log on to the app.
2. Select your Profile icon on the top right corner of the 'Home' page.
3. Find 'Settings and preferences' and select 'Communication preferences'.
4. Choose 'Notification preferences'.
5. Switch on/off "send me notification".
   
   You can also go to 'Notification preferences' through your message history. Simply click on the 3 dots next to an existing message, then select "change my preference", and you'd be brought to Notification preferences page where you can switch on/off "send me notification". 

Enable push notifications on your new device as soon as possible. Once you've done that, we'll send notifications to that device only.

Don't worry, sensitive information such as your account number and name are masked in push notifications for your security.

Please check if you've activated your Mobile Security Key - you'll need it to enable push notifications.

You may also be using a device or operating system that we don't currently support. For more information, please visit the Mobile Security Key page.

We send push notifications to the device on which you activated your Mobile Security Key only, for security reasons.

Yes, you'll receive push notifications for free.

Yes, you can do this by changing the language selection for your HSBC HK app.

Please note, we won't be able to change the language for any push notifications we've already sent.

You will receive these push notifications if you've opted in to receive them and if: 

1. your banking or credit card e-statement is ready
2. you’ve paid your credit card
3. your credit card bill is due
4. your mortgage repayment is due soon
5. your loan repayment is due soon
6. you receive a payment from other local banks*
7. a credit card transaction is rejected
8. we detected a possible fraudulent transaction on your credit card
9. you've made a transfer to your joint account.
    

If you've joined the HSBC Life Well+ programme, you'll also get notifications when:

1. your Apple Watch is successfully delivered
2. HSBC Life Well+ is about to start in 2 days
3. you haven't logged on the HSBC HK app for 5 days to synchronize your steps
4. to remind you to synchronise your steps  
5. you haven't synced your Fitness Fun progress
6. you've levelled up
7. you haven't logged into Well+ programme for the past month.

We may also send you notifications:

1. when there are updates from HSBC HK Mobile Banking app (including updates relating to Health and Wellness programmes)
2. on special occasions such as birthday greetings to existing HSBC policyholders
3. as we introduce more notifications over time to help you keep track of your accounts and latest updates

*Only for payments coming in through Faster Payment System (FPS) and Electronic Clearing (ECG).

There might be a couple of reasons for this.

1. You might have prevented the HSBC HK app from sending you any notifications. To allow notifications from the app, log on, then click the bell icon on the right corner of the 'Home' page. If there's a banner that takes you to device settings, then you need to follow the link and enable notifications in your device settings.
2. There might be occasionally be delays or delivery failures for notifications. This could be due to network connectivity issues or the data and battery optimization settings on your device.
3. If you’re on an Android device, Google services may be limited in some countries and territories so your device may not be able to receive push notifications  in those areas.

However, you can usually find your notifications in your notification history as well as a copy over email, too.

Once you select 'send me notifications', we'll send you a notification instead of an SMS when your credit card bill is due or you've paid your card.

Once you've logged on to the HSBC HK app, you can access your push notifications by tapping the bell icon on the top right corner of the 'Home' page.

Yes, you can.

To delete the push notification from the notification center, please follow the steps below:

• click the 3 dots at the end of the message that you wish to delete. Then you'll see an action menu on the bottom of the page
• select 'Delete' from the action menu.

If the message has been deleted successfully, it will be disappeared from the notification center.

The HSBC HK Mobile Banking app lets you open your account in less than 15 minutes. There is no need to go to the branch and submit your ID card or any other documents. As soon as you're done with Personal Internet Banking registration, you'll be able to access your account using the app or online banking.

Yes, if you meet ALL the following criteria:

1. Permanent Hong Kong resident
2. Residing in Hong Kong
3. Age 18 - 65
4. Do not hold any of the following:
   1. HSBC banking or Time Deposit Accounts
   2. HSBC Investment Accounts (e.g. account suffix 381 or 383)
   3. HSBC credit cards (including supplementary credit cards)

Not right now, but you can do it by logging on to HSBC Online Banking or by calling our customer service hotline at (852) 2233 3722 from 9am to 8pm Monday to Friday, 9am to 5pm on Saturday. You can also visit one of our branches to find out more about your account upgrade with our staff.

Yes. As long as you don't currently have any accounts or credit cards with us and you meet the other requirements, you can use the HSBC Mobile Banking app to open your account.

First you need to download the latest version of the HSBC HK Mobile Banking app. Have your HKID ready to start the process, and be ready to take a selfie as the final step. If you are US resident, we will ask you to provide further documentation and our staff will contact you for next step.

You can open a Premier or HSBC One Account. Please note that you can't use the service to open an investment account or apply for a credit card or cheque book, but you can do these things at our branches, or using online banking, or at an ATM. For investment account opening, please bring along your address proof issued within past 3 months.

EN - Yes. You'll receive your ATM card in the mail after 4-6 working days (Monday to Friday, except Saturday, Sunday and Public Holiday). You'll get a separate mail with your ATM pin to activate your card.

You'll need to wait until you receive your ATM PIN, and use that to register for Personal Internet Banking.

Please visit one of our branches to open your investment account. You'll need to bring along address proof issued within the past 3 months.

You'll see a confirmation message when you finish the account opening process. In addition, we'll send a welcome SMS to your registered mobile number, followed by a welcome email to your registered email address within 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday).

Please wait patiently, our staff will contact you with 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) to help you with the application. We might need you to provide some supporting documents or answer some follow-up questions.

First, please make sure you have entered the correct mobile phone number. If the number is correct, request another code. Please note, we will send a maximum of 3 SMS codes to the same mobile number. After that, you'll need to wait 120 minutes to try again.

If you closed the window before you received your account number, you'll need to start a new application. If you closed the window after receiving your account number, you'll need to wait for your ATM card and PIN to arrive in the mail.

There is no minimum account balance for HSBC One Account. For HSBC Premier, your Total Relationship Balance must be at least HKD1,000,000, or a monthly service fee will be charged.

Yes integrated account supports HKD savings and current accounts, and 11 major foreign currency savings accounts, including RMB.

If you saw an account number after the final step, it means your account has been opened successfully. You will receive your ATM card soon.

If you didn't see an account number, please wait 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) for our staff to contact you for more support.

As soon as you open your account and register for Personal Internet Banking, you can start depositing money. However, please note that it will be 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) before you can withdraw money from your new account.

Yes. Data security is our top priority. We strive at all times to ensure that your personal data is protected against unauthorised or accidental access, processing or erasure. We maintain this commitment to data security by implementing appropriate physical, electronic and managerial measures to safeguard and secure your personal data.

Your signature is required before you can order a chequebook. Please visit one of our branches to submit your signature in person.

Your selfie and HKID card copy will be transferred to TransUnion Limited where it will be held for 7 days and then deleted.

Mobile Cash Withdrawal lets you enter your cash withdrawal instructions in just a few steps on the HSBC HK Mobile Banking 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.

If you've downloaded the HSBC HK Mobile Banking 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.

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.

You can make a Mobile Cash Withdrawal by following these steps.

1. Select 'Mobile Cash Withdrawal' directly from the bottom of your HSBC HK App. Or after logging on, then go to 'Pay & Transfer'. You can also stay on 'Home' and scroll down to 'Explore products and services', then select 'Mobile Cash Withdrawal'.
2. Choose the ATM you want to withdraw from, and if prompted, the location of the ATM.
3. Choose the account you want to withdraw from, enter the amount and select 'Continue'.
4. Press the 'Mobile Cash Withdrawal' button or the 'UnionPay QR Withdrawal' button on the ATM to generate a QR code.
5. Scan the QR code on the ATM screen.
6. Follow the steps on the ATM screen to collect your cash at the ATM.

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 Mobile Banking app and follow these steps:

1. Stay on 'Home' and select your HSBC HK Mobile Banking profile in the top right corner of the screen.
2. Choose 'Pay and transfer'.
3. Select 'Small-value payment limit' and adjust it.

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 on the HSBC HK Mobile Banking app. Log on and follow these steps:

1. Stay on 'Home' and select your HSBC HK Mobile Banking profile in the top right corner of the screen.
2. Choose 'Pay and transfer'.
3. Select 'Overseas ATM withdrawal limit'.
4. Choose the HSBC UnionPay ATM card you want to set the limit for and adjust it.

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.

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.

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.

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 Mobile Banking app customer
• have activated your Mobile Security Key

If your account has been debited but the ATM can't dispense any cash, please call us so we can resolve the issue for you.

Yes, you can use Mobile Cash Withdrawal at a non-HSBC Group ATM in mainland China that supports the UnionPay QR Code Withdrawal service through the HSBC HK Mobile Banking app.

You can withdraw RMB from your HKD account linked to your HSBC UnionPay ATM card. Please activate your overseas ATM withdrawal limit before you travel to mainland China.

Simply select 'Non-HSBC Group ATM in Hong Kong/China', and select 'Mainland China' as your region.

Kindly note that overseas withdrawal charges will apply. There may be additional fees and charges imposed by the operating bank of the ATM for withdrawals made via the UnionPay network.

There are many non-HSBC Group ATMs that support the UnionPay QR Code Withdrawal service in mainland China. However, 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. Alternatively, you can use your HSBC card instead.

You may reset password, security question and answer on the HSBC HK App. Please make sure you have a valid mobile number and email address registered with us. You'll need to provide bank account number, ATM PIN and identification document number that you've maintained in our bank record. You’ll then be requested to input a SMS verification code sent by us for verification. You’ll be able to reset password, security question and answer after verification. 

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.