Chat with your Relationship Manager

Get in touch with them via online banking and mobile banking, WhatsApp and WeChat.

HSBC HK
Ways to bank
Chat with your Relationship Manager

Dedicated support at your fingertips

HSBC Premier Elite and HSBC Premier customers can chat with their Relationship Manager and team during service hours, for free. You can contact them via the HSBC HK Mobile Banking app, HSBC Online Banking, WhatsApp or WeChat.

Chat with your Relationship Manager and team today about any banking enquiries you may have.

Chat with your Relationship Manager and team

Via the HSBC HK Mobile Banking app
Via HSBC Online Banking
Via HSBC HK RM Chat (WhatsApp and WeChat)

Things you need to know

Who can use the service?

You can use this service if you're an HSBC Premier Elite or Premier customer with a Relationship Manager.

To chat with your Relationship Manager and team via the HSBC HK Mobile Banking app or HSBC Online Banking, you'll need to be registered for mobile banking and online banking respectively.

To do so via WhatsApp or WeChat, you'll need to download those apps via the app store on your mobile device and to have a valid mobile number registered with us.

You can use this service to:

ask general questions about our services and products
find support for designated account, transaction or application queries*
schedule face-to-face or Zoom appointments with your Relationship Manager

*We may only be able to offer limited account services

You can chat with your Relationship Manager and team via the HSBC HK Mobile Banking app, HSBC Online Banking, WhatsApp or WeChat between these hours*:

Mondays to Fridays: 9:00am to 4:30pm
Saturdays: 9:00am to 1:00pm

*Unless otherwise specified

Outside of these hours, our designated 24/7 chat agents are available to support you with your banking needs via 'Chat with us' on the HSBC HK Mobile Banking app or in HSBC Online Banking.

Chat services – Chat with RM and team via the HSBC HK Mobile Banking app and HSBC Online Banking

HSBC HK RM Chat via WhatsApp and WeChat

Terms and conditions

HSBC HK Mobile Banking app

To start chatting with your Relationship Manager and team, log on to the HSBC HK Mobile Banking app and go to 'Support'.

Don't have the app yet? You can download it from our mobile banking page.

Get started

Step 1

Log on to the HSBC HK Mobile Banking app and go to 'Support'.

Step 2

Select 'Contact HSBC Premier Elite' or 'Contact HSBC Premier', whichever is on your screen.

Step 3

Select 'Chat with RM and team'.

Step 4

You can start chatting with your Relationship Manager and team right away! You'll need to accept the Chat service terms of use when you use this service for the first time.

HSBC Online Banking

To connect with your Relationship Manager and team online, log on to HSBC Online Banking and select 'Chat with us'.

Not registered for HSBC Online Banking yet? You can learn more about it and register for it on our online banking page.

Get started

Step 1

Log on to HSBC Online Banking.

Step 2

Select 'Chat with us', and you'll be connected to your Relationship Manager, or our chat agents if you're outside service hours.

You'll need to accept the Chat service terms of use when you use this service for the first time.

Step 3

Enter 'RM' to let us know you want to chat with your Relationship Manager and team, and we'll connect you with them.

HSBC HK RM Chat (WhatsApp and WeChat)

You can now chat with your Relationship Manager and team through WhatsApp and WeChat. This means you can reach them more easily for more exclusive support.

To get started, you'll first need to register for this service on the HSBC HK Mobile Banking app, or at a branch.

Register for HSBC HK RM Chat via HSBC HK Mobile Banking app

Log on to the HSBC HK Mobile Banking app.
Go to 'Support', and select 'Contact HSBC Premier Elite/ HSBC Premier'.
Choose 'Chat with RM via WhatsApp' or 'Chat with RM via WeChat' and complete a simple registration process.

Once you've registered for the service, you can start chatting with your Relationship Manager and team in WhatsApp or WeChat.

If you're using the HSBC HK Mobile Banking app - Lite Mode, go to the ‘Help’ page and select 'Chat with RM via WhatsApp/WeChat’.

WhatsApp onboarding steps

Step 1

Log on to the HSBC HK Mobile Banking app. Go to 'Support' and select 'Contact HSBC Premier Elite / HSBC Premier'. Next, choose 'Chat with RM via WhatsApp'.

Step 2

Read and accept the terms and conditions.

Step 3

Verify your contact details, then select 'Continue', and open WhatsApp. You'll receive an invitation from HSBC HK RM Chat.

Step 4

Select 'View message', and we'll send you a 6-digit One-Time PIN (OTP) via SMS. Enter the OTP in the chat to verify your identity. You must complete the OTP verification within 15 minutes. Once you've done that, you can start chatting with your Relationship Manager and team.

WeChat onboarding steps

Step 1

Log on to the HSBC HK Mobile Banking app. Go to 'Support' and select 'Contact HSBC Premier Elite / HSBC Premier'. Next, choose 'Chat with RM via WeChat'.

Step 2

Read and accept the terms and conditions.

Step 3

Verify your contact details, then select 'Continue', and open WeChat. In WeChat, go to 'Discover'. Search for and download the 'Symphony Communication' Mini Program. Read and accept the Symphony terms and conditions.

Step 4

We'll send you a 6-digit One-Time PIN (OTP) via SMS. Enter the OTP in the chat to verify your identity. You must complete the OTP verification within 15 minutes. Once you've done that, you can start chatting with your Relationship Manager and team.

Register for HSBC HK RM Chat at an HSBC HK Branch

First, contact your Relationship Manager through other ways such as by phone, email or 'Chat with RM and team' on the HSBC HK Mobile Banking app or in HSBC Online Banking.

Your Relationship Manager will arrange to meet you at a branch to complete the onboarding process for the service.

Frequently asked questions

This function is available to HSBC Premier Elite and Premier customers who have an assigned Relationship Manager only. If you wish to use this service, please contact us to learn more about applying for it.

Yes, you'll still be able to access our chat services outside of Hong Kong.

However, we may not be able to proceed with any queries you may have that involve product purchases due to cross-border rules and regulations.

You'll first need to register for the HSBC HK RM Chat service. You can register via the HSBC HK Mobile Banking app.

Alternatively, you can contact your Relationship Manager, and meet with them to register at a branch.

No, you'll need to download the WhatsApp or WeChat app via the app store on your mobile device to use this service.

Our service name is 'HSBC HK RM Chat'. You'll receive a WhatsApp invitation message from us from one of 7 registered numbers ranging from +852 2233 3083 to +852 2233 3089. You'll also see a green tick next to the service name, indicating that it's a verified business account under WhatsApp.

If you're still unsure whether the invitation is from us, you can check it with your Relationship Manager.

A WeChat Mini Program is an application that can be used in WeChat. It lets us provide our services on WeChat.

We've used the Symphony Communications Mini Program to ensure that Tencent won't have access to our data, so our customers' privacy remains protected.

When you change your mobile number, you'll be deregistered from 'HSBC HK RM Chat' automatically. You'll need to update your latest mobile number online or in branch. See steps on how to register via the HSBC HK Mobile Banking app.

If you need further assistance, reach out to your Relationship Manager and team. They can meet with you to help you register at a branch.

Read more Chat with your Relationship Manager FAQs

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