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 Jade and Premier customers can chat with their dedicated 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 Jade or Premier customer with an assigned 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

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 Jade' 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 dedicated 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 for a more exclusive and easier experience.

To get started, please contact your Relationship Manager through other ways first—such as by call, email, 'Chat with RM and team' on the HSBC HK Mobile Banking app or HSBC Online Banking.

Your Relationship Manager will arrange a meeting with you in branch for completing the onboarding process.

WhatsApp onboarding steps

Step 1

You'll receive an invitation via WhatsApp.

Step 2

Select 'View message' and you'll be sent a 6-digit One-Time Passcode (OTP) via SMS automatically.

Step 3

Enter the OTP to verify your identity.

Step 4

Once you've verified your identity successfully, please read the HSBC HK RM Chat terms and conditions carefully. If you accept them, respond '#Yes' in the WhatsApp chat and you'll be ready to chat with your Relationship Manager and team.

WeChat onboarding steps

Step 1

Open WeChat and go to 'Discover'. Search for and download the 'Symphony Communication' Mini Program. Read and accept the Symphony terms and conditions.

Step 2

Select the mobile number that you've registered with us. Next, verify your identity with the One-Time Passcode (OTP) sent by WeChat via SMS. Please note that you won't be able to connect with Symphony Communication using a mobile number that has not been registered with us.

Step 3

Enter the 6-digit SMS OTP sent by HSBC in the chat to verify your identity.

Step 4

Once you've verified your identity successfully, please read the HSBC HK RM Chat terms and conditions carefully. If you accept them, respond '#Yes' in the chat and you'll be ready to chat with your Relationship Manager and team.

Frequently asked questions

This function is available to HSBC Jade 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.

Let your Relationship Manager know that you prefer to chat with them via WhatsApp and/or WeChat. They will arrange a meeting with you in branch shortly and will guide you through how to get started.

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.

You'll be offboarded from the HSBC HK RM Chat service automatically. Please update the mobile number registered in our records. You can do so via HSBC Online Banking, at a branch, by mail, or through our customer service hotline.

Once you've updated it, you can contact your Relationship Manager who can guide you through the HSBC HK RM Chat service onboarding process again.

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Notes

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