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
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.
What can I use this service for?
What are the service hours?
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.
Log on to the HSBC HK Mobile Banking app and go to 'Support'.
Select 'Contact HSBC Jade' or 'Contact HSBC Premier', whichever is on your screen.
Select 'Chat with RM and team'.
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.
Log on to HSBC Online Banking.
Select 'Chat with us', and you'll be connected to your dedicated Relationship Manager, or our chat agents if you're outside service hours.
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
You'll receive an invitation via WhatsApp.
Select 'View message' and you'll be sent a 6-digit One-Time Passcode (OTP) via SMS automatically.
Enter the OTP to verify your identity.
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
Open WeChat and go to 'Discover'. Search for and download the 'Symphony Communication' Mini Program. Read and accept the Symphony terms and conditions.
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.
Enter the 6-digit SMS OTP sent by HSBC in the chat to verify your identity.
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
Why can't I see a 'Chat with RM and team' function?
Can I access HSBC chat services outside of Hong Kong?
How can I start chatting with my Relationship Manager via WhatsApp or WeChat?
Can I still use the HSBC HK RM Chat service if I don't have WhatsApp or WeChat?
How will I know that the WhatsApp invitation I received for HSBC HK RM Chat is from HSBC?
What is a WeChat Mini Program and how does it relate to HSBC HK RM Chat?
I have changed my mobile number to a new number that's different to what's in the bank's records. What will happen to my HSBC HK RM Chat?
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