Online Banking

We offer two log on options for HSBC Online Banking to give you greater flexibility and convenience.

With memorable answer (if applicable^*) and password, you can access these services:

Account information

• eStatement and eAdvice
• Real-time account balance
• Transaction history

Banking services

• Transfers (to yourself or to registered accounts)
• Apply debit card
• Time deposits
• Foreign currency exchange
• Mortgage services
• MPF/ ORSO services

Insurance services

• Insurance policy overview
• Family Protector
  
• Travel insurance
• FirstCare Plus Medical insurance
• Hospital Cash insurance
• Accident insurance
  
• Home insurance
• Fire insurance
• Helper insurance
  
• Motor insurance

^*If the new log on enhancements to HSBC Online Banking are already available to you, your memorable answer will no longer be needed. Learn more.

With Mobile Security Key or Security Device log on, you can access all services above, plus:

Banking services

• Transfers (to non-registered accounts)
• Global View (HSBC Jade/Premier/One customers only)
• Bill payment
• ATM PIN Request
• Account opening
• Credit card PIN request
• Chequebook ordering

Investment services

• Investment portfolio overview
• Wealth management portfolio overview
• Stocks trading
• IPO
• Corporate actions
• Stocks alerts
• Stock monthly investment plan
• Unit trusts
• Unit trust monthly investment plan
• Deposit Plus
• Equity Linked Investments and Structured Notes
• Structured investment deposits
• Bonds / Certificates of Deposit
• Gold trading

• Credit card application
• Virtual card spending limit change
• Personal loan application
• Credit card limit increase
• Block and unblock card
• Octopus AAVS
• Report lost and card replacement
• Card activation

Personal Settings

• eAlert service registration
• Update personal information
• autoPay set up or modification

You have the choice of English and Chinese. You can select your language preference any time.

Yes. It's available around the clock, seven days a week. However, some transactions can only be processed during certain hours:

To use Online Banking from a computer, you'll need an internet connection and a popular browser installed like Microsoft Edge, Firefox, Chrome or Safari.

You'll also need to have Cookies and JavaScript enabled on your browser.

You can also download the HSBC Mobile Banking App to access Personal Internet Banking via your mobile device.

If you have an HSBC account, credit card, MPF or ORSO Defined Contribution Scheme account, you can register online with your ATM or phone banking PIN/SMS One time passcode.

Otherwise, please contact your nearest HSBC branch.

Once you've registered online you can use Personal Internet Banking immediately. If you have questions call Customer Services:

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

Lines are open 9am-8pm (Mon-Fri) and 9am-5pm (Sat)

No. You must have an existing bank, MPF or ORSO Defined Contribution Scheme account with HSBC in Hong Kong.

If you only have an HSBC MPF and/or ORSO Defined Contribution Scheme account, you can only use the MPF/ORSO related features in Online Banking.

You will also need either an ATM PIN, a phone banking PIN, an HSBC credit card PIN or SMS One Time Passcode (OTP)- this will be sent to you via SMS text message during the registration process and is only valid for a short period of time.

Please note, you do not need to register to apply online for an HSBC Personal Loan, TravelSurance, HomeSurance or AccidentSurance cover.

Please visit any HSBC branch to open an account.

For Online Banking customer, you can request ATM PIN and credit card PIN. Please login Online Banking, click “Request ATM/credit card PIN” under “My Banking”

Also, you can contact a customer service officer at your HSBC branch for more information or call our hotline:

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

Please try again. Make sure you have the correct account number and associated ATM or phone banking PIN as well as the latest identification document number that you provided when you opened your account.

This is the name you use for identification when accessing Online Banking. 

Each Username must be unique and should be different from the username you use on other websites. It should be 5-15 characters long and you may use a combination of numbers (0-9), and/or upper and lower case letters (A-Z, a-z), and/or special characters such as (@), underscore (_), hyphen (-), apostrophe (') and period (.). Other special characters will not be accepted.

This is your secret word or code used to log on to HSBC Online Banking.

Your secret password should be 8-30 characters long. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), underscore (_), apostrophe ('), period (.), hyphen (-), question mark (?), exclamation mark (!), the dollar sign ($), asterisk (*) and the equals sign (=).

This is an extra level of security you need to activate if you don't log on with a Security Device / Mobile Security Key.

Your second password should be within 8-30 characters, it may contain letters (A-Z, a-z), and/or numbers (0-9). You'll be asked to enter 3 characters of your password randomly when you log on.

If the new log on enhancements to HSBC Online Banking are already available to you, you'll be asked to enter your password in full instead. Learn more

Yes, if your MPF account is your only account. However, if you have an HSBC account or credit card with an associated ATM or phone banking PIN, please choose one of them in order to use these accounts in Online Banking, in addition to your MPF account.

You can start trading instantly.

You can use the account number at the bottom of your Super Ease card, not your Visa card number. Then select phone banking or ATM - whichever is appropriate - together with the corresponding PIN. 

If your Super Ease account is a joint account enter your Super Ease card issue number. However, this number may not be shown on some Super Ease cards. In this case, please check with your nearest HSBC branch.

The user number is the number used to identify individual holders of a phone banking service joint account. It is a two-digit number.

No. For example, 'Both to Sign' joint accounts and loan accounts are not. Call Customer Services at (852) 2233 3000 for more details.

You can add the new account to the Online Banking after it is open.

Please note, new accounts will be available to be added to Online Banking on the day after an account is opened.

Once you are back online check your account balances and transaction history. If you think there's a problem, call Customer Services: 

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

Lines are open 9am-8pm (Mon-Fri) and 9am-5pm (Sat)

You will receive confirmation immediately after registration. You can also enter your username and password to see if you can log on.

Online Banking is free for all our customers. Naturally, some specialised transactions do incur fees: 

* There is no charge from us if you pay money to, or receive money from accounts from other banks via FPS, but other banks may have different charging policies.

For your credit card account or investment account, you can view transactions for the last 60 calendar days.

For your current account, savings account or Gold Account, you can view transactions that have taken place since your last bank statement.

If you have a Passbook Savings account we'll show you any transactions that have not yet been printed on your passbook. However, if there are more than 28 transactions to display these transactions will be summed up and shown as Net Back items in the transaction history. You will not be able to view the individual details of these transactions.

HSBC Online Banking service will work with most internet browsers. For the best experience we recommend:

• Chrome (latest version)
• Firefox (latest version)
• Microsoft Edge (latest version)
• Safari (latest version)

Although our Online Banking pages are built to meet all relevant web standards, using some older web browsers may cause minor display errors or prevent you from completing tasks online. Updating your browser to the latest version should resolve these issues.

If you prefer not to upgrade now, you can continue to use Online Banking securely, but you may encounter errors on displayed pages.

You may notice a message about blocking a popup window from browser as some functions will pop to a new window (e.g. access to other global-linked countries). Please disable the popup blocker function from the browser in order to access such functions.

Although our Personal Internet Banking pages are built to meet all relevant web standards, using some older web browsers may cause minor display errors or prevent you from completing tasks online. Updating your browser to the latest version should resolve these issues.

If you prefer not to upgrade now you can continue to use Personal Internet Banking securely, but you may encounter errors on displayed pages.

You can find more details and FAQs here.

These changes will be rolled out in phases and you'll be further notified when these changes are ready for you.

Please call us on:

HSBC Jade customers
(852) 2233 3033

HSBC Premier customers
(852) 2233 3322

Other customers
(852) 2233 3000

If you forget a password, please click Forgot your password(s)? and then follow the instructions on screen.

Your username is the name you use for identification when logging onto Online Banking and to protect your security choose one that you don't use for any other site.

Your username should be 5-76 characters. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), period (.), underscore (_), hyphen (-) and apostrophe ('). 

Your secret password should be 8-30 characters long. You can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), underscore (_), apostrophe ('), period (.), hyphen (-), question mark (?), exclamation mark (!), the dollar sign ($), asterisk (*) and the equals sign (=).

A 'memorable answer' is only needed when you want to log on to HSBC Online Banking to access certain services without using your Security Device / Mobile Security Key. It should consist of 6-36 characters and you can use a combination of numbers and letters. You can also use the following special characters: the at sign (@), underscore (_), apostrophe ('), period (.), hyphen (-) and question mark (?).

The memorable answer option will no longer be needed once the new log on enhancements to HSBC Online Banking are available to you. Learn more.

You can change your password at any time but your new password must be different from your username. 

You can only change your username by cancelling your existing Personal Internet Banking registration, waiting two working days, then re-registering with a different username. You can cancel your registration by submitting a completed cancellation request form to a HSBC branch in Hong Kong.

Download the Personal Internet Banking cancellation request form (PDF)

You should enter the number of the identification document you gave to the bank when you first opened the account or the credit card you'd like to register for Personal Internet Banking.

If you have registered with Online Banking and you can't log in, first double-check you entered your details correctly. If you still can't log on, write down the error message and call Customer Services:

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

Change your Personal Internet Banking password immediately then call Customer Services:

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

You play a significant role in your own security. Choose a username and passwords that are difficult for others to guess and keep them confidential.

You should also disable the auto-complete feature on your browser. While this tool can save you a bit of time when entering your Online Banking details, it also makes it easier for others to discover your username and other details.

To protect your data, you should avoid visiting other websites while you're logged onto Online Banking. When you've finished using Online Banking log off from the service then close your internet browser.

You can usually view the browser security option to check the encryption method being used.

You can usually click the "security lock icon" at the address bar while browsing HSBC Online Banking site and check the certificate information is displayed with one of the following domain names as issued to:

• www.ebanking.hsbc.com.xx
  
• www#.ebanking.hsbc.com.xx
• www.ebanking.hsbc.co.xx
• www.ebanking.xx.hsbc.com
• www.ebanking.hsbc.xx
• www.ebankinglocal.hsbc.co.xx

(where "xx" represents specific country/region code and "#" represents server alias.) Issued by = www.VeriSign.com/CPS Incorp.by Ref. LIABILITY LTD.(c)97VeriSign Valid from = "?is a valid date (Check if this certificate is within a valid date).

By signing up for this service you can manage your statements and advice messages through mobile or online banking anytime, anywhere.

This environmentally friendly service helps you cut paper clutter. You'll also get your account information faster. You still have the option to print eStatements and eAdvice for your records and can also save the files to your computer.

• Free of charge
• Simple to use - simple online service registration and automatic registration for newly-opened accounts.
• Secured platform - single secured platform for various account statements and advices.
• Timely and convenient - access your eStatements anytime, anywhere once they are uploaded.  You can view and download* eStatements up to 7 years (84 months), and eAdvice for the past 3 months.

   *Available on online banking only

• Thoughtful reminders - get push notification, email and/or SMS alerts when the latest eStatements are uploaded.

Banking

(Items 1-44, 49-79  : Retrieve eStatement up to 7 years (84 months) and eAdvice up to 3 months, except item 11,65 & 74-79  eAdvice  – It can be retrieved up to 12 months

Items 45-48 : Retrieve eStatement up to 2 years (24 months) )

1. HSBC Jade monthly eStatement+
2. HSBC Premier account eStatement+
3. HSBC Advance account eStatement+
   
4. Personal Integrated Account eStatement+
   
5. Current account eStatement+
   
6. SuperEase account eStatement+
   
7. Cash Card Account eStatement+
   
8. University Student Account eStatement+
   
9. HK Dollar Statement Savings Account eStatement+
   
10. Consolidated eStatement for Savings Account
11. Monthly HIBOR-based Mortgage Plan Repayment eAdvice
12. Time deposit maturity eAdvice
13. Inward remittance eAdvice
14. Inward interbank fund transfer eAdvice
15. Outward interbank fund transfer eAdvice
16. Confirmation for credit transaction eAdvice
17. Confirmation for debit transaction eAdvice
18. Interest rate change eAdvice
19. Outward Remittances eAdvice
20. Outward Remittances Charges eAdvice
21. Cheque Purchase eAdvice
22. Cheque for Collection - Credit eAdvice
23. Time Deposit Interim Interest Payment eAdvice
24. Time Deposit Placement Confirmation eAdvice
25. Time Deposit Change of Maturity Date eAdvice
26. Confirmation of autoPay instruction
27. Unauthorised Overdraft eAdvice
28. Unauthorised Overdraft Charge eAdvice
29. Unpaid Standing instructions Warning Letter eAdvice
30. Super Ease Reminding eAdvice
31. Returned Cheque eAdvice
32. Summary listing of deposits and withdrawals eAdvice
33. Internet Banking Registered Transfer Account eAdvice
34. Reminder on inactive account eAdvice
35. Reminder on reactivation of inactive passbook savings account eAdvice
36. Reminder on reactivation of inactive account eAdvice
37. Handling of inactive passbook savings account eAdvice
38. Inactive passbook savings account closure eAdvice
39. Update of FPS default account notification
40. Deregistration from FPS notification
41. Fund transfer credit advice
42. Payment return advice
43. Fund transfer refund advice
44. CombiNations Statement Savings Account eStatement+
45. Foreign Currency Current Account eStatement+
46. RMB Savings Account eStatement+
47. Revolving Credit Facility eStatement
48. Mortgage Account Quarterly eStatement^
49. Credit Interest eAdvice 
50. Certificate of Balance eAdvice 
51. Super Ease Account (Overdraft) Balance eAdvice 
52. Super Ease Account Balance eAdvice 
53. Super Ease Account Important Notice eAdvice
54. Summary of Overseas ATM Cash Withdrawal eAdvice 
55. Mortgage Loan Account Instalment Change eAdvice
56. Personal Instalment Loan Overdue First Reminder eAdvice 
57. Personal Instalment Loan Overdue Second Reminder eAdvice
58. Personal Instalment Loan Overdue Third Reminder eAdvice
59. Personal Instalment Loan Overdue Final Reminder eAdvice 
60. Mortgage Loan Account Overdue First Reminder eAdvice 
61. Mortgage Loan Account Overdue Second Reminder eAdvice 
62. Mortgage Loan Account Overdue Third Reminder eAdvice 
63. Mortgage Loan Account Overdue Final Reminder eAdvice
    
64. Overdraft Protection eAdvice
65. Monthly HIBOR-based mortgage plan repayment (with company interest subsidy) eAdvice 
    
66. Mortgage related fire insurance policy pre-renewal arrangement notice eAdvice 
    
67. Mortgage related fire insurance policy renewal notice eAdvice 
    
68. Mortgage related fire insurance policy renewal reminder eAdvice 
    
69. Mortgage related fire insurance policy renewal confirmation eAdvice 
    
70. Cheque purchase return / correspondent bank charges eAdvice 
    
71. Cheque for collection eAdvice 
    
72. Mortgage Loan Annual Interest eStatement
73. Clean Credit minimum repayment overdue reminder eAdvice (effective 26 Jun 2022)
74. Clean Credit confirmation eAdvice (effective 26 Jun 2022)
75. Secured Credit and Clean Credit confirmation eAdvice (effective 26 Jun 2022)
76. Secured Credit confirmation eAdvice (effective 26 Jun 2022)
77. Repayment overdue reminder eAdvice (effective 18 Sep 2022)
78. Mortgage Loan Account overdue reminder eAdvice (effective 18 Sep 2022)
79. 100% Personal Loan Guarantee Scheme Loan overdue reminder eAdvice (effective 18 Sep 2022)

Investments (Retrieve eStatement up to 2 years (24-months) and eAdvice up to 3 months, except item 8 eAdvice  – It can be retrieved up to 24 months)

1. Investment services/Securities account - composite eStatement *#
2. Securities purchase and sales eAdvice * #
3. Corporate Action eAdvice *#
4. Risk Profiling Questionnaire eReport
5. Unit Trust Contract Note eAdvice *#
   
6. Stocks Monthly Investment Plan eAdvice *#
7. Important updates on investment products under the HSBC GBA Wealth Management Connect Southbound Services eAdvice
8. Unit Trust Corporate Action eAdvice *#
9. Time Deposit instruction amendment confirmation (SID) eAdvice * (effective 26 Jun 2022)
10. Time Deposit placement confirmation (SID) eAdvice * (effective 26 Jun 2022)
11. Structured Investment Deposit confirmation eAdvice * (effective 26 Jun 2022)
12. Structured Investment Deposit bonus / interest payment eAdvice * (effective 26 Jun 2022)
13. Structured Investment Deposit instruction amendment confirmation eAdvice * (effective 26 Jun 2022)
14. Structured Investment Deposit early redemption eAdvice * (effective 26 Jun 2022)
15. Structured Investment Deposit uplift on call date / early termination date eAdvice * (effective 26 Jun 2022)
16. Structured Investment Deposit maturity eAdvice * (effective 26 Jun 2022)
17. Deposit Plus placement confirmation eAdvice * (effective 26 Jun 2022)
18. Deposit Plus disposal eAdvice * (effective 26 Jun 2022)

Cards (We will accumulate eStatements up to 7 years (84 months). If an eStatement within the past 84 months is not displayed, you can request a paper statement and the fee will be waived.; eAdvice retrieval up to 3-mths, except item 7 eAdvice  – It can be retrieved up to 12 months)

1. Credit card eStatement+
2. Credit Card Activation eAdvice
3. Credit Card Overlimit Opt-out Arrangement eAdvice
4. Credit Card Credit Limit Increase Notification eAdvice
5. Credit Card Standing instruction set up eAdvice
6. Credit Card Credit Balance Transfer eAdvice
7. Credit Card repayment overdue reminder eAdvice (effective 18 Sep 2022)

Note:

* Due to regulatory requirements, for investment related eStatements and particular eAdvices, you can view via HSBC Internet Banking and receive them in your designated email address protected by password.

# Particular purchase and sales advice, Corporate Action advices and certain investment statements (e.g. securities margin trading statements) will be delivered to you in paper.

+ Once you've registered for Personal Internet Banking, you'll no longer receive banking and credit card statements by email. Instead, you’ll be able to view your eStatements in the HSBC HK App or Online Banking. If you're a green cardholder with a Personal Internet Banking profile, you can view your eStatements using the app or Online Banking. They'll also be sent to your designated email address, protected by a password.

^Effective from 1 Mar 2017.

More eStatements and eAdvices will be made available by phases at a later stage.

You can apply online by going to eStatement and eAdvice under My HSBC. Your registration will be effective immediately.

No. Once you've registered, the service will apply to all new accounts you open with us.

Yes, registration for an 'either-to-sign' joint account can be done by either person.

Once you've registered your joint account, the other holder will no longer get paper statements or advice slips. If they want to receive these, they will need to register for eStatements and eAdvice.

Yes. You can use the service for selected accounts only by going to Maintain Online Account then eStatement and eAdvice. For green cardholders, if you uncheck the account for online access your eStatement will be sent to your designated password- protected email address.

You should receive eStatements or eAdvice the day following the statement or advice generation date. To keep these records for future reference, you can download the files and save them to your computer.

We will send a push notification, email and/or a SMS text message when new files are ready. Keep your email address and mobile phone number up to date through Online Banking to make sure you keep receiving these reminders.

We recommend you check your email account or Personal Internet Banking profile often to read the latest eStatements and eAdvice slips and check for any necessary actions.

No, we will no longer send you paper copies of these files.

All eStatements and eAdvices are in Portable Document Format (PDF). If you are using Google Chrome / Apple Safari / Firefox / Microsoft Edge, you should be able to view the PDF directly in your browser upon selecting it. If this doesn't work, you might be using an older version of the browser. Please update it and try again.

If updating your browser still doesn't work, please install Acrobat Reader on your computer.

On your computer, simply select the eStatement / eAdvice you want to view or save. The document will start downloading automatically.

Where your document will be downloaded to will depend on what browser you're using.

Your downloaded eStatement/eAdvice files contain sensitive account and personal information. We recommend you keep them in a secure location on your computer, and avoid using public computers to bank online.

You can download and install the Chinese Traditional Font pack files from the Adobe website.

Some email providers may treat the email sent from HSBC as potential spam. We recommend you add our email address to your address book to solve the problem.

Log on to Online Banking to terminate the service. Once you've cancelled the service, we'll send you statements and advice slips by post.

Log on to Online Banking to change your designated email address at any time whenever it is changed to avoid missing receiving eStatements and eAdvice.

We recommend you update your email address when you change it to make sure you receive them.

If you have not yet set up your own password, we'll protect your files with a pre-set password.

The password will be a 9-digit password containing:

Part 1 -The last digit of your month of birth and last 2 digits of your year of birth 
Part 2 -The first 3 alpha numeric characters of your Hong Kong Identity Card (HKID) or passport number
Part 3 -The last 3 digits of your mobile phone number provided for our record

Password example
Date of birth: 17 / 12 / 1985
HKID number: A123456(7)
Mobile phone number: 98785432

Your password for the first time log in will therefore be: 285 A12 432

For security reasons, we will request you to change this password when you first logon to the system to view your eStatement / eAdvice.

EBPP is a one-stop platform for receiving, paying and managing bills via Online Banking.

You can enrol via Online Banking. After the merchant confirms your enrolment request you’ll be able to view your eBill and make a payment on the same platform.

Yes, as long as the merchant allows third party enrolment. To enrol someone else’s eBill, you’ll need to provide the bill owner’s personal information, such as date of birth (month and year) and a partial identity number. The merchant will then validate the bill owner’s information and get their consent.

No more than 60 days. You’ll get updates on the status of your enrolment request through your Online Banking email inbox.

You can log on to Online Banking and view the eBill Summary & Payment page to check for new bills. The bank will not send a notification when bills arrive.

Each eBill record will be retained for up to 24 months, or until you delete it. You can save it to your computer or print for your records.

Yes. The same bill account number is allowed a maximum of five enrolment requests, no matter whether it is within the same bank or different institutions.

Yes, but it depends on the merchant. If you can find your merchant in the pull-down list and supporting bill type, you can enrol.

For payments made via Online Banking, you’ll need to settle bills in HKD. To get the exchange rate for a bill you should contact the merchant in advance.

It's the merchant's decision whether or not to issue a payment eReceipt.

You can go to the 'Merchant list' page to check which merchants support the payment eReceipt

The payment eReceipt is generated by the merchant. If you have any query, please contact the merchant direct.

The payment eReceipt will be issued to both enroller(s) and payer. If you have received an eReceipt under "Enroller", this means someone has paid the bill and requested a payment eReceipt. As you are one of the enrollers, you will also receive the payment eReceipt.

We suggest you should contact the merchant to clarify before making any payment. All the payment details stated in the eBill are provided by the merchant. The bank has no obligation to check the payment information.

Payments: 

This enables you to make payments to selected service providers in Hong Kong. There are five types of online payment services, each with their own transaction limit:

In addition to the daily sub-limits for each category above, you can have more control over payments with a daily master limit of HKD5,000,000 per customer for payments across all automated banking channels (i.e. Online Banking, phone banking and ATM).

Fund transfers:
The online fund transfers service is a way to transfer money within your own HSBC accounts, to other HSBC accounts or to accounts with another other bank, in Hong Kong and overseas.

In addition to the daily sub-limits above, there is a daily master limit of HKD400,000 per customer6 for transfers to other non-registered accounts using the three automated banking channels.

The maximum daily transfer limit is HKD 400,000 . This limit is shared by all the available channels(the maximum daily transfer sub-limit for Phone banking, local ATM and overseas ATM are HKD50,000 respectively, and HKD400,000 for HSBC Online Banking).

Charges may apply to certain fund transfers. Refer to the "Service Fees" section under "Frequently Asked Questions" for full details.

⁵ The maximum daily limit for transfers among your self-named accounts is up to the available balance in your account.

⁶ This new limit structure does not apply to sole proprietorships. For enquiries, please call (852) 2233 3033 for HSBC Jade customers, (852) 2233 3322 for HSBC Premier customers, (852) 2233 3000 for Other Personal Banking customers.

Note: For ATM service, we consider any accounts not linked to your ATM card to be non-registered third party accounts.

The following are the maximum numbers of characters (including spaces) allowed per field:

If you are sending money to a company in Hong Kong we recommend you check the merchant list. If the company is listed as a merchant, use the 'Pay Bill' service to submit your payment; this way the merchant will be able to readily identify who has made the payment.If you wish to send money to a company that is not listed under the merchant list, or to someone else, you should use the online 'Pay or transfer' banking services.

No. It’s free.

You can check your bill for lead-time information or call the merchant directly.

Yes. From the merchant list choose their category and company name. Then, simply enter your account number and select the bill type (if applicable) of the merchant.

If you pay by transferring funds from your bank account there is no cut-off time.

Payments made by HSBC credit card before 4.30pm, Monday to Friday, are processed the same day. Otherwise, it will be processed on the next business day7.

7 The reference to "business day" means a day, other than a Saturday, Sunday or public holiday, on which banks are open for general business in Hong Kong.

Go to “My banking > Manage future payments” page on Online Banking, click the “Delete payment” and set up a new forward instruction.

Go to “My banking > Manage future payments” page on Online Banking, click the “Delete payment”  button and set up a new instruction.

Payments from your bank account can be scheduled up to 45 calendar days in advance. Payments from your credit card can be scheduled up to 13 days in advance.

If you set up a forward-dated instruction using your HSBC credit card, the credit limit on your card will be held until the transaction is processed.

The combined Daily Payment Limit is HKD5,000,000.

There are also Daily Sub-limits for certain kinds of payments:

For details of these bill payment limits, go to “Daily payment and transfer limits” page on Online Banking.

If you don’t make any payments or transfers for a while your payment limits will reset to zero. You can reactivate them by visiting an HSBC branch or by using your Security Device.

Please note that some merchants may impose a maximum or minimum transaction limit on certain bill payments. Please refer to your invoice or contact the merchant for details.

Go to “Daily payment and transfer limits” page on Online Banking to increase or decrease your transaction limit. Security device is required for increasing transaction limit.

Contact the merchant to resolve.

Call Customer Services on (852) 2233 3000.

If you realise you’ve made a mistake before the scheduled payment date you can delete the payment and you won’t lose any money.

If it’s after the transaction has gone through, contact the retailer directly to resolve it.

e-Cheque is issued and presented in digital form therefore the entire process works electronically. You can manage e-Cheque by log on to HSBC Online Banking, via HSBC website, or through the "e-Cheque Drop Box" on the HKICL website (HK Interbank Clearing Ltd).

Upon receipt of an e-Cheque, you (as Payee) can upload (deposit) the e-Cheque file through any of the following channels:

• log on to HSBC Online Banking
• via the "e-Cheque Deposit Box Service" on HSBC website
• via the "e-Cheque Drop Box" on the HKICL website (HK Interbank Clearing Ltd).

Please watch the demo for instruction to deposit your e-Cheque.

Yes. You can continue to use paper cheques, e-Cheque will not replace paper cheques.

You can stop an e-Cheque using the stop e-Cheque function under “e-Cheque Issuance Status Summary” within HSBC Online Banking.

If the e-Cheque has not yet given to the payee, you should delete the e-Cheque file and issue a new e-Cheque. If the e-Cheque has been given to the payee, we suggest you to stop the e-Cheque via HSBC Online Banking immediately.

More educational materials are available at the following website (https://www.hkma.gov.hk/media/eng/doc/key-functions/financial-infrastructure/infrastructure/retail-payment-initiatives/e-Cheque_ebrochure_eng.pdf)

e-Cheque Deposit

All customers who have eligible savings accounts or current accounts are eligible to use the e-Cheque Deposit Service.

e-Cheque Issuance

HSBC Online Banking customers who have eligible HKD/CNY/USD current accounts are eligible to use the e-Cheque Issuance Service.

You could find detailed tariff information on HSBC website and HSBC Online Banking FAQ section.

All e-Cheques must be issued as non-negotiable and must be sent to the account payee only.

Please download a software that support PDF file to view an e-Cheque.

Bank-Cert is issued by Hongkong Post. It is an electronic certificate used by customers to support digital signing, which will ensure the integrity, authenticity and non-repudiation of a signed e-Cheque.

Currently the Bank-Cert only supports e-Cheque Issuance service.

Bank-Cert is free of charge for HSBC customers. It is valid for 1 year from the date of registration. If your Bank-Cert has not been idled for over 1 year, it will be auto-renewed.

If your deposit instruction is received by us before the cut-off time, the funds of the e-Cheque will be made available in the next working day after clearing. If the deposit instruction is received after the cut-off time, the funds will be ready for use after clearing at 2 working days after the date of your deposit.

You cannot print an e-Cheque and deposit it as a paper cheque because e-Cheque is a digitally-signed-document which cannot be verified in a hard copy.

No.

There is no daily limit for the number of issued e-Cheques, but the amount of issued e-Cheques is subject to your daily transfer limit of non-registered accounts via Online Banking.

Yes. You can issue a post dated e-Cheque up to 90 days.

Yes, you can check the status of the issued/deposited e-Cheque via "e-Cheque Status Summary" page on HSBC Online Banking.

Issuance:

Monday – Sunday except 00:00 to 06:00 every Sunday (HKT)

Deposit:

Stop:

0200 – 22:00(Monday – Sunday), except 00:00 to 06:00 every Sunday (HKT)

You should report it to us immediately. Contact any of our branches, or call us on (852) 2233 3000.

You need to use Adobe Acrobat Reader to open the e-Cheque PDF file. After open it, a message will be displayed to show the e-Cheque has a valid certificate from both the payer and the bank. 

If the certificate is invalid, please download the latest Adobe Acrobat Reader and load the latest trusted certificate from Adobe server (Adobe Reader -> Edit -> Preferences -> Trust Manager). 

If the problem still exists, please refer to the drawer of the e-Cheque.

No.

No. Please issue another e-Cheque if needed.

The e-Cheque is under clearing process and will not accept any stop request. If you need urgent help, please call (852) 2233 3033 for HSBC Jade customers, (852) 2233 3322 for HSBC Premier customers,  (852) 2233 3000 for other customers.

The wording inside the e-Cheque PDF may not be displayed properly if you download it via mobile devices. Therefore, we suggest you to use desktop /laptop computer to enjoy the e-Cheque services.

Yes, you can issue HKD/USD e-Cheque and present it to the banks in Guangdong Province and Shenzhen subject to acceptance of deposit bank. If you are a Hong Kong resident, you could also issue RMB e-Cheque and present it to the banks in Guangdong Province and Shenzhen subject to acceptance of deposit bank. Same as paper cheque, there are some constraints on RMB e-cheque presented in Guangdong Province and Shenzhen.

For Hong Kong Residents, Cheque (including e-Cheque and paper cheque) in RMB are subject to the same restriction.

Cheque presented in Guangdong Province and Shenzhen

• Up to RMB80,000 amount for each cheque
• RMB cheque cross border settlement to pay for the acquisition of consumer goods and/or services within Guangdong Province (including Shenzhen) is up to a daily accumulative payment limit of RMB80,000 (applies to paper cheque and e-Cheque)
• Subject to acceptance of deposit bank

Cheque presented in Hong Kong

• Same as HKD and USD cheque, no limit on cheque amount and daily settlement for paper cheque, but the amount of issued e-Cheque is subject to your daily transfer limit of non-registered accounts via Online Banking.

You could find the information in below link or contact the target deposit bank for clarification.

Guangzhou: https://echeque.gzebasc.cn/ 
Shenzhen: https://cust.szfesc.cn/

The cheque cross border settlement limit are shared amongst e-Cheque and paper cheque issued by the same customer.

No. RMB e-Cheque issued by non-Hong Kong residents are for use in Hong Kong only and are not for use in the Mainland China.

No such restriction. The position is the same as current HKD/USD paper cheque.

To obtain approval from the relevant Mainland authorities, we recommend the issuer to provide the payee bank account number and payment purpose on the e-Cheque. Charges may be involved should the e-Cheque be rejected by the Mainland authorities or Mainland banks.

A Security Device is an electronic device to generate a special, one time Security Code. You must enter the Security Code to access services under the "Security Device Logon Mode", such as securities trading and transfer to non-registered accounts.

Security Device has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. Please refer to the section New Security Device - Functionality for details.

Note: The 1st and 2nd generation Security Devices are no longer in use. If you are still using them, please consider setting up Mobile Security Key, which enables you to log on and authenticate transactions more securely and conveniently. Otherwise, please call us to request for a replacement with a PIN-protected Security Device. Learn more about our replacement policies.

The Security Code is a special, one-time password used to access full range of Personal Internet Banking service. The 6-digit password appears on the LCD screen of the Security Device for your input into the screen of Online Banking.

Serial Number is a unique number on the back of the Security Device that is linked to your HSBC Personal Internal Banking profile personally. The number is a 10-digit serial number, identifying your individual Security Device.

As a result, you can only use this individual Security Device, to access your HSBC Personal Internet Banking services. That means if your family member or friend has another Security Device for their Personal Internet Banking services, you cannot use their device to generate a Security Code for your Personal Internet Banking service.

No, it is free-of-charge.

We no longer issue a physical Security Device for Personal Internet Banking customers (except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

Instead, you can replace your physical Security Device with Mobile Security Key. If you are not able to do so and require a physical Security Device, please call Customer Services at

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

HSBC is committed to protecting the security of our HSBC Online Banking customers. As a leader in online banking security, we are delighted to introduce a new PIN-protected Security Device with enhanced security. The new Security Device has a PIN lock which minimises the chance of unauthorised use and protects you against possible online threats.

With the new Security Device, you not only enjoy the enhanced security in HSBC Online Banking but also added convenience with its new functionalities:

Note: The 1st and 2nd generation Security Devices are no longer in use. If you are still using them, please consider setting up a Mobile Security Key, which enables you to log on and authenticate transactions more securely and conveniently. Otherwise, please call us to request for a replacement with a PIN-protected Security Device. Learn more about our replacement policies.

These transactions include: 

*You can set a small-value payment limit to transfer up to HKD10,000 each day, with no need for a Mobile Security Key/Security Device.

There are two types of Security Code generated by Security Devices with different format, which support different functions in HSBC Personal Internet Banking. Please refer to details below:

Note: The 1st and 2nd generation Security Devices are no longer in use. If you are still using them, please consider setting up a Mobile Security Key, which enables you to log on and authenticate transactions more securely and conveniently. Otherwise, please call us to request for a replacement with a PIN-protected Security Device. Learn more about our replacement policies.

The following instructions will be effective immediately:

• Making transfers to non-registered account
• Increasing transfer limit of non-registered account
• Making bill payment to finance / securities / sports and leisure
• Decreasing transfer limits

For the following instructions, submission before 9pm from Mon to Fri or 6pm on Sat will be effective on next working day:

• Setting up registered transfer account and defining transfer limit
• Increasing transfer limit of registered account

The battery in the Security Device can last for three to five years, depending on how frequently you use it. When the battery of your Security Device is running

low, you’ll receive a ‘BATT’ message as a prompt. Please note that we no longer issue a physical Security Device for Personal Internet Banking customers

(except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

Instead, you can replace your physical Security Device with Mobile Security Key. For more details, please refer to our trouble shooting guide at www.personal.hsbc.com.hk/securitydevice.

The squares are unique design of the device which may be used by HSBC Online Banking in other countries/regions. For Hong Kong, there is no particular meaning or function associated with this design.

As mentioned, the '1' and '3' with a square on the new Security Device are not designed for HSBC Online Banking in Hong Kong. You are not able to generate a valid security code for instruction verification if you do so. Please press the Green button to delete wrong entries on the LCD screen of the new Security Device, then, follow the instruction to re-enter your customer specific information to generate a valid security code.

The HSBC Security Device is unique and with an enhanced level of security with a PIN lock which minimizes the chance of unauthorized use and protects you against possible online threats. For added security, you will have to set a PIN during activation and this PIN will be required to unlock your device before use. You MUST set up the PIN before using the Security Device.

You can only choose a 4-6 digits PIN for the new device. For enhanced security, please enter a 6-digit PIN.

To set up the PIN for the new Security Device, please follow the steps below for the first time:

1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits8 new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
5. "NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.

8 For enhanced security, please enter a 6-digit PIN.

A message 'FAIL PIN' will be shown on the device, reflecting that your confirmation PIN did not match the first PIN entered. You will need to restart the PIN setup process by pressing the green button.

This means that the new PIN that you have entered is not safe and could be guessed, i.e. repeating or sequential numbers (e.g. 111111, 123456, 543210). Please restart the PIN setup process and choose another 4-6 digits PIN.

To change your PIN for the Security Device:
1. After your device is turned on and unlocked (you see the Welcome screen), press and hold the button "8" for 2 seconds to activate the change PIN function.
2. Then enter a 4-6 digits9 PIN using the keypad and press the yellow button on the bottom left to complete the input.
3. Confirm the new PIN by re-entering it.
4. "New PIN CONF" will display for 2 seconds if the PIN is successfully set up. "HSBC" will be displayed afterwards.

9 For enhanced security, please enter a 6-digit PIN.

Please follow the steps below:

1. Go to the HSBC Online Banking logon page, enter your "Username" and click "Continue".
2. Click "Forgotten your Security Device PIN" link.
3. Answer the security question(s) that you have set up during your HSBC Personal Internet Banking registration and follow the on-screen instructions.

Due to security reasons, you can ONLY reset your PIN before logging on HSBC Online Banking by answering the security question(s) correctly.

Please select 'Forgotten security answer?' and follow the on-screen instructions.

Upon receipt of the new Security Device, you are required to set up your PIN and activate it immediately or within 30 days from the issue date of the letter enclosed with your new Security Device. Otherwise, you will not be able to log on to HSBC Online Banking

To set up the PIN for the new Security Device, please follow the steps below for the first time:
1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits10 new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
"NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.
10 For enhanced security, please enter a 6-digit PIN.

After setting up the PIN for your Security Device, please follow the steps below for activation:

For first time application of Security Device:

Please follow the steps below to activate the new Security Device:

1. Log on to HSBC Online Banking.
2. You will be prompted a page which asks you to activate your Security Device.
3. Follow the steps shown on the screen for activation.

To complete the activation process, you will need to enter your registered mobile phone number, Serial Number and Security Code from the Security Device, and the one-time activation code which will be sent to your registered mobile phone via SMS.

Please make sure that your mobile device is turned on and have turned off SMS forwarding function during the activation process if you have subscribed to such service.

Other channels to activate the Security Device:

• Phone banking: Call the respective hotline and activate your new Security Device instantly （phone banking Service PIN verification required）. Please click here for phone banking and PIN set up details.
• Paper form: Complete the 'HSBC Personal Internet Banking Maintenance / Cancellation Request Form' [PDF]. and return it to us for processing. Your request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of your form.

For replacement of Security Device:
Please follow the steps below to activate the new Security Device:

1. Log on to HSBC Online Banking with your existing Security Device;
2. You will be prompted to click on the activation link;
3. Click the activation link and follow the steps shown on the screen.

You will need to enter the serial number and security code from your new Security Device, and the security code from your existing Security Device to complete the activation process.

Other channels to activate the Security Device:

• Phone banking: Call the respective hotline and activate your new Security Device instantly （Phone banking PIN verification required）. Please click here for phone banking Service and PIN set up details.
• Paper Form: Complete the 'HSBC Personal Internet Banking Maintenance / Cancellation Request Form' [PDF] and return it to us for processing. Your request will normally be processed within 3 working days （excluding Saturday, Sunday and public holiday） upon receipt of your form.

Please follow the following steps to turn on your new Security Device:

1. Press the green button on the bottom right of the device, and hold for 2 seconds.
2. When the screen prompt for a "PIN", enter your 4-6 digits self-defined pre-set PIN number using the keypad.
3. Once the device is unlocked, "HSBC" will appear on the screen display and it is ready for use.

The new device requires customer to input information specific to the transaction (e.g. account number) into the device to generate a Security Code. With this transaction signing function, the transfer will only be made to the account specified by the customer.

Customer specific information is needed to be input into the Security Device to verify your instruction. You need to input customer specific information into the Security Device when you are doing the following transactions:

• Making transfer to non-registered payee with amount higher than small-value payment limit
  
• Setting up standing instruction for non-registered payee
  
• Making bill payment to high risk merchants i.e. Finance / Securities / Sports & Leisure
• Adding payee as registered payee
  
• Defining or Increasing Online transfer limit
• Setting up Autopay

You may simply follow the procedure shown on the 'Verification' screen in HSBC online banking and the verification information table below to input information into the Security Device and generate the Security Code. More examples on the information will be shown when you click on 'Details' in step 3 (see below): 

Input procedure

Details 
Make a transfer to a new payee by account no, mobile number, email address or FPS Identifier
Set up a standing instruction
Set up a new payee and increase transfer limit

Increase the transfer limits of non-registered accounts

Make a bill payment to finance / securities / sports & leisure

If you input a wrong digit into the Security Device, simply press the Green button to delete each digit one by one.

If you hold the Green button for 2 seconds during the input of customer specific information into your Security Device, all of your input will be deleted.

You should press and hold the Yellow or Green button for 1 second for the device to generate the Security Code.

As a security measure, there is limited display time for each Security Code to display on the LCD screen. If the Security code disappears, simply follow the instructions on the screen of HSBC online banking to generate the Security Code with your Security Device again.

This may happen if you have entered an invalid Security Code into the screen. Please check the Security Code displayed on your Security Device and re-enter a valid Security Code to proceed with the verification.
If the code still cannot be verified, please contact us on:

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

A valid Security Code will only be generated if you input correct customer specific information into the Security Device. If you've input incorrect information, please follow the instruction (i.e. starting from Step 1 on Verification screen in HSBC online banking) again and ensure you input correct information to generate a valid Security Code.

We have a Security Device which is specially designed for the visually impaired. Customers who are visually impaired can request for the Security Device through calling our customer hotline at (852) 2233 3000. However, at the time being, we are only able to provide the previous type of security device to these customers. The new Security Device for the visually impaired will be released at later phase.

You should inform us to de-activate your lost or stolen Security Device immediately.

Hotline information:

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

If your Security Device is not working, you can replace your physical Security Device with Mobile Security Key instead. We no longer issue a physical Security

Device for Personal Internet Banking customers (except for those with accessibility needs):

• Effective 1 March 2020 for Personal Internet Banking customers with password setup.
• Effective 1 April 2020 for all other Personal Internet Banking customers.

If you are not able to do so and require a physical Security Device, please call Customer Services at

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