HSBC HK App FAQ

Please close the HSBC HK App on your device completely. That means you should swipe up from the bottom of your device screen, hold it and then swipe up on the app preview to close it.

If you still see the 'Welcome to HSBC HK' screen when you open the app again, select 'Log on', then 'Yes, log on' to set up the HSBC HK App.

If you need further help, please contact us.

When you log on to HSBC HK App for the first time or on a new device, you'll be asked to create a 6-digit 'Mobile Banking PIN' for this device. Please refer to our step-by-step-guide.

For security reasons, you can only activate HSBC HK App on one device. If you'd like to switch your HSBC HK App to another device, please refer to our step-by-step guide.

Please refer to our step-by-step-guide. Don’t let go of your old phone till you've set up the HSBC HK App on your new phone using the QR code.

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

You can change your transfer limit for registered and unregistered payees in the HSBC HK App or HSBC Online Banking.

For your small-value payment limit, you can set a maximum daily limit of HKD10,000. To adjust the limit in the HSBC HK App, go to 'Pay and transfer' / 'Pay', then 'Set limits'.

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

We're rolling the new design out gradually. Please allow some time, and you should see it soon.

In the meantime, we recommend that you update your HSBC HK App to the latest version. This way, when the new design is available to you, you'll get it right away.

No, you won't need to do that. Simply update to the latest version of the HSBC HK App. When the new design is available to you, you can log on like you normally do, and start exploring and using the new design.

Here's how to get to your push notifications and profile in the new design:

1. Go to the homepage and select the menu icon in the top right corner of the screen.
2. You'll then be able to see the bell icon for your push notifications, and the profile icon for your profile.

Some products and services are available on your homepage or in the quick actions on your homepage in the new design. But to explore the full range of our products and services:

1. Select the menu icon in the top right corner of the screen.
2. Choose 'Products'.

Yes, but you'll need to be an HSBC HK customer who's registered for HSBC Online Banking. Then you'll be able to see your overseas HSBC accounts that you've linked in the HSBC HK App.

Not all accounts can be accessed in HSBC Online Banking, such as 'Both to Sign' accounts.

If you've just opened a new account, please allow 1 working day before it's shown in your HSBC Online Banking or the HSBC HK App.

If you're having trouble accessing your accounts online, please call us.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite 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 these may not have been cleared for withdrawal or have not become part of your available balance yet.

Your available balance is the amount of money in your account that you can withdraw. This may include your overdraft facility, if you have any.

You can check as far back as your previous statement. This applies to your current, savings, gold and credit card accounts.

First, you’ll need to log on to HSBC Online Banking and add or remove your HSBC accounts.

Next, log on to the HSBC HK App and you should be able to see your local HSBC accounts and all the global HSBC accounts that you've added.

On the log on page, tap on the exclamation mark icon on the right side of the screen, then select 'deposit rate'.

Simply return to the home page of your HSBC HK App. This will trigger an automatic refresh of all related information under your account. 

Yes, you can update your mobile number and email address in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Settings and preferences'.
3. Swipe the name card or select 'Contact details' to enter the 'Contact details' screen.
4. Select the 'Edit' button next to your mobile number and email address to update your details.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

Please note that you can only update these details if you already have a valid mobile number and/or email address in our records.

If you only have one of these items in our records and you want to update the missing or invalid information, you can do so with your HKID in the HSBC HK App.

Yes, you can update your residential and correspondence address in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Settings and preferences'.
3. Swipe the name card or select 'Contact details' to enter the 'Contact details' page.
4. Select the 'Edit' or 'Update' button next to 'Addresses' to update your details.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

Please note that you can only update your residential and correspondence address if you already have a valid mobile number and/or email address in our records. So before you make your update, please check that your mobile number and/or email address are up to date in our records.

That depends on when you submitted the update.

If you submit the update during our office hours, we'll process it and update it in our records on the same day. Otherwise, we'll do it on the next working day.

Our office hours are:

• 9am to 7:55pm HKT, Mondays to Fridays
• 9am to 5:25pm HKT, Saturdays

We're closed on Sundays and public holidays.

For correspondence address updates, it may take up to 4 working days to be effective for eStatements and eAdvice, and for some products like cards and MPF.

Yes, we'll use your updated mobile number and email address across all the products you hold with us. For example, your cards, insurance and MPF. But the change won’t apply to general insurance policies and ORSO.

To update your contact details for your AXA general insurance policies, please get in touch with AXA directly.

To update your contact details for ORSO, please log on to HSBC Online Banking. Or you can print, fill in and submit a data change request form to your employer.

You'll need to have at least either a valid mobile number or valid email address to update your contact details. This is part of our security measures to keep your accounts safe. It's crucial that we have your mobile number and email address so we can keep you informed about transactions on your account.

If you only have either one of these details in our records, and you want to add or update the other, you can do so in the HSBC HK App. You'll need your HKID for this. Next, follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Settings and preferences'.
3. Swipe the name card or select 'Contact details' to enter the 'Contact details' page.
4. Select the 'Edit' button next to your mobile number and email address to update your details.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.
    

If you don't have an HKID but you have a valid mobile number in our records, you can add or update your email address in HSBC Online Banking. You'll need your Security Device or Mobile Security Key for this. Next, follow these steps:

1. Log on to HSBC Online Banking on a desktop device such as a laptop.
2. Go to the 'Quick links' menu and select 'Update email address'.

Alternatively, you can print, fill in and submit a Change of address and/or customer information instruction form (for personal customer) to us by mail.

Or you can visit us at your nearest branch with an identity document and we'll help you update your details.

Your mobile number and email address will be updated right away for your HSBC HK App profile. But please allow 4 working days for the change to be reflected for your other accounts, such as your cards, insurance or MPF accounts.

So until that change is reflected across all your accounts, you might still receive statements for them at your previous email address.

You only need to register for Personal Internet Banking once to access our online and mobile banking services. You can do this in the HSBC HK App.

Please keep a valid, up-to-date mobile number and email address in our bank records.

We'll ask you to verify your identity when you register. You can do so through any of the following ways.

• Valid HKID or passport
  - This must be the same as in our records.
  - This applies to New Smart HKID cards (2018 version) and supported passports.
  - This applies to customers aged 18 or above.
  - This doesn't apply to customers who only hold an HSBC MPF or ORSO Defined Contribution Scheme account.

• HSBC bank account number and its related ATM PIN or phone banking PIN
• HSBC credit card number and its related ATM PIN
• HSBC Mastercard Debit Card number and its related ATM PIN
• HSBC MPF or ORSO Defined Contribution Scheme account number and the last 6 digits of your mobile number

Once you've completed your registration, you can activate your Mobile Security Key and set up your 6-digit Mobile Banking PIN. You can also enable biometric authentication to log on quickly and securely. Next, you can start exploring the wide range of features and services at your fingertips on the HSBC HK App.

If you don't have a suitable device to complete your registration and set up the HSBC HK App on, please visit us at your nearest branch in Hong Kong. We'll be happy to help.

If you have questions or need our help, please call us.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• Other customers: (852) 2233 3000

We may ask you to wait after you've scanned your HKID or passport and taken your selfie. In rare cases, we might need a bit more time to carry out our checks in verifying your identity. But we'll let you know how it went within 24 hours, by SMS and email.

Once we've successfully verified your identity, you should be able to open the HSBC HK App and log on right away.

Please check that:

• You're using a valid supported HKID or passport
• You've taken clear images of your HKID or passport
• You've taken a clear selfie

If you're still having trouble with this, please contact us or try a different way of registering.

Please try again.

If you're using your HKID or passport to verify your identity, you need to use the one that's in our records. You should also make sure that:

• You're using a valid New Smart HKID card (2018 version) or a valid supported passport
• You've taken clear images of your HKID or passport
• You've taken a clear selfie
• You're aged 18 or above
• You don't only hold an HSBC MPF or ORSO Defined Contribution Scheme account
   

If you're using your account details to verify your identity, please make sure you enter the:

• Correct account number and PIN, or mobile number
• Correct identity document details, which should match what you provided us when you opened your account

You can only make a number of attempts before you're blocked from trying again with your HKID or passport. This block will last 24 hours. It's a safety measure to protect your account.

But in the meantime, you can try to verify your identity with your account details.

If you're still having trouble with this, please contact us or try again after 24 hours.

You can use either of the following:

• A valid New Smart HKID card (2018 version)

- This must be the same as in our records.

- This doesn't apply to customers who only hold an HSBC MPF or ORSO Defined Contribution Scheme account.

- Your HKID must show your complete date, month and year of birth.

• A valid supported passport

- As issued by: Australia, Belgium, Canada, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, United Kingdom, United States, Vietnam or Taiwan.

Please note that you must be aged 18 or above to verify your identity with these identity documents.

You can verify your identity with your account details.

No, you have to use your original HKID or passport for this.

Please visit us at your nearest branch in Hong Kong and we'll help you with your registration.

Yes, we'll let you know when a new eStatement or eAdvice is ready. We'll send you a push notification, email or SMS. So please keep an up-to-date email address and mobile number in our records so you'll receive them.

If you need to update your contact details, you can do so via the HSBC HK App or HSBC Online Banking. For steps on how to do this, please visit our 'Change contact details' page. 

We recommend that you review your latest eStatements and eAdvice. This way, you'll know if you need to do anything about them.

You can access eStatements and eAdvice securely in the HSBC HK App and HSBC Online Banking any time. They'll be available for all your accounts.

Plus, you'll help save the environment by using less paper. Of course, you can still print them out or save them on your computer if you'd like.

We provide eStatements and eAdvice for free. If you've just opened a new account, you'll already be registered for it. But you can also opt in for it in minutes at any time.

You can generally see eStatements from up to the last 84 months (7 years) and eAdvice from up to the last 3 months. Please note:

• You can download eStatements in HSBC Online Banking only.
• You can see eStatements over the last 84 months for integrated accounts, HKD Current and Savings accounts.
• If you don't see your credit card eStatement, you can ask for a paper statement and we'll waive its fee.
• eStatements for other accounts (including investment and securities accounts) are retained for up to the last 24 months only.

We'll let you know when your latest eStatement is ready, by push notification, email or SMS.

You can open your account in less than 5 minutes via the HSBC HK App. You won't need to go into a branch to submit your proof of identity or any other documents. Once you've registered for Personal Internet Banking, you'll be able to access your account in the HSBC HK App or HSBC Online Banking.

This seamless experience is also available to international customers and passport holders! Simply download the HSBC HK App to apply for an account in Hong Kong. It'll take just 15 minutes.

Yes, you can do so if you meet all of the following criteria:

• You're aged 18 to 64.
• You're a permanent or non-permanent resident who holds an HKID issued in November 2018 or later; or you hold a supported overseas passport; or you hold an exit-entry permit (EEP).

Supported passports include those issued by Australia, Belgium, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, Taiwan, the UK, US, and Vietnam.

• You are currently located in Hong Kong SAR, mainland China, Australia, Macau SAR, Singapore, the UK or US.
• You don't currently hold any of the following products in Hong Kong:

HSBC personal banking or time deposit accounts

HSBC investment accounts (with the suffix 381 or 383)

HSBC credit cards, including any supplementary credit cards

Yes, you can open an integrated account, or upgrade from an HSBC One account to an HSBC Premier account in the HSBC HK App. Here's how to do that:

• Stay on the homepage, go to 'Products', then follow the steps on the screen.
• If you're using our newly designed app: select the menu icon, go to 'Products', choose 'Accounts' and follow the steps on the screen.

You can also upgrade your account in HSBC Online Banking.

Alternatively, you can do so by calling us on (852) 2233 3722. Lines are open:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm

Or you can visit us at your nearest branch and we'll help you make the upgrade.

Yes, as long as you don't currently have any accounts or credit cards with us. You'll also need to meet other requirements to open an account in the HSBC HK App. For details, please see 'Can I open an account in the HSBC HK App?'.

First, download the latest version of the HSBC HK App. Keep your identity document handy and be ready to take a selfie. When you're ready, open the app and get started.

If you're a US resident, we'll ask you for more supporting documents. We'll also contact you about the next steps.

Once you've downloaded the HSBC HK App, you can open your account in the app. Here's how to do that:

• Stay on the homepage, go to 'Products', then follow the steps on the screen.
• If you're using our newly designed app: select the menu icon, go to 'Products', choose 'Accounts', and follow the steps on the screen.

You can open an HSBC One or HSBC Premier account in the HSBC HK App.

If you're a Hong Kong resident who holds an HKID card issued in November 2018 or later, you can open an investment account or apply for a credit card in the app right away once you've successfully opened an HSBC One or HSBC Premier account. To open an investment account in the app, you'll need to provide a proof of address that was issued within the past 3 months.

If you can't complete your application in the app, please visit us at your nearest branch and we'll help you. You'll need to bring your HKID or other valid identity document, and a valid proof of address.

Yes, we'll send you the cards by post.

We'll send you your card within 4 to 6 working days. Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

If it's an HSBC Mastercard Debit Card, please activate it, then call our Interactive Voice Response (IVR) hotline to set up its PIN. The hotline number is (852) 3163 0633. You can also set up its PIN in the HSBC HK App.

If it's an HSBC UnionPay ATM Card, we'll send you its PIN by post separately.

If you're outside of Hong Kong, please allow more time for your card to be delivered.

Yes, but you'll need to wait until you've received the PIN for your HSBC Mastercard Debit Card or HSBC UnionPay ATM Card. You can then use that PIN and your HSBC bank account number to register for Personal Internet Banking.

You'll have successfully opened your account if you see an account number on the screen after you complete the final step.

We'll also send you confirmation by SMS and by email within 3 working days. Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

You'll then receive your HSBC Mastercard Debit Card and/or HSBC UnionPay ATM Card soon.

This means that we might need you to provide some supporting documents or answer some follow-up questions.

Please wait – we'll contact you within 5 working days (15 working days for international customers) if we need more information from you. Our working days include Mondays to Fridays only, and exclude Saturdays, Sundays and public holidays.

First, please check that you've entered the correct mobile number.

If it's correct, please ask for another code. Please note that we'll send a maximum of 3 codes to the same mobile number. After that, you'll need to wait 120 minutes (2 hours) to try again.

That depends on when you closed the page in your application.

If you closed it before you receive your account number, you'll need to start a new application.

If you closed it after you received your account number but before registering for Personal Internet Banking, please wait for your card and PIN to arrive in the mail. You can then use them to register for Personal Internet Banking.

If it's an HSBC One account, there's no minimum account balance.

If it's an HSBC Premier account, you must keep a total relationship balance of at least HKD1,000,000. If not, we'll charge a monthly below balance fee.

Yes, it does. It's an integrated account that supports:

• Savings and current accounts in HKD
• Savings accounts in 11 major foreign currencies, including RMB

You can start putting money into your account once you've opened it and registered for Personal Internet Banking.

But you should note that it'll be 2 working days before you can withdraw money from the account.  Working days are Mondays to Fridays only; excluding Saturdays, Sundays and public holidays.

Yes, it's safe to do so. Data security is our top priority. We always do our best to ensure that your personal data is protected. We make sure that it’s safe against unauthorised or accidental access, processing and erasure. We use appropriate measures and processes to protect it.

You must have a signature in our records before you can order a chequebook. Please visit your nearest branch to submit your signature in person.

Once you've provided a signature in our records, you can order a chequebook in HSBC Online Banking at any time.

They'll be transferred to TransUnion Limited where they'll be held for 7 days, then deleted.

You can open an account with your exit-entry permit (EEP). You'll need to tap your EEP card against your mobile device so it can read the data. If you're having trouble with this, please try the following steps:

1. Check that you've turned on the NFC function on your mobile device.
2. Place your EEP horizontally on the top half of the back of your phone. If it doesn't work, please take off your phone case and try again.

If you've tried these steps and it still doesn't work, please contact the support team for your mobile phone.

When you enable Touch ID for the HSBC HK App, any fingerprints stored on your device can be used to log on to the app. We recommend that you only enable Touch ID if your fingerprints are the only set stored on your device.

You can add or remove stored fingerprints in 'Settings' on your device.

We don't store your fingerprints in the HSBC HK App or in our records.

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

There are 2 ways you can enable Touch ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Touch ID when prompted.
• Go to 'Profile', select 'Security', then choose 'Manage security' after log on.
   

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

You can use Touch ID on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key before you can use Touch ID with the HSBC HK App.

If you're using an Android device, please refer to our FAQs on 'Fingerprint ID'.

Once you've activated your Mobile Security Key, only the fingerprints stored on your device can be used to log on to the HSBC HK App.

You can add or remove stored fingerprints in 'Settings' on your device.

To enable or disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

We don't store your fingerprints in the HSBC HK App or in our records.

If your Touch ID settings have changed, we'll ask you to confirm your fingerprint again when you log on to the HSBC HK App next time. This usually happens when:

• You update the fingerprints stored on your device
• You change or reset your mobile banking PIN
   

To enable or disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Touch ID and your Mobile Banking PIN.

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

To disable Touch ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Face ID is an easy alternative to entering your mobile banking PIN on your iOS device. It uses the facial map stored on your iOS or iPadOS device. So you can log on and authorise transactions in the HSBC HK App with just a smile. It's simple, quick and secure.

There are 2 ways you can enable Face ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Face ID when prompted.
• Go to 'Profile', select 'Security', then choose 'Manage security' after log on.
   

If you're using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

You can use Face ID on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key before you can use Face ID with the HSBC HK App.

That depends. Please note that the chance of a false match with Face ID can depend on factors like how much your twin or sibling looks like you. It can also depend on if you've enabled 'Require attention for Face ID' on your device.

Before you enable Face ID, please read the terms and conditions carefully. This tells you what the risks and consequences of using Face ID are.

If you're concerned about using Face ID, you can disable Face ID for the HSBC HK App, and use your mobile banking PIN to log on instead.

Yes, you’ll still be able to do so. Simply switch your Mobile Security Key to the new iPhone. You can then use your Mobile Banking PIN to log on and authorise transactions, so you won’t have to enable Face ID.

Once you've activated your Mobile Security Key, only the facial map stored on your device can be used to log on to the HSBC HK App.

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.
    

We don't store your facial map in the HSBC HK App or in our records.

Please note that the chance of a false match with Face ID can depend on factors like how much your twin or sibling looks like you. It can also depend on if you've enabled 'Require attention for Face ID' on your device.

Before you enable Face ID, please read the terms and conditions carefully. This tells you what the risks and consequences of using Face ID are.

If you're concerned about using Face ID, you can disable Face ID for the HSBC HK App, and use your mobile banking PIN to log on instead.

If your Face ID settings have changed, we'll ask you to confirm your facial map again when you log on to the HSBC HK App next time. This usually happens when:

• You update the facial map stored on your device
• You change or reset your mobile banking PIN
   

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Face ID and your Mobile Banking PIN.

To enable or disable Face ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

Your facial map will be stored on your device only. It won’t be stored in the HSBC HK App or in our bank records.

Yes, you can enable it at any time. When you're ready, here's how to enable Face ID for the HSBC HK App:

1. Go to 'Settings' on your device and find 'Face ID and Passcode', then 'Other apps'.
2. Turn on Face ID access for the HSBC HK App.
3. Open the HSBC HK App, log on and go to 'Profile'.
4. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Go to 'Settings' on your device and find 'Face ID and Passcode', then 'Other apps'.
2. Turn on Face ID access for the HSBC HK App.
3. Open the HSBC HK App and log on.
4. Select the menu icon, then 'Manage security'.

Fingerprint ID is an easy alternative to entering your mobile banking PIN on your Android device. You can log on and authorise transactions in the HSBC HK App with just your fingerprint.

There are 2 ways you can enable Touch ID in the HSBC HK App:

• Activate your Mobile Security Key and enable Fingerprint ID when prompted.
• Go to 'Profile', select 'Security', then choose 'Manage security' after log on.
   

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

You can use Fingerprint ID on compatible Android devices at this time. You'll need to activate your Mobile Security Key before you can use Fingerprint ID with the HSBC HK App.

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

If you're using an Apple device, please refer to our FAQs on 'Touch ID'.

We might not support Fingerprint ID on your Android device yet.

We only support it on devices that meet our security requirements. This way, we can better protect your personal and financial data.

Once you've activated your Mobile Security Key, only the fingerprints stored on your device can be used to log on to the HSBC HK App.

You can add or remove stored fingerprints in 'Settings' on your device.

To enable or disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

We don't store your fingerprints in the HSBC HK App or in our records.

If your Fingerprint ID settings have changed, we'll ask you to confirm your fingerprint again when you log on to the HSBC HK App next time. This usually happens when:

• You update the fingerprints stored on your device
• You change or reset your Mobile Banking PIN
   

To enable or disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Yes, you can log on with your 6-digit Mobile Banking PIN instead. You can switch between using Fingerprint ID and your Mobile Banking PIN.

When you enable Fingerprint ID for the HSBC HK App, any fingerprints stored on your device can be used to log on to the app. We recommend that you only enable Fingerprint ID if your fingerprints are the only set stored on your device.

You can add or remove stored fingerprints in 'Settings' on your device.

We don't store your fingerprints in the HSBC HK App or in our records.

To disable Fingerprint ID for the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile'.
3. Select 'Security', then 'Manage security'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security'.

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

You can choose to display at least 3 quick actions. If you're using our newly designed app, you can pick up to 7 quick actions from the list of options in the HSBC HK App.

To make or edit your quick actions, log on and follow these steps:

1. Stay on the homepage and find the quick actions section.
2. Choose 'Edit', then select the plus or minus icons to add or remove an option.

Yes, you can reorder them. Simply log on and follow these steps:

1. Find the quick actions section and select 'Edit'.
2. Deselect one or more of your quick actions to make room for the ones you want.
3. Select the ones you want in your preferred order.
    

If you’re using our newly designed app, you can log on and follow these steps instead:

1. Find the quick actions section and choose 'Edit'.
2. Add your preferred options to your list of quick actions.
3. Tap and hold the menu icon next to each option, then drag and drop them into your preferred order.

You can show or hide your accounts on your homepage to suit your needs. But you'll need to display at least 1 account. Here's how to do that:

1. Stay on your homepage, find the 'Your accounts' section and select 'Customise'.
2. Select or deselect the accounts you want shown on the 'home' screen, and choose 'Confirm' to save your choices.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Stay on your homepage, find the 'Your products' section, and tap the star icon next to an account to add it to or remove it from your favourites.
2. Stay in the 'Your products' section, and select whether you want to see your favourites only, your HSBC accounts in other locations, or all of your accounts.

Please note that when you apply for or open a new account, we'll show it on your homepage by default. But you can hide it at any time if you prefer.

Yes, you can. To see all your accounts, log on and follow these steps:

1. Find the 'Your accounts' section. Or if you’re using the newly designed app, find the 'Your products' section.
2. Select 'Show all accounts' / 'All'.

When that happens, you'll see a message that says there's an issue with loading your account or product information.

Please follow the instructions on the screen or try pulling down the page to refresh it.

Lite Mode is an even more simple version of the HSBC HK App. It has a clean and simple design, and only the basic features. It’s designed to make our banking services more accessible to all.

Currently, in Lite Mode, you can:

• Check your account balance and transaction history
• Transfer between your own accounts and pay bills
• See your eStatements and eAdvice
• Place time deposits
• Make a mobile cheque deposit
• Chat with us if you need some help

We're working hard to add more banking services to Lite Mode in the future, so stay tuned.

No, Lite Mode is in the same app. You can switch to Lite Mode in the HSBC HK App, or switch back to Full Mode, at any time.

You can access more products and services if you switch back to Full Mode. Here's how to make the switch:

1. Log on to the HSBC HK App.
2. Go to 'Home', then select 'More products and services'.
3. Choose 'Confirm' to switch to Full Mode.

Lite Mode is an even more simple version of the HSBC HK App. It has a clean and simple design, and only the basic features.

Full Mode provides a wider range of products and services.

To switch to Lite Mode, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Settings and preferences'.
3. Select 'General', then 'App mode'.
4. Choose 'Lite Mode', then 'Switch'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Select the menu icon, then profile icon.
2. Find 'Setting and preferences', and select 'General'.
3. Choose 'App mode', then 'Lite Mode' and 'Confirm'.

To switch to Full Mode, please follow these steps:

1. Log on to the HSBC HK App.
2. Select 'Profile and settings', then 'Select mode'.
3. Choose 'Full Mode', then 'Confirm' to save your choice.

Right now, you can only transfer money between accounts under your own name and pay your bills in Lite Mode.

We're working hard to add more banking services to Lite Mode in the future, so stay tuned.

Please close the HSBC HK App on your device completely. That means you should swipe up from the bottom of your device screen, hold it and then swipe up on the app preview to close it.

If you still see the 'Welcome to HSBC HK' screen when you open the app again, select 'Log on', then 'Yes, log on' to set up the HSBC HK App.

If you need further help, please contact us.

You can reset it in the HSBC HK App. You can reset your security question and answer too.

First, you'll need to have a valid mobile number and email address in our records. You'll also need to provide your bank account number, ATM PIN, and the identity document number you've kept in our records.

Next, enter the verification code we send you by SMS. Once you've done that, you can reset your password, security question and answer.

When you log on to HSBC HK App for the first time or on a new device, you'll be asked to create a 6-digit 'Mobile Banking PIN' for this device. Please refer to our step-by-step-guide.

For security reasons, you can only activate HSBC HK App on one device. If you'd like to switch your HSBC HK App to another device, please refer to our step-by-step guide.

We may ask you to wait after you've scanned your HKID or passport and taken your selfie. In rare cases, we might need a bit more time to carry out our checks in verifying your identity. But we'll let you know how it went within 24 hours, by SMS and email.

Once we've successfully verified your identity, you should be able to relaunch the HSBC HK App, and log on right away.

Please check that:

• You're using a valid supported HKID or passport
• You've taken clear images of your HKID or passport
• You've taken a clear selfie

You can only make a number of attempts before you're blocked from trying again with your HKID or passport. This block will last 24 hours. It's a safety measure to protect your account.

But in the meantime, you can try to verify your identity with your online banking credentials.

If you're still having trouble with this, please contact us or try again after 24 hours.

You can use either of the following:

• A valid new Smart HKID (2018 version)

- This must be the same as in our records.

- Your HKID must show your complete date, month and year of birth.

• A valid supported passport

- As issued by: Australia, Belgium, Canada, India, Ireland, Italy, Jersey, Mexico, Philippines, Singapore, South Africa, United Kingdom, United States, Vietnam or Taiwan.

Please note that you must be aged 18 or above to verify your identity with these identity documents.

Yes, you can still set up the HSBC HK App. Instead, you can verify your identity with your online banking credentials.

No, you have to use your original HKID or passport for this.

Please enter your actual year of birth. For the date and month, please use 1 January.

Please refer to our step-by-step-guide. Don’t let go of your old phone till you've set up the HSBC HK App on your new phone using the QR code.

Please follow the steps on our Mobile Security Key guide.

It's a digital version of your physical Security Device. It's stored safely in your HSBC HK App.

Just like your Security Device, it gives your accounts and transactions an extra layer of protection. You can use it to generate unique one-time security codes. You can then use those codes to log on to HSBC Online Banking or access more of our banking services.

You can enable Face ID, Touch ID or Fingerprint ID with your Mobile Security Key. That way, you can log on or generate security codes with just a smile or a touch.

It works with the HSBC HK App on supported operating systems and devices. It’ll also replace your physical Security Device so you don’t need to carry another device. You’ll be able to log on to HSBC Online Banking or access more of our banking services with just your mobile device.

Plus, it offers more security since you can only have a Mobile Security Key on one device at a time. This way, you enjoy a simpler, secure way to bank.

No, you can only set up the HSBC HK App on one device at a time.

If you'd like to switch your HSBC HK App to another device, please refer to step-by-step guide.

Your Mobile Banking PIN acts as a password. It prevents anyone else from generating security codes on your device.

You can also use it to log on when you can't use Face ID, Touch ID or Fingerprint ID. For example, when you're wearing a mask or gloves.

You can reset your Mobile Banking PIN if you've forgotten it.

Simply select 'Forgot your PIN?' when you're on the log on screen, then follow the instructions on the screen. You can also refer to our step-by-step-guide.

Yes, you can change it at any time in the HSBC HK App. Here's how to do it:

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Security'.
3. Select 'Manage security', then 'Change PIN'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then 'Manage security', and choose 'Change PIN'.

You won't be able to log on to the HSBC HK App without a Mobile Security Key.

But you can still log on to HSBC Online Banking with your Personal Internet Banking username and password. If you're logging in for the first time, we'll ask you to verify yourself and confirm if you trust the browser you're using. You'll need to generate a security code from your physical Security Device or complete verification by SMS to do this.

You can log on to HSBC Online Banking by following these steps, which will also be on the HSBC Online Banking log on page:

1. Open the HSBC HK App.
2. Select 'Generate security code', then 'Log on'.
3. Enter your Mobile Banking PIN, or use biometric authentication if you've enabled it.
4. Enter the security code when prompted in the field on the HSBC Online Banking log on page.

No, your Mobile Security Key is linked to your personal device only. Once you activate it on your device, only you can use it to access your own accounts. No one else can log on to their account with the Mobile Security Key on your device.

No, you won't be able to do that. You must activate the Mobile Security Key to use the HSBC HK App. This is done by setting up your Mobile Banking PIN.

Once you've activated this, your physical Security Device will be deactivated.

Please call us right away so we can suspend your online banking access and stop anyone else from accessing your accounts.

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

If you've changed your mobile number, you should update your contact details.

You can make the update in the HSBC HK App. Here's how to do it.

1. Log on to the HSBC HK App.
2. Go to 'Profile', then 'Settings and preferences'.
3. Swipe the name card or select 'Contact details' to enter the 'Contact details' screen.
4. Select the 'Edit' button next to your mobile number and email address to update your details.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Select the menu icon, then the profile icon.
3. Choose 'Update contact details' to make your changes.

Yes, you can use it as long as you can receive SMSes through that number in the country/region where you are. That's because we'll send the activation code to that number once you've registered it in our records successfully.

Yes, you'll be able to use Mobile Security Key. We kept accessibility standards in mind when we designed the HSBC HK App. So even if you're visually impaired, you can activate and use it.

But if you’re not sure which one is right for you, you can use your physical Security Device instead. It's designed for visually impaired customers.

No, your Mobile Security Key is linked to your personal device only. So it’s best to activate it on a device that you use regularly.

You can only link one personal account to one device. You won't be able to log on to a second account on the same device unless you reactivate the HSBC HK App on it. For example, by first removing your personal account from the device.

You can use your Mobile Banking PIN to log on on that device instead.

Your Mobile Banking PIN consists of 6 digits. It should be in a unique combination that only you know.

Please remember your Mobile Banking PIN, and update it from time to time so you can protect your bank account. If you keep entering the wrong Mobile Banking PIN, we'll lock your Personal Internet Banking access.

When you set up your Mobile Banking PIN, please avoid using:

• The same number more than once in a row, eg 000
• More than three ascending or descending digits, eg 1234
• Repeating patterns, eg 010101
• Your birthday, anniversaries or any other significant dates
• The same digits as the passcode you use to unlock your mobile device

We apologise for the inconvenience caused. We're introducing extra safety measures to Android version of the HSBC HK App to protect you from developer and/ or debugging options that could cause a potential security risk.

If we detect potential risks on your Android device based on the enablement of developer and/ or debugging options, we'll suspend your access to the HSBC HK App on your device temporarily for your protection.

If you see the alert page in HSBC HK App, it means your access has been suspended.

To restore access and continue  using our app as usual, you may turn off developer and debugging options.

The process of changing developer and debugging options may vary, depending on the device manufacturers and the operating systems.

Alternatively, you may use the search function within 'Settings' to look for 'Developer Options' and find the relevant section.

For the detailed guideline on how to turn off developer and debugging options, please visit HSBC Website. (Banking > Cyber security and fraud hub).

Please close the HSBC HK App and relaunch it. You'll be able to restore access and continue using our app as usual if you've turned off the developer and debugging options.

Enabling developer and/ or debugging options requires granting extensive permissions. This may allow unauthorised access or modification of system settings.

In the wrong hands, this could be exploited to record confidential data, like your mobile banking log on credentials, leading to the potential compromise of your critical account information.  

We're introducing additional measures in the Android version of the HSBC HK App to further protect you from potential malware-related fraud. 

We apologise for the inconvenience caused. We are introducing extra safety measure to the Android version of the HSBC HK App to further strengthen our efforts to protect you from potential fraud which is resulting from malware that can take over your Android device. 

If we detect potential risks on your Android device based on the following two criteria, your access to the HSBC HK App might be suspended for your protection. 

• Installed apps from sources other than your phone’s official app stores and; 
• Granted certain permissions for these apps, such as screen sharing or full control of your device via accessibility. 

To restore access and continue to use our app as usual, you must turn off the accessibility permission for the listed apps (Go to device settings > Accessibility) or simply uninstall them. 

The process of changing the accessibility settings may vary, depending on the device manufacturers and the operating systems. 

Alternatively, you may use the search function within 'Settings', key in 'Accessibility' and carry out the search and it should direct you to the relevant section. 

For the detailed guideline on how to turn off the accessibility settings, please visit the HSBC Website. (Banking > Cyber security and fraud hub). 

We understand that accessibility services might be useful to some of our customers as it can enhance the user interface. However, it will also require granting extensive permissions to apps (for example, the ability to read the text on the screen or the ability to record characters typed using the keyboard). 

In the wrong hands, this could be exploited to record confidential data (like your mobile banking log on credentials) leading to the potential compromise of your critical account information.

The official app stores include Google Play Store, Samsung Galaxy Store, Xiaomi Mi GetApps, Huawei AppGallery, Amazon Appstore, OPPO App Market, VIVO App Store, MeiZu App Store, OnePlus App Gallery, HONOR App Gallery.

To avoid malicious software attacks, please be cautious and refrain from clicking on any suspicious links or downloading apps from untrusted or unverified channels. 

Never grant full control of your device to any third party or share your screen unless you’re absolutely certain of the source’s trustworthiness. These links or apps may contain malware that can be harmful. 

We strongly suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall all unnecessary apps. We encourage you to download apps from official app stores only.

To better protect you, we suggest that you turn off unnecessary accessibility permissions from your device settings and/or uninstall unnecessary  apps. We encourage you to download apps from official app stores only.

Please close the HSBC HK App and relaunch it. You will be able to restore access and continue using our app as usual if the listed apps' accessibility permissions have been turned off and/or if the listed apps have been uninstalled.

We detected that there are apps on your device that are from sources other than the major phone manufacturers’ app stores (e.g. some websites). 

Whilst we are introducing extra safety measure to further strengthen our efforts to protect Android device users from potential fraud incidents resulting from malware, we encourage you to download apps from official app stores only. 

We would also suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall the apps if not needed, to prevent malware from harming your phone.

Yes. As one of the major banks in Hong Kong, HSBC is committed to protect our customers from potential frauds. The new safety measure to the Android version of the HSBC HK App is to further strengthen our efforts to protect you from malware that can take over your Android device, leading to potential fraud.

We recommend that you log off before you close the HSBC HK App. To do this, go to 'Profile' and select 'Log off'.

If you're using our newly designed app, select the menu icon in the top right corner, then select 'Log off' at the bottom of the screen.

To protect you and your account, we'll ask you to verify your identity before you can make high risk transactions in the HSBC HK App or in HSBC Online Banking.

There are a few ways you can verify your identity so you can restore full access to our digital banking services.

• Log on to the HSBC HK App. If you're using the newly designed app, first select the menu icon at the top right, then select the profile icon. Otherwise, just select the profile icon, then 'Security'. Next, select 'Verify identity' and select 'Send verification code' and enter the one-time verification code we sent you.
• Go to an HSBC or Hang Seng ATM in Hong Kong. Insert your ATM card and enter your ATM PIN. Select 'Other services', then 'Verify identity for full digital banking access', and 'Confirm'.
• Call us for help on +852 8204 6317.
• Visit us at your nearest HSBC branch for help.

You won't be able to access the HSBC HK App if you've installed and enabled a blue light filter app on your device. That's because such apps interfere with the security measures that are designed to protect your banking information.

To restore your access to the HSBC HK App, please disable the blue light filter app on your device.

You won't be able to use the HSBC HK App on a jailbroken / rooted device. That's because it's less secure against fraudulent transactions.

You'll need to use a different device instead. If you've activated your Mobile Security Key on the jailbroken / rooted device, you can remove it from that device in HSBC Online Banking. See how to do that in our step-by-step guide.

Once you've activated your Mobile Security Key and verified your identity on a new device, you should have full access to our online and mobile banking services again.

If you need help, please call us on (852) 2233 3000.

• 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 other people. Log on with your own devices only.
• Don't leave your devices unattended after you've logged on. Always log off properly when you're done.
• Wipe the data on your old devices before you donate, resell or recycle them.
• Review your transaction history in online banking if you lose a device. Report the loss and any suspicious transactions to us by calling us on 2233 3000. You should also enable access to wipe your device remotely.
• Put an automatic lock on your device so it'll ask for a password or passcode to unlock it. This prevents unauthorised access to the device.
• Use Wi-Fi networks or service providers that you trust only. And if you can, enable security protection such as Wi-Fi Protected Access (WPA).
• Disable Bluetooth when you're not using it, or set your device so that it's not discoverable.
• Use the original default browser on your device instead of browsers that are downloaded from other sources.
• Don't log on with a jailbroken / rooted device as it may have security loopholes.
• Don't install apps or keyboards from sources that you don't trust on your device. Make sure you understand the permissions that you'll be giving it before you install the app.
• Install updates and patches for your device as soon as you can. That includes any app and operating system upgrades / updates. If you can, enable data encryption on your device.
• Always enter the URL www.hsbc.com.hk into your browser directly. Always use the HSBC HK App that you downloaded from the official app store on your device. This helps you avoid fraudulent websites and apps.
• Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this is shown as a lock icon next to our bank's name at the top of the page.
  Note: This may be hidden on some screens. It may only show up when you're scrolling down the page.
• Don't use a blue light filter app when you're using the HSBC HK App. Such apps may interfere with the security measures that are designed to protect your banking information.
• Don't mirror or share your screen so that other people can see it too.

The activity log makes it easier to identify suspicious activities earlier. You should review it from time to time for any unusual transactions on your accounts.

Here's how to get to your activity log in the HSBC HK App:

1. Go to 'Profile'. Or if you’re using our newly designed app, select the menu icon, then the profile icon.
2. Choose 'Activity log'.

To help you monitor your account, we log your high risk transactions and log on activities completed on HSBC HK App, HSBC Online Banking, HSBC Reward+ and HSBC Easy Invest. These types of activities are usually associated with a high risk exposure. Examples include, but are not limited to:

• Logging on to HSBC HK App, HSBC Online Banking, HSBC Reward+ and HSBC Easy Invest
• Setting up the HSBC HK App on a new device
• Resetting username, password or mobile banking PIN
• Enabling biometric authentication
• Updating contact details
• Transfers to non-registered payees
• Adding a new payee
• Updating payment and transfer limits
• Bill payments
• Blocking and unblocking credit card
• Blocking and unblocking debit card
• Activating physical credit card
• Activating physical debit card
• Adding credit card to mobile wallet (ie Apple Pay and Google Pay)
• Adding debit card to mobile wallet (ie Apple Pay and Google Pay)
• Requesting to increase credit card credit limit
• Updating credit card control and spending limit
• Updating debit card control and spending limits
• Setting up overseas ATM withdrawal limit

View your devices set up for HSBC HK App or view your biometric setting

HSBC HK App > Menu icon if you are using the newly designed app > Profile icon > Security > Mange Security

View your contact details

HSBC HK App > Menu icon if you are using the newly designed app > Profile icon > Contact details

View your transfers to non-registered payees; bill payments and mobile cash withdrawals 

HSBC HK App > Select concerned transfer / payment / mobile cash withdrawal 'From' account

View your payment and transfer limits

HSBC Online Banking > Pay & transfer > Settings > Daily payment and transfer limits

View your payees 

HSBC HK App > Pay & Transfer > View all payees;

Or if you are using the newly designed app, 'Pay' > All Payees

View your autoPay instructions

HSBC HK App > 'Pay' if you are using the newly designed app OR 'Pay & Transfer' > autoPay 

View your Top up HSBC accounts via eDDA set up instructions

HSBC HK App > Menu icon if you are using the newly designed app > Profile icon > Pay and transfer > Set up and manage instructions under 'Top up HSBC accounts via eDDA'

View your credit card credit limit 

HSBC HK App > Select the concerned credit card account

View your credit card control and spending limit

HSBC HK App > Select the concerned credit card account > View more > Manage credit cards > Card control and spending limits;

Or if you are using the newly designed app, select the concerned credit card account > More > Card control and spending limits

View the block/unblock status of your credit cards

HSBC HK App > Select the concerned credit card account > View more > Block or unblock credit card

Or if you are using our newly designed app, simply select the concerned credit card account

View your credit or debit cards added to mobile wallets (ie Apple Pay and Google Pay)

Go to your device's mobile wallet and check if the cards have been added

View your debit card control and spending limit

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards > Card control and spending limits

View the block/unblock status of your debit cards

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards

View your Local ATM daily withdrawal limit from debit cards

HSBC HK App > Select any sub-account of the integrated account linked with primary debit card > Manage debit cards > Set daily cash withdrawal limit > Set local limit

View your overseas ATM withdrawal limit

HSBC HK App > Menu icon if you are using the newly designed app > Profile icon > Pay and transfer > Transfer and withdrawal limits > Overseas ATM withdrawal limit

Simply log on to the HSBC HK App and follow these steps to increase the credit limit for your card. 

1. Select the credit card you want to increase the credit limit for.
2. Tap on 'View more', and then on ‘Increase credit limit’. Or if you're using our newly designed app, choose 'More', and 'Credit limit increase'.
3. Enter your preferred credit limit and declare your relationship with HSBC.
4. Review the information, accept the credit card terms and key facts statement, then tap on 'Confirm'.

Please note the credit limit increase is subject to bank checks and approvals. If need be, we'll request you to upload your income proof. It'll take up to 4 working days process your application.

No, the credit limit will be shared between the primary and supplementary cardholder(s), if any.

Yes, you may state your preferred credit limit in your application. This will be subject to Bank's review and approval. Alternatively, you may accept the pre-approved credit limit to be assigned by the Bank (if applicable).

Your application is likely to be instantly approved during system hours, from 9:00am to 8:00pm (Monday to Friday), and 9:00am to 5:00pm on Saturday. 

Sometimes, it may take around 4 working days to process your application after you've submitted the required documents. In the event of high volume, it may take longer  to complete the review.

Your application may have been declined. You may consider transferring your credit limit from another HSBC credit card, if necessary.

For a temporary credit limit increase, please log on to online banking or request it by calling our customer service hotline:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

Other customers: (852) 2233 3000

You can't cancel your application once you’ve submitted it. We'll notify you of the outcome via email and push notification or SMS.  You can also ask us to review and change your credit limit at any time via online banking or customer service hotline.

You can submit both credit limit transfer and credit limit increase applications through the HSBC HK App. We suggest you to apply for the credit limit transfer first if you've unused limit under other cards, with instant approval. If you still need additional limit after this, you may also apply for credit limit increase.

Once the credit limit increase application is submitted and in review, you can't apply for a credit limit transfer through the app. Please call our customer service hotline for immediate assistance:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

Other personal banking customers: (852) 2233 3000

To activate your credit card in the HSBC HK App, please follow these steps:

1. Log on to the HSBC HK App.
2. Go to your account list and select the credit card.
3. Choose 'Activate physical card'. Or if you followed the banner in the homepage, select 'Activate'.
4. Follow the instructions on the screen to complete the process.
    

If you're using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to your account list and select the credit card.
3. Choose 'Activate card' and follow the instructions on the screen to complete the process.

We may ask you to enter the expiry date of the credit card to finish activating your card.

Yes, you can do so as long as it's an HSBC personal credit card.

No, you can only activate each one at a time in the HSBC HK App.

Please allow up to 2 working days for it to show up after you've successfully activated it.

To manage your credit cards in the HSBC HK App, simply follow these steps:

1. Log on to the HSBC HK App.
2. Select the credit card and choose 'Manage credit cards'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to 'Cards' and select the card you want to manage.

If you've misplaced your credit card, you can put a temporary block on it while you look for it. Here's how to do that:

1. Log on to the HSBC HK App.
2. Choose the credit card you want to block, then 'Manage credit cards'.
3. Select 'Block' to block the card.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to 'Cards', swipe to the card you want to block, then 'Block card'.

You can block it for up to 60 days. You can also unblock it at any time within those 60 days.

If you don't unblock it within 60 days, it'll automatically be reported as lost.

All transactions on that credit card will be blocked. That includes any mobile or ATM transactions.

You can still make transactions that don't need authorisation or reauthorisation. These include:

• Your existing Direct Debit Authorisations (DDAs), such as the Octopus Automatic Add-Value Service
• Your recurring automatic payments and instalments, such as for goods bought in a retail store or for subscriptions
• Any contactless payments that are less than HKD1,000

Please note that you'll still be responsible for these transactions.

You can unblock your credit card in the HSBC HK App. Here's how to do that:

1. Log on to the HSBC HK App.
2. Choose the credit card you want to unblock, then 'Manage credit cards'.
3. Select 'Unblock' to unblock the card.
    

If you're using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to 'Cards', swipe to the card you want to unblock, then 'Unblock card'.

You can choose to:

• Pay current amount due – this will be the outstanding amount that's due on your next payment due date
• Pay total minimum payment – this will the minimum amount that you have to pay on your next payment due date
• Pay another amount – this can be any other amount that you want to pay
   

To make a payment towards your credit card bill, please follow these steps:

1. Log on to the HSBC HK App and choose the credit card account you want to pay.
2. Select 'Make a payment', then choose the account you want to pay from.
3. Choose one of the three payment options. Check the payment details. If you chose 'Pay current amount due' or 'Pay total minimum payment amount', we'll fill in the amount automatically. But if you chose 'Pay another amount', you'll need to enter an amount yourself.
4. Select 'Continue', review the details, then choose 'Confirm' to complete the payment.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to 'Cards', select the credit card you want to pay, then 'Make a payment'.
3. Choose one of the three payment options. Check the payment details. If you chose 'Pay current amount due' or 'Pay total minimum payment amount', we'll fill in the amount automatically. But if you chose 'Pay another amount', you'll need to enter an amount yourself.
4. Select 'Continue', review the details, then choose 'Confirm' to complete the payment.

It's an approved transaction which we'll deduct 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 to settle it.

It can also be a temporary hold on funds in your credit card account. Some merchants use it to check that you have enough credit limit for things such as hotel or car rental deposits. Pending transactions won’t affect your account balance, though they’ll eventually be deducted from your available credit limit. And you don’t need to settle them until they’ve been posted.

Yes, you can see the pending transactions on all your HSBC personal credit cards.

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

Some merchants use these transactions to confirm that your credit card is valid. But they won't actually post the charge.

The amount may be held for some time, but 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 show up as a pending transaction within minutes.

It will remain as 'pending' until the merchant sends the transaction to us and we fully process it. The time it'll take varies from merchant to merchant.

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

By default, we'll notify you by email when you make transactions of up to HKD500. This happens when you make the transaction without your physical card or mobile wallet.

For transactions above HKD500, we'll notify you by SMS.

Yes, you can choose whether you want to receive them by email or SMS for transactions of up to HKD500.

To do this, log on to the HSBC HK App and follow these steps:

1. Go to 'Profile' and select 'Communication preferences'.
2. Choose 'Credit card transaction notifications' to set it your way.
    

If you're using our newly designed app, log on and follow these steps instead:

1. Select the menu icon, then the profile icon.
2. Choose 'Communication preferences', then 'Credit card transaction notifications' to set it your way.

Please report lost or stolen credit cards as soon as you can. This will help prevent fraudsters from using them.

If the card was lost or stolen within the last 30 days, you can let us know about the loss and ask for a replacement via the HSBC HK App. To do so, please follow these steps:

1. Log on to the HSBC HK App.
2. Select 'Support', then 'Report lost credit card and request replacement'.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App, and go to 'Cards'.
2. Swipe to the card you want to report, and choose 'More'.
3. Select 'Report and replace lost card'.
    

You can also report the loss in HSBC Online Banking. For more details, you might like to check out our 'Lost or stolen cards' page.

If the card was lost or stolen more than 30 days ago, please call our Customer Service Hotline for assistance.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

If you report the loss and ask for a replacement in the HSBC HK App, we'll process your request right away. We'll also block your credit card right away so it's no longer valid. We'll then send you confirmation of this by email or post.

We'll issue you a replacement credit card that has a new number within 5 working days. We'll send it to your registered correspondence address.

Please wait until the transaction has been processed and posted before you dispute it. Pending transactions are subject to change until then.

But if it's a transaction made on a lost or stolen credit card, please report it to us right away. You can do this in the HSBC HK App or in HSBC Online Banking. For more details, you might like to check out our 'Lost or stolen cards' page.

Please report the loss of your other HSBC cards, such as debit cards, to us in HSBC Online Banking or by calling us on the right hotline for you.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

Pending transactions are deducted from your available credit limit right away. But it won't affect your account balance until the merchant sends it to us and we process it fully.

They're not shown as pending transactions right away. That's because their authorisation process is a bit different from other credit card transactions.

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

No, you won't be notified when that happens. It'll become a posted transaction, with a posting date and final transaction amount, once we've received the settlement request from the merchant.

You can dispute the transaction or let us know if you think your credit card has been lost, stolen or misused. To do so, please call the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

Yes, it's still pending approval. Instalments will be shown as pending transactions while we process your application. In the meantime, the instalment amount will be deducted from your available credit limit.

Once the merchant has processed your transaction fully, it'll be moved to an instalment plan.

That's because some merchants don't provide a name.

It'll be removed from your credit card account. Your credit limit will also be released accordingly.

It lets you settle individual transactions or your card account balance by instalments. You can use it for eligible transactions and cards only. And to do so, the amount must be HKD1,000 or higher.

You can apply for it if you have an eligible card balance of at least HKD1,000.

Please note:

• If you're a primary cardholder, you can apply for this under your primary or supplementary cards. You can do this in the HSBC HK App.
• If you're a supplementary cardholder, you can apply for this under your supplementary card only. To do this, please call us on (852) 2233 3052.

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

• The card or card account you're applying with is not eligible, such as:

- 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 an HSBC Pulse UnionPay Currency Diamond Card 

• You don't have an eligible card balance of at least HKD1,000
• You're the supplementary cardholder, not the primary cardholder

If you're a supplementary cardholder, you can apply for this under your supplementary card only. To do this, please call us on (852) 2233 3052.

You can apply for a Spending Instalment Plan if it's an HSBC personal credit card. Both primary and supplementary cards are eligible.

Please note that the following cards and card accounts are not eligible for a Spending Instalment Plan:

• 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 an HSBC Pulse UnionPay Currency Diamond Card

It can only be used on posted transactions that have been billed on your current statement, and on posted unbilled transactions made with an eligible credit card.

You can submit your application in the HSBC HK App or Reward+ app. You must do so at least 1 working day before the transaction's payment due date.

Ineligible transactions include, but are not limited to:

• Unposted, cancelled or refunded transactions
• Cash advances
• Instalment plans
• Octopus AAVS (Octopus Automatic Add-Value Service)
• Withdrawals made under a Cash Instalment Plan or Cash Credit Plan
• Gambling transactions
• Purchases or reloads of stored value cards and e-Wallets
• Transactions made at non-financial institutions (including purchases of foreign currency, money orders and traveller's cheques)
• Transactions at financial institutions (including purchases of merchandise and services from banks)
• Wire transfers
• All fees and charges

To apply for a Spending Instalment Plan, log on to the HSBC HK App and follow these steps:

1. Find 'Explore products and services' and select 'Credit cards & instalment plans'.
2. Choose 'Spending Instalment Plan'.

Alternatively, you can:

• Select one of your HKD personal credit cards.
• Choose 'View more', then 'Create or view Spending Instalment Plan'.

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to 'Products' after log on
2. Select ' Cards & Instalments' and then select 'Instalment plans'

Alternatively, you can:

1. Select one of your HKD personal credit cards after log on
2. Choose 'Spending Instalment Plan'.

You must have an eligible card balance of at least HKD1,000 to apply for a Spending Instalment Plan.

Yes, you can do so as long as you have an eligible card balance or card transactions of at least HKD1,000 for each Spending Instalment Plan.

You can turn off online transactions on your HSBC credit card in the HSBC HK App. To do this, follow these steps:

1. Choose the card you want to turn off online transactions for.
2. Select 'View more', then 'Manage credit cards'.
3. Choose 'Card control and spend limit', then switch 'Online transactions' off.
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to your account list and select the credit card you want.
2. Select 'More', then find 'More actions'.
3. Choose 'Card control and spending limit', then switch 'Online transactions' off.

To set a monthly online spending limit on your HSBC credit card, log on to the HSBC HK App and follow these steps:

1. Select the credit card you want to set a limit on.
2. Choose 'View more', then 'Manage credit cards'.
3. Check that the card is activated for online transactions, then select 'Monthly online spending limit'.
4. Use the 'Monthly online spending limit' toggle to switch on the limit.
5. Enter the limit you want to set, then select 'Set limit'.
6. Follow the instructions on the screen to authenticate your instructions to set the limit.
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to your account list and select the credit card you want to set a limit on.
2. Select 'More', then find 'More actions'.
3. Choose 'Card control and spending limit'.

Please check if you've set a monthly online spending limit on your credit card. Next, check if your transaction has reached or exceeded that limit.

If it has, you can adjust the limit or remove it, and try to make your online transaction again. You can adjust or remove this limit at any time.

You can turn off online transactions for your primary debit card. Once you've done it, you won't be able to use it to make online transactions. Here's how to do that:

1. Log on to the HSBC HK App and select the primary debit card account you want to turn off online transactions for.
2. Choose 'Manage debit cards', then 'Card control and spending limit'.
3. Use the 'Online transactions' toggle to switch off this function on your debit card.
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to your account list and select the integrated account that's linked to the debit card.
2. Select 'Manage debit card', choose 'More', then find 'More actions'.
3. Choose 'Card control and spending limit'.

You can set a monthly online spending limit on your primary debit card. To do so, log on to the HSBC HK App and follow these steps:

1. Choose the integrated account that's linked to the debit card you want to set a limit on.
2. Select 'Manage debit cards', then select 'Card control and spending limit'.
3. Check that the card has been activated for online transactions, then select 'Monthly online spending limit'.
4. Turn the 'Monthly online spending limit' switch on.
5. Enter the amount you want to set as the limit, then select 'Select limit'.
6. Follow the instructions on the screen to authenticate the change, and you’re done.

If you're using our newly designed app, you can log on and follow these steps instead.

1. Go to your account list and select the integrated account that's linked to the debit card.
2. Select 'Manage debit card', choose 'More', then find 'More actions'.
3. Choose 'Card control and spending limit'.
4. Enter the amount you want to set as the limit.
5. Follow the instructions on the screen to authenticate the change, and you're done.

Please check if you've set the daily spending, monthly spending or monthly online spending limits on your credit card. Next, check if your transaction has reached or exceeded those limits.

If it has, you can adjust those limit or remove them, and try to make your online transaction again. You can adjust or remove these limits at any time.

You can see your own 'Transaction details' page if you hold an HSBC personal credit card.

Yes, as long as it's an HSBC personal credit card. It's available for all card schemes, including Visa, Mastercard, and UnionPay.

No, we provide this information to you for free.

You'll be able to see:

• Your transaction details, such as instalment and foreign currency information
• Any additional merchant details, such as the URL and merchant type

To see the details of a credit card transaction, please follow these steps:

1. Log on to the HSBC HK App.
2. Select the credit card that the transaction was made on.
3. Choose the transaction to see its details.
    

If you’re using our newly designed app, you can follow these steps instead:

1. Log on to the HSBC HK App.
2. Go to 'Cards', select the card you used to make the transaction.
3. Choose the transaction to see its details.

These details are subject to the information that merchants and card schemes disclose.

Transactions where these details won't be available include, but are not limited to:

• Bank fees and charges
• Bank maintenance fees (such as card repayments, marketing rebate, and balance adjustments)
• Octopus AAVS (Octopus Automatic Add-Value Service) transactions
• Interest-free Merchant Instalment Plans
• Bill payments
• Credit card statement balance or purchases that have been paid for with RewardCash
• Credit card payments made for redemptions in the HSBC Reward+ eShop or for e-Coupons
• Payment returns
• Cash Credit Plan transactions
• Reposted transactions

Please let us know so we can follow up on it. To raise the issue with us, log on to the HSBC HK App and go to 'Support' .

If you’re using our newly designed app, you can contact us through the 'Chat with us' chat bar in the app.

You can raise the issue with us to get more information on it. Simply log on to the HSBC HK App and go to 'Support'. Or if you're using our newly designed app, you can contact us via the 'Chat with us' chat bar in the app.

If you don't recognise the transaction, please raise a dispute right away. For the full details on how to do this, please visit our 'Transaction dispute' page.

You can raise a dispute on a credit card transaction in the HSBC HK App by following these steps:

1. Log on to the HSBC HK App.
2. Select the credit card, then the transaction to see its details.
3. Choose 'Have a query on this transaction?' if you don't recognise it or you want to ask about it.
4. Select 'I don't recognise this transaction', then 'Continue'.
5. Answer a few questions to tell us why you're raising the dispute.
6. Select 'Continue' and review your transaction dispute submission.
7. Choose 'Submit dispute' to cancel the card right away and raise the dispute.
    

You can ask for a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card' while you're on the dispute confirmation screen.
2. Review the summary of details, then read and accept the important information.
3. Select 'Confirm' to order your replacement card.

To raise a dispute on a debit card transaction in the HSBC HK App, log on and follow these steps:

1. Select the integrated account that's linked to the debit card.
2. Choose the current or savings account that's under the integrated account.
3. Select 'Manage debit card', then select 'Dispute debit card transaction'.
4. Choose a debit card to see its transactions.
5. Select the transaction that you want to raise a dispute for.
6. Choose 'I or my supplementary cardholder don't recognise this transaction'.
7. Read the notes about raising a dispute, then select 'Continue'.
8. Answer a few questions to tell us what happened and why you want to raise the dispute.
9. Select 'Continue' and review your transaction dispute request.
10. Choose 'Submit dispute' to cancel the card right away and raise your dispute.
     

You can order a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card' while you're on the dispute confirmation screen.
2. Review the summary of the replacement details, then select 'Accept' to acknowledge the important information.
3. Select 'Confirm' to order your replacement card.

You can raise a dispute for any credit card transaction in the HSBC HK App except (but not limited to):

• Octopus Automatic Add Value Service (AAVS) auto-reloads
• Payments, bank fees and charges, credit card refunds
• Instalment transactions such as for a Merchant Instalment Plan, Spending Instalment Plan, Cash Instalment Plan, and Cash Credit Plan

If a transaction can be disputed in the HSBC HK App, there will be a 'Have a query on this transaction?' button next to it.

You can see and dispute eligible transactions that were made within the last 60 days, in the HSBC HK App.

You can't dispute transactions like bank fees, purchase returns and cash rebates.

If you need to dispute a transaction that isn't shown in the app, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

No, because we'll deem your card as lost once you raise the dispute and we'll cancel the card immediately.

You can ask for a replacement card after you raise the dispute. If you need help, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

You can ask for a replacement card right after you've raised the dispute. Simply follow these steps:

1. Select 'Order replacement card'.
2. Review the details, then read and accept the important information.
3. Select 'Confirm' to order your replacement card.

You can get in touch with us to follow up on your transaction dispute. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

If you don't want to go ahead with a transaction dispute anymore, please get in touch with us. You can do so through 'Chat with us' in the app, or call us on the right hotline for you:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322
• All other HSBC customers: (852) 2233 3000

You'll be asked to contact the bank if:

• There are several unrecognised transactions
• You selected an unrecognised transaction on a credit card that has already been reported as lost or stolen
• There are other issues

Generally, we'll make a temporary refund of the dispute amount to you within 7 working days of receiving your request. That's unless we need a longer time to process it.

We'll let you know once we've processed the temporary refund. It'll usually take 6 to 8 weeks to investigate the dispute with the merchant. If we need to, we'll contact you to follow up.

No, please contact us to order a replacement instead. Please call the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

HSBC Premier Elite customers: (852) 2233 3033

HSBC Premier customers: (852) 2233 3322

All other HSBC customers: (852) 2233 3000

It lets you transfer your credit limit from one or more eligible credit cards to another eligible credit card that's under your name. It's easy and you won't need any supporting documents to do it. The new credit limit will be effective right away. You can make this request at any time, and do it again whenever you need it.

Please note that this service applies to HKD primary credit cards only.

You should consider your recurring payments and your upcoming needs so you can avoid going over the limit on any of your cards.

To get to 'credit card limit transfer' in the HSBC HK App, please log on and follow these steps:

1. Select one of your credit cards.
2. Select 'View more', then 'Manage credit cards'.
3. Go to card services and choose 'Credit card limit transfer'.
    

If you’re using our newly designed app, you can log on and follow these steps instead:

1. Select a credit card from your account list.
2. Choose 'More', then 'Credit card limit transfer'.

You can't make another request with the card that you've already submitted a credit limit change request for. That's the case no matter if it's a credit limit increase or decrease. But you can still make a request with other eligible cards.

You can still submit your request if we initiated the credit limit increase or decrease for you. But once you've successfully submitted your request, we'll cancel the credit limit increase or decrease that we had initiated.

No, you won't be charged any service fees for making a credit card limit request.

Once you submit the request successfully, we'll send you confirmation by SMS and email. You can check the email for the full details. The details will include your original limit, the transferred credit limit, and your new limit.

Your card is eligible if it's:

• A valid HSBC primary credit card
• In good standing per our records

You’ll only see the eligible credit cards when you go to apply for a credit card limit transfer in the HSBC HK App.

It lets you review and approve your online payments safely and conveniently. Simply log on to the HSBC HK App to approve or reject them.

When you make an online transaction with your HSBC card, you may be asked to authenticate it. This is because some merchants use 3D Secure to enhance security for online purchases. You can do it with a verification code or in the HSBC HK App.

If you’ve already set up your HSBC HK App and verified your identity, you can authenticate the purchase in the HSBC HK App. We’ll send you an authentication request so you can do so with your 6-digit Mobile Banking PIN. Or you can do it with your biometric authentication on supported devices.

Otherwise, we’ll send a verification code to your registered mobile number by SMS. Simply enter the code on the merchant’s payment page to authenticate the purchase.

No, you’ll only need to do this when you make online transactions with merchants that support 3D Secure.

Yes, they’ll expire.

Verification codes

A verification code will expire 100 seconds after it’s been issued.

If it expires before you can use it, go to the transaction page and select ‘Resend code’. You’ll receive a new code, sent to your registered mobile number. You can then use it to try again.

Please note that verification codes can only be resent twice for each transaction. If you ask for a code to be resent twice in a row but you don’t enter the correct code, you won’t be able to complete the transaction. Instead, you’ll be directed back to the merchant and you’ll need to restart the transaction again.

Authentication requests

An authentication request will expire 3 minutes after it's been issued.

If it expires, you'll need to go back to the merchant and try again.

You may be asked to authenticate an online transaction if the merchant uses 3D Secure. Once you've entered your card details on the merchant's website or app, we'll send you a push notification that asks you to authenticate the transaction. Here's what you should do next:

If you've received a push notification for the transaction, tap it and follow the instructions to approve the transaction. If you haven't received one, please log off, then log on again to approve the transaction. Please note that you have 3 minutes to approve it.

If you already have push notifications turned on for the HSBC HK App, then you're all set to receive these alerts. Otherwise, please follow these steps to turn on push notifications for the HSBC HK App:

Or if you're using our newly designed steps, log on and follow these steps instead:

Your transaction may have timed out. Please try again with the merchant, then tap the push notification and approve the transaction on the HSBC HK App. Please note that you have 3 minutes to approve it.

You'll see a 'Next transaction' button so you can move on to the next valid transaction.

If you prefer to authenticate your online transactions by SMS OTP instead, please contact us to set it up.

You can get in touch via 'Chat with us' in the HSBC HK App or in HSBC Online Banking.

Or you can call us on the right hotline for you:

HSBC Global Private Banking customers: (852) 2233 3033

The service may be temporarily unavailable. This might happen when we're maintaining and updating our banking services. So we'll send you a verification code instead. This way, you can keep shopping online with your card while we work in the background to improve our services.

If you have more than 1 HSBC credit card that's eligible for a credit limit transfer, you can transfer the unused limit from one card to the other. You should do this before you apply for a Cash Instalment Plan.

Next, log on to the HSBC HK App and follow these steps to apply for a Cash Instalment Plan:

1. Select the credit card you want to apply for a Cash Instalment Plan with.
2. Select 'View more', then 'Create or view Cash Instalment Plan'. Or if you're using our newly designed app, choose 'More', and 'Cash Instalment Plan'.
3. Look for the 'Get more cash' prompt when you're in the onboarding or application stage, then select 'Transfer'. This will direct you to the Credit Limit Transfer application process.
4. Complete the 'Transfer credit limit' process, then select 'Return to Cash Instalment Plan'.
5. Check that the 'Amount available for a Cash Instalment Plan' has been updated to reflect your credit limit transfer.
6. Complete the rest of the steps on the screen to submit your Cash Instalment Plan application.

You can do this if you hold at least 2 valid HSBC primary credit cards, issued in Hong Kong. One card must meet the requirements for a Cash Instalment Plan, while the other must meet the requirements for a credit limit transfer.

Yes, you can do this before or while you're applying for your Cash Instalment Plan.

You can also transfer your credit limit after completing your Cash Instalment Plan application. This way, you can enjoy some extra credit limit on one of your cards.

Once approved, your credit limit transfer will be effective right away. The amount available for a Cash Instalment Plan will be adjusted accordingly when you go to apply for it.

You can apply for a Cash Instalment Plan if you meet both of these requirements:

• You have at least HKD2,000 in available credit limit.
• You hold an eligible credit card.
   

Please note that the following cards and card accounts are not eligible for a Cash Instalment Plan:

• A non-Hong Kong Dollar personal primary credit card
• An additional credit card
• A co-branded card
• An undergraduate credit card
• A Visa Gold Card for Students
• A private label card
• The RMB sub-account of an HSBC UnionPay Dual Currency credit card or an HSBC Pulse UnionPay Dual Currency Diamond Card

You must apply for at least HKD2,000. Please check that your available credit limit is higher than HKD2,000 and that it can cover the handling fee.

Yes, you can do so as long as your available credit limit is over HKD2,000 and can cover the handling fee.

Please note that you must complete your previous application before you can make a new application. That means the previous application must be approved, declined or cancelled first.

You can check the status of your Cash Instalment Plan application in the HSBC HK App. Here's how to do that:

1. Log on to the HSBC HK App.
2. Select the credit card, then 'View more'.
3. Choose 'Create or view Cash Instalment Plan' to see your application status.

We'll send you confirmation by SMS and by mail or email once your application has been approved.

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to 'Cards' and swipe to one of your credit cards.
2. Choose 'More', and 'Cash Instalment Plan'.

If you submit it during system hours, we’ll process it in real time. Otherwise, we’ll show it as ‘pending’ by default. Please check back for an update on the next day, from 9am onwards.

Our system hours are:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm
• Sundays and public holidays, 9am to 12am

You can convert your credit to cash, and transfer it to a bank account.

HSBC bank accounts

We'll process the transfer in real time during system hours.

Our system hours are:

• Mondays to Fridays, 9am to 8pm
• Saturdays, 9am to 5pm
• Sundays and public holidays, 9am to 12am

If we don't need proof of income, we'll approve the fund disbursement right away.

If we need it, we can usually review and approve your application once we receive your supporting documents.
 

Non-HSBC bank accounts

Please provide the bank account statement. It should include your account number and name. Once we receive your supporting documents, please allow us at least 3 days to process your application.

For non-HSBC bank accounts, the fund disbursement will be subject to the other bank’s processing time.

There are two ways you can apply for a Cash Instalment Plan in the HSBC HK App.

From the 'Home' screen

1. Go 'Explore products and services' and select ‘Credit cards’.
2. Choose 'Cash Instalment Plan', and then pick an HKD credit card you can apply with.
    

From one of your HKD credit cards

1. Choose an HKD credit card that you want to apply with.
2. Select 'View more', then 'Create or view Cash Instalment Plan'.
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to 'Cards' and select one of your credit cards.
2. Choose 'More', and 'Cash Instalment Plan'.

Yes, but you should consider it carefully before going ahead. That's because we'll charge you both the total outstanding principal amount and an early repayment fee. The fee is 2% of the outstanding principal amount.

You won’t be charged interest if you pay the full amount due on your credit card by its due date. If not, we’ll charge interest on the outstanding balance at the prevailing interest rate.

Please note that there’s a personalised monthly handling fee for each Cash Instalment Plan. You can check yours in the HSBC HK App. Or you can call us on (852) 2233 3051.

You can find it on your card statement. You’ll also see the number of outstanding repayments on it. We’ll bill you for each monthly repayment as a transaction.

Yes, once it's been approved, we'll send you an SMS. This will be on the same day or on the next working day.

We'll also send you confirmation by mail or email, whichever you’ve put as your preferred communication channel.

You can change this preference at any time via the HSBC HK App. Here's how to do that:

1. Log on to the HSBC HK App and go to 'Profile'.
2. Select 'Communication preferences', then 'Important notification preferences'.
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Select the menu icon, then the profile icon.
2. Choose 'Communication preferences', then select 'Important notification preferences'.

You may need to upload supporting documents for your Cash Instalment Plan application. There are a few ways you can do this in the HSBC HK App.

• Via the confirmation screen after you've submitted your application.
• By selecting one of your credit cards, then choosing 'Create or view Cash Instalment Plan'.
• By following the message shown on your 'Home' screen or your credit card account details screen.
   

If you're using our newly designed app, you can log on and follow these steps instead:

• Via the confirmation screen after you've submitted your application.
• By selecting one of your credit cards – Choose 'More', then 'Cash Instalment Plan'.
• By following the message shown on your homepage or in 'Cards'.

If you've already submitted it, you can ignore the message. We display it in the HSBC HK App for about 4 days to make it easier for you to upload your supporting documents, just in case you need to.

It's a digital copy of your physical credit card; it’s not a separate credit card. It lets you see the same information as what's on your physical credit card. That includes your card number, the name on your card, its expiry date and your CVV. You can also add your virtual credit cards to your mobile wallet to make mobile payments more quickly.

If you've just been approved for a new credit card, you can use your virtual credit card details to make online purchases even before your physical card arrives by post.

And if you already hold a credit card, you can use your virtual credit card details to make online purchases even when you don’t have your physical card on hand.

Yes, you can use a virtual credit card. But you should also note that:

• If you applied for a credit card online and just got approved, you can activate your virtual card before you receive the physical one. You'll still need to activate your physical card within 14 days.
• If you've already activated your physical credit card, you don't need to activate your virtual card separately. You can already access your virtual card and its details in the HSBC HK App.

Yes, you can register for selected promotions. But you’ll need to activate your virtual card first.

Once you've activated your virtual card, you can register for selected card promotion campaigns. These campaigns support the capture of your virtual card information in the HSBC HK Reward+ app. You'll need to enter your credit card details manually in the app to register.

No, if you’ve already activated your physical credit card, you can access your virtual card too. The details you can access includes your card number, the name on your card, its expiry date and your CVV. You can also add your virtual credit cards to your mobile wallet in the HSBC HK App.

You must activate your physical credit card.

If you activate your virtual card first, you must activate the physical one within 14 days. If not, we’ll cap its total credit limit at HKD10,000 or at the approved credit limit, whichever is lower. After the 14-day grace period, we’ll suspend both the virtual and physical credit cards. This is to prevent potential fraud.

If you activate your physical card first, then you can access your virtual card too. You can see its details and add it to your mobile wallet right away in the HSBC HK App.

If you don't, we'll cap its total credit limit at HKD10,000 or at the approved credit limit, whichever is lower. After the 14-day grace period, we’ll suspend both the virtual and physical credit cards. This is to prevent potential fraud.

You can only access your virtual credit card details after you've successfully logged on to the HSBC HK App.

ESG stands for Environmental, Social and Governance. 

ESG investing is also known as sustainable investing. It refers to specific investment approaches. These aim to generate long-term financial returns. At the same time, they also aim to advance sustainable solutions and outcomes.

ESGs provide a measure which investors can use to seek and screen how sustainable an investment opportunity is. This arose from the global response to climate change.

In October 2021, the 26th United Nations Climate Change Conference (COP26) reviewed and reinforced the progress of the 2016 Paris Agreement. The goal is to reach net zero emissions by 2050. And so ESGs are expected to become the main trend and see long-term growth.

The future requirements for ESGs will increase. These will have a more important impact on corporate performances, based on market demand. By including ESGs, investment portfolios may become more resilient. They may also contribute to society as a whole.

Please note that ESGs do not guarantee returns on their portfolios.

ESG investments keep a focus on financial returns. At the same time, they also focus on environmental and social considerations. Based on our analysis, an ESG approach to investing has benefited stock and bond portfolio performance over the last 10 years. Plus, risk-adjusted returns in the long term are more likely to be structurally stronger. This is the case as the economy moves towards sustainability.

But they don't guarantee better performance than their peers. They don't necessarily provide better performance either. ESG factors don't necessarily hurt investment performance. These investments may in fact help to future-proof investment portfolios. They could help protect portfolios against the risks that are associated with a move towards a more sustainable economy.

Please note that past performance does not indicate future returns.

We offer a comprehensive range of ESG and sustainable investing products. They could help align your sustainability objectives with your financial goals.

You can find our list of ESG funds in HSBC Online Banking and the HSBC HK App. Simply use the unit trust search tool, and make sure you select the ESG search checkbox.

If you're using our newly designed app, go to 'Wealth' select 'Unit trusts', and use the search tool to find ESG funds.

Yes, you can apply for a Revolving Credit Facility in the HSBC HK App. To do so, you must meet all of the following requirements:

• You must be a Hong Kong resident.
• You must be aged 18 or above.
• You must have a valid mobile number, email address and residential address in our records.
• You must have a monthly income of at least HKD5,000.

Yes, you'll be charged interest on your Revolving Credit Facility.

You can use the calculator in the HSBC HK App to see how much interest you'll be charged for the length of time that you use this facility. Here's how to get to the calculator:

1. Log on to the HSBC HK App.
2. Go to 'Loans', then select 'Revolving Credit Facility'.
    

If you're using our newly designed app, follow these steps instead:

1. Log on to the HSBC HK App and select the menu icon, then 'Products'.
2. Choose 'Loans', then 'Revolving Credit Facility'.

Note: The total interest, daily interest, and Annualised Percentage Rate (APR) shown in the calculator are for reference only.

Once your application has been approved, we'll let you know by SMS and email. We'll also send you confirmation by post at your residential address.

If we need more supporting documents from you, we'll let you know. You can then upload them online via our document upload tool.

In the 'Vulnerable Customer' (VC) assessment, the reference amounts are:

• Low net worth: HKD50,000 or its equivalent in foreign currencies
• Low income: HKD7,500 or its equivalent in foreign currencies

We may review or change these amounts without prior notice.

To buy stocks, log on and follow these steps:

1. Go to the ‘Investment’ tab.
2. Choose ‘Trade stocks’, or if you already hold stocks, select 'Stocks' under your holdings overview.
3. Search for the stock you want to buy, then follow the instructions on the screen to complete your transaction.
    

If you're using our newly designed app, follow these steps instead:

1. Log on to the HSBC HK App and go to 'Wealth'.
2. Choose 'Trade stocks', or if you already hold stocks, select 'Stocks' under your holdings overview.
3. Search for the stock you want to buy, then follow the instructions on the screen to complete your transaction.

To sell the stocks you hold, log on and follow these steps:

1. Go to the 'Investment' tab.
2. Select 'Stocks' to see your current holdings, then choose the stock you want to sell.
3. Follow the instructions on the screen to sell the stock.

If you're using our newly designed app, follow these steps instead:

1. Log on to the HSBC HK App and go to 'Wealth'.
2. Select 'Stocks' to see your current holdings, then choose the stock you want to sell.
3. Follow the instructions on the screen to sell the stock.

To see your order status, log on and follow these steps:

1. Go to the 'Investment' tab.
2. Select 'Stocks order status'.
    

If you're using our newly designed app, log on and follow these steps instead:

1. Go to 'Wealth'.
2. Select 'Stocks order status'.

You can use filters to narrow down the search for your order. Please note that each order will have its own order status. This will let you know the latest status of each order.

You can see the latest status for your order on the order status screen. Here's how to get to it:

1. Go to the 'Investment' tab. If you're using the new design of our app, select 'Wealth' at the top navigation to go to the Wealth hub.
2. Select 'Stocks order status'.

Please note that each order will have its own order status. This will let you know the latest status of each order.

You can generally see your Hong Kong stock orders from up to the last 90 calendar days.

But you can only see orders from up to the last 10 calendar days for:

• Your securities margin trading service account
• Certain investment accounts

Your account buying power indicates the maximum amount that you can buy. This will be shown on the screen when you're entering your order details.

After you place an order, its status will be shown as 'Pending Dealing' if it was placed during trading hours. It will be shown as 'Pending Capture' if it was placed after trading hours.

Here's a full list of the order statuses that you might see, and what they mean:

• Fully Executed: The whole order quantity has been executed upon the order expiry date.
• Partially Executed: A part of the order quantity has been executed upon the order expiry date. 
• Unexecuted: The order couldn't be executed upon the order expiry date. 
• Fully Cancelled: The broker has accepted the order cancellation request (without partial executions).
• Partially Cancelled: The broker has accepted the order cancellation request (with partial executions).
• Pending Amendment: The order amendment request is pending the broker's acceptance, no further amendment or cancellation is allowed.
• Pending Cancellation: The order cancellation request is pending the broker's acceptance, no further amendment or cancellation is allowed.
• Pending Dealing: The order is pending execution. 
• Pending Capture: The order was received after trading hours and is pending validity checking. You must check if HSBC has successfully captured orders with this status before the market opens on the next trading day. If it has, it will show as 'Pending Dealing'. Otherwise, it might've be rejected due to insufficient funds or other reasons.'

The HKEx implemented Severe Weather Trading from 23 September 2024 onwards. This means that Hong Kong securities and derivatives markets will remain open during trading days, even under severe weather conditions. For example, if the Hong Kong Observatory issues a Typhoon Signal No.8 or higher or a Black Rainstorm Warning, or if the HKSAR government announces 'extreme conditions'. You can learn more about Severe Weather Trading on the HKEx website.

To subscribe to an IPO or IPO loan facility in the HSBC HK App, log on and follow these steps:

1. Go to the ‘Investment’ tab.
2. Select 'IPO'.
    

If you're using our newly designed app, log on and follow these steps instead:

1. Go to 'Wealth'.
2. Select ‘IPO’.

No, the charts in the HSBC HK App don't support trend lines or technical indicators. But you can interact with the charts to see the daily details of the stock price. For example, the day's low, day's high, closing price, and price change for each day.

If you'd like to see more comprehensive chart details, you can try out our dedicated stock trading app instead. Learn more about the HSBC HK Easy Invest app.

We don't have a stock watch list feature in the HSBC HK App at this time. If you'd like to set up a stock watch list, please use the HSBC HK Easy Invest app instead.

Alternatively, you can manage and monitor your stock watch list in HSBC Online Banking.

Before you log on, the quotes you see are at least 15 minutes behind.

After you've logged on, the quotes you see are in real time unless otherwise stated.

You can see these details from the factsheet for the product. Please visit the page for the stock you want to learn more about:

• HK Stocks
• China A Stocks and ETFs / China Connect Securities
• 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.

We currently offer 6 types of holdings that you can see in the 'Investment' tab of the HSBC HK App. These are securities, unit trusts, bonds, ELIs, Capital Protected Investment (CPI) and Deposit Plus (DPS).

Your settled position will be shown in the 'Investment' tab. That's except for CPI and DPS, which will show the nominal value.

Please note that the securities you hold in the HSBC Easy Invest app now show the executed position. This is what's reflected after the transaction has been completed. But the ones in the 'Investment' tab of the HSBC HK App show the settled position. Or if you're using our newly designed app, go to 'Wealth' to see the settled position.

To see your FlexInvest holdings, log on to the HSBC HK App and follow these steps:

1. Go to the 'Investment' tab.
2. Select 'FlexInvest'.
    

If you're using our newly designed app, log on and follow these steps instead:

1. Go to 'Wealth'.
2. Select 'FlexInvest'.

This value, as shown in the HSBC HK App, is calculated based on the sum of all your holding balances in HKD.

This is due to a difference in the price used for calculating the market value of stock holdings.

The stock price used for the holding value on the account summary screen is the closing price as at T-1 or the current trading-day close. It's applied on the settled position of the stock.

The stock price used for calculating the market value in 'Investment' or 'Wealth' is the latest market price (with at least a 15-minute delay).

For products other than stocks, there's no difference in the market value.

It's the foreign exchange rate used as both the real-time buy/sell rate.

Yes, joint accounts will be shown in 'Investment' / 'Wealth'.

The market price used to calculate the holding balance is specific to each product type. Please note:

• Stocks are shown with a 15-minute delay.
• Unit trusts will have an intra-day price update from their fund house.
• ELI and bonds will show the T−1 closing price.

A market price does not apply for Capital Protected Investment (CPI) and Deposit Plus.

To get to the Risk Profiling Questionnaire, log on to the HSBC HK App and follow these steps:

1. Go to 'Profile'.
2. Select 'Investments', then 'Risk Profiling Questionnaire'.
    

If you're using our newly designed app, log on and follow these steps instead:

1. Go to 'Wealth'.
2. Select 'Risk Profiling Questionnaire'.

Yes, you can get alerts for stocks and IPOs via the HSBC HK Easy Invest app, for free. You'll need to be an HSBC HK customer with an investment account. You'll also need to install the latest version of the HSBC HK Easy Invest app on your mobile device.

To enjoy the full experience, download the HSBC HK Easy Invest app. Terms and conditions apply.

Learn more about the HSBC HK Easy Invest app.

Smart alerts for stocks

We'll alert you when important events are happening in the markets and to the stocks that you care about. For example, when there are significant price movements in your holdings, when there's breaking news, or when your order status is updated.

You can also set up real-time predefined price alerts for free. We'll then send you a push notification via the HSBC HK Easy Invest app at your chosen frequency whenever the price moves by a certain amount or percentage, or when stock prices hit your defined target.

IPO alerts

We'll alert you by push notification when a company is open for subscription.

We'll alert you when important events are happening in the markets and to the stocks that you care about. For example, when there are significant price movements in your holdings or when there's breaking news. We'll also alert you when your orders have been executed, cancelled, or partially executed.

If you've set up real-time predefined price alerts, these will be triggered based on real-time stock prices and indices.

We'll send you all these alerts via push notifications in the HSBC HK Easy Invest app.

Learn more about the HSBC HK Easy Invest app.

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 Global Private Banking, HSBC Premier Elite, HSBC Premier and HSBC One customers)
  
• other overseas accounts via Global Payments
  

Yes. We have daily limits for payments to registered and non-registered accounts, self-named and third-party HSBC accounts (excluding self-named HSBC HK account transfers) and bill payments, etc. made through digital and self-service channels, including HSBC HK App and Online Banking, phone banking and ATM services.

Please visit HSBC Daily Transfer Limit | Payments and Transfers - HSBC HK for details.

You can update your payment and transfer limits[@transfer-and-payment-payeelimit-updatelimitedda] instantly via HSBC HK App using your transaction-verification capability along with Mobile Security Key (MSK) and security device.

Note: Please ensure you have the latest version of the HSBC HK App.

Please visit HSBC Daily Transfer Limit | Payments and Transfers - HSBC HK for more information.

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

You cannot modify a future payment. Please go to 'Manage future payments' in the HSBC HK App to delete the future payment and place a new one. Alternatively, you may go to 'View / delete future dated payments' on HSBC Online Banking, and select the"⋮" symbol on the right of your instruction to delete it.

autoPay records are not under 'Manage future payments'.

You can set up or manage your autoPay instructions in the HSBC HK App. Simply go to 'Pay and transfer' / 'Pay', then select 'autoPay'.

The new payee you've added will become effective on the next working day when submitted within business hours in HKT (before 9:00pm from Monday to Friday, or 6:00pm on Saturday). Outside business hours, such as on public holidays, this can take up to 2 working days.

Once you've successfully submitted an instruction for adding a new payee, we'll notify you both via SMS and email.

You may have already added the payee before. Please check your 'My payees' list to see if that's the case. If you've already added them, you don't need to add them again. You can make transfers to them directly.

You can view, manage and delete your registered payees in HSBC Online Banking. You can also perform all of the following actions in the HSBC HK App:

• View and search through all your registered local and global payees
• Add multiple accounts under a registered payee
• Edit a payee's nickname
• Delete a payee and/or account

To view your registered payee list and manage your payees, go to 'Pay and transfer' / 'Pay'.

There is no limit to the number of accounts under a registered payee. You may add as many registered accounts as you wish under a single payee.

You cannot transfer to this payee using faster transfer method without overseas bank charges. To enjoy this service, you can select 'Add new payee' and create payee again with the account details below:

Note: Standard transfer limit of up to HKD400,000 a day is applicable when you pay someone new.

However, you can still complete the transfer without adding a new payee, subject to overseas bank charges incurred by telegraphic transfer.

You can set up a new autoPay instruction or manage existing ones by going to 'Pay and transfer' / 'Pay' in the HSBC HK App. Next, find 'More actions', then select 'autoPay'.

The lead-time depends on the arrangement with a particular merchant/organisation. You can also check this lead-time with the merchant/organisation in question.

To set up an autoPay with a merchant/organisation that is not on list, select 'Other merchant/ organisation', then enter their bank account number or FPS proxy ID (ie mobile/ email/ FPS ID) and other merchant / organisation’s details.

You can change an existing autoPay instruction by selecting 'Edit autoPay instruction'. To cancel an existing autoPay instruction, you can select 'Delete autoPay instruction'.

Any change to an existing autoPay instruction will be submitted to the merchant/organisation within 2 business days (excluding Saturdays, Sundays, and public holidays). The effective date will depend on their process.

You can review and change your autoPay details in 3 simple steps, in the HSBC HK App:

1. Go to 'Pay and transfer' / 'Pay', find 'More actions' and select 'autoPay'.
2. Find 'Manage autoPay' and choose the autoPay record you want to edit.
3. Select 'Edit autoPay instruction'.

This is the maximum number of payments you want to allow in a specified period. For example, one payment per week or three payments per month, etc. You can edit 'Number of payments allowed per frequency' by selecting 'Edit autoPay instruction' under 'Manage autoPay' page.

If your payment amount is likely to vary each time (for example, your electricity bill), please enter the maximum amount you would expect to pay in a single payment or select unlimited amount.

Please note that if your bill is higher than your maximum amount, the autoPay instruction will be rejected and the payment will not go through.

'One-off payment' is a payment that will only happen once, so autoPay will cancel the instruction once it expires or the payment has been made, whichever comes first.

'Recurring payment' is for payments that will happen on a regular basis, such as a monthly bill.

There are 3 ways you can do this once you've logged on to the HSBC HK App.

Via 'Recent local payees'

We show a list of the 8 registered local payees you've most recently made a transfer to. So if you've paid them recently, they may be there. Here's how you can make a transfer to them:

1. Go to 'Pay and transfer' / 'Pay'.
2. Go to 'Recent local payees' and select the payee.
3. Choose one of their specific accounts if they have an HSBC integrated account or multiple bank accounts registered under their payee nickname.
4. Select the account you want to debit your payment from.
5. Enter the transfer details.
    

Via 'Other local payees / FPS'

1. Go to 'Pay and transfer' / 'Pay'.
2. Select 'Other local payees / FPS' / 'To local payees / FPS'.
3. Select the account you want to debit your payment from.
4. Select a specific account from the 'All payees' list.
5. Enter the transfer details.
    

Via 'View all payees' / 'All payees'

1. Go to 'Pay and transfer' / 'Pay'
2. Select 'View all payees' / 'All payees'.
3. Choose a registered payee account, then 'Make a transfer'
4. Select the account you want to debit your payment from.
5. Enter the transfer details.

Go to 'Pay & Transfer' page, and you'll see up to 8 latest registered local payee records that you've made transfers to recently in the 'Recent local payees' widget. With the record of recent payees displayed in the widget, you can enjoy a hassle-free local transfers experience.

It will be refreshed once you've made a successful transfer to a registered local payee. The most recent payee will be displayed first from the left of your 'Recent local payees' list right away.

FPS (Faster Payment System) allows you to make instant payments 24/7 to individuals and merchants in HKD and RMB for free. You can also pay overseas merchants instantly. 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 (ie mobile number, email address or FPS Identifier). Please check the information before trying again.

Go to 'Pay and transfer' / 'Pay'. Next, select 'Bill payments'.

To pay a new merchant

1. Select 'Pay a new merchant'.
2. Choose a merchant and select a bill type, if that applies.
3. Enter the 'Bill account number'.
4. Choose a 'From' account, then enter the payment details to continue.

To pay a merchant you've paid before

1. Select the merchant from your merchant list, and choose a bill type, if that applies.
2. Enter the 'Bill account number'.
3. Choose a 'From' account, then enter the payment details to continue.

To pay bills via FPS, go to 'Pay and transfer' / 'Pay' and select 'Other local payees / FPS' / 'To local payees / FPS'. Alternatively, don't log on but select 'Scan to pay' from the log on screen.

There are 2 ways to do this.

Via 'Pay'

1. Go to 'Pay', then select 'To pay bills or taxes'.
2. Choose 'Inland Revenue Department', then enter your shroff account number as the 'Bill account number'. Please omit the hyphen and English letters.
3. Enter the payment amount, and select a 'Payment date'. You can choose a date that’s in the future from the calendar.
4. Select 'Continue' and review the payment information.
5. Choose 'Confirm' to submit the payment.

Via 'Pay and transfer' / the seasonal banner

1. Go to 'Pay and transfer', then select 'Tax payments'. Or, find 'Pay' and look for 'Time to pay your tax'. Then select 'Pay now', and 'Inland Revenue Department' will be filled in for you.
2. Enter your shroff account number as the 'Bill account number'. Please omit the hyphen and English letters.
3. Enter the payment amount, and select a 'Payment date'. You can choose a date that’s in the future from the calendar.
4. Select 'Continue' and review the payment information.
5. Choose 'Confirm' to submit the payment.

Each merchant may have a different bill account number. You can learn more about the bill payee account number by selecting the '?' icon next to it. To check the merchant's bill account number, please refer to our list of merchants.

In general, the merchant will be added to your 'Previously paid merchants / organisations' list automatically once you've paid them successfully. But some merchants, such as for tax payments, won't be saved.

You can remove a merchant from this list at any time in HSBC 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 do this via the HSBC HK App.

1. Go to 'Pay and transfer' / 'Pay', then select  'Other local payees / FPS' / 'To local payees / FPS'.
2. Choose a debit account.
3. Select an existing payee from the list shown, or select 'Send to a new payee'.
4. Choose a transfer method – you can pay someone via their mobile number, email address, FPS Identifier, or bank account number. If you chose an existing payee, you can go to step 6 instead.
5. Enter your payment details – such as the amount, currency and date.
6. Check the details, authenticate the payment if prompted, and confirm the transfer. If you want to add this payee to your 'My payees' list, select the 'Add to payee list' checkbox before you confirm the transfer.

You can manage your accounts' transfer limits in HSBC Online Banking, under 'My payees'.

You can also edit your payees' nicknames or delete your registered payees in the HSBC HK App and in HSBC Online Banking.

Yes, you can set up Hong Kong dollar (HKD) standing instructions in the HSBC HK App. Simply make the transfer, and switch on 'Recurring transfer', then select 'Frequency' to set a transfer frequency.

With this service, you can transfer funds in Hong Kong dollars or Renminbi directly, through HSBC Online or Mobile Banking, from your linked same-name accounts maintained at other selected local banks to your HSBC accounts. Learn more

You can refer to our step-by-step guide for HSBC HK App.

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 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 App, the service charge is waived. For overseas funds transfers via HSBC Global Transfers, the service is free for HSBC Global Private Banking, HSBC Premier Elite, 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.

In order to protect you during payment transfer, the instruction to add a new payee will come into effect after 6 hours. You can make only one transfer to each new payee before it is active. Transfers will be processed (and the corresponding daily transfer limit will be consumed) after payee becomes active. There will be email and SMS notification to confirm you once the transfer is done. 

Yes, you can add multiple payees and make only one global transfer to each of them before each payee is active. However, the transfer will only be processed once the payee is active. There will be email and SMS notifications to confirm you once the transfer is done. 

Yes, you can make 1 global transfer each to newly added payees before they're active. But we'll only process the transfer once the payee is active - and the corresponding daily transfer limit will be consumed.

To cancel the transfer instruction before the payee is active, log on to the HSBC HK App, go to 'Pay and transfer' / 'Pay', and select 'Pending global transfer'. Please note that the new payee will be deleted along with the transfer instructions.

You will receive both email and SMS notifications when 'Add a new payee' instructions are placed, and another set of email and SMS when the global transfers to the newly added payees are processed. 

Yes, you can cancel the global transfer to the newly added payee's HSBC account before the payee is active. You may go to 'Pay and Transfer' / 'Pay' in the HSBC HK App. Select a particular transfer, then choose 'Cancel' to cancel the transfer instruction. If you cancel the transfer instruction before payee is active, the new payee would also be deleted along with the transfer cancellation instruction. 

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 Transfers in the HSBC HK 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 Global Private Banking, HSBC Premier Elite and HSBC Premier customers doing transfers via HSBC Online Banking and HSBC HK 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 may differ depending on the payment details (such as destination country/region, transaction currency and amount etc), please visit https://www.hsbc.com.hk/fees/ and download the Bank Tariff guide to see current Fees & Charges under section C2 for details.

You can view all information related to fees during the payment process and before 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.

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 account type
• 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 App, please proceed to HSBC Online Banking.

To send money via Global Money Transfers, log on to the HSBC HK App and follow these steps:

1. Go to 'Pay and transfer' / go to 'Pay'.
2. Select 'Global payment to other accounts' / 'Anywhere globally'.
3. Select who you want to send money to, their country/region, and enter the amount.
4. Choose your debit and receiving accounts.
5. Enter your payee's account details, such as their name, bank code (this should be in the local clearing code format), account number; and address if prompted.

You could use our 'Send like a local' experience for selected countries and currencies, which is faster.

But for destinations outside this network, we'll route you through telegraphic transfer via the 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.

Global Money Transfers usually take around 1-2 business day. Depending on your payment details (such as destination country/region, transaction currency and amount etc), the payment may arrive faster.

You can check the estimated time for the transaction to be completed on the review screen, before you complete the payment. Once you've completed the payment, you can view this information again on the confirmation screen.

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'.

It lets you enter your cash withdrawal instructions in just a few steps on the HSBC HK 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 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.

Here's how to make a Mobile Cash Withdrawal via the HSBC HK App.

1. Open the HSBC HK App and select 'Mobile Cash Withdrawal'.
       Or log on, then go to 'Pay and transfer' and select 'Mobile cash withdrawal'.
       Or if you're using our newly designed app, go to 'Pay' and select 'Withdraw cash'.
2. Choose the ATM you want to withdraw from, and if prompted, the location of the ATM.
3. Select the account you want to withdraw from, then enter the amount and select 'Continue'.
4. Go to the ATM and select 'Mobile Cash Withdrawal' or 'UnionPay QR Withdrawal on the ATM to generate a QR code.
5. Scan the QR code on the ATM screen with your device.
6. Follow the steps on the ATM screen to collect your cash at the ATM.

You can set a withdrawal limit for Mobile Cash Withdrawals made at HSBC Group ATMs in Hong Kong, and for those made at non-HSBC Group ATMs in Hong Kong and mainland China.

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 App and follow these steps: 

1. Stay on the homepage and select the profile icon.
2. Choose 'Pay and transfer'. 
3. Select 'Small-value payment limit' and adjust it. 
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to 'Pay'.
2. Select 'Set limits'.
    

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 in the HSBC HK App. Log on and follow these steps: 

1. Stay on the homepage and select the profile icon.
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. 
    

If you're using our newly designed app, you can log on and follow these steps instead:

1. Go to 'Pay'.
2. Select 'Set limits'.

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 App customer 
• Have activated your Mobile Security Key

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

Yes, you can use Mobile Cash Withdrawal at non-HSBC Group ATMs in mainland China that support the UnionPay QR Code Withdrawal service.

You can withdraw cash in renminbi (RMB) from your Hong Kong dollar (HKD) account that's linked to your HSBC UnionPay ATM card. Before you travel to mainland China, please activate your overseas ATM withdrawal limit.

When you make your Mobile Cash Withdrawal, open the HSBC HK App and select 'Mobile Cash Withdrawal'. Make sure you select 'Non-HSBC Group ATM in Hong Kong/China'. Next, choose 'Mainland China' as your region.

Please note that overseas withdrawal charges will apply. The operating bank of the ATM may impose more fees and charges 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. But 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. Or you can use your HSBC card instead.

To find the 'mobile cheque deposit' in the HSBC HK App, go to 'Pay and transfer' / 'Pay', and select 'Mobile cheque deposit'.

To deposit your cheque via the HSBC HK App, please log on and follow these steps:

1. Go to 'Pay and transfer' / 'Pay'.
2. Select 'Cheque deposit' / 'Mobile cheque deposit'.
3. Choose the account you want to deposit the cheque into, and enter the cheque amount.
4. Select 'Take a photo of your cheque', and take a picture of both the front and back of your cheque.
5. Select 'Continue', review the transaction information, and select 'Confirm' to submit your cheque deposit request.

We accept cheques that meet these 5 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
• The cheque contains cheque verification number (an identification number printed on the left at the front of the cheque)

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

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 your deposit request exceeds HKD100,000 in total, please make the deposit via our Cheque Deposit Machine or at branches. 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.

* Business days refer to Mondays to Fridays except public holidays.

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 funds will be available after 3:00pm the following business day if it is cleared* successfully.

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

* If Typhoon Signal No. 8 or above and/or Black Rainstorm Warning is issued by the Hong Kong Observatory, or an “Extreme Conditions“ is announced by the HKSAR Government, cheque processing and clearing arrangement may be different. Please refer to the following FAQ for details.

If severe weather conditions are in effect before 9:00am and cancelled after 12:00pm on a business day (ie Monday to Friday except public holidays), only those cheques deposited before the cut-off time on the previous business day will be processed and cleared (the funds will become available balance after 3:00pm upon successful clearance). All other cheques deposited will be processed on the next business day (if not affected by severe weather conditions).

If severe weather conditions are in effect after 9:00am or cancelled before/ at 12:00pm on a business day, cheque will be processed and cleared as usual.

The cheque deposit cut-off time (5:30pm from Monday to Friday, except public holidays) remains unchanged. Whether the cheque will be processed and cleared will depend on the actual effective and cancellation time of the severe weather conditions. Please refer to the above FAQ for details.

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 Global Private Banking customers, please call (852) 2233 3033

For HSBC Premier Elite 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
• The cheque does not contain cheque verification number (an identification number printed on the left at the front of the cheque)
• Other reasons we consider appropriate to reject the cheque deposit

Cheque verification number is an identification number printed on the left at the front of the cheque. The following types of cheques might not have cheque verification number:

• Dividend cheque
• Cashier’s orders
• Custom printed cheque
• Standard cheque printed in or before July 2009

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. 

This is an anti-scam alert message and will be shown when the payee's FPS Proxy ID (mobile number / email / FPS identifier) / account number is listed as “High Risk” as per the scam prevention advice provided by the Hong Kong Police Force on Scameter. You are advised to verify the identity of the payee before making transactions. The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please visit the webpage of Scameter (https://cyberdefender.hk/en-us/scameter/) for more details.

You can cancel the transfer instruction by the steps below:

1. HSBC HK App:
   a. select 'X' at the top of the page; or
   b. select '...' at the top of the page and then 'Cancel this transfer'; or
   c. select ‘Cancel transfer’ at the pop up window before confirming the payment
2. HSBC Online Banking: select 'Cancel' in the bottom of the page

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please visit the webpage of Scameter (https://cyberdefender.hk/en-us/scameter/) for more details.

Yes, you can, but please be reminded that the transaction has high risk of fraud. You are advised to always verify the payment details (including the payee’s identity) of every single transaction before making payment.

If you suspect you have been scammed, you may visit a police station or the Hong Kong Police Force e-Report Centre (https://www.police.gov.hk/ppp_en or https://www.police.gov.hk/ppp_tc) to file a report. In tandem, please report the case to us.

No, it is not guaranteed. The anti-scam alert message will only be shown if the payee’s FPS proxy ID / account number is included in the scam reports provided by the Hong Kong Police Force from time to time. If there has not been any report to the Police against a particular FPS proxy ID / account number at the relevant time, the proxy ID / account number will not trigger an anti-scam alert.

You are advised to always verify the payment details (including the payee’s identity) of every single transaction before making payment.

You can check Scameter (cyberdefender.hk) to see if it is flagged as “High Risk”. When performing fund transfer with use of FPS proxy ID (i.e. mobile number, email address, or FPS Identifier) / account number via internet banking or mobile banking app, we will display an anti-scam alert message for those FPS proxy IDs / account number flagged in the scam reports provided by the Hong Kong Police Force. You are advised not to make any transactions to the payee unless you have carefully verified the payee’s identity and ensure that the payee is trustworthy.

FPS proxy IDs and account number are flagged as "High Risk" in Scameter and triggered the anti-scam alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID / account number, it will not trigger the anti-scam alert.

The anti-scam alert is generated based on information collected from scam reports provided by the Hong Kong Police Force and updated from time to time on a daily basis. Please check again that the payee is trustworthy before you proceed with the transaction.

FPS proxy IDs and account number are flagged as "High Risk" in Scameter and triggered the anti-scam alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID / account number, it will not trigger the anti-scam alert.

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs / account number are not tagged correctly.

According to the record provided by the Hong Kong Police Force, your FPS proxy ID / account number is related to a scam report. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy ID / account number is not tagged correctly. 

No, we cannot do the deletion. The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs / account number are not tagged correctly.

The anti-scam alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. If you suspect a crime case has occurred, please call “Anti-Scam Helpline 18222” hotline for assistance. If you suspect that you have fallen prey to a scam, please report to the Hong Kong Police Force at a police station or via Hong Kong Police Force e-Report Centre 

(https://www.police.gov.hk/ppp_en or https://www.police.gov.hk/ppp_tc)

This is a scam protection alert. It might be displayed when the transfer you were trying to make differs from your usual pattern. It is intended to protect you from potential payment scam. You should only proceed if you're confident that the transfer is not a scam. If you've have any doubts, please cancel the transfer.

Check out our FAQs for more details.