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Frequently Asked Questions

FAQs

Important information

Our FAQs are divided into different sections – please click on one of the three links below to view the material:

Personal Banking FAQs

Commercial Banking FAQs

Internet Banking FAQs

Disclaimer:
These FAQs are intended to provide an overview of some key regulatory issues faced when undertaking financial activity in China. Due to the complexity of the regulatory environment, these FAQs can only provide an outline of the issues. The information is provided for your reference only, and does not construe any form of legal, financial or other professional advice; HSBC is not responsible for the accuracy, updatedness and completeness of the information.

Last updated: Novemeber 2008

If you have any questions, please visit your nearest branch or call our Enquiry Hotline on:
800-830-2880 ([86] (20) 8391 8133 if out of mainland China or using a mobile phone)

Enquiry Hotline service hours:
Monday-Friday, 9:00am-9:00pm
Saturday-Sunday, 9:00am-6:00pm

Personal Banking FAQs - Menu

Personal Banking FAQs - Questions and Answers

Renminbi Services

Which HSBC branches are offering RMB services to local residents?

HSBC China has obtained confirmation from the China Banking Regulatory Commission (CBRC) to begin providing a wide range of RMB services to Chinese citizens. We are gradually rolling out Renminbi services to local residents in Beijing, Shanghai, Guangzhou, Shenzhen, Tianjin, Dalian, Qingdao, Suzhou, Xiamen,Hangzhou and Shenyang. With regulatory inspection and confirmation, branches in the above 11 cities have commenced Renminbi business to local residents.

With the expansion of branch / sub-branch network of HSBC Bank (China) Company Ltd, our RMB business franchise will also expand. For details, please contact one of our customer service representatives at 800-830-2880.

What services are offered to local residents?

We shall be focusing on providing the HSBC Premier service, which provides customers with one-to-one relationship banking and comprehensive services including deposits, loans, mortgages, phone banking, online banking and investment products. Upon regulatory approval, we will be rolling out more tailor-made retail banking products and services, including but not limited to RMB Investment Products, fund sales and insurance agency sales.

Can I use my personal chop instead of a signature to authorise RMB deposit account transactions?

Yes. According to local regulations, signatures, personal chops or signature-and-chop combinations are all valid for issuing cheques and authorising transactions.

Multi-Currency Services

What account services does HSBC provide?

We provide multi-currency account services including cash deposit and withdrawal, term deposits, personal lending, remittance, foreign currency exchange and rate enquiry.

Notes accounts can be held in HKD, USD, JPY and EUR, and exchange accounts in HKD, USD, JPY, EUR, GBP, CAD, AUD and SGD.

Does HSBC require a minimum account balance for personal accounts?

Except the minimum account balance required by local laws and regulations (including but not limited to RMB settlement, cheque account and term deposit account), there is no minimum balance requirement on personal accounts. However, with effect from 20 April 2007, a monthly service fee of RMB150 or equivalent will be charged if the combined average balance of all accounts of the same customer is less than RMB100,000 or equivalent. For non-Premier accounts opened with the Bank by 20 April 2007, if the account’s combined monthly average balance is below CNY16,000 a monthly service fee of CNY55 will be charged to your account until 20 Oct 2007.

Is there any charge for cash deposit or withdrawal?

There's no charge for cash deposit. But cash withdrawal may be subject to charges of 0.25% - 0.40%, minimum CNY40/equivalent. Please note that the charge varies from 0.25%-0.40% for different branches. Please contact our branches or phone 800-830-2880 for details.

How can I fund my HSBC accounts?

You can fund your account by cash notes deposit, cheque, local transfer, demand draft and telegraphic transfer. We recommend you fund your HSBC account via wire transfer or local clearing. Non-cash transactions help reduce the inconvenience caused by handling cash notes and help ensure the maximum security of your funds. We shall try our best to facilitate this process.

Does HSBC provide phone banking or internet banking services?

Yes. We have phone banking and Internet banking services in mainland China. Please call our customer service number 800-830-2880 or visit one of our branches for details. Registered customers can conduct online account enquiry, transfer funds, check interest and exchange rates as well as receive information on other bank products and services.

Accounts

What services does HSBC provide?

We provide you with additional statements, certificates of balances, signature witnessing, certified true copies services and more.

Can I open a personal savings account in an HSBC branch in mainland China while I am in Hong Kong ?

Yes, you can approach the International Banking Centre of the HSBC Main Branch in Hong Kong for assistance in applying for account opening. The account opening would be subject to the Bank's final approval and compliance with the relevant regulations of mainland China. Please contact the International Banking Centre of The Hongkong and Shanghai Banking Corporation Ltd in Hong Kong for details:

International Banking Centre
HSBC Main Building , Level 6
1 Queen's Road Central, Hong Kong SAR

Tel: +852 2233 3888

I have a personal foreign currency deposit account at a HSBC branch in mainland China . Is there any restriction on foreign currency notes withdrawal and remittance?

You can withdraw cash from foreign currency notes accounts or exchange accounts by giving two working days' notice. To remit funds abroad, you will need to provide relevant supporting documents. Both services are subject to the relevant regulations of mainland China. Please contact one of our customer service representatives on 800-830-2880 for detailed regulatory requirements. According to 'Measures for the Administration of Individual Foreign Exchange,' with effect from 1 February 2007, you can withdraw foreign currency cash from notes accounts or exchange accounts up to a daily accumulated amount of less than USD10,000. Amounts exceeding the USD10,000 limit require prior approval from the local State Administration of Foreign Exchange (SAFE) office. The bank shall, upon receipt of your valid identity certificate and the SAFE-approved 'Form for Withdrawing Foreign Currency Banknotes,' process foreign currency notes withdrawal.

Does HSBC provide cross-branch services?

Yes, we provide you with Renminbi cash withdrawals, foreign currency notes withdrawals, foreign currency or Renminbi cash deposits, statement requests and certificates of balances services, across our branch network, regardless of which branch your account is maintained in.

Can I use cheque service with HSBC?

Sure, you can use our foreign currency and Renminbi cheques.

Cash and Credit Cards

What cash service does HSBC provide?

We provide you with cash deposits, cash withdrawals and credit card cash advances services.

If I cash travellers cheques or make a cash advance from my credit card, what are the currency choices available?

Travellers cheques issued by American Express can be cashed at all HSBC branches in mainland China and cash advances are available in RMB, HKD, JPY, EUR or USD. Currencies available may vary across branches. Please contact one of our customer service representatives at 800-830-2880 for details.

What are the cash withdrawal limits at HSBC's ATMs in mainland China ?

The ATM cash withdrawal daily limit is determined by the card issuing banks. HSBC ATM machines can dispense a maximum of RMB3,000 per withdrawal instruction. Simply repeat the withdrawal instruction if more withdrawals are required.

Can I withdraw cash with a credit card issued outside of China ?

You can use credit cards with a Visa or MasterCard logo to get a RMB cash advance from our ATM network in China. You can also request a cash advance from your Visa, MasterCard or JCB credit card over the counter in our mainland China branches.

Will an ATM card be issued if I open a deposit account at a mainland China branch?

After local incorporation, we shall study the options for providing card services to our customers in accordance with the new regulation on bank cards to be issued by relevant regulators. For the time being, we are not able to issue cards due to regulatory restrictions.

I have an ATM card issued by HSBC in Hong Kong . Where are the ATMs in China that accept this card?

We have anATM network covering all mainland China cities where HSBC has a presence. You can also withdraw cash from the S-NET ATM network in Shanghai. If your ATM card bears the Plus or Cirrus logo, you may also withdraw RMB from local banks' ATMs with Plus/Cirrus functionality.

ATM

What services are offered by HBCN ATM?

HBCN provides different services to different kinds of cards, as follows:

	Card issued by HSBC (China)	Card issued by Hangseng (China)	Card issued by overseas members of HSBC Group*	Card issued by other banks(CUP/Visa/MasterCard)
Cash Withdraw	√	√	√	√
Balance Enquiry	√	√	√	√
Transfer	√		√
Account Activity Enquiry	√		√
Check-Book Request	√		√
Statement Request	√		√
PIN Change	√
Language Change	√
Secondary Account Update	√

*Exception: Some overseas member of HSBC Group(e.g. HSBC Hong Kong, Hangseng Hong Kong) issued CUP Credit Card may only enjoy the services of Cash Withdraw and Balance Enquiry.

How can I do if my card was retained by HBCN ATM?

Please keep the customer advice properly. You may call our 24-hour service hotline 800 820 1818or+86 21 3888 1818 for the procedure card collection.

How much will be charged if I transact in HBCN ATM? What is the cash withdraw daily limits? What is the maximum cash withdraw amount per time?

Both the transaction fee for using HBCN ATM and the cash withdraw daily limit are determined by your card issuing bank. The maximum cash withdraw amount per time are RMB3,000.

Branches

What are the opening hours of HSBC's branches in mainland China ?

All branches in mainland China are open from 09:00 to 17:00, Monday to Friday. Branches are closed on Saturday, Sunday and public holidays. Selected HSBC Premier centres open at the weekends in Shanghai, Beijing Guangzhou and Shenzhen providing Premier customers with personal non-cash account services including account opening, account information alteration and general account enquiries. Wealth management services, which can be provided based on your risk profile, are also available during weekends. Weekend business hours are normally from 10:00 to 18:00.

Loans

Does HSBC provide home mortgage loans in mainland China ?

Yes, our Shanghai, Beijing, Guangzhou and Shenzhen branches provide home mortgage loan services. USD, HKD and RMB loan currencies are available. For Chinese passport holders with an overseas permanent residency, USD and HKD loans are available. Please call one of our customer service officers at 800-830-2880 for more details.

Remittance

What remittance services are available at HSBC?

We provide you with the ability to make local transfers in Renminbi and foreign currency, outward / inward overseas remittances, travellers’ cheques and overseas remittance related investigation services.

Can I withdraw cash from my foreign currency exchange accounts?

Yes. You can withdraw cash from your foreign currency exchange accounts provided that it complies with State Administration of Foreign Exchange (SAFE) regulations. Supporting documents or approval from SAFE may be required under certain circumstances. For details, please call 800-830-2880 to speak to one of our branch customer service representatives.

To ensure notes are available, two working days' notice must be given to the branch. All foreign currency cash withdrawals are subject to commission in lieu of exchange.

As services may vary across branches, we recommend you call our national customer service hotline 800-830-2880 (local) or (+86) 20 8391 8133 (international) for the latest information.

Commercial Banking FAQs - Menu

Setting up accounts

Can a non-resident entity open a Renminbi account outside of China?
Can a non-resident entity open a Renminbi account with HSBC in mainland China?
What types of accounts would a foreign-invested entity registered in China need?
What are the special regulations for Representative Office accounts?
I need accounts for new businesses in three different cities: do I need to contact each branch separately?

Borrowing in China

What regulatory restrictions are there on foreign currency borrowing in China?
How much of my investment must be in the form of equity, and how much can be debt?
Can I freely convert foreign currency loans into Renminbi?
What regulatory restrictions are there on Renminbi borrowing?
Can I secure Renminbi borrowings with guarantees from offshore parties, such as a parent company?

Internet Banking for Business Service

What are the services offered by the Internet Banking for Business Service?
Are there any additional charges?
Is the service secure?
How do I register?
How many delegates can I nominate?
Can Phonebanking users apply for the service?
Can Internet Banking for Business Service users access Phonebanking?
How do I access the Internet Banking for Business Service?
What equipment and software do I need to access this service?
Can I change my password? How do I change my password?
I have lost my password. What should I do now?
What should I do when there is a “User PIN authentications FAILURE, please try again!” message?
What should I do when there is a “Your User PIN authentication has FAIL over 3 times” message on my screen whilst processing a transaction?
Can I view the transactions on accounts?
From what date can I view the transaction history?
How do I read messages from the Bank?
How do I delete the messages?
Can I send messages to the Bank?
Will I get an acknowledgement that the message has been sent?

Commercial Banking FAQs - Questions and Answers

Setting up accounts

Can a non-resident entity, e.g. a company not registered in China , open a Renminbi ("RMB") account with a bank outside of China ?

No - RMB is not a fully-convertible, international currency. Corporate RMB accounts can be opened by onshore entities only.

Can a non-resident entity open an account with HSBC in mainland China?

Companies that are HSBC customers but that are not resident in China are permitted to open foreign currency ("FCY") accounts with HSBC in China , but RMB accounts can not be opened.

To open an offshore FCY account, account opening documents need to be presented that fully satisfy regulatory requirements, and that confirm that the purpose of account opening is justified by genuine business needs.

Some of the main types of non-resident FCY accounts include: temporary capital accounts, foreign direct investment accounts and other accounts.

•	Temporary capital accounts are FCY accounts that may be used by non-resident entities to hold capital and funds for the payment of expenses incurred prior to the subsequent establishment of a foreign-invested entity ("FIE"). The account requires the approval of the State Administration of Foreign Exchange ("SAFE") before being opened. Once the FIE has been established, the funds in the temporary capital account can be transferred into the FIE's capital account. Where the funds in the temporary capital account need to be converted into RMB or transferred, SAFE approval is required for each transaction.
•	Foreign direct investment accounts are FCY accounts to be opened and used by non-resident entities to hold funds for payment related to their direct investment (including mergers and acquisitions) in China . The account requires the SAFE approval before being opened. The funds therein shall be used for the designated purpose and SAFE approval is required for each transaction.
•	Other accounts are for the receipt of FCY funds only, and the FCY funds in this account cannot be converted into RMB. The funds must be paid either to suppliers in China in FCY, or paid to suppliers outside of China in FCY. Opening this type of account does not require SAFE approval

What type of accounts would a foreign-invested entity ("FIE") registered in China need?

Foreign Currency

There are various regulatory requirements applicable to the opening and operation of foreign currency accounts. Different types of foreign currency accounts are opened for different purposes, and the operation of these accounts is subject to regulatory restrictions in relation to these specific purposes.

There are a number of foreign currency account types available to foreign- invested enterprises registered in China :

Foreign currency account types	Inflow	Outflows	Comments
Capital account	To receive capital injections and capital increases	Payments for current items and approved capital-items	In principal only one account can be opened with a bank located in the same region as the company
Settlement account	Collections for current item foreign currency	As above
Foreign debt special accounts	To receive loan proceeds from overseas	As specified in the loan agreement, but can't be reused to repay RMB loans	Foreign Debt registration required
Foreign debt special loan repayment account	Transferred from other foreign currency accounts, or exchanged from RMB	Repayment of the foreign currency loan principal and interest	Not necessary, as foreign debt can be repaid through a foreign debt special account
Foreign currency loan account (including loan account and repayment account)	To receive the loan proceeds from onshore foreign currency loans by banks or through Entrusted Loans	To repay the principal and interest of onshore foreign currency loans from banks or though Entrusted Loans	Exchange to RMB not allowed
Temporary capital accounts	To temporarily receive funds related to direct China investment	Payment of expenses associated with direct investment in China	One account only

State Administration of Foreign Exchange (SAFE) approval is not required to open FCY settlement accounts, and foreign invested enterprises can open these directly with banks. Similarly, Foreign Currency Loan Account and Repayment Accounts do not need prior approval from SAFE. The opening of other types of foreign currency accounts in China requires prior approval from the local SAFE office. Approval for opening settlement accounts is accompanied by a ceiling limit - these limits are determined by SAFE according to the amount of income and payment of last year under current items The limit is reviewed annually by SAFE. The limit is set at company level, rather than at account level. Funds received by settlement accounts in excess of this limit must be paid out or converted into RMB within a specified number of calendar days (currently 90). Interest rates for deposits (including current account and time deposits) below USD3 million or equivalent are regulated by the Central Bank, except for time deposits of two years for USD, HKD, EURO and JPY. RMB accounts There are several types of RMB accounts: the primary ones are the basic account and the general account. The main differences between the two types of accounts are: • Cash can only be withdrawn from the basic account • Salary and bonus payments can only be effected from the basic account • Only one basic account can be opened by each company, irrespective of how many banks are used. Multiple general accounts can be opened Back to top
What are the special regulations for Representative Office accounts? Due to their legal structure, representative offices are not permitted to engage in direct profit-making activities i.e. they are not permitted to issue invoices for sales, accept payment for goods or contract for sales in the name of the home office. Representative offices can hold both basic and general RMB accounts. Representative offices can hold FCY accounts for office expenses. Back to top
I need accounts for new businesses in three different cities: do I need to contact each branch separately? Provided that the cities in question are within our RMB catchment area, you do not need to contact the three branches separately. You can choose one branch as your primary contact (normally where your head office and decision makers are located) to co -ordinate your banking needs in various HSBC branches. Back to top
Borrowing in China
What regulatory restrictions are there on foreign currency borrowing? Generally speaking, borrowed funds must not be used to conduct stock transactions, and the borrowing term for a bank loan shall not exceed 10 years. The borrower needs to ensure that there is adequate headroom within their borrowing gap to undertake the required foreign debt registration when cross-border guarantees are realised. Back to top
How much of my investment must be in the form of equity, and how much can be debt? Regulations state what proportion of the total investment must be in the form of registered capital, as set out in the table below. The difference between the registered capital and total investment is sometimes referred to as the 'borrowing gap'.

Total investment	Ratio of registered capital:total investment	Percentage of registered capital:total investment
Up to US$3m	At least 7:10	70%
Between US$3m and US$10m	At least 1:2	50%
Between US$10m and US$30m	At least 2:5	40%
More than US$30m	At least 1:3	33%
Back to top

Can I freely convert foreign currency loans into RMB?

With the exception of export negotiation, foreign currency loans, including packing credits, cannot be converted into RMB.

What regulatory restrictions are there on RMB borrowing?

RMB facilities can only be offered by licensed branches of foreign banks within the RMB catchment area.

The lending base rate is fixed by the People's Bank of China ("PBoC"), and banks are permitted to lend not lower than 90% of the base rate.

Foreign enterprises can also get RMB funding through Entrusted Loans: please contact HSBC for more details on these products

Can I secure RMB borrowings with guarantees from offshore parties, such as a parent company?

RMB loans of a foreign-invested enterprise can be secured by guarantees from non- PRC entities.

The sum of the cumulative medium and long term foreign debts, the outstanding balances of short term foreign debts and the amount of the foreign guarantees should not exceed the borrowing gap (i.e. the surplus of the FIE's approved total investment over its registered capital).The calculation of foreign guarantees is now based on actual outstanding instead of the limit. Upon realization of the foreign guarantee, the borrower should register the claim as foreign debt with SAFE within 15 days from the date of the realization of the guarantee provided that there is a sufficient borrowing gap.

Internet Banking for Business Service

What are the services offered by the Internet Banking for Business Service?

• Account Information - real-time registered corporate account balance checking
• Rates Enquiries - foreign exchange rate enquiries
• Secure E-mails - Receive or send secure e-mails to HSBC

Are there any additional charges?

The service is generally free.

Is the service secure?

We utilise the latest 128-bit encryption technology. Please see our Online Security FAQ & Assurance for more details.

How do I register?

You basically only need to follow the 4 steps as mentioned below:

Step 1
Define your authorised delegate(s). If yours is a Limited Company, please attach a certified true copy of the extract of company meeting minutes.

Step 2
Complete the forms of "Mandate For Internet Banking of A Limited Company" and "Internet Banking for Business Service Request Form" and delete sections that are not applicable to you.

Step 3
Take the completed application with the attached document (if any) to the HSBC branch where you maintain your account.

Step 4
The authorised delegate will receive a personal user ID and password and return the Password Acknowledgement Form to HSBC.

How many delegates can I nominate?

There is no limitation for the number of persons to be nominated and authorised by Commercial Banking customers to use the service.

Can Phonebanking users apply for the service?

Yes, while a fresh application is needed although you will use the same PBN.

Can Internet Banking for Business Service users access Phonebanking?

Yes, while a fresh application is needed although you will use the same PBN.

How do we access the Internet Banking for Business Service?

Click here to enter the Internet Banking web page, then click the Logon button. Or go directly to https://www.ebank.hsbc.com.cn/Logon.htm

What equipment and software do I need to access this service?

To access online@hsbc, you will need:

a) A computer with Internet access.

b) A modem and a telephone line or other Internet connection service like ADSL

c) A browser - minimum requirements: Internet Explorer version 5.0 or Netscape Navigator version 4.72 or above.

d) The online@hsbc screens are best viewed when screen resolution is set at 1024x768 or higher.

Besides, you also need to have 'cookies' and 'JavaScript' enabled on your browser. To do this on Microsoft Internet Explorer you should:

a) Click on 'tools' on the browser toolbar and select 'Internet Options'.

b) Choose the 'security' page.

c) Click 'custom level'.

d) Click 'allow cookies that are stored in your computer'.

e) Click 'OK'.

For Netscape Navigator:

a) Click 'edit' on the browser toolbar

b) Select 'preferences'.

c) Choose 'advanced' categories.

d) Click 'accept all cookies'.

e) Click 'OK'.

Can I change my Password? How do I change my Password?

To change the Password, all you have to do is click on the 'Change Internet Banking Password' button. You will have to enter your old password and the new password (twice) in the boxes provided. After entering all the required data, you will have to click the "Proceed" Button

I have lost my Password. What should I do now?

You should approach your branch of account in person to request for a new Password.

What should I do when there is a "User PIN authentication FAILURE, please try again!"

You have entered a wrong password. Please re-enter the correct password you have initially setup. Please note: If you failed to enter the correct password 3 times, your account will be temporary locked by the system.

What should I do when there is "Your User PIN authentication has FAIL over 3 times" message popup on my screen while processing a transaction?

You have entered a wrong password 3 times and your account has been locked. Please phone our Call Centre: 800-820-8878 for assistance.

Can I view the transactions on accounts?

By clicking on the account number shown against each account, a detailed view of the entries in account will be shown. (Please use the scroll bar located on the right hand side of the screen to view the details) The transactions will be displayed in date order with details like date, a brief description of the transaction, debit/credit amount and the corresponding balance. If you need more information on any particular transaction, click on the date of the particular transaction.

From what date can I view the transaction history?

Transactions since the last two statements were generated will be displayed in the 'View Account History' screen.

How do I read messages from the Bank?

The 'Read Message' option helps you access any communication sent by the Bank to you. The communication can range from Bank updates, request acknowledgements and reminder requests.

How do I delete the messages?

Once you have read the message, you have an option to delete the message. To delete the message, all you have to do is click the 'Delete' button.

Can I send messages to the Bank?

Yes, you can send messages to the Bank on selected subject matters as facilitated by our Internet Banking Site. To send a message to the Bank, all you have to do is click on the 'Send Message' button, select a subject and type in your message. After you have completed typing the message, you will have to click the 'Send' button.

To clear the message box, click the 'Reset' button.

Please note the maximum number of characters allowed in a message is 3000 for English or 1500 for Chinese.

Will I get an acknowledgement for message sent?

Yes, you will get an acknowledgement on the screen that your message has been sent.

Internet Banking FAQs - Menu

General

What functions are available in online@hsbc?
What equipment and software do I need to access this service?
How can I gain access to online@hsbc?
Can I view all my HBCN accounts through this service? Can I access my accounts when I am overseas?
What is Global View? Can I access my accounts all over the world through this function?
How do I find help or assistance on the various questions I have on the use of online@hsbc?
What’s the toll free hotline number for online@hsbc?
Can I set up my Internet Banking daily transfer limits?
Can I reset my phonebanking password by giving online request?
What’s different in the May 2007 New Internet Banking?
I’m already an Internet Banking User, how do I migrate to the May 2007 New Internet Banking?
During new Internet Banking session, if I click the links on top of the page to switch to HSBC public website pages, does it mean that I have logged off my internet banking session? If I want to return to my Internet Banking session, do I need to log on again?
What are the charges for this service?
What are the terms and conditions for this service?

Operation

What if I’m disconnected from the internet mid-transaction?
Why do I get a message saying ‘JavaScript Error’?
Why do I get a message saying ‘This program has performed an illegal operation’?
I didn’t have a problem logging on to online@hsbc on other days, but why do I seem to have a problem doing so now?

Registration

How do I register for online@hsbc?
What is my Phone Banking Number (PBN) and Personal Identification Number (PIN)?
Can I access Internet Banking session right after self-registration?
Will I be able to use all functions during Grace Period?
What if I still haven’t received the security device after this period?
What if I’ve lost my security device after it’s been activated? Will I still be able to log onto Internet Banking with username and password only?
How do I change my password?
I have lost my password. How do I reset my password?
What should I do when there is a ‘User PIN authentication FAILURE, please try again!’ message?
What should I do when there is a ‘Your User PIN authentication has FAIL over 3 times’ message on my screen while processing a transaction?

Time deposits

How do I open a Time Deposit online?
Can I set up maturity instructions?
Are interest/foreign exchange rates available?

Transfers

What transfers can I carry out?
Is there any transaction limit?
How do I know that my transaction has been processed?
Can I make scheduled transfers or recurring payments?
Can I change or delete transfers?
What are saved transfers?

Accounts

Can I view the transactions on my accounts?
From what date can I view my transaction history?
How can I request a statement immediately?
How can I request e-statement or e-advice?

Services

Can I change my personal information with the Bank?
What functions are available under “Message” option?
Can I make self-account exchange via online@hsbc?
How can I order a chequebook online?
Is the Stop Cheque instruction or report loss instruction immediately carried out? What should I do?
How do I Request brochure?
How do I register for mobile alerts to stay updated on banking transactions through SMS?
Can I reset PIN for my Phonebanking Services or Debit Card?

OTP security device

Why is HSBC issuing the Security Device to online@hsbc customers?
Why has HSBC selected the Security Device, rather than other security measures?
How do I get a Security Device?
How long does the battery last?
What if I lose or damage my Security Device?
Is it safe to send the Security Device by mail?

Online security

For information on online security, please click here

Internet Banking FAQs - Questions and Answers

General

What is online@hsbc?

online@hsbc is HSBC's Internet Banking offering that allows you to bank online wherever you have access to the internet (subject to browser requirements), whenever it suits you. Whether it be at home or work, you can choose when you want to access your accounts, 24 hours a day 7 days a week.

You may currently enjoy these services although there will be enhancements and additional services in the near future:

1. Obtain account enquiries.
2. Perform transactions of transfer and remittance.
3. Obtain rates enquiries.
4. Open new term deposits and set up/change maturity instruction.
5. Use other Services like stop or report loss of cheque, request for statements, order your cheque book, change of address and send/receive secured messages to/from the Bank and set up alerts.

What equipment and software do I need to access this service?

To access online@hsbc, you will need:
1. A computer with Internet access.
2. A modem and a telephone line or other Internet connection service like ADSL
3. A browser - minimum requirements: Internet Explorer version 5.5 or Netscape Navigator version 4.72 or above.
4. The online@hsbc screens are best viewed when screen resolution is set at 1024x768 or higher.

Besides, you also need to have 'cookies' and 'JavaScript' enabled on your browser. To do this on Microsoft Internet Explorer you should:
1. Click on 'tool' on the browser toolbar and select 'Internet Options'.
2. Choose the 'security' page.
3. Click 'custom level'.
4. Click 'allow cookies that are stored in your computer'.
5. Click 'OK'.

For Netscape Navigator
1. Click 'edit' on the browser toolbar
2. Select 'preferences'.
3. Choose 'advanced' categories.
4. Click 'accept all cookies'.
5. Click 'OK'.

How can I gain access to online@hsbc?

If you are a resident or a non-resident individual and you hold account with the Bank, you are eligible to register for this service. This service is presently not available for accountholders of joint accounts where the signing instructions are 'to sign jointly'.

HSBC mainland China customers already registered for our Phonebanking service can immediately register online for online@hsbc using their current Phonebanking Number (PBN) and Personal Identification Number (PIN). Or customers can register with their Debit Card Number, Issue Number and PIN. Other customers should dial our national toll free Customer Service Hotline on 800-820-8878 to get their Phonebanking Numbers (PBN) and then register online. Non-HSBC customers can simply start any account with us and apply for a PBN or debit card to register for this service.

Can I access all my accounts through this service? Can I view my accounts when I am overseas?

After you have registered for online@hsbc, those accounts that you hold with the Bank that are currently supported by online@hsbc will be automatically displayed. These accounts will be accessible through this service. Joint accounts, where signing instructions are 'to sign jointly', are not available to be accessed through online@hsbc. Please note that new accounts will be available to be added to online@hsbc on the day after an account is opened

If you do not wish to be able to view any of your account(s), you may unmark the relevant account to remove it from view. If you change your mind at a later stage, the de-activated accounts can be re-instated.

Newly opened accounts will not be automatically be added to your account summary, but such accounts will be immediately available for selection in the “Select/deselect” option under the “Services” menu.

You can access your accounts from anywhere as long as you have Internet access with browser such as Internet Explorer or Netscape Communicator/Navigator.

What is Global View? Can I access my accounts all over the world through this function?

Global View is a value-added internet banking service exclusively for HSBC Premier customers. HSBC Premier customers can enquiry the account information of their HSBC accounts held in other country or territory through the "Global View" service.

How do I find help/assistance on the various questions I have on the use of online@hsbc?

Every screen of online@hsbc has Help, which are designed to assist you in obtaining clarifications on common queries. You have to click on Help Text to access this information.

If you have further queries, you may dial our Customer Service Hotline 800-820-8878. Our staff will assist you with any queries or complaints about the use of online@hsbc or general banking queries.

If you need to write to us concerning online@hsbc, please send us a mail through the 'Send Message' option in the 'Services' menu

What is the national toll free Customer Service Hotline for online@hsbc?

The national toll free Customer Service Hotline for online@hsbc is (86) 800-820-8878.

Can I set up my Internet Banking daily transfer limits?

Your transactions are restricted by limits set by the bank and yourself. The maximum daily limits are set for each kind of transaction. After registered to online@hsbc, you need to set up Internet Banking daily transfer limits at our branch before you can make any 3rd party transfer. Then, you are also able to reduce your daily limits for each category of transaction anytime. If there’s a need to increase the transfer limit, you will need to approach the branch in person.

Can I reset my phonebanking password by giving online request?

You are able to request a replacement PIN for your phone bank service by clicking on “Request Replacement PIN” under “Service” menu.

What’s different in the May 2007 New Internet Banking?

New Internet Bank provides seamless navigation and new layout and design giving you a superior experience. New functionalities in Internet Banking include:
1. Seamless connection with HSBC’s public website for easier navigation
2. Online update your personal information
3. Reset your phone bank password by giving your request online
4. Reduce your Internet Banking daily transfer limits
5. Request brochure to get the latest product information

I’m already an Internet Banking User, how do I migrate to the May 2007 New Internet Banking?

Existing Internet Banking customers will only need to complete a brief one-time setup to logon to Internet Banking. The Process is fast and easy:
1. Logon with your current Internet Banking username
2. Enter your current password and security code (so far no difference from how you currently logon to Internet Banking)
3. Enter your new username. You can also choose to retain your old username
4. Enter your new password and confirm
5. Click to accept the updated Internet Banking terms and conditions

On completing the one-time setup, you will continue to use the security code generated by the existing Security Device in addition to the newly setup username and password, each time you logon to Internet Banking.

During new Internet Banking session, if I click the links on top of the page to switch to HSBC public website pages, does it mean that I have logged off my internet banking session? If I want to return to my Internet Banking session, do I need to log on again?

The new internet banking provides seamless navigation experience. Even if you have clicked links to other pages, you are still during your Internet Banking session. And you can return to your Internet Banking session by clicking “Internet Banking” on the upper right of the page without logging on again. You must log off your Internet Banking session by clicking ‘Log Off’ button on the upper right corner of your page. Browsing other pages doesn’t automatically log you off your Internet Banking session.

What are the charges for this service?

The online banking service currently charges no additional fee other than that of counter service for our account holders.

What are the Terms and Conditions?

The Terms and Conditions (which expression includes our Privacy Policy Statement and Client Charter) of using our online@hsbc service will appear when you first register for our service. You will need to accept our Terms and Conditions online when you register (you cannot access the service without accepting these Terms and Conditions). If any changes were made to our Terms and Conditions, you will be required to accept the new Terms and Conditions when you next log on.

You can view our Terms and Conditions online and print a copy, if necessary, by clicking on the 'Print' option on your browser.

When you have read them you must either accept them by clicking on 'Accept' or, if you choose not to accept them, you must click on 'Reject' and the screen will return to our Registration page

Operation

What if I'm disconnected from the Internet in mid-transaction?

Once you are back online, check your account balances and transaction history, or dial our national toll free Customer Service Hotline 800-820-8878 immediately.

Why do I get a message saying 'JavaScript Error'?

This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully load this up:

1. Click on the 'Refresh' button in the browser's top navigation bar

2. Re-select the transaction and wait for the loading to be completed

3. Proceed again with your transaction

4. If this does not help, clear the browser's cache and login again.

To clear the browser's cache on Microsoft Internet Explorer:

1. Click on 'Tools'.

2. Select 'Internet Options'.

3. Click on 'General'.

4. Click on' Delete Files within the Temporary Internet Files' section.

5. Click 'OK'.

6. Close and open your browser again.

For Netscape Communicator

1. Click on 'Edit'.

2. Choose 'Preferences'.

3. Click on 'Advanced'.

4. Select 'Cache'.

5. Click on 'Clear Memory Cache'.

6. Click on 'Clear Disk Cache'.

7. Click 'OK'.

8. Close and open your browser again

Why do I get a message saying 'This program has performed an illegal operation'?

Your computer have probably encountered some problem. Close and open your browser again. If this does not work, restart your PC and try again. If the problem is still there, please dial our Customer Service Hotline 800-820-8878 or email us through the 'send message' option.

I didn't have a problem logging onto online@hsbc on other days, but why do I seem to have a problem doing so now?

You may have to clear your browser's cache to help solve this problem. Follow the instructions below to clear the cache:

To clear the browser's cache on Internet Explorer:

1. Click on 'Tools'.

2. Select 'Internet Options'.

3. Click on 'General'.

4. Click on 'Delete Files within the Temporary Internet Files' section.

5. Click 'OK'.

6. Close and open your browser again

For Netscape Communicator 4.0

1. Click on 'Edit'.

2. Choose 'Preferences'.

3. Click on 'Advanced'.

4. Select 'Cache'.

5. Click on 'Clear Memory Cache'.

6. Click on 'Clear Disk Cache'.

7. Click 'OK'.

8. Close and open your browser again

Registration

How do I register for online@hsbc?

The self-registration process is explained below:

When you access online@hsbc for the first time, you have to key in your PBN and Personal Identification Number (PIN), or Debit Card Number, Issue Number and PIN to register. You will then be presented with the 'Terms and Conditions' for online@hsbc. After you accept the 'Terms and Conditions', you will be shown the list of all your accounts held with the Bank that are linked to your Customer Number. At this stage, you may choose to de-link one or more of your accounts from this service. When you confirm your acceptance of the list by clicking on 'Confirm' you are presented with a welcome screen that confirms that you have been registered for online@hsbc successfully. You can now logon to access your bank accounts.

What are my Phone Banking Number (PBN) and Personal Identification Number (PIN)?

The PBN is a 10-digit number that is allocated to you when you first register for either online@hsbc or our Phonebanking service. This number allows the Bank to uniquely identify you as a customer and must be used when accessing both online@hsbc and Phonebanking services.

The PIN is a 6-digit number allocated to you when you first register for either our online@hsbc or our Phone Banking service. The PIN is used in conjunction with the PBN to register for the online@hsbc service for the first time and to access your accounts. You will also be prompted to create your own new Internet Banking User ID and password. The new ID and password will have to be used to access online@hsbc for all future logins and transactions.

Your password is important. Follow these Security Tips when creating your password.

Please dial our Customer Service Hotline 800-820-8878 for assistance. The PBN and PIN will be separately sent to you by normal mail and registered mail respectively upon your successful application.

Can I access Internet Banking session right after self-registration?

Yes. You will be entitled a 30 day period after self-registration, which is referred to as “Security Device Activation Grace Period”. During Grace Period, you can log on to Internet Banking session using your Internet Banking username and password only and enjoy part of our internet banking services. Meanwhile, a security device will be sent out to your correspondence address in 3 working days after self-registration. You will only be able to access full services, after you receive your security device and activate it.

Will I be able to use all functions during Grace Period?

Sorry, some of our functions require one-time-password (the password generated by security device) input for security concerns, thus the functions available during this period are limited. Before activating your security device, you do not have permission to complete the below requests:
1. Transfer to 3rd party account (including: other HSBC account, local beneficiary, overseas beneficiary and CNY HK/Macao Remittance account)
2. Update/proceed saved transfer
3. Update personal information and contact information
4. Update correspondence address
5. Request replacement PIN
6. Order Cheque book
7. Stop cheque or report cheque loss
8. Global View (GV)

What if I still haven’t received the security device after this period?

Once you have reached the maximum number of deferrals for activating your security device, you must activate it to continue accessing our Internet Banking services. If you have not received a security device, or if your security device has been lost or stolen before it’s activated, please contact our hotline 800-820-8878 to request a new security device be mailed to you. Before receiving the new security device, you will not be able to log onto internet banking services or use any functions.

What if I’ve lost my security device after it’s been activated? Will I still be able to log onto Internet Banking with username and password only?

Once your security device has been activated, you are always required to input your one-time-password during log on session. Thus if you’ve lost your device after activation, you will not be able to log on to Internet Banking until you receive a new one. You may contact our hotline 800-820-8878 on such issues to request for a new security device. You will not be able to log on internet banking and use any functions before you receive and activate your new security device.

How do I change my Password?

To change the Password, all you have to do is click on the 'Change Internet Banking Password' button. You will have to enter your old password and the new password (twice) in the boxes provided. After entering all the required data, you will have to click the "Proceed" Button

I have lost my Password. How can I reset my password?

Please logon with your Username as usual, At the Input Password page, please click the 'Forgotten your password?' link to perform an Offline Security Information Reset. You may then create a New Password and a confirmation number will be assigned to you. Please follow the necessary steps displayed to activate your New Password.

After resetting your password, please print and sign the acknowledge page. Then you will have to visit your nearest branch with your ID and signed acknowledge page to activate the password. We will inform you via email once your new password has been activated. And then you will be able to log on with the new password.

What should I do when there is a "User PIN authentication FAILURE, please try again!"

You have entered a wrong password. Please re-enter the correct password you have initially setup. REMARK: If you failed to enter the correct password 3 times, your account will be temporary locked by the system.

Time Deposits

How do I open a Time Deposit online?

You can open a Time Deposit by transferring funds from an existing account with us. You have to access the 'Open Time Deposit' screen from the Time Deposits section, choose the type of deposit, term, amount and specify the account to be debited. You will then be asked to confirm the details you have keyed in. After confirmation, an acknowledgement of the opening of the Time Deposit will be displayed.

Can I set up maturity instructions?

Yes, you can set up maturity instructions. To do this, you have to access ' Set-Up/Change Maturity Instruction' on our Time Deposits section. Here, you can give instructions to:
1. Renew total balance (principal + interest) for a new term
2. Renew the balance only for a new term and withdraw interest
3. Add or withdraw funds on maturity
4. Do not renew. Withdraw the total balance (principal + interest) and credit to your selected account

Are interest/foreign exchange rates available?

Yes, interest/foreign exchange rates regarding major currencies are available under “Rates Enquiry”. You can also use our currency calculator for conversion between two currencies.

Transfers

What are the transfers that I can carry out?

The transfers that you can perform are:
1. From one of your accounts held with the Bank to another of your accounts or third party accounts held within the Bank (In-house Transfer).
2. Local Payment to banks within Mainland China .
3. You can also make payments to third parties who do not have an account with the Bank by requesting for Telegraphic Transfer online.
4. CNY Hong Kong Macao account remittance

The In-house Transfers made to beneficiary accounts can be set up to be made at a specified future date or set up as recurring transfers.

Please be reminded that certain transfer transactions cannot be carried out online due to local regulations.

Is there any transaction limit?

Yes, your transactions are restricted by limits set by the bank and yourself. The maximum daily limits are set for each kind of transaction.

How do I know that my transaction has been processed?

After you have entered the transfer details and have chosen the type of transfer that you require, you have to click on 'Send' for processing. You are then shown the details you have entered giving you an opportunity to check them once again. You can confirm or change your instruction at this point. Once you have confirmed your instruction, the screen will display a final Acknowledgement that your transfer has been processed. A unique transaction reference number is displayed for the transaction, which must be quoted if you have any query on the transfer.

Can I make scheduled transfers or recurring payments?

When you make transfers, you have an option to transfer immediately or on a future date. Transfers that are scheduled to occur on a future date are called scheduled transfers.

Standing instructions for recurring payments can be set up only in In-house Transfer module. For example, you could set up an In-house Transfer recurring instruction to transfer a fixed sum of money every month to a particular account within the bank.

After setting up scheduled or recurring transfers, you may view the transfers that are scheduled by you. You may view them either in Date order, Beneficiary order or Transfer Amount order. Recurring payments and schedule transfer for local payment to banks within Mainland China and overseas remittance are not available at the moment.

Can I change or delete transfers?

Transfers that were carried out immediately cannot be changed.

If you have set up scheduled transfers or recurring transfers that are yet to be carried out, you may change or delete these through the respective pages.

What are saved transfers?

Repeated transfers to the same beneficiaries can be saved as templates thus preventing the need for repeated input of details. These saved transfers can then be used by you to transfer amounts to the specified beneficiaries whenever required. This function is only available for in-house transfers.

Accounts

Can I view the transactions on my accounts?

By clicking on the account number shown against each account, a detailed view of the entries in your account will be shown. (Please use the scroll bar located on the right hand side of the screen to view the details) The transactions will be displayed in date order with details like date, a brief description of the transaction, debit/credit amount and the corresponding balance. If you need more information on any particular transaction, click on the date of the particular transaction.

From what date can I view my transaction history?

Transactions since your last two statements were generated will be displayed in the 'View Account History' screen.

How can I request a statement immediately?

To request for a statement, click on either the 'Request Previous Statement' Option or the 'Request Interim Statement' Option that are available in the Services Menu.

The interim statement would be from the date when the last statement was sent to you till the request date. You can also request for a statement on any of your accounts for a previous period (no earlier than 12 months). Alternatively, you could print your account details directly from the ' View Account History' screen.

How can I request e-statement or e-advice?

You can make requests through ‘Request Account E-Statement or E-Advice’ under ‘Statements/Advices’ option.

If you have requested e-statement, you can select 'Download E-Statement' through 'Service' option to download your statements and print your statements by clicking on the 'Print' option on the browser. Your statements can be downloaded as a QIF format file for use with software like Quicken or MS Money.

And you can view your e-advice through ‘Read Message’ under ‘Service’ option, and these advices will not be sent to you in paper form.

Services

Can I change my personal information with the Bank?

Yes, you will be able to change details such as residence and office telephone numbers, mobile number, e-mail address and many other personal details as well through the "Update to Personal Details" option. And you may give the details of the new address through our 'Update Correspondence Address' option in the 'Services' menu.

What functions are available under “Message” option?

Functions under “Message” option include:

1. Read message -- the 'Read Message' option helps you access any communication sent by the Bank to you. The communication can range from Bank updates, request acknowledgements and reminder requests.
2. Delete message -- once you have read the message, you have an option to delete the message. To delete the message, all you have to do is click the 'Delete' button.
3. Send message -- you can send messages to the Bank on selected subject matters as facilitated by our Internet Banking Site. To send a message to the Bank, all you have to do is click on the 'Send Message' button, select a subject and type in your message. After you have completed typing the message, you will have to click the 'Send' button. Please note the maximum number of characters allowed in a message is 3000 for English or 1500 for Chinese.You will get an acknowledgement on the screen that your message has been sent.

Can I make self-account exchange via online@hsbc?

Yes, you can make self-account exchange through “send message” under “service” option. You need to select “self-account exchange” as your message subject, and provide "debit and credit account number" and the "exchange currency and amount" in your message.

Self-account Exchange Instruction refers to:
1) Foreign Currency convert to Local Currency under annual limit of USD50,000 or equivalent by all personal customers.
2) Local Currency convert to Foreign Currency under annual limit of USD50,000 or equivalent by local citizen customer only.

How can I order a cheque book online?

To order a cheque book, all you need to do is click the "Order Cheque Book " option in the Services Menu. You will have to input the account number (select through the pull down menu) and click the 'Submit' button, you will get an acknowledgment advice on the screen. The cheque book you order will be mailed to your address registered with the bank.

Is the Stop Cheque instruction or report loss instruction immediately carried out? What should I do?

Yes, the cheque will be stopped with immediate effect if the instruction is performed during banking hours. Any instructions performed during non-banking hours may be processed on the same working day or latest by the next working day. Note the stop cheque instruction or report loss instruction will only be carried out subject to that the related cheques have not been encashed.

You can stop a cheque by entering the cheque number and the amount of the cheque on the screen. If you want to report loss of a series of cheques, all you have to do is to enter the range of cheque numbers (provided the cheque numbers are in consecutive number order).

How do I Request brochure?

You are able to request for brochures on any of our products through our Internet Banking and we will mail the brochures to your registered mailing address.

How do I register for mobile alerts to stay updated on banking transactions through SMS?

You can set up reminders on your savings accounts, current accounts and term deposit accounts. The channel to receive your alerts can be set up at Update alert delivery. And you can delete the alerts when necessary.
For savings or current accounts, there are the following alerts:
1. Credit notices - whenever a deposit more than your specified amount goes into your account.
2. Debit notices - whenever a deduction more than your specified amount is taken out from your account.
3. Balance notices - whenever your account balance falls below your specified minimum balance or rises above your specified maximum balance.

For term deposit accounts, there is the following alert:
1. Maturity dates - you will be notified with your specified number of days prior to your term deposit maturity.

Can I reset PIN for my Phonebanking Services or Debit Card?

Yes, you can reset PIN for Phonebanking Services or Debit Card. To do so, you only need to select the Phonebanking Number or Debit Card number. According to your previous settings, new PIN will be mailed to your correspondence address or branch within 7 working days.

Security Device

Why is HSBC issuing the Security Device to online@hsbc customers?

Why has HSBC selected the Security Device, rather than other security measures?

How do I get a Security Device?

How long does the battery last?

What if I lose or damage my Security Device?

Is it safe to send the Security Device by mail?

Click here to see our online security microsite