Questions:FAQs on new Personal Internet Banking

If you have any issues using Online Banking, we have also prepared some guides to help you, you can find more information in the links below:
https://www.hsbc.com.hk/campaigns/prom191/

1. About The New Personal Internet Banking

2. Browser & System Requirements

3.My Accounts dashboard

4.Move Money

5. Global View / Global Transfers

6. Bill Payment

7. EBPP - Electronic bill payment and presentment

8. OVERSEAS ATM WITHDRAWAL SETTINGS

9. autoPay

10. REQUEST CHEQUE BOOK

11. MANAGE ESTATEMENT

12. Insurance Dashboard

13. Insurance Projected Values

If you have further question, please refer to other FAQs


Answers
1 ABOUT THE NEW PERSONAL INTERNET BANKING

1.1 What is the new Personal Internet Banking experience?

We have several new features introduced in our new Personal Internet Banking:

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1.2 There is no left-hand navigation, where has this moved to?

You can now access all Personal Internet Banking functions from the menus at the top of the page.

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1.3 How do I contact HSBC?

There are several ways to contact HSBC:

*Note: Message centre on Internet Banking is intended for customers' enquiries and feedback.

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1.4 How do I know if I have a message waiting from HSBC?

New messages and notifications can be quickly accessed by clicking on the envelop icon in the black strip at the very top of the screen. If you have new messages or notifications you will see a number in a red rectangle showing how many there are. The messages will be kept in your mailbox for 90 days.

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1.5 Can I reply to the message sent from HSBC?

Some messages can be replied through our message centre. However, the message centre on Internet Banking is intended for customers' enquiries and feedback. Any instruction requests received by us through email and to which we require the customer's signature will not be processed. Message centre is not intended for giving urgent banking instructions or reporting an urgent matter (e.g. reporting of fraud or suspicious transactions). If you suspect fraud, please call our customer service hotline immediately at (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for other customers.

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1.6 Why has the Personal Internet Banking background image changed?

To update our look, the cityscape background image that you see when using Personal Internet Banking changes periodically. This does not affect your Personal Internet Banking experience. You can continue to manage your money online as usual. If you use the HSBC HK Mobile Banking app you will notice the same background image change.

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2 BROWSER & SYSTEM REQUIREMENTS

2.1 Why do some Personal Internet Banking pages not display correctly?

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

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

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2.2 Does it matter which browser I use?

HSBC's Personal Internet Banking service will work with most internet browsers. For the best experience we recommend:

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2.3 Can I access new Personal Internet Banking with mobile browser, e.g. iPad, iPhone or Android device?

You are not recommended to use mobile browsers to access our internet banking, please use our HSBC HK mobile banking app if you want to access our internet banking services. If you prefer continue to use our internet banking, you are still able to use Personal Internet Banking securely, but you may encounter errors on displayed pages. Also, as new Personal Internet Banking does not compatible to Private Browser mode in Safari on iPad or iPhone which may impact the login process, please do not use Private Browser mode to access.

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2.4 Why I cannot visit some functions and receive a notice about blocking the popup windows?

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

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2.5 What is a browser?

A browser is what you use to look at websites. Using an up-to-date browser helps to keep you safer and lets you do more online. There are several to choose from and they're all free.

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3 MY ACCOUNTS DASHBOARD

3.1 What is My Accounts dashboard?

"My accounts" dashboard is the landing page after you have successfully logged on to the new Personal Internet Banking. You can experience a convenient single-page banking experiences like:

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3.2 What is Quick Transfer?

"Quick Transfer" is a new feature found in "My accounts" dashboard. This is the fastest way to transfer money between your own HSBC Hong Kong accounts immediately in Hong Kong dollar. If you wish to transfer to your payees, please choose "Move Money".

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3.3 What is the difference between Quick Transfer and Move Money?

"Quick Transfer" is a new feature found in "My accounts" dashboard. It allows you to transfer money between your own HSBC Hong Kong dollar accounts immediately.

"Move Money"allows you to transfer money between both your own and third-party accounts, domestically and internationally, in Hong Kong dollar and other supported foreign currencies. You can also set up an immediate transfer, a future dated payment or a recurring payment.

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3.4 What is the currency calculator? What are the supported currencies? What rates are used?

Currency calculator is a tools that let you easily check the exchange rate of foreign currency. The calculator support the 12 common currencies; Australian dollar, Canadian dollar, Chinese Renminbi, Euro, Japanese yen, New Zealand dollar, Philippine peso, Pound Sterling, Singapore dollar, Swiss franc, Thai baht and US dollar. The rate showing is an indicative rate referring to our Telegraphic Transfer Board Rate.

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3.5 I find a print button on the page, what is its function?

Some pages provide a "Print" button to create an easy-to-read, print-friendly version of the page that you are viewing. This can then be printed.

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3.6 Can I print from Personal Internet Banking?

Yes, you can print Personal Internet Banking pages. Some pages provides a "Print" button to create an easy-to-read, print-friendly version of the page that you are viewing. This can then be printed. Pages without a 'print button can also be printed, but formatting may be less clear. The print function depends on different browsers, for example, you can find "File" > "Print" in Internet Explorer

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3.7 How do I view my account details?

On "My accounts" dashboard, use the menu on the left to switch between your accounts. When you select an account, full account details and transactions will be shown to the right.

To view more details about each account, select "Details". To see more functions relating to the account, select "Manage". For example, you can view the RewardCash balance of your credit cards.

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3.8 How do I view my transaction history?

On "My accounts" dashboard, use the menu on the left to switch between your accounts. When you select an account, 5 recent transactions in last 10 calendar days for that account will be shown in an ascending order to the right. Use the "View more" link beneath the transactions to view more transactions. You can view, download and print transaction history.

You can click the magnifying glass to search your transaction history. The viewable and searchable date range of transaction history depends on the account type:

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3.9 How do I review more transaction history?

You can check the 5 most recent transactions of your bank account in last 10 days (e.g. if today is 10 March, transactions between 1 March and 10 March will be shown accordingly) under the "My accounts" page. You may click "View more" to see more transactions. Each click can show 20 more transactions.

If your account has more than 100 transactions in last 10 days, system will show the transactions of your bank account by applying a default searching parameter for transactions in today and yesterday. A maximum of 500 transactions can be shown.

If any searching parameters result in more than 500 transactions, the related transactions cannot be shown. You will be suggested to shorter the search date range.

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3.10 Why will I go back to "My account" page when I click on credit card or account information balance in "My credit cards" page but not to the selected credit card directly?

Credit card balance and details have already integrated to new "My accounts" page. "My account" page have included all account balances, transaction history and details in a single page, it is to give you a glance review on all your accounts. You may select the credit card you want to check from the account list on the left side of the page.

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3.11 Why I cannot see the latest transaction history when we click on the account balance?

Only transactions that have been posted to the account will be displayed. If you can't see transactions when selecting an account, it may be there have been no recent transactions. Also, no transactions will display if there have been more than 500 transactions within the last 2 days. If you believe you have conducted transactions recently but they are not correctly shown in the transaction history, please call HSBC hotline

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3.12 What is the update time for transaction history update time?

The transaction history is updated up to your last transaction for the following period:

Account Type Hong Kong Time
HKD Current, HSBC Premier/HSBC
Advance/Personal Integrated Account HKD
Current, HSBC Premier/HSBC One/Personal
Integrated Account HKD Savings, Super
Ease/University Student/Cash Card, Hong Kong
Dollar Statement Savings Account
Tuesday to Friday:5.30 am to 8.30 pm
9.10 pm to 5.20 am Friday to Saturday:5.30 am to 8.30 pm (Friday)
9.10 pm (Friday) to 5.20 am (Saturday)
Saturday to Sunday:5.30 am to 5.30 pm (Saturday)
6.10 pm (Saturday) to 2.30 am (Sunday)
Sunday to Monday:5.30 am (Sunday) to 8.30 pm(Monday)
Monday to Tuesday:9.10 pm (Monday) to 5:20 am (Tuesday)
Public holiday:12 am to 24 pm
Foreign Currency Current, HSBC Premier/HSBC
Advance/Personal Integrated Account Foreign
Tuesday to Friday:5.30 am to 9.00 pm
9.10 pm to 5.20 am
Friday to Saturday: 5.30 am to 9 pm (Friday)
9.10 pm (Friday) to 5.20 am (Saturday)
Saturday to Sunday: 5.30 am to 6.00 pm (Saturday)
6.10 pm (Saturday) to 3 am (Sunday)
Currency Savings, CombiNations Statement Savings Account Sunday to Monday: 5.30 am (Sunday) to 9 pm (Monday)
Monday to Tuesday:9.10 pm (Monday) to 5:20 am (Tuesday)
Public holiday:12 am to 24 pm
Passbook Savings Monday to Friday: 12 am to 8.30 pm 9.30 pm to 11.30 pm
Saturday:12 am to 5.30 pm
Sunday:4 am to 11.30 pm
Public holiday:12 am to 11.30 pm
Credit Card Tuesday to Saturday: 7 am
Sunday:10.30 am
*Note: The update time are different from current HSBC Internet Banking.

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3.13 In which file formats can my transaction history be downloaded from Personal Internet Banking?

You can choose to download your transaction history from Personal Internet Banking in a CSV file format. These file formats can then be used with your chosen personal finance software tool such as Quicken, Microsoft Money, or generic spreadsheet software, such as Microsoft Excel.

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3.14 Why am I having difficulties importing banking transactions history with my personal finance software tool when using the new HSBC Personal Internet Banking service?

We want to make managing your money easy, which is why you can download your transaction history from Personal Internet Banking in a CSV file format. This file format can then be used with your chosen personal finance software tool or generic software.

If you face any problems with your personal finance software tool, upgrading to the latest version should help to resolve these issues. For further support please contact your personal finance software tool provider.

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3.15 I found the in this new Personal Internet Banking platform, my account balance is shown in the landing page right after log on. I found it not user friendly. Why does your bank make such changes?

To offer you a consistent experience across all HSBC sites, we are redesigning our Personal Internet Banking to provide you with a whole new look and feel, and the ability for us to deliver more enhancements more often.

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3.16 Why my name displayed at Personal Internet Banking is different from my bank record e.g. statement, ATM card or credit card?

We provide the name in internet banking to provide you a personalized experience, but your name in bank record is not impacted.

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3.17 Why do I see 2 different balance amounts?

One is the account ledger balance and the other is the available balance. The ledger balance is the amount which may include the cheques that have been deposited into the account but that have not yet been cleared for withdrawal and / or other credits that have not yet become part of the available balance.

The available balance is the amount of money in the account that is available for withdrawal.

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4 MOVE MONEY

4.1 What is Move Money?

Move Money is a single place for managing all your payments and transfers from your HSBC accounts worldwide. With Move money you can:

Move Money can be reached via multiple entry points such as selecting "Move Money" within My accounts dashboard, or via the "My banking" menu at the top of the screen.

*Note: These payments and transfer require Security Device / Mobile Secure Key

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4.2 What is My Payee and how to use it for making transfers?

Payees are registered accounts to which you can make transfers without the need to input their details each time. Once you have registered a New Payee in your Personal Internet Banking, no further authentication using the Security Device / Mobile Secure Key is required when you make transfers to the account going forward. This is a useful feature if you transfer regularly (for example, paying school fees) to the same third-party account.

Once the account has been registered in "My Payees", simply choose the "My Payees" option in Move Money when making your transfer request and select the required account to which you wish to transfer funds. The maximum daily limits for transfers to "My Payees" are HKD3,000,000 per account, and by default the payees' maximum daily transfer is HKD50,000. You may change the transfer limit or delete this payee via HSBC Internet Banking after the instructions is effective.

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4.3 How can I transfer to an account that is not yet registered in "My Payees"? Do I need my Secure Device / Mobile Secure Key?

You can make Hong Kong dollar or foreign currency transfer to HSBC or non-HSBC accounts, including overseas accounts, by selecting "New Payee" on "Move Money". You will need your Security Device / Mobile Security Key to complete this transaction. The default maximum transfer limit to an account that is not yet registered to "My Payees" is set to HKD 0 per day by default. You should change this limit using your Security Device / Mobile Security Key to complete this transaction.

At the same time, if you want to save your payee detail in Move Money input page, simply tick the check box "Add to My Payees" after adding your transfer details. After the transfer is authenticated, the new payee's detail will be added to "My Payees".

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4.4 Why I cannot see pull down menu to choose my payees under Move Money?

You can click on the "magnifying glass" icon to show your payees account list.

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4.5 How can I change the transfer limit for "New Payee" and "My Payee"?

You can change your transfer limit in "My Banking" > "Limits" > "Daily payment and transfer limits". For "New Payee" refer to the section "To New Payees (another account in HSBC or other banks in Hong Kong, or overseas)" for amending the daily transfer limit. For "My Payee", the section "To my Payees (registered accounts via HSBC Internet Banking)" will let you set the limits for each registered account.

You will need your Security Device / Mobile Security Key to complete this procedure. The instruction to decrease and increase limits to "New Payee" are effective immediately. The instructions to increase the daily transaction limits to "My Payee" will be effective on the next working day if submitted before 9 pm from Monday to Friday, or 6 pm on Saturday. For instructions submitted after 9 pm from Monday to Friday, or 6 pm on Saturday or on Public Holiday, the changes will be effective in two working days.

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4.6 How can I register an account as "My Payees"? Do I need my Security Device / Mobile Security Key?

There are 2 ways to register a third-party account to "My Payees".

The new payee instructions will be effective on the next working day when submitted before 9pm from Mon to Fri or 6pm on Sat. Instructions will be effective in two working days when submitted after 9pm from Mon to Fri or 6pm on Sat or on Public Holiday.

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4.7 How can I find my payee list for fund transfer?

You can find it under "My Banking" > "Move Money" > "My Payees"

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4.8 How can I change My Payee's details?

Payees details cannot be amended, only the transfer limit for each payee can be changed. To delete a payee, you can find them under "My Banking" > "Move Money" > "My payees" and click the bin icon next to "View".

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4.9 For local transfers to another bank, how can I choose Express Transfer or e-Transfer?

You will not see the options e-Transfer or Express Transfer anymore as most transfers will be done via FPS. However, if the payee's bank does not support FPS, we will still send the money via Real Time Gross Settlement (RTGS).

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4.10 How can I amend my future dated payments?

You cannot amend your future dated payment, but you can delete it. You can find them under "My Banking" > "Move Money" > "Future payment". For each future dated payment, you can delete it after clicking "Show details". You can distinguish recurring payments from one time future dated payments on the list from the extra remarks under the date.

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4.11 How can I find my existing standing instructions?

Your existing standing instructions are renamed as "Recurring transactions" in the new Personal Internet Banking. You can find them under "My Banking" > "Move Money" > "Future payment" and select the filter "Recurring Payment" within "Search by frequency". They are indicated with the extra "Recurring Payment" remarks under the date.

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4.12 For overseas transfers, where should I input bank information e.g. swift code, bank address?

Please select "New payee" when you are setting up an overseas transfer in new transaction form. Once you have selected any foreign country in "Country / Territory" under "Payee bank details", the essential bank information input fields will be shown respectively.

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4.13 How to save the acknowledge page after the transaction completed?

New Personal Internet Banking does not provide "save" function. Alternatively, you can print the acknowledgement page as reference. However, print version of the acknowledgement page is not an official receipt of the transaction.

*Note: you can also keep the screen capture of this acknowledgement page as reference.

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4.14 Do I need to input the account number with the bank code?

No. You only need to enter account number.

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5 GLOBAL VIEW / GLOBAL TRANSFERS

5.1 How can I add my HSBC account in other country to Global View?

You can add a country/territory to Global View via "My Banking ">" Global View ">" Add/Remove a country or territory". Please also have your Personal Internet Banking log on details for the desired country ready to perform the linkage. You will need your Security Device/Mobile Security Key to complete this procedure.

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5.2 How can I view my Global View account?

Once you have successfully added your international HSBC accounts to "Global View", you will be able to view their balance and account summary within "My accounts".

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5.3 Why am I unable to locate my Global account balance?

For the countries have been moved to new Internet Banking, the account balance can be visited through "My account" page in Hong Kong new Internet Banking. For the countries that have not been moved to new Internet Banking, you need to log on the country to check you balance.
Please note that the following countries have received an upgrade to HSBC's new Personal Internet Banking: Argentina, Canada, China, Egypt, Hong Kong, Jersey, Mexico, Philippines, Saudi Arabia, Sri Lanka, United Kingdom and the United States.

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5.4 How can I switch to log on and access my HSBC account in other country after adding to Global View?

You can switch to other countries by selecting the country drop down in the dark grey top menu.

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5.5 How can I make a Global Transfers?

Once you have successfully added your international HSBC accounts to "Global View", you will be able to select them for fund transfers under "My accounts" tab in "Move Money". Alternatively, you may access this function via "My banking ">" Global Transfers".

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5.6 Why I cannot select all globally-linked accounts in "My accounts" during Global Transfers?

In order to make the selection process easier, we have filtered the list to only show accounts that you can make a debit or credit against.

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5.7 Can I increase/decrease my daily transfer limit for Global Transfers service?

Your daily transfer limit of "Global Transfers" cannot be changed and is separated from other payments and transfers limits.

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6 BILL PAYMENT

6.1 Why am I seeing a new Bill Payment design?

We are currently making improvements to your Personal Internet Banking. This includes a newly designed way on how you pay your bills.

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6.2 How can I pay a bill?

Please select "My banking" > "Pay or transfer" > "New Payee" > "Bill payment". If you have saved merchants or charities, please select "My Payee" and proceed accordingly with your respective merchant.

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6.3 Where can I find the link for 'Bill Payments'?

"Bill Payments" can be found under "My banking" > "Bill Payments".

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6.4 How can I make a tax payment?

Go to "My banking" > "Pay or transfer" > "New Payee" > "Tax Payment". You will then be able to select different options.

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6.5 How can I add a bill payment merchant as a new payee?

Most of the bill payment merchant will automatically be added as a payee once you have completed a payment to the new merchant.

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6.6 Will all my future dated payments be carried over to the new Personal Internet Banking?

All your future dated payments which you have entered in the old Personal Internet Banking will also show up on your new Personal Internet Banking.

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6.7 What will happen to my future-dated payments?

All your future-dated payments currently on Personal Internet Banking will automatically transfer to the new Personal Internet Banking.

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6.8 How many bill payment merchants will be saved automatically?

There is no limit to the number of merchants that can be saved by the system for both merchants and non-merchant payees. However, please note that the system per default only displays a total of 100 payees to customers. If the customer selects to see only merchants, they will be able to see a maximum of 100 merchants (same behavior as old internet banking).

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6.9 Why am I unable to see all my merchants under "My Payees"?

Please note that the system can save an unlimited number of merchants but is only able to display up to 100 merchants. In case you have more than 100 merchants and would like to see additional merchants, we recommend you delete some merchants to make other merchants visible. In case you are using the search function to search for a merchant, the displayed results will be a subsection of the first 100 merchants you have saved.

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6.10 What happens if I complete the Bill Payment instruction after the cut-off time?

If you complete the Bill Payment instruction after the cut-off time, a message will be displayed to the customer (to EBPP merchant only) asking for a confirmation to accept that the Bill Payment transfer will be performed on the next available business day. Please note that there will be no warning or time counter displayed to the customer which could make them aware about the cut-off time is over.
For bill payment debiting credit card, the cut-off time is Monday to Friday 4:30pm (excluding Public holiday). If payment instruction is placed after cut-off, the transaction will be processed on the next business day. For bill payment debiting bank account, there are no cut-off time.

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6.11 How can I pay bill for my registered Credit card

After logging on to your account, select the credit card for which you want to make payment and then click on 'Move Money'. You will get routed to 'New Transaction' page where the 'To Account' will be auto populated to your selected credit card.
You will have the option to select one of the options-
1) Full Statement amount
2) Total Minimum payment
3) Other amount
The amount will be pre-populated for the first 2 options, while for 'other amount' option you will be able to input amount as per your convenience.

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7 EBPP - ELECTRONIC BILL PAYMENT AND PRESENTMENT

7.1 What is the Electronic Bill Presentment and Payment service (EBPP)?

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

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7.2 How can I enrol an eBill?

To enrol an eBill, follow the below steps:
Step 1. Logon to HSBC internet banking and visit eBill under My Banking tab
Step 2. Select Merchant/Charity
Step 3. Input the Bill Payee account number
Step 4. Input any information at 'My note' field. This field is optional and all information is for your own reference.
Step 5. Select the bill type (if applicable)
Step 6. Confirm if you are registering your own bill (if the merchant allows third party bill enrolment)
After the merchant is selected, our system will automatically pick on the of below templates

  Template A Template B Template C
Own Bill Step 7. Click on 'Yes'

Read and understand the Term and Conditions

Step 8. Click on Continue button
Step 9. Verify all details
Step 10. Click on 'Confirm'
Step 7. Click on 'Yes'
Step 8. Input 'Subscription code' (to be provided by merchant)

Read and understand the Term and Conditions

Step 9. Click on Continue button
Step 10. Verify all details
Step 11. Click on 'Confirm'
Third Party Bill Step 7. Click on 'No'
Step 8. Provide bill owner's name (same as merchant record)

Read and understand the Term and Conditions

Step 9. Click on 'Continue' button
Step 10. Verify all details
Step 11. Click on 'Confirm'
Step 7. Click on 'No'
Step 8. Provide bill owner's name (same as merchant record)
Step 9. Input the Date of Birth of bill owner (e.g. if date of birth is on 3 Jan 1970, please select the month '01' from the pull-down menu and input 1970)

Read and understand the Term and Conditions

Step 10. Click on 'Continue' button
Step 11. Verify all details
Step 12. Click on 'Confirm'
Step 7. Click on 'No'
Step 8. Provide bill owner's name (same as merchant record)
Step 9. Input subscription code (which is provided by merchant)

Read and understand the Term and Conditions

Step 10. Click on 'Continue' button
Step 11. Verify all details
Step 12. Click on 'Confirm'

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7.3 How do I know my enrolment is accepted by the merchant?

You can check the status at the "enroled eBill Status" page. The eBill status for the respective bill will be changed to 'Approved' if the enrolment is accepted.
Also you can check your Internet Banking message centre (envelop symbol on top of PIB page), the bank will send a confirmation notification to you once the merchant has responded.

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7.4 What are the benefits of enroling an eBill?

Once you have enroled eBill from a merchant you can view the eBill in your account as issued by the merchant. This eBill will be kept for up to 24 months from the date of receipt.
You can settle the eBill via Internet Banking by clicking on the 'Pay' button on the 'eBill summary and payment' page. The selected merchant name, bill payee account number and bill amount will be prefilled (applicable to HKD bills). The payment instruction will be placed once you have selected the debit account and confirmed all details.

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7.5 Can I enrol eBill if I am not sure who the bill owner is?

To speed up the approval process, we suggest you check with your merchant or refer to your existing bill for the correct details.

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7.6 Can I enrol my parent's water bill on my eBill service?

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

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7.7 How long does EBPP enrolment take?

No more than 60 days. You'll get updates on the status of your enrolment request through your Personal Internet Banking message centre (envelop symbol on top of PIB page).

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7.8 I have successfully enroled for eBill service for over a month, why is there no eBill presentment?

The eBill presentment is provided by the merchant. For billing cut-off date and other details, please contact the merchant.

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7.9 Which merchants support eBill?

To find out which merchants support EBPP service, please refer to the merchant list (https://www.hsbc.com.hk/personal/ways-to-bank/transfer-and-payments/merchant-list.html) and check if specific merchants support "eBill presentment service" under "Bill payee account number".

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7.10 What should I do if the information shown on the eBill is incorrect?

All information on eBill is provided by the merchant. For details, please contact the merchant.

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7.11 I have enroled my Water bill for eBill service at HSBC. Can I enrol for eBill service for the same bill at other banks?

Yes. Each bill account number can be enroled for eBill service for up to five times via the same bank or different banks.

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7.12 If the merchant has not issued an eBill for a certain period of time, what do I need to pay special attention to?

If there is no eBill presentment for over 36 months, the eBill enrolment record will be deleted and the eBill status will be changed to 'Rejected'. If you would like to enjoy eBill service with the bill, you need to re-enrol for the service for the same bill payee account number.

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7.13 How long will the records in the eBill summary be retained?

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

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7.14 Can I settle an eBill denominated in USD via HSBC Internet Banking?

Bill Payment service is only available for HKD dollar payment. If you would like to settle a bill denominated in another currency via HSBC Internet Banking, please contact your merchant and obtain the HKD dollar equivalent bill amount for settlement.

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7.15 After my enrolment of the eBill, how do I know when I have received an eBill? Will there be any message sent from your bank to inform me of the receipt of an eBill?

You can go to the 'eBill Summary & Payment' page to check if any eBill has been issued from your merchant. The bank will not send any other notification to you when an eBill has been received.

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7.16 Why doesn't my merchant provide payment eReceipt service?

It's the merchant's decision whether or not to issue a payment eReceipt.You can go to the 'Merchant list' page to check which merchants support the payment eReceipt.

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7.17 I found that the information in the payment eReceipt was incorrect. What should I do?

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

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7.18 Why do I receive a payment eReceipt even though I have not made any payment to the merchant?

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

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7.19 My eBill has been overdue but the eBill has indicated that the merchant does not allow overdue payment. Am I still able to pay it now?

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

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8 OVERSEAS ATM WITHDRAWAL SETTINGS

8.1 Why am I seeing a new design for the Overseas ATM Withdrawal Settings?

We are currently making improvements to your Personal Internet Banking. This includes a newly designed way on how you change the settings for overseas ATM withdrawals.

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8.2 How can I amend/set up my overseas ATM withdrawal limits?

The new Personal Internet Banking has three different entry points for you to set up/amend your overseas ATM withdrawal limits. The first option is located under "My Banking" > "Limits" > "Overseas ATM withdrawal limit".
The second option is located at the bottom of the Account summary page located under "My Profile > Overseas ATM withdrawal limit".
Last but not least, you can click on your name on the top right and select the option "Overseas ATM withdrawal limit".

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8.3 Are there any restrictions when setting up an overseas ATM withdrawal limit?

We have pre-set all your ATM and credit card overseas withdrawal and transfer limits to zero. If you would like to change your settings, please select an activation date within the next 6 months or use "Until further notice" if the end date is more than 12 months from today (same as old internet banking). You will need your Security Device / Mobile Security Key to complete this transaction.

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9 AUTOPAY

9.1 How can I set up or manage an autoPay?

You will be able to select 'autoPay' under 'My Banking' to either set up a new autoPay or manage existing autoPay payees.

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9.2 Will all my current autoPay instructions be still in place after the migration to the new Internet Banking?

The system will automatically carry over all existing autoPay instructions to your new Personal Internet Banking.

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9.3 How can I set up a new autoPay payee if I cannot find them in the company name list?

You can select 'Other beneficiary' then input all the required company information.

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9.4 How can I amend the autoPay limit / end date / frequency for a payee?

You can review and change your autoPay maximum amount / expiry date / frequency by selecting 'autoPay', then "Manage autoPay". You will need your Security Device / Mobile Security Key to complete this procedure.

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10 REQUEST CHEQUE BOOK

10.1 How can I request a new cheque book online?

You can order a new cheque book online either by selecting 'Request cheque book' in the My banking menu or by clicking on 'Request cheque book' under 'Manage' menu in 'My Accounts' page.
You can request a cheque book with 30/50 pages in one instance.
*Note: These transactions require Security Device / Mobile Security Key

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11 MANAGE ESTATEMENT

11.1 Can I change my designated email address?

You can change your email address whenever you want under 'Communication preferences'.
Note: To ensure the timely receipt of eStatements / eAdvices sent to your designated email address, please update your email address whenever there are any changes.
* These transactions require Security Device / Mobile Security Key

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11.2 How can I access the eStatement received via email?

If you already have the eStatement and eAdvice password, please use such password to open the attachment. Otherwise, please use a preset password to open it. The password will be a 9-digit password containing:
Part 1 -The last digit of your month of birth and last 2 digits of your year of birth
Part 2 -The first 3 alpha numeric characters of your Hong Kong Identity Card (HKID) or passport number
Part 3 -The last 3 digits of your mobile phone number provided for our record
Password example
Date of birth: 17 / 12 / 1985
HKID number: A123456 (7)
Mobile phone number: 9878 5432
Your password for the first time log in will therefore be: 285 A12 432
For security reasons, we will request you to change this password when you first logon to the system to view your eStatement / eAdvice.

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11.3 If I forget my password or want to change my password, what should I do?

You can change your password via "Change Password" under "eStatement and eAdvice".

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11.4 What happens if you send my eStatements /eAdvices and my mail box is full or there is insufficient mailbox capacity?

If your mail box is full or there is insufficient mailbox capacity, the email will be returned to us. If circumstances allow, the email will be resent.
For investment service, in case your email is returned back to us, the related hard copy statement or advice will be mailed to your latest correspondence address in our Bank's record

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11.5 Why can't I open the eStatements /eAdvices sent to my company email address?

Some company mail servers may have security restrictions that do not support script viewing; therefore your eStatements / eAdvices cannot be opened. You are advised to use private email accounts such as Yahoo, Hotmail, or Gmail to receive your eStatements / eAdvices.

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11.6 I have opened the attachment and there is no response after clicking the "Continue" button. There is a message saying that JavaScript has not enabled, what should I do?

The JavaScript in your PC may have been disabled or your browser does not support JavaScript, therefore, restricting your access to the files.
To enable the JavaScript, follow the steps below:

Please follow the steps in the email cover to view the eStatement and eAdvice.

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11.7 If I am using Outlook or Outlook Express, what do I need to do if I still cannot view the content of the eStatements / eAdvices after I have enabled Active Scripting?

If you are using Outlook or Outlook Express, you should complete the following settings within Outlook or Outlook Express before detaching the file:

Please note that the revised setting may affect the receipt of email from other sources.
To view the saved eStatements / eAdvices, please follow the steps below:
The javascript will be enabled to view the eStatements / eAdvices.

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11.8 Which operating system and browser supports the viewing of eReminder sent to my email account?

The Service is supported on Microsoft Windows XP with Internet Explorer version 7.0. In addition, Java Virtual Machine - Sun Microsystems Inc 1.4.2 should be installed. Please stay online when opening the eReminder.
Note: Please use our "Computer Settings Checking Tool" at
http://www.personal.hsbc.com.hk/1/2/hk/personal/estatement to check your computer settings.

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12 Insurance Dashboard

12.1 How do I access the new Insurance Dashboard?

You can access the new Insurance Dashboard by logging on to Personal Internet Banking and clicking the 'My insurance' tab at the top navigation.

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12.2 What's new about the Insurance Dashboard?

As part of the new experience and design, our new Insurance Dashboard gives you an overview of your insurance policies in one place in a simple and user-friendly interface.
You will be able to view your active HSBC Life Insurance and General Insurance policy(ies) purchased from Hong Kong HSBC. You will also be able to conduct existing servicing requests and access our online products.

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12.3 Will the old dashboard continue to be available?

The old dashboard will be demised after the new Insurance Dashboard is launched.

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12.4 I'm more comfortable using the old dashboard, can I still access it instead of the new Insurance Dashboard?

The new dashboard will provide you with a better experience and simplicity in viewing your policy details which includes features available in the older dashboard, which is why we are demising the old dashboard and replacing it with the new one.

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12.5 Why are some of the fields missing in the new dashboard?

The new dashboard is built to show you all your critical information while reducing clutter. It will still provide you with essential information policy holders usually require, in a more user friendly way.

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12.6 Why can't I find some of the insurance policies I own?

The dashboard will display your active HSBC Life Insurance and General Insurance policy(ies) purchased from Hong Kong HSBC. In the event that you cannot see your policies details or conduct servicing requests, please call our HSBC Life Insurance Service Hotline at (852) 2583 8000 or the General Insurance Service Hotline (AXA) at (852) 2867 8678 for policy enquiries and assistance.

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12.7 Will the new dashboard be updated immediately after I purchase a new insurance?

After purchasing a new policy, you can only view it in the dashboard after policy approval and issuance. For enquiries, please call our HSBC Life Insurance Service Hotline at (852) 2583 8000 or the General Insurance Service Hotline (AXA) at (852) 2867 8678 for policy enquiries and assistance.

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12.8 Does the new dashboard support all the previous servicing features available in the old dashboard, such as updating contact details, changing premium payment instruction and withdrawing policy value?

Yes, you will be able to access previous servicing features on the new Insurance dashboard. For enquiries, please call our HSBC Life Insurance Service Hotline at (852) 2583 8000 or the General Insurance Service Hotline (AXA) at (852) 2867 8678 for policy enquiries and assistance.

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12.9 Does it matter which internet browser and operating system I use?

Our Insurance Dashboard is compatible with most internet browsers, including:

Our Insurance Dashboard is compatible with most operating systems, including:

Please note that if you are using an operating system or a browser outside this range it will not be compatible with the new Insurance Dashboard.
It is advisable to upgrade or use one of the recommended operating systems or browsers for accessing the Insurance Dashboard.

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13 Insurance Projected Values

13.1 What are projected values?

Projected values are illustrated figures of the projected cash/surrender values, payout benefits (if any) and death benefits of your policy. The non-guaranteed benefits (if any) are subject to HSBC Life (International) Limited's discretion. The illustrated figures are for reference only and subject to rounding differences.

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13.2 Where can I see the projected values of my policy?

On Personal Internet Banking, you can view the projected values of your policy within the Insurance Dashboard by clicking on the 'My insurance' tab at the top navigation, selecting your policy, and clicking 'View projected values' under the 'Projected values of your policy' section.
On the HSBC HK Mobile Banking app, you can view the projected values of your policy by clicking on your policy in the account summary page, and then 'View projected values' under the 'Projected values of your policy' section.

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13.3 Why can't I see the projected values for all my policies?

The projected values feature is currently only available for specific Annuity, Whole of Life and Endowment products.

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13.4 Why can't I view my projected values for my annuity, whole of life or endowment policy?

We are currently enhancing our systems so projected values may be unavailable at this time.
We apologize for any inconvenience caused. If you need immediate assistance, please call us at the applicable hotlines below:

Lines are open every day except on Sundays and public holidays:

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13.5 What is 'Cumulative received/projected value'?

The cumulative received/projected value is the total sum of all the payouts, cash/surrender value, and any applicable discretionary bonus/dividends, including the payouts you've already received (if any) and the projected payouts you'll receive in the future. Please note, this is a projected amount for reference only.

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13.6 What are 'Projected benefits'?

The projected benefits refer to the estimated percentage amount you would have earned over the projected total premiums paid at maturity. Please note, this is a projected amount for reference only.

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13.7 Can I view the projected values of my policy at different ages?

Yes. On Personal Internet Banking, you can tap on the buttons next to "at age", or click on the respective bar on the graph to view the projected values for a certain age on the payout benefit tab. On the cash/surrender value or death benefit tab, you can hover the mouse pointer over the relevant dot on the graph to view the projected values for a certain age.
On the HSBC HK Mobile Banking app, you can tap the buttons next to "at age" or move the slider on the graph to the left or right to view the projected values for a certain age on the payout benefit, cash/surrender value or death benefit tabs.

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13.8 Is special bonus included in projected cash/surrender value?

The special bonus (if any) is included in the projected non-guaranteed cash/surrender value.

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13.9 Where can I find the projected payout for my upcoming anniversary in the payout benefit tab?

You can refer to the 'Total for the policy year' on the first row of the Payout benefit table for this coming year's projected payout. Please note, this is a projected amount for reference only.

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13.10 Why are the projected values different to what I see in my proposal?

The projected future non-guaranteed benefits (if any) of your basic plan illustrated on this 'Projected values' section are based on HSBC Life (International) Limited's current dividend/special bonus scales under current assumed investment return and are not guaranteed (while dividends/special bonus, if any, declared in the past will not be impacted). The actual amount payable may change anytime with the values being higher or lower than those illustrated.

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