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Electronic Banking Frequently Asked Questions

Get quick answers to your HSBC online banking questions

Getting started

1. What can I do with online banking?

With HSBC online banking, all your banking needs are just a few clicks away.
- Keep track of your posted transactions including your credit card spending, due dates and rewards point
- Subscribe to paperless banking and get your deposit or credit card statements exactly on your cut-off date. No need to wait for postal or courier delivery
- Set customized SMS alerts, informing you on any significant movement in your deposit accounts
- Transfer funds from your account to anywhere in the world
- Pay bills using your deposit or credit card account

2. How much does online banking cost?

HSBC online banking is free of charge. Access to your deposit and credit card online is a built-in feature of your account. Certain transactions, such as local and international transfer, bear charges. These fees are significantly discounted for online users. For more information, click here.

3. What do I need to enroll in online banking?

Enrollment to HSBC online banking is simple. If you are a deposit customer, you will need your account number and ATM PIN. You may also use your Phone Banking number and telephone PIN to register. If you are a primary credit card customer, you will need your credit card number and cash advance PIN.

4. Can I begin using online banking immediately?

As soon as your registration is completed, you can immediately access your accounts. No more activation is needed.

5. What if I forget or need to change my online banking Password or Username?

Reset of your online banking passwords may be done online, provided that you supply the correct answers to the security questions you set upon registration.

However, you may not change your username. If you have forgotten your username, you may contact our hotlines to secure assistance from our customer service associates.

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1. Why do I need two passwords?

The system requires you to input two passwords to help safeguard your account from unauthorized users. Both passwords enter our system through a high-level of encryption assuring you that no one can retrieve them.

2. What is the Security Device?

The Security Device is an optional security feature provided by HSBC to give you the maximum security upon logon and while performing transactions. Each Security Device is assigned to a unique online banking user. It releases a time-sensitive pass code which will be required when you log on.

3. What is the difference between accessing through passwords and accessing through Security Device?

The Security Device is part of a security standard called two-factor authentication – something you know and something you have. This offers security parallel to that of the ATM. There are certain sensitive transactions like third party transfers that require authentication through the Security Device.

Basic online banking services like balance and transaction inquiry, transfer among your accounts and bills payment can be accommodated simply through your passwords.

4. What can I do to ensure that my access is secured?

Make sure that your computer has the latest security updates and patches and you know other helpful information about vulnerabilities in programs and how to find the fixes.

Install anti-virus software. Learn about commercial and free anti-virus protection products.

Use personal firewalls. A firewall is a program that helps protect your computer from internet-borne threats, such as potential hackers and offensive websites.

Read our password advice: Passwords are the key to your online account information so it's important to keep them safe.

Use an anti-spyware program. This will help to prevent information about your online activities being collected by third parties.

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Account access

1. I cannot see all my accounts in online banking, why is that?

You may not have selected all accounts listed during registration. You may add these accounts by going to the Services Menu and clicking on Select Accounts. Please note that only active accounts will be available for viewing online.

2. I am an HSBC customer, why does it say that I do not have a credit card?

Your credit card might have to be loaded manually. Please contact our Customer Service Hotline for assistance.

3. Can I view my credit card transactions online?

Yes. Go to Account Summary and click on your credit card number to view details and transaction history.

4. Is it possible to open an additional account online?

Yes. You can open a new account online by going to the Accounts Menu and selecting Open New Account.

5. Is it possible to request for an increase in credit limit online?

Yes. Go to Services Menu and click on Temporarily Increase Credit Card Limit. You can also request for an increase in credit limit by sending us an e-mail.

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Paying bills

1. How do I start using Bill Pay?

Bills payment is already activated as soon as you register to HSBC online banking. To start paying bills, follow this simple procedure:
- Choose Pay Bills from the left hand navigation bar
- Select Add Payee, then click the Search button to display all payees that can be paid online
- Select the payee name you would like to enroll
- Input your payee reference number
- Choose Pay Bills from the left hand navigation bar
- Select the payment source account
- Select the payee that you wish to pay. Only enrolled payees applicable to your chosen source account will be included in the drop-down list
- Input your payment instructions composed of the amount, payment frequency and narrative. Only payments using a deposit account have the option to set recurring transactions. Both deposit and credit card payment can set future-dated payments up to 30 days in advance
- Review your payment instructions, then click on CONFIRM
- Print or file the acknowledgement page

2. Who can I pay with online bills payment?

Our services include over fifty payees including utilities, telecom, insurance, toll, cable, credit cards, loans, schools, charities, airlines, government offices and so much more.

3. Is there a limit to the number of bills I can pay within online banking?

You daily limit is PHP250,000.

4. When will my payments be posted?

You never need to worry about late payments. Your payments are important to us – so important that we guarantee they’ll be sent on time when you follow these simple conditions:

• If your source account has sufficient available balance or credit limit to cover the payment amount. For future-dated payments, the source account may be funded up to the previous banking day of the scheduled payment date

• If we receive your payment request by the cut-off time

- Cut-off for credit card payments is 5:40 pm, Manila time. All payment instructions received after 5:40 pm, Manila time shall be processed on the next banking day. The payment will be recognized by the payee as a Day 2 transaction.
- Cut-off for deposit payments is 6:00 pm, Manila time. All payment instructions received after 6:00 pm, Manila time shall be processed on the next banking day, however, the payment will be recognized by the payee as a Day 1 transaction.

• If you input the payee information correctly. To ensure that you enroll the accurate payee information, we recommend that you refer to your payee statement of account or the Merchant Information Sheet when setting up your payee list

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Transferring funds

1. How much can I transfer among my HSBC accounts in the Philippines?

You can transfer a maximum of PHP10 million among your accounts. However, the system will automatically reject your transaction if the debit account is in local currency (Philippine peso) and credit account is in foreign currency (ie US dollar, Japanese yen, British pounds).

2. How much can I transfer to a local bank or a bank abroad?

The maximum amount you can transfer daily is PHP250, 000.00 (or its foreign currency equivalent). Transactions with amounts greater than this limit will need to be confirmed separately, either via phone or written and signed instructions.

3. What types of transfers can I make using online banking?

• From an HSBC Philippines account to any of your other HSBC Philippines accounts
• From one of your accounts to a third party account (provided your third party payment function is activated)
• Payments into your credit card account
• Payments to third party credit card accounts (provided your third party payment function is activated)
• Transfers to other local bank accounts (provided your third party payment function is activated). You may select the bank name from the drop-down menu and enter address in the free format field
• Transfers to overseas bank accounts (provided your third party payment function is activated). If the debit account is in local currency and the remittance is in foreign currency, you may be asked to submit an Application to Purchase Foreign Currency (Central Bank regulation).
• You can also make payments to other local bank accounts or accounts overseas

Please note that transfers to a foreign currency account from a Philippine Peso account are subject to regulations on the Sale of Foreign Currency set forth by the Central Bank of the Philippines and may require relevant supporting documents. As such, transfers of this nature may only be transacted through your branch of account.

We further advise that in order to complete third party transfers, a Transfer Set-up Form should first be downloaded, signed and returned to HSBC Philippines for the attention of the "Personal online banking Section".

As an added security measure, this facility shall automatically be dropped from the system if no third party transfers through online banking are made for more than a year. You may however re-activate this feature at anytime by submitting a new duly-completed Pre-Designated Third Party Payment Form.

* For automatic processing of transfers to overseas banks please input ABA number (US banks), BSB (Australia banks), IBAN (EU banks), and six-digit sort codes (UK banks).

4. Why was my transfer processed manually?

If details of beneficiary bank are entered in free format, the payment will be processed manually.

5. What are your cut-off times?

Local payment (LP) 1:00 pm
Telegraphic transfer (TT) 3:00 pm
Transactions received after cut-off will be processed on the next banking day.

6. What are the charges when I do transactions online?

LP-Debit Peso Account: PHP140.00
LP-Debit Foreign Currency Account: USD4
TT: USD25 plus USD25 HBUS charge for USD transactions due to serial payment method
Cashier's Order: PHP85
Demand drafts: USD16

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Technical requirements

1. What do I need in order to use your online@hsbc service?

You would need a computer with internet connection. It is best viewed at 1024x768 screen resolution with Internet Explorer 5.0 and above or Netscape Navigator - versions 7.2x. For Macintosh users, the site will be best viewed with Netscape Navigator 7.2.

2. Internet Explorer

Click on Help on the top navigation bar of your browser. Go to About Internet Explorer. The information should detail the version of Internet Explorer and Cipher Strength (level of encryption).

Click on Help on the top navigation bar of your browser. Go to Release notes. The information should contain the version of Netscape and Cipher (showing the level on encryption).

Click on Help on the top navigation bar of your browser. Go to Release notes. The information should contain the version of Firefox and Cipher (showing the level on encryption).

3. Should I have cookies or Java Script enabled on my browser?


Internet Explorer
Click on Tools on the browser toolbar and select Internet Options. Choose the Security Page. Click Custom Level. Click allow cookies that are stored in your computer. Click OK.

Click Edit on the browser toolbar. Select Preferences. Choose Advanced Categories. Click Accept all cookies. Click OK.

Click Tools on the browser toolbar. Select Options. Choose the Privacy tab. Click Accept cookies from site. Click OK.

4. Why do I get a message saying "This program has performed illegal operation."?

You have probably encountered a General Protection Fault. Close and open your browser again. If this does not work, restart your PC and try again.

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