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Mobile banking FAQs

For information about mobile banking, online banking, Secure Keys and more, view all digital banking FAQs (PDF).

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What if I lose my mobile device?

HSBC provides a high level of security whether you log on using a desktop computer or a mobile device. However, as always, it is your responsibility to take all reasonable precautions to prevent the fraudulent use of your security information.

If your mobile device is lost or stolen, or you feel your log on credentials may have been compromised, call us as soon as you can to let us know.

We recommend that you contact your service provider to have your device deactivated.

Are there any fees to download or use the HSBC Philippines app?

There are no fees to download or use the HSBC Philippines app. Data charges from your mobile service provider may apply. HSBC is not responsible for these charges.

Can I use the mobile banking app abroad?

Yes. You can use the app anywhere you have an internet connection on your mobile device and in HSBC countries/regions where regulations allow. You may incur roaming data charges while you're using it abroad, though. Please check with your service provider for data charges that may apply.

I keep getting logged out of mobile banking. What's happening?

You may be trying to log on to online banking at the same time. You can't have two sessions open at once, and since online banking and mobile banking use the same log on details, one session will log itself out for security.

Will the app keep running if I forget to log off?

Your mobile banking session will time out automatically after a period of inactivity. Unlike online banking there won't be a pop up message advising that it will time out.

What do I do if I forgot my password or get locked out?

You'll need to reset it through online banking. Go to the online banking log on screen and select the 'forgotten password' link.

Alternatively, you can contact us.

Who can I make payments to?

You can use the HSBC Mobile Banking app to make transfers between your own HSBC accounts, move money to existing payees and pay bills to over 50 payee companies.

For inquiries or complaints, please call HSBC's Customer Service at (02) 8858-0000 or (02)7976-8000 from Metro Manila, +1-800-1-888-8555 PLDT domestic toll-free, (International Access Code) + 800-100-85-800 international toll-free for selected countries/regions, or talk to us through Chat by clicking on the icon at the bottom right of our homepage. If you want to find out more about HSBC's customer feedback procedures, please visit hsbc.com.ph/feedback.

The Hongkong and Shanghai Banking Corporation Limited is an entity regulated by the Bangko Sentral ng Pilipinas (Bangko Sentral) https://www.bsp.gov.ph. You may get in touch with the Bangko Sentral Consumer Protection and Market Conduct Office through their Email: consumeraffairs@bsp.gov.ph; Webchat: http://www.bsp.gov.ph; Facebook: https://www.facebook.com/BangkoSentralngPilipinas or SMS: 021582277 (for Globe subscribers only).

Deposits are insured by PDIC up to PHP1,000,000 per depositor.

Note: Do not provide your account or credit card numbers or disclose any other confidential information or banking instructions through chat.

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