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Mobile banking FAQs

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How do I set up my log on details?

To set up your account details on the app, you'll need to be registered for HSBC online banking. You need your HSBC online banking log on details (username, memorable answer and password/Secure Key) to log on to mobile banking.

What if I lose my mobile device?

HSBC online banking 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 Mobile Banking app?

There are no fees to download or use the HSBC Mobile Banking 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.

Can I see my bank charges through the app?

Charges that have already been deducted from your account will be shown as transactions on your statements. Just log on to see details of monthly charges, fees and interest that will be deducted from your account.

Why can't I download statements?

Statements are not available for viewing and download in the app. You will need to log on to online banking to view and download statements.

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.

With your Secure Key, you can set-up new payees and make local and international bank transfers.

Why can't I see my future-dated transactions?

At the moment, only customers who have Global Transfers can view and manage their future-dated global transactions. You will need to log on to online banking to view, cancel or amend all other future-dated transactions.

Why can't I send secure messages in the app?

You can only send secure messages if you're logged on with your Secure Key. If you have logged on to the app using just your username and password, you'll only be able to read messages.

Are the account balances on the app always correct? The app says I have money but I can't withdraw any.

The app can be used at any time and will always show up-to-date account information. There will be occasions when there will be a difference between the balance of your account and the available balance. This may be due to, for example, a payment having not yet cleared.

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