Online banking FAQs

Sign up today in 5 easy steps to gain immediate access to your accounts online.

• Terms & Conditions: Read HSBC online banking's Terms & Conditions. Once done, click the checkbox at the bottom of the page to signify your acceptance of the Terms & Conditions and then click Continue.
• Verify identity: Select your account information from the list and fill in the required details. You have the option of using your deposit account (debit card), credit card, or phone banking number and their respective PIN. Click Continue to proceed to the next step.
• Set up log on: Nominate your username. Your username is composed of at least 5 alphanumeric characters. This will serve as your permanent access ID to HSBC online banking. After nominating your username, it's time to choose a memorable question and set your memorable answer. Then, you will also need to create a password. These will be your unique log on settings. Click Continue to proceed to the next step.
• Set security questions: Select the security questions and provide their corresponding answers. These security questions will allow you to securely and conveniently reset your memorable question, memorable answer, or password should the need arise. Click Continue to proceed.
• Confirmation: A confirmation page of your successful online banking registration will appear. Once completed, you will be able to access your accounts through HSBC online banking and HSBC Mobile Banking.
  

Logging on to online banking is easy and secure. Each time you log on you will be asked for:

• Your username
• The answer to your memorable question
  
• 3 random characters from your password, or your Secure Key code if you are logging on with a Secure Key*

*For HSBC Secure Key holders.

If you forgot your password, select, 'forgotten password' on the password screen to retrieve it. If you enter your password incorrectly too many times, you'll need to follow the prompts to reset your password.

If you haven't logged on to online banking in 12 consecutive months, your registration will be cancelled. You will need to re-register to use the online banking service again.

In order to protect you and our systems, some of the older web browser versions will not be able to access HSBC websites. Generally, the latest versions of a browser (like Internet Explorer, Google Chrome, Apple Safari, etc.) and an operating system family (like Microsoft Windows, MacOS) have the most up-to-date security features.

If you are not using recent browser versions, please upgrade your browser to the latest version via their websites or search online for advice on how to do this.

You can't update your username, but you can update your password, memorable question or answer and security questions.

First, log on to online banking. Then select your account name on the top menu bar. From the options, select 'Log on & security settings'. Here you can update your details.

When changing your security settings, be sure to choose passwords and answers that no one could guess. Memorise them and never write them down. This will help prevent others from accessing your financial information.

You can assign nicknames to your savings and current accounts, so you can recognise them at a glance. Choose the 'Rename accounts' option in online banking. Changing your account names has no effect on your accounts outside of online banking. The original names will still appear on all your statements.

Select an account from your accounts list, 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.

To search for a specific transaction, select the magnifying glass above your account transaction list. Search can only find banking transactions made in the last 3 months, and credit card transactions made in the last 12 months. 

To view your historic statements, select the account from your accounts list, then the 'Manage' menu above your transaction list. Select 'View and print statements' from the drop-down menu. 

Your recent transactions can be downloaded into CSV format, which allows them to work with other programs such as Microsoft Excel. Select the 'Download' button located beneath your transactions.

Historic statements are available to view online or download as a PDF only.

Yes. Some pages have a print button at the bottom, which creates an easy-to-read version of the page you're viewing. Pages without the print button can still be printed, although the print results may not be optimal. 

Quick Move Money simply allows you to transfer money between your own domestic accounts immediately on the online banking homepage. With the full Move Money function, you can make payments to individuals and companies, both domestically and internationally - and you can set up and manage payments.

You can:

• Transfer money between your own accounts or to someone else in different currencies
• Transfer Philippine Peso funds conveniently to a local account* via PESONet
  
• Pay bills (in local currency/PHP) and see your bill payment history
  

Some transactions are subject to fees & charges. To find out more, view our Easy Guide to Bank Services and Charges (PDF).

Online banking automatically displays a saved payee's registered name if it's an HSBC account. The payee names will be displayed in your 'My payees' list - they are based on the HSBC bank account number or credit card number you have entered.  

If you're setting up a non-HSBC payee, you can continue to save your own payee name as usual.

On your online banking homepage, first select the account you want to make the payment from. Then select the 'Move money' button above your transaction list.

From there, you can select payees you've paid in the past. Or you can set up a new payee by selecting the 'New payee' tab. Select 'Person' if you're transferring money to an account at a local or international bank. If you're paying a bill to a company on our bill payment merchant list, select the 'Company' tab and search for the company.

We are not able to link HSBC Philippines accounts with HSBC Savings Bank accounts in online banking. This is because HSBC Philippines and HSBC Savings Bank are two separate legal entities.

If you need to make transfers between your HSBC Philippines and HSBC Savings Bank accounts, you'll need to set up a regular payment. Go to Move Money to carry out the payment.

Yes, you can order a cheque book online for your current/checking accounts.

When you select your checking account, full account details and transactions will be shown on the right. Click the Manage menu, select Order Chequebook. For security reasons, the cheque book will be delivered to your local branch for collection.

You can request a replacement PIN using online banking for your debit cards, credit cards and telephone banking access by clicking your account name at the top of the screen and selecting Request new PIN. Alternatively, you can also select this function from the Manage menu. 

For telephone banking and Debit card PIN requests, delivery is to your HSBC branch. For Credit Card PIN requests, delivery is to your correspondence address registered with us.

You will see a numeric notification in red on top of the envelope icon that indicates the number of unread messages. New messages can be accessed by clicking on the envelope icon located at the top of the screen.

Although our online banking pages are built to meet all relevant web standards, some older web browsers may display certain elements of a page incorrectly. We recommend you update your browser to the latest versions of Google Chrome, Internet Explorer, Mozilla Firefox or Safari.

If you prefer not to upgrade your browser now, you can continue to use online banking securely. You may just still encounter display errors.

Online banking does not support Internet Explorer 8 (and older versions) as well as private browsing in Safari. 

As we work to improve our service, you might experience periods of sluggish performance. Please bring these to our attention. We thank you for your patience and support in helping us better the experience for all our customers.

Please call us on (02)8858-0000 or (02)7976-8000. Premier customers may call (02)8858-0800.