Online banking FAQs

This is a refreshed look and feel of your My Account page that we hope will make managing your accounts online quicker and easier.

Don't worry if your Online Banking homepage still looks the same. We’re introducing the new pages to customers progressively and gradually over the next few months. You'll get access to the refreshed Online Banking automatically. You’ll also get an e-mail once the new website is available to you.

No, you won’t be able to switch back to the old design after you experience our updated design.

On the Homepage, you'll see a list of all your accounts in this specific order:

1. Current Account
2. Savings Account
3. Premium Plus Savings Account
4. Time Deposit
5. Credit Card
6. Loans/Mortgage
7. Other,

where you’ll be able to see the balance for each account. To view your account details, click on the account name. You’ll be redirected to an individual page where you’ll find all your transactions for that account.

With the Search and Filter function, you can navigate to transactions within a specified period. Click on Search and Filter button on Account Details page, you’ll see the search criteria menu. Then you can input the date range, amount or keyword to search the relevant transaction records. Note that the search period for Current Account, Saving Account, Loans/Mortgage Account is up to 3 months while the search period for Credit Card Account is up to 12 months.  Term Deposit Account is not supported for Search and filter.

Yes. Scroll down to the bottom of the Account Details page, you’ll find the ‘Download’ and ‘Print’ button. Your download file will include transactions that are currently displayed on your screen.  If you can’t find the information you’re looking for, refine your search using the Search and Filter function. You may download transaction history in QFX or CSV file format. These file formats can then be used with your chosen personal finance software tool such as Quicken or generic spreadsheet software, such as Microsoft Excel.

If you filtered your transactions before clicking on the print button, you’ll only print the transaction details you’ve filtered out.

To print all your transactions, clear all search filters first before clicking 'Print'.

Yes. ‘Your next statement’ will provide you details of unbilled transactions on your card. ’Your previous statement’ provides you with the billed transactions as per your last statement.

Yes. You can click Change account to bring up a list of accounts you hold. The order of account display on this page follows the order of displaying account in Account List page.

There are 2 entry points for updating maturity instructions in the new Homepage:

1. Find Time Deposit Account from account list, click on the menu button (Account task menu)
2. Click on the Time Deposit Account from account list, after landing on the Account details page, click on the “Pay & manage” menu

After clicking “Update maturity instruction”, it will direct you to the account dashboard. You’ll need to select your Time Deposit account from “My accounts” list.

After your account details is shown on the right, please click on “Manage” button and select “Update maturity instructions” from the list. You’ll be directed to “Edit maturity instructions” page and from here you can edit instructions as usual.

In the new Homepage, you may click on your Current or Savings Account to open up the Account Details page, click on “Pay & manage” and then select “Open term deposit”. It will direct you back to Term Deposits page. From there, click “Find out more” and follow the on-screen instructions to send over your application.

This option is located at the footer of the new Homepage. You can find “Request PIN” option under “Online banking security”.

To access the full suite of features in the new platform seamlessly, we recommend to log on using your Secure Key.

If you log on without the Secure Key and just your memorable answer + password, some features will be locked. You can still use the rest of the features, and if you wish to unlock all the features you’ll simply need to log out, then re-log on using your Secure Key.

You may have a pending request order for a Secure Key token if you encounter this situation. The Manage Secure Key page lets you activate your Secure Key, so if you have not received yours yet, you can go back to your accounts page by clicking on the HSBC logo at the top left. You’ll be redirected back to the main HSBC website and from here, click on “Go back to my accounts” found at the top left.

Secure Message is a feature that lets you view e-advices and messages sent by HSBC and also lets you reply and send out your own messages securely as well.

A new exciting feature is choosing from pre-created message templates on some Message Categories, saving you time and effort in composing a message.

Customers who are registered as Online Banking customers and are migrated to the new online banking platform can use this feature.

Upon successful log on to online banking, in the new Homepage, migrated customers can access Secure Message by clicking on 1) the message notification under personal greetings; 2) Secure messages under quick links menu; 3) Secure messages under masthead Help & Support tab.

If in the old online banking platform, the access point would be by clicking the envelope icon at the top of the account dashboard.

If your card has been lost or stolen, or you see a transaction you don't recognize, please call HSBC Philippines Contact Centre immediately. The secure message services are for non-critical requests only.

We aim to respond to your message within two banking days.

Yes, your message must be 3000 characters or fewer when sending a new message. This limitation also applies when replying to a message (previous communication does not count).

Yes, you can delete messages (one at a time) that you no longer want to keep in your Inbox. Complete this action by selecting the message and pressing the ‘delete’ button.

You can choose from these:

• General enquiry
• Application to purchase foreign currency (*)
• Certification of cumulative investments (*)
• Feedback/compliant
• Move money/remittances/bill payment
• Opening of account
• Credit card enquiry
• Credit card balance transfer/conversion/cash instalment plan
• Investments enquiry
• Mortgage/personal loan enquiry
• Savings and term deposit enquiry
• Online banking transfer limit/secure key
• Others

(*) - category with pre-created message content

No, you don’t need to log on with Secure Key to view the inbox messages. You’ll need your Secure Key if you wish to send a new message to HSBC or reply to a message from HSBC.

Message will be automatically deleted after 30 calendar days.

The e-statement message you receive every month will give you instructions for accessing e-Statements.

You can also view your e-Statement this way:

1. From the top navigation bar, hover on Services and click on ‘eStatements’. 
2. This will take you to the Online Banking View and print statements page. 
3. Select the statement date and click download.

When you log on with your memorable answer and password, you’ll see padlock icons next to certain features, like “Send us a message” and “Reply” under Secure Message. Here’s how you can unlock these features:

1. If your Online banking account is already using the new refreshed Banking 2.0 platform, simply log out, then re-log on using your Secure Key to access the full suite of features.  
2. If you are still in the old Online banking platform, you’ll just need to undergo additional security verification with your Secure Key when you click on the Send us a message and Reply buttons.

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 36 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.