Is it safe to use my ATM PIN to register for phone banking /reset my phone banking PIN? What security measures has your Bank taken to protect me?

Please be assured that the PIN must be input directly to the Voice Response System by customer and no manual checking will be involved during the process. Also, your non-registered third party transfer limits for phone banking will be reset to zero for security purposes when you use your ATM PIN plus one-time passcode sent by SMS to reset your phone banking PIN through automated phone.

In addition, our phone banking service will suppress phone banking registration/phone banking PIN reset with an ATM PIN if you have input the wrong ATM PIN twice (cumulative across Personal Internet Banking, ATM, phone banking channels).

We strongly encourage you to use different PINs for your ATM service and phone banking service and to change your PINs regularly for greater protection.

Why can't I use my ATM PIN to register for phone banking /reset phone banking PIN?

This can be due to inputting incorrect ATM PIN for two times (cumulative across Personal Internet Banking, ATM, phone banking channels).

Incorrect input of ATM PIN for a third time at any channel will block the ATM function. When this happens, customers will not be able to withdraw cash at the ATM. To prevent this from happening, phone banking registration or phone banking PIN reset with ATM PIN will be suppressed when the cumulative incorrect ATM PIN input count reaches 2.

If you have forgotten your ATM PIN, please visit our branch. The ATM PIN will be sent through ordinary mail within 4 working days after we receive your instruction.

Why can't I register for phone banking /reset phone banking PIN?

It can be due to the following:

• Input an incorrect ATM card number or credit card number
  
• Input an incorrect ATM PIN

Please check your ATM card number/credit card number/ATM PIN again. You may also register for phone banking service/reset phone banking PIN through the following ways:

To register for phone banking

Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN

Complete a "Personal Phone Banking Service Enrolment Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new phone banking PIN can be collected at the branch you selected on the form after we have processed your application.

To reset your phone banking PIN

Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN

Complete a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and the above hotlines. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new phone banking PIN can be collected at the branch you selected on the form after we have processed your application.

Do I need to register for phone banking whenever I apply for another account or credit card with HSBC?

With 'automatic account registration', you do not need to register for phone banking even when you apply for another self-named sole account or credit card with HSBC.

If you want to operate either-one-to-sign joint accounts through phone banking, please add the joint account to your transfer list by completing a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF]. This form is available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

If I need to transfer money to a third party, can I set up the transfer list through phone banking?

To set up a transfer list, you may complete a "Personal Phone Banking Service Special Instructions/Cancellation Request Form" [PDF] available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

I have set up automatic account registration under my phone banking account, why I cannot access my credit card?

It is possible that you have used different customer identification documents for your accounts and credit cards. If this is the case, you may visit our branch to update the records of all of your accounts using the same customer identification document. You can then enjoy added convenience when using phone banking.

It is also possible that you have previously selected not to access your credit card via phone banking. You can add the credit card to your phone banking service.

Please call (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for other customers and talk to a Customer Service Officer for direct assistance.

How can I check the details of my transfer list and transfer limit for Third Party Accounts?

You may check the details of your transfer list and transfer limit for Third Party Accounts by:

• Visiting Personal Internet Banking (non-registered third party accounts only)
  
• Visiting any HSBC branch (both registered and non-registered third party accounts)
• Calling our (852) 2233 3033 for HSBC Global Private Banking customers, (852) 2233 3033 for HSBC Premier Elite customers, (852) 2233 3322 for HSBC Premier customers or (852) 2233 3000 for Other customers

If I have both sole and joint personal accounts at HSBC, does it matter which account I input for verification?

Both accounts will be accepted for verification. However, inputting a sole account will give you faster access to phone banking. If a joint account is used, you will need to also input your customer identification number for verification.

Why do I need to input my customer identification number for verification?

You will be asked to input your customer identification number (HKID, Passport No. or date of birth) only if you have used a joint account number for verification. This is to ensure the right customer profile is provided for you to enjoy phone banking.

Can I input an investment account for verification? What type of account can be recognised for verification?

You can input any self-named bank account number (sole or joint) and any credit card account number for verification.

Bank accounts includes HSBC Premier, HSBC One, Personal Integrated Account, current account, HK Dollar savings account (passbook savings & Enhanced Statement Savings Account) and Enhanced Statement Multi Currencies Savings Account; but does not include investment accounts (standalone or bundled) and foreign currency accounts (standalone or bundled with integrated accounts).

Can I still use the Express Stock Order Placement Hotline?

Yes. The Express Stock Order Placement Hotlines for HSBC Premier customers (852) 2996 6822 and HSBC One customers (852) 2996 6833 will remain as standalone hotlines.

Can I report lost my ATM/credit card through the phone banking hotline?

Yes. You may call the following hotlines to report a lost ATM/credit card.

• HSBC Global Private Banking customers - (852) 2233 3033
• HSBC Premier Elite customers - (852) 2233 3033
• HSBC Premier customers - (852) 2233 3322
  
• Other customers - (852) 2233 3000

How do I reset my phone banking PIN?

You can reset your phone banking PIN by giving us a call.

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier: (852) 2233 3322
• Other customers: (852) 2233 3000
   

Enter your account or credit card number, then your 6-digit ATM PIN. Select your preferred language, listen to the system message, then say "Reset password" when the system asks why you're calling.

Alternatively, you can reset it at any HSBC ATM in Hong Kong. Find your nearest ATM.

What do you mean by innovative phone banking?

Our innovative phone banking service makes your experience more seamless. Just call us and say what you need help with. Our speech recognition technology will be able to understand you and direct you to the service you need.

What languages are supported in phone banking?

We support Cantonese, English and Mandarin.

What are the key benefits of using phone banking?

Our phone banking service uses voice recognition technology to identify your query and direct you to the right self-service or an agent who can help you. This means real-time service, shorter waiting times, and multiple languages supported for our customers.

Will I be prompted to say why I'm calling on each call?

Yes, so that we can direct you to the right service point for your call and save you some waiting time.

If we don't recognise your reason for calling, you'll be transferred to the touch-tone service menu so you can choose the service point you want to go to instead.

Is this voice recognition service available on all hotlines?

This service is now available on HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier and HSBC Personal Banking hotlines.

How will I know if l've been connected to the voice recognition service or when I should speak?

If your call has been connected to this service, you'll hear this message prompting you to state your reason for calling:

"In a few words, tell me the reason for your call now."

How long will HSBC retain recordings of my response stating my reason for calling?

Your responses will be stored for up to 6 months. It will only be used to help us improve our services.

As my response stating my reason for calling will be recorded, how will my personal data be protected?

We won't tag your recording to your customer record. That means we won't be able to identity you based on your recording. All recordings will be stored in a secure database protected by a firewall, just as we do with sensitive customer data.

As a friendly reminder, please do not disclose personal details (eg your account number, phone banking PIN, etc.) when you state your reason for calling.

What kind of information will be shared?

Our Open Banking services allow you to securely share your current and savings account information (account balances and transaction details) from other banks. This enables you with an integrated view of your finances, making it easier to monitor and manage your money across different banks conveniently in one place.

How to use Open Banking safely?

With Open Banking, HSBC can share real-time data on HSBC services with our partners. Check and see if the app you want to use is on our existing partnership list.

You can also share your HSBC data with the other banks participating in the HKMA IADS initiative. To learn more about the HKMA IADS initiative and the participating banks, you may visit the HKMA IADS Web Page.

However, be careful even when dealing with trusted apps. When you're using them for banking functions, it's not the same as interacting directly with the bank. If you choose to use a third-party app, be aware of what type of permissions the app asks for.

If you must disclose your banking details to a third-party app, make sure you first understand the scope of consent you're giving and the associated risks (such as fraud or data leakage). Carefully consider whether you trust the app or service because you would bear the risk if something goes wrong. To know more tips on how to keep your information safe, check out our Cybersecurity page.

You may also refer to the following video from the Hong Kong Monetary Authority (Chinese version only) on how to identify Trusted Third-party Service Provider. Watch video now.

I am worried about data privacy. How will I be protected?

Your data privacy is important to us. We can only access the account data that you've consented to. You'll still have full control over which accounts' data is shared, and for how long. You can manage or cancel your consent at any time.

How can I grant consent from the HSBC HK App?

You can grant your consent by selecting 'Add accounts' using one of the below options on the HSBC HK App:

Can I grant consent to multiple banks at once?

No, you can only grant consent to one bank at once.

Why can't I find my bank whose data I’d like to share with HSBC?

We are working towards integrating multiple banks as part of the HKMA IADS initiative.

To know more about the 28 participating banks, please refer to the link on the HKMA IADS Web Page.

You can also log on to HSBC HK App to view the list of available participating banks by selecting 'Add accounts' via one of the below options:

Why can't I find all the accounts I want to share access to HSBC to?

Only active current and savings accounts (both in HKD and in foreign currencies) can be selected and shared with HSBC. For instance, inactive or dormant accounts cannot be selected.

For how long will my data be shared?

We will only access your account data until the expiry date of your consent with your selected bank. When you grant us your consent, you can select your consent period to be 3, 6, 9 or 12 months.

How can I renew my consent?

You can renew your existing consent with HSBC HK App using one of the instructions below:

Can I change the accounts HSBC has access to?

Yes, you can. Follow one of the instructions below to change the accounts that HSBC has access to:

Can I cancel my consent anytime?

Yes, you can cancel your consent anytime.

I have an error indicating that my ID document doesn't match. What does this mean?

We can access your other bank's account data only if the ID document we have on our records matches that of the other bank. This allows the IADS participating banks to keep your data safe from being captured by an unauthorised party.

How is my HSBC data being used by my other bank that I granted consent to?

For details about the usage of your HSBC account data, please contact the bank you've shared consent to.

If I give consent to my other bank to access my HSBC data, would HSBC also access my other bank's data?

No, we can only access your other banks' data when you grant the consent to HSBC.

Am I going to receive marketing calls from my other banks upon sharing my consent for them to access my HSBC data?

For marketing activities from your other banks, please contact your selected bank (which you have given consent for sharing) for details.

If I no longer want to share my HSBC account data, can I easily cancel such access?

You can cancel the consent for the selected bank's access to your HSBC data anytime by either:

After you successfully cancel the consent, it will become Inactive immediately.

How can I view the list of banks which HSBC has access to?

Go to HSBC HK App > 'Profile' > 'Open Banking consent' > 'Data from other banks', to view the list of other banks that you've granted us consents to access you account information.

How can I view the list of banks having access to my HSBC account data?

Go to HSBC HK App > 'Profile' > 'Open Banking consent' > 'Data to other banks', to view the list of banks you've allowed to access your HSBC account information.

What do 'Active', 'Inactive', 'Cancelled' and 'Expired' consent statuses mean?

The details of various consent statuses are as follows:

Where can I see the consolidated view of my accounts balance with other banks?

Once you've successfully granted consent to HSBC to access your other bank's account data, you can view the consolidated balances of your other banks under 'Accounts with other banks' on the homepage of the HSBC HK App.

When was my account balance last updated?

The consolidated account balance will be displayed on the homepage under 'Accounts with other banks' section. There's an 'As at' timestamp next to it, which indicates the most recent time when the balance was updated.

How can I refresh the balances to display the most up to date information?

You can manually refresh the account balance with other banks by tapping on 'Refresh' under ‘Accounts with other banks' section on the homepage of the HSBC HK App.

Please note that this action may take a few minutes as we're working in the background to securely retrieve the balance data from your other banks, and calculate your Total Available Balance.

You don't need to wait and can continue using our services.

If you choose to leave the application, rest assured that the work is not lost. We'll display your latest balances the next time you come back.

How are my HKD equivalent balances with other banks calculated in the Total Available Balance?

We use our exchange rates to calculate your account balances in HKD for the foreign currency accounts that you've granted us access to.

What should I do with the confirmation email?

These are just for your records only - please do not reply

Can I send banking instructions by email?

No. Email is for answering customer queries only.

How do I get help when I'm online?

Just click the Help icon. You can also email us or speak to us on the following numbers:

• HSBC Global Private Banking customers -    (852) 2233 3033    
• HSBC Premier Elite customers                 -    (852) 2233 3033
  
• HSBC Premier customers                         -    (852) 2233 3322
• Other customers                                       -    (852) 2233 3000
   

How do I ask a question or give feedback about Personal Internet Banking?

The quickest way is to email us with any questions or feedback about the service.

Is the HSBC HK RM Chat service available to all customers?

It's available to HSBC Premier Elite and Premier customers who use the HSBC HK Mobile Banking app.

If you've activated your Mobile Security Key (MSK) only recently, you'll need to verify your identity before you can register for HSBC HK RM Chat. You can do so at any HSBC or Hang Seng ATM in Hong Kong, or by calling us at any time. Alternatively, you can do so 24 hours after activating your MSK, via SMS OTP on the HSBC HK Mobile Banking app.

Can I register for HSBC HK RM Chat at any time?

Yes, you can do so except during the regular maintenance period (Saturdays to Sundays, 2pm to 2pm HKT).

Is there a specific timeframe for completing registration?

Yes. After you select ‘Continue’, you're required to complete the verification steps within 15 minutes.

• WhatsApp: Input SMS OTP verification
• WeChat: Set up Mini Program installation and SMS OTP verification

If the necessary steps aren’t completed within this timeframe, you’ll need to restart registration via the HSBC HK Mobile Banking app.

I got the message 'To resume access to this service, please verify your identity at any HSBC/Hang Seng ATMs in Hong Kong or by calling us'. What should I do?

You probably got this message because you've activated your Mobile Security Key only recently. You'll need to verify your identity first at any HSBC or Hang Seng ATM in Hong Kong, or by giving us a call. Once you've done this, you can try registering for HSBC HK RM Chat again.

What should I do if I’ve reached the maximum SMS OTP verifications and it still shows as unsuccessful?

Please follow these steps:

1. Log on to the HSBC HK Mobile Banking app.
2. Select 'Support'.
3. Select 'Contact HSBC Premier Elite / HSBC Premier'.
4. Select 'Chat with RM via WhatsApp / WeChat'.
5. Select 'Resend OTP'.

If you’re using the HSBC HK Mobile Banking App - Lite Mode, go to the ‘Help’ page and select 'Chat with RM via WhatsApp/WeChat'.

I've deleted all chat rooms with my RM and team. How can I start a new conversation with my RM on WhatsApp?

You can follow these steps:

1. Log on to the HSBC HK Mobile Banking app.
2. Select 'Support'.
3. Select 'Contact HSBC Premier Elite / HSBC Premier'.
4. Select 'Chat with RM via WhatsApp'.
5. Select 'Open chatroom' - HSBC HK RM Chat Assistant will send you a new message on WhatsApp.

If you're using the HSBC HK Mobile Banking App - Lite Mode, go to the ‘Help’ page and select 'Chat with RM via WhatsApp/WeChat'.

My mobile number registered in WhatsApp is different from bank record, can I update it whilst completing registration?

Yes. During registration step 2 'Verify contact details', select 'Edit contact details' and follow the steps to update your mobile number on bank record so that it matches your WhatsApp registered number.

Alternatively, you can register your bank record number with WhatsApp.

I'm not sure how to install the WeChat Symphony Communication Mini Program. What should I do?

You can refer to our installation guide for help. To pull up this guide, follow these steps:

1. Log on to the HSBC HK Mobile Banking app.
2. Go to 'Support', then select ‘Contact HSBC Premier Elite / HSBC Premier’.
3. Choose 'Chat with RM via WeChat'.
4. Scroll down to step 4: 'Install WeChat Symphony Mini Program' and verify mobile number using One-Time PIN (OTP) in WeChat.
5. Select 'View installation guide'.

If you’re using the HSBC HK Mobile Banking App - Lite Mode, go to the ‘Help’ page and select 'Chat with RM via WhatsApp/WeChat’.

I've changed my mobile number; will this impact the service registration process?

Yes. A change in your mobile number will mean you're unable to register for HSBC HK RM Chat. You’ll need to update your mobile number with HSBC to be registered again with the chat service. 

Is the onboarding process the same for both WhatsApp and WeChat?

No, they're slightly different.

For WhatsApp, your Relationship Manager will send you an invitation via WhatsApp to start the onboarding process.

For WeChat, you'll need to search for and download the 'Symphony Communication' Mini Program first. This is our vendor for the HSBC HK RM Chat service. Next, you'll need to accept its terms and conditions, then verify your identity via OTP.

What should I do if I've maxed out my SMS OTP verification attempts, and can't register for the service?

Please contact your Relationship Manager for assistance.

Can I send voice messages?

No, you can't send voice messages at this time. But we'll keep you posted about upcoming features in HSBC HK RM Chat.

Is there a group chat function in HSBC HK RM Chat?

Yes, you can chat with both your Relationship Manager and team in the same chat.

Your RM can add or remove other HSBC team members in the chat. But you're the only customer allowed in each group chat.

What is HSBC HK RM Chat?

HSBC HK RM Chat lets you communicate with your Relationship Manager and teams in WhatsApp and WeChat. This way, you can enjoy a more seamless and convenient experience.

How is HSBC HK RM Chat different from HSBC's other chat services?

It lets you contact your Relationship Manager and team more easily via WhatsApp or WeChat. You don't need to log on to the HSBC HK Mobile Banking app or HSBC Online Banking to use this chat service.

Don’t share any sensitive details via the chat unless you’re asked to do so. This is to protect your account security.

What are the service hours for HSBC HK RM Chat?

The service hours^* for HSBC HK RM Chat are:

• 9am to 4:30pm HKT, Mondays to Fridays
• 9am to 1pm HKT, Saturdays

 *Unless otherwise specified

But you can leave a message at any time. Your Relationship Manager and team will get back to you during service hours.

What services are offered on HSBC HK RM Chat?

You can contact your Relationship Manager and team via HSBC HK RM Chat to:

• ask general questions about our products and services
• ask questions about select accounts, transactions and applications (please note that we can only offer limited account services at this time)
• schedule face-to-face or Zoom appointments with your RM

What apps do I need to use HSBC HK RM Chat?

You'll need WhatsApp or WeChat to use HSBC HK RM Chat.

Is the chat name displayed different in WhatsApp and WeChat?

For WhatsApp, the chat name is 'HSBC HK RM Chat'. This is our business account name, but you can save it under a different name in your contact list on your mobile device.

For WeChat, the chat name is 'HSBC HK', followed by your Relationship Manager's first name.

Why couldn't I see the 'View message' button before?

You'll only see a 'View message' button if your Relationship Manager takes more than 24 hours to reply to you in WhatsApp.

What should I do when my Relationship Manager does not respond?

Thank you for your patience. Your Relationship Manager and team should respond during service hours:

• 9am to 4:30pm HKT, Mondays to Fridays
• 9am to 1pm HKT, Saturdays

If you need to reach us urgently, you can do so through 'Chat with us' on the HSBC HK Mobile Banking app or in HSBC Online Banking. Alternatively, you can call us on our 24/7 hotlines:

• HSBC Global Private Banking customers: (852) 2233 3033
• HSBC Premier Elite customers: (852) 2233 3033
• HSBC Premier customers: (852) 2233 3322

How will I know if my messages have been delivered and read?

For WhatsApp, you'll see double ticks when your message has been delivered. But you won't see if your message has been read as there won't be any WhatsApp blue ticks.

For WeChat, you'll be able to see if your message has been delivered and read.

I'm sometimes asked to verify myself via SMS OTP when I tried to message my Relationship Manager and team via HSBC HK RM Chat. Why do I need to do this more than once?

We'll ask you to verify your identity from time to time. This is to ensure the security of your chat. We can continue the conversation once you've completed the verification.

How can I complete the SMS OTP verification that I've been asked to do when I try to message my Relationship Manager and team?

Before you connect with your Relationship Manager and team, you'll receive a message asking your permission to proceed with SMS OTP verification. If you agree to it, please follow these steps.

1. Enter '#Yes' in the chat.
2. Check the 6-digit OTP we sent you via SMS.
3. Enter the 6-digit OTP in the chat.

Once you've verified your identity successfully, you'll be able to continue messaging us. Please note that we may provide you with limited services if you don't complete the SMS OTP verification.