Business Internet Banking - FAQ

Signature Groups refers to the grouping of Primary User(s), Secondary User(s) or a combination of such users, which are defined in relation to the authorisation requirements set up of each account, for the purpose of authorising transactions in Business Internet Banking.

You can have one or two signature groups in Business Internet Banking.

The following three rules must be observed in setting up the authorisation matrix:

Authorisation in Business Internet Banking means approval of transactions. This allows you to delegate different staff to have different levels of access to your accounts. A user can authorise transactions up to his/her daily transactional limits and/or transaction type limits, subject to the authorisation requirements of the account(s).

If a user creates a transaction but does not have sufficient limits or is not of the correct signature group to authorise it, the transaction must be approved by other users with sufficient limits and / or of the correct signature group.

Dual authorisation refers to the requirement to have two different authorisers with sufficient transaction limits and correct signature grouping to authorise transactions.

After a transaction has been authorised by two authorisers, the names of both authorisers will be shown under the transaction acknowledgement pages and the item will no longer be in the transaction authorisation screen.

The second authoriser must sign the transaction on or before the value date. Otherwise, the transaction will not be executed. In addition, the pending item will only be available in the pending list for 30 calendar days once it is created.

Yes, the second authoriser can amend the transaction details after it has been signed by the first authoriser. However, the first signature will be voided and the transaction must be signed again by another authoriser (other than the one who amended the transaction details).

No. Business Internet Banking currently does not provide this function. The two authorisers must contact each other directly.

Yes for cash transactions, the transaction will use both Users' daily limits. For trade related transaction, only company's credit limit with the Bank will be checked, and no daily transaction limit will be referred.

Nine. One main applicant and up to eight associates.

An associate is any other company who agrees to add its accounts onto the Main Applicant's Business Internet Banking portfolio.

50.

You need to complete and submit the 'Business Internet Banking Authorisation Change Form', Letter of Authority and appropriate Board Resolution/Mandate from the Associate Company to the Bank.

Dual Management Control means that all the modifications on access rights and limits must be authorised by both Primary Users in order to take effect.

You need to submit the 'Business Internet Banking Authorisation Change Form' and the appropriate 'Board Resolution or Mandate for Changing Primary User Authority Type'. You cannot make the change online.

No, you cannot set up different levels of management control for the two Primary Users. However, you can set up different daily limits for them.

Business Internet Banking is a suite of online services that allows you to manage your company's banking activities safely and efficiently from the comfort of your office. It allows you to access your accounts and carry out a range of transactions where and when it suits you.

Sole proprietors / Partnerships / Companies / Clubs / Associations / Societies who open corporate accounts with HSBC Singapore are eligible to apply for this Business Internet Banking service.

You may approach your Relationship Manager or visit our website at www.hsbc.com.sg to obtain the necessary application forms. Please forward your completed application form together with all supporting documents e.g. Board Resolution and copies of NRIC/Passports, to any of our branches, your Relationship Manager or by post to (The Hongkong and Shanghai Banking Corporation Limited, SOC - Electronic Banking Operations, Robinson Road P O Box 896 Singapore 901746).

When your application for Business Internet Banking is approved, your nominated Primary User(s) will receive their Welcome Package containing the Business Internet Banking ID, Quick Reference Guide and Security Device as well as the Activation Code Pin Mailer by 2 separate mails for them to log in to the service.

Yes, it is. You can access the service around-the-clock, seven days a week. However, some transactions made outside working (or specific) hours will be processed the next working day. Please click on the "Cut-off times" link within Business Internet Banking for more details.

All accounts opened under the same Business Name and Business Registration Number will be accessible via Business Internet Banking.

You may appoint up to 3 Primary Users for the service. The Primary User(s) can in turn appoint Secondary User(s) who can perform any or all functions authorised by the Primary User(s) other than access to set up and maintenance of User Access profiles.

Yes. With your User Name, Password and Security Device, you will be able to access your Business Internet Banking account securely at your own convenience, regardless of where you are located.

You can access Business Internet Banking service by logging onto www.hsbc.com.sg with your Username, Password and Security Device, 24 hours a day, 7 days a week.

For specific changes to your Primary User or Company profile, please write in to us using the appropriate Business Internet Banking Change Forms.

These Forms can be obtained from our website at www.hsbc.com.sg. Your Primary User(s) can effect profile changes for Secondary User(s).

You can obtain assistance by reading the FAQ, online Help (within BIB) or Quick Reference Guide delivered to you upon successful application. Alternatively, you may wish to contact our customer service hotline on 1800 216 9008 (Singapore) or 65 6216 9008 (overseas) or email us at contact@hsbc.com.sg for assistance.

Yes, as the Main Applicant, you may include up to 8 other Associate Applicants for this service. However, please note that each of these individual Associate Applicants must also complete a Letter of Authority and relevant Board Resolution/Mandate and attach these together with the completed Application Form and Authorisation Change Form.

When there are disputes arising from Business Internet Banking Service, you should contact the bank either through the Mail function under the Customer Services option after logging onto Business Internet Banking, or contact our customer service hotline hotline on 1800 216 9008 (local) or 65 6216 9008 (overseas).

When disputes are notified via e-mail, the Bank will acknowledge the notice within 24 hours of receipt of the e-mail.

When disputes are notified via telephone, the Bank will obtain the necessary details of the dispute on receipt of the telephone call.

The bank may contact you to obtain further details or clarification of the dispute.

When disputes are notified to the bank during banking hours, and sufficient details have been obtained from you, the bank will commence investigations on the same working day or next working day.

When disputes are notified to the bank outside banking hours, and sufficient details have been obtained from you, the bank will commence investigations on the next working day.

When the bank has obtained the necessary details, the bank will give you an indicative time of when investigations are likely to be completed.

In the event that the bank requires more time than originally anticipated, you will be notified and a new indicative time given for investigations to be completed.

On completion of investigations, the bank will immediately contact you either via e-mail or telephone with a view to resolving the dispute.

Get Rate is a service that provides live, preferential foreign exchange rates via Business Internet Banking, allowing you to effect transactions using a real-time rate.

This service is applicable for transfers involving foreign exchange where both the payment currency and debit currency are Get Rate supported currencies. For example, making a telegraphic transfer from US dollars to Euro or vice versa. This service is subject to the respective transaction cut-off timings.

Get Rate is only applicable for transfers of amounts involving foreign exchange of amounts from S$1 to S$2 million involving foreign exchange submitted via HSBC Business Internet Banking.

To sign up for Business Internet Banking, contact your Relationship Manager or call our Customer Service Centre on 1800 216 9008 (Singapore) or (65) 6216 9008 (overseas).

No, Get Rate only applies to immediate transfers. The prevailing foreign exchange rates will be applied for future-dated transfers on the day the instruction is effected.

Transactions of amounts from S$1 to S$2 million will be eligible for Get Rate.

For linked account transfers and transfers to other HSBC account or credit card, Get Rate is available round-the-clock from Monday 6.00 am to Saturday 5.00 am, excluding public holidays. (Extended!)

For telegraphic transfers, MEPS, cashier's order and demand draft, please logon to Business Internet Banking to view the respective transaction cut-off timings.

To access Business Internet Banking service, please go to www.hsbc.com.sg. You are required to:

You cannot change your Company ID and Username but you can change your Password at any time by clicking on "Services" followed by "Change Password" on the left hand side menu.

You will have to contact your Internet Service Provider (ISP) e.g. Singnet, Pacific Internet, Starhub, etc. for assistance.

You can obtain assistance or reach us by

You can gain assistance from the help notes accessible by clicking on the "help" button at right hand corner of every Business Internet Banking web page.

You can submit the appropriate amendment forms by

There are two types of users in Business Internet Banking, namely Primary Users and Secondary Users.

The Primary User (s) are authorised to set up the access rights, and the functions accorded to Secondary User(s) and the signature requirements of the Company's accounts within Business Internet Banking.

Primary Users are also authorised to set up their own rights and transaction limits (up to the limits stipulated in the application form). The access rights for Secondary User(s) are set up by the Primary Users when the Secondary Users are created online.

Only Primary Users have the authority to assign access rights and transaction limits in Business Internet Banking.

For Primary Users, the limits can be changed online, up to the company's daily limits stipulated in the application form. In order to increase the company's limits, the 'Business Internet Banking Change Maintenance Form' must be submitted.

Secondary Users do not have transacting limits.

If you are a Primary User, you will be able to operate all your company's accounts that are accessible under Business Internet Banking. If you are a secondary user, the accounts that you can operate will be subject to the access rights assigned to you.

Anyone can be appointed a Primary User with the endorsement of your Board of Director via a Mandate. However, we recommend that the appointment be considered carefully as the Primary User(s) are granted wide ranging powers such as rights to set up signature requirements pertaining to accounts, transaction limits, grant or deny access rights etc.

Up to three Primary Users can be appointed in Business Internet Banking during initial application.

A Primary User has access to all the accounts your business/company registered with Business Internet Banking. A Primary User is also responsible for setting up Secondary Users for your business/company on Business Internet Banking and managing their access rights.

Any employee of your business/company can be a Secondary User. Secondary Users are responsible for the day-to-day running of the business/company accounts.

You can set up as many Secondary Users for your business/company as required. There is no restriction on the number of Secondary Users allowed.

A Secondary User can access different accounts and functions in Business Internet Banking depending on the access rights and permissions assigned to him/her. For example, a Secondary User can be given the rights to view account balances and set up transaction details without the rights to authorise those transactions.

Secondary Users must refer to the Primary User if they need their access rights changed.

No, only Primary User(s) has(have) access to the Account Control and User Access function.

No. Secondary Users have to receive their own BIB Activation Codes and perform their registration online before they can access Business Internet Banking.

First, make sure your computer is properly connected to a printer. Then, you can print a page by

You should first save the DC Application or Amendment by clicking the 'Save Incomplete' function. Then you can go back to the 'Import DC' function to select the 'View/Change/Delete a DC Application/Amendment' function, choose the account and DC that you have just inputted, and print out the DC details from there.

Your online security is our utmost priority. Business Internet Banking incorporates security features designed to help protect the integrity of your accounts and banking information as follows:

Before you log on to Business Internet Banking, for security purposes, please ensure all other Internet sessions, i.e. browser windows, are closed.

Passwords should be changed on a regular basis. Passwords must be kept confidential at all times and not be disclosed to anyone. Please note that HSBC will NEVER ask for your password. Passwords should be memorised and not be written down or stored in the computer hard disk, diskettes or other insecure devices.

Ensure that the browser and application software used is upgraded to support 128-bit encryption or a higher encryption standard.

Whenever you are logged on to Business Internet Banking, please check that the initial letters of the web site address changes from http:// to https:// and the bottom right hand corner of the screen shows one of these secure symbols:

Before you log on to Business Internet Banking, for security purposes, please ensure all other Internet sessions, i.e. browser windows, are closed.

Always remember to log off properly from your Internet Banking session before visiting other web sites.

Whenever security updates and patches are made available by your PC/browser vendor, always ensure that you download and apply them because they are designed to provide you with protection from known possible security problems. If you require further assistance, you may wish to contact your PC/browser vendor.

Please refer to your hard copy of Security Guide or you may visit our Security and Protection page for an updated version.

Always type www.hsbc.com.sg directly into the address bar of the browser. Do not access your internet banking service through hyperlinks embedded in emails

We recommend that your business and users install a firewall to help protect the computers and network used for Business Internet Banking. A firewall can be either software or hardware, or a combination of both.

Firewalls are designed to securely separate the Internet from your computer system. When properly configured, a firewall will block all unauthorised message from coming in or going out of your computer network.

Please log off from the Business Internet Banking page and close all open browsers to completely end your secured online session.

Please kindly contact our 24-hour customer service hotline on 1800 216 9008 (Singapore) or 65 6216 9008 (overseas) immediately.

A Security Device is a small and portable electronic device, which generates random Security Codes for one-time use required to logon to and transact on Business Internet Banking.

HSBC is committed to safeguarding your sensitive financial information. The Security Device provides 2-factor authentication to further enhance the security of your online banking session. Each Security Device generates Security Codes unique to the user's account.

A Security Code is a single-use numeric value used to access your Business Internet Banking service. These Security Codes are used in conjunction with your Username and Password to authenticate yourself on Business Internet Banking.

It is a unique 10-digit number found on the back of your device. As each Security Device has a unique serial number, you cannot use someone else's Security Device. Similarly, you should not lend your Security Device to anyone else.

If you are a new user of Business Internet Banking, we will send you a Security Device in the mail when you register for the service.

You should receive your Security Device within five to seven working days after submitting your application. For customers with overseas mailing addresses, the Security Device may take up to 12 working days from the day of the registration, depending on your local post schedule.

You will need the Security Device to complete the set-up of your Business Internet Banking service and each time you logon. Certain online transactions and services will require an additional Security Code for verification.

To get a Security Code, press the triangular button on the Security Device. Your Security Code will be shown in the display window for a short time interval and will turn off automatically or when you press the button again. If you cannot obtain the Security Code within the time interval, simply press the button again to generate a new Security Code.

Once you have your Security Code, simply type it into the screen using your computer's keyboard.

When you set up your Business Internet Banking service, your Security Device becomes linked to your username - only you can use it. When you enter a Security Code, we check to make sure that the Security Code was generated by your Security Device. If you enter an incorrect Security Code, you will be prompted to enter a new one.

There is no fee for a Security Device issued when you first apply for Business Internet Banking. However, if you lose or damage the Security Device issued to you, a replacement fee of S$10 (not including any courier charges if delivered to overseas address) will be charged to your company. If your original Security Device is faulty or running low on battery, you may contact our customer service hotline on 1800 216 9008 (Singapore) / (65) 6216 9008 (overseas) for a free replacement.

Primary Users should call our customer service hotline on 1800 216 9008 (Singapore) / (65) 6216 9008 (overseas) to request for a replacement.

Secondary Users should ask their company's Primary User to order a replacement Security Device on their behalf.

If the Secondary User loses the security device prior to registration, you need to delete the Secondary User profile and create a new one. If the Secondary User loses the security device after registration, you need to send a secured email requesting for a replacement security device for the Secondary User.

Because your Business Internet Banking service is linked to your Security Device, it is not possible to use more than one Security Device at a time.

No, you do not need multiple Security Devices. You can use the same Security Device to view any accounts for which you have access rights via Business Internet Banking.

For the security of your Business Internet Banking service, you cannot logon without your Security Device.

Please call our customer service hotline on 1800 216 9008 (Singapore) / (65) 6216 9008 (overseas) for assistance.

The "BATT#" message appears when your Security Device battery is running low. You cannot replace the battery in this device but will need to request a new one. Primary Users should call our customer service hotline on 1800 216 9008 (Singapore) / (65) 6216 9008 (overseas).

Secondary Users should ask their Primary User to order a new Security Device on their behalf.

The battery is designed to last three to five years.

No. Once you start using your replacement Security Device, your existing Security Device will automatically became invalidated.

Your Security Device contains a battery so we recommend that you dispose of it in the same environment-friendly manner you would dispose of other battery-operated items.

SSL (Secure Sockets Layer) is a security standard commonly used in data communication over the Internet. It is used in Business Internet Banking to allow you to exchange confidential information with us on the Internet in an encrypted manner. This means that no other parties can read the data you send to or receive from us.

No. You will not be allowed to access Business Internet Banking if your browser does not support 128-bit SSL encryption.

Please upgrade your browser or install an alternative Internet browser that supports 128-bit SSL encryption.

Please upgrade your browser or install an alternative Internet browser that supports 128-bit SSL encryption.

For Microsoft Internet Explorer® :
Move a mouse over the "security lock icon" at the bottom-right corner. A tool-tip of "SSL secured (128-bit)" should pop-up or

For Netscape Navigator® :
"Security" with "This is a secure document that uses a high-grade encryption key for U.S. domestic use only (RC4, 128-bit)" is displayed if you

We recommend the following minimum system configuration:

How do I view new Export DCs advised to me?
You can go to 'Account Information' under Trade and Supply Chain to view the Export DCs.

Which account should I use in order to issue a Documentary Credit (DC)?
Import accounts registered in your user's profile can be used to issue DCs. Whether the user can submit the DC to the Bank is subjected to the transaction limit assigned to this user for this account. Please check with the primary user who assigns limits for various users.

If I cannot finish typing a DC application or amendment in one go, what can I do?
You can save the DC application or amendment by clicking the 'Save Incomplete' button at the top/bottom of the DC application or DC amendment page. Saved DC application or DC amendment are stored as 'Incomplete' status. They are not submitted to the Bank.

'Incomplete' DCs without any changes made, for the past 30 days from the date of the capture, will be automatically purged from the system.

Can I get someone to type a DC for me, but at the same time ensure that the DC can only be issued after I have reviewed it?
You can do so by assigning different signature groups and transaction limits to different users. Users who have no signature group and limit but with DC Application/Amendment rights can prepare DC, but are unable to authorise the submission of the DC to the Bank. The DC application has to be authorised by another user with sufficient transaction limit and with the appropriate signature groups before it is transmitted to the Bank.

Would a DC number be assigned online after I have submitted the DC application?
No, DC number will only be assigned after the DC has been issued and sent out by the Bank.

How can I know if HSBC has issued the DC for me?
Once the DC has been issued by HSBC, the status of the DC will change from 'Submitted' to 'Issued'. You can go to 'Account Information' under 'Trade and Supply Chain' to retrieve the latest status of the DC.

How can I amend or cancel a DC after submission?
For DC that has not been issued by the Bank yet, you should contact our staff in Trade and Supply Chain directly to amend/cancel the DC.

For DC that has been issued by the Bank, you can submit a DC amendment using Business Internet Banking and input all the amendment details accordingly.

Can I issue an amendment via Business Internet Banking if the original DC is not submitted via Business Internet Banking?
Yes. You can apply for a DC amendment on Business Internet Banking, provided that the original DC has already been issued.

How many DC amendments can I apply on the same DC?
You can apply unlimited number of DC amendments, provided that the Bank has already issued the original DC and/or the previous amendments.

If I submit a DC application or DC amendment via Business Internet Banking, when and how would the charges be collected?
Charges would be debited automatically from the selected current account.

What is template? What is it used for?
A template is a model document, which is filled with the information used frequently, such as applicant's and beneficiary's details, clauses and terms and conditions. Template can be saved in the course of filling out a DC application or created on its own.

Templates are used to facilitate the creation of DC application form, with terms and conditions very similar to previous transactions. It saves input effort and helps to avoid typing mistakes.

The trade templates and lists feature is an assignable service under Business Internet Banking.

Is there anyway to keep my details and my beneficiaries' details so that I don't have to retype them everytime when I apply a new DC?
You may save your details and the beneficiaries' details in the Applicant List and Beneficiary List respectively. Information from the Applicant/Beneficiary List can be retrieved online during DC application.

The trade templates and lists feature is an assignable service under Business Internet Banking.

How do I submit Import Bill instructions?
You can go to 'Import Bill instructions" under Trade and Supply Chain. Import bills that are 10 days from due date will be displayed for your action. Click on the Bill reference and the bill details will be shown to you. Proceed to select your payment method, input all the necessary information and click 'Submit'

Will I be able to view discrepancies when submitting Import Bill Instructions?
Yes. Discrepancies will be listed for your selection to accept or reject the discrepancies.

Can I get someone to prepare the import bills instructions for me, but at the same time ensure that I review the transaction before it is transmitted to the bank?
You can do so by assigning different signature groups and transaction limits to different users.

Users who have no signature group and limit but with Import Bill instruction rights can prepare, but are unable to authorise the submission to the Bank. The import bill instruction has to be first authorised by another user with sufficient transaction limit and of appropriate signature groups before it is transmitted to the Bank.

How do I submit an application for transfer of Export DC?
You can go to 'Export DC transfer' under Trade and Supply Chain. Click on the DC that you wish to transfer.

You will see these options: Partial transfer with substitution of invoices or Partial transfer without substitution of invoices or Full transfer of the DC in its entirety.

Click on one of these options, complete the details and click "Submit".

What is 'Facilities' referring to? What information is available in the 'Facilities' function/tab?
Trade facilities such as import and export lines granted by the Bank to your company can be viewed online. Information displayed under 'Facilities' include the‚ limit granted, the outstanding amount and available amount.

How up-to-date is the facilities information shown on the screen?
Facility information is updated real-time.

How can I get more details on the accounts and/or facilities shown on the screen?
For facilities where additional information is available, you can move the mouse over the red arrow in the Action column. You will see that there are hyperlinks, which you can click on to get more information.

What should I do if I encounter an message saying "Transaction amount exceeds the maximum amount specified for all signature groups" when submitting DC application/amendment or Import bill instructions?
You can go to "Account Control Setup and Change" under " Access and Security". From there, click on the Account Number to change the signature limits.

Yes. The Bank sets Daily Transaction Authorisation limits (in Singapore dollar) for the following Business Internet Banking services : Transfers, Bill Payments and GIRO Payments. These are combined daily limits that apply to ALL accounts reported under the same Business Internet Banking profile i.e. the total value of transactions per day by the Main Applicant and ALL Associate Applicants must not exceed these stipulated daily limits.

The daily transaction limits do not apply to Internet Trade Services available through Business Internet Banking. The daily transaction limits are separate from any other limits regarding your accounts.

The daily transaction limits for Transfers, Bill Payments and GIRO Payments cannot exceed the Daily Authorisation Limit stated in your application form.

Any request for increase in Daily Limit above the default limit is subject to Bank's approval. Please contact your Branch and/or Relationship Manager for further information should you require to change this limit.

The daily maximum transaction limit is imposed on the date of authorisation of the transaction. For example, assume that the daily maximum transaction limit is S$500,000 i.e. the value of all combined transactions for the day cannot exceed what the limit set during the application.

If 2 forward dated Telegraphic Transfers (of value S$450,000 and S$60,000 respectively) for next day's value are submitted for approval today, the latter transaction (i.e. S$60,000) will be rejected because the combined value of S$510,000 will exceed the day's daily maximum transaction limit.

There are five daily limits for your entire Business Internet Banking portfolio:

At user level, each user is governed by his/her daily limit for each account he/she has access to.

Import DC is not governed by any daily limits at user level or portfolio level. Instead, each user has a per transaction limit for DC Application/Amendment according to his/her signature group. The threshold limits of various combinations of the signature groups are set up in authorisation matrix.

The daily limits for Primary Users are determined by the authorised signatories of your business/company when applying for Business Internet Banking. Each user will have a transaction limit according to the signature group which he/she belongs.

If there is no signature group assigned, it implies that the user has no limit. Transaction limits of users are set up by Primary Users in the form of an authorisation matrix which list out the threshold limits of various signature groups combinations.

No. Only Primary User(s) has(have) access to the Account Control and User Access function in Business Internet Banking.

All transaction involving monetary values require authorisation. For example:

An eStatement is your monthly statement of account in an electronic form, available to Business Internet Banking customers. It is presented in Portable Document Format (PDF) that can be downloaded and saved onto your computer.

With our eStatement service, you will be able to access your monthly bank statements online by logging on to Business Internet Banking. You will not be receiving paper statement(s) of account(s) via post if you have opted for eStatement service. Please note that for tax purposes, we will continue to send the credit interest advice by post annually.

Your eStatement service has not been setup yet. To do so, please download the Business Internet Banking change maintenance form from our "Forms and Guides" section on hsbc.com.sg/business, complete it and mail it back to us.

No. You will only be able to see statements generated after you subscribe.

No. Currently we do not offer eStatement for corporate credit card account.

You will receive your eStatement immediately after our system generates it. Your eStatement will be generated once a month.

For companies receiving composite statements, only primary users will have access to this service.
For companies receiving individual statements for their account(s), both primary users and secondary users will have access to the service for the accounts they are authorised to view.

Only primary users can view your company’s composite eStatement.

A composite statement is a statement available for BusinessVantage customers only. It contains consolidated information of your entire financial position with HSBC at one glance.

Please download the Business Internet Banking change maintenance form from our "Forms and Guides" section on hsbc.com.sg/business, complete it and mail it back to us. Please note that the service is only available for customers who have signed up for Business Internet Banking.

You may turn off your pop-up blocker or configure the pop-up blocker to allow the eStatement to be displayed.
To configure settings for:
Internet Explorer version 6 and 7 - Click on "Tools", "Pop-up blocker", followed by "Pop-up Blocker Settings". Add "www.hsbc.com.sg" to the allowable website list.
Mozilla Firefox version 3 and above - Click on "Tools", "Options" followed by "Content". Add "www.hsbc.com.sg" to the "Block Pop-up Windows Exception" list.

The system will store your last 12 statements. We advise you to download and save a copy of your statements for your records.