Q1. Why is HSBC conducting this exercise?
Recently, the Association of Banks in Singapore (ABS) announced an industry-wide initiative to introduce a range of new enhanced security measures. Aligning to industry standards, we have stepped up our security services for our customers. Therefore, it is important that you update your personal particulars and enrol for Phone Banking facility with us.
Since 14 May 2012, we have sent out notification letters to all our customers informing them of the added security services we have introduced and the actions that they are required to take.
Q2. Why do I need to participate in this exercise?
The enhanced security measures aim to provide you with greater peace of mind and added security for your future cards and online transactions.
Q3. What are the added security services introduced?
There are three added security services:
Enhanced mobile phone Transaction Alerts - We issue real-time SMS alerts to customers for non-monetary transactions, as well as ATM withdrawals and Debit/Credit card charges above pre-defined thresholds.
Activation of new/replacement Credit/Debit cards through Phone Banking - Under the enhanced security measures, all newly issued and replacement ATM and Credit/Debit cards can only be used after customers have contacted the bank to activate the usage of these cards.
Phone Banking PIN generation - New/replacement Phone Banking PIN are no longer sent via direct mailer to the customer's correspondence address. Customers will need to activate the Phone Banking facility by calling the bank to set their unique Phone Banking PIN via a One-Time Password (OTP) which will be sent to them through SMS. This will allow the customers to choose their own PIN for future Phone Banking use.
Q4. What are the enhanced Transaction Alerts?
Previously, we issued real-time SMS alerts to you on your ATM withdrawals and Debit/Credit card transactions exceeding the defined threshold.
We have enhanced this service by expanding the list of transactions and activities. We want you to receive alerts that are of security importance such as the setup of account payee so that you are informed of any activities or transactions that are not authorized by you.
To receive the SMS alerts, please ensure you provide the bank with your updated mobile number.
Q5. I wish to change the SMS alert threshold. What must I do?
Please download the request form here for change of threshold amount.
Q6. I wish to opt out of the SMS alert. What must I do?
For security purpose, we would strongly discourage you from opting out.
However, if you still wish to do so, please download the request form here to opt out of the SMS alerts. Please note that SMS opt out service does not apply to activation of cards, enrolment for overseas ATM usage and internet banking transactions.
Q7. What is the added Protection for Debit/ATM and Credit Cards?
Aligning to industry standards, we have introduced added security features for overseas ATM card usage (for both Debit/ATM and Credit cards)
Debit/ATM/Credit cards usage are disabled at ATMs outside of Singapore. Pre-enrolment via Phone Banking will be required in order for customers to use their ATM, Debit or Credit Card overseas for cash withdrawals, cash advances or balance enquiries at an ATM outside Singapore. You may do so by calling the 24-hour HSBC hotline and activating via the IVR (Interactive Voice Response) with your Phone Banking PIN.
To ensure that you have seamless overseas ATM usage of your Debit/ATM/Credit cards, please sign up for Phone Banking facility and provide the bank with your updated mobile number.
Q8. Can I activate my ATM card usage when I am overseas?
Yes, but you can only do so via IVR with your Phone Banking PIN. Please do ensure you sign up for Phone Banking facility and activate your ATM overseas enrolment prior to your travel.
Q9. Is the activation of overseas ATM transactions affected immediately via Phone Banking?
Yes, it is effected immediately.
Q10. Is the activation of overseas ATM transactions perpetual?
No. However, you may set specific validity period for this service. That is, you may enrol for a validity period up to the expiry date embossed on your Debit/Credit cards, or you may set a specific start and end date to cover your overseas travel.
Q11. Does the daily ATM withdrawal limits apply to my overseas ATM usage?
Yes, it does.
Q12. Do I need to enrol for the overseas ATM card usage for my supplementary credit cards? Can they enrol on their own?
The main cardholder may enrol for the overseas ATM card usage for their supplementary card holder via IVR with Phone Banking PIN. Alternatively, supplementary cardholder may also write in to the bank to request for the enrolment.
Q13. Will I receive SMS alerts for transactions made by supplementary cardholders on their credit cards?
No. SMS alerts will be sent to supplementary cardholders on transactions made using their supplementary credit cards via their registered mobile number with the bank.
Q14. What is the enhanced protection for cards activation?
Previously, ATM cards did not require activation while debit cards are activated via ATMs.
Now, you can activate your new, replacement and renewed Debit/ATM and Credit cards through Phone Banking.
Your Phone Banking PIN is required only for activation of Debit/ATM cards via IVR.
For a seamless card activation experience, please sign up for our Phone Banking facility.
Q15. What are some of things I can look out for when I am using my Debit/Credit Cards at the ATM (Auto Teller Machine)?
There are a few tips that you may find useful in safeguarding your banking interests, especially when you are using the ATM:
When it is late at night, try to avoid going to ATMs that are located at dimly lit and quiet locations. Be alert of your surroundings and look out for anyone who is behaving suspiciously around you when you are using the ATM.
If you notice that the ATM does not appear or function like the usual ATM that you have been using, cancel your transactions immediately and go to another ATM.
Always remember to be discreet when you are keying in your PIN. Take your card and wait for the transaction to be complete before walking away from the ATM.
Do not share your PIN with anyone.
Q16. What is the enhanced protection for Phone Banking PIN generation via One-Time Password?
The Bank will no longer send any new/replacement Phone Banking PIN via direct mailer to your correspondence address.
You will need to activate the Phone Banking facility by calling 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas to set your unique Phone Banking PIN via One-Time Password sent to you through SMS. You will also be able to change your PIN via the same method in future.
You will be guided through a step-by-step procedure to generate a PIN for your new Phone Banking account.
Q17. How do I sign up for Phone Banking or update my personal particulars?
Please download the form from the below links to sign up for Phone Banking or update of personal particulars.
Q18. I cannot remember my Phone Banking PIN. Do I need to re-apply again?
No, you do not need to. For existing Personal Internet Banking users, you may request for a replacement Phone Banking PIN via Internet Banking.
For the re-setting of Phone Banking PIN, you can do so by calling 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas. You will be guided step-by-step to generate or reset a PIN for your Phone Banking account.
Q1. Why is HSBC conducting this exercise?
Aligning with industry-wide security measures, we are stepping up our security services to our customers. To enjoy a seamless transition with our new security measures, you are required to update the contact details of your company's existing corporate ATM Card and PhoneBanking nominated users, and/or apply for PhoneBanking for non-existing users for added convenience.
Q2. Why does my company need to participate in this exercise?
This exercise will give you a more secure banking experience for your future card and online transactions, so that you can continue to bank confidently and conveniently with HSBC.
Q3. What are the added security services introduced?
Q4. What is this SMS alert service about?
We are enhancing this service by extending SMS alerts to selected banking activities done via ATM and PhoneBanking. We want you to receive alerts that are of security importance such as changes in PIN so that you are informed of any activities or transactions that are not authorized by you.
Q5. What are the types of SMS alerts will I receive with this enhancement?
The type of SMS alerts you can expect to receive are:
Activation of ATM Card
ATM withdrawal/transfer
Change of ATM PIN
Request for a replacement ATM PIN
Enrolment/Amendment/Deletion of overseas ATM usage
Fund transfer via PhoneBanking
Change of Business Internet Banking password
Q6. What must my company do to allow our existing corporate ATM cardholders and/or PhoneBanking users to receive these SMS alerts?
Please ensure you provide the Bank with the updated mobile number of your corporate ATM cardholders and/or PhoneBanking users via form submission.
Please mail completed form(s) to: The Hongkong and Shanghai Banking Corporation Limited, Service Delivery - Electronic Banking Operations, Robinson Road Post Office, P.O. Box 896, Singapore 901746.
Q7. Our corporate ATM cardholders/PhoneBanking users wish to opt out of these SMS alerts. What must my company do?
You can request to opt out from SMS alerts via form submission to the Bank.
For security purposes, we strongly discourage your company from opting out.
Added protection for your corporate ATM Cards
Q8. What are the changes regarding the activation procedure for new/replacement corporate ATM Cards?
You will be required to activate your new/replacement corporate ATM Cards before use. You can do so through PhoneBanking or via form submission to the Bank.
For convenience, your company may wish to register for PhoneBanking service for these ATM cardholders.
Q9. What are the changes impacting overseas corporate ATM Card usage?
Aligning with industry measures, we have introduced an additional security feature for overseas corporate ATM Card usage.
In order to use your corporate ATM Cards at an ATM overseas for cash withdrawals or balance enquiries, you will have to enrol for this service prior to your overseas trip. You may do so via PhoneBanking or via form submission to the Bank.
To ensure that your corporate ATM cardholders are able to conveniently enrol for overseas ATM usage, your company may like to consider applying for PhoneBanking service for non-existing users. Please also ensure that the corporate ATM cardholder's mobile number is updated with the Bank so that they can receive SMS alerts of their enrolment and other banking activities.
Q10. How does my company register for PhoneBanking for our existing corporate ATM cardholders?
Please use this form to register for PhoneBanking.
Please mail completed form(s) to: The Hongkong and Shanghai Banking Corporation Limited, Service Delivery - Electronic Banking Operations, Robinson Road Post Office, P.O. Box 896, Singapore 901746.
Q11. Can our corporate ATM cardholders cancel or amend their overseas ATM usage enrolment? Can a start and end date be further specified for overseas corporate ATM Card usage?
Yes. Corporate ATM cardholders can cancel or amend their overseas ATM usage enrolment via PhoneBanking or form submission. A start and end date can also be specified in the overseas ATM usage enrolment for added security.
Q12. How can our corporate ATM cardholders enrol for overseas ATM usage when they are overseas?
He/she can do so via PhoneBanking (which will take effect immediately) or via form submission to be duly signed by your company's authorised signatories.
PhoneBanking enhancements
Q13. What are the PhoneBanking enhancements being rolled out?
You will no longer receive any new/replacement PhoneBanking PIN via direct mailer to your correspondence address.
Instead, you will able to set your unique PhoneBanking PIN when you activate your PhoneBanking service through the phone via a one-time password sent through SMS. You will also be able to change your PIN via the same method in future.
Through our PhoneBanking enhancements, you will also be able to activate your new/replacement corporate ATM Cards, and/or enrol your ATM Card for overseas usage, with the ability to set a start and end date.
Q14. Our PhoneBanking users cannot remember his/her PhoneBanking PIN. What must our company do?
You will be guided through a step-by-step procedure to generate a new PIN or change an existing PIN for your PhoneBanking account when you call 1800-216 9008 (Singapore) or (65) 6216 9008 (overseas).
