General

What changes should I expect?

We have been continuously enhancing our online and mobile banking services to improve your digital experience with us. Over the next few months we'll be introducing further enhancements, including a key upgrade to our platforms.

This means that, you'll experience a simpler navigation, quicker access to important features, and a new look-and-feel on our online banking pages.

However for some less commonly used services or features on online banking, you will experience temporary changes to how you access them. For this, we apologise for the inconvenience and ask for your understanding during this transition.

To ensure seamless access to your mobile banking account, please download our new HSBC Singapore app today. If you are using our existing HSBC Mobile Banking app, please note that it will no longer be available from 29 November 2019. Click here to read more.

Why are you changing the way to access some services?

The changes are necessary as we continuously upgrade the less commonly used services on online banking. To ensure there is no disruption to those services, we'll be offering alternative ways for our customers to access those services. This explains the temporary changes and we seek your understanding and patience during this transition period.

Why are you removing some features on online banking?

As with any website enhancement, we are taking this opportunity to review and remove some features that are less useful or not commonly used. However, rest assured that even as we remove some features, you will still be offered alternatives to minimise any inconvenience caused.

Are the changes to the online banking services temporary?

Yes, most of the changes are temporary. We seek your patience and understanding during this transition period as we upgrade our platforms. Meanwhile, we are making sure that there are alternative ways to access those affected services, so that there is no disruption to the services. 

When can I expect the services to resume given that the changes are "temporary"?

We are working hard to progressively roll out better versions of the services that have temporarily changed. Some may take weeks and some may take months. We seek your understanding and patience during this transition period. Meanwhile, you have alternative ways to access those affected services, so that there is no disruption to the services.

Account

How can I download my transaction details in QFX/ QIF/ CSV/ Text format?

You can download your transaction details in comma-separated values (CSV) format only. We no longer support transaction downloads in other formats, such as Quicken Web Connect (QFX), Quicken Interchange Format (QIF) or Text, due to the low usage of these features by our customers. We apologise for any inconvenience caused.

To download your transactions in CSV format, please go to the account transaction page. Then scroll to the last transaction and click 'Download'.

How do I stop a cheque?

You may request to stop a cheque via either of the following ways:

  1. Call our contact centre for assistance.
  2. Visit any of our branches for assistance.

How do I order a new cheque book?

You may request cheque books via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Order Cheque Book" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.
  4. Mail us the completed form or hand over to us at any branch.

Alternatively, you may wish to go paperless by transferring your funds easily and securely with our online or mobile banking.

Credit and debit cards

How do I request a temporary increase in my credit card limit to pay for my medical bill/ wedding dinner/ travel?

You may request a temporary increase in credit card limit by calling our contact centre for assistance.

How do I request a new credit/ debit card PIN?

You may request your credit/debit card PIN replacement via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Issue Debit/ Credit Card Replacement PIN" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.
  4. Mail us the completed form or hand over to us at any branch.

Insurance

Where can I find the detailed information on my HSBC Insurance policies?

You may do any of the following:

  1. Access "Wealth Dashboard" from the new online banking menu for the basic information on your insurance policies.
  2. Call the insurance contact centre on +65 6225 6111 (Mondays to Fridays, 9am to 5pm) for further enquiries.

Services

I can't see some of my accounts on online banking. What should I do?

Please call our contact centre for assistance.

I'll like to receive SMS/ email alerts for my debit/ credit card transactions. How do I set it up?

You may set up your transaction alert by mailing us the completed form or hand over to us at any branch.

I'll like to receive SMS alerts for a lower transaction amount than my current setting. How do I do that?

You may change the setting of your transaction alert via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Change Transaction Alert" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.
  4. Mail us the completed form or hand over to us at any branch.

Statements

How can I go paperless?

You may request to receive eStatement and eAdvice via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Bank Account eStatement & eAdvice Setup" or "Credit Card eStatement Setup" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.

I want to receive a paper statement instead of the eStatement. What should I do?

You may request to receive paper statement via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Bank Account eStatement & eAdvice Setup" or "Credit Card eStatement Setup" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.

How do I make a request for a previous statement in hardcopy?

You may make a request via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Previous Statement Request" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.

Please note charges will apply. Alternatively, to view your previous statement online, you may access "Bank Account eStatement" or "Account History" from the new online banking menu or our mobile app.

Time deposit

How can I change my time deposit maturity instruction?

You may update your time deposit maturity instruction via any of the following ways:

  1. Submit your instructions via Secure Messages (within online banking). Choose "Update Time Deposit Maturity Instruction" from the "Subject" drop box list. A template will be populated in the "Message" box. Next, fill in the required information in the '<>"" enclosure. Press send when you have completed the required information.
  2. Call our contact centre for assistance.
  3. Visit any of our branches for assistance.
  4. Mail us the completed form or hand over to us at any branch.

Transfers/Payments

How do I view all the payments I have made in the last 3 months?

We no longer offer the feature that allows you to view your payment history (only) due to the low usage of this feature by our customers. We apologise for any inconvenience caused.

However, you may continue to view your payment history via any of the following ways:

  1. Access "Bank Account eStatement" from the new online banking menu or on your HSBC Singapore mobile app.
  2. Access "Account History" from the new online banking menu.

How do I convert between currencies? I used to able to convert using the "currency calculator" in online banking.

We no longer offer a currency calculator due to the low usage of this feature by our customers. We apologise for any inconvenience caused.

However, as a better option, you may use our HSBC Singapore QuickFX mobile app to convert between currencies. Simply tap on "Quick FX" on the app and enter the respective currencies. The app uses real-time foreign exchange rate and you can conveniently make a transfer or payment right after viewing the conversion information.