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Online Banking FAQ

Frequently asked questions

Registration

How do I register for Online Banking?

Follow the steps below for a simple, fuss-free registration today:

Steps Details

1: Choose from the options below:
 

Option 1 - Using mobile – Download the HSBC Singapore app
 

Option 2 - Using browser - Enter your Card & PIN details


Option 1 - For Registration using mobile, download the latest version of the HSBC Singapore app from the App Store or Google Play and use your Singpass app.


Option 2 - For Registration using browser, use your

  • Activated HSBC Credit Card or Debit Card or ATM Card
  • Card issue number (for HSBC Debit Card and ATM Card), and
  • Your unique 6 digit card PIN


Watch our video to see how to register for HSBC Online Banking without Singpass.

2: Create your username

 

  • Username must be between 6 to 30 characters in length
  • It can only contain letters, numbers or these special characters _ ' . -

Note: You will not be able to change your username after creation

3: Create your password
  • Password must be between 8 to 30 alphanumeric characters
  • Password can consist only contain letters, numbers or these special characters ! $ * - . = ? @ _ '
  • It can't include common patterns or words e.g. password, 123456, qwerty
  • It must contain at least 1 letter and 1 number
4: Set up your security question and answer
Set one security question and answer, which will be used to verify that you are the only person who can change the password of your online banking account.

Follow the steps below for a simple, fuss-free registration today:

Steps

1: Choose from the options below:
 

Option 1 - Using mobile – Download the HSBC Singapore app
 

Option 2 - Using browser - Enter your Card & PIN details

Details

Option 1 - For Registration using mobile, download the latest version of the HSBC Singapore app from the App Store or Google Play and use your Singpass app.


Option 2 - For Registration using browser, use your

  • Activated HSBC Credit Card or Debit Card or ATM Card
  • Card issue number (for HSBC Debit Card and ATM Card), and
  • Your unique 6 digit card PIN


Watch our video to see how to register for HSBC Online Banking without Singpass.

Steps 2: Create your username
Details

 

  • Username must be between 6 to 30 characters in length
  • It can only contain letters, numbers or these special characters _ ' . -

Note: You will not be able to change your username after creation

Steps 3: Create your password
Details
  • Password must be between 8 to 30 alphanumeric characters
  • Password can consist only contain letters, numbers or these special characters ! $ * - . = ? @ _ '
  • It can't include common patterns or words e.g. password, 123456, qwerty
  • It must contain at least 1 letter and 1 number
Steps 4: Set up your security question and answer
Details Set one security question and answer, which will be used to verify that you are the only person who can change the password of your online banking account.

Lastly, read through the Terms and Conditions, and verify the accounts you would like to access in your Online Banking to complete the registration and start managing your accounts online. Once you have completed registering for Online Banking, you can download the HSBC Singapore Mobile App and manage your accounts on the go.

Register now for online banking

If you are new to online banking, please click below to register

I've not activated my card, can I register for Online Banking?

Yes, you can download the HSBC Singapore app and use your Singpass app to register for Online Banking through the app.
However, if you want to use your browser for registration, you will need to activate your card before you can register for Online Banking. Find out how to activate your card here.

I've misplaced / forgotten my card PIN, can I proceed to register for Online Banking?

Yes, you can still register using the HSBC Singapore app and your Singpass app.
If in case you don't want to use the app, you will need your unique 6 digit card PIN to register for Online Banking. To get a new PIN, please submit a PIN replacement request form to us. You can locate the form here.

Can I register for Online Banking on mobile?

Yes, you can download the HSBC Singapore app and use your Singpass app to register for Online Banking through the app. 

I have just registered for Online Banking, but do not have my Digital Secure Key/Security Device yet. When will I receive my Digital Secure Key/Security Device?

You can download the HSBC Singapore app and activate your Digital Secure Key immediately, allowing you to generate security codes and access the full range of online and mobile banking services.

If you have requested for a Security Device, please allow up to 5 working days (for Singapore mailing address), or up to 12 working days (for overseas mailing address) for it to be mailed to you.

Is my password for HSBC Online Banking case sensitive?

Your password is not case sensitive. As you go through the registration journey, you will be guided accordingly on the password criteria.

Logon

How do I change my password?

After you have entered your username, you can change your password by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

How long will it take for me to use my new password?

If you reset your password via the self-service options either using a security code or via SMS one-time password, you can use your new password as soon as you have completed the reset.

If you were unable to complete the password reset through self-service options, you need to select 'Reset password then call us to complete', and then enter a new password and security details. You'll then be provided with a reference number; with which you'll need to call the HSBC Contact Centre to complete the reset process. Once this is completed, you can use your new password to log on.

Is the new password applicable to my HSBC Singapore App?

Yes, the new password will also be applicable to your HSBC Singapore app.

What is Login with Digital Secure Key/Security Device?

Login with Digital Secure Key/Security Device allows you to access the full suite of Online Banking services, such as Wealth Dashboard and Worldwide Transfers. You will need to enter your Password and a One-Time-Password (OTP) that is generated using your Digital Secure Key/Security Device to log on.

What type of features can I access when I choose to Login with Passwords?

When you Login with Passwords, you will be able to:

  • View Account Summary and History
  • Access your eligible international HSBC accounts via Global View
  • Perform PayNow and FAST transfers
  • Decrease your online banking limits
  • View investment market insights

What type of features can I access when I choose to Login with Digital Secure Key/Security Device?

On top of the features you can access when you Login with Passwords, you will also be able to:

  • Open a new HSBC Everyday Global Account
  • Place a new Time Deposit and/or update your Time Deposit maturity instruction
  • Register for PayNow
  • Pay your bills (for added payees)
  • Save new payee(s) and transfer(s)
  • Make a future payment
  • Access and perform Saved transfers, Global Transfers, WorldWide Transfers, FX Order Watch and Wealth Dashboard
  • Increase your online banking limits
  • Request for temporary increase in credit card limit
  • View and/or change your personal details
  • Read and Send Secured mails
  • Change your password(s)
  • Reset your Security Questions and answers
  • Request for a PIN replacement
  • Set up or change SMS alerts on your account transactions
  • View and download eStatements
  • Redeem your credit card rewards points
  • Check on your insurance policies

I've forgotten my username, how can I retrieve it?

If you have forgotten your Online Banking username, please contact our customer service centre to retrieve it.

I have been inputting the correct password, but I am prompted with "incorrect password" messages. Can you explain it?

If you input the incorrect password more than three times, you will be asked to enter your date of birth and your password as additional security measures.

If you input the date of birth incorrectly 3 times, your password will be temporarily locked and you will be unable to log on for a certain period of time.

During this period, you will not be able to log on using a Digital Secure Key/Security Device either.

When the temporary suspension has expired and you can attempt to log on again. Please note, you will still need to input your date of birth correctly and your existing password in full.

How can I log on to HSBC Online Banking?

You will be given two options to log on to your HSBC Online Banking.

Log on with password: You will need to enter your username and your password in full.

Log on with Digital Secure Key/Security Device: You will need to enter your username and a valid security code generated on your Digital Secure Key/Security Device.

Please note that some features may require a Digital Secure Key/Security Device to proceed. Therefore, you need to have your Digital Secure Key/Security Device activated so you can fully enjoy all the features of your Online Banking.

I have forgotten my password but I have my Digital Secure Key/Security Device. Can I still log on to my account?

If you have a Digital Secure Key/Security Device but no password, you will be able to log on to HSBC Online Banking by entering your username and a valid security code generated from your Digital Secure Key/Security Device.

On the log on page, I see a message saying "Browser not up to date"? Does that mean it is not safe to log on to Online Banking with that browser?

HSBC's online banking service is compatible with most internet browsers. For the best experience, we recommend you to use the latest version of your browser. Official support is provided for the latest 3 browsers versions of most internet browsers (e.g. Chrome version 79, 78 and 77; Firefox - 72, 71 and 70; and Internet Explorer - 11, 10 and 9). It is still safe to use outdated browser, but certain functions and visual elements such as icons, characters and fonts may not turn out well.

My access is said to be temporarily locked. What does it mean and what do I need to do?

This indicates that you have exceeded the number of attempts to log on to HSBC Online Banking with a correct password. For security reasons, you will not be able to log on to your online banking profile even if you try to log on using a Digital Secure Key/Security Device. Please wait for a couple of minutes and try again.

Why am I asked to input my Date of Birth after I get temporarily locked?

To keep your online banking profile secure and to prevent any unauthorised access, you will be asked to enter your date of birth as a way to verify your identity. You will only be asked to enter your date of birth if you have attempted to log on to HSBC Online Banking with the incorrect password three times.

I am travelling in another country/region and I am not able to log on to HSBC Online Banking.

For your safety, if you are travelling to sanctioned countries/regions, you will not be able to access HSBC online banking.

Why do I encounter an error despite entering the correct date of birth and password?

If you encounter an error while entering the correct date of birth and your password, please contact us or visit the nearest HSBC branch.

I have been inputting the correct password, but I am prompted with "incorrect password" messages. Can you explain it?

If you input the incorrect password more than three times, you will be asked to enter your date of birth and your password as additional security measures.

If you input the date of birth incorrectly 3 times, your password will be temporarily locked and you will be unable to log on for a certain period of time.

During this period, you will not be able to log on using a Digital Secure Key/Security Device either.

When the temporary suspension has expired and you can attempt to log on again. Please note, you will still need to input your date of birth correctly and your existing password in full.

Will I receive any notification when I reset my Password?

An email notification and SMS will be sent to contact details we have on our records when your request for a Password Reset is accepted or rejected.

Password for Online Banking

Why am I being asked to create a new password?

To enhance our customers' convenience and security, we have made some changes to our log on process. You will need to create a new password to continue logging on to your online banking services.

In the future, you'll have the choice of using either this new password or your Digital Secure Key/Security Device to log on to online banking. You will also need this password to set up your HSBC Singapore app when you log on for the first time. For customers still using Security Device, your new password also allows you to activate a replacement Security Device on your own, without having to call our hotline for assistance.

Do I need to set up a security question and answer?

If you have not created a security question previously, you'll be asked to set up one.

What if I don't want to create a new password now?

To continue logging on to online banking, you'll need to create a new password. If you exit without creating your new password, you'll be prompted again the next time you log on.

With your new password, you can enjoy the convenience of logging on easily for popular services such as viewing of your account balance and making transfers to your existing payees.

Can I still log on with my Digital Secure Key/Security Device after creating a new password?

Yes. You can log on with either your Digital Secure Key/Security Device or your password.

Can I still log on to HSBC Singapore app if I don't create a new password?

Yes, you can log on to the HSBC Singapore app even if you don't create a password by using your Physical Security Device. However, we strongly recommend that you create a new password to continue using your online banking services.

I already have a password which is not required for logging on anymore. Can I use the same password again?

As long as the new password meets the password requirement, you can create any password of your choice.

Security questions

How do I setup my security questions and answers?

You may set them up upon Online Banking registration. You will need to choose the security question from a set of preset questions, and provide a memorable answer to each of the questions.

How do I change my security questions and answers?

You can change your security question and answer by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

What happens if I forget the answers to the questions that I had selected?

You can create a new security question and answer by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

Transaction signing

How does inputting beneficiary-specific information into my Digital Secure Key/Security Device increase the security level in online banking?

The new Digital Secure Key/Security Device requires you to input beneficiary-specific information (e.g account number, bill payee reference number etc) into your Digital Secure Key/Security Device to generate a security code to authorise your transaction.

With this additional transaction verification function, it further prevents fraudulent attacks as the transaction will only be made to the account specified by you. This layer of protection provides an increased level of security for your banking transactions.

When do I need to input beneficiary-specific information into my Digital Secure Key/Security Device?

You need to input such information into your Digital Secure Key/Security Device when you are making the following transactions:

  • Transfers to third party beneficiaries*
  • Bill payments*
  • Application of cashier's orders or demand drafts
  • GIRO payments (for Business Internet Banking customers only)
  • Update of address and contact details (for Online banking customers)

*You do not need to input such information if you are using "saved transfers" or "payee".

How do I know what beneficiary-specific information I need to input into my Digital Secure Key/Security Device?

Please follow the on-screen instructions on the security code input page on HSBC online banking to input the correct information into your Digital Secure Key/Security Device and generate the required security code.

More examples of such instructions are available below.

Scenario: Beneficiary account number/bill reference number with 8 or more digits

Input instructions: Enter the last 8 digits of the beneficiary account number/bill reference number into your Digital Secure Key/Security Device.

Example Input
123-456-789 23456789
55500066777 00066777

Scenario: Beneficiary account number/bill reference number with 8 or more digits

Input instructions: Enter the last 8 digits of the beneficiary account number/bill reference number into your Digital Secure Key/Security Device.

Example 123-456-789
Input 23456789
Example 55500066777
Input 00066777

Scenario: Beneficiary account number/Bill reference number with 4-7 digits

Input instructions: Add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example Input
123456 00123456
7708
00007708

Scenario: Beneficiary account number/Bill reference number with 4-7 digits

Input instructions: Add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example 123456
Input
00123456
Example 7708
Input
00007708

Scenario: Beneficiary account number/Bill reference number with 0-3 digits

Input instructions: Add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example Input
123 00000123
708 00000708

Scenario: Beneficiary account number/Bill reference number with 0-3 digits

Input instructions: Add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example 123
Input
00000123
Example 708
Input
00000708

Scenario: Beneficiary account number/bill reference number comprising letters and 8 or more digits

Input instructions: Omitting non-numeric characters and spaces, enter the last 8 digits of the beneficiary account number/bill reference number into your Digital Secure Key/Security Device.

Example Input
123A4567BC89D 23456789
AB11-200CD777 11200777
333Y 44W 5555 33445555

Scenario: Beneficiary account number/bill reference number comprising letters and 8 or more digits

Input instructions: Omitting non-numeric characters and spaces, enter the last 8 digits of the beneficiary account number/bill reference number into your Digital Secure Key/Security Device.

Example 123A4567BC89D
Input 23456789
Example AB11-200CD777
Input 11200777
Example 333Y 44W 5555
Input 33445555

Scenario: Beneficiary account number/Bill reference number comprising letters and 4-7 digits

Input instructions: Omitting non-numeric characters and spaces, add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example Input
123A4567BC 01234567
AB11-200C 00011200
33Y 44W 00003344

Scenario: Beneficiary account number/Bill reference number comprising letters and 4-7 digits

Input instructions: Omitting non-numeric characters and spaces, add additional zeros at the beginning of the bill reference number to form 8 digits and enter into your Digital Secure Key/Security Device.

Example 123A4567BC
Input
01234567
Example AB11-200C
Input
00011200
Example 33Y 44W
Input
00003344

Scenario: Beneficiary account number/Bill reference number comprising letters and 0-3 digits

Input instructions: Omitting non-numeric characters and spaces, add additional zeros at the beginning of the bill reference number to form 8 digits and enter that into your Digital Secure Key/Security Device.

Example Input
123A
00000123
AB11-2 00000112
3Y 4W
00000034

Scenario: Beneficiary account number/Bill reference number comprising letters and 0-3 digits

Input instructions: Omitting non-numeric characters and spaces, add additional zeros at the beginning of the bill reference number to form 8 digits and enter that into your Digital Secure Key/Security Device.

Example 123A
Input
00000123
Example AB11-2
Input
00000112
Example 3Y 4W
Input
00000034

Scenario: Beneficiary account number/Bill reference number comprising letters (4 or more) only

Input instructions: Omitting special characters, for each letter of the bill reference number, enter a corresponding number assigned to that letter into your Digital Secure Key/Security Device, limiting to the last 8. If it is lesser that 8 digits, add additional zeros at the beginning of the bill reference number to form 8 digits.

Example Input
APPLE 00027753
Josephine Tan 74463826
Julie Tan-Ho 54382646

Scenario: Beneficiary account number/Bill reference number comprising letters (4 or more) only

Input instructions: Omitting special characters, for each letter of the bill reference number, enter a corresponding number assigned to that letter into your Digital Secure Key/Security Device, limiting to the last 8. If it is lesser that 8 digits, add additional zeros at the beginning of the bill reference number to form 8 digits.

Example APPLE
Input
00027753
Example Josephine Tan
Input
74463826
Example Julie Tan-Ho
Input
54382646

Scenario: Beneficiary account number/Bill reference number comprising 1-3 letters only

Input instructions: Omitting special characters, add zeros to the bill reference's name to form a 8-digit number. For each letter of the bill reference's name, enter a corresponding number assigned to that letter into your Digital Secure Key/Security Device.

Example Input
JOE 00000563
R&R 00000077

Scenario: Beneficiary account number/Bill reference number comprising 1-3 letters only

Input instructions: Omitting special characters, add zeros to the bill reference's name to form a 8-digit number. For each letter of the bill reference's name, enter a corresponding number assigned to that letter into your Digital Secure Key/Security Device.

Example JOE
Input
00000563
Example R&R
Input
00000077

Scenario: Update email address (only available for Online banking)
Input instructions: Omitting special characters, enter the corresponding number assigned for each alphabet of the email address into your Digital Secure Key/Security Device.

Example Input
johntan15@hsbc.com.sg
- the 1st 2 characters in the email = Jo
- the 2 characters before '@'= 15
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = Jo15hssg
56154774
J_Tan@hsbc.com.sg
- the 1st 2 characters in the email = JT
- the 2 characters before '@'= an
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = JTanhssg
58264774
J_Ng@hsbc.com.sg
- the 1st 2 characters in the email = JN
- the 2 characters before '@'= g0 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = JNg0hssg
56404774
J_Ng@A.Ru
- the 1st 2 characters in the email = JN
- the 2 characters before '@'= g0 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = AR
- the last 2 characters = u0 (add '0' if there is less than 2 characters)
Signing Input = JNg0ARu0
56402780
123@A.Ru
- the 1st 2 characters in the email = 12
- the 2 characters before '@'= 30 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = AR
- the last 2 characters = u0 (add '0' if there is less than 2 characters)
Signing Input = JNg0ARu0
12302780

Scenario: Update email address (only available for Online banking)
Input instructions: Omitting special characters, enter the corresponding number assigned for each alphabet of the email address into your Digital Secure Key/Security Device.

Example johntan15@hsbc.com.sg
- the 1st 2 characters in the email = Jo
- the 2 characters before '@'= 15
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = Jo15hssg
Input 56154774
Example J_Tan@hsbc.com.sg
- the 1st 2 characters in the email = JT
- the 2 characters before '@'= an
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = JTanhssg
Input 58264774
Example J_Ng@hsbc.com.sg
- the 1st 2 characters in the email = JN
- the 2 characters before '@'= g0 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = hs
- the last 2 characters = sg
Signing Input = JNg0hssg
Input 56404774
Example J_Ng@A.Ru
- the 1st 2 characters in the email = JN
- the 2 characters before '@'= g0 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = AR
- the last 2 characters = u0 (add '0' if there is less than 2 characters)
Signing Input = JNg0ARu0
Input 56402780
Example 123@A.Ru
- the 1st 2 characters in the email = 12
- the 2 characters before '@'= 30 (add '0' if there is less than 2 characters)
- the 2 characters after '@' = AR
- the last 2 characters = u0 (add '0' if there is less than 2 characters)
Signing Input = JNg0ARu0
Input 12302780

Scenario: Update contact numbers (only available for Online banking)
Input instructions: Use the last 8 digits of the contact number.

Example Input
+85291234567890 34567890
81234567 81234567

Scenario: Update contact numbers (only available for Online banking)
Input instructions: Use the last 8 digits of the contact number.

Example +85291234567890
Input 34567890
Example 81234567
Input 81234567

Scenario: Update local address with "#" (only available for Online banking)
Input instructions: Use the postal code + first 2 digits after "#" of the address. Choose numeric digits after "#" only. Add zero if there is only a single digit after "#".

Example Input
20 Pasir Panjang Road #01-01, Singapore 123456 12345601
20 Pasir Panjang Road #1A, Singapore 123456 12345610

Scenario: Update local address with "#" (only available for Online banking)
Input instructions: Use the postal code + first 2 digits after "#" of the address. Choose numeric digits after "#" only. Add zero if there is only a single digit after "#".

Example 20 Pasir Panjang Road #01-01, Singapore 123456
Input 12345601
Example 20 Pasir Panjang Road #1A, Singapore 123456
Input 12345610

Scenario: Update local address without "#" and/or does not have digits at the front (only available for Online banking)

Input instructions: Use the postal code + first 2 digits of the address. Add zero if the start of your address is a single digit. Add zeros if the start of your address does not have any digit

Example Input
201 Pasir Panjang Road, Singapore 123456 12345620
4 Pasir Ris Drive 12, Singapore 123456 12345641
4 Pasir Ris Drive, Singapore 123456
12345640
Pasir Ris Drive 12, Singapore 123456 12345612
Pasir Panjang Road, Singapore 123456
12345600

Scenario: Update local address without "#" and/or does not have digits at the front (only available for Online banking)

Input instructions: Use the postal code + first 2 digits of the address. Add zero if the start of your address is a single digit. Add zeros if the start of your address does not have any digit

Example 201 Pasir Panjang Road, Singapore 123456
Input 12345620
Example 4 Pasir Ris Drive 12, Singapore 123456
Input 12345641
Example 4 Pasir Ris Drive, Singapore 123456
Input 12345640
Example Pasir Ris Drive 12, Singapore 123456
Input 12345612
Example Pasir Panjang Road, Singapore 123456
Input 12345600

Scenario: Update overseas address (only available for Online banking)
Input instructions: Use the first 8 alphanumeric characters of the address, without space and special characters. For each alphabet of the address, enter the corresponding number assigned to that alphabet into your Digital Secure Key/Security Device.

Example Input
1 Queen's Road Central, Hong Kong SAR China 1783367

Scenario: Update overseas address (only available for Online banking)
Input instructions: Use the first 8 alphanumeric characters of the address, without space and special characters. For each alphabet of the address, enter the corresponding number assigned to that alphabet into your Digital Secure Key/Security Device.

Example 1 Queen's Road Central, Hong Kong SAR China
Input 1783367

What should I do if I have entered a wrong number into my Security Device during the authorisation process?

If you have entered a wrong number into your Security Device, press the green button to backspace and delete your last entry. To clear your entire entry, press and hold the same green button.

What should I do if the security code I have input on HSBC online banking is not accepted?

  • Please follow the on-screen instructions on the steps to generate security code when using either Digital Secure Key/Security Device.
  • Please ensure the generated 6-digit security code displayed on your device is entered correctly onto the Online Banking Screen.
  • If the security code matches, the beneficiary–specific information entered previously may be incorrect.

If the security code is still not accepted:

For Online banking Users, please call our 24-hour customer service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.

For Business Internet Banking users, please call our customer service centre on 1800 216 9008 (Singapore) or 65 6216 9008 (overseas) for assistance.

Refreshed Account Summary Dashboard

What are the changes on HSBC Online Banking?

On the new HSBC Online Banking, you can

  • See a new and refreshed homepage design
  • See the last log on date and time on the homepage
  • View all your local and international accounts in one view
  • Check account details - account balance, available balance and last three transactions
  • Check transaction history of their accounts - date, amount and description of transactions
  • Navigate with Quick Links and top menu bar

After clicking from the new homepage, it brings me to the old interface, is this normal?

Since we are progressively updating the website, you are expected to see the existing interfaces for certain features at the moment. In the future, we will replace all features with new interface.

Please note that the issue will have no impact on current functionality and security level.

What are the account status "Dormant" and "Unclaimed" on the account list referring to?

If your account(s) has a "Dormant" or "Unclaimed" indicator, this denotes that there has been no activity (transaction) initiated in your account(s) for the past 12 and 24 months respectively. Therefore, the bank has placed certain access restrictions to protect your account(s) from unauthorized activity.

For "Dormant" account(s), you may send us a Secure Message (Secure Message under Quick links). Alternatively, please call us for further assistance. Please note that your account re-activation will not be immediate. We may require additional information/documents to process your request.

For "Unclaimed" account(s), you can re-activate your account(s) by completing the account activation form by visiting any one of our HSBC Branches in Singapore. For identification purposes, please bring along your Identity Card, Passport and latest proof of residential address. Please note that your account re-activation will not be immediate. We may require additional information/documents to process your request.

How do I get back to the Account Summary page after navigating out of it?

Please click on <Accounts> on the navigation menu of the left.

What is Quick Links and can I customize which ones to be on the menu?

You can locate Quick Links on the top of the Account Summary page. Click on the arrow and expand or hide the menu of Quick Links on the Online Banking homepage. Quick Links menu is provided easier access to the most commonly used online banking services.

For now, the icons of the Quick Links are fixed. There will be continuously enhancements made to better your experience of banking with us.

Local Transfer

I would like to increase/decrease my transfer limit, how do I do so?

Click on "Online banking limits" on the Quick links menu bar on the top of your Accounts Summary dashboard to edit your daily limits (in SGD) for Own account transfer, Bill payment, 3rd Party Account Transfer (inclusive of 'FAST/PayNow transfer without Transaction Signing") and FAST/PayNow.

To increase your daily limit, you would need your Digital Secure Key/Security Device on hand.

Please follow the on-screen instructions on the steps to generate security code when using either Digital Secure Key/Security Device.

Example of getting the last 8 digits of the total new limits:

Transaction category
Your existing daily limit (SGD) New daily limit you wish to increase to (SGD)
Own account transfer 200,000.00 200,000.00
Bill payment 20,000.00 40,000.00 (new)
3rd party account transfer 400,000.00 500,000.00 (new)
FAST/PayNow
1,000.00 1,000.00
Total 621,000.00 741,000.00 (Input: 74100000)

Example of getting the last 8 digits of the total new limits:

Transaction category
Own account transfer
Your existing daily limit (SGD) 200,000.00
New daily limit you wish to increase to (SGD)
200,000.00
Transaction category
Bill payment
Your existing daily limit (SGD) 20,000.00
New daily limit you wish to increase to (SGD)
40,000.00 (new)
Transaction category
3rd party account transfer
Your existing daily limit (SGD) 400,000.00
New daily limit you wish to increase to (SGD)
500,000.00 (new)
Transaction category
FAST/PayNow
Your existing daily limit (SGD) 1,000.00
New daily limit you wish to increase to (SGD)
1,000.00
Transaction category
Total
Your existing daily limit (SGD) 621,000.00
New daily limit you wish to increase to (SGD)
741,000.00 (Input: 74100000)

I don't have my Digital Secure Key/Security Device with me, can I still make a transfer?

Yes, you can perform PayNow/ FAST Transfers (up to SGD1,000 daily) without needing your Digital Secure Key/Security Device. However, you will need your Digital Secure Key/Security Device on hand if you would like to make Bill Payments and Transfers to your existing and new payees (find out more here) or transfer to your international HSBC accounts.

Alternatively, without your Security Device, you may also wish to use your biometric log in/6-digit PIN to make a PayNow transfer beyond the SGD1,000 daily limit using the HSBC Singapore app. Learn more.

What are the different transfer types available and which should I choose?

You may choose to transfer funds online via PayNow, FAST, GIRO or MEPS, with the differences between the transfer types laid out in the comparison table below:

Transfer type What is required? How long does it take? Maximum daily limit Suitable for?
PayNow

Either

  • Mobile number or
  • NRIC or
  • a corporate's Unique Entity Number (UEN) or
  • Virtual Payment Account (VPA) or
  • scan a Singapore Quick Response Code (SGQR) code with the HSBC Singapore app
Immediate

SGD1,000 (without transaction signing), 

or SGD200,000

Splitting dinner or movie bills, paying your Carousell seller, your child's home tutor, and more

You may choose to transfer funds online via PayNow, FAST, GIRO or MEPS, with the differences between the transfer types laid out in the comparison table below:

Transfer type PayNow
What is required?

Either

  • Mobile number or
  • NRIC or
  • a corporate's Unique Entity Number (UEN) or
  • Virtual Payment Account (VPA) or
  • scan a Singapore Quick Response Code (SGQR) code with the HSBC Singapore app
How long does it take? Immediate
Maximum daily limit

SGD1,000 (without transaction signing), 

or SGD200,000

Suitable for? Splitting dinner or movie bills, paying your Carousell seller, your child's home tutor, and more

Trusted Browser

Why am I asked to verify my browser when logging on?

You are required to verify your browser with one-time password sent to your registered mobile number whenever you log on to the Online Banking with a new browser.

This enhanced feature is part of HSBC Online Banking security measures to protect our customers from unauthorised access.

I have logged on with the same browser before. Why am I asked to verify it again?

There can be some major changes to your device or browser such as software version update.

You are required to verify your browser again for security reasons.

My mobile number has changed. How can I receive the activation code to verify my browser?

The partial masked mobile number is shown on the verification instruction page when we send out the SMS activation code. Please check if the number is yours. If you need to update your mobile number, please visit a HSBC Branch or update via filling in one of the relevant forms below:

What can I do if I cannot receive the SMS activation code to verify my browser?

You can request to resend the SMS activation code and please check your network reception is sufficient to receive an SMS. Alternatively, you can use your Digital Secure Key/Security Device to verify your browser to log on to your Online Banking.

How can I log on with a new browser when I travel abroad?

You can access your Online Banking with Digital Secure Key/Security Device when travelling aboard. If you are logging on with just your password, please contact your mobile network service provider to ensure that you can receive SMS when roaming.

Should I allow the browser to be used in future?

When you verify your browser, there is an option to trust the browser for future use.

If you choose "Yes", you are not required to verify your browser again when logging on with the same browser.

You are recommended to choose "No" if you use a public computer to log on.

Update Home Addresses via Online Banking

Which countries/regions do you accept PO box addresses for?

We accept PO box addresses only for the following countries/regions:

  1. UAE
  2. Saudi Arabia
  3. Qatar
  4. South Africa
  5. Oman
  6. Kuwait
  7. Papua New Guinea
  8. Mauritius
  9. Bahrain

Note: The bank will contact you if the update address is invalid and/or unacceptable.