Top Queries

How do I activate Mobile Security Key on my mobile device?

You'll need to have a valid and up-to-date mobile number and email address in our records in order to activate your Mobile Security Key.

Go to 'Profile' and choose 'Security'. Next, select 'Activate Mobile Security Key' and follow the instructions to complete the activation.

Your Security Device will be deactivated once your Mobile Security Key has been activated. You can return the device at any of our branches.

How do I switch my Mobile Security Key to a new device?

You can switch your Mobile Security Key from an old device to a new one if it hasn't been deactivated on your old device yet.

Download the HSBC HK Mobile Banking app on your new device. Next, go to 'Profile', choose 'Security', then 'Mobile Security Key'. You'll be asked to generate a security code on your old device and use it to activate your new device.

If you don't have your old device but you've set up dual password logon mode, you can go to 'Profile', choose 'Security' and activate your Mobile Security Key after you've logged on.

But if you don't have your old device or you haven't set up dual password logon mode, please call us so we can issue you a new Security Device. Once you've got it, you can log on to the HSBC HK Mobile Banking app, go to 'Settings' and choose 'Mobile Security Key' to activate it.

Before you get rid of your old device, please deactivate your Mobile Security Key. You can do this by going to 'Profile' and selecting 'Security' in the HSBC HK Mobile Banking app. We would also recommend that you restore your old device to its factory settings after deactivation.

How do I set my transfer limit?

You'll need your Security Device or Mobile Security Key to do it.

You can change your transfer limit to a registered or unregistered payee in online banking.

But if you just need to make a small-value payment of HKD10,000 or less, you can adjust the daily limit for it by going to 'Profile', selecting 'Pay and transfer' then 'Small-value payment limit' in the HSBC HK Mobile Banking app. The maximum daily limit for small-value payments is HKD10,000.

When I complete a transfer to a new payee, I get the error message "Your instruction of adding the payee as your registered transfer accounts cannot be processed." Why?

You may have already added this payee. You can check if that's the case in your 'My payees' list when you make a transfer.

Or you may have entered the wrong account number or FPS proxy ID (i.e. mobile number, email address or FPS Identifier). Please check the information before trying again.

Cash Payout Scheme

Where can I find the registration on the HSBC HK Mobile Banking app?

You can access the registration page for the Cash Payout Scheme on Mobile Banking by:

  1. Log on to the HSBC HK Mobile Banking app.
  2. Scroll down in 'Home' and choose 'Cash Payout Scheme'.

You will also receive a popup notification with a prompt to register for the Cash Payout Scheme upon your first three logins to your HSBC HK Mobile Banking.

Where can I check the status of my registration?

If you've registered for the Cash Payout Scheme with us, you can check your registration status by:

  1. Logging on to your HSBC HK Mobile Banking app, scroll down in 'Home' and choose 'Cash Payout Scheme'.
  2. Logging on to your Online Banking and selecting 'Cash Payout Scheme' under 'My Banking'
  3. Calling our 24-hotline (852) 2996 7288

General

What can I expect from the HSBC HK Mobile Banking app?

It was built to let our Hong Kong customers bank easily and securely on the go. Some key features you may enjoy include:

  • a seamless mobile banking experience
  • enhanced tools to help you manage your money and make transfers quickly
  • greater peace of mind through its security features

We're working hard to keep improving the HSBC HK Mobile Banking app so you can look forward to better banking.

Can I access my overseas HSBC accounts in the HSBC HK Mobile Banking app?

You'll be able to see your globally-linked accounts in the HSBC HK Mobile Banking app even though the app is only available to Hong Kong customers registered for online banking with us.

If you're registered for online banking with us in another country, you can log on to your HSBC Mobile Banking app and check if mobile banking is available for that country using the country selector. If it's available, you'll be able to access and manage the HSBC accounts you've got in that country.

Will the HSBC HK Mobile Banking App store information other than my homepage preferences?

We'll store your log on and pay/receive preferences on your device. These are specific to you and your use of the app. They don't include any of your personal information.

Any information you allow to be stored will only be stored on your device. It won't be sent back to HSBC or shared with any third parties.

I've updated my marketing preferences in other channels. Why can't I see these changes when I'm in the HSBC HK Mobile Banking app?

If you saved your changes after the cut-off time, your request will be processed on the next business day. Your changes will then be reflected in the HSBC HK Mobile Banking app.

What are 'Messages'?

You may receive confirmations on your transactions or ask us your questions in Messages. These can only be seen when you log on to online banking or the HSBC HK Mobile Banking app.

To send a Message, you need to be logged on with your Mobile Security Key or Security Device.

Please note that Messages is only for sending us enquiries and feedback. It should not be used to send us urgent banking instructions or to report urgent matters (e.g. fraud or suspicious transactions).

If you need to get in touch with us about fraud or suspicious transactions, please call us on (852) 2233 3000. Instructions received via Messages will not be processed.

Balance

What accounts can I access in the HSBC HK Mobile Banking app?

You can access all your integrated accounts including current, savings, time deposit, credit card, investment/securities (Hong Kong, US stocks and China A Shares only), gold and loans.

For other accounts and services, please use online banking instead.

Why do I see 2 different balance amounts?

One is your account ledger balance, the other is your available balance.

Your ledger balance may include cheques and/or other credits that have been deposited into the account but have not been cleared for withdrawal or have not become part of the available balance yet.

Your available balance is the amount of money in your account that's available for withdrawal.

How far back can I see my transaction history in the HSBC HK Mobile Banking app?

You can check transactions as far back as the previous statement for current, savings, gold and credit card accounts.

FPS

What's FPS?

FPS (Faster Payment System) allows you to make instant local payments to individuals and merchants in HKD and RMB for free, 24/7. It's available in online and mobile banking. You can learn more about FPS here.

Bill Payment and Transfers

How do I set my transfer limit?

You'll need your Security Device or Mobile Security Key to do it.

You can change your transfer limit to a registered or unregistered payee in online banking.

But if you just need to make a small-value payment of HKD10,000 or less, you can adjust the daily limit for it by going to 'Profile', selecting 'Pay and transfer' then 'Small-value payment limit' in the HSBC HK Mobile Banking app. The maximum daily limit for small-value payments is HKD10,000.

When I complete a transfer to a new payee, I get the error message "Your instruction of adding the payee as your registered transfer accounts cannot be processed." Why?

You may have already added this payee. To validate, you can check the "My Payees" list when making a transfer.

Alternatively, you may have inputted the incorrect account number or proxy ID (i.e. mobile, email address or FPS Identifier). Please double check the information provided.

What kinds of transfers can I make?

You can make HKD and/or foreign currency transfers to:

  • your HSBC accounts, including your overseas HSBC accounts via Global Transfers (for HSBC Premier and Advance customers only)
  • third-party local accounts with any bank

To transfer money to overseas accounts, please use online banking.

For local transfers under HKD10,000 a day, you can use FPS in the HSBC HK Mobile Banking app. With FPS, you can instantly pay individuals or merchants across participating local banks and Stored Value Facilities (SVF) operators in HKD or RMB.

You'll need your Mobile Security Key or Security Device to make these transfers.

How can I pay bills?

Go to 'Profile', select 'Pay and transfer', then 'Bill payment'.

To pay a merchant you've paid before:

  1. Go to 'Previously paid merchants'.
  2. Select the merchant, then proceed to payment.

To pay a new bill:

  1. Go to 'Full merchant list'.
  2. Select the merchant.
  3. Choose the bill type (if applicable).
  4. Enter the “Bill payee account number” to proceed to payment.

To pay bills via FPS, find 'FPS' in the menu and select 'Make a transfer', or choose 'Pay with FPS' from the log on screen to scan the QR code.

What should I enter for 'Bill payee account number'?

The bill payee account number may be different for each merchant. Please select the '?' icon next to the bill payee account number to find out more.

How do I save a merchant I just paid in my 'Previously paid merchants' list?

Once you've successfully paid a bill, the merchant will generally be added to your 'Previously paid merchants' list automatically. However, some merchants (e.g. tax payments) won't be saved in the system.

To remove a merchant from this list, please log on to online banking.

What does the amount shown under the "Payment amount" field mean?

The amount shown is the maximum daily limit for that specific merchant category you can pay. If you have already paid bills to other merchants in the same category within the same day, you can only pay the current bill with the remaining daily limit. Please note that the limit will not be refreshed immediately based on the completed payments.

How do I make a transfer to a third-party account with any local bank and add it as 'My payee'?

You can make transfers to a third-party HSBC or other local bank account the same way you make other transfers. You'll need your Mobile Security Key or Security Device to do so.

  1. Log on, go to 'Pay and transfer' and choose 'Transfer'.
  2. Select the 'From' account and the 'To' account.
  3. Go to 'All / My accounts / My payees' and choose 'New payee or select from mobile contacts' to proceed.

If you want to save the account in your 'My payees' list, simply go to the 'Account number' field and tick the 'Add to My payees' box before you proceed with the transfer. The account will be saved to your 'My payees' list once the instruction is effective.

You manage the transfer limits of accounts in 'My payees' or remove them from your list in online banking.

What does the amount under the "Payment amount" field mean?

The amount shown there is the daily maximum you can pay for that specific merchant category. If you've already paid other merchants in the same category earlier in the day, you can only pay a bill with the remaining daily limit.

Please note that the limit may not be updated immediately upon the completion of a payment.

Can I set up Hong Kong dollar (HKD) standing instructions?

Yes, you can set up Hong Kong dollar (HKD) standing instructions in the HSBC HK Mobile Banking app. When you're making a transfer, simply select 'How often' and then choose a transfer frequency.

Can I pay my taxes?

Yes, you can pay your taxes in mobile banking. Simply go to the 'Full merchant list' and select 'Inland Revenue Department', then proceed to payment.

Please note that tax payments won't be saved to your 'Previously paid merchants' list even if the payment was successful.

How do I view an eReceipt?

You can log on to online banking to view an eReceipt.

Is there a way to select the payment amount for my credit card?

Yes, you can select the amount and pay it by following these steps:

  • Go to 'Home' and choose the credit card you want to pay in 'Accounts'.
  • Select the icon in the top right corner.
  • Choose 'Pay last statement balance' or 'Pay current minimum payment amount'.
  • Select the account you wish to pay 'From'. The 'From' and 'To' accounts will be pre-filled based on your selections.
  • Complete the payment the way you would with a transfer.
What types of transactions can I view in 'Manage Future Payments'?

The following, one-time and recurring payments can be viewed:

  • transfers to HSBC accounts
  • Global Transfers
  • transfers to other local banks
  • transfers to overseas banks
  • bill payments
Can I amend my future dated payments?

Sorry, you can't amend your future dated payments. However, you can delete them and set up new instructions.

Mobile Security Key

How do I activate Mobile Security Key on my mobile device?

You'll need to have a valid and up-to-date mobile number and email address in our records in order to activate your Mobile Security Key.

Go to 'Profile' and choose 'Security'. Next, select 'Activate Mobile Security Key' and follow the instructions to complete the activation.

Your Security Device will be deactivated once your Mobile Security Key has been activated. You can return the device at any of our branches.

How do I switch my Mobile Security Key to a new device?

You can switch your Mobile Security Key from an old device to a new one if it hasn't been deactivated on your old device yet.

Download the HSBC HK Mobile Banking app on your new device. Next, go to 'Profile', choose 'Security', then 'Mobile Security Key'. You'll be asked to generate a security code on your old device and use it to activate your new device.

If you don't have your old device but you've set up dual password logon mode, you can go to 'Profile', choose 'Security' and activate your Mobile Security Key after you've logged on.

But if you don't have your old device or you haven't set up dual password logon mode, please call us so we can issue you a new Security Device. Once you've got it, you can log on to the HSBC HK Mobile Banking app, go to 'Settings' and choose 'Mobile Security Key' to activate it.

Before you get rid of your old device, please deactivate your Mobile Security Key. You can do this by going to 'Profile' and selecting 'Security' in the HSBC HK Mobile Banking app. We would also recommend that you restore your old device to its factory settings after deactivation.

What's a Mobile Security Key?

A Mobile Security Key is a digital version of your physical Security Device that is stored safely in your HSBC HK Mobile Banking app. Just like a Security Device, it provides an extra layer of protection for your accounts and transactions. It can be used to generate unique one-time security codes that you can use to log on to mobile and online banking, and to access a full range of banking services.

You can also enable biometric authentication with a Mobile Security Key. That way, you can log on to mobile banking or generate a security code to log on to online banking more quickly and easily.

Why is HSBC offering me a Mobile Security Key?

We're offering you a Mobile Security Key as it's designed to work with the HSBC HK Mobile Banking app on supported operating systems and devices. It will replace your Security Device so you don't need to carry additional devices with you to access our full range of online banking services.

You can also enjoy more security as the Mobile Security Key can only be used on your chosen device.

Can I have a Mobile Security Key on more than 1 device?

No, your Mobile Security Key can only be registered to one device at a time for security reasons.

If you'd like to switch your Mobile Security Key onto another device, please log on to the HSBC HK Mobile Banking app on that device, then go to 'Profile', then select 'Security'. Next, choose 'Activate on another device' and follow the instructions shown.

Why must I set up a Mobile Security Key password?

You'll be asked to set up a Mobile Security Key password to help prevent anyone else from generating a security code using your device.

It will also serve as an alternative way to log on when you can't use biometric authentication (e.g. when you're wearing a mask or gloves).

What if I forget my Mobile Security Key password?

You can select 'Forgotten Mobile Security Key password?' on the log on page, then reset your password by answering your security questions and using a one-time passcode.

You'll need to have a valid and up-to-date mobile number and email address in our records in order to reset this.

Can I change my Mobile Security Key password in the future?

Yes, you can change your Mobile Security Key password any time in the HSBC HK Mobile Banking app. Simply log on, go to 'Profile', select 'Security' and then 'Change password', then go to 'Mobile Security Key' and choose ‘Change password’.

Do I have to use my Mobile Security Key every time I log on to the HSBC HK Mobile Banking app?

Yes, you need to use your Mobile Security Key to log on to mobile banking on a device that has an activated Mobile Security Key.

Although you won't need your username and memorable answer to log on to mobile banking with a Mobile Security Key, you'll still need these credentials to log on to online banking.

How do I use my Mobile Security Key to log on to online banking?

You can use your Mobile Security Key to generate a security code to log on to online banking with. Simply follow these steps, which will also be shown on the online banking log on page.

  1. Open the HSBC HK Mobile Banking app on your Mobile Security Key-activated device.
  2. Select 'Generate Security Code' from the bottom of the screen in the app.
  3. Choose 'Log on'.
  4. Type in your Mobile Security Key password and select 'Generate code'. Alternatively, you can use biometric authentication to do this if you've enabled it.
  5. Enter the security code in the field on the online banking log on page.
Can someone else log on to their mobile banking on my Mobile Security Key-activated device?

No, your Mobile Security Key is linked to your personal accounts once activated so only you can access your accounts on your Mobile Security Key-activated device. No one else can log on to their mobile banking using that device.

Can I have a physical Security Device as well as Mobile Security Key?

You can only have either a Security Device or a Mobile Security Key. You can own and activate only one at a time so as to keep your accounts secure.

We recommend choosing a Mobile Security Key so you won't need to carry an additional Security Device with you. It offers a more convenient way to access our full range of mobile and online banking services.

What happens if my Mobile Security Key-activated device is lost or stolen?

Call us so we can suspend your online banking immediately and prevent anyone else from accessing your accounts.

What do I need to do if I've changed the SIM card or mobile number on my Mobile Security Key-activated device?

If you've changed your SIM card, you don't need to do anything since your Mobile Security Key is tied to your device, not your SIM card or mobile number.

If you've changed your mobile number, please update your contact details in online banking. You'll need your Security Device or Mobile Security Key to do this. Simply log on, then go to 'Change Personal Information and Address'.

Can I use an overseas mobile number to activate my Mobile Security Key?

Yes, as long as you're able to receive text messages for the number in the country you're in. That's because we'll send an activation code to that number once you've successfully registered it in our records.

I'm visually impaired and I use a Security Device. Can I use the Mobile Security Key?

Our HSBC HK Mobile Banking app follows accessibility standards so visually impaired customers can also activate and use the Mobile Security Key. But if you're unsure, you can still use your Security Device which is designed for visually impaired customers.

Can I use the Mobile Security Key on someone else's device if I don't have mine with me?

No, your Mobile Security Key is tied to your personal device. We highly recommend that you activate your Mobile Security Key on the device you use regularly.

I share my device with someone else. Why can't we log on to both our HSBC accounts?

Once you've activated Mobile Security Key on a device, your Mobile Security Key will be linked to your personal accounts. Only you can access your accounts using that Mobile Security Key-activated device. No one else will be able to log on to their mobile banking with your Mobile Security Key-activated device.

How do I log on to the HSBC HK Mobile Banking app if I switch my Mobile Security Key to another device where biometric authentication is unavailable?

If biometric authentication is not available on that device, you'll need to use other ways of logging on to mobile banking, such as with your Mobile Security Key password.

Touch ID

Can someone else log on to my HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Touch ID in the HSBC HK Mobile Banking app, any fingerprint stored on your device can be used to log on to mobile banking. We recommend enabling Touch ID only if yours are the only fingerprints stored on your device. You can always add or remove fingerprints in 'Settings' on your device.

Your fingerprints will not be stored in the HSBC HK Mobile Banking app or anywhere within HSBC records.

What's Touch ID and how do I enable it in the HSBC HK Mobile Banking app?

Touch ID is a easy alternative to entering your Mobile Security Key password if you're on an iOS device. You can log on and authorise transactions in the HSBC HK Mobile Banking app with just your fingerprint.

You can either enable Touch ID when you next log on after setting up your Mobile Security Key, or do it later with your Mobile Security Key password by going to 'Profile' and selecting 'Security'.

All transactions which usually require authorisation can be authorised easily and conveniently with Touch ID. You can enable transaction authorisation after you've enabled Touch ID in mobile banking or do it later in by going to 'Profile' and selecting 'Security'.

Which devices can I use Touch ID on?

Touch ID is available on supported iOS and iPadOS devices. You'll need to activate your Mobile Security Key in order to use Touch ID in mobile banking.

If you're using an Android™ device, please refer to the 'Fingerprint ID' section.

Is Touch ID safe?

You can only log on to the HSBC HK Mobile Banking app using Touch ID on your Mobile Security Key-activated device. Only fingerprints stored on your device can be used to log on.

Your fingerprints won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Profile', choose 'Security' and use your Mobile Security Key to enable or disable Touch ID any time.

What happens if I change my Touch ID settings?

If you change the fingerprints stored on your device, change or reset your Mobile Security Key password, you'll need to confirm your fingerprint again when you next log on to the HSBC HK Mobile Banking app.

You can disable Touch ID in by going to 'Profile' and choosing 'Security' after logging on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my fingerprint is not recognised?

Yes, your Mobile Security Key password is always available, and you can switch between using Touch ID and your Mobile Security Key password.

What should I do if my Touch ID-enabled device is lost or stolen?

Call us so we can suspend your online banking immediately and prevent anyone else from accessing your accounts.

How can I disable Touch ID in the HSBC HK Mobile Banking app?

To disable Touch ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

Face ID

What's Face ID and how do I enable it in the HSBC HK Mobile Banking app?

Face ID lets you log on and authorise transactions in the HSBC HK Mobile Banking app in a simple, secure and quick way using the facial map stored on your iOS or iPadOS device. It's an easy alternative to entering your Mobile Security Key password.

You can enable Face ID when you next log on after setting up your Mobile Security Key, or do it later in 'Settings' with your Mobile Security Key password.

You can enable transaction authorisation after enabling Face ID, or do it later in 'Profile by selecting 'Security''. All transactions which usually require authorisation can be authorised easily and conveniently with Face ID.

Which devices can I use Face ID on?

Face ID is available on supported iOS and iPadOS devices. If you have the latest HSBC HK Mobile Banking app on a Mobile Security Key-activated device, you can enable Face ID so you can log on and authorise transactions with a smile.

My siblings and I look very much alike. Will they be able to log on to my HSBC HK Mobile Banking app using Face ID?

Please note that the probability of a false match using Face ID can depend on circumstances like how much your twin or sibling looks like you, and if you've disabled the 'Require Attention for Face ID' function on your device.

Please read the Terms and Conditions carefully so you know what the risks and consequences are, before you enable Face ID.

I am currently using Mobile Security Key and Touch ID on the HSBC Mobile Banking app. If I don't enable Face ID on my new iPhone X series model, can I still use the app?

Yes. You can still switch the Mobile Security Key to your iPhone X series model and use the app. Please use the Mobile Security Key password to log on and confirm transactions.

Is Face ID safe?

You can only log on to the HSBC HK Mobile Banking app using Face ID on your Mobile Security Key-activated device. Only the facial map stored on your device can be used to log on.

Your facial map won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Profile', select 'Security' and use your Mobile Security Key to enable or disable Face ID any time.

Please note that the probability of a false match using Face ID can depend on circumstances like how much your twin or sibling looks like you, and if you've disabled the 'Require attention for Face ID' function on your device.

Please read the Terms and Conditions carefully so you know what the risks and consequences are, before you enable Face ID.

If you're concerned, you can enable 'Require Attention for Face ID' on your device, or use your Mobile Security Key password to log on instead.

What happens if I change my Face ID settings?

If you change the Face ID settings on your device, change or reset your Mobile Security Key password, you'll need to confirm your facial map again when you next log on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my face is not recognised?

Yes, your Mobile Security Key password is always available, and you can switch between using Face ID and your Mobile Security Key password.

How do I disable Face ID in the HSBC HK Mobile Banking app?

To disable Face ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

What should I do if my Face ID-enabled device is lost or stolen?

Call us so we can suspend your online banking immediately and prevent anyone else from accessing your accounts.

Where will my facial map be stored?

The facial map stored on your device will be used in the HSBC HK Mobile Banking app. It will not be stored in the the HSBC HK Mobile Banking app or in HSBC records.

If I chose 'Don't allow' when asked whether I wanted to set up Face ID for the HSBC HK Mobile Banking app, can I enable it later?

Yes, you can. First, you'll need to go to your device settings and find 'Face ID & Passcode'. Choose 'Other Apps' and turn on Face ID access for the HSBC HK Mobile Banking app.

Next, log on to the HSBC HK Mobile Banking app. Go to 'Settings' 'Profile', choose 'Security' and enable Face ID.

Fingerprint ID

What's Fingerprint ID and how do I enable it in the HSBC HK Mobile Banking app?

Fingerprint ID is a easy alternative to entering your Mobile Security Key password if you're on an Android™ device. You can log on and authorise transactions in the HSBC HK Mobile Banking app with just your fingerprint.

you can either enable Fingerprint ID when you next log on after setting up your Mobile Security Key, or do it later with your Mobile Security Key password by going to 'Profile' and selecting 'Security'.

All transactions which usually require authorisation can be authorised easily and conveniently with Fingerprint ID. You can enable transaction authorisation after you've enabled Fingerprint ID in mobile banking or do it later by going to 'Profile' and selecting 'Security'.

Which devices can I use Fingerprint ID on?

Fingerprint ID is currently available only on compatible Android™ devices and only when you've activated your Mobile Security Key on it.

You can check if yours is on our list of supported Android™ devices here. We're working hard to support more Android ™ devices so long as they meet our requirements in protecting you from security risks.

If you're using an Android™ device, please refer to the 'Fingerprint ID' section.

Why is fingerprint authentication only available on selected Android™ devices?

We only support Fingerprint ID on Android™ devices that meet our security requirements. This protects your personal and financial information.

Is Fingerprint ID safe?

You can only log on to the HSBC HK Mobile Banking app using Fingerprint ID on your Mobile Security Key-activated device. Only fingerprints stored on your device can be used to log on.

Your fingerprints won't be stored in the HSBC HK Mobile Banking app or kept in HSBC records. You can go to 'Profile', select 'Security' and use your Mobile Security Key to enable or disable Fingerprint ID any time.

What happens if I change my Fingerprint ID settings?

If you change the fingerprints stored on your device, change or reset your Mobile Security Key password, you'll need to confirm your fingerprint again when you next log on to the HSBC HK Mobile Banking app.

You can disable Fingerprint ID in by going to 'Profile' and choosing 'Security' after logging on to the HSBC HK Mobile Banking app.

Can I still log on to mobile banking with my Mobile Security Key if my fingerprint is not recognised?

Yes, your Mobile Security Key password is always available, and you can switch between using Fingerprint ID and your Mobile Security Key password.

Can someone else log on to my HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Fingerprint ID in the HSBC HK Mobile Banking app, any fingerprint stored on your device can be used to log on to mobile banking. We recommend enabling Fingerprint ID only if yours are the only fingerprints stored on your device. You can always add or remove fingerprints in 'Settings' on your device.

Your fingerprints will not be stored in the HSBC HK Mobile Banking app or anywhere within HSBC records.

How can I disable Fingerprint ID in the HSBC HK Mobile Banking app?

To disable Fingerprint ID, log on to the HSBC HK Mobile Banking app, go to 'Profile' and select 'Security'.

What should I do if my Fingerprint ID-enabled device is lost or stolen?

Call us so we can suspend your online banking immediately and prevent anyone else from accessing your accounts.

Global View and Global Transfer

How can I see my Global View accounts?

First, please log on to online banking to add or remove accounts. Next, you'll be able to see an overview of all your local and globally linked accounts in the HSBC HK Mobile Banking app.

Can I make forward-dated or recurring transfers via Global Transfer in the HSBC HK Mobile Banking app?

You can make instant and one-time forward-dated transfers using Global Transfer in the HSBC HK Mobile Banking app, but not recurring transfers.

Stocks

How do I buy stocks on the HSBC HK Mobile Banking app?

You can buy stocks by accessing the Investment tab at the bottom of the account summary screen after log on. You can either scroll down and select “Trade Stocks” within the Product & Services section or directly click on stocks when you have existing stock holdings. Simply search for the desired stock you would like to buy and follow the buy instructions to complete your transaction.

How do I sell my existing stocks on the HSBC HK Mobile Banking app?

You can sell stocks by accessing the Investment tab at the bottom of the account summary screen after log on. Please select stocks to see your existing stock holdings and then click on the stock you would like to sell. You are able to sell the existing available balance which will be displayed during the sell journey. Please follow the sell instructions to complete your transaction.

Where can I view my order status on the HSBC HK Mobile Banking app?

You can view your order status by accessing the investment tab at the bottom of the account summary screen after log on. Please scroll down and select Stocks Order Status. You can use different filters to search for your respective orders. Note that each order has an order status to indicate the latest status of your order.

How do I know if my order has been received on the HSBC HK Mobile Banking app?

You are able to review the latest order status within the order status page. Click on the Investment tab and select Stock Order Status. Your order will show with the corresponding order status.

What is the maximum date range I can select to check past order status on the HSBC HK Mobile Banking app?

The maximum date range you can view is 30 calendar days. If you apply a filter on the orders, you will be able to select up to 10 calendar days at once.

What is the maximum amount of stock I can buy?

The maximum amount you can use for a buy order is indicated by the account buying power. The account buying power is indicated on the order details input page when you are inserting the order.

What is the full list of order status shown within the HSBC HK Mobile Banking app?

After you place an order, the order status will be ‘Pending Dealing’ (during business hours) or ‘Pending Capture’ (after business hours). The possible order statuses include:

  • Fully Executed: all order quantity is executed upon the order expiry date.
  • Partially Executed: part of the order quantity is executed upon the order expiry date.
  • Unexecuted: order cannot be executed upon the order expiry date.
  • Fully Cancelled: request of order cancellation is accepted by broker (without partial executions).
  • Partially Cancelled: request of order cancellation is partially accepted by broker (with partial executions).
  • Pending Amendment: pending broker's acceptance of the request for order amendment, no further amendment/cancellation is allowed.
  • Pending Cancellation: pending broker's acceptance of the request for order cancellation, no further amendment/cancellation is allowed.
  • Pending Dealing: pending order execution.
  • Pending Capture: order received after business hours and pending validity checking. For orders with "pending capture" status, customers must check whether such orders have been successfully captured by the Bank with a "pending dealing" status or rejected due to insufficient funds or other reasons before market open on the next business day.
Where can I subscribe IPO / IPO Loan on the HSBC HK Mobile Banking app?

IPO / IPO loan is no longer supported via the HSBC HK Mobile Banking app. Please download HSBC Easy Invest app to subscribe to IPO / IPO Loan via Mobile Banking or log on to Personal Internet Banking

Does the stock price chart support trend lines or technical indicators on the HSBC HK Mobile Banking app?

The charts within the HSBC HK mobile banking app do not support trend lines and technical indicators. You can interact with the charts to see the daily details of the stock price e.g. day low, day high, closing price, price change for each day. For more comprehensive chart details, you can try our dedicated stock trading app HSBC HK Easy Invest.

Where can I see my stock watch list on the HSBC HK Mobile Banking app?

We currently do not offer a stock watch list function within the HSBC HK Mobile Banking app. If you would like to set up a watch list please use HSBC HK Easy Invest or Online Banking to manage and monitor your watch list.

I previously set up a stock watch list on the HSBC HK Mobile Banking app. Where can I access the list?

We no longer support the stock watch list function on the HSBC HK Mobile Banking app. If you would like to set up a watch list please use HSBC HK Easy Invest or Online Banking to set up a new watch list.

Why are the stock price quotes different before and after I log on?

The quotes you see before you log on are at least 15 minutes behind, while the ones you see after you've logged on are in real time unless otherwise stated.

Can I use the Stock Alerts Service?

Our Stocks Alerts Service is available to existing HSBC online banking customers who are registered for eAlerts and have an investment account.

As of March 2019, Stock Alerts are sent only by text messages. To register for this service, please log on to online banking and make sure you have a valid Hong Kong mobile number in our records.

Please note that this service is intended for distribution in Hong Kong only, and not to persons in jurisdictions where such distribution or use would go against the laws and regulations of those jurisdictions, including the US. If you reside outside Hong Kong, please do not subscribe to this service.

We won't send alerts to customers identified as US citizens or have a US address in our records, even if they've previously registered for this service.

Is the Stock Alerts Service free?

We're currently providing the Stock Alerts Service for free, but charges from your telecom service provider may apply.

How are Stock Alerts triggered?

They're triggered based on real-time stock prices or indices, at which we send alerts to your registered Hong Kong mobile number. We can watch up to 20 stocks for you at a time. You can set an alert for a stock or index when it's 1 point higher or lower than the nominal price.

Investment

How many holdings will be shown under the investment tab?

Currently, the HSBC Investment section consists of 4 types of holdings, including securities, unit trusts, bonds and ELIs. We are now adding two more products namely Capital Protected Investment (CPI) CPI and Deposit Plus (DPS). All of your settled position will be shown under the Investment tab, except in case of CPI and DPS which shall show the nominal value.

Please be reminded that the securities holding in the HSBC Easy Invest app is now showing the executed position, which means this is reflected after the transaction is completed. The securities holding in Investment tab is reflecting the settled position.

Where can I see my holdings of FlexInvest?

The holding of FlexInvest will be located under the Unit Trust section of the investment tab.

How is the Total Market Value of all holdings shown in the investment tab calculated?

The total market values is calculated by the sum of all holding balances in HKD.

Why is the holding value on the Account summary screen different compared to the total market value within the investment tab?

This is due to difference in price used for computing market value of Stock holdings. The Stock price used for investment holding balance on the account summary screen is the closing price (T-1 or current trading-day close) applied on the settled position of Stocks; whereas the Stock price used for calculating holding value within the investment tab is the latest market price (with a delay of at least 15 minutes). However, for products other than Stocks, there is no difference in market value.

Will joint account be shown in the investment tab?

Yes, joint accounts are shown in the investment tab.

What is the market price used to calculate holding value for various products within the investment tab?

The market price used to calculate the holding balance is specific to each product type. Stocks are shown with 15 minutes delay; Unit Trust will have intra-day update price from fund house; ELI and Bonds will show the T-1 closing price. The market price is not applicable for CPI and DPS.

Where can I access my Risk Profiling Questionnaire on the HSBC HK Mobile Banking app?

You can access the Risk Profiling Questionnaire via the top right Profile Icon. Please click on Investment and select Risk Profiling Questionnaire.

Push Notifications

What's a push notification?

A push notification is an alert you may receive on your device from the HSBC HK Mobile Banking app if you've enabled your Mobile Security Key.

What kinds of account notifications will I receive and can I change my preferences?

You'll receive notifications for eStatements and eAdvice, incoming FPS funds and credit card payments. We may send you other kinds of notifications in the future.

To change your preference, go to 'Profile' and choose 'Communication preferences'.

Will the push notifications show details of my transfers?

For your account eStatement/eAdvice, only the first 6 digits of your account number will be shown.

For FPS payments, only the last name and initials of the payer and the first 6 digits of your account number will be shown.

Can I disable push notifications from the HSBC HK Mobile Banking app?

Yes, you can disable push notifications from the app. Here's how:

  1. Log on and go to 'Profile'.
  2. Select 'Communication preferences'.
  3. Select 'Notification preferences'.
  4. Tap the toggle to switch off 'Receive account notifications'.
Will notifications be stored in the app and will I need to delete them?

Push notifications are not stored in the app and they can't be saved. This means you don't need to delete them.

We'll also send emails to you along with the push notifications. If you want to see the transaction details, you can refer to the email.

What should I do if my push notification-enabled device is lost or stolen?

Enable push notifications on your new device as soon as possible. Once you've done that, we'll send notifications to that device only.

Don't worry, sensitive information such as your account number and name are masked in push notifications for your security./p>

Why can't I enable push notifications?

Please check if you've activated your Mobile Security Key - you'll need it to enable push notifications.

You may also be using a device or operating system that we don't currently support. For more information, please visit the Mobile Security Key page.

Can I receive notifications on another mobile device?

We send push notifications to the device on which you activated your Mobile Security Key only, for security reasons.

Are push notifications free?

Yes, you'll receive push notifications for free.

I sometimes don't receive push notifications. Why is that?

You may not receive push notifications when you don't have a stable Wi-Fi or cellular data connection.

If you're on an Android™ device, please note that Google services are limited in some countries and territories. That means your Android™ device may not be able to receive push notifications while in those areas.

Can I change the language for my push notifications?

Yes, you can change the language for your push notifications in online banking.

  1. Log on and select your name.
  2. Choose 'Personal details', then 'Next'.
  3. Go to 'Customer preference' and pick your preferred language in 'Language preference - written'.

Security tips

Can I exit the HSBC HK Mobile Banking app just by closing it or switching off my device?

We highly recommend that you close the HSBC HK Mobile Banking app properly by going to 'Profile' and tapping 'Log off' at the bottom of the screen.

Why can't I access the HSBC HK Mobile Banking app when there's a blue light filter app on my device?

If you've installed and enabled a blue light filter app on your device, you won't be able to access the HSBC HK Mobile Banking app. That's because such apps interfere with our security measures which are designed to protect your banking information.

Please disable the blue light filter app on your device to access the HSBC HK Mobile Banking app.

What should I do if my device has been jailbroken, rooted or modified?

You won't be able to continue using our app if your device has been modified. Please log off and uninstall the app, then download the HSBC HK Mobile Banking app again from the official app stores.

You'll see a message if your device is detected as jailbroken / rooted. Your device may be less secure against fraudulent transactions. You won't be able to use our app for security reasons. Please use our app on a device that's not jailbroken / rooted instead.

I can't access the HSBC HK Mobile Banking app anymore on my Mobile Security Key-activated device as it's jailbroken / rooted. What can I do?

You won't be able to use our app on a jailbroken / rooted device as it's less secure against fraudulent transactions.

If you want to use mobile banking, please call us on (852) 2233 3000. We can send you a Security Device or remove your Mobile Security Key from the jailbroken / rooted device for you. You can then activate your Mobile Security Key again on a device that's not jailbroken / rooted.

In the meantime, if you've enabled logging on with dual passwords, you can log on with a different device, use online banking or other ways to bank.

Here are some tips to keep your accounts secure when you log on to mobile banking on mobile phones and tablets. You can find even more tips for safer online and mobile banking on our website.
  • Don't store your username and password on your devices.
  • Install the latest anti-virus and anti-spyware software on your devices, and update them regularly.
  • Avoid sharing your devices with others. Use only your own devices to log on.
  • Don't leave your devices unattended after logging on to online or mobile banking. Always log off properly when your'e done.
  • Wipe the data on your old devices before donating, reselling or recycling them.
  • Review your transaction history in online banking if you lose a device. Call us on 2233 3000 to report the loss and any suspicious transactions. You should also enable wiping access remotely.
  • Put an automatic lock on your phone so it requires a password/passcode to prevent unauthorised access to your device.
  • Use only trusted Wi-Fi networks or service providers, and enable security protection such as Wi-Fi Protected Access (WPA) if you can.
  • Disable Bluetooth if you're not using it, or set your device to non-discoverable mode.
  • Use the original default browser on the device rather than browsers downloaded from other sources.
  • Don't use a jailbroken / rooted device to log on to your banking as it may have security loopholes.
  • Don't install apps or keyboards from sources you can't trust on your device. Make sure you understand the permissions you're allowing the app before installing it.
  • Install updates and patches for your device as soon as you can, including any app and operating system upgrades/updates. If you can, enable data encryption on your device.
  • Always enter www.hsbc.com.hk directly into the browser or use the HSBC HK Mobile Banking app downloaded from official app stores to avoid fraudulent websites and apps.
  • Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this appears as a padlock next to our bank name at the top of the page. Note: this may be hidden on some screens and will show up only when you're scrolling down the page.
  • Don't enable any blue light filter apps to run when you're using the HSBC HK Mobile Banking app as they may interfere with our security measures which are designed to protect your banking information.
  • Don't mirror your screen so that other people can see it too.

Mobile Account Opening

General and eligibility

How is this different from opening an account at a HSBC branch?

The HSBC HK Mobile Banking app lets you open your account in less than 15 minutes. There is no need to go to the branch and submit your ID card or any other documents. As soon as you're done with Personal Internet Banking registration, you'll be able to access your account using the app or online banking.

Am I eligible to open an account with the HSBC HK Mobile Banking app?

Yes, if you meet ALL the following criteria:

  • Permanent Hong Kong resident
  • Residing in Hong Kong
  • Age 18 - 65
  • Do not hold any of the following:
    • HSBC banking or Time Deposit Accounts
    • HSBC Investment Accounts (e.g. account suffix 381 or 383)
    • HSBC credit cards (including supplementary credit cards)
I am an existing HSBC customer and I want to upgrade my account, can I do that with the HSBC HK Mobile Banking app?

Not right now, but you can do it by logging on to HSBC Online Banking or by calling our customer service hotline at (852) 2233 3722 from 9am to 8pm Monday to Friday, 9am to 5pm on Saturday. You can also visit one of our branches to find out more about your account upgrade with our staff.

I used to have accounts or cards with HSBC but I have closed them all. Can I use this service?

Yes. As long as you don't currently have any accounts or credit cards with us and you meet the other requirements, you can use the HSBC Mobile Banking app to open your account.

Account opening process

How do I open an account online?

First you need to download the latest version of the HSBC HK Mobile Banking app. Have your HKID ready to start the process, and be ready to take a selfie as the final step. If you are US resident, we will ask you to provide further documentation and our staff will contact you for next step.

What kind of account can I open?

You can open a Premier, Advance, or Personal Integrated Account. Please note that you can't use the service to open an investment account or apply for a credit card or cheque book, but you can do these things at our branches, or using online banking, or at an ATM. For investment account opening, please bring along your address proof issued within past 3 months.

Will I receive an ATM card after using the HSBC HK Mobile Banking app to open an account?

Yes. You'll receive your ATM card in the mail after 3 working days (Monday to Friday, except Saturday, Sunday and Public Holiday). You'll get a separate mail with your ATM pin to activate your card.

If I don’t register for HSBC Personal Internet Banking right after the account opening process in the app, how can I apply again?

You'll need to wait until you receive your ATM PIN, and use that to register for Personal Internet Banking.

I need to open an investment account as well. How do I do that?

Please visit one of our branches to open your investment account. You'll need to bring along address proof issued within the past 3 months.

How will I know if my account opening was successful?

You'll see a confirmation message when you finish the account opening process. In addition, we'll send a welcome SMS to your registered mobile number, followed by a welcome email to your registered email address within 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday).

I received the message: “We are sorry that we are unable to proceed with your account opening application, we will be contacting you in 2 working days for getting additional details from you.” What should I do?

Please wait patiently, our staff will contact you with 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) to help you with the application. We might need you to provide some supporting documents or answer some follow-up questions.

I didn't receive the SMS verification code while trying to open my account. What should I do?

First, please make sure you have entered the correct mobile phone number. If the number is correct, request another code. Please note, we will send a maximum of 3 SMS codes to the same mobile number. After that, you'll need to wait 120 minutes to try again.

I accidentally closed the window in the middle of the account opening process. What should I do?

If you closed the window before you received your account number, you'll need to start a new application. If you closed the window after receiving your account number, you'll need to wait for your ATM card and PIN to arrive in the mail.

Deposit requirements

Do I need to deposit a certain amount of money into my newly opened account?

There is no minimum account balance for Personal Integrated Account. HSBC Advance has no monthly service fee, but you are required to maintain a Total Relationship Balance of HKD200,000 or more. For HSBC Premier, your Total Relationship Balance must be at least HKD1,000,000, or a monthly service fee will be charged.

Does my newly opened account support multiple currencies?

Yes integrated account supports HKD savings and current accounts, and 11 major foreign currency savings accounts, including RMB.

Other enquiries

I opened the account on a Saturday night, but did not receive any SMS. Does it mean my account opening was not successful?

If you saw an account number after the final step, it means your account has been opened successfully. You will receive your ATM card soon.

If you didn't see an account number, please wait 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) for our staff to contact you for more support.

How soon until I can use my account?

As soon as you open your account and register for Personal Internet Banking, you can start depositing money. However, please note that it will be 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday) before you can withdraw money from your new account.

How soon can I withdraw money from my account?

You can withdraw money from your account in 2 working days (Monday to Friday, except Saturday, Sunday and Public Holiday). However, you can view your account details via the HSBC HK Mobile Banking app or online banking as soon as you register for Personal Internet Banking.

Is the HSBC HK Mobile Banking app a secure way to open an account?

Yes. Data security is our top priority. We strive at all times to ensure that your personal data is protected against unauthorised or accidental access, processing or erasure. We maintain this commitment to data security by implementing appropriate physical, electronic and managerial measures to safeguard and secure your personal data.

How do I order a chequebook?

Your signature is required before you can order a chequebook. Please visit one of our branches to submit your signature in person.

To which third party service provider will my HKID card copy and selfie be transferred?

Your selfie and HKID card copy will be transferred to TransUnion Limited where it will be held for 7 days and then deleted.

eStatement and eAdvice

Will I be notified when a new eStatement or eAdvice is available?

We'll send you a push notification, email or text message when it's ready. Please keep your email address and mobile number up to date in our records so you'll receive them. You can update your contact details in online banking.

We recommend checking your emails or online banking regularly to review your latest eStatements and eAdvice, so you'll know if you need to do anything about them. 

What's the eStatements and eAdvice service? What are its benefits?

Our eStatements and eAdvice service lets you access your statements and advice in online and mobile banking. By signing up for it, you'll help to save the environment by using less paper while getting the information more quickly. Of course, you can still print eStatements and eAdvice for your own records or save them on your computer if you'd like.

It's free and simple to use. You can sign up for it in minutes, or if you just opened a new account, you'll be automatically registered for it. What's more, you can get statements and advice for your different accounts securely with just this one service. You can access them any time once they're ready even when you're on the go.

You'll be able to view and download eStatements # from the last 7 years (84 months) *, and eAdvice from the last 3 months.

# available in online banking only.

* eStatements for integrated accounts, HKD Current and Savings accounts are retained for up to 84 months

* Credit card eStatements will also be accumulated for up to 84 months. If you don't see one, you can ask for a paper statement and we'll waive the fee.

* eStatements for other accounts (including investment and securities accounts) are retained for up to 24 months.

As a gentle reminder, we'll send you a push notification, email or text message when your latest eStatement is ready.

Credit Card

How do I manage my credit cards in mobile banking? 

Simply log on to the HSBC HK Mobile Banking app, select a credit card and choose 'Manage cards'.

How do I block my credit card temporarily?

You can put a temporary block on your credit card if you've misplaced it. Here's how:

  1. Log on to the HSBC HK Mobile Banking app.
  2. Select the card you want to block and choose 'Manage cards'.
  3. Tap the toggle to block the card.
How long can I temporarily block my credit card for?

You can block your card for up to 60 days but you can unblock it any time within those 60 days.

If you've misplaced your card and blocked it, but you can't find your card and unblock it within those 60 days, it will automatically be reported as lost on the 61st day. 

What happens when my credit card has been temporarily blocked?

All transactions on that credit card will be blocked, including any mobile transactions or ATM functions.

What transactions can still be made after my credit card is blocked?

Transactions that don't require authorisation or re-authorisation can still be made. These include:

  • Existing Direct Debit (e.g. Octopus Auto Add Value Service)
  • recurring automatic payments and instalments (e.g. goods bought in retail stores)
  • contactless payment transactions under HKD1,000

Please note that you'll remain responsible for these transactions.

How do I unblock my credit card?

You can unblock your card in mobile banking. Here's how:

  1. Log on to the HSBC HK Mobile Banking app.
  2. Select the card you want to unblock and choose 'Manage cards'.
  3. Tap the toggle to unblock the card.
Is there a way to select the payment amount for my credit card?

Yes, you can select the amount and pay it by following these steps:

  • Go to 'Home' and choose the credit card you want to pay in 'Accounts'.
  • Select the icon in the top right corner.
  • Choose 'Pay last statement balance' or 'Pay current minimum payment amount'.
  • Select the account you wish to pay 'From'. The 'From' and 'To' accounts will be pre-filled based on your selections.
  • Complete the payment the way you would with a transfer.

Cash Payout Scheme

General

What is the Cash Payout Scheme?

The Cash Payout Scheme is proposed by the Hong Kong government to provide financial assistance to Hong Kong residents in the face of the current COVID-19 pandemic.

For more information about the Cash Payout Scheme, please visit our website at www.hsbc.com.hk/campaigns/cash-payout-scheme and the government's Cash Payout Scheme website at www.cashpayout.gov.hk.

How do I register for the Cash Payout scheme online?

You can register for the Cash Payout Scheme with us through:

  1. Online Banking
  2. Mobile Banking
  3. HSBC’s website
Can I submit more than one online registration?

We recommend that you submit only once via HSBC or any other banks that offer online registration.

Registration

Where can I find the registration page on Online Banking?

You can access the registration page for the Cash Payout Scheme on Online Banking by:

  1. Logging on to Online Banking,
  2. Selecting 'My banking '
  3. Selecting 'Cash Payout Scheme'.

You will also receive a popup notification with a prompt to register for the Cash Payout Scheme, upon your first login to your Online Banking.

Where can I find the registration on the HSBC HK Mobile Banking app?

You can access the registration page for the Cash Payout Scheme on Mobile Banking by:

  1. Log on to the HSBC HK Mobile Banking app.
  2. Scroll down in 'Home' and choose 'Cash Payout Scheme'.

You will also receive a popup notification with a prompt to register for the Cash Payout Scheme upon your first three logins to your HSBC HK Mobile Banking.

I want to register for the Cash Payout Scheme with an account that is not shown on my registration page. How can I select that account?

You can only register with these active sole-name HKD saving and current accounts:

  • HSBC Jade (HKD savings and current accounts)
  • HSBC Premier (HKD savings and current accounts)
  • HSBC Advance (HKD savings and current accounts)
  • Personal Integrated Account (HKD savings and current accounts)
  • Hong Kong Dollar Savings Account
  • Hong Kong Dollar Current Account
  • Super Ease Account
  • University Student Account
  • Cash Card
  • Hong Kong Dollar Statement Savings Account
  • Revolving Credit Facility Account
  • AssetLink Account
  • Personal Overdraft Account

All other accounts are ineligible and can't be used to register for the Cash Payout Scheme.

What account types do HSBC support for the Cash Payout Scheme?

You can only register with these active sole-name HKD saving and current accounts:

  • HSBC Jade (HKD savings and current accounts)
  • HSBC Premier (HKD savings and current accounts)
  • HSBC Advance (HKD savings and current accounts)
  • Personal Integrated Account (HKD savings and current accounts)
  • Hong Kong Dollar Savings Account
  • Hong Kong Dollar Current Account
  • Super Ease Account
  • University Student Account
  • Cash Card
  • Hong Kong Dollar Statement Savings Account
  • Revolving Credit Facility Account
  • AssetLink Account
  • Personal Overdraft Account

All other accounts are ineligible and can't be used to register for the Cash Payout Scheme.

I want to register with a different phone number than the one on bank record. How do I change my contact number when registering?

If you want to register with a different number than the one on bank record, please select 'Input 8-digit contact telephone number' and enter your preferred phone number. The new contact number provided in your registration will not be updated to the bank record.

The phone number on bank record is incorrect. How do I change it for my registration?

If you want to change your phone number on bank record, please update it via Online Banking, visit one of our branches, or call us for assistance:

HSBC Jade customers
(852) 2233 3033

HSBC Premier customer
(852) 2233 3322

HSBC Advance customers
(852) 2748 8333

Other customers
(852) 2233 3000

Please proceed with your registration after your phone number has been updated.

If I register with a different phone number than the one on bank record, will my contact number be updated in the bank record?

No, your phone number will only be used to register for the Cash Payout Scheme. Your contact details in our record won't be updated.

I don't have a Hong Kong phone number or I want to register with an overseas number. Can I register with an overseas phone number?

You can only register with an international phone number if we have it in our bank record. In this case, please select 'Use bank record' during registration. Otherwise, you can only input a Hong Kong phone number that is SMS-enabled.

Why is half of my phone number on bank record masked?

For your privacy and security, we've masked your phone number. If you're unsure about the masked phone number, please select 'Edit' to return to the previous page and input your phone number manually.

I entered a new contact number for the registration but I haven’t received an SMS confirmation. How do I know my registration has been submitted?

If your online registration was successful, your status will be updated on the Cash Payout Scheme page on your HSBC Online Banking or HSBC HK Mobile bank app in 2-3 business days. Otherwise you can also call our 24hour hotline 2996 7288 to check your registration status.

Declaration & Verification

What is the 'Declaration and Undertaking of Registrant' and why must I agree to it to register?

The 'Declaration and Undertaking of Registrant' is an agreement provided by the Hong Kong government. Please make sure to read through and understand the content before proceeding with your registration. By agreeing to the document, you understand the purpose and any legal responsibilities regarding the Cash Payout Scheme.

Can I edit my details after submitting my registration?

If you've successfully submitted your registration to us, you won't be able to edit your submission. If you need to amend or cancel your registration, please call the government hotline 182020.

Submission

Can I cancel my submission with HSBC?

If you need to amend or cancel your registration, please call the government hotline 182020.

How do I find my application reference number?

You can log on to Online Banking or Mobile Banking to check your registration status. Alternatively, you can call our 24-hour hotline (852) 2996 7288 for further assistance.

Registration Status

Where can I check the status of my registration?

If you've registered for the Cash Payout Scheme with us, you can check your registration status by:

  1. Logging on to your HSBC HK Mobile Banking app, scroll down in 'Home' and choose 'Cash Payout Scheme'.
  2. Logging on to your Online Banking and selecting 'Cash Payout Scheme' under 'My Banking'
  3. Calling our 24-hotline (852) 2996 7288
Why are there multiple registration statuses on my page?

If you have registered for the Cash Payout Scheme through channels other than online registration (e.g. paper form), the status of all registrations would show on your registration summary.

I've submitted my online registration but it's not showing on my registration summary. Where can I find my registration summary?

Our daily cutoff time for submitting the Cash Payout Scheme registration is 5pm from Mondays to Saturdays. Registrations submitted before the cutoff time will be updated in the system within 2 days, while registrations submitted after the cutoff time will be updated in the system within 3 days. If you don't see the registration on your status page, please check again later.

My online registration for the Cash Payout Scheme was rejected, how do I re-apply?

If your registration is rejected by us or the government, you can re-apply by:

HSBC HK Mobile Banking app

  1. Logging on to your Mobile Banking, scrolling down in 'Home' and choosing 'Cash Payout Scheme'.
  2. Select ‘Register now’ from the registration summary page.

Online Banking

  1. Logging on to your Online Banking and selecting 'Cash Payout Scheme' under 'My Banking'
  2. Select 'Register now' from the registration summary page.

If you have other registrations pending, you won't be able to re-apply.

What should I do if one of these statuses are shown for my registration?
  • Processing
  • Rejected by bank: missing applicant's name
  • Rejected by bank: missing account number
  • Rejected by bank: missing HKID
  • Rejected by bank: invalid HKID number
  • Rejected by bank: invalid HKID number format
  • Rejected by bank: invalid account number format
  • Rejected by bank: invalid account number
  • Rejected by bank: missing signature
  • Rejected by bank: account not under this HKID
  • Rejected by bank: account not sole-name account
  • Rejected by bank: inactive account
  • Rejected by bank: account not found
  • Rejected by bank: invalid or missing bank code
  • Rejected by bank: no HKID document in bank record
  • Rejected by bank: invalid registration date
  • Rejected by bank: invalid information
  • Not processed further: duplicate registration
  • Registration unsuccessful: duplicate registration
  • Registration unsuccessful: ineligible

If your registration status shows 'Processing,' your registration is currently being reviewed. Please check again later for updates. If your registration has been rejected by us for any reasons, please visit one of our branches for assistance. If your registration is rejected by the government, please call the government hotline 182020 for assistance.

I have already submitted an online registration. Why can I still see the 'Register now' button on my status page?

You can re-apply for the Cash Payout Scheme if:

  1. Your registration has been rejected by the bank or government
  2. No payment has been made to your account
  3. None of your registrations show the following status:
    1. Payment successful
    2. Registration information received by bank
    3. Registration received by the Government
    4. Registration pending: not meeting eligibility criteria
Why can't I select 'Register now' on my status page?

You are not eligible to register again if:

  1. One of your registrations is still being processed
  2. Payment has already been made to your account
  3. Your registration currently has one of the following status:
    1. Payment successful
    2. Registration information received by bank
    3. Registration received by the Government
    4. Registration pending: not meeting eligibility criteria

Payment Status

How do I check my payment status online?

You can check your payment status by:

  1. Logging on to your online banking or mobile banking
  2. Selecting 'My banking' in online banking or scrolling down in 'Home' in mobile banking
  3. Selecting 'Cash Payout Scheme'.

If the payment has been processed and paid to your account, the date of payment and your account number will be shown at the status page.

My registration for the Cash Payout Scheme has been approved. When will I receive the money?

Registration within 21 – 30 June:

Upon verification of your eligibility, payment will be made to your specified bank account on or after 08 July 2020. For enquiries, please call us at (852) 2996 7288.

Registration after 30 June:

Please allow a minimum of 6 business days to receive your payment after registration approval.

How can I change the selected account on my approved registration?

If you've successfully submitted your registration to us, you won't be able to edit your submission. If you need to amend or cancel your registration, please call the government hotline 182020.

Error Messages

My session timed out before I submitted my registration. Do I need to restart the registration?

For security reasons, you will be logged off and you will need to log on again to restart the registration

Why am I seeing these error messages when registering?
  1. Temporary unavailable
    If you see 'Temporarily unavailable,' please try again later. We apologise for any inconvenience caused.
  2. If you see 'You do not hold any HKD sole-name savings or current bank account,' please visit one of our branches to open a HKD sole-name saving or current account with your HKID.
  3. Duplicated registrationIf you see 'Duplicated registration,' our records show that you have already registered for the Cash Payout Scheme. Please log on to your Online or Mobile Banking to check your registration status, or call the government hotline 182020 for enquiries.