Frequently Asked QuestionsIndexClose
Logon IDs, Passwords, and Identification Numbers

What if I forget my Username?
Please call (852) 2233 3033 for HSBC Jade Customers, (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers, (852) 2233 3000 for other customers.

What if I forget my Passwords?
If you do forget your passwords, please click "Forgot your password(s)?" link and then follow on screen instructions to reset your password(s).

What is Username?
Username is the name you use for identification when accessing our Internet banking service. You choose your Username when applying for our Internet banking service. Each Username must be unique and should be different from other Usernames from other Internet sites. Your username should be created in 5-15 characters. You may use a combination of numbers (0-9), and/or upper and lower case letters (A-Z, a-z), and/or special characters such as (@), underscore (_), hyphen (-), apostrophe (') and period (.). Other special characters will not be accepted.

What is Password?
The secret word or code you will use to access your Internet banking service. You will specify you own password. Your password should be created in 6-30 characters. You may use a combination of numbers (0-9), and/or upper and lower case letters (A-Z, a-z), and/or special characters such as (@), underscore (_), hyphen (-), apostrophe (') and period (.). Other special characters will not be accepted.

What is Second Password?
With the setting up of Second Password, you can activate the "Dual-Password Logon Mode" which allows you to access selected online services without using the Security Device/Mobile Security Key. Your Second Password should be within 8-30 characters, it may contain letters (A-Z, a-z), and/or numbers (0-9).

Can I change my Username and Passwords?
Once you've selected your Username, it can only be changed by canceling your existing Internet banking registration, and re-registering for the service again with a different Username two working days after termination of service. To cancel your existing registration, download the Internet Banking Maintenance/Cancellation Request Form under the Forms section of this site and submitting it to your nearest HSBC branch.

For passwords, you can alter your password at any time. Your new password must be different from your Username and your old password.

What is my HK ID Card/Passport No?
This is the number of the identification document given to the bank when you first opened the account or credit card which you are now using to register for online banking.

What if the Log on doesn't work?
Try once more to double-check that you haven't made a mistake when inputting your information, and that you have registered with our Internet banking service. Then write down the error message and call the following PhoneBanking service hotlines:

HSBC Jade Customers (852) 2233 3033
HSBC Premier Customers (852) 2233 3322
HSBC Advance Customers (852) 2748 8333
Other Personal Banking Customers (852) 2233 3000

If I suspect there are unauthorised transactions in my account, what should I do?
Immediately call the following PhoneBanking service hotlines:

HSBC Jade Customers (852) 2233 3033
HSBC Premier Customers (852) 2233 3322
HSBC Advance Customers (852) 2748 8333
Other Personal Banking Customers (852) 2233 3000

SECURITY TIPS

  • You play a significant role in your own security. Two pieces of key data must remain confidential - your Username and passwords
  • Username should be something you can easily remember, yet not easily guessed by anyone else. If you wish to use your name (or something equally familiar) we suggest using a mixture of alphabets and/or numbers
  • The auto-complete function on your browser should be disabled, to avoid the automatic completion of your ID when you type in Username
    In Internet Explorer browser, the AutoComplete feature saves previous entries you have made for Web addresses, forms, and passwords. Then, when you type information in one of these fields, AutoComplete suggests possible matches. These matches can include folder and programme names you type in the Address bar, and search queries, stock quotes, or information for just about any other field you fill in on a Web page.
    While you use the Internet banking service, it will automatically prompt your Username which you have used in the system. For your security concern, the auto-complete function of your browser should be disabled to avoid the automatic completion of your ID when you start to type the Username.
    To turn Autocomplete on or off in MS Internet Explorer browser, click the Tools menu, click Internet Options, click the Content tab, and click the Autocomplete button. Then disable the 'User names and passwords on forms'.

Your passwords are as important as Username. Follow these tips when creating your own passwords:
  • Select a passwords that cannot be easily guessed by anyone else.
  • Do not associate your passwords with anything personal such as birthdays, names, phone numbers or other familiar words.
  • Do not use ATM or phonebanking PIN as your passwords, or any other passwords from other Internet sites.
  • Do not use part of your Username as the passwords.
  • Do not use repetitive characters (eg abababab, 68686868).
  • Create a unique passwords with a combination of characters and numbers.
  • Memorise your passwords. Never write it down or reveal it to anyone, not even to family or friends. If you cannot remember the passwords, you should disguise the passwords and keep it in a safe place separate from your computer and account details of your bank or credit cards.
  • Remember NO ONE at HSBC will ever ask you for your passwords.
  • Keep your account details secure. Make sure that you close your internet browser after logging off from the Internet Banking Service.
  • Do not access third party websites within the same internet browser session during the Internet Banking Service.
  • Click on the 'Email' button to check messages from us every time you log on.
  • Change your passwords on a regular basis - eg at least every 30 or 60 days
  • If you suspect any unusual account activity or discrepancies with your last logon time-stamp, change your passwords immediately and call the following PhoneBanking service hotlines:

    HSBC Jade Customers (852) 2233 3033
    HSBC Premier Customers (852) 2233 3322
    HSBC Advance Customers (852) 2748 8333
    Other Personal Banking Customers (852) 2233 3000

Top

IndexClose