Frequently Asked Questions
User Access and Control
Support and Service
When will I be able to see the new design of Business Internet Banking?
HSBC is moving all customers to the new design in phases over the next couple of months. Once your account has been moved to the new platform you will be able to see the new design when you log on to your Business Internet Banking account.
Why is HSBC changing the look and feel on the logon page for Business Internet Banking?
The change should enhance the navigation experience by providing an even more user friendly interface to our customers.
Will all employees associated with a single BIB account be moved to the new system simultaneously?
How do I register for the new design?
If you are an existing customer, you do not need to register for it. Please continue to logon to Business Internet Banking as you currently do. Customers will be introduced to the new look and feel of Business Internet Banking in phases.
Will the Internet service still be available 24 hours a day seven days a week after the new design is implemented?
Yes, the availability of our service remains unchanged.
Will HSBC give me notice before the Business Internet Banking changes?
Yes, to inform you of the new design, we will place a message on HSBC's home page (us.hsbc.com) and either the Business Internet Banking logon or logoff page to alert customers about the new look and feel. We will also send e-mail to our customers who have an email address on our record.
What do I need to get started?
To use Business Internet Banking, you'll need to fill out an application. Once your application is processed, you'll receive a Welcome Pack in the mail. Follow the step-by-step instructions shown in the "Welcome Letter" and the "Getting Started Guide" online to set up Business Internet Banking. Before you begin, please ensure you have the following, as a minimum:
- A PC with an Internet connection.
- A browser that is supported. Please click here to view the list of supported browsers.
Can my business and personal accounts be linked?
Unfortunately you cannot link both your personal and business accounts.
What are the fees associated with Business Internet Banking?
Which accounts can I access?
- Savings (including Money Market Accounts)
- Certificate of Deposit
- Line of Credit
- Credit Card
How current are my account balances?
- Checking and Savings accounts reflect up-to-the minute available balances.
- CDs display Ledger (bank) balance.
- Loan, Line and mortgage accounts show principal balance.
- Credit card and select credit balances will reflect debits immediately, but credits will be reflected in two days time.
How many days of account activity are available?
Transaction information is available for up to 24 statement periods.
How do I view images of checks that have been presented for payment?
Images can be found in your Account or Transaction Details* and are represented by a check icon. Simply click the icon and you will be able to view the front and back of the item. Images are available for 45 days from the posting date of the item.
Check image functionality is only available to customers with accounts held at HSBC branches in New York, Pennsylvania, California, Delaware, DC, Florida, Washington and Oregon.
*Via Account Information: Balance Transaction History or Search Transaction Details and Customer Service: Request a Check Image.
What type of software packages can I download to?
You can download into Quicken®, QuickBooks®, and Microsoft Money®. We support 2005 to 2007 versions of Quicken and QuickBooks and all versions of Microsoft Money. You can also download data in file formats that work with popular spreadsheet and database programs.
How do I log off?
When you have finished a Business Internet Banking session, click on the logoff icon "X" in the right corner of the page or click the log off option in the left hand navigation. Never simply close the browser window or you will remain logged on until the session times out.
Why is it necessary to log off from Business Internet Banking?
You should always use the logoff options to exit Business Internet Banking. Use it before you close the browser window, before you use another application on the Internet and any time you leave your desk. If you do not exit the service, the Business Internet Banking session will "time out" after a period of time, but during that time someone else could restart the session on the computer.
Before you leave the computer unattended, always make sure that you have logged off by closing the browser.
Support and Service
What help is available through the Customer Service section?
You may use Customer Service for these functions:
- Dispute a Credit Card transaction
- Request a payment/wire investigation
- Request other investigations
- Order a check copy
- Order a statement copy
- Order more checks
- Stop check request
Is there a telephone number I can call to speak with an Online Customer Service Representative?
If you need to speak with an Online Customer Service Representative, contact the Customer Relationship Center at 1-877-HSBC-BIZ (1-877-472-2249), between the hours of 06:00 AM ET and 12:00 AM (Midnight) ET, 7 days a week.
What happens if I forget my Password?
If you forget your Password or suspect that it has been compromised, contact the Customer Relationship Center at 1-877-HSBC-BIZ (1-877-472-2249), between the hours of 06:00 AM ET and 12:00 AM (Midnight) ET, 7 days a week.
What if the system is unavailable?
If the system is unavailable, contact the Customer Relationship Center at 1-877-HSBC-BIZ (1-877-472-2249), between the hours of 06:00 AM ET and 12:00 AM (Midnight) ET, 7 days a week.
How does the Speak With Us Now feature work?
Once the button is clicked, you enter your phone number and request to have a customer service representative call you back either immediately, in 1 minute, 3 minutes, or 5 minutes. Alternatively, if you have a microphone and soundcard, you can talk via your computer.
Are my Email messages secure?
Yes, your Emails will be sent via a secure message system within Business Internet Banking.
Is there an online Help Section?
Help is accessible from every page. Just click on the "?" icon or click on Help in left navigation and you'll be shown a description of all the fields on the page as well as additional explanation/ instructions as appropriate.
Is there an online Glossary?
A glossary is accessible from the left hand navigation and will provide an alphabetical listing of all terms used in Business Internet Banking.
Access and Control
What is User Access?
User Access allows authorized users to:
- Create New User(s)
- View, change, or delete a User
- View your profile
Users can be given access to specified accounts and services in this section, along with daily limits for each user.
Who can use this function?
A Primary User(s) and Empowered Secondary User(s) can make changes to User Access. They can create, view, change, or delete any user, except themselves.
Who are the Primary User(s)?
Primary User(s) are nominated on the BIB application, by the authorized signer(s) for the company. Primary User(s) must be authorized signers of the Company. Once, registered, the Primary User(s) may set up additional users called Secondary user(s) (SU). The unique access and authorization levels of the individual SUs is controlled by the PU(s) to make account inquires and perform transactions within the company's linked account(s).
Who are the Secondary User(s)?
Secondary User(s) are employees or other individuals who have been selected by the Primary User User(s) to use Business Internet Banking. The Primary User(s) define which accounts and services the Secondary User(s) may access. Secondary User(s) may be limited to data entry capability only, if desired.
Who are "Empowered Secondary User(s)"?
Empowered Secondary User(s) are Secondary User(s) who have been authorized by the Primary User(s) to create and authorize the setup of new Users.
What are Daily User Limits?
The maximum amount a User can authorize in a day. Included in this total are Transfers, Payments, and Wires.
What is Account Control?
Account Control may be used by Primary Users(s) (PU) within Business Internet Banking to establish limits on financial transaction amounts that can be authorized from your accounts. For each account, PU(s) will be able to specify the financial transaction amounts that require authorization from either one User or two Users.
Account Control is an optional service, and must be approved by the Primary User(s) (PU).
Can there be more than one PU for one company?
Yes, regardless of single or dual control, you will still have the ability to add PUs to the BIB profile.
What is the Activity Log?
The Activity Log function allows authorized Users to view a record of transactions and services that have been affected by Users over a defined period of time.
What is the Activity Log Summary?
The Activity Log Summary displays the first 10 items from a search with the most recent items at the top. If more than 10 items are found, select the "more" option to view the items.
Items are sorted by date and time, but can be sorted by any of the following column headings:
- Transaction Type
- Performed by
- Reference Number
What types of transactions may require authorization?
- User Access and Account Control changes by Primary User require authorization by another Primary User if the Company has selected a Dual Control Model on the BIB Application form.
- Financial transactions such as Transfers, Bill Payments, ACH Payments and Wires may require authorization by one or more Users within BIB if the transaction amount exceeds the creating User's remaining daily available limit and/or if the Account Control setup for the account from which the transaction is being made requires "two to sign" for that amount.
Who can authorize a financial transaction?
User(s) who have access to the debit account and the transaction service and whose Remaining Daily Available Limit is sufficient to cover the transaction for the appropriate account may authorize a transaction.
Single Control empowers one Primary User to authorize the creation/modification of Account Control, and one Primary or Empowered Secondary User for the creation/modification of Secondary Users.
Dual Control requires two Primary Users to authorize the creation/modification of Account Control, and two Primary or Empowered Secondary Users for the creation/modification of Secondary Users.
Daily Company Limits on transactions will be established for Business Internet Banking. These daily limits apply to Bill Payments, ACH Payments and Wire Transfers, and are used to provide an added level of security for your company. The new daily limits restrict the dollar level of the transaction type that can be authorized BY ALL USERS WITHIN THE COMPANY on a particular day. The limits are also independent of each other, meaning on any given day you could authorize transactions for all 3 payment types up to the default limits set below:
If you are currently a Business Internet Banking customer and these Daily Company Limits are not appropriate for your business, you may increase or decrease them as necessary. To do so, simply fill in our online application.
What is encryption?
Encryption is the process of converting information into a more secure format for transmission. In other words, the plain text is converted to scrambled code while being transmitted, and then decrypted back to plain text at the receiving end of the transmission. It is comparable to writing a letter, converting it to code, putting it in an envelope and mailing it with the recipient descrambling the code.
What is 128-bit encryption?
Currently, there are two levels of encryption generally available in web browsers: 40-bit encryption, and 128-bit encryption. Most commonly available browsers use 40-bit encryption. However, HSBC Business Internet Banking requires 128-bit encryption. This is the highest level of encryption generally available in North America today and provides the best protection when transmitting confidential data over the Internet. The difference between these two types of encryption is one of capability. 128-bit encryption is significantly more powerful than 40-bit encryption.
Is Business Internet Banking safe?
Online security is a major priority for HSBC. All transactions between your computer and HSBC (and vice versa) are required to use a 128-bit encryption browser.
How does a user know if an online banking session is encrypted?
The security padlock at the bottom right of the browser window indicates that a secure session is in progress. Double-clicking the padlock will tell the user the level of security being used.
Why do I need a Security Device?
HSBC, is committed to safeguarding your sensitive financial information. We have introduced a Security Device, which generates dynamic passcodes, needed to access Business Internet Banking. Each Security Device generates a series of Security Codes unique to the user's account. By using these Security Codes, in conjunction with your Username and Password, your safety is assured when transacting online.
What is a Security Device?
A Security Device is a small electronic device, which automatically generates the single-use Security Codes required to logon to Business Internet Banking.
The Security Device will be given to you, free of charge when you sign up for Business Internet Banking. It is small and portable so you can carry it on your keychain or inside a pocket or purse.
What is a Security Code?
The Security Code is a single-use, numeric value used to access your Business Internet Banking service. A Security Code must be entered along with your Username and Password.
What is a Serial Number?
Your Security Device has a white sticker on the back with a unique 10-digit number. It will be in the format 17-xxxxxxx-x where ‘x’ is a number (e.g. 17-0023284-1).
Because each Security Device has a unique Serial Number, you can not use someone else's Security Device. Similarly, you should not lend your Security Device to anyone else.
How do I get a Security Device
If you are a new user of Business Internet Banking, we will send you a Security Device in the mail when you register for the service. You should receive your Security Device within 5 - 7 days after submitting your application.
Existing users of Business Internet Banking will be sent Security Devices during the latter part of 2005. More information will be provided to you nearer the time.
When do I use it?
You will need the Security Device to complete the set-up of your Business Internet Banking service and each time you logon.
How do I use my Security Device?
To get a Security Code, press the On/Off triangular button on the Security Device. Your Security Code will be shown in the display window under the HSBC logo. The Security Device will automatically turn off after 30 seconds or when you press the On/Off button again.
Once you have your Security Code, simply type into into the Login screen using your computer's keyboard.
How do you know I'm entering the correct Security Code?
When you set up your Business Internet Banking service, your Security Device becomes linked to your username - only you can use it. When you enter a Security Code into the Logon screen we check to make sure that the Security Code entered was generated by your Security Device. If you enter an incorrect Security Code, you will be prompted to enter a new one.
Is there a fee for a Security Device?
No, Security Devices are provided free of charge to our customers.
What do I do if I lose or break my Security Device?
Primary Users should call our Customer Relationship Center at 1-877-HSBC-BIZ to request a replacement.
Secondary Users should ask their company's Primary User to order a replacement Security Device on their behalf.
I'm a Primary User, how do I request a new Security Device for another Secondary User?
Login to Business Internet Banking and select Access and Security. Go to the View / Change / Delete User page and click on the Request Security Device link.
Can I use more than one Security Device at a time?
Because your Business Internet Banking service is linked to your Security Device, it is not possible to have more than one Security Device.
I am a signer on more than one company account, do I need multiple Security Devices?
No, you can use the same Security Device to view any accounts for which you have access rights via Business Internet Banking.
I don't have my Security Device with me today, can I get into Business Internet Banking?
For your security, you can not logon to Business Internet Banking without your Security Device.
When I try to enter the Security Code I keep getting an error message.
Please call our Customer Relationship Center on 1-877-HSBC-BIZ for assistance.
What does the message "BATT#" mean?
The BATT message appears when your Security Device battery is running low. You can not replace the battery in this device and will need to request a new one. Primary Users should call our Customer Relationship Center on 1-877-HSBC-BIZ.
Secondary Users should ask their Primary User to order a new Security Device on their behalf.
How long will the battery last?
The battery is designed to continue to work for 3-5 years.
How do I dispose of my Security Device?
Your Security Device contains a battery so we recommend that you dispose of it in the same environmentally-friendly manner you would dispose of other battery-operated items.
How does my password provide security?
Each User's username and password are personal to that individual. This helps safeguard against unauthorized individuals accessing a user's Business Internet Banking account. To benefit fully from this protection your business and users must ensure that their Business Internet Banking usernames and passwords are kept secure and secret at all times.
What is the best way to choose a password and protect it?
- Choose a Password that is difficult for a third party to guess. The best Passwords contain numbers as well as both upper and lower-case characters. Users should not use a familiar name, date or place that may be easy for a third party to discover.
- Do not share your Password with anyone.
- Always memorize your Password.
- Change your Passwords regularly and do not alternate between Passwords.
- Disable any log-in and Password auto-complete functions on browsers.
- Don't allow anyone to identify the keys you are pressing while logging on.
- Do not record your Password on your computer or browser, or write it down anywhere.
- Do not use a Password that is also used in connection with a third party (e.g. an Internet Service Provider).
- If you forget your Password or suspect that it has been compromised, contact the Customer Relationship Center at
1-800-975-HSBC (1-800-975-4722),between the hours of 06:00 AM ET and 12:00 AM (Midnight) ET, 7 days a week.
What accounts can I Transfer from and to?
You can transfer money from one of the following HSBC accounts: checking, savings, overdraft and credit cards accounts to another HSBC account.
Can I transfer from and to accounts in combined invoice relationship?
Credit/loan obligations that are subject to combined invoicing must be paid off line since one payment may consist of the amount due from a line and a loan. We cannot accept these payments yet.
What other Transfer features are available?
- You can perform immediate transfers, create recurring transfers or schedule transfers for the future.
- You have the ability to amend or delete future dated transfers.
- You can Search for one-time or recurring transfers that have not occurred.
What types of Transfers are not permitted?
- Transfers cannot be made to a non-HSBC account.
- Transfers cannot be made to Loan, mortgage or Line accounts that are billed on a combined invoice with other credit facilities. These accounts must be paid using an off-line method.
- Electronic Fund Transfers cannot be made to/from disbursement accounts or cash concentration account. You'll need to visit your local branch.
When should I use ACH Payment?
ACH Payments tend to be high volume, low value types of payments to one or more third party beneficiaries. Examples of what ACH Payment should be used for include:
- Payroll: ACH Payment is perfect for setting up beneficiaries (employees), and recurring payments (payroll) to each person's account.
- To pay bills: We encourage Users to set up their Bill Pays on the ACH Payment Beneficiary list and make the payments using the ACH payment function.
- Any other third party payment: ACH payment can be used to pay any other domestic third party, whether it be a company or an individual. As long as the User has the necessary beneficiary and bank information, the process is simple.
How do I activate the ACH Payment service?
Be sure to complete the ACH section on the Business Internet Banking application, including the following information:
- Business Name - This name will be displayed in the beneficiary's statement.
- The Checking account that will be used for all ACH fees and returned ACH items.
If you did not apply for ACH Payments when you first applied for Business Internet Banking, then Primary Users can still apply. To add this service, within Business Internet Banking, click on "Change Profile" and then select "Add ACH Service." The service will be activated in 48 hours.
What is Bill Pay?
You can pay virtually any person or company within the US using Bill Pay. The payee does not have to have a bank account that accepts electronic payments. For example, the individual who takes care of your landscaping may not have a "formal" company or accounts that accept electronic deposits. If the individual does not have the ability to accept electronic payments, they will be paid by Corporate check (a hard copy check will be sent to them via the postal mail).
Note: Bill Pay should not be used to pay HSBC bills. HSBC bills should be paid via the Transfer function rather than Bill Pay so that you do not accumulate unnecessary charges.
How does ACH Payment differ from Bill payment?
- ACH allows Users to make a free format payment without setting up beneficiaries previously.
- Recurring payments can be set up as "ongoing" or perpetual in ACH Payment, but in Bill Pay there must be a time limit.
- Different beneficiary information is required for ACH Payments such as Beneficiary ID, Routing Number, and Beneficiary Type. Bill Pay requires a payee name, account number address and phone.
- ACH Payments can be set up to go to more than one party for both one-time and recurring payments. Bill Payments can be set up to go to 8 payees at a time for immediate payments but only one at a time for recurring payments.
- When amending or deleting a recurring ACH Payment, you are dealing with the Payment instruction and affect all future payments. For Bill Payment, you are dealing with an actual payment that falls within a 30-day period.
- To search for pending ACH payments Users must access the forward dated payments function. To search for historical ACH payments, Users must perform a search within Account Information. A User can search for pending or historical Bill Payments by using Bill Payment Search.
Why would I send a Wire?
A wire is a fast way to pay vendors or suppliers. Wire payments are for payments that are time critical, one-to-one transactions. (i.e., one debit is made from your account and one credit is made to the recipient's account).
Who can I send a Wire to?
Wire payments can be either sent to domestic or international beneficiaries.
And in what currencies?
- US Dollars
- United Arab Emirates Dirham
- Czech Koruna
- Hungarian Forint
- Israeli New Shekel
- Norwegian Krone
- Polish Zloty
- Swedish Krone
- Thai Baht
- South African Rand
- Japanese Yen
- Canadian Dollar
- Hong Kong Dollar
- Danish Krone
- Singapore Dollar
- Mexican New Peso
- British Pound
- New Zealand Dollar
- Swiss Franc
- India Rupee
- Australian Dollar
How do Wire Payments differ from Bill Pay?
- Wire Payments are for time critical payments, while Bill Payments may take up to 5 days to be delivered to a Payee if a Corporate check is issued.
- Wire Payments can be made in US Dollars or many different foreign currencies while Bill Pay must be in US Dollars only.
- Wire Payments can be sent internationally. Bill Payments are domestic only.
- Wire Payments allow a user to make a free format payment without setting up beneficiaries first. Payees must be setup on Bill Pay before payments can be made.
- More detailed beneficiary information is required for Wire Payments such as Beneficiary Bank, Beneficiary ID, and Beneficiary Account number. Bill Pay asks for relatively simple information about a payee such as name, address, and account number.
- Forward dated Wire Payments can be amended up to 45 days in advance from the current date. Forward dated Bill Payments can be amended up to 30 days in advance from the current date. (Forward dated wires can only be denominated in USD.)
- A company may perform Wire Payments from a Checking or a Savings account. Bill Payments are only permitted from Checking accounts.
- Wires are one-time only payments. There are no recurring Wire Payments. Bill Payments can be recurring.
How do I activate Wire Payment service?
The Wire Payment service is automatically activated once a company applies for Business Internet Banking.