FAQs | HSBC Business Internet Banking

Notice:

The Home Depot has reported a breach of its payment data systems, which could potentially impact customers at its U.S.and Canadian stores. For further information regarding this data breach please visit The Home Depot website at www.homedepot.com

As always, we are closely monitoring HSBC accounts for unusual activity and will contact you as appropriate. We strongly encourage you to monitor your transactions and notify us immediately if you see anything suspicious.

Business Internet Banking

Frequently Asked Questions

The basics

User access and authorization

Support and service

Transactions

Security

Getting started

What do I need to log on?

You will need your Business Internet Banking username, password and security device to access Business Internet Banking. In addition to the above steps, please ensure you have the following, as a minimum:

  • A PC with an Internet connection.
  • The following operating systems and web browser versions are recommended for use with Personal Internet Banking. The service is accessible to Apple® OS X® and Microsoft® Windows® users. A 1024 x 800 screen resolution is optimal, but you should be able to view content at other screen sizes.
Microsoft Windows Apple OS X
Internet Explorer
Versions 6.x, 7.x, and 8.x

Yes

No

Get Latest Version
Firefox
Versions 2.x and 3.x

Yes

No

Get Latest Version
Safari
Versions 2.x

No

Yes

Get Latest Version

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Fees

What are the fees associated with Business Internet Banking?

The Fees Schedule can be found in the Business Internet Banking Terms and Conditions.

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Account Information

Which accounts can I access?

  • Checking
  • Savings (including Money Market Accounts)
  • Certificate of Deposit (CD)
  • Business Line of Credit
  • Business Overdraft
  • Business Credit Card
  • Mortgage
  • Loans
  • Investments

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 business days.

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?

In the left hand navigation menu, click on Account Information: Balance Transaction History or Search Transaction Details. Images 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 365 days from the posting date of the item. Check images can also be obtained by clicking Customer Service: Request a Check Image.

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Download files

What type of software packages can I download to?

You can download Business Internet Banking information 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.

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Logging off

How do I log off?

When you have finished a Business Internet Banking session, click on the log off link to close your session.

Why is it necessary to log off from Business Internet Banking?

You should always use the log off 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 before it expires, someone else could restart the session on the computer.

Before you leave the computer unattended, always make sure that you have logged off and closed the browser.

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Access and Control

User Access and Authorization

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 Primary User(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 limit are Transfers, Payments, and Wires.

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Account Control

What is Account Control?

Account Control may be used by Primary User(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.

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Activity Log

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
  • Currency
  • Amount
  • Performed by
  • Reference Number

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Authorization

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, Automated Clearing House (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.

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Single and Dual Control

What is Single and Dual Control?

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.

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Daily Company Limits

What are Daily Company Limits?

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:

  • Bill Payments - $25,000
  • ACH Payments - $100,000
  • Wire Transfers - $250,000

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.

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Support and service

Customer 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 Business Customer Service Team at 877.472.2249, between the hours of 6:00AM ET to 12:00AM 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 Business Customer Service Team at 877.472.2249, between the hours of 6:00AM ET to 12:00AM ET, 7 days a week. You can also change your password by selecting the "Forgot Password" link in the log on screen.

What if the system is unavailable?

If the system is unavailable, contact the Business Customer Service Team at 877.472.2249, between the hours of 6:00AM ET to 12:00AM ET, 7 days a week.

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BankMail

Are my email messages sent via Business Internet Banking secure?

Yes, your emails will be sent via a secure message system within Business Internet Banking.

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Online Help

Is there an online Help Section?

Help is accessible from every page. Just click on the "?" icon or click on Help in the left hand navigation menu and you'll be shown a description of all the fields on the page as well as additional explanation/ instructions.

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Transactions

Transfers

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 offline 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.

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Automated Clearing House (ACH) Payments

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. ACH Payment can be used for:

  • 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 is 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, the 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.

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Bill Pay

What is Bill Pay?

Bill Pay allows you to pay virtually any person or company within the US. 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.

How does ACH Payment differ from Bill Pay?

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.

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Wire Payments

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.1

And in what currencies?

  • U.S. 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
  • Euro
  • Hong Kong Dollar
  • Danish Krone
  • Singapore Dollar
  • Mexican New Peso
  • British Pound
  • New Zealand Dollar
  • Swiss Franc
  • Indian 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.1 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.

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Security

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. Visit our Security and Fraud Center to learn more about how HSBC protects you and your business.

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. 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.

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.

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Using your Security Device

Why do I need a Security Device?

HSBC is committed to safeguarding your sensitive financial information. We use 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 protected 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 xx-xxxxxxx-x where 'x' is a number (e.g. 17-0023284-1).

Because each Security Device has a unique Serial Number, you cannot use someone else's Security Device. Similarly, you should not lend your Security Device to anyone else.

When do I use the Security Device?

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 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 Business Customer Service Team2 at 877.472.2249 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 cannot logon to Business Internet Banking without your Security Device.

Why do I keep getting an error message when I enter the Security Code?

Please call our Business Customer Service Team2 at 877.472.2249 for assistance.

What does the message "BATT#" mean?

The BATT message appears when your Security Device battery is running low. You cannot replace the battery in this device and will need to request a new one. Primary Users should call our Business Customer Service Team2 on 877.472.2249.

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 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 it of in the same environmentally-friendly manner you would dispose of other battery-operated items.

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Passwords

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. Do not record your Password on your computer or browser, or write it down anywhere.

Change your Passwords regularly and do not alternate between Passwords.

Disable any log-in and Password auto-complete functions on browsers.

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 Business Customer Service Team at 877.472.2249, between the hours of 6:00AM ET to 12:00AM ET, 7 days a week.

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1 Subject to U.S. sanction regulations.

2 Customer service hours of operation are 6:00AM ET to 12:00AM ET.

Deposit products offered in the United States by HSBC Bank USA, N.A. Member FDIC.

Microsoft, and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

Apple and OS X is a trademark of Apple Inc., registered in the U.S. and other countries.

Have a question?

Call our dedicated Business Customer Service Center at
877.472.2249

We're here from 6:00AM ET to 12:00AM ET

TTY/TTD: 800.898.5999
Mon - Fri (6am to 10:30pm ET)
Sat & Sun (7am to 10:30pm ET)

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