Personal Internet Banking FAQs | HSBC

 

Personal Internet Banking FAQs


About Personal Internet Banking

What is Personal Internet Banking?

Personal Internet Banking is one of the fastest, most convenient ways to access your HSBC Bank USA, N.A. accounts, view balances, transfer funds and pay your bills online. Using your unique Username, Memorable Answer, and Password you can perform banking transactions online, whenever and wherever you want, from a secure PC with Internet access. It's safe, convenient, it's free, and it's also backed by our $0 Liability, Online Guarantee.

What banking transactions can I perform with Personal Internet Banking?

Personal Internet Banking allows you to make transactions online and manage your accounts, balances, bill payments and deposits:

  • View balances and transactions on your deposits, loans, credit card, and mortgage accounts
  • Pay bills to virtually anyone in the United States with complimentary online Bill Pay service
  • Review the last 24 months of transactions for Personal Internet Banking.
  • View your eligible Checking, Savings, Select Credit and Credit Card account statements for the last 2 years through eStatements
  • Online Check Images - Personal Internet Banking customers with a checking account who are enrolled in the RecordCheck® service can view and print their posted checks images right online.
  • Transfer funds between your HSBC accounts (this is an ideal way to pay your HSBC accounts quickly).
  • With the Bank to Bank Transfers service, you can move money between your HSBC accounts and other financial institutions, credit unions and brokerage accounts.
  • Initiate wire transfer requests to another person, business or financial institution in the U.S. or internationally through Personal Internet Banking.
  • View information about your mortgage account including escrow and payment history
  • Obtain quotes for several insurance products
  • View your investment and brokerage balances
  • Request a credit card line increase
  • Apply for HSBC select accounts and services
  • Order new checks
  • Request copies of statements
  • Request a Stop Payment for an HSBC check
  • Access to Credit Card Rewards Program website to view and redeem Credit Card Rewards Points
  • Email our Customer Relationship Center anytime for information on products and services
  • Online Password Reset - Customers who forget their Internet Banking Memorable Answer or Password can select a new Memorable Answer or Password to gain immediate access to Personal Internet Banking. No more waiting for a confirmation in the mail.

All this is backed by our $0 Liability, Online Guarantee against unauthorized access. Bank online with confidence – we've got you covered.

What do I need to start using Personal Internet Banking from HSBC?

There is no software required to access HSBC's Personal Internet Banking service. All you need is a computer and 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® operating system 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®
Version 8.x - 9.x

Yes

No

Firefox®
Version 9.x - 11.x

Yes

No

Safari®
Version 4.x - 5.x

No

Yes

ChromeTM
Version 16.x - 18.x

Yes

No

Safety and Personal Internet Banking

How safe is Personal Internet Banking?

HSBC takes every precaution to keep your online experience safe. In a continued effort to safeguard online banking transactions, HSBC requires full 128-bit encryption for Personal Internet Banking use. Encryption is a process that transforms sensitive information into a string of unrecognizable characters before they are sent over the Internet and helps keep your information private between the bank's computer system and your Internet browser.

In addition to encryption, your unique Username, Memorable Answer, and Password will authenticate your access each time you use the service. And, all Personal Internet Banking customers are covered by HSBC's $0 Liability, Online Guarantee to help keep your online experience safe. Learn more through HSBC's Security & Fraud Center.

How do I sign up for Personal Internet Banking?

Simply click Sign Up from the Personal Internet Banking page and follow the easy registration instructions:

For Immediate Access

You will gain immediate access to Personal Internet Banking when you register with your Social Security (or Tax ID) number, an existing HSBC ATM, credit or debit card number and associated PIN. This allows us to verify your identity in a secure manner.

Confirmation by Mail

If you don't have an HSBC credit card, ATM or Debit MasterCard®, you can still register for Personal Internet Banking using another HSBC account such as a mortgage, home equity, savings, checking or loan account for authentication. You will be sent a Temporary Username by email and a Temporary Password by postal mail. After you receive both, you will be able to log on to Personal Internet Banking. You will be asked to create a new Username, Memorable Answer, and Password the first time you log on to the service.

Is it safe to enter my PIN online as part of registration?

Thanks to encryption, sending and receiving information through Personal Internet Banking is more reliable than ever. Encryption helps keep information private (such as your PIN or the transactions you perform) between the bank's computer and your Internet browser. Learn more about how HSBC keeps your online information safe through HSBC's Security & Fraud Center.

How can I learn more about Personal Internet Banking?

There are several sources for assistance. You can:

  • Review the questions and answers supplied in this Frequently Asked Questions (FAQs) section
  • You can also send a secure BankMail through Personal Internet Banking or call our Customer Relationship Center at 800.975.4722. We are here Monday - Sunday 7:00am - 12:00am ET. and will be happy to answer any questions you have about accessing, using and navigating through Personal Internet Banking.

Using Personal Internet Banking

What happens if I stop using Personal Internet Banking?

While Personal Internet Banking is a complimentary service, it may be canceled if there has been no activity for a period of 6 consecutive months. If canceled, you would need to re-register for the service. You would be notified prior to such a change to your service.

What if I forget my Personal Internet Banking Memorable Answer or Password?

If you forget your Personal Internet Banking Memorable Answer or Password, you can create a new one right online. In the "Enter your Memorable Answer" or "Enter your Password" section, click the link stating "Forgot your Memorable Answer?", "Forgot your Password", or "Forgot your Memorable Answer and Password?"

In order for us to verify your identity so that you can create a new Memorable Answer or Password, you will need to provide the answers to both of the Security Questions that you created when you first registered for Personal Internet Banking.

What if I forget my Personal Internet Banking Username?

If you forget your Username, click the "Forgot your Username?" link in the Personal Internet Banking log-in screen. There you will be prompted to provide your social security number, HSBC Credit, Debit, or ATM Card number, and the Card's PIN number. If you don't have this information, you can also contact us via telephone at the Customer Relationship Center.

Why do I need to accept "cookies" to access my financial information online?

A cookie is a text file that resides on your computer. As part of the security of your data, cookies remind HSBC of your particular browser preferences and security requirements. If your browser prompts you when a cookie is "served," you must accept it or the access to confidential information will be denied. Since cookies are site specific, only HSBC can access, decode and make use of the information.

Why can I still see some of my account information even after I have exited Personal Internet Banking?

Browser software often saves or "caches" pages in your computer's temporary memory. This means that even after you have logged off Personal Internet Banking, you may be able to view a version of a previously viewed page by clicking your Back button. If you use Personal Internet Banking and are uncomfortable leaving these pages in temporary memory, you should always choose the "Exit" button to log off your Personal Internet Banking session, then close your browser before leaving. Please note that caching in no way affects the security of your confidential Username or Password.

Changing my settings

Can I change my Username and Password?

Yes, from your Personal Internet Banking "Account Summary" page, choose "Edit Profile," then select "Change Password" or "Change Username."

When changing your Username and Password, be sure that you create something that no one could guess. You should memorize your Username and Password and never write them down. These important steps will prevent unauthorized individuals from accessing your financial information.

Can I nickname my accounts?

Yes, you can give nicknames to your payees and your accounts for easier tracking and monitoring. Choose "Customer Service" from the Personal Internet Banking menu, then select "Change Account Nicknames." Nicknames do not affect your accounts, balances or how they are paid through online Bill Pay or transfers.

How do I know I am visiting a secured internet site?

Personal Internet Banking is accessed through a "secured" Internet site to help keep your online financial information private and secure. You will know you are at a secured site when you see the https:// in the address field on your browser and the padlock symbol at the bottom of your screen.

Can I update information online?

Yes, you can change your contact information such as your address and phone number by choosing "Change Contact Information" from the "Customer Service" menu. To change your email address, choose the "Edit Profile" option at the top of the page.

You can also contact the Customer Relationship Center at 800.975.4722.

How do I go paperless?

If you are registered for Personal Internet Banking, you can view, download or print your eligible bank statements online by enrolling in our eStatements service. Once registered for eStatements, you will also be able to view and print eligible Form 1099-INT, available after January 1 of each year.

I need an eStatement from over one year ago. What do I do?

For deposit accounts, customers can access electronic statements for up to 7 years via Personal Internet Banking. If you have trouble accessing the statements or if you need to access statements to other accounts, contact HSBC through our BankMail function within Personal Internet Banking and let us know what you need. You can also contact HSBC by phone at our Customer Relationship Center. Please note: Online account statements are no longer available once an account is closed. Sold accounts are also considered closed. We recommend that you download the available eStatements prior to the closure of your account.

Informational Security

What should I do if I become a victim of online theft or fraud?

As soon as you learn of the theft or unauthorized transaction on your accounts, contact our Customer Relationship Center immediately at 800.975.4722.

What practices can I adopt to help keep my online information safe?

At HSBC, the security of your information is paramount. Our systems and security procedures are designed to keep your personal and financial data confidential at all times. You also have a significant role to play and should adopt the practices outlined in HSBC's Security & Fraud Center to help keep your personal and financial information protected from unauthorized use. Please visit our HSBC Security & Fraud Center to learn more.

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

Firefox is a registered trademark or trademark of Mozilla.

©2013 Google Inc. All rights reserved. Chrome is a trademark of Google Inc.

IOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.

iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.

App Store is a service mark of Apple Inc.

Android and Google Play are trademarks of Google Inc.

BlackBerry®, RIM®, Research in Motion® and related trademarks, names and logos are the property of Research in Motion Limited and are registered and/or used in the U.S. and countries around the world. Used under license from Research in Motion Limited.

Have a question?

Call our Customer Relationship Center
800.975.4722

Monday - Sunday 7:00am - 12:00am ET
Automated banking available 24/7
Lost Stolen 24/7

TTY: 800.898.5999
Monday - Sunday 7:00am - 12:00am ET

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