Mobile Banking FAQ | HSBC
HSBC Mobile Banking
What is Mobile Banking?
HSBC Mobile Banking service lets you access and manage your HSBC accounts quickly and securely from your mobile device 24 hours a day.
What banking functions can I perform through HSBC Mobile Banking service?
With HSBC Mobile Banking service, you can access and manage your HSBC accounts quickly and securely via the HSBC Mobile Banking App from your mobile device:
- View your account balances and transaction history
- Use Global View to monitor your eligible international HSBC deposit accounts
- Transfer funds between your eligible HSBC accounts
- Use Global Transfers to move funds from eligible U.S. accounts to your HSBC accounts in other countries
- Pay bills to virtually anyone in the U.S.
- Locate ATMs and branches
- Send and receive secure BankMail
- Deposit checks remotely by taking a picture of the front and back of your check
Data charges from your mobile service provider may apply. HSBC is not responsible for these charges.
What types of mobile devices support HSBC Mobile Banking service?
HSBC's Mobile Banking App can be easily accessed on devices that support the following operating systems:
- Apple® iPhone® iOS 7.0 and higher, iPad® iOS 7.0 and higher, iPod Touch® iOS 7.0 and higher.
Note: Apple® iPhone® iOS 6.0 is available on generation iPhones 3GS or higher.
- AndroidTM - powered devices with platform 4.0 and higher
- Fire devices
- BlackBerry® devices
- Global Transfers is supported on these mobile devices. At this time, tablets are not supported.
Are there any fees to use HSBC Mobile Banking service?
There are no fees to use HSBC Mobile Banking service. Data charges from your mobile service provider may apply. HSBC is not responsible for these charges.
How can I use HSBC Mobile Banking service?
You will have the opportunity to:
- Access your HSBC accounts through a mobile-optimized version of HSBC Bank USA, N.A.'s Personal Internet Banking service. You must be registered for Personal Internet Banking to access your HSBC accounts through the mobile banking service and are subject to all Personal Internet Banking Terms and Conditions.
- Use the Branch Locator service to identify HSBC branches and ATMs nearby. You can choose whether or not to use your mobile device's actual location while using the branch locator service. You do need to have accounts with any member of the HSBC Group to use this service.
Can I use HSBC Mobile Banking service outside the United States?
The Mobile Banking service is available outside the United States but is dependent on the availability of the mobile service provider's geographical coverage. We recommend that you check your roaming coverage and charges prior to travel outside of the United States.
Please note: HSBC reserves the right to cancel transactions, at its discretion, when initiated outside of the United States.
Why are some mobile features available in other countries and not in the US?
HSBC Group's offerings differ from country to country. As a result, what you can access via the HSBC Mobile App also varies, and not all capabilities are available in all countries. We will continue to add features and services to the mobile app. For more information about what is available in each country, please visit: http://services.mobile.hsbc.com/pages/mobile-banking.html
Is Global View available on the HSBC Mobile App?
Yes, you can now view your eligible global HSBC deposit accounts via the HSBC Mobile App.
Secure Log on with Mobile Banking
How do I log on to HSBC Mobile Banking?
To log on to HSBC Mobile Banking service, you can download the app from the App StoreSM or Google Play™.
Do I use the same log on credentials (Username, Memorable Answer, and Password) for HSBC Mobile Banking that I use for the Personal Internet Banking?
Yes, the same Personal Internet Banking credentials (Username, Memorable Answer, and Password) are used to access your HSBC accounts through Mobile Banking. Alternatively, you can scan your fingerprint on your compatible mobile device in order to log onto HSBC Mobile Banking. To enable this functionality, you must have: the appropriate applications for scanning fingerprints set up on your compatible mobile device (including registering your fingerprint); downloaded the HSBC Mobile Banking app and enabled the appropriate applications for HSBC Mobile Banking.
Can I change my log on credentials (Username, Memorable Answer, and/or Password) in Mobile Banking?
No, log on credentials cannot be changed within Mobile Banking. You can change your credentials by logging on to Personal Internet Banking from your computer or laptop.
What types of Transfers can be initiated through Mobile Banking?
You can perform 'One-time Transfers' including future dated transfers between your HSBC checking, savings, credit card and/or line of credit accounts through Mobile Banking.
Can Transfers be canceled or changed through Mobile Banking?
Transfers cannot be canceled or changed through Mobile Banking. Instead, you can cancel or change a Transfer in the Full Website view or when you log on to Personal Internet Banking from your computer or laptop.
What if a Transfer cannot be processed accordingly?
You will receive a secure BankMail within Personal Internet Banking if a transfer cannot be processed.
Can I pay bills through HSBC Mobile Banking?
Yes, with HSBC Mobile Banking, you can conveniently pay bills to virtually anyone in the United States, 24 hours a day.
Can I set up a new bill payment payee within Mobile Banking?
No, a new payee cannot be setup within Mobile Banking. You can create a new Bill Pay payee when you log on to Personal Internet Banking from your computer or laptop. Once set up and first payment made to that payee, payments thereafter can be setup through Mobile Banking.
Can I change or cancel a bill payment through Mobile Banking?
Bill Payments cannot be canceled or changed through Mobile Banking. Instead, you can cancel or change a bill payment in the Full Website view from your mobile device or when you log on to Personal Internet Banking through your computer or laptop.
What is the cut-off time for bill payments?
Bill Payments scheduled before 1:00 P.M. Eastern Time, Monday through Friday (excluding federal holidays), will be processed on that day. Payments scheduled after 1:00 P.M. Eastern Time will be processed on the next business day.
We recommend that you schedule your bill payments at least five (5) business days before a payment is due.
Is there a fee for the Bill Pay service?
The Bill Pay service is free for all HSBC customers.
How do I report a Bill Pay problem?
You can report a Bill Pay issue by sending a secure BankMail or you can contact our Customer Relationship Center.
How will I be notified if there are any issues with my bill payments?
You will receive a secure BankMail within Personal Internet Banking if a bill payment cannot be processed.
Are account details stored on my mobile device?
HSBC does not store any account details on your mobile device.
What security measures can I take to protect my information on Mobile Banking?
The steps you should take to secure your information include:
- Log off your Mobile Banking session when finished
- Password-protect your mobile device
- Disable the Password Save or Auto Complete function in your browser
- Keep your Username, Memorable Answer and Password confidential and do not share your credentials with anyone.
- Do not allow anyone else's fingerprints to access your mobile device if you choose to enable fingerprint scanning to logon to HSBC Mobile Banking.
Additionally, we cover your banking transactions with HSBC's $0 Liability, Online Guarantee, so you can continue to perform online banking and bill payment transactions safely and with peace of mind.
For additional information about online security, visit HSBC's Security & Fraud Center.
What happens if my mobile device is lost or stolen?
If your mobile device is lost or stolen and/or you feel your log on credentials may have been compromised, please contact the Customer Relationship Center immediately.
We also recommend that you contact your wireless service provider to have your device deactivated.
HSBC Mobile Check Deposit
What is HSBC Mobile Check Deposit?
Mobile Check Deposit allows you to take a picture of the front and back of your check with the HSBC Mobile Banking App and your device's camera and deposit the check into one of your eligible HSBC deposit accounts.
Who is eligible to use HSBC Mobile Check Deposit?
HSBC Bank USA, N.A. customers who have an eligible HSBC savings or checking account. You must also have a Personal Internet Banking account and have downloaded a current version of the HSBC Mobile Banking App.
How does HSBC Mobile Check Deposit work?
Mobile Check Deposit works by allowing you to take a picture of the front and back of your properly endorsed check with the HSBC Mobile Banking App and your device's camera. Select the account you want the check deposited into and enter the amount of the check. You then submit the transaction to HSBC through the app and we will process the check. You must then mark the original check by writing "mobile check deposit" on the front with the date and retain the check for ninety (90) days.
Is there a limit on the amount that I can deposit?
For HSBC Premier: $10,000 daily and $25,000 monthly
For HSBC Advance: $5,000 daily and $10,000 monthly
For Personal Banking: $3,000 daily and $5,000 monthly
Is there a limit on the number of checks I can deposit?
You can deposit as many checks as you would like as long as you do not exceed the daily and monthly limits.
What types of checks can I deposit?
Only checks drawn on a US institution can be deposited. You can not deposit travelers checks, or international checks.
How will I know if there is a problem with my mobile check deposit after I submit it?
If a problem arises with your deposit, such as a returned check, we'll send a written notice to your primary address by U.S. mail.
What should I do with my paper check?
You must mark the original check by writing "mobile check deposit" on the front with the date and retain the check for ninety (90) days. After 90 days you should destroy your check.
How long should I keep my paper check?
Please retain your paper check, now marked with "mobile check deposit" and the date, for 90 days.
When will my funds be available?
Checks deposited through HSBC Mobile Check Deposit before 10pm ET on a Business Day will consider that day to be the day of deposit. Deposits made after 10pm ET will be considered to be made on the next Business Day. Funds deposited may not be available for immediate withdrawal and will be made available based on the Funds Availability section of the Rules for Consumer Deposit Accounts.
How long can I see my checks in the HSBC Mobile Check Deposit history?
You can view detailed information regarding submitted mobile deposits within the HSBC Mobile Banking App for up to 90 days. Select Check Deposit History. Futher details regarding deposits and other transactions can be viewed for up to 24 months within your Account Details on the HSBC Mobile Banking App or Personal Internet Banking.
How do I get the best image of the check?
Place the check on a dark, unreflective background/surface when taking photo - Be sure to place the check flat on the surface - Ensure all four corners of the check are visible inside the red box.
Are there fees for using HSBC Mobile Check Deposit?
HSBC does not charge to use HSBC Mobile Check Deposit. However, data rate charges may apply from your wireless carrier/provider.
Why do I need to provide personal information during Mobile Check Deposit Registration?
This information will help us to ensure our records are accurate, meet our regulatory requirements and will allow us to more quickly process your request.
Touch ID for HSBC
What is Touch ID?
Touch ID is an easier alternative to logging onto your Mobile Banking app, using just your fingerprint instead of your Security Device Passcode.
Can I use Touch ID to log on to the HSBC Mobile Banking app?
To log on using Touch ID you need to have the HSBC Mobile Banking app installed on an iPhone 5s or above, running iOS 8 or above.
How do I switch to Touch ID when I am using my Security Device Passcode to log on the HSBC Mobile Banking app?
You can enable Touch ID from the Settings menu in the HSBC Mobile Banking app.
If my fingerprint is not recognized, can I still log on to my account?
Yes. You can still log on to the HSBC Mobile Banking app using your Security Device Passcode.
Can I use Touch ID to log on if I have other people's fingerprints stored on my device?
When you enable Touch ID log on, any fingerprint stored on your device - now or in the future - can be used to log on to the HSBC Mobile Banking app. You should only enable Touch ID if you are the only person who has registered fingerprints on your device.
You can add or remove fingerprints in your device settings.
If my fingerprint is not recognized, can I still log on to the HSBC Mobile Banking app?
Yes, but after three failed attempts to recognize your fingerprint you will need to use your Digital Security Device Passcode instead.
How can I disable Touch ID?
There are two ways to disable Touch ID:
- Disable Touch ID in the Settings menu of the HSBC Mobile Banking app.
- In your device settings, delete all registered fingerprints or delete the device passcode.
Enabling Touch ID again in your device settings will also re-enable it for the HSBC Mobile Banking app.
What if my Touch ID-enabled phone is lost or stolen?
If your mobile device is lost or stolen and/or you feel your log on credentials may have been compromised, please contact the Customer Relationship Center immediately. We also recommend that you contact your wireless service provider to have your device deactivated.
Will my fingerprint be stored in the app or elsewhere within HSBC?
No. Your fingerprints will not be stored in the HSBC Mobile Banking app or kept within HSBC. For more details please refer to the Terms and Conditions.
iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.
Android and Google Play are trademarks of Google Inc.
App Store is a service mark of Apple Inc.
Amazon, Fire and all related logos are trademarks of Amazon.com, Inc. or its affiliates.
BlackBerry is a registered trademark of BlackBerry Limited, the exclusive rights to which are expressly reserved.
Data rate charges from your service provider may apply. HSBC Bank USA, N.A. is not responsible for these charges.
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