Mobile Banking FAQ | HSBC

Notice:

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Mobile Banking FAQs

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 accounts1
  • Transfer funds between your HSBC accounts
  • Pay bills to virtually anyone in the U.S.
  • Use Global Transfers to move funds between your eligible international HSBC deposit accounts1
  • 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 6.0 and higher, iPad® iOS 6.0 and higher, iPod Touch® iOS 6.0 and higher.
    Note: Apple® iPhone® iOS 6.0 is available on generation iPhones 3GS or higher.
  • AndroidTM - powered devices with platform 2.3 and higher
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 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™.

How can I use HSBC Mobile Banking service?

You will have the opportunity to:

  • 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.
  • 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.
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.

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.

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.

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. 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. 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 ensure your information is secure 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.

Additionally, your banking transactions are covered by 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.

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. Additional features and services will be added to the mobile app in the near future. For more information about what is available in each country, please visit: http://services.mobile.hsbc.com/pages/mobile-banking.html

Are Global View and Global Transfers available on the HSBC Mobile App?

Yes, you can now view and move funds between your eligible global HSBC deposit accounts via the HSBC Mobile App.


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 the HSBC Mobile Banking App version 1.5.5 and up.

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?

$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.

HSBC Mobile Check Deposit

What is HSBC Global Transfers via Mobile Banking App?

Global Transfers via mobile devices allows HSBC Premier and Advance customers to transfer funds between your linked, eligible, U.S. deposit accounts and your international HSBC deposit accounts from the HSBC Mobile Banking App via their smartphone.

Who is eligible to transact a Global Transfer via Mobile Banking App?

HSBC Bank USA, N.A. Premier and Advance customers who have an eligible HSBC savings or checking account. Customers must also have an HSBC Personal Internet Banking account and have downloaded the HSBC Mobile Banking App version 1.5.5 and up.

How to make a Global Transfer from your mobile device:

To make a Global Transfer from your mobile phone, you need to link your international HSBC deposit accounts in HSBC Global View via desktop. Once done, please follow the below instructions to complete the transfer.

  1. Log into HSBC's Mobile Banking service with your Personal Internet Banking credentials
  2. Select "Banking" from the left hand navigation.
  3. Select "Move money" from the left hand navigation.
  4. Select "Global Transfers" from the "Move Money" drop-down menu.
  5. Select "Make a Transfer" from the dropdown list.
  6. Select the country/territory that you would like to transfer to from the dropdown list.
  7. Read the Terms & Conditions, and if you agree click on the "Agree and Continue To Global Transfer" button.
  8. Click on the "From account" field and select the specific deposit account you would like to transfer funds from within the originating country.
  9. Click on the "To account" field and select the specific deposit account you would like to transfer funds to within the receiving country.
  10. Under the "Currency and Amount" field select the currency you would like to transact the transfer in.
  11. Under the "Date and Frequency" select if you would like to Transfer Now, Transfer Later, or create a recurring transfer.
  12. Under "Transfer Information" enter the Recipient Phone Number and you may also optionally enter a reference for your records.
  13. Select the "Transfer" button.
  14. Review the details of your transaction for accuracy. If you need to change any of the information select "Edit" from the upper right-hand corner.
  15. If your details are accurate, select the "Confirm" button.
  16. You will now be provided with a transaction summary and a confirmation for your submitted request.
How to search for a previous Global Transfer:
  1. Log into HSBC's Mobile Banking service with your Personal Internet Banking credentials
  2. Select "Banking" from the left hand navigation.
  3. Select "Global Transfers" from the left hand navigation.
  4. Select "Transfer History" from the dropdown list.
  5. You can search for a previous Global Transfer by selecting one or more of the following options.
    1. A particular account or all accounts. The list of accounts will be filtered based on the country/territory that you selected.
    2. Date Range for when the transaction was initiated.
  6. Your Global Transfer transaction history will display based on your filter options placed from newest to oldest.
  7. To view the details of a specific transaction, click on the transaction itself.
How to view scheduled future Global Transfers:
  1. Log into HSBC's Mobile Banking service with your Personal Internet Banking credentials
  2. Select "Banking" from the left hand navigation.
  3. Select "Global Transfers" from the left hand navigation.
  4. Select "Future Transfers" from the dropdown list.
  5. You can search for a future Global Transfer by selecting one or more of the following options.
    1. A particular account or all accounts. The list of accounts will be filtered based on the country/territory that you selected.
    2. Date Range for when the transaction will be initiated.
  6. Your future Global Transfer transactions will display based on your filter options with the soonest scheduled transactions displaying first.
  7. To view the details of a specific transaction, click on the transaction itself.
  8. When viewing a specific transaction you can now either "modify" or "delete" the transaction as needed by clicking the respective button.
In what currencies can I make my transfer?

You will be able to select the amount of the transfer in either the currency of the account you are transferring funds from or the currency of the account you are transferring funds to. Some currencies are not available for trade within Global Transfer; these currencies include: Bermuda BMD, Brunei BND, Cayman Islands KYD, Egypt EGP, Jordan JOD, Malaysia MYR, Oman OMR, Paraguay PYG, Philippines PHP , Qatar QAR, Sri Lanka LKR, Vietnam VND.

Are there any fees for transacting a Global Transfer via Mobile Banking App?

HSBC does not charge a fee to initiate a Global Transfer via Mobile Banking App. However, data rate charges may apply from your wireless carrier/provider. Also, foreign currency exchange rates may apply.

How is the exchange rate calculated in my Global Transfer?

HSBC provides real-time rates for immediate transfers. Customers can initiate an immediate transfer to view the rate they will receive at that time. . Exchange rates are calculated using the following tiers:

  • $0- $9,999.99 USD
  • $10,000- $19,999.99 USD
  • $20,000- $49,999.99 USD
  • $50,000- $99,999.99 USD
  • $100,000.00- $149,999.99 USD
  • $150,000- $200,000 USD

A small number of countries do not offer immediate transfers.

Is there a limit to the amount I can transact for my Global Transfer via Mobile Banking App?

The maximum transaction and daily limit for U.S. HSBC accounts for inbound and outbound transfer is US$200,000. Some countries may have local limit restrictions. Check with your destination country for limit information.

What frequencies are available to transfer?

The following is a list of frequencies you can select from when setting up a recurring transfer plan:

  • Daily- Once every day from the first send date.
  • Weekly- Once every week from the first send date.
  • Monthly- Once every month from the first send date.
  • Last day of the month- The last business day of the month in which a transaction can be processed.
  • Quarterly- Four times a year or every three months.
  • Half Yearly- Twice a year or every six months.
  • Yearly- Once per year.
What does the Reference field relate to?

A memo can be entered for the transaction(s) created. This item is for your reference to allow you to identify the reason for the transaction, where necessary. Similar to the "Memo" line on a check.

What does Transfer Date represent?

The transfer date is the date that funds will be withdrawn from your account and sent.

What does Date Available represent?

The latest date that your funds will reach the chosen destination account. Note that your funds may arrive sooner. Due to delay in processing in certain countries, the Transfer date may not always coincide with the Date available.

What is Transfer Later?

Transfer Later is the ability for customers to schedule a transfer for a future business day. Customers will select the Transfer Date for the transfer to begin processing. The Transfer date is the date the funds will be withdrawn from the account and sent.

Are there any restrictions on how far out in the future I can schedule a transfer?

Yes. Transactions cannot be dated between day 2 and 4 from the current date. A transfer can either be initiated as an immediate transfer or it can be scheduled five or more days in the future.

What does the Create Recurring Transfer represent?

The 'Create Recurring Transfer' feature allows customers to schedule Global Transfers to occur at a set frequency in the future. The Start date is the date that funds will begin to be withdrawn from your account and sent in accordance with the frequency selected either indefinitely or for a set amount of transfers.

Can I cancel a Global Transfer made from my mobile device after it has been initiated?

Yes. Customers may cancel the transfer within 30 minutes of submission. If you have any questions, please contact Premier Customer Service at 1-888-662-4722. For Advance Customer Service, please call 1-866-584-4722.

Can I amend or cancel a future dated or recurring Global Transfer I have scheduled on my mobile device?

Yes, you can both amend and cancel future dated or recurring Global Transfers from your mobile device by selecting "Future Transfers" from the dropdown list. If a future dated or recurring transfer is amended or deleted, a new confirmation receipt will be generated for your reference.

Have a question?

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