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 12 months 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?

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.

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 from your mobile device:

  • View your account balances and transaction history
  • Transfer funds between your HSBC accounts
  • Pay bills to virtually anyone in the U.S.
  • Locate ATMs and branches
  • Send and receive secure BankMail

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
  • Customers with a BlackBerry® TorchTM (9810, 9850 and 9860 smartphones) or older versions of the iPhone®, iPad® and AndroidTM devices can continue accessing the web-based mobile banking by visiting us.hsbc.com/mobile.
Does my device need to accept cookies to access Mobile Banking?

When utilizing web-based version of Mobile Banking (us.hsbc.com/mobile), your device needs to accept cookies. If utilizing the Mobile Banking App, you do not.

We use "cookies" to help us determine whether you have accepted the Mobile Banking Terms and Conditions. Cookies are small files that our web server places on your mobile device that allows us to identify your acceptance of this Terms and Conditions. The cookies we set contain no personal information. HSBC Cookies only identify that you have accepted the Terms and Conditions, and cannot be read by any non-HSBC websites.

HSBC does not gather any information from you, store any information related to you or provide any information about you to nonaffiliated third parties.

To update the cookie settings on your device, please follow the steps below:

Apple® iPhone®
  1. Open Settings
  2. Select Safari
  3. Select 'Accept Cookies'
  4. Select 'Always' or the 'From Visited' option.
AndroidTM
  1. Open Browser
  2. Click the 'Menu' button on the device
  3. Click 'More'
  4. Choose 'Settings'
  5. Under Security Configuration check the 'Accept Cookies' option
Blackberry® TorchTM
  1. Open Browser
  2. Click the trackball or the key
  3. Click 'Options'
  4. Click the 'Accept Cookies' box
  5. Click 'Save'
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™. Or if you prefer, simply visit us.hsbc.com/mobile from your mobile device. For easy navigation to Mobile Banking, you can bookmark the web address on your mobile device.

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.

How can I enlarge the view of my account details if this feature is not available on my mobile device?

To enlarge your account details while logged on to the web-based version of Mobile Banking (through us.hsbc.com/mobile), select the 'Full Website' link located at the bottom of your Mobile Banking screen. This will open your Personal Internet Banking profile where your session can be expanded for viewing.

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

Is Global View available on the HSBC Mobile App?

Yes, you can now view your eligible global HSBC accounts on the HSBC Mobile App. Global Transfers however, are not available at this time.

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.

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Internet Banking

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