I have received an email from HSBC about changes to HSBC Personal Internet Banking. How do I know that this is genuine and not a phishing email or fraud attempt?
The email you received is about exciting changes regarding our HSBC Personal Internet Banking. The email address is: 'HSBC@emessaging.us.hsbc.com'. You will know this is from us because we will never send an email asking you to enter or confirm your online banking details. Click here to learn more about how to protect your security online.
Why are you updating internet banking service? I like it the way it is.
We understand change can be hard. Rest assured we are continually evolving and adapting our services to meet your banking needs and to ensure you have the best possible online experience with HSBC. We will continue to enhance our services to make certain you feel your online banking is safe, secure and reliable.
Is this change safe? Will my accounts still be secure?
Will these changes affect banking on the HSBC Mobile Banking App?
Upgrades and enhancements to the HSBC Mobile Banking App will be taking place in the future and we'll be sure to notify you prior to any changes taking place.
HSBC's Personal Internet Banking service has a number of new enhancements. Along with a fresh new look, you will have:
More streamlined navigation
Simplified ways to move money, including paying bills, making transfers, sending wires and more
Easier international payments
There is no longer an option to pay multiple bill payees in a single location. The new 'Move money' section allows you to pay one bill payee at a time. However, it has been designed to quickly and easily set up a payment and move on to the next.
I notice the left hand navigation is missing, how do I navigate in this new format?
Once you are logged in, you will be brought to your 'My Banking' page. From here you can see all of your accounts, move money and more. If you are looking for specific navigation or area to visit, you now access all of your internet banking functions from the menus across the top of the page, simply select 'My HSBC' tab at the top left and all of your navigation will appear.
We understand that your financial needs are constantly evolving. That's why we're always looking for ways to make it even easier for you to manage your money.
Once you've logged on to Personal Internet Banking it's simple. First, we've moved the location for all of your internet banking activities to the top of the screen under the My HSBC heading.
We've also made it easier for you to see all your accounts on your My Banking page. You can return here at any time by selecting the HSBC logo.
Moving from a high level view, including your global accounts, to a more detailed view.
Looking to pay your bills? Then Move Money is ideal. It's also perfect for sending wires or making global transfers between your eligible HSBC deposit accounts in different countries.
There's also Quick Transfer, a great tool for moving money between your eligible HSBC USA checking and savings accounts. Familiar services like Money Management Tools are now easier to access.
Your new and improved Personal Internet Banking experience.
What else has changed?
Your Account Summary and Transaction History are shown on the same page. A list of 'My Accounts', (including both your US accounts and Global Accounts if applicable) will appear on the left-hand side, and the Transaction History for the selected account will display to the right.
All transactions including pending transactions for the selected account will appear within the Transaction History page of the account you have selected in 'My Accounts' section.
From the Transaction History section, you now have the option to select 'Manage' and navigate to the following service options: Travel Notifications, Report an ATM transaction error, Order check book, Stop check, View and print eStatements, Communication preferences, and Request a statement copy.
The 'My Rewards' link will no longer be available on the landing page. You will be able to access 'My Rewards' from the 'My HSBC' navigation tab menu.
Your 'My Services' page is located to the far right within the top navigation bar.
There is no longer an option to pay multiple bill payees in a single location. The new 'Move money' section allows you to pay one bill payee at a time, however, it has been designed to quickly and easily set up a payment and move on to the next.
In what order will my accounts be listed on the My Banking Page?
Your order of accounts is determined by the Product category, and will be shown in the following order:
Term Deposit Accounts
HSBC Credit Cards
Premier Asset Management account
Investment – Brokerage
Investment – Direct Mutual Fund
US accounts are listed first, and then accounts from other countries are listed using the same rules as stated above.
Where did my BankMail go?
This is now shown as a mail icon with the number of new messages located on the top navigation bar. You can access your messages from a drop down list by clicking on the message icon. Clicking on a single message will take you directly to that message or you can select 'View All Messages.'
How do I report problems regarding my accounts within Personal Internet Banking?
You can report a problem directly from your 'Transaction History' page by clicking on the 'Report a Problem' link on the bottom of the transaction list.
You also have the option of reporting a problem through BankMail, however, if you report a problem directly from BankMail, this information will not be auto-populated.
How do I get back to My Banking screen?
There are two ways to return to your main My Banking Page.
Click on the HSBC Logo in the upper left hand corner of the page.
Navigate to the 'My HSBC' tab at the top of the page and select 'My Accounts' under the 'My Dashboard' heading.
Move Money is a single place for managing all your payments and transfers from your HSBC US accounts.
All payments and transfers can be started by selecting the Move money icon within the 'Transaction History' page or via the My HSBC tab at the top of the screen and selecting from the Move money menu.
You can move money between your accounts (both international and United States) or make payments to other people or pay your bills. You also have the option to setup payees and save them for future payments.
IMPORTANT TO NOTE: We no longer have an option to pay multiple bill payees in a single location. The new 'Move money' section allows you to pay one bill payee at a time, however, it has been designed to quickly and easily set up a payment and move on to the next.
For eligible move money options, you can choose for the transaction to happen immediately, on a future date and set up regular payments between your accounts or to someone else.
For transfers between your checking and saving accounts in your own country and in the same currency, you can also use Quick Transfer on your My Banking page.
How do I get to the Move money section?
This section can be accessed from the 'My HSBC' tab at the top of the home page or by clicking on the Move money icon located in the upper left corner within any account detail page.
How do I make a Global Transfer using Move money feature?
To make things simpler for you, all globally-linked accounts now appear on your 'My accounts' page. Your US accounts will appear first, and then any other linked countries/territories after.
To transfer to your global accounts, on the 'My accounts' screen, select the account that you wish to make a transfer from, and then click on the 'Move money' icon.
Review the 'from account' and select the appropriate 'to account' from the options provided. All globally-linked accounts that you can transfer to will appear in this list.
Enter the transfer amount and then follow the on-screen instructions to select when you would like the transfer to occur. A transfer can be set up to go now, later or as a recurring payment.
Will my existing Bill Pay and Wire Transfer payee information be saved once Personal Internet Banking has been upgraded?
Yes. You will not need to re-enter your payee information after you are upgraded, but you should verify that the correct information has been carried over once the conversion is complete including payees' mailing addresses.
My Payees screen does not have an option to add a new Wire Payee; how can I add a new Wire Payee?
From the 'My Payees' section on the left hand side of your screen, you have the option to add a 'New Bill Payee', but not a new Wire payee. A new Wire Payee can only be set up in line with a new wire payment transaction i.e. when you choose to transfer funds to "New Payee" by selecting "Wire Payee".
To set-up a new Wire payee, you need to click Move money, then click the 'New payee' tab, and then click on the 'Wire transfer'button. The system will require you to enter your Security Code at this point unless you already used a Security Code to log onto that session, and will also need to enter a transaction digital signing code to complete the wire payee creation. Once the wire has been confirmed this new wire payee will appear in the My Payees tab.
How do I make an HSBC Credit Card Payment?
You can use 'Move money' option to transfer money from any of your HSBC deposit accounts to your HSBC Credit Card account or click on the 'View Details' option to be directed to the credit card page.
Am I still able to view My HSBC Credit Card transactions on the detailed HSBC Credit Card page?
Yes, you can still view your HSBC Credit Card details, as well as set up services such as ez pay, by selecting the 'View details' option to launch the detailed HSBC Credit Card page.
What is the Quick Transfer function?
The Quick Transfer function is a new feature added to Personal Internet Banking. It allows you to transfer funds between your own domestic savings and checking accounts immediately. It is available from the bottom of the 'My Banking' page, under the 'Transaction History' section of the page.
Can I use Quick Transfer to transfer funds from my HSBC Credit Card to my bank account?
No. Quick Transfer provides the ability to transfer money immediately between your checking and savings accounts only.
Will I have to go to the full HSBC Credit Cards page to may an HSBC Credit Card payment?
No. If you have an HSBC Credit Card, you can transfer money from one of your HSBC deposit accounts to your HSBC Credit Card(s) account using the Move money function.
How do I pay a bill in Move money?
First, you'll need to navigate to the Move money section of Personal Internet Banking. This can be accessed from the My Banking home page OR within 'Transaction History' section located to the right of the 'My Accounts' listing in the upper left hand corner under the Move money button.
Once you are in this section, you need to follow the steps listed below:
Select the account you wish to pay from.
Select who you want to pay by clicking on the My payees button
Enter the amount you wish to pay.
Enter a note in the reference section if desired.
You now have the option of making this a one-time payment, a future dated payment or a recurring payment.
To make a one-time payment, select "Today."
Validate the information you input to confirm accuracy and select "Continue."
Review the Verification screen and select confirm to process the payment.
How do I cancel a payment?
You can cancel a future payment at any time before it is processed.
To cancel a future payment:
Click on the HSBC logo to return to the 'My accounts' screen.
Click the 'Move money' button from your Transaction summary screen on the right.
Select Amend or cancel pending payments and transfers ' within 'Move money' and follow the on-screen instructions.
If a payment has already taken place, then it cannot be cancelled. It will show on your recent transactions list.
How can I change a payment I've set up?
You can edit payment at any time before it is processed.
To amend future or recurring payments:
Click on the HSBC logo to return to the 'My Banking' screen.
Click the 'Move money' icon from your Transaction summary screen on the right.
Within Move money, select 'Amend or cancel pending payments and transfers'.
Find the payment that you wish to amend from the list of payments, then select 'Edit' and follow the on-screen instructions.
If a payment has already taken place, then it cannot be edited. It will show on your recent transactions list.
How do I review a Bill Payment that I've already scheduled?
Select Bill Payment History on the left hand side of the Move money menu.
You are able to search for a payment using any of the following information:
Select account you paid from.
If you don't remember which account you paid from, you may select 'all accounts', select 'Search' and search by the following specifications.
Search by date range.
Search by amount.
Search by name of payee.
Once you make your selection and press enter, a list of transactions or your specific transaction will be shown on the screen.
How do I set up a Future Dated Payment?
To make a future payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.
Once the 'To account' has been selected enter the payment amount. Then for future payments, please select 'Later' (if applicable). You will be asked to confirm when you want the payment to occur.
Then select Continue to verify the payment details.
How do I set up a recurring payment?
To make a recurring payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.
Once the 'To account' has been selected enter the payment amount. Then for recurring payments, please select 'Recurring' (if applicable). You will be asked to confirm when you want the payment to take place as well as the number of payments.
Then select Continue to verify the payment details.
Will I continue to be able to change any future dated payments I have set up?
Yes. Within the 'Move money' section select Amend or cancel pending payments and transfers. This will provide a consolidated view of all pending payments and transfers (future/pending Transfers, Bill Pay, and Wire transfer) Future/pending transfers and bill pays can be modified or deleted. Although wire payments are not technically future dated, international wires may be cancelled within their 30 minutes cancellation window. Please note that domestic wire will be executed immediately without a 30 minutes cancellation window.
What are the frequency options for recurring bill pay payments?
The frequency for recurring payments can be set to Weekly, Every 2 weeks, Monthly, Every 2 months, Quarterly, Semi-annually, and Annually. The date of the first payment can be set to today's date. If the recurring Bill payment falls on a non-business day, it will be processed the next business day.
When amending a recurring payment, does it amend the amount for all remaining payments or just the one payment?
It amends the amount for the next scheduled transaction only. Only this Bill Payment will be amended. Any other future-dated Bill Payments will be made in accordance with your original request. To change all future-dated Bill Payments, please delete this recurring payment and create a new request. You will need to go back into future dated transactions.
When cancelling a recurring payment, does it cancel all remaining payments or just the one payment?
It cancels all future dated transactions.
What accounts can be used for Bill Pay?
Only checking accounts can be used for Bill Pay.
Where is the option to pay multiple bills at once?
We no longer have an option to pay multiple bill payees in a single location. The new 'Move money' section allows you to pay one bill payee at a time, however, it has been designed to quickly and easily set up a payment and move on to the next.
How do I make a Bank to Bank Transfer using the Move money feature?
Click on left menu option within Move money section that is labeled 'Bank to Bank Transfers'.
Accept Speed bump – this allows you to enter the Bank to Bank Transfer function.
Input your amount.
Select account to transfer from.
Select account to transfer to.
Select Send on Date.
Press Continue and follow onscreen instructions.
How do I add an external account to Bank to Bank Transfers?
Select 'Add a New Account' button.
Input required information on the screen. You will need the Routing Number and Account Number of the account you wish to add.
Follow the onscreen instructions.
How has Global Transfers or transferring money from my US accounts to my foreign accounts changed?
You no longer need to use Global View to transfer money from your US account to your foreign account as you did in the past. In new Personal Internet Banking, if customers add their international account using Add or remove a country/territory link from the My HSBC menu, they can then use the Move money function to transfer funds from their US accounts to their foreign accounts. Transfers from the customer's domestic account to an international account could occur in either USD or foreign currency. Customers will still need to log on to their foreign account to do the reverse money transfer (i.e., transfers from their foreign account to their domestic US account).
How do I make a domestic or international Wire Transfer?
On the 'My Banking' screen, select the account that you wish to make a payment from, and then 'Move money.'
If you have made a payment to this recipient before, select the appropriate account from 'My payees.' If this is the first time you've made a payment to this recipient, you will need to select "new payee." Please ensure that you have their name, address, bank code (ABA Fedwire routing number for domestic wire) and account number ready.
Once the payee has been set up, enter the payment amount and then follow the on-screen instructions to select when you would like the payment to occur.
Can wire transfers be sent from any account?
No. You cannot send wire transfers (domestic or international) from certain types of account. These accounts will automatically be blocked from "To Account" list.
Are there any changes in the Security Requirements for sending wire transfers?
You will only be required to enter their Security Code when you set up a new wire payee (domestic or international) and send them a wire for the first time. After that, you can send wire payments to existing payees without entering a Security Code; logging in with their password is sufficient. Also, a Transaction Digital Signing (TDS) code has to entered, for additional security, during the wire payee set up process. This code is generated using a slightly different method than the security code used to log on and create the wire payee, so ensure you follow the online instructions carefully.
Please note that you will also be required to enter a security code when you need to add (or remove) a country in Global View (My HSBC tab > Add or remove a country/territory link).
What if I want to send a Wire transfer but I don't know the recipient's bank ABA Routing Number?
If you do not know the identifier of the bank, you can use the bank search tool built into the Wire transfer details screen to locate the routing number of the payee's bank. Otherwise, you will need to obtain that information from the payee.
Will my existing Communication and Marketing Preferences be saved/carried over after the upgrade takes place?
Yes. All communication and marketing preferences you set up previously will automatically be transferred after you are upgraded to the new Personal Internet Banking.
Does address change apply to all customer accounts?
If a you submit an address change and select the "Use this address for all correspondence" tick box, the address change will apply to all of your accounts and will replace your old address.
If a you submit an address change and only select specific accounts (and have not selected 'Use this address for all correspondence'), the address change will apply at an account-level for only those accounts selected and will not replace the address overall. Further, this new address will NOT be displayed the next time you come back to that screen.
Please note that address changes will only be applied to your US accounts. You will need to log on to any international accounts and update their contact details there.
How can I add or remove accounts from my Internet Banking profile?
The service option to add or a remove an account to a customer's Internet Banking profile will no longer be available in new Personal Internet Banking. However customers can still request to have accounts added or removed through the existing alternate channels (Branch, Contact Center, and BankMail).
Can I still place a stop check request?
Yes. You can submit a request to stop any check (from the Account Details, select Manage > Stop Check), but if that check has been processed then you will not be able to stop the check.
Are there any changes in what Transaction History will be available to me?
No. You are still able to get up to 24 months of transaction history for your checking and saving accounts and 12 months for credit card and select credit history. You can also view and download the statement history for deposit products, credit cards, and select credit statements for up to 84 months (7 years). Additionally, the following eStatements are available online:
Tax Document – 5 years
Wire receipts – 2 years
Can I request an eStatement for a closed account?
You will not see your closed account on your My Banking page and you will not be able to request an eStatement for a closed account.
Can I customize account names in the upgraded Personal Internet Banking?
Yes. You now have the ability to perform an 'Instant Update' to your account nick names. From the 'Account Details' screen, under 'Account Name', there will be a link to 'Rename Account.' When selected, the 'Account name' field will become an editable field in which you can change the account name. If you clear out the name in the editable field, the account name will return to the default. You will no longer be able to have two accounts with the same nick name. If you try to change an account nick name to a name that already exists in your profile, they will receive the following error message: 'Entered nickname already exist, please try another.'
Can I request images of checks through new Personal Internet Banking?
Yes. You can request a check image be sent to you. First, you need to search for a check using the Transactions History search function. Once the results are displayed, you need to click on the Check not listed button to open the Request a check copy screen. The check image will be sent to you via US mail. A fee may be associated with this request, please check your HSBC Account Terms and Conditions.
Can I print information from Personal Internet Banking?
Yes. Some pages have a 'print' button, creating an easy to read printer-friendly version. Pages without a print button can be printed as well, but the formatting on the page may be less clear.
What file formats are available for transaction history download?
You can choose to download your transaction history from online banking in a CSV file format. These file formats can then be used with your chosen personal financial software tool such as Quicken, Microsoft Money or generic program such as Microsoft Excel.