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Protecting yourself from scams and fraud

Online connectivity is convenient, but being wired in and on the go means it's very important to protect yourself.

Living in a digital city like Singapore, you do so much online, whether it's on your smart phone, laptop or other digital gadgets. 

Here are some areas where being proactive will help keep digital fraud far away, especially as you switch to doing more of your banking online.

Jump to: 

Mobile and online banking security and tips

Know how HSBC keeps you safe

Take care of passwords and malware threats

Protect yourself against financial fraud and crimes when travelling

Fraud and scam assistance and reporting

Mobile and online banking security and tips

Watch your belongings and networks

  • Use your own handset or tablet to log on and access your accounts
  • Don't leave your device unattended after logging on to mobile banking or your emails, and log off completely on all the pages you open on public computers
  • Remove all data on your old phone or tablet before donation, reselling or recycling
  • Review your account transaction history through online banking if you lose your mobile phone or tablet and report any suspicious transactions to us immediately

Keep things up to date and verify apps, browsers and networks

  • Only install trusted virtual keyboards and apps, including HSBC SG Mobile Banking App, and understand apps permissions
  • Install a personal firewall and virus detection software on personal computers, and update them regularly to ensure protection
  • Use default browsers rather than browsers downloaded from other sources
  • Use trusted Wi-Fi networks – hackers could use them to bypass your phone's security

Be smart about your device and its settings

  • Disable Bluetooth if you're not using or set your device to non-discovery mode
  • Avoid jail broken or rooted devices, which may have security loopholes, to log on to mobile banking
  • Disable screen mirroring on your mobile device when mobile banking

Use passwords and user names

  • Always keep your phone locked with a password, fingerprint or facial recognition
  • Keep your personal log on information private, and don't store your online or mobile banking username and password on your device
Want to understand more on how to keep your personal and financial data safe from the crime? Read our Common scams and preventative tips.

Know how HSBC keeps you safe

We'll never ask for your log on details and personal information for internet banking, phone banking or ATM services.

When you call us, you may be asked to input your password or PIN for authentication – never say any security code out loud. No call centre representative will ever ask for this over the phone. If you've forgotten your password or PIN, a few questions relating to your personal information, NOT your passwords, one-time password (OTP) or PIN, will be asked for authentication.

Here are some other ways you can stay safe when banking with HSBC: 

  • Keep your account details secure – never write down or reveal your HSBC Online Banking security credentials

  • Don't access your account online in internet cafes and other public places
  • Change and set up strong passwords on a regular basis
  • Log off properly using the 'Logoff' button when you have finished internet banking and always disconnect from the Internet when you're finished
  • Strengthen your mobile security by shortening the time your smartphone's auto lock mechanism takes to kick in
  • Don't select the browser option for storing or retaining user name and password
  • Delete junk or chain emails
  • Set up notification alerts (eg SMS notifications for inward and outward transfers; activation of digital token; and conduct of any high-risk activitiesFootnote link 1) on your account transactions to monitor your account activities
  • Keep your complete contact details and email address up to date to receive important notifications from us

Take care of passwords and malware threats

Strong passwords

A strong password goes a long way toward protecting your private data and keeping it safe from potential hackers or scammers. Next time you're asked to create a password, keep these tips in mind:

  • Don't use commonly known details like your birthday, home address or children's or pets' names
  • Combine upper and lowercase letters, numbers and symbols to truly make it secure
  • Don't use your online banking password for any other apps or subscriptions
  • Don't write it down on a post-it note or in an email
  • Most importantly: never share it with anyone

We'll never ask you for your password under any circumstances. If you get a call or email from someone claiming to be from HSBC requesting your password or OTP, don't reveal anything and get in touch with us immediately.

Malware mishaps

Ever received emails from senders you don't know, complete with suspicious attachments, images, QR codes and download links? Hackers and online fraudsters are constantly upping their game with ever more sophisticated malware such as Trojan horse viruses and spyware. To protect your personal information and digital files:

  • Be extra careful when opening messages from people you don't recognise or trust
  • Use caution when clicking links on social media platforms or downloading email attachments if you're not sure where they will take you
  • Install anti-virus software and firewalls on your computer and mobile devices, and keep them updated to the latest version

Protect yourself against financial fraud and crimes when travelling

In addition to updating your operating system, keeping your device locked and other tips, here are 3 more travel safety reminders to keep financial fraud and crimes at bay.

  1. Check the ATMs

    One scam that has become more common in recent years is shell ATMs being set up to look exactly like the real thing, or ATM skimmers – malicious card readers – being attached to actual ATMs to steal your personal data on the card. Here's how to spot a fake ATM:

    - Does the pin shield detach easily from the machine?

    - Are there two slots instead of just one to insert your card into the machine?

    - Does the keypad feel strange to the touch?

    - Does it look different from the machine next to it?

  2. Keep track of your belongings
    Make sure you keep your personal belongings accounted for while travelling. It's not a good idea to keep your cash, credit or debit cards, laptop, cellphone and passport all in the same place. Keep your guard up especially in crowded areas or during times when you may be momentarily distracted – like when you're having a meal with a large group of people or waiting in line for a taxi. If you're flying, put your belongings where you can watch over them. Keep your valuables close to you, and don't leave them unattended. Finally, it's a good idea to check you're not missing or leaving anything behind when you disembark.
  3. Stay safe, even on your return
    The cybersecurity checklist doesn't end right when you board your return flight back. Be sure to log on to your online banking platform to check the transactions that you conducted while abroad, keeping an eye out for suspicious ones you may not have made. If you used local networks or Wi-Fi platforms while you were overseas, your cellphone and laptop could be carrying spyware you're not aware of. Once you get home, update your security and antivirus software to the newest available versions, and change your device passwords.

Fraud and scam assistance and reporting

If you think you've been targeted by a fraudster, let us know straight away.

I don't recognise a transaction

I've received a suspicious email

I've received a suspicious text message

What do I do with a suspicious text?

My card is stolen or missing

My address needs to be updated

I don't recognise a transaction

If you need to block your credit card, you can do so using our HSBC Singapore mobile app. Alternatively, you may also call us for further assistance. You should always refer to official sources, such as a website, to contact us or other entities. 

See our Report a transaction page for more information or get in touch.

If you suspect that you might be a target of scam or fraud activities, block access to your accounts and internet banking facilities through our automated phone banking system immediately. For more details, read our Kill Switch guidance.

To report a fraudulent transaction, get in touch with us by calling the hotline on 1800-HSBC NOW (4722 669) from Singapore or (65) 64722 669 from overseas. You can also reach out to your relationship manager or visit a branch for assistance.

I've received a suspicious email

Stop. Don't click on any links, and don't open any attachments. Just forward the email to  phishing@hsbc.com This link will open in a new window. We'll send you an automatic response to let you know we've received your email. Please note we're unable to provide personalised responses to this mailbox.

I've received a suspicious text message

Scammers often send fake text messages that look like they've come from your bank, or another trusted organisation. Their goal is to get you to reply with your personal or financial information.

Typically they'll:

  • Encourage you to take urgent action
  • Ask you to verify new payees, transactions or devices
  • Look similar to real messages – they may show up in the same thread as genuine messages you’ve received from an organisation

What do I do with a suspicious text?

If you've received a text that you believe is suspicious:

Don't

  • Click on any links or scan QR codes
  • Download any attachments
  • Reply to the text

Do

My card is stolen or missing

You can report lost or stolen cards on the HSBC Singapore app or by calling HSBC.

To report your lost or stolen card in the app:

  1. Log on to HSBC Singapore app using your credentials.
  2. Select the card you want to report lost or stolen, tap on 'View more' and then on 'Manage cards'.
  3. Tap on 'Report lost or stolen card'.
  4. Select the card(s) you want to report (you can also select your debit cards here).
  5. Tap on 'Continue'.
  6. Review the details on page. To proceed, tap on 'Block and replace card'.

You can also:

  1. Log on to HSBC Singapore app using your credentials.
  2. Go to Support tab.
  3. Tap on 'Report lost or stolen card'.
  4. Select the card(s) you want to report.
  5. Tap on 'Continue'.
  6. Review the details on page. To proceed, tap on 'Block and replace card'.

To report your lost or stolen card by phone:

Call us on 1800-HSBC NOW (4722 669) from Singapore or (65) 64722 669 from overseas.

My address needs to be updated

If the delivery address reflected on HSBC Singapore app is not correct then please temporarily block your cards on the app and submit your updated address via HSBC Online Banking. After your address has been updated, you can continue to submit the lost/stolen card request on the app or by calling us.

Refer to our 'Report a transaction' page for more info and to raise a dispute.

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Next steps

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Notes

  1. High-risk activities include but are not limited to: adding of new payees; increasing transaction limits; disabling transaction notifications; and change in your contact information.