Online Banking FAQ

• Registration
  
• Logon
• Emergency Kill Switch
• Password for Online Banking
  
• Security questions
• Transaction signing
• Account Summary Dashboard
• Waiting period
• Local Transfer
• Trusted Browser
• Update my personal particulars

If you are new to online banking, please click below to register

Yes, you can download the HSBC Singapore app and use your Singpass app to register for Online Banking through the app.
However, if you want to use your browser for registration, you will need to activate your card before you can register for Online Banking. Find out how to activate your card here.

Yes, you can still register using the HSBC Singapore app and your Singpass app.
If in case you don't want to use the app, you will need your unique 6 digit card PIN to register for Online Banking. To get a new PIN, please submit a PIN replacement request form to us. You can locate the form here.

Yes, you can download the HSBC Singapore app and use your Singpass app to register for Online Banking through the app. 

You can download the HSBC Singapore app and activate your Digital Secure Key immediately, allowing you to generate security codes and access the full range of online and mobile banking services.

If you have requested for a Security Device, please allow up to 5 working days (for Singapore mailing address), or up to 12 working days (for overseas mailing address) for it to be mailed to you.

Your password is not case sensitive. As you go through the registration journey, you will be guided accordingly on the password criteria.

After you have entered your username, you can change your password by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

If you reset your password via the self-service options either using a security code or via SMS one-time password, you can use your new password as soon as you have completed the reset.

If you were unable to complete the password reset through self-service options, you need to select 'Reset password then call us to complete', and then enter a new password and security details. You'll then be provided with a reference number; with which you'll need to call the HSBC Contact Centre to complete the reset process. Once this is completed, you can use your new password to log on.

Yes, the new password will also be applicable to your HSBC Singapore app.

Login with Digital Secure Key/Security Device allows you to access the full suite of Online Banking services, such as Wealth Dashboard and Worldwide Transfers. You will need to enter your Password and a One-Time-Password (OTP) that is generated using your Digital Secure Key/Security Device to log on.

When you Login with Passwords, you will be able to:

• View Account Summary and History
• Access your eligible international HSBC accounts via Global View
• Decrease your online banking limits
  
• View investment market insights
  

On top of the features you can access when you Login with Passwords, you will also be able to:

• Open a new HSBC Everyday Global Account
  
• Place a new Time Deposit and/or update your Time Deposit maturity instruction
  
• Register for PayNow
  
• Perform PayNow and FAST transfers
• Pay your bills (for added payees)
  
• Save new payee(s) and transfer(s)
  
• Make a future payment
  
• Access and perform Saved transfers, Global Transfers, WorldWide Transfers, FX Order Watch and Wealth Dashboard
  
• Increase your online banking limits
  
• Request for temporary increase in credit card limit
  
• View and/or change your personal details
  
• Read and Send Secured mails
  
• Change your password(s)
  
• Reset your Security Questions and answers
  
• Request for a PIN replacement
  
• Set up or change SMS alerts on your account transactions
  
• View and download eStatements
  
• Redeem your credit card rewards points
  
• Check on your insurance policies
  

If you have forgotten your Online Banking username, please contact our customer service centre to retrieve it.

If you input the incorrect password more than three times, you will be asked to enter your date of birth and your password as additional security measures.

If you input the date of birth incorrectly 3 times, your password will be temporarily locked and you will be unable to log on for a certain period of time.

During this period, you will not be able to log on using a Digital Secure Key/Security Device either.

When the temporary suspension has expired and you can attempt to log on again. Please note, you will still need to input your date of birth correctly and your existing password in full.

You will be given two options to log on to your HSBC Online Banking.

Log on with password: You will need to enter your username and your password in full.

Log on with Digital Secure Key/Security Device: You will need to enter your username and a valid security code generated on your Digital Secure Key/Security Device.

Please note that some features may require a Digital Secure Key/Security Device to proceed. Therefore, you need to have your Digital Secure Key/Security Device activated so you can fully enjoy all the features of your Online Banking.

If you have a Digital Secure Key/Security Device but no password, you will be able to log on to HSBC Online Banking by entering your username and a valid security code generated from your Digital Secure Key/Security Device.

HSBC's online banking service is compatible with most internet browsers. For the best experience, we recommend you to use the latest version of your browser. Official support is provided for the latest 3 browsers versions of most internet browsers (e.g. Chrome version 79, 78 and 77; Firefox - 72, 71 and 70; and Internet Explorer - 11, 10 and 9). It is still safe to use outdated browser, but certain functions and visual elements such as icons, characters and fonts may not turn out well.

This indicates that you have exceeded the number of attempts to log on to HSBC Online Banking with a correct password. For security reasons, you will not be able to log on to your online banking profile even if you try to log on using a Digital Secure Key/Security Device. Please wait for a couple of minutes and try again.

To keep your online banking profile secure and to prevent any unauthorised access, you will be asked to enter your date of birth as a way to verify your identity. You will only be asked to enter your date of birth if you have attempted to log on to HSBC Online Banking with the incorrect password three times.

For your safety, if you are travelling to sanctioned countries/regions, you will not be able to access HSBC online banking.

If you encounter an error while entering the correct date of birth and your password, please contact us or visit the nearest HSBC branch.

If you input the incorrect password more than three times, you will be asked to enter your date of birth and your password as additional security measures.

If you input the date of birth incorrectly 3 times, your password will be temporarily locked and you will be unable to log on for a certain period of time.

During this period, you will not be able to log on using a Digital Secure Key/Security Device either.

When the temporary suspension has expired and you can attempt to log on again. Please note, you will still need to input your date of birth correctly and your existing password in full.

An email notification and SMS will be sent to contact details we have on our records when your request for a Password Reset is accepted or rejected.

You can block access to your current, savings accounts and internet banking facilities through our automated phone banking system immediately in the event of a scam. You will need to be enrolled for phone banking services to use this automated function.

To activate HSBC Kill Switch through HSBC Automated Phone Banking Services,

Step 1: call 1800 4722 669 or +65 6472 2669 (if calling from overseas)

Step 2: Press "*" to access emergency menu

Step 3: Press 1 to suspend all currents and savings account and internet banking

Step 4: Enter 7-digit NRIC, 12-digit account number or 16-digit debit/credit card number

Step 5: Enter 6-digit phone banking PIN (If you do not have a phone banking PIN, press the hash key)

Step 6: Press 1 to confirm

To reactivate your access, you will need to visit any of our HSBC Singapore branches with your NRIC or passport.

To enhance our customers' convenience and security, we have made some changes to our log on process. You will need to create a new password to continue logging on to your online banking services.

In the future, you'll have the choice of using either this new password or your Digital Secure Key/Security Device to log on to online banking. You will also need this password to set up your HSBC Singapore app when you log on for the first time. For customers still using Security Device, your new password also allows you to activate a replacement Security Device on your own, without having to call our hotline for assistance.

If you have not created a security question previously, you'll be asked to set up one.

To continue logging on to online banking, you'll need to create a new password. If you exit without creating your new password, you'll be prompted again the next time you log on.

With your new password, you can enjoy the convenience of logging on easily for popular services such as viewing of your account balance and making transfers to your existing payees.

Yes. You can log on with either your Digital Secure Key/Security Device or your password.

Yes, you can log on to the HSBC Singapore app even if you don't create a password by using your Physical Security Device. However, we strongly recommend that you create a new password to continue using your online banking services.

As long as the new password meets the password requirement, you can create any password of your choice.

You may set them up upon Online Banking registration. You will need to choose the security question from a set of preset questions, and provide a memorable answer to each of the questions.

You can change your security question and answer by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

You can create a new security question and answer by clicking on the "Forgotten your password" link at the password page and follow the on-screen instructions.

The Digital Secure Key/Security Device requires you to input beneficiary-specific information (e.g. account number, bill payee reference number etc.) into your Digital Secure Key/Security Device to generate a corresponding security code to authorise your transaction.

This additional transaction verification step provides an increased level of security for your banking transactions.

You need to input such information into your Digital Secure Key/Security Device when you are making the following transactions:

• Transfers to third party beneficiaries*
• Bill payments*
• Update of address and contact details
• Increase of online banking limits

*You do not need to input such information if you are using 'saved transfers' or 'payee'.

Please follow the on-screen instructions on the security code input page on HSBC online banking to generate the required security code and input the correct information into your Digital Secure Key/Security Device.

Examples of such instructions are available below.

If you have entered a wrong number into your Security Device, press the green button to backspace and delete your last entry. To clear your entire entry, press and hold the same green button.

• Please follow the on-screen instructions on the steps to generate security code when using either Digital Secure Key/Security Device.
• Please ensure the generated 6-digit security code displayed on your device is entered correctly onto the Online Banking Screen.
• If the security code matches, the beneficiary–specific information entered previously may be incorrect.

If the security code is still not accepted:

For Online banking Users, please call our 24-hour customer service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.

For Business Internet Banking users, please call our customer service centre on 1800 216 9008 (Singapore) or 65 6216 9008 (overseas) for assistance.

This is an additional security measure in case Digital Secure Key was set up without your knowledge. If you receive an SMS from us saying your Digital Secure Key has been set up, but you didn't authorise it, the 12-hour waiting period will give you time to report the issue to us.

During the 12-hour waiting period you will not be able to:

1. Add domestic and international payees
2. Send money
3. Pay bills
4. Make PayNow/FAST transfers
5. Update your personal contact details such as your mobile number or email address
6. Revise your transfer limits

These are considered high-risk transactions.

No. This security measure is undertaken by all banks in Singapore to help prevent fraudulent transactions.

Click on "Online banking limits" on the Quick links menu bar on the top of your Accounts Summary dashboard to edit your daily limits (in SGD) for Own account transfer, Bill payment, 3rd Party Account Transfer (inclusive of 'FAST/PayNow transfer without Transaction Signing") and FAST/PayNow.

To increase your daily limit, you would need your Digital Secure Key/Security Device on hand.

Please follow the on-screen instructions on the steps to generate security code when using either Digital Secure Key/Security Device.

Yes, you can perform PayNow/ FAST Transfers (up to SGD1,000 daily) without needing your Digital Secure Key/Security Device. However, you will need your Digital Secure Key/Security Device on hand if you would like to make Bill Payments and Transfers to your existing and new payees (find out more here) or transfer to your international HSBC accounts.

Alternatively, without your Security Device, you may also wish to use your biometric log in/6-digit PIN to make a PayNow transfer beyond the SGD1,000 daily limit using the HSBC Singapore app. Learn more.

You are required to verify your browser with one-time password sent to your registered mobile number whenever you log on to the Online Banking with a new browser.

This enhanced feature is part of HSBC Online Banking security measures to protect our customers from unauthorised access.

There can be some major changes to your device or browser such as software version update.

You are required to verify your browser again for security reasons.

The partial masked mobile number is shown on the verification instruction page when we send out the SMS activation code. Please check if the number is yours. If you need to update your mobile number, please visit a HSBC Branch or update via filling in one of the relevant forms below:

• For customers residing Singapore, please download Update personal particulars and contact details form (PDF) and mail it to us using the Business Reply Envelope.
• For customers residing overseas, please download Update personal particulars and contact details form (overseas) (PDF) and mail it to us using the Business Reply Envelope.
  
• For customers with Singpass access, you can update your contact details at Personal contact details update using Myinfo (For Singpass users only).
  

You can request to resend the SMS activation code and please check your network reception is sufficient to receive an SMS. Alternatively, you can use your Digital Secure Key/Security Device to verify your browser to log on to your Online Banking.

You can access your Online Banking with Digital Secure Key/Security Device when travelling aboard. If you are logging on with just your password, please contact your mobile network service provider to ensure that you can receive SMS when roaming.

When you verify your browser, there is an option to trust the browser for future use.

If you choose "Yes", you are not required to verify your browser again when logging on with the same browser.

You are recommended to choose "No" if you use a public computer to log on.