Frequently Asked Questions (FAQ)

Table of contents

Logging onto online banking Online banking registration Resetting your online banking password Activating your Security Device Account summary Payments and transfers Time Deposit / Term Deposit-i Manage future requests / recurring payments Manage your payees Secure messages Linking your global accounts FPX Communication preferences Online banking service features Cut-off times

Logging onto online banking

1. How do I access HSBC/HSBC Amanah online banking services?

You can access online banking services through our HSBC/HSBC Amanah public website. Visit www.hsbc.com.my for HSBC Bank and www.hsbcamanah.com.my for HSBC Amanah.

2. Can I still use my existing log on passwords?

Effective 4 June 2020, primary passwords will be demised for current bank customers. Your secondary password is the only password you require to log on. New customers who have registered for HSBC/HSBC Amanah online banking from 4 June 2020 onwards may continue to log on with the password they have set up. Alternatively, both current bank customers and new customers may also use their Security Devices to log on.

3. Can I change my password and/or security details?

Yes, you can update your security details via online banking, except for your username. To update your security details, please select Login > Enter username > Forgotten password.

Type in your new password and select a new security question to answer. You will then be given a reference number, which you will need to contact the HSBC Contact Centre to complete the process.

4. What if I have forgotten my HSBC/HSBC Amanah online banking username?

If you have forgotten your HSBC/HSBC Amanah online banking username, please reach out to the HSBC Contact Centre for further assistance.

5. What do I do if my HSBC/HSBC Amanah online banking account is locked?

Your account will be locked if you’ve entered an incorrect password more than 3 times. You are required to verify using your date of birth. If you've entered an incorrect date of birth more than 2 times, you will be redirected to reset your password.

6. What browser do I need to access online banking?

HSBC/HSBC Amanah online banking services are compatible with most internet browsers. For the best user experience, we recommend:

Chrome (version 60 and later) Firefox (version 53 and later) Internet Explorer (version 13 and later) Safari (version 08 and later) Opera (version 45 and later)

7. Why am I asked to verify my browser when logging on?

You are required to verify your browser with an SMS authentication code whenever you log on to HSBC/HSBC Amanah online banking with a new browser using your password. This enhanced feature is part of HSBC/HSBC Amanah online banking's security measures to protect our customers from unauthorised access.

8. I have logged on with the same browser before. Why am I asked to verify it again?

Some major changes to your device or browser could have taken place between your previous log on and your current one, such as a software version update. You are required to verify your browser again for security reasons.

9. How do I receive an activation code to verify my browser?

A partially 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 it is incorrect, please call the HSBC Contact Centre to update your mobile number.

10. What do I do if I did not receive the SMS activation code to verify my browser?

You can request a resend of the SMS activation code and check if your network reception is stable. Alternatively, you can use your Security Device to verify your browser to log on to HSBC/HSBC Amanah online banking.

11. Can I allow the browser to be trusted for future use?

You can choose the option to trust the browser for future use. If you choose "Yes", you will not be required to verify your browser again the next time you log on to the same browser. You are recommended to choose "No" if you are using a public computer.

Online banking registration

1. How do I register for HSBC/HSBC Amanah Online Banking?

You need to have a bank account with us to register for HSBC/HSBC Amanah online banking. If you are a current bank customer, you can click "Register" on our public website to register for an online account.

You can register either with your phone banking number, debit card number or credit card number.

2. Where can I get my Phone Banking Number?

This refers to the Phone Banking Number that was provided during account opening. Alternatively, customer can also register for HSBC/HSBC Amanah Online Banking via debit card number.

3. I forgot my Phone Banking Number. How can I find out?

Please call the HSBC Contact Centre to retrieve your Phone Banking Number.

4. I am registering with my credit card number. Can I send the activation code to a different mobile number?

The activation code will be sent to the mobile number registered in our system. You may call the HSBC Contact Centre if you would like to change the mobile number in our records.

5. I have not receive the activation code after multiple attempts. What should I do?

Please call the HSBC Contact Centre to validate if the mobile number is correct. Alternatively, you may also use your debit card number or Phone Banking Number to register, if you have them.

Resetting your online banking password

1. How do I reset my password?

You may change your password by clicking on "Forgotten password".

You must first log out, then click Log on > Type in your username > Click "Forgotten password" and then enter a new password and security details.

You will then be provided with a reference number, which you will need to call the HSBC Contact Centre to complete the rest of the process.

2. How long will it take before I can use my new password?

You can use your new password as soon as the HSBC Contact Centre has successfully reset for you.

3. Is the new password applicable to my HSBC Malaysia Mobile Banking app?

Yes, the new password registered will also be applicable to your Mobile Banking app.

4. I forgot to jot down the reference number shown after resetting my password. How can I retrieve it?

Please call the HSBC Contact Centre and validate your password reset with your customer ID. It is preferred to have your reference number ready in case of multiple password resets.

Activating your Security Device

1. I am seeing the "Activate your Security Device" screen every time I log on. Do I have to activate my Security Device?

Yes, you are required to activate your Security Device to access more banking features with HSBC/HSBC Amanah online banking. You need to activate your Security Device within 30 days from the order placement date, otherwise you will not have full access to all your HSBC/HSBC Amanah online banking features until your Security Device has been activated.

2. I lost my Security Device before activating it. What should I do?

Please call the HSBC Contact Centre immediately and report the loss of your Security Device.

3. What should I do if I am overseas and did not receive the SMS activation code for my Security Device?

The activation code will be sent to the mobile number we have in our records. Please ensure this mobile number is correct and up to date. If you need to update your mobile number, please call the HSBC Contact Centre.

4. What should I do if I forget my PIN for my Security Device?

Please follow the steps below:

1. Go to the HSBC/HSBC Amanah online banking log on page, enter your username and click "continue".

2. Click above the security code filed. 3. Click the “Forgotten your PIN” link. 4. Follow the on-screen instructions.

Account summary

1. What are the changes on the new HSBC/HSBC Amanah online banking homepages?

Upon logging on to the new HSBC/HSBC Amanah debit card profile online banking page, you will be directed to the homepage. On this page you can:

see a new and refreshed homepage design see your last log on date and time on the homepage view all your local and international accounts in one view check account details - account balance, available balance and last 3 transactions check your account transaction history - date, amount and description of

transactions

2. What are "Quick links" and can I customise which ones should be on the menu?

You can locate "Quick links" at the top of the account summary page. Click on the arrow and expand or hide the "Quick links" menu on the online banking homepage. The "Quick links" menu provides easier access to the most commonly used online banking services.

For now, the "Quick links" icons are fixed. There will be continuous enhancements made to improve your banking experience with us.

Account summary

1. What are the changes on the new HSBC/HSBC Amanah online banking homepages?

Upon logging on to the new HSBC/HSBC Amanah debit card profile online banking page, you will be directed to the homepage. On this page you can:

see a new and refreshed homepage design see your last log on date and time on the homepage view all your local and international accounts in one view check account details - account balance, available balance and last 3 transactions check your account transaction history - date, amount and description of

transactions

2. What are "Quick links" and can I customise which ones should be on the menu?

You can locate "Quick links" at the top of the account summary page. Click on the arrow and expand or hide the "Quick links" menu on the online banking homepage.

The "Quick links" menu provides easier access to the most commonly used online banking services.

For now, the "Quick links" icons are fixed. There will be continuous enhancements made to improve your banking experience with us.

Payments and transfers

1. What is Move Money?

Move Money is a single place for managing all your transfers from your HSBC/HSBC Amanah accounts worldwide.

With Move Money, you can perform the following transactions:

Transfer money between your own accounts and credit cards, other HSBC/HSBC Amanah accounts and third-party accounts domestically and internationally in local currencies and other supported foreign currencies

Save a payee easily for future transfers Send money to an existing payee or add a new payee Set up an immediate transfer, dated or recurring transfer

2. What can I do if I do not recognise a transaction?

The "Unrecognised transaction" button is displayed next to all transactions, with instructions on how you can report an unrecognised or suspicious transaction.

3. Can I still make transfers to and from any of my accounts?

Yes, we have simplified the process, so you can perform transfers between your own accounts (both domestic and international). The process is similar to making transfers to your saved payees or beneficiaries.

4. How can I make a transfer with a new account?

After selecting the source account for the transfer, just select the "New payment to a person" option and you'll be directed to the next screen asking for the relevant information for your new payee account. Just remember to add this account to your payees so you won't have to do the whole process of entering its details all over again.

5. I can’t find the bank I want to transfer money to from the bank list. What should I do?

When searching for a bank in the "Bank search" feature while making a money transfer, you should search the full name of the bank or use the bank's SWIFT code.

6. Can I make bill payments on weekends or public holidays?

For JomPAY, payments to JomPAY billers will be sent immediately.

For payments to HSBC billers, payments made after a business day will only be sent on the next business day.

7. What is “Add to your payees”?

The “Add to your payees” option lets you add payees to your payee list for simpler regular transfers. This is a useful feature if you make transfers regularly (for example, to pay school fees) to a third-party account.

The maximum daily limit for transfers to “My payee” are:

Daily limit for payee added via online banking is up to RM50,000 Daily limit for payee added via branch is up to RM200,000

8. How do I make a transfer to my saved payees?

After selecting the source account for the transfer, just select the "Your accounts or someone you've paid before" option and you will see a full list of your saved payees.

9. Will the system reject duplicated payees?

Currently, the system will not reject duplicated payees.

10. Can I add new payees using the HSBC Malaysia Mobile Banking app?

This feature is currently not available in the HSBC Malaysia Mobile Banking app. To add, delete and manage your payees, please use HSBC/HSBC Amanah online banking.

11. How does my Security Device increase the security level for HSBC/HSBC Amanah online banking?

The Security Device requires you to enter beneficiary-specific information (your account number, bill payee reference number etc.) into your security device to generate a security code to authorise your transaction.

Please follow the on-screen instructions.

With this additional transaction verification function, it further prevents fraudulent attacks as the transaction will only be made to the account specified by you. This layer of protection provides an increased level of security for your banking transactions.

12. What do I need to enter beneficiary-specific information into my Security Device?

You need to enter such information into your Security Device when you are making the following transactions:

Transfers to third-party beneficiaries* Bill payments and JomPAY bill payments Interbank GIRO payments

*You do not need to enter such information if you are using the "saved transfers" or "payee" options.

13. How do I know what beneficiary-specific information I need to enter into my security device?

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

Scenario: Beneficiary account number/bill reference number with 8 or more digits

Input instructions: Use the last 8 digits of your beneficiary account number/bill reference number.

Example Input

123-456-789 23456789

55500066777 00066777

Scenario: Beneficiary account number/bill reference number less than 8 digits

Input instructions: Add zeroes in front of your beneficiary account number/bill reference number to form a total of 8 digits.

Example Input

123A4567BC89D 23456789

AB11-200CD777 11200777

333Y 44W 5555 33445555

Scenario: Beneficiary account number/bill reference number comprising letters and less than 8 digits

Input instructions: Omitting non-numeric characters and spaces, add zeroes in front of your beneficiary account number/bill reference number to form a total of 8 digits and enter it into your Security Device

Example Input

123A 00000123

AB11-2 00000112

3Y 4W 00000034

14. What should I do if I have entered a wrong number into my Security Device during the authorisation process?

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

Kindly note that users have a maximum of 5 tries to enter the correct number into the security device. Once you have exceeded 5 tries, the account will be locked. Please contact the HSBC Contact Centre to unlock your account.

15. What should I do if the security code I have entered into HSBC/HSBC Amanah online banking is not accepted?

Please ensure the security code you have entered matches the security code displayed on your Security Device

If the security code matches the security code on your Security Device, then it may be the beneficiary-specific information entered previously that is incorrect

Please follow the on-screen instructions and repeat the process to generate a security code

Time Deposit / Term Deposit-i

1. Why am I no longer able to update/change my maturity instructions?

The feature is temporarily unavailable. We're in the middle of enhancing the maturity instruction features, but in the meantime, you may update your instructions through a branch or the HSBC Contact Centre. The types of instructions are listed below:

i. Renew total balance (principal + interest) for a new term

ii. Renew the balance only for a new term and withdraw interest

iii. Add or withdraw funds on maturity

iv. Do not renew. Withdraw the total balance (principal + interest) and credit to your selected account

2. What would be the maturity instruction/option if I make an online placement now?

Currently, all Time Deposit/Term Deposit-i placed online (including interest/profit) will be automatically renewed for the same period on the maturity date. To uplift or withdraw, please visit any HSBC/HSBC Amanah branch.

3. How can I withdraw my balance or interest/profit?

To withdraw and update/change maturity instructions, please visit a branch or call the HSBC Contact Centre. However, the HSBC Contact Centre can only assist in the withdrawal of placements made in local currency.

4. How can I add more funds to my Time Deposit/Term Deposit-i account upon maturity?

You may increase the funds to your Time Deposit/Term Deposit-i account upon maturity at a branch.

5. Can I make a placement with my Foreign Currency Account via HSBC/HSBC Amanah online banking?

No. However, you may visit a branch for foreign currency placements or to make a placement from a Foreign Currency Account.

6. Why am I not able to open a Term Deposit-i account with HSBC Amanah online banking?

This service is temporarily unavailable as we are progressively updating our online banking features. Meanwhile, you may log on to HSBC online banking to open a Term Deposit-i with Amanah deposits account.

7. Can I make a Time Deposit/Term Deposit-i placement from my joint account?

No, please make Time Deposit/Term Deposit-i placements via a branch or the HSBC Contact Centre.

8. I have received an error message saying my CRS details are incomplete. What should I do?

You will need to send us a completed CRS self-declaration via secure message in order to place a Time deposit/Term Deposit-i. secure messages are available under the 'Quick links' menu on HSBC/HSBC Amanah online banking.

If you have submitted the CRS declaration and have not received a further reply via secure message after 5 working days, you can place a Time Deposit/Term Deposit-i. If the problem persists, please visit a branch or call the HSBC Contact Centre.

If you receive a reply via secure message (usually due to incomplete/incorrect information) then you will have to resubmit the declaration again. If the problem persists, please visit a branch or call the HSBC Contact Centre.

9. Will I be able to send/check/reply to my CRS self-declaration via secure messages on my Mobile Banking app?

Unfortunately, the CRS template is unavailable on the Mobile Banking app. Therefore, you will not be able to send your CRS self-declaration via Mobile Banking App. This can only be done through a browser. However, if there is a reply from us via secure message, you will be able to view and reply on both the Mobile Banking app and HSBC/HSBC Amanah online banking.

Manage future requests / recurring payments

1. Can I amend recurring / future dated payments?

Current online banking features allow only the “view” and “delete” functions. To amend a payment, please delete the existing payment and set up a new payment.

Manage your payees

1. What is the difference between the previous “view/delete payees” and the new “view/delete beneficiaries” functions?

The look and feel of the functions have been enhanced to provide a better user experience.

2. What happens if I can’t see an existing biller or payees in the list?

If you cannot find an existing payee or biller, please try searching with the search function or, via the beneficiary type. If it still not found, it may have not been properly added. It is recommended that you add them again. If the problem persists, please call the HSBC Contact Centre.

3. I have one last recurring payment to be made. Can I set a future date to delete the biller so that I don’t miss the final payment?

No. The "delete" function cannot be set for a future time and date. We suggest you delete your biller or payee after completing your final payment.

4. I have accidentally deleted a biller/payee. How do I undo this?

Once you have deleted a payee or biller, they will be removed from your existing list permanently. You will need to add them as a new payee or biller. Alternatively, you can check your future transfer requests using the "Manage future transfer" option, because your future transfer requests to this payee may not have been deleted.

5. I keep getting a message saying that I should try again later. What should I do?

There might be an internet connection issue. We recommend you check your internet connection. If the problem persists, please call the HSBC Contact Centre.

Secure messages

1. What can I do with the secure messages feature?

You will be able to access your inbox and view your available messages. You will also have the option to "Send" new messages and "Reply" to existing messages.

2. What subjects can I send using secure messages?

There are a various number of topics you can select from. You can select from a list of available subject lines in the dropdown menu. Please note that this is for enquiries only and not a channel for complaints. To raise a complaint, please call the HSBC Contact Centre or send an email to complaints@hsbc.com.my.

3. Can I delete messages?

Yes, you can delete messages that you no longer wish to keep in your message inbox.

4. I have an urgent issue that I need help with. Should I send a secure message?

If your card has been lost or stolen, or you see a transaction you don't recognize, please call the HSBC Contact Centre immediately. The secure message services are for non-critical requests.

5. Once I have sent my secure message, what happens next?

We aim to respond to your message within 2 working days. If your message is urgent, please call the HSBC Contact Centre or visit your nearest branch.

6. Is there a limit to the length of my message?

Yes, there is a maximum of 3,000 characters. If you need to send a message that is more than 3,000 characters, please call the HSBC Contact Centre.

7. Do I get notified when there is a new message or a new response from HSBC?

No. You need to log on to HSBC/HSBC Amanah online banking and check your inbox for new messages.

Linking your global accounts

1. What is the purpose of linking my accounts via the Global View feature?

If you have another HSBC account outside Malaysia, this feature allows you to view your global accounts all in one convenient online location, rather than having to log on to the offshore account separately.

2. What happens if I want to view my Malaysian account from an offshore HSBC account?

You can do this through our Global View feature.

3. What happens if the account I want to link to is not on the country list?

The country list contains all countries that HSBC currently operates in. If you cannot find the relevant country in which you have an account you want to link to, please call the HSBC Contact Centre for assistance.

4. Why must I accept the terms and conditions for the country I want to link to?

Different countries may have different regulations and requirements to comply with for usage of banking products and services. Therefore, we require you to understand the terms and conditions to use the Global View feature for viewing HSBC accounts in other countries.

5. What should I do if I forget my log on details for the country I want to link to?

If you have forgotten your log on details, you may need to contact the offshore country’s customer service team for log on retrieval or reset.

6. What happens if I accidentally deleted a country from my Global View list?

You will not be able to retrieve the linking or undo your delinking. You need to relink the country via the add-country process.

7. What happens if I have accounts in other countries I would like to view, but I keep getting the message that I am not eligible to use the Global View feature?

Global View is a feature offered to Premier and Advance customers. If you are interested in the feature and would like to open a Premier account, please call the HSBC Contact Centre or visit a branch.

FPX

1. What is the purpose of the FPX feature?

It allows you to make payments using your HSBC/HSBC Amanah accounts for purchases made on third-party merchant sites.

2. Do I need to register to use FPX?

Registration is not required for FPX. You need to have an HSBC/HSBC Amanah online banking account with any FPX participating banks to enjoy the service.

3. What are the operating hours for FPX?

FPX is available 24 hours daily.

4. What happens if I can’t remember my HSBC log on details in order to make a purchase via FPX?

You need to call the HSBC Contact Centre to retrieve your account details.

5. My account has been locked and I can’t make a purchase. What should I do?

If your secondary password or your Security Device have been locked due to too many failed log on attempts, you'll need to call the HSBC Contact Centre.

6. What are the minimum and maximum transaction limits for FPX?

For retail banking, the daily minimum limit per transaction is RM1 and the daily maximum limit per transaction is RM 200,000.

7. How do I increase the limit of my payment threshold so that I can make larger purchases?

If you are receiving error messages because the purchase exceeds the payment threshold, please call the HSBC Contact Centre.

Communication preferences

1. When do changes take place after changing my communication preferences?

Changes will be effective immediately.

2. Will I be able to view or download my previous eStatements if I set my preferences to paper statements?

Yes, however it is advisable to download any eStatements before switching to paper statements as you will only be able to view statements for the past 12 months up to the date you switched your preference to paper.

3. I have set my preferences to paper statements. Will my options change for joint accounts too?

Your paper statement selection will only apply to you, while your joint account holder will continue receiving eStatements. If both you and your joint account holder have chosen to receive paper statements at a fee, the paper statement will be delivered to the correspondence address for the joint account maintained in our records.

4. What are the charges for paper statements?

For any related charges for paper statements, please refer to our tariffs and charges table below for more information.

HSBC Malaysia, please click here HSBC Amanah, please click here

5. I am currently receiving email statements. What happens if I change my preference to paper statements or eStatements?

Current and saving account holders will continue to receive email statements and their choice of either paper statements or eStatements.

Credit card account holders who switch their preferences to receive either paper statements or eStatements will no longer receive email statements. To switch back to email statements, please call the HSBC Contact Centre to update your preferences.

Logging on with passwords

Allows you to access selected HSBC/HSBC Amanah online banking features and transact between your HSBC/HSBC Amanah accounts without your HSBC Security Device.

Logging on with a Security Device

For greater control over all your finances, including performing inter-account transactions involving other banks and third parties.

Online banking service features for HSBC/HSBC Amanah

Take a look at when you'll need your password and Security Device to access these online banking features:

Features Password Security

Device

Account summary Yes Yes

Net worth statement Yes Yes

Global View (1) Yes Yes

Easi Grow/Advance Link Account-i Yes Yes

Time Deposit / Term Deposit-i Yes Yes

Pay bills Yes Yes

Own credit card/savings/current accounts No Yes

Other HSBC credit card/savings/current

accounts No Yes

Interbank GIRO (IBG) No Yes

Cashier's order No Yes

Telegraphic Transfer No Yes

Me 2 Me (1) Yes Yes

Instant transfer No Yes

Update maturity instructions Yes Yes

Order cheque book No Yes

Update personal information No Yes

Update correspondence address No Yes

Request eStatements for savings/current

account/credit card Yes Yes

Download eStatements for savings/current

account Yes Yes

DuitNow (2) Yes Yes

FPX (3) Yes Yes

(1) Only for HSBC/HSBC Amanah Premier or Advance customers.

(2) Security Device is required if transaction is above RM250 per transaction or if customer exceeds RM3,000 low value payment daily cumulative limit.

(3) Security Device is required for each FPX transaction above RM10,000.

Cut-off times

Interbank GIRO (IBG) on business days (Monday-Friday)

Payment

initiated by

customers

*Funds received

by beneficiaries

*Refund for unsuccessful

transactions

Before

5.00am

Same business

day by 11.00am Same business day by 5.00pm

5.01am -

8.00am

Same business

day by 2.00pm Same business day by 8.20pm

8.01am -

11.00am

Same business

day by 5.00pm Same business day by 11.00pm

11.01am -

2.00pm

Same business

day by 8.20pm Next business day by 11.00am

2.01pm -

5.00pm

Same business

day by 11.00pm Next business day by 11.00am

After 5.00pm Next business

day by 11.00am Next business day by 5.00pm

Interbank GIRO (IBG) on non-business days (Saturday, Sunday and Federal Territory public holidays)

Payment

initiated by

customers

*Funds received

by beneficiaries

*Refund for unsuccessful

transactions

Anytime on

non-business

days

Next business

day by 11.00am Next business day by 5.00pm

*Under normal circumstances

Instant transfers

Payment initiated by

customers Funds received by beneficiaries

Business days (Monday-Friday) Immediate

Non-business days (Saturday,

Sunday and Federal Territory

public holidays)

Immediate

Outward Telegraphic Transfer

Transaction Cut-off time Indicative timeframe for funds to reach

beneficiary

Outward

Telegraphic

Transfer

Via e-channel (HSBCnet and HSBC/HSBC Amanah online banking): 3.30pm

Over-the-

counter:

2.30pm

If transfer is to a beneficiary bank that is part of the HSBC Group

2 banking days (transaction date + 1 banking day) from the date of application.

If transfer is to a beneficiary bank that is not part of the HSBC Group

3 to 6 banking days from the date of application, depending on the following:

•Location of the beneficiary bank (i.e. whether the beneficiary bank is located in a remote area); and

•Whether it may involve multiple correspondent banks

The actual time taken for a beneficiary to receive the money will depend on, among other factors, the respective correspondence bank or beneficiary bank and the daily cut-off times as prescribed by HSBC/HSBC Amanah Bank Malaysia Berhad (the Bank) from time to time.

Other services

Services Monday-Friday

Cashier's order/demand

draft 4.00pm

Previous statement request 3.30pm

Cheque book request 3.30pm

Please note that any instruction/request submitted before the cut-off times as stated above will be processed on the same day. Any instruction/request received after the respective cut-off times will be processed on the same day or by the next banking day, at the latest.