FAQ

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Overview
General
Security Device
Your Security Device
Functionality
Setting your PIN
Turning on your Security Device
Replacing your Security Device
Transaction authorisation
Re-authentication
Technical Help
Login Problems
Services
Accounts
Bill Payments
Transfers
Transfers via FAST
Transfers via GIRO (Personal Internet Banking only)
Payments to Canada
Payments to Europe
Online GetRate
Investments
eStatements/Advices (Personal Internet Banking only)
eStatements (Business Internet Banking only)
Alert Services (Personal Internet Banking only)
e-Alert Services (Business Internet Banking only)
Tariff of Charges
Cut Off Times
Online Password Reset
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GIRO Payments (Business Internet Banking only)
Access and Security (Business Internet Banking only)
Authorisation (Business Internet Banking only)

Overview

1. What is Internet Banking?
Internet Banking is an electronic service provided by HSBC to allow you to perform transactions, payments etc
over the Internet though a banks secure website.
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2: What are the benefits of using Internet Banking?
With Internet Banking, you can conduct your banking transactions from the comfort of your home, Internet
Banking provides a comprehensive range of online transactions and more information that can help you better
manage your money matters.
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3. What are the services provided by Internet Banking?
Check your account balance
View your transaction history for banking accounts and credit card
Check and redeem Rewards points
Transfer money between your accounts and other accounts in HSBC
Transfer funds to overseas account
Transfer funds to another bank account
Pay your bills
Enquire on foreign exchange rates
Apply for e-statements for banking accounts and credit cards (Personal Internet Banking only)
Apply for balance transfer on your credit card and/or Personal Line of Credit (Personal Internet Banking
only)
SMS alert service for debit and credit transactions (Personal Internet Banking only)
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4: Will there be any charges to signing up for Internet Banking?
No, you do not need to pay any charges to sign up for the first time.
For Business Internet Banking, it is free but security device replacement, delivery outside Singapore and
cancellation charges will apply, where appropriate.
*Please note that certain transaction services may require a levy.
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5: Who can use Internet Banking?
For Personal Internet Banking, customers with a primary credit card, debit card, atm card or Internet
Registration card (with Multi Currency Account only) can register for and use Internet Banking.
For Business Internet Banking, Sole proprietors, Partnerships, Companies, Clubs, Associations, Societies
who open corporate accounts with HSBC Singapore are eligible to apply for the Business Internet Banking
service.
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6: How do I apply for Internet Banking?
For Personal Internet Banking, you can register for Internet Banking at www.hsbc.com.sg using your primary
credit card, debit card, atm card or Internet Registration card (with Multi Currency Account only).
For Business Internet Banking, you may approach your Relationship Manager to obtain the necessary
application forms. Please forward your completed application form together with all supporting documents e.g.
Board Resolution and copies of NRIC/Passports, to any of our branches, your Relationship Manager or by post
to (The Hongkong and Shanghai Banking Corporation Limited, SOC - Electronic Banking Operations,
Robinson Road P O Box 896 Singapore 901746).
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7: How will I know if my registration for Internet Banking is successful?
For Personal Internet Banking, you will receive a confirmation immediately after registration. A security device
will be sent to your mailing address, with a brochure to guide you on using Internet Banking. You should logon
immediately using your Internet Banking Username, Password and the Security device.
For Business Internet Banking, when your application for Business Internet Banking is approved, your
nominated Primary User(s) will receive their Welcome Package containing the Business Internet Banking ID,
Registration number and Security Device as well as the Activation Code Pin Mailer by 2 separate mails for
them to logon to the service.
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8: How can I access my Personal Internet Banking account?
HSBC's Personal Internet Banking is accessible through the internet browser of any desktop or smartphone
(iOS version 5 & above and Android OS version 2.3 & above), or via our intuitive Mobile/Tablet application,
which can be downloaded from the App Store or Google Play.
To access HSBC's Personal Internet Banking via your desktop computer, the minimum requirements are:
Windows Operating Software (O/S) Users: Internet Explorer 4.0 and above
Macintosh Operating Software (O/S) Users: Internet Explorer 4.5 and above
Screen resolution: 1024 x 768 (600x 800 resolution users should still be able to view all content, but vertical
and horizontal scroll bars may need to be used).
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General

1: Is Internet Banking available 24 hours?
It's around-the-clock, seven days a week. However, some transactions made outside working (or specific)
hours will be processed the next working day. Please refer to www.hsbc.com.sg for more details.
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2: Can I access my accounts when I'm overseas?
Yes, as long as you have an Internet connection and your security device.
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3: What if I'm disconnected from the Internet in mid-transaction?
Once you are back online, check your account balances and transaction history if your transactions have been
effected. Should you need assistance, do, or contact 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, please contact our Corporate Call Centre on 1800 216 9008 (Singapore) or 65
6216 9008 (overseas) for assistance.
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4: I have a problem connecting to the internet while overseas or in Singapore. What do I do?
You will have to call your local Internet Service Provider e.g. Singnet, Pacific Internet, Starhub who would be
able to assist you.
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5: What should I do if i notice discrepancies on my accounts?
Please contact our Customer Service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC
NOW (4722 669) from overseas to report the discrepancies. For best practices on safeguarding your accounts
and internet banking access, please refer to our online security page.
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6: What happens when I notify HSBC disputes?
When disputes are notified via e-mail, we will acknowledge the notice within 24 hours of receipt of the e-mail.
When disputes are notified via telephone, we will obtain the necessary details of the dispute on receipt of the
telephone call.
We may contact you to obtain further details or clarification of the dispute.
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7: When will HSBC commence investigations of a dispute?
When disputes are notified to us during banking hours, and sufficient details have been obtained from you, we
will commence investigations on the same working day or next working day.
When disputes are notified to us outside banking hours, and sufficient details have been obtained from you, we
will commence investigations on the next working day.
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8: How long will investigations of a dispute take?
When we have obtained the necessary details, we will give you an indicative time of when investigations are
likely to be completed.
In the event that we requires more time than originally anticipated, we will contact you and give a new indicative
time for investigations to be completed.
On completion of investigations, we will immediately contact you either via e-mail or telephone with a view to
resolving the dispute.
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Security Device

The Security Device
1. What is a Security Device?
A Security Device is a small, portable electronic device, which generates random security codes for one-time
use, required to log on and transact on HSBC Internet Banking.
Security Device
Added transaction security
The Security Device provides HSBC Internet Banking users an additional layer of security to protect against
fraudulent transactions. This requires you to:
Key in beneficiary-related information on the device for every transaction
Generate a unique security code on the device to authorise each transaction
The new Security Device is PIN-protected
The HSBC Security Device is unique as it is PIN-protected. You will have to set a PIN during activation and this
PIN will be required to unlock the device before each use.
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2. What is a security code?
A security code is a single-use random number generated by the Security Device. The security code is to be
used together with your username and password when accessing HSBC Internet Banking. It will also be
required for third party fund transfers, bill payments and updating of your details on HSBC Internet Banking.
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3. What is a serial number?
The serial number is a unique 10-digit number used to identify your individual Security Device. It is located at
the back of your Security Device in the format of XX-XXXXXXX-X where X is a number. (E.g. 12-3456789-0).
This number also helps with identification in the case of multiple security devices in a household or company
and should not be removed.
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4. Are there any risks associated with the serial number on the Security Device being visible?
The serial number is used to identify which Security Device is associated with a specific customer and is only
required for the activation process. There is no risk associated with the serial number being visible.
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Your Security Device
1. How long do I have to wait for it the device to be delivered?
For customers with Singapore mailing addresses, the expected delivery time is 5 working days after the HSBC
Internet Banking self-registration.
For customers with overseas mailing addresses, the expected delivery time may take up to 10 working days
after the self-registration, depending on your local post schedule.
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2. Is it safe to send the Security Device by postal mail?
The Security Device is delivered to your mailing address as per the Banks records. Prior to use, the Security
Device must be activated online. Until activation is completed, the Security Device has no security value. It is
safe to send the Security Device via postal mail, as a potential fraudster would not be able to attach the
Security Device to your profile to commit fraudulent transactions unless they are in possession of all your
HSBC Internet Banking credentials.
If you suspect that your HSBC Internet Banking credentials have been compromised, for Personal Internet
Banking users, please call us on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722
669) from overseas for assistance.
For Business Internet Banking users, please call our Customer Service Centre on 1800 216 9008 (Singapore)
or 65 6216 9008 (overseas).
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3. How do I start using my new Security Device?
You will need to activate your new Security Device prior to use. Upon successful activation, you can start using
your new Security Device to log on to HSBC Internet Banking.
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4. How do I activate my new Security Device?
Please follow the steps below to activate your new Security Device:
1. Log on with your Username and Password.
2. You will need to key in the serial number found at the back of your new Security Device and key in the
security code generated to complete the activation process.
For more information, please visit hsbc.com.sg to view the online demo guide.
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Functionality
1. Why is HSBC using a Security Device?
HSBC is committed to a high level of online banking security. In our continual efforts to advance with technology
and provide greater peace of mind for HSBC Internet Banking customers, we are using a Security Device.
Your Security Device will provide you with an additional level of protection from a large variety of online threats,
including:
Where a fraudster obtains personal details of a
Identity theft victim, and uses these details to complete fraudulent
activities such as applying for loans, credit cards,
ordering cheque books, etc.
Trojans
(keylogging /
screen
capturing)
Where a victim discloses their confidential
credentials to a fraudster by a Trojan unknowingly
downloaded on their PC.
Phishing
Where a fraudster "phishes" for confidential
information from a customer by pretending to be
from a legitimate source such as a bank or a
financial institution. These details are later re-used
to carry out fraudulent transactions.
Man in the
middle
Where a fraudster intrudes into an existing
connection to intercept the exchanged data and
injects false information.
Shoulder surfing
Where a fraudster observes a victim entering their
confidential details, and then re-uses these details
to carry out fraudulent transactions.
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2. How do I use my Security Device to log on and when do I need to use the numeric keys?
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3. What is the functionality of the Security Device?
The Security Device gives HSBC Internet Banking an additional level of security and provides better protection
for key transactions by requiring customers to input beneficiary-specific information (e.g. account number, bill
payee reference number etc) to generate a security code.
These transactions include:
- Transfers to third party beneficiaries*
- Bill payments*
- Application of cashier's orders or demand drafts
- GIRO payments (for Business Internet Banking customers only)
- Update of address and contact details (for Personal Internet Banking customers only)
*You do not need to input such information if you are using "Saved Transfers" or "Payee".
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4. How long will the battery of the Security Device last?
The Security Device is battery-powered with a lifespan between three to five years, depending on the
frequency of the usage. You will be prompted with a "BATT#" message when the battery of your Security
Device is running low.
The possible Security Device warning messages are as follows:
Indicator What It Means
BATT5 5 weeks estimated battery life remaining
BATT1 1 week estimated battery life remaining
BATT0 Battery life is exhausted
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5. Do I have to provide replacement battery for my Security Device?
No, the battery in the Security Device cannot be replaced. Your Security Device will provide warning that the
battery is running low on power. You will then need to contact us to get a replacement device.
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6. How do I replace my Security Device in the event that the battery is low?
You should print, complete and send us the replacement request form available here, or request for the form by
contacting us. The replacement Security Device will be sent to your mailing address as per the Bank's records.
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7. Why is there a square border surround the numeric keys '1' and '3' on the new Security Device? Do they
indicate any special meaning or function?
For HSBC Singapore, there is no particular meaning or function associated with this design.
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Setting your PIN
1. Why do I need to set up a PIN for the new Security Device?
The HSBC Security Device is unique as it is PIN-protected. For added security, you will have to set a PIN
during activation and this PIN will be required to unlock your device before use.
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2. How many digits can I choose for the PIN?
You can only choose a 6-digit PIN for the new device.
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3. How do I set up a new PIN?
Please follow the steps below:
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4. What happens if my PIN setup is unsuccessful?
A message 'FAIL PIN' will be shown on the device, reflecting that your confirmation PIN did not match the first
PIN entered. You will need to restart the PIN setup process.
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5. Why do I see a message NEW PIN not SAFE on the device?
This means that the new PIN that you have entered is not safe and could be guessed, ie repeating or
sequential numbers (eg 111111, 123456, 543210). Please restart the PIN setup process and choose another
6-digit PIN.
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6. How do I change my PIN for the device?
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7. What should I do if I forget my PIN for the device?
1. Go to the HSBC Internet Banking logon page, enter your "Username" and click "Continue".
2. Click "Forgotten your security device PIN" link.
3. Answer the two security questions that you have set up during your HSBC Internet Banking registration
and follow the on-screen instructions.
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8. What should I do if I cannot remember the answers to my two security questions?
1. Click "Continue" to proceed with the offline PIN reset.
2. Enter your existing password and the 7-digit "Lock PIN code", and reset your two security questions and
answers.
3. Print out the on-screen form and mail it to us for processing.
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Turning on your Security Device
1. How do I turn on my new Security Device?
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2. Why do I see a 'FAIL 1', 'FAIL 2' or 'FAIL 3' message on the device?
This is because the PIN entered is incorrect. You will have a total of 3 attempts to enter a correct PIN before the
device is locked.
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Replacing your Security Device
1. What should I do if my Security Device is lost or stolen?
You should inform us to de-activate your lost or stolen Security Device immediately.
For Personal Internet 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.
or 65 6216 9008 (overseas). Secondary Users should ask their Primary User to request for a new Security
Device on their behalf.
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2. What should I do if my Security Device is broken?
You should print, complete and send us the replacement request form available on hsbc.com.sg, or request for
the form by contacting us. The replacement Security Device will be sent to your mailing address as per the
Bank's records.
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Transaction authorisation
1. How does inputting beneficiary-specific information into my Security Device increase the security level in
Internet Banking?
The Security Device requires you to input beneficiary-specific information (e.g account number, bill payee
reference number etc) into your Security Device to generate a security code to authorise your transaction. 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.
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2. When do I need to input beneficiary-specific information into my Security Device?
You need to input such information into your Security Device when you are making the following transactions:
- Transfers to third party beneficiaries*
- Bill payments*
- Application of cashier's orders or demand drafts
- GIRO payments (for Business Internet Banking customers only)
- Update of address and contact details (for Personal Internet Banking customers only)
*You do not need to input such information if you are using "Saved Transfers" or "Payee".
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3. How do I know what beneficiary-specific information I need to input into my Security Device?
Please follow the on-screen instructions on the security code input page on HSBC Internet Banking to input the
correct information into your Security Device and generate the required security code.
More examples of such instructions are available below.
Scenario How to input your
instructions
Example Input
Beneficiary account
number /Bill
reference number
with 8 or more
digits
Use the last 8 digits of your
beneficiary account number
/bill reference number.
123-456-789
55500066777
23456789
00066777
Beneficiary account
number /Bill
reference number
with 4-7 digits
Use all available digits of your
/bill reference number.
123456
0708
123456
0708
Beneficiary account
number /Bill
reference number
with 0-3 digits
Add zeros in front of your
/bill reference number to form
a total of 6 digits.
123
04
000123
000004
Beneficiary account
number /Bill
reference number
comprising letters
and 8 or more
digits
Omitting non-numeric
characters and spaces, enter
the last 8 digits of your
/bill reference number into your
Security Device.
123A4567BC89D
AB11-200CD777
333Y 44W 5555
23456789
11200777
33445555
Beneficiary account
number /Bill
reference number
comprising letters
and 4-7 digits
characters and spaces, enter
all digits of your beneficiary
account number /bill reference
number into your Security
Device.
123A4567BC
AB11-200C
33Y 44W
1234567
11200
3344
Beneficiary account
number /Bill
reference number
comprising letters
and 0-3 digits
characters and spaces, add
zeros to your beneficiary
account number /bill reference
number to form 6 digits and
enter that into your Security
Device.
123A
AB11-2
3Y 4W
000123
000112
000034
Beneficiary account
number /Bill
reference number
comprising letters
(4 or more) only
Omitting special characters,
for each letter of the
beneficiary's name, enter a
corresponding number
assigned to that letter into your
Security Device, limiting to the
last 8.
APPLE
Josephine Tan
Julie Tan-Ho
27753
74463826
54382646
Beneficiary account
number /Bill
reference number
comprising 1-3
letters only
add zeros to the beneficiary's
name to form a 6-digit number.
For each letter of the
beneficiary's name, enter a
assigned to that letter into your
Security Device.
JOE
R&R
000563
000077
To multiple
beneficiary
accounts (Only
available for
Business Internet
Banking)
Enter the total amount of your
transaction (including the
decimal numbers, if any),
followed by the total number of
payees into your Security
Device, limiting to the last 8
digits.
A total amount of $105800.00
to 100 payees
to 3 payees
to 6 payees
05800100

98500303

729106
Update Email
Address (Only
available for
Personal Internet
Banking)
enter the corresponding
number assigned for each
alphabet of the email address
into your Security Device.
JohnTan15@hsbc.com.sg
- the 1st 2 characters in the
email = Jo
- the 2 characters before '@'=
15
- the 2 characters after '@' =
hs
- the last 2 characters = sg
Signing Input = Jo15hssg
56154774

58264774

J_Tan@hsbc.com.sg
email = JT
an
hs
Signing Input = JTanhssg

J_Ng@hsbc.com.sg
email = JN
g0 (add '0' if there is less than
2 characters)
hs
Signing Input = JNg0hssg

J_Ng@A.Ru
email = JN
g0 (add '0' if there is less than
2 characters)
AR
- the last 2 characters = u0
(add '0' if there is less than 2
characters)
Signing Input = JNg0ARu0

123@A.Ru
email = 12
30 (add '0' if there is less than
2 characters)
AR
- the last 2 characters = u0
(add '0' if there is less than 2
characters)
Signing Input = JNg0ARu0

56404774

56402780

12302780
Update Contact
Numbers (Only
available for
Personal Internet
Banking)
Use the last 8 digits of the
contact number.
+85291234567890
81234567
34567890
81234567
Update Local
Address with '#'
(Only available for
Personal Internet
Banking)
Use the postal code + 1st 2
digits after '#' of the address.
Choose numeric digits after #
only.
(Add zero to single number)
20 Pasir Panjang Road #01-
01 Singapore 123456
20 Pasir Panjang Road #1A,
Singapore 123456
12345601

12345610
Update Local
Address without '#'
and/or does not
have digits at the
front (Only available
for Personal Internet
Banking)
Use the postal code + 1st 2
digits of the address.
(Add zero if the start of your
address is a single digit)
(Add zeros if the start of your
address does not have a any
digit)
201 Pasir Panjang Road,
Singapore 123456
4 Pasir Ris Drive 12,
Singapore 123456
Pasir Ris Drive 12, Singapore
123456
12345620

12345640

12345600
Update Overseas
Address (Only
available for
Personal Internet
Banking)
Use the 1st 8 alphanumeric
characters of the address,
without space and special
characters.
For each alphabet of the
address, enter the
assigned to that alphabet into
your Security Device.
1 Queen's Road Central,
Hong Kong SAR China
17833677
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4. 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 to backspace and delete your last
entry. To clear your entire entry, press and hold .
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5. What should I do if the security code I have input on HSBC Internet Banking is not accepted?
1. Please ensure the security code you have input matches the security code displayed on your Security
Device.
2. If the security code matches the security code on your device, the beneficiary-specific information
entered previously may be incorrect.
3. Please follow the on-screen instructions and repeat the process to generate a security code.
If the security code is still not accepted:
For Personal Internet 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.
or 65 6216 9008 (overseas) for assistance.
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Re-authentication

1: What is re-authentication?
Re-authentication is a control and security measure. After a stipulated time, you will be prompted to re-
authenticate yourself to remain logged on. Failure in re-authentication will result in the termination of the internet
banking session.
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2: Why am I required to re-authenticate myself?
Re-authentication is introduced to safeguard against attacks to active Internet Banking sessions. By
periodically prompting users to identify themselves, there is greater assurance that legitimate users are
operating the service. This security feature is in line with new regulatory guidelines.
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3: How do I re-authenticate myself?
When prompted, simply enter the security code generated on your security device in the re-authentication
window.
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4: I was prompted that a pop-up blocker has prevented the re-authentication page from being displayed, what
should I do?
It is likely that a pop-up blocker installed on your PC has prevented the re-authentication page from being
displayed. You may choose to turn off pop-up blocker or configure the pop-up blocker to allow pop-up from
HSBC.
To configure settings for,
Internet Explorer version 6 & 7 - Click on Tools, Pop-up blocker, followed by Pop-up Blocker Settings. Add
'www.hsbc.com.sg' to the allowable website list
Mozilla Firefox version 3 & above - Click on Tools, Options followed by Content. Add 'www.hsbc.com.sg' to the
Block Pop-up Windows Exception list.
For browsers or security applications not listed here, please refer to the application's help section.
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Technical Help

1: May I use other Internet web browsers?
Internet Banking was developed specifically for the recommended browsers. Other browsers may not be
compatible.
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2: How do I check what level of encryption my browser version has?
For Internet Explorer
Click on Help on the top navigation bar.
Go to About Internet Explorer.
The information should detail the version of Internet Explorer and Cipher Strength (meaning the level of
encryption).
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3: Must I have Cookies or JavaScript on my browser?
Yes. For Microsoft IE:
Click on Tools on the browser toolbar and select Internet Options
Choose the Security page
Click Custom LevelClick Allow Cookies that are stored in your computer
Click OK
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4: How can I enable my browser to use 128-bit encryption?
Depending upon the browser you are using you can check whether 128-bit SSL is being used in the following
ways:
For Microsoft Internet Explorer
Move your mouse over the 'security lock icon' at the bottom-right corner. A tool-tip of "SSL secured (128-
bit)" should pop up if you are connected using 128 Bit SSL; OR
From the 'File' menu in the toolbar, select 'Properties'. "Connection" with "SSL 3.0, RC4 with 128-bit
encryption (High); RSA with 1024 bit exchange" is shown if you are connected using 128 Bit SSL.
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5: Must I have Cookies or JavaScript on my browser?
Yes. For Microsoft IE:
Click on Tools on the browser toolbar and select Internet Options
Choose the Security page
Click Custom Level
Click Allow Cookies that are stored in your computer
Click OK
For Netscape:
Click Edit on the browser toolbar
Select Preferences
Choose Advanced Categories
Click Accept All Cookies
Click OK
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Login Problems
1: Why do I get this message saying 'JavaScript Error'?
This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully
load this up:
Click on the Refresh button in the browser's top navigation bar Re-select the transaction and wait for the
loading to be completed
Proceed again with your transaction
If this does not help, clear the browser's cache and login again. To clear the browser's cache:
For Internet Explorer 5.0
Click on Tools
Select Internet Options
Click on General
Click on Delete Files within the Temporary Internet Files section
Click OK
Close and open your browser again
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2: Why do I get this message saying 'This program has performed an illegal operation'?
You have probably encountered a General Protection Fault. Close and open your browser again. If this does
not work, restart your PC and try again. If the problem is still there, please contact our Customer Service hotline
on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas, or email to
direct@hsbc.com.sg.
6216 9008 (overseas) or email us at contact@hsbc.com.sg for assistance.
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3: I have a problem connecting to the internet while overseas or in Singapore. What do I do?
You will have to call your local ISP e.g. Singnet, Pacific Internet, Starhub, etc. to have them settle this problem.
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4: I didn't have a problem logging onto Internet Banking on other days, but why do I seem to have a problem
doing so now?
You may have to clear your browser's cache to help solve this problem. Follow the instructions below to clear
the cache.
For Internet Explorer 6.0
Click on Tools
Select Internet Options
Click on General
Click on Delete Files within the Temporary Internet Files section
Click OK
Close and open your browser again
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5: What should I do if I still have problems logging into Internet Banking?
Please contact our Customer Service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC
NOW (4722 669) from overseas.
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Accounts

1: How far back can I view my account history?
You may view your account history up to 90 days from today. If you do not specify a date range in View Account
History, this month's account history will be reflected only. For Passbook Savings accounts, your account
history will reflect all items which have not yet been printed onto your passbook.
If you wish to view more of your past transactions, you may wish to opt for eStatements where you can view up
to 12 months of your statements online. Please note that you will no longer be receiving paper statements from
the point you opt for the service. To opt for eStatements, please click on 'Statements/Advices' at the left hand
menu and proceed to 'e-Statement/e-Advice Request'.
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2: What exchange rate is the Networth Statement based? (Personal Internet Banking only)
If you have foreign currency accounts, these balances will be converted at the Inter-Bank exchange rates for the
Networth Statement. These rates may not be indicative of the exchange rates for transfers, but rather, to
provide you with the overall estimated value for your portfolio in HSBC (Singapore). If you are performing
transfers, please refer to the 'Rates Enquiry => Currency Calculator' at the left-hand menu.
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3: Can I check my credit card account balance, transaction history and reward points? (Personal Internet
Banking only)
Yes, you can as long as you are the primary cardholder.
1. To check your credit card account balance and/or transaction history, click on your card number under the
Accounts - View List of Accounts screen. A list of unbilled transactions will be displayed in SGD (after
conversion where applicable) for your respective cards.
2. To check your reward points, simply click on the Account Balance. (Personal Internet Banking only)
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4: Can I redeem my credit card reward points online? (Personal Internet Banking only)
Yes, you can. However, please note that this service is available to primary cardholders only.
Simply follow these steps:
1. Go to the left-hand menu and click on "Accounts" where you will view your list of accounts, including your
credit card account(s). On the List of Accounts, click on your account balance.
2. The credit card rewards points will be displayed with the 'Redeem' button at the bottom.
3. Click 'OK' at the prompt to proceed to the Credit Card Redemption page.
4. At the redemption page, you can list all the redemption items in the catalogue by two methods listed
below:
Search by Reward Points (Enter your total bonus points in the box that reads "Browse by points")
Search by Reward Categories
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5: How far back in record can I retrieve transactions for my credit card account via Internet Banking? (Personal
Internet Banking only)
You may retrieve your transactions up to your last credit card statement.
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6: Why can't I view my credit card transaction history? (Personal Internet Banking only)
You should be able to view your credit card transactions unless:
a. You are the supplementary cardholder. Please note that this service is available to primary cardholders only.
b. You have not linked your credit card to the service. To do so, click on 'Services' on the left-hand menu and
proceed to "Select or Deselect Accounts" where you can link your credit card by checking the tick-box next to
your credit card.
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7: Why is the cash advance amount reflected on my credit card transactions different from the amount I
withdrew? (Personal Internet Banking only)
The amount displayed for cash advance includes an administrative fee of 5% of the cash advance amount or
SGD15 (whichever is higher). For example, a cash advance of SGD1000.00 would incur an administrative fee
of SGD50.
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8: Why don't I see some of my recent credit card transactions? (Personal Internet Banking only)
For your HSBC Singapore issued credit card transaction listing, only those transactions that have been
presented by the respective merchants will be shown. As such, you may not view the latest charge (for
example, made an hour ago) to your HSBC credit card.
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9: What should I do if I encounter a discrepancy on my credit card transaction history? (Personal Internet
Banking only)
If you find a discrepancy in your transaction history, please contact our 24-hour Customer Service hotline on
1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas for assistance.
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10: Why do I see a CR sign beside my credit card transaction amount?
The CR sign represents a Credit. When this is reflected beside your account balance on the Accounts page, it
means your card is in credit position. If this is displayed beside an amount of a transaction on the card
transaction history, then it refers to a credit amount to your card. An example, the latter may be a reversal on
your transaction by the merchant.
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11: What should I do to select or deselect my accounts for online access?
Please be informed that you can choose to link your new accounts to the service from the moment the accounts
are opened. These accounts include savings and current accounts, credit cards, time deposits and loans.
If you wish to select or deselect your accounts, please proceed to SERVICES on the left-hand menu and click
on "Select or Deselect Accounts".
For Business Internet Banking, please refer to 'Access and Security' for details.
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Bill Payments

1: Which accounts can I use for the Bill Payment service?
For Personal Internet Banking, you can pay your bills using your personal or joint SGD
Current/Savings/PowerVantage/HSBC Premier Accounts.
For Business Internet Banking, you can pay bills using your HSBC corporate accounts.
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2: Do I need to apply before I can use the Bill Payment service?
You can make your bill payment to our Bill Payment merchants without prior application.
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3: How do I pay my bills using the Bill Payment service?
From the PAY BILLS menu, select the ADD PAYEE function to input key details of the merchant (e.g. merchant
name and your bill reference number). This permits you to personalise your own Bill Merchant list and allows
you to select the specific bill record for future payments. Then, proceed to select the BILL PAYMENT function to
complete your bill payment process.
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4: When I make a Bill Payment, is the payment effected immediately?
For bill payment made before 1900 hours (Singapore Time) on Monday to Friday and 1500 hours (Singapore
Time) on Saturday *, the merchant will receive your payment within the next 2 working days.
For bill payment made after 1900 hours (Singapore Time) on Monday to Friday and 1500 hours (Singapore
Time) on Saturday *, it will be treated as the next working day's transaction and the merchant will receive your
payment within the 2nd or 3rd working day.
*The cut-off time of 1900 hours and 1500 hours are valid for a normal, working day only. If any of these days is
a public holiday, regardless of when the bill payment is made, the transaction is treated as the next working
day's transaction and the merchant will receive your payment on the 2nd working day.
To ensure sufficient time for your billing organisation to process your payment, we would advise that you effect
your payment 2 working days in advance.
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5: Can I forward date my bill payment?
Yes, you can forward date your bill payment for a period of 30 days in advance.
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6: Can I delete or change my forward dated bill payment if it is not processed yet?
Yes, you can do it with the option "Future Payments".
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7: Will I be charged for using the Bill Payment service?
You will be pleased to know that Bill Payment service is offered to all customers at no extra cost.
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8: Is there a maximum limit when I use the Bill Payment service?
Yes, the maximum limit for Bill Payment service is SGD50,000 per day.
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9: Can I make a Bill Payment on a Saturday, Sunday or Public Holiday?
Yes, you can. However, the merchant will receive your payment on or after the 2nd working day.
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10: What happens if I made a payment to a wrong account?
For Personal Internet Banking, please call our Customer Service Hotline at 1800-HSBC NOW (4722 669) in
Singapore or (65) 6-HSBC NOW (4722 669) from overseas for assistance. Alternatively, you may wish to
contact your merchant directly.
6216 9008 (overseas) for assistance. Alternatively, you may wish to contact your merchant directly.
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11: May I use my Foreign Currency account to make a Bill Payment?
Sorry, Bill Payment service is not available for foreign currency accounts. Please make your payments with
your Singapore Dollar currency accounts instead.
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12: How can I pay to a Billing Organization that is not found on the Payee List?
We are constantly inviting companies, clubs and other organizations to be listed on the Payee List as
participating billing organizations. If you would like to have a particular organization to be listed, please give us
your suggestions.
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13: What should I enter for the 'Bill Account Number'?
Since the 'Bill Account Number' varies across different billing organizations, please refer to the table below for
more details. Please use UPPERCASE for an alphanumeric bill account number, eg. A12345B.
Billing Organization Bill Account Number
ANZ Credit Card
Your 16-digit credit card number.
(Please note that a minimum payment of S$5.00 is required.)
BOC Credit Card
CIMB Credit Card
DBS Credit Card
Your 15 or 6-digit credit card number.
DINERS Credit Card
ICBC Credit Card (RMB/SGD)
POSB Credit Card
MAYBANK Credit Card
OCBC/OCBC PLUS Credit
Card
SCB Credit Card
UOB Credit Card
Ang Mo Kio Town Council
Your 11-digit numeric account number.
(Please note that a minimum payment of 1 month of the Service &
Conservancy Charges [S&CC] is required.)
Bishan Toa Payoh Town
Council
Chua Chu Kang Town Council
East Coast Town Council
Holland Town Council
Jurong Town Council
Marine Parade Town Council
Moulmein Kallang Town Council
Pasir Ris Town Council
Sembawang Town Council
Tampines Town Council
Tanjong Pagar Town Council
West Coast Town Council
American International
Assurance Co Ltd (AIA)
Your policy number that is one single alphabet followed by 9 digits, e.g.
A123456789.
AXA Insurance Singapore Pte
Ltd
Your 8 alphanumeric or numeric policy number, e.g. P1234567, S1234567,
Q1234567, HA123456, HB123456 or 12345678.
DMG & Partners Securities Pte
Ltd
Your 10 alphanumeric characters securities account number, e.g.
31P1234567 or 3123456789.
Fraser Securities Pte Ltd Your 7-digit trading account number, e.g. 1234567.
HSBC Insurance (S) Pte Ltd
(Life)
(e.g. Death, Endowment, etc)
Your 8-digit policy number.
Int'l Rice Research Institute
Fund
Your name for identification purposes, without leaving any spaces in
between eg JohnSmith
IRAS-Individual Income Tax
(Inland Revenue Authority of
Singapore)
For the payment of Individual Income Tax only. For instalment payments,
please contact IRAS directly. You may wish to refer to your Payment
Voucher for the contact details.
The bill reference number# is as provided:-
A) NRIC (e.g. S12345767A); or
B) FIN - Foreign ID No. (e.g. F1234567A); or
C) Work Permit No. (e.g. 123456789 where the space is removed); or
D) ITR - Income Tax Reference (e.g. 12-1234567-A); or
E) IMS - Immigration No. (e.g. 1234567A); or
F) ASGD - Assigned ID (e.g. A1234567B).
#Do note that the IRAS bill reference number is case sensitive. Please use
upper case only.
IRAS-Other Taxes**
(Property Tax, Corporate Tax,
Goods and Services Tax and
other taxes)
Your 14-digit payment slip number, e.g. 12345678901234.
M1 Limited Your 9-digit account number, e.g. 123456789.
Maybank Kim Eng Securities
Pte Ltd
Your 2-digit Trading Representative's code followed by your 5 or 6 digit
trading account number, e.g. 1A12345 or AB123456.
NTUC Income Insurance
Cooperative Ltd**
Your 11-digit invoice number, e.g. 12345678901.
Singapore Telecommunication
Ltd (Singtel) (Includes SingTel
Mobile, SingTel Mobile Sales,
SingTel Paging, SingNet,
National Computer Systems,
Telecom Equipment and
SingTel Aeradio.)
Your 8-digit account number, e.g. 12345678. (Please do NOT enter your
contact number as your account number.)
SP Services
Your 10-digit bill account number as shown on your bill statement (Please
note that a minimum payment of S$10.00 is required.)
StarHub Ltd (Mobile/IDD/Digital
Voice/Mobile Data/StarHub
TV/MaxOnline/iMail)
Your Account Number (eg. 1.xxxxxxxxA) with StarHub Ltd as displayed on
the right hand corner of your bill.
Sunpage
Your 8-digit bill reference number, e.g. 12345678.
Tanglin Trust School Ltd** Your 6-digit invoice number, e.g. 123456.
The British Club
Your 5-character membership number that is in the format of ANNNN (an
alphabet followed by 4 digits).
Traffic Police** Your 16-digit Notice Number / Reference Number.
United World College of
S.E.Asia**
Your 4 to 8-digit invoice number followed by your 4 or 5 digit student
admission reference, e.g.12341234, or 123456781234. If you are paying a
registration or deposit fee, please enter 'RF' (for registrations) or 'DF' (for
deposits) followed by the student's name, e.g. RFJohnSmith or
DFJohnSmith.
UOB Kay Hian Pte Ltd Your 7-digit trading account number, e.g.1234567.
** Please note that for these billing organizations, you are required to use the invoice number as bill account
number. You should input the invoice number with each new bill payment. Please do not place recurring bill
payments to these billing organizations.
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14: For merchants that do not allow me to input the "Bill Reference Number" at the ADD PAYEE screens, what
should I do?
For the merchants e.g. IRAS-Other Taxes, the bill reference numbers will only be on a one-time basis, and thus
will be different every issuance. We prevent setting up these bills as templates so that for subsequent
payments, you will not retrieve the old templates and pay to a wrong billing account.
If you wish to pay these bills, simply proceed to ADD PAYEE (if you have not done so) and setup the payee
with the billing organisation name only. Next, proceed to "Pay Bills" or "Make Multiple Bills".
Billing Organization Bill Account Number
IRAS-Other Taxes**
(Property Tax, TV License fees, Corporate Tax, Goods and Services Tax and
other taxes)
Your 14-digit payment slip
number.
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Transfers

1: Are there limits on transaction transfers?
For Personal Internet Banking
Linked account transfers (transfers between your own HSBC accounts): Daily Limit is up to available balance
of your debiting account.
Third party fund transfers (transfers to 3rd party HSBC accounts, transfers to Singapore banks or transfers to
banks worldwide): Daily Limit is SGD100,000.
Bill Payments Daily: Limit is SGD50,000 daily.
For Business Internet Banking:
The Bank sets Daily Maximum Transaction limits (in Singapore dollar) for the following Business Internet
Banking services : Priority Payments, Bill Payments, Intra-Account Transfers and GIRO Payments. These are
combined daily limits that apply to ALL accounts reported under the same Business Internet Banking profile i.e.
the total value of transactions per day by the Main Applicant and ALL Associate Applicants must not exceed
these stipulated daily limits.
Any request for increase in Customer Maximum Daily All Transaction Limit above the default limit is subject to
Bank's approval. Please contact your Branch and/or Relationship Manager for further information should you
require to change this limit.
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2: Can I make transfers to and from any of my accounts?
You can make transfers to most of your Internet Banking accounts. However there are some limitations to the
transfer feature, for example, you cannot transfer funds to repay your loans with us.
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3: When I transfer money, is the transfer effective immediately?
This depends on the nature and timing of the transaction. For transfers to any accounts within HSBC
Singapore, this will be effected immediately if it is received before the cut-off time for that day. For payments to
HSBC Credit Cards, this will be effected the next working day. For more details, refer to the Cut-off Times on
the navigation bar.
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4: Why are there so many options for me to input the beneficiary bank's information in the Transfers screens for
funds going to other Banks?
For the Transfers - To another bank in Singapore, there are 3 ways you can indicate the bank which you
want to send funds to:
a. from our pre-selected dropdown list of most banks in Singapore
b. by keying the beneficiary bank's information such as the name and address
We would recommend using our dropdown list as it will be easier and faster for you to indicate your
choice. In addition, there will not need to be any manual intervention by the Bank, meaning that your
payment will be sent out quicker to the beneficiary.
For the Transfers - To another bank worldwide, you would need to do the following:
a. select the country you are sending the payment to. If your choice is not on the list, select "Others" to
proceed.
b. indicate from which account you are taking your funds out of, i.e. the debiting account.
c. select the closest city from your beneficiary within the country you have selected (some countries
centralise their processing of funds so there may only be one choice of city in our dropdown list). If you
had earlier selected "Others", then go immediately to step e and click on the button indicated
d. select your beneficiary's bank name and branch from the dropdown list to choose which bank to send
the funds to
e. if the bank of your choice is not on the dropdown list, click the second button beside "Bank Name:" and
input the details of your beneficiary's bank (if you know the bank code e.g. ABA050, then fill this in the
"Local Bank Code" field)
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5: How are the charges deducted for transfers to other banks worldwide?
Please click here for our tariff of charges.
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6: Why are there so many options to determine when and how often my transfer is made?
There are essentially 3 ways to instruct us when you want your transfer effected:
To make the transfer immediately (if submitted within cut-off time) or the next available opportunity (at the
start of the next processing day)
To make the transfer at a later date pre-defined by you (thus you need to indicate the exact date you want
us to make the transfer). If this date does not fall on a working day, we will process your instruction in the
morning of the next working day.
To make more than one frequency of the same transfer for a set period. This ensures that you only need
to give us the details of your transfer once and we will follow your instruction for when and how often you
wish to make the same transfer.
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7: What is the difference between the Transfer History Enquiry and the Account History enquiry under View List
of Accounts?
The Transfer History Enquiry screen under the Transfers function allows you to view all Transfers done only
through Internet Banking for the last 90 days. The Account History enquiry will provide you with all transactions
done on your account for the last 90 days.
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8: Must I set a limit before I can do a third party funds transfer online?
Upon successful self-registration, the third party fund transfers daily limit is defaulted at SGD25,000 and you
have the flexibility of setting your preferred limits.
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9: What are the charges for online local third party transfers?
The transaction fee for local third party transfers effected via Internet Banking is SGD10 per item.
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10: What should I do to request my personal transfer limit? (Personal Internet Banking only)
Just download the third party transfer form from the "Services" section, fill in your preferred third party transfer
limit in Singapore dollars (maximum SGD100,000), sign on the authorisation form and mail it to us.
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11: What does "Telegraphic" and "Notes" refer to?
- "Telegraphic" refers to Telegraphic Transfers exchange rates.
"Telegraphic we buy" refers to the exchange rates of telegraphic transfers that the bank may use to
convert your foreign currency into Singapore Dollars.
e.g. "Telegraphic we buy" for USD is 0.5 or USD 0.5 = SGD 1
If you receive a Telegraphic Transfer of USD 1000, we buy USD 1000 at the rate provided and you
will get SGD 2000.
"Telegraphic we sell" refers to the exchange rates of telegraphic transfers that the bank may use to
convert your Singapore Dollars into foreign currency.
e.g. "Telegraphic we sell" for USD is 2.0 or USD 1 = SGD 2.0
If you send a Telegraphic Transfer of SGD 1000, we sell USD 500 at the rate provided and you will
get USD 500.
- "Notes" refer to the Notes exchange rates.
"Notes we buy" refers to the exchange rates of cash / notes that the bank may use to convert your foreign
currency into Singapore Dollars.
e.g. "Notes we buy" for USD is 0.5 or USD 0.5 = SGD 1
If you have cash of USD 1000, we buy USD 1000 at the rate provided and you will get SGD 2000.
"Notes we sell" refers to the exchange rates of cash / notes that the bank may use to convert your
Singapore Dollars into foreign currency.
e.g. "Notes we sell" for USD is 2.0 or USD 1 = SGD 2.0
If you need to exchange cash of SGD 1000 in USD, we sell USD 500 at the rate provided and you
will get USD 500.
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12: How do I transfer funds to a bank account in Australia, United Kingdom or the United States?
If you are transferring funds to banks in Australia, United Kingdom or United States, please input the following
codes:
a. Australia - input the 6 digit BSB code, e.g. 123456.
b. United Kingdom - input the 6 digit sort code, e.g. 123456.
c. United States - input the 9 digit Fed-wire number, e.g. 123456789.
Please note that invalid characters (e.g. @,#,% or -) or spaces will not be recognised.
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13: Regulations on Wire Transfers
In accordance with the Bank's policies in relation to anti-money laundering and countering of terrorism financing
regulation, the remitter's name, account number and address (as held in the Bank's records) will be included in
the transfer message. Without limiting any other terms and conditions applicable to remitter's accounts with the
Bank, by initiating the telegraphic transfer the remitter consents to the inclusion in the message of these details
and/or any other information referred to in any relevant anti-money laundering and countering of terrorism
financing regulation.
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Transfers via FAST
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1. What is FAST?
FAST (Fast And Secure Transfers) is a new electronic funds transfer service that enables customers to
transfer SGD-denominated funds almost immediately from one participating bank to another in Singapore.
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2. Which are the participating banks of FAST?
FAST will be offered by 14 banks - ANZ Bank, CIMB Bank, Citibank, DBS Bank/POSB, Deutsche Bank, Far
Eastern Bank, HSBC, Maybank, OCBC Bank, RHB Bank, The Royal Bank of Scotland, Standard Chartered
Bank, Sumitomo Mitsui Banking Corporation and United Overseas Bank.
Additional banks will be joining at a later date.
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3. Why is there a need for FAST?
Currently, it can take up to three working days for customers to transfer SGD-denominated funds from one
banking account to another across banks. FAST is introduced in response to the increasing demand from
consumers and businesses for faster funds transfer services.
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4. How does FAST compare with other payment modes?
a. FAST enables almost immediate receipt of SGD-denominated funds. You will know the status of the
transfer by accessing your bank account via internet banking or via notification service offered by the
participating bank.
Payment Type
Receipt of
Payments
FAST
Almost
Immediate, 24x7
basis
Cheque
Up to 2 working
days
eGIRO
Up to 3 working
days
MEPS
Same working
day if transfer are
done before 4pm
b. FAST is available anytime, 24x7, 365 days.
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5. How do I access FAST?
FAST can be accessed via Personal Internet Banking. It is also available via the HSBC Mobile Banking App
downloadable onto smart phones and tablet.
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6. What are the operating hours of FAST?
Most participating banks offer FAST 24x7, 365 days.
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7. What is the minimum and maximum transaction amount for FAST?
Minimum transaction amount on our Personal internet banking channel has been set at SGD1. Maximum
transaction amount is SGD10,000 per transaction. The maximum limit is the industry limit which cannot be
revised.
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8. What is my daily Transfer Limit?
The daily transfer amount will be subject to your existing third party transfer limit on Personal Internet Banking.
Please call us on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from
overseas for more information about activation of third party transfer limit.
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9. Can I make a FAST Payment from my foreign currency account?
You can debit the funds from a foreign currency account but the funds will be converted to SGD at our prevailing
exchange rate for the transfer/remittance. Customers with foreign currency deposit holdings with HSBC will
also be able to use our innovative Online GetRate service to perform the conversion to Singapore dollars.
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10. Can I make a FAST Payment from my foreign currency account?
You can debit the funds from a foreign currency account but the funds will be converted to SGD at our prevailing
exchange rate for the transfer/remittance. Customers with foreign currency deposit holdings with HSBC will
also be able to use our innovative Online GetRate service to perform the conversion to Singapore dollars.
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11. Will customer be charged for FAST services?
The charges will be waived until further notice.
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12. Are FAST transfers secure?
FAST is secure and adopts the same security standards established by the banking industry in Singapore for
funds transfer.
For transfers to third party beneficiaries*, you are required to use the Security Device to input beneficiary
specific information to generate a security code.
*You do not need to input such information if you are using "Saved Transfers.
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13. Can I use FAST if I have the payee's name only and not the account number?
No, the payee's bank account number is required for FAST transfers.
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14. How will I know if my funds transfer or payment via FAST is successful?
The status of your funds transfer is available via your internet banking message box.
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15. Can I make a funds transfer from a FAST participating bank to a non-FAST participating bank?
FAST only enables SGD-denominated funds transfer between accounts of the 14 participating banks in
Singapore. Funds between a participating and a non-participating bank could be transferred through MEPS or
GIRO.
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16. Can I use FAST to transfer funds to a bank account overseas?
FAST can only be used for SGD-denominated fund transfers between bank customer accounts of the 14
participating banks in Singapore.
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17. When will the funds be available in the receiving account after I have made a FAST transfer from my HSBC
account?
The SGD-denominated funds debited from your HSBC account will be made available to the receiving account
within 5 minutes.
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18. If the transfer is not successful, will the money be refunded to me?
If the payee bank rejects the interbank fund transfer, for example, because of an invalid account number, the
funds will be returned to your debiting account after the transfer. You can also view the status of your transaction
or check the reason for rejected transactions through the notification message under message box on the
internet banking page.
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19. If I have transferred the money wrongly, how can I attempt to recover those funds?
If you have made a transfer to an incorrect destination account, please check if the payment has been returned
to your account. If yes, you can then re-transfer the funds to the correct account. If no, please call us on 1800-
HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.
Please note that the Bank cannot check the accuracy of the beneficiary's account number, as this information is
not available to us. Therefore, we would advise you to contact the beneficiary to obtain the correct destination
account details before sending any funds.
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20. Why is my transfer being rejected?
If the reason is due to invalid account number, please check the accuracy of the beneficiary's account number.
Please omit dashes and space when you enter the account number. FAST does not accept crediting to a
credit card account or loan account.
If the reason is due to "Payment request time out", that means the beneficiary bank was unable to respond to
your payment due to issues at their end. Please retry your transaction again.
If it is still unsuccessful, you may call us on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW
(4722 669) from overseas.
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21. If I have current GIRO and Standing instructions (SI) (transferring in SGD to the other participating banks)
with HSBC, will these arrangements be converted to FAST automatically?
No, these arrangements will not be converted to FAST automatically. You will have to set up new instructions to
use FAST for such arrangements.
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22. For customers who have monthly transfers via MEPS, will these be changed to FAST as well and at no
charge?
Recurring transfer currently set up on MEPS will not be converted automatically to FAST. You would have to
cancel the recurring transfer instruction and create a new instruction to use FAST.
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23. Can I use my current saved transfer setup for MEPS and GIRO for FAST transaction?
You can use your saved transfer setup provided the account number of the beneficiary bank does not include
Branch code, dashes, space, credit card or loan account number.
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24. Can I do a forward dated or future dated FAST transaction?
Yes, you can initiate a future dated FAST transaction. We will process the payment on the date you have
indicated on your instruction. However, please note that we do not process forward dated transactions on
Sundays and Singapore Public Holidays. Hence, any forward dated transaction that falls on a Sunday or
Singapore Public Holiday will only be effective on the next business day.

Transfer via GIRO (Personal Internet Banking only)

1. How does the Transfers via GIRO works?
Transfers via GIRO allow you to make non-time critical payment instructions. Transfers via GIRO can be dated
up to 12 months in advance and this payment can be a one-time/ future dated payment or set up on a recurring
basis.
Note: Transfers via GIRO can only be sent in local currency and cannot debit from a foreign currency
account.

2. Is Transfer via GIRO using Personal Internet Banking free?
Yes, it is free of charge.

3. What is the cut-off time to transfer money via GIRO?
The cut-off time is before 8pm on Mondays to Fridays and before 3pm on Saturdays. If you submit a GIRO
transfer before the cut-off time, the money will be debited from your account at the end of the day.
Note: Please ensure that there are sufficient funds in the selected debiting account.

4. When can my beneficiary receive the funds?
Money transfers made before the daily cut-off time would be available to beneficiary within 3 working days
(T+2), subject to receipt of the receiving bank.

5. How to make a GIRO transfer?
Please click here to view our step by step guide.
For details on Interbank GIRO Participating Banks and their branch numbers, please click here

6. How to view future GIRO transfers?
Please click here to view our step by step guide.
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Payments to Canada

1. What if I do not have the Payee address?
It is recommended that you acquire this from the Payee and to provide an address that the Payee can be
contacted at.

2. What if the Payee address is temporary? Can I use it?
It is recommended that you provide a permanent address of the Payee. For temporary address, the Payee has
to be contactable at the address provided.

3. Does the Payee address requirement apply to all amounts and currencies?
This Payee address requirement will apply when you are making payments to a beneficiary bank in Canada in
amounts of Canadian dollar $10,000 or more (or equivalent in other currencies).

4. Does the receiving/beneficiary bank verify the beneficiary address?
The regulation requires the receiving/beneficiary bank to keep a record of the Payee information which is then
reported to the Canadian authorities.

5. What will happen if the Payee address provided is incorrect? Are there charges imposed on me? If yes,
what are the charges?
We strongly recommend that you provide a correct Payee address as this will be reported to the Canadian
authorities. There are no known charges involved for incorrect information. However, there may be some
delays when clarification is needed with the incorrect information, or the transfer may be returned/rejected.

6. What if I forget to provide the Payee address in my telegraphic transfers?
The receiving bank in Canada will reject and return the telegraphic transfers.

7. Other banks do not inform me of such requirement. Is this required by HSBC?
This is a regulatory requirement in Canada and all banks in Canada will need to comply. It is not a HSBC
specific requirement.

8. Is there a change in the telegraphic transfer application? How do I obtain a copy of this new form?
Yes, the form has been amended to allow customers to fill in the Payee's name and address, in addition to the
account number/IBAN (for Europe). The hardcopy forms are available in the HSBC branches, or you can
download it here.
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Payments to Europe

1. How can I find out the swift address or sort code of my beneficiary bank?
You can ask your beneficiary for the bank's swift address, or conduct an online search at http://www.swift.com.
For sort code, you can perform an online search at http://findsortcodes.co.uk/

2. What is an International Bank Account Number (IBAN)? Is it the same as the beneficiary account number?
An IBAN is simply the existing account number in a format/structure that makes it internationally recognisable.
IBAN is usually displayed on the account holder's paper bank statement. Here are some examples of IBAN
formats.
Country Length Examples of paper representation
Andorra 24 an AD12 0001 2030 2003 5910 0100
Austria 20 an AT61 1904 3002 3457 3201
Belgium 16 an BE68 5390 0754 7034
Cyprus 28 an CY17 0020 0128 0000 0012 0052 7600
Czech Republic 24 an CZ65 0800 0000 1920 0014 5399
Denmark 18 an DK50 0040 0440 1162 43
Estonia 20 an EE38 2200 2210 2014 5685
Finland 18 an FI21 1234 5600 0007 85
France 27 an FR14 2004 1010 0505 0001 3M02 606
Germany 22 an DE89 3704 0044 0532 0130 00
Gibraltar 23 an GI75 NWBK 0000 0000 7099 453
Greece 27 an GR16 0110 1250 0000 0001 2300 695
Hungary 28 an HU42 1177 3016 1111 1018 0000 0000
Iceland 26 an IS14 0159 2600 7654 5510 7303 39
Ireland 22 an IE29 AIBK 93115212 3456 78
Italy 27 an IT60 X054 2811 1010 0000 0123 456
Latvia 21 an LV80 BANK 0000 4351 9500 1
Lithuania 20 an LT12 1000 0111 0100 1000
Luxembourg 20 an LU28 0019 4006 4475 0000
Malta 31 an MT55 MMEB 4437 0000 0000 3789 9994 001
Netherlands 18 an NL91 ABNA 0417 1643 00
Norway 15 an NO93 8601 1117 947
Poland 28 an PL27 1140 2004 0000 3002 0135 5387
Portugal 25 an PT50 0002 0123 1234 5678 9015 4
Slovak Republic 24 an SK31 1200 0000 1987 4263 7541
Spain 24 an ES80 2310 0001 1800 0001 2345
Sweden 24 an SE35 5000 0000 0549 1000 0003
Switzerland 21 an CH39 0070 0115 2018 4917 3
United Kingdom 22 an GB15 MIDL 4005 1512 3456 78
Source: ECBS

3. Is the requirement of IBAN a regulatory requirement?
No, it is not a regulatory requirement. However, it is a market practice adopted in European banks to promote
efficiency in processing, so that customers can receive their funds easier and faster.

4. Why is this requirement only communicated to customers now?
This was not communicated previously as it is not a mandatory requirement. However, we strongly recommend
customers to provide us with the information to ensure smooth processing of their transactions. Please refer to
terms and conditions for telegraphic transfers for the requirements and information needed.

5. Is IBAN information applicable to all currency payments and amounts?
This is required for making EURO payments to Europe, regardless of amounts.

6. Where can I get hold of the IBAN details of the person/organisation I want to pay?
The usual way to obtain BIC and IBAN is to contact the beneficiary directly and request the details from them.
Alternatively, the beneficiary may quote their BIC and IBAN on their invoice.

7. How can I check if the IBAN is correct?
You can check an IBAN quoted to you is configured correctly by visiting the Association for Payment clearing
services (APCS) website at http://www.apacs.org.uk. However, this check cannot verify the actual existence of
the account.

8. Where do I input the IBAN information?
Please enter the "IBAN (International Bank Account Number)" in the beneficiary's account number field.

9. What will happen if I make payment to Europe without a valid IBAN?
We will continue to process your payments without BIC and IBAN. However, if the receiving bank requires the
information for payment processing, it may result in delays on the processing of the transaction or charges
imposed to you and the beneficiary of the payment.

10. What charges will be applied to my account?
Our standard charges for telegraphic transfers are still applicable. However if you request us to make payment
to Europe without a valid IBAN, additional charges may be imposed from the receiving bank. These charges
will be debited from your account. Please note that the charges from each receiving bank will differ.

11. When will charges be applied to my account?
The charges will be debited from your account when we receive a claim from the receiving bank.

12. Is IBAN information required for EURO payments to Europe or anywhere? What are the countries?
This will impact all banks in the UK and continental Europe that make or receive payments in Euro. The
countries affected include:
Austria Estonia Iceland Luxembourg Romania
Belgium Finland Ireland Malta
Slovak
Republic
Bulgaria France Italy Netherlands Slovenia
Cyprus Germany Latvia Norway Spain
Czech Republic Greece Lithuania Poland Sweden
Denmark Hungary Liechtenstein Portugal Switzerland
UK

13. Where can I find out more about information on IBAN and making payments to Europe?
You can refer to the following sites:
www.apacs.org.uk
Association for Payment Clearing Services (APACS)
www.ecbs.org
European Committee for Banking Standards (ECBS)
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Online GetRate

1: What is Online GetRate?
Online GetRate is a service on Internet Banking that provides real-time exchange rates for transfers. This
service is available when both the payment currency and debit currency are supported by Online GetRate. For
example, making a telegraphic transfer from US dollars to Euro or vice versa. This service is subject to the
respective transaction cut-off timings.
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2: How can I sign up for Online GetRate?
Online GetRate is available on both Personal and Business Internet Banking. Online GetRate is only applicable
for transfers involving foreign exchange, of amounts from S$1 to S$2 million for Business Internet Banking and
amounts from S$1 to S$1.2 million for Personal Internet Banking.
To sign up for Business Internet Banking, contact your Relationship Manager or call our Customer Service
Centre on 1800 216 9008 (Singapore) or (65) 6216 9008 (overseas).
To sign up for Personal Internet Banking, you can register at www.hsbc.com.sg using your primary credit card,
debit card, ATM card or Internet Registration card (with Multi Currency Account only).
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3: How do I start using Online GetRate?
Securing a rate via Online GetRate is easy. To start using this service, click on 'Confirm and Online GetRate'
on the transfer review page.
For Business Internet Banking users, this function is only available for final authorisers of an eligible
transaction.
The offered rate will be displayed. To secure the rate, simply click on 'Accept' before the rate expires.
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4: What types of online transactions are supported by Online GetRate?
Online GetRate is available for the following transactions:
Cashier's order
Demand draft
MEPS (transfer to another bank in Singapore)
FAST (transfer to another bank in Singapore)
Telegraphic transfer (transfer to another bank worldwide)
Linked accounts transfer
Transfer to other HSBC Singapore account
Transfer to other HSBC Singapore credit card
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5: Can I book Online GetRate for future dated transfers?
No, Online GetRate only applies to immediate transfers. The prevailing foreign exchange rates will be applied
for future-dated transfers on the day the instruction is effected.
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6: Is Online GetRate available for all currencies?
Online GetRate is available for transactions involving any two of the following currencies:
Australian dollar
Canadian dollar
Danish kroner
Euro
Hong Kong dollar
Japanese yen
Norwegian kroner
New Zealand dollar
Singapore dollar
South African rand
Sterling pound
Swedish krona
Swiss franc
Thai baht
US dollar
* Both payment currency and debit account currency must be Online GetRate supported currencies.
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7: Is there a requirement on the minimum and maximum transaction amount for Online GetRate?
For Business Internet Banking users, transactions of amounts from S$1 to S$2 million.
For Personal Internet Banking users, transactions of amounts from S$1 to S$1.2 million.
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8: What is the cut-off time for the Online GetRate service?
For linked account transfers and transfers to other HSBC account or credit card, Online GetRate is available
round-the-clock from Monday 6.00 am to Saturday 5.00 am, excluding public holidays.
For telegraphic transfers, MEPS, cashier's order and demand draft, please logon to Internet Banking to view
the respective transaction cut-off timings.
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9: How do I submit a transfer with Online GetRate?
1. Fill in the required transaction details and click on 'Submit'
2. On the review transfer page, click on 'Confirm and Get Online GetRate'
3. The offered rate will be displayed
4. To book the rate, click on 'Accept'
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10: Why is there a countdown timer after I click on 'Confirm and Online GetRate'?
As the live foreign exchange rates are constantly changing, the time bar displays the duration you can hold the
offered rate before that rate expires.
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11: Can I request for another foreign exchange rate?
Yes, you may request for another foreign exchange rate after the timer expires. Click on 'Refresh' to obtain a
new rate.
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12: Why is the 'Confirm and Online GetRate' button not available?
The 'Confirm and Online GetRate' button will only be available if the following conditions are fulfilled:
The transaction type is eligible for Online GetRate. Please refer to question 4.
FEX contract reference must not be entered (Business Internet Banking only).
The transfer must be immediate
Foreign exchange must be between two GetRate supported currencies
Submission must be made within the respective transaction cut-off timings
Transaction must be submitted by a primary user and does not require further authorisation (Business
Internet Banking only)

Investments

1: How to calculate Gain / Loss for Current Investments?
Gain / Loss (unrealised) (in denomination currency if the holding is not SGD-denominated) = Market Value -
Total Purchase Settlement Amount
Market Value = Market Price X no. of outstanding units
Total Purchase Settlement Amount = (Average Purchase Price + Average Purchase Charge) x no. of
outstanding units
Gain/Loss (unrealised) in SGD = Market Value converted to SGD at spot foreign exchange rate - Total
Purchase Settlement Amount converted to SGD at the foreign exchange rate applied on purchase
Gain/Loss (unrealised) % = Gain / Loss (unrealised) / Total Purchase Settlement Amount x 100%
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2: What is Average Purchase Price / Charge?
It is used for calculating the Gain / Loss values. The (Weighted) Average Purchase Price (WAPP) and Charge,
are derived from the average purchase price / charge of a product based on all historical transactions (since
start of investment) relevant to the current holding, with the product quantity (unit / amount) acting as the weight
for each purchase price / charge.
"Start of investment" -- When customer does not have any current holdings of a product, and he / she
purchases some new holdings, the first transaction will be regarded as "start of investment".
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3: Why can't I see the Gain / Loss?
Gain / Loss (unrealised) will only be shown for unit trusts. For other products, due to their product nature and / or
difficulty of obtaining a Market Value, Gain / Loss (unrealised) may not be available.
Market Value is determined by the latest available market price from the system.
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4: How to calculate Gain / Loss for Past Investments?
Gain / Loss in Past Investments are REALISED Gain/Loss, which refers to the amount actually gained/lost from
a particular move-out transaction.
Gain / Loss (realised) (in denomination currency if the holding is not SGD-denominated) = Total Ending
Settlement Amount - Total Purchase Settlement Amount
Total Ending Settlement Amount= Transaction price X no. of units sold Total Purchase Settlement Amount =
(Average Purchase Price + Average Purchase Charge) x no. of units sold
Gain / Loss (realised) in SGD = Total Ending Settlement Amount converted to SGD at the foreign exchange
rate applied on selling Total Purchase Settlement Amount converted to SGD at the foreign exchange rate
applied on purchase
Gain / Loss (realised) % = [Gain / Loss (realised)] / Total Purchase Settlement Amount x 100%
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5: What is "Data based on assumption"?
Some transaction information (e.g. Purchase Price, Charges) are necessary for the calculation of Gain / Loss.
Under some situations (examples listed below), the Bank may not have the most updated data for those kinds
of information. Therefore, Gain / Loss must be calculated based on some assumptions.
Examples:
- Investments transferred in to HSBC from other financial institutions (HSBC would not have any transaction
records before the transfer-in)
- Corporate Events (e.g, split, consolidation, etc.)
Please note that the Transaction histories relating to current holdings are only available from 2 August 2004
onwards. All prior transactions will be combined and recorded as a "Start up" transaction, applying the
exchange rate and the day end pricing as of 2 August 2004.
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eStatements/Advices (Personal Internet Banking only )

1: What are eAdvices?
eAdvices are acknowledgement messages that are sent to you via the email channel (under CONTACT
CENTRE on the left navigation menu). Advices that are available via Internet Banking are mainly transactional
advices.
Other advices that may require your immediate attention (such as the "Instalment Overdue Reminder" and the
"Account Overdue Reminder") will not be available via Internet Banking. These advices will continue to be
mailed to your correspondence address.
Please note that your eAdvice service is defaulted at the point of registration. If you wish to opt out of this
service, simply proceed to the "STATEMENTS / ADVICES" section on the left-hand menu.
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2: What are eStatements?
eStatements are simply your bank statements in a different form. It is presented in Portable Document Format
(PDF) that can be downloaded onto your own hard-disk.
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3: Will I be receiving my bank statements via postal mail each month if I opt for the eStatements?
With eStatements, you would only need to access your bank statements online, i.e. by logging on to Internet
Banking. You will not be receiving your bank statements via post if you have opted for eStatements. Please
note that for tax purposes, we will continue to send the Credit Interest Advice annually by post.
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4: What are the online services available for credit cards?
You can
Track your credit card transactions*.
Check your outstanding balance* and reward points*.
Browse HSBC Rewards catalogue and redeem for your rewards at lower points online.
View/download your last 12 months Credit Card Electronic Statements online.
You can arrange for a temporary increase in credit card limit.* up to the last banking day.
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5: Why can't I see my previous months' transactions?
Our credit card history displays your unbilled transactions up to the last banking day only. You are encouraged
to subscribe to our Credit Card Electronic Statement service, which allows you to view up to the last 12 months
of statements online!
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6: What is Credit Card Electronic Statement (Credit Card eStatement)?
Credit Card eStatement is a PDF document that resembles your paper statement. Once printed, it looks
exactly the same as your paper statement.
It ensures timely delivery of your credit card statements in a secure and private manner. Only you get to
see your eStatements online!
No more lost or misplaced statements.
No more filing: we store your last 12 months of eStatements online.
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7: How do I start to receive Credit Card eStatement?
Please go to the "Credit Card eStatement Request" page under the "Statements / Advices. You will receive
your Credit Card eStatements on the next statement date, after you sign up for the service. We will store up to
12 months of your eStatements online.
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8: How do I know when my Credit Card eStatement is sent to me?
You will receive an e-mail notification sent to the email address you provided to HSBC.
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9: What happens to my paper credit card statements if I were to opt for Credit Card eStatements?
You will no longer receive your paper Credit Card statements after opting for the Credit Card eStatements.
However, you can still request the previous months statements by calling in to our 24-hour Customer Service
Hotline at 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.
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10: I just made a credit card payment online, why is it not reflected in my credit card balance?
Please allow one working day for your credit card account balance to be updated with the latest payment(s).
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11: Why do I get this message that reads, "Sorry, you do not have any account setup for this transaction."?
Your eStatement has not been setup yet. To do so, you can click on 'Statements / Advices' on the left-hand
menu and proceed either to 'Credit Card eStatement/eAdvice Request' for Credit Card or to
'eStatement/eAdvice Request' for Banking Account(s).
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eStatements (Business Internet Banking only )

1: What is an eStatement?
An eStatement is your monthly statement of account in an electronic form, available to Business Internet
Banking customers. It is presented in Portable Document Format (PDF) that can be downloaded and saved
onto your computer
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2: Will I be receiving my bank statements via postal mail each month if I opt for this eStatement service ?
With our eStatement service, you will be able to access your monthly bank statements online by logging on to
Business Internet Banking. You will not be receiving paper statement(s) of account(s) via post if you have opted
for eStatement service. Please note that for tax purposes, we will continue to send the credit interest advice by
post annually .
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3: Why do I get this message that reads: "Sorry, your company did not subscribe to eStatement. To do so,
please send us a completed and duly signed Business Internet Banking change maintenance form. This form
can be downloaded from our website hsbc.com.sg/business. Ref. PT0" ?
Your eStatement service has not been setup yet. To do so, please download the Business Internet Banking
change maintenance form from our "Forms and Guides" section on hsbc.com.sg/business, complete it and
mail it back to us .
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4: Will I be able to see previous statements if my company subscribes to eStatement today?
No. You will only be able to see statements generated after you subscribe.
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5: Will I receive eStatement for my corporate credit card account ?
No. Currently we do not offer eStatement for corporate credit card account.
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6: When will I receive my eStatement?
You will receive your eStatement immediately after our system generates it. Your eStatement will be generated
once a month.
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7: Which users will have access to the eStatement service?
For companies receiving composite statements, only primary users will have access to this service.
For companies receiving individual statements for their account(s), both primary users and secondary users
will have access to the service for the accounts they are authorised to view.
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8: Why am I unable to view the composite eStatement of my accounts?
Only primary users can view your company's composite eStatement.
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9: What is a composite statement?
A composite statement is a statement available for BusinessVantage customers only. It contains consolidated
information of your entire financial position with HSBC at one glance.
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10: How can I subscribe to the eStatement service?
Please download the Business Internet Banking change maintenance form from our "Forms and Guides"
section on hsbc.com.sg/business, complete it and mail it back to us. Please note that the service is only
available for customers who have signed up for Business Internet Banking.
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11: I was prompted that a pop-up blocker has prevented the eStatement from being displayed, what should I
do?
You may turn off your pop-up blocker or configure the pop-up blocker to allow the eStatement to be displayed.
To configure settings for:
Internet Explorer version 6 and 7 - Click on "Tools", "Pop-up blocker", followed by "Pop-up Blocker Settings".
Add "www.hsbc.com.sg" to the allowable website list.
Mozilla Firefox version 3 and above - Click on "Tools", "Options" followed by "Content". Add
"www.hsbc.com.sg" to the "Block Pop-up Windows Exception" list.
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12: What is the retention period of my eStatement?
The system will store your last 12 statements. We advise you to download and save a copy of your statements
for your records.
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Alert Services (Personal Internet Banking only)

1: What are Alert services?
Alert services are offered to Personal Internet Banking (PIB) customers. With Alert services, you will receive a
message from the bank, via Short Messaging Service (SMS), informing you of selected activities on your
account. You can also opt to receive general messages on the Bank's promotions and launch of new services.
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2: What type of alerts are available for my selection?
In line with regulatory guidelines and as an added prevention against unauthorised access, all PIB customers
will now receive notification for the following activities:
Creation/Update of Saved Transfers
Creation/Update of Bill Payment payees
Account debit from Transfers or Bill payment instructions
Alerts will be sent through SMS to your mobile phone. If your mobile number is not maintained with the bank, a
consolidated paper advice will be sent for activities performed for the day.
Please note that customers are unable to unsubscribe from 'Debit Notification' Alerts.
You can subscribe to the following SMS Alerts:
'Credit Notification': An SMS will be sent whenever your account receives a credit transaction above
the amount you pre-set.
For example, if your pre-set amount is $100.00, you will receive an SMS alert whenever you receive a
credit for S$100 or more.
'Debit Notification' (Mandatory): An SMS will be sent whenever there is a debit transaction on your
account, above the amount you pre-set.
For example, if your pre-set amount is $100.00, you will receive an SMS alert whenever you receive a
debit for S$100 or more.
'Balance Notification': An SMS will be sent when your balance reaches below and/or above a certain
amount of your choice.
'Dates of Maturity': A message can be sent to inform you of the number of days prior to the maturity of
your Time Deposit. Kindly note that the minimum number of days is defaulted to seven, giving you
sufficient time to decide on your investment options.
'General Messages': Promotions on the Bank's latest products and services would be sent to you
periodically.
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3: Which accounts can alert services be set up on?
You may set up alerts for your savings and current accounts as well as time deposits. Please note that these
accounts need to be active in status in order for the alerts to be effective. For enquiry on account status, you
may wish to contact our customer service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-
HSBC NOW (4722 669) from overseas.
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4: How do I set up Alerts?
Step 1: Simply click on "Services => Update Alert Delivery".
Step 2: Click on "Setup New Alert" to select the account for the alert.
Having set up the alert(s), you can view the alerts and modify them, if necessary by simply clicking "Change
Alert".
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5: After I have completed the set-up and activation, when will the alerts take effect?
Upon completion of the alert set-up, you will receive a WELCOME message on the next day, marking the
successful set-up. From there on, the alerts will take effect.
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6: When will amendments to my alerts take effect?
Changes to your existing alerts will be effective immediately.
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7: If I do not wish to receive alerts while I'm away, how can I suspend the service temporarily?
You can suspend your Alert Services temporarily by clicking on "Update Alert Delivery" on the left-menu bar. On
this screen, you can specify the duration of the suspension.
To re-activate, proceed to the same screen, "Update Alert Delivery" and click on the "Reinstate" button.
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8: How can I update my mobile phone number?
You can update your mobile phone number on the "Update Alert Delivery" screen under "Alert Services" on the
left-hand menu bar.
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9: How do I terminate my alerts?
To terminate the alerts, simply click on "Change Alert", select the account and "Delete" box. Once the page has
refreshed itself, click "Confirm" to terminate the alerts. (Not applicable to 'Debit Notification' Alerts)
Your security is our top priority. Alerts increases awareness and helps you monitor the activities being
performed via Internet Banking.
Should you wish to be notified only for debit transactions above a higher threshold amounts, you can set a
higher default notification amount.
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10: Is there a charge to set up the Alert Services?
No, it is a free service although the Bank reserves the right to review the charges subsequently.
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11: Can I request the alerts through the branch or a letter?
Alert Services need to be set up via Internet Banking. If you require assistance, please contact our customer
service hotline at 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from
overseas.
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12: Can customers with overseas mobile numbers subscribe to Alert Services?
Yes. This service is also available to customers with overseas mobile numbers.
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13: I received an Alert on activity I did not perform, what should I do?
Please alert us at 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from
overseas.
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e-Alert Services (Business Internet Banking Only)

1: What is e-Alert Services?
As an added prevention against unauthorised access, all Business Internet Banking (BIB) Transaction
authorisers will now receive notification on selected activities performed through BIB.
e-Alerts will be sent for the following activities:
Creation/Update of Saved Transfers
Creation/Update of Bill Payment payees
Creation/Update of GIRO payees
Account debit from Transfers, GIRO or Bill payment instructions
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2: How will I receive the e-Alerts?
e-Alerts will be sent through paper advices. A consolidated advice will be sent for activities performed for the
day.
To receive notification via SMS, please complete and return the update mobile form attached to the notification
advice.
Please note that the bank will not be responsible for charges incurred through overseas roaming.
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3: Who can apply for e-Alerts?
No application is required. With effect from 6 April 2009, e-Alerts will be automatically activated for all BIB
Primary users. A default notification amount of S$0.01 will be applied.
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4: Can Secondary Users choose to receive e-Alerts?
No, Secondary Users are not eligible.
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5: Can I opt out of the service?
No. Your security is our top priority. e-Alerts increases awareness and help you monitor the activities being
performed via BIB. This additional feature is also in line with regulatory guidelines.
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6: Do I have to pay for e-Alert Services?
No. This service is provided free of charge.
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7: What is notification amount?
Notification amount is the threshold on which a notification will be triggered. Account debit e-Alerts will only be
sent for transactions above the notification amount.
To change your notification amount, please click on Alert Services, followed by Change Alert on the left hand
menu.
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8: Can I set different notification amount for each of my accounts?
Yes, you can. To set notification amount to a different account, select the account from the dropdown list on
Alert Services page.
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9: Why am I receiving GIRO payee e-Alerts on advice even though I opted for SMS notification?
We noticed that most GIRO payment setup contain multiple payees. This will result in multiple notifications
being triggered. By sending GIRO payee e-Alerts via a consolidated advice, you will be able to have an
overview of the payees being set up.
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10: I received an e-Alert on activity I did not perform, what should I do?
Please alert us immediately at 1800 2169008 (Singapore) or 65 62169008 (Overseas)
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Tariff of Charges

1: Am I charged to use Internet Banking?
No. The good news is that Internet Banking is free to all our customers. Naturally, some specialised
transactions do incur fees, e.g. local interbank and overseas transfers.
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2: How much do I have to pay to make transfers to accounts outside HSBC Singapore?
This depends on how you want the transfer to be made. If a Cashier's Order is to be processed and sent on
your behalf to a third party, this will cost SGD5. For more details on the various charges imposed on certain
transactions, click on Tariff of Charges in the navigation bar.
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3: Do the people I send money to have to pay anything?
They will normally have their own bank's charges to bear for receiving your funds. In addition, if you had
indicated on the Transfers To Other HSBC Branches or Other Banks form to have the overseas charges paid
by the party receiving funds, your beneficiary will also have to bear these charges imposed by these banks.
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4: What are the charges for online local third party transfers?
The transaction fee for local third party transfers effected via Internet Banking is SGD10 per item.
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5: How can I find out the bank's tariff?
You can click here to access the tariff page.
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Cut Off Times

1: Will my instruction be carried out if I miss the cut-off times?
Yes, the instruction will still be carried out. However, it can only be processed on the next working day. Thus if
you submit a telegraphic transfer request on Friday at 8pm (Singapore time) to a bank outside Singapore, this
will be received by our system (evident from the acknowledgement received by you) and stored until Monday
morning whereby the payment will be sent out to your beneficiary.
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2: Are the cut-off times according to Singapore time?
Yes. All the times listed in the table are in Singapore time.
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3: Can I transfer funds on a public holiday?
Yes, you may submit your instruction on a public holiday in Singapore or in the country to which you are sending
your funds to. Your account will be debited with the amount of the remittance immediately and the telex will only
be sent to the beneficiary on the next working day (if Singapore is on a public holiday) or the telex will be sent
on the same day (if the instruction is received before the cut-off time) and the beneficiary bank will process the
payment on the next working day (if the beneficiary country is on a public holiday).
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Online Password Reset

1. What is the online password reset feature?
Online password reset allows you to set your new password online when you forget your current one. This
means that you do not have to submit any forms to the bank for processing as long as you are able to furnish
your Username, OTP (one-time password) as well as security questions and answers accurately via Internet
Banking.
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2. What are the benefits of using the online password reset feature?
You will be able to reset your password instantly anytime.
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3. How does the password reset process work?
Select the 'forgotten password' link on the login screen. You will be asked to enter the OTP (one-time
password) and your security answers. Upon correct entry of the security answers, you will proceed to reset your
password. If the security answers are incorrect, you will then be guided to perform an offline password reset
(OFR).
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4. How do I setup my security questions and answers?
You need to choose the security question from a set of preset questions each, and provide a memorable
answer to each of the questions.
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5. How do I change my security questions and answers?
You can change your security questions and answers when you logon to Internet Banking under Services ->
Change Password Reset Questions or via 'OFR'.
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6. Are there a minimum or maximum number of questions I have to select when I set up online password reset?
You only need to complete two questions when setting up this feature. There is neither maximum nor minimum,
you should keep in mind that in order to benefit from this feature, you will have to remember the answers to the
2 questions which you had selected.
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7. How do you define these security questions?
At HSBC, we use industry standard security technology to create these questions.
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8. What happens if I forget the answers to the questions that I had selected?
You can reset your security questions and answers when you logon to Internet Banking under Services ->
Change Password Reset Questions or via 'OFR'.
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9. Will I be assigned a password or do I get to choose my own password?
You are required to set your own password.
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10. How secure is this feature?
At HSBC we use industry standard security technology and practices to safeguard your account from any
unauthorised access. For more information, please refer to our website at www.hsbc.com.sg.
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GIRO Payments (Business Internet Banking only)

1: How does the GIRO Payments service work?
The GIRO payments service allows you to make one-to-many (one debit to multiple credits) non-time critical
payment instructions. The GIRO payment can only be sent in local currency and cannot debit from a foreign
currency account. GIRO payments can be dated up to 12 months in advance and this payment can be a one-
time credit or set up on a recurring basis.
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2: How to make GIRO Payment?
Prior to making a GIRO payment, it is advisable to define the beneficiary details in the 'Manage Beneficiaries'
page. All beneficiaries that have been created to support GIRO payments will be listed in the beneficiary list. To
select beneficiary, check box on the left-hand side of the screen, next to their names and a tick will appear.
Alternatively, you can select the number of entries (in multiples of 25 for up to 100 entries) under 'Number of
entries' field and click on 'Proceed' button at the end of the page to create ad hoc GIRO payment. On the 'Set
up GIRO Payment' page, you will be required to complete the follow sections to complete the transaction.
Enter payment Information
Debit account: Click on the drop-down arrow to select the account the GIRO payment is to debit.
Value date: This is the date you want the Bank to process the payment. The payment may be applied to the
beneficiaries' accounts on the same date depending on the clearing system. The date can be no earlier than
today and must be within the next 12 months. If the payment date is today it must be submitted and authorised
before the cut-off time.
Reference to debit account: This is an optional field. Details entered here will appear on the debit account
statement.
Recurring: This field determines if the payment is recurring. If this is a one-off payment leave the default to
'No'. Otherwise click on the dropdown arrow and select the desired frequency.
Number of times: This figure determines the number of times the GIRO payment is to take place on a
recurring basis.
Reference to all beneficiaries - This is an optional field and details entered here will appear on the
beneficiaries' statement to indicate where the funds have credited from.
Enter the required fields listed below for the list of Beneficiary:
Beneficiary: Name of Beneficiary
Amount: The required GIRO payment amount
Bank no : The bank code of the beneficiary bank
Account: The branch code and bank account number of the beneficiary
Particulars: This is an optional field and details entered here will be specifically for the beneficiary.
For details on Interbank GIRO Participating Banks and their bank numbers, please click here
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3. How to manage beneficiaries?
All beneficiaries (up to 200) that have been created to support GIRO payments will be listed in this section
together with the associated account numbers. Click on the Beneficiary whose details you want to view and
potentially go on to make amendments to the selected beneficiary.
To add new beneficiary, click on 'Add' button and enter the required fields listed below:
Beneficiary name - Name of Beneficiary
Beneficiary bank number - The bank code of the beneficiary bank
Beneficiary account number - The branch code and bank account number of the beneficiary.
For details on Interbank GIRO Participating Banks in Singapore, please click here
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4: How do GIRO future payments work?
This screen lists all forward dated GIRO payments that are due to debit the account(s) displayed on the 'Future
Payment' screen. If you have access to a selected account, you can view the details of a payment that was
submitted and due to debit within the next 12 months by clicking on the name of the account. If 'Select all' is
chosen, all forward dated GIRO payments that are debiting the accounts which you have access to will be
displayed.
You can delete a forward dated GIRO payment only if you are either a Signature group 'A' or 'B' user.
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5: How to view GIRO future payments?
The GIRO payments are displayed in value date order, with the most recent payment date first. This page is
restricted to displaying 25 forward dated GIRO payments. If there are any more than 25 a 'Next' button will
display at the bottom of the list and when clicked will generate the next 25.
The payment information displayed on the Summary page is as follows:
Value date - This is the date the Bank will process the GIRO payment.
Amount - This is the total amount of the GIRO payment.
Reference to your account - This field will display the details on the debit account statement.
Frequency - This figure determines the frequency of payment.
Payment from account - This is the account the GIRO payment will debit from.
Working with GIRO Future Payments
Full payment details will be displayed by clicking on the 'Value date' field for a particular payment.
Alternatively by clicking 'Select Another Account', you will return to the list of accounts that you have access to.
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6: How to create template?
The 'Create Template' function allows you to save GIRO payment template to facilitate regular batch payment to
a predetermined list of beneficiary. All beneficiaries that have been created to support GIRO payments will be
listed in the beneficiary list during the creation of template. To select beneficiary, check box on the left-hand
side of the screen, next to their names and a tick will appear.
Enter payment Information.
Template Name - The name of this GIRO payment template.
Debit account - Click on the drop-down arrow to select the account the GIRO payment is to debit.
Value date - The branch code and bank account number of the beneficiary bank.
Reference to debit account - This is an optional field. Details entered here will appear on the debit account
statement.
Recurring - This field determines if the payment is recurring. If this is a one-off payment leave the default at
'No'. Otherwise click on the dropdown arrow and select the desired frequency.
Number of times - This figure determines the number of times the GIRO payment is to take place on a
recurring basis.
Reference to debit account - Name of Beneficiary.
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7: How to manage templates?
All templates (up to 50) that have been created to support GIRO payments will be listed in this section together
with the number of beneficiaries contained in each template.
Click on the template to view the details and potentially go on to make amendments (including deletion) or
payment to the selected template.
Use This Template - Select this option to use the template to make GIRO payment.
Change - Select this option will allow you to amend the template details, including addition of new
beneficiaries.
Delete - Select this option to delete the template.
View Another Template - Select this option to view other GIRO payment templates.
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Access and Security (Business Internet Banking only)

1: How does Activity Log Work?
The Activity Log documents selected key activities conducted by users within the company profile on Business
Internet Banking. By default, all users have access to the Activity Log to enquire on their own activity but only
users that have been granted access rights to the Activity Log service can view all activities, on all accounts, by
all users within the company profile.
Activities that are recorded in the Activity Log are as follows:
Log On - summary level only
Log Out - summary level only
Transfer - make, change, skip, delete
Bill Payment - make, change, skip, delete
GIRO Payment - make, change, delete
DC Application / Amendment Submission - create, change, delete
User Access - create, change, delete
Account Control - Setup / Change
Transaction Authorisation - authorise, change, delete
User Access Authorisation - authorise, reject
Account Control Authorisation - authorise, reject
Order Cheque Book
Stop Cheque Request
Activities that are not recorded in the Activity Log are:
Account Enquiry
Facilities Enquiry
Applicant List
Beneficiary List
Templates
Mail - reading and deleting
Viewing the details of a payment, transfer or DC Application / Amendment
Viewing the details of a log will generate a non-editable image of the acknowledgement page originally
displayed when the activity took place. The type of log you are viewing will determine the specific information
displayed and reasons for wanting to review the details of a particular activity will obviously vary. However the
information displayed will usually allow you to identify whether the bank has successfully received the request
and who initiated the instruction.
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2: How to view the Activity Log?
The Activity Log will list all activities for the current day.
The following fields are displayed to briefly summarise each activity that is recorded.
The 'From' and 'To' fields can be used to generate a list of logs for a specific date or date range.
Activity date - The date that the activity was logged.
Instruction type - The type of instruction the log is detailing.
Transaction amount - the currency and amount of the financial transaction. If a log is not transactional 'N/A'
will be displayed. If the transaction is cross currency the amount input by the user is displayed, not the adjusted
amount.
Performed by - The name of the user who initiated the request.
Working with the Activity Log
Full activity details can be located by clicking on the Activity date of the relevant log. To view an activity that was
carried out in a specific day, enter the appropriate date in the 'From' field and click 'go'. This will generate a list
of all activity for the date entered. To view a range of dates, input a 'From' and 'To' date and click 'go' to retrieve
all activity within those specific dates. If required the list of activities can be rearranged by clicking the column
headings. By default the Activity date column will sort the logs into descending time order. The sorting methods
for the remaining columns are as follows:
Instruction type - Alphabetical order
Transaction amount - Ascending in value
Performed by - Alphabetical order
To view additional activities, where available, click 'Next' to view the next page or 'Previous' to view the
preceding page. A maximum of 25 activities will be displayed on one screen. Alternatively click 'return to
Access and Security' to return to the Access and Security menu.
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3: What is User Access?
User Access is an assignable service that supports the creation, enquiry, maintenance and deletion of users
established under the company profile. User Access Control is granted to your company to specific users to
allow them to create new users and view, change and delete existing user profiles. Users with this additional
authority are referred to as Primary Users (PUs).
If your company requires Dual Control, all User Access amendments initiated by a PU have to be authorised by
another PU.
Prior to accessing the Business Internet Banking (BIB) service, a new user will firstly have to register before
access to the Internet Banking services is granted.
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4: How to create New User?
Select this option to establish a new user in the company profile and define the appropriate Accounts,
Facilities, Services, Signature group and Daily Limits. However, the 'Create a New User' is only available if you
are the PU.
When creating a new user, you need define the follow attributes:
Full Name
Personal ID
The Accounts they are to have access to.
The Facilities they are to have access to (if applicable).
The Services they are to have access to.
The User Signature Group they belong to 'Input and enquiry only', 'A' or 'B'
(User Signature Group 'A' or 'B' is applicable only if the user has been granted access to any of the
transactional eServices). Daily Limits (at user level) determine the maximum amount the new user can submit
in a day for a specific type of transaction. Daily Limit does not apply to Trade and Supply Chain.
If further authorisation is required, an acknowledgement screen will also be generated. However the screen will
clearly state the instruction is now in the pending authorisation queue and therefore requires authorisation by
another PU.
Once a new user is created, the Accounts, Facilities, Services, Signature group and Limits they have been
assigned will be displayed in an acknowledgement screen.
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5: How to View / Change / Delete a User?
All users are able to view their own profiles but For PUs, it is possible to view and change (PUs and SUs) as
well as delete any SUs within the company profile. Creation and deletion of the PU's profile has to be done by
the Bank.
Viewing a User
Click on the User name of the user whose details you want to view and potentially go on to change the selected
user profile. A maximum of 25 user names will be displayed on one screen. To view additional user names,
where available, click on the 'Next' button at the bottom of the page to view the next page or 'Previous' button to
view the preceding page. Only Primary User (PU) can maintain a user profile. However, if you are a Secondary
user, you will only see your User name on the screen.
When changing a user profile, you are able to: Add or remove Accounts to the profile.
Add or remove Facilities to the profile (if applicable).
Add or remove Services to the profile.
Alter the Signature group or Daily Limits that have been assigned.
If Dual Control is required by your company, any alterations you have made to a user profile will require
authorisation by another PU.
If further authorisation is required, the original user profiles will remain valid until the User Access request is
authorised.
Working with User Details
Having reviewed the details there are three options available to the PU.
Change - Clicking 'Change' will allow you to amend any user's details. Accounts, Facilities and Services can
be added or removed. Whereas User name, Signature Group and Daily Limits can be altered. The only
exception is that the User name cannot be altered through this service if the user is a PU.
Delete - The 'Delete' option will generate a new screen that reiterates the user's details and asks you to confirm
deletion. However, this option will not be available if the selected user is a PU.
View Another User - Select this option to leave the screen and return to the list of users within the company
profile.
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6: How does Account Control work?
The Account Control screen allows you to view a list of transactable accounts defined within the company
profile. The account summary can be sorted by 'Account name', 'Account number', 'Currency' or 'Account
Control Assigned'. Note that currency is not defined for Trade accounts.
Depending on what 'Account Control Assigned' status an account has, you may or may not be able to view,
setup or change the account control details of a particular account.
Details are as follows:
'Yes' means that the account has already been setup and thus the Account Control details can be viewed or
changed.
'No' means that the account has not been setup. The Account Control details should be setup as soon as
possible. Otherwise, no transactions can be processed through this account.
'Setup - Pending authorisation' means that an Account Control Setup request has been initiated by a Primary
User (PU) and is currently pending authorisation by another PU. Therefore, no account control details available
for view, setup or change.
'Change - Pending authorisation' means that an Account Control Change request has been initiated by a PU
and is currently pending authorisation by another PU. Therefore, only the original (before change) image of the
account control details is available for review. The change function is not available until the request is removed
from the pending authorisation queue.
Account Control Setup and Change
Click on the Account name of which account control details you want to view.
To setup or change the Account Control details, complete the following sections.
Same as account - This is an optional field. This field will only be displayed if there is any account of the same
type already been setup. To select an account to copy the Signature Requirements from, select an appropriate
account from the drop-down list and click 'Go' button on the right.
User Signature Group - This is a non-editable section. This section lists all users who have either 'A' or 'B'
signature assigned.
Signature Requirements - This is a mandatory section. Details for this section are as follows:
The 'Amount up to' field is in the Local currency defined in the company profile.
At least one of the 'Amount up to' fields must be defined.
There is no implied hierarchy between Signature groups A and B.
The threshold amounts assigned must be A"<"AA, B"<"BB, A"<"AB and B"<"AB. For example 'A"<"AA', if the
'Amount up to' assigned for 'A' is 300, the 'Amount up to' defined for 'AA' must be greater than 300.
Amounts entered must be greater than zero.
If desired, a different set of Signature Requirements can be defined for Transfers, unless this is a Trade
account.
Note:
Review the User Signature Group section to make sure that enough users have been assigned in respect of
the Signature Requirements defined.
For example, if an 'Amount up to' has been defined for 'AA', check if there is at least 2 users listed in the User
Signature Group section with Signature 'A' authority.
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Authorisation (Business Internet Banking only)

1: How does the Authorisation Service work?
The Authorisation service enables the users who have been granted sufficient authority to authorise, change,
delete or reject instructions that are pending authorisation. Pending instructions can be financial transactions or
Access and Security instructions. Once authorized, the instruction will be submitted for processing.
Financial transactions that may require authorising are:
GIRO Payments
Bill Payments
Transfers
DC Applications / Amendments
Transaction Authorisation is required if the user who effected the instruction does not have enough daily limit or
transaction signature to complete the transaction.
Access and Security instructions that may require authorisation are:
Create a New User
Change a User
Delete a User
Account Control Setup / Change
A company awards Access and Security Control to specific users to allow them to create new users, view /
change / delete existing user profiles, and setup / change an account control. Users with this additional
authority are referred to as Primary Users (PU).
Access and Security Authorisation is required if Dual Control has been selected by the company. An Access
and Security instruction submitted by a PU has to be authorised by another PU if Dual Control is required.
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2: How to view the Authorisation Service?
The Authorisation service lists the following options:
'Instructions Pending' - To view, change, authorise or delete a pending financial instruction.
'Access and Security' - To view, authorise or reject pending User Access or Account Control instruction(s). This
option is available only if you are a PU and Dual Control is required by your company.
Working with Transaction Authorisation
Transaction Authorisation guides you to view all of the details relating to a financial instruction that is pending
authorisation.
After reviewing the instruction details, you can authorise the pending transaction, make changes prior to
authorisation or delete it altogether. The "Authorise" option will only be available if you have access to the
transaction service and qualify for the required signature specified in the Signature Requirements for the debit
account.
If you do not have the required authority but you have access to the debit account and the relevant service, an
option to change or delete the instruction will be available.
Working with Access and Security Authorisation
Access and Security authorisation lists all User Access and Account Control instructions that are pending
authorisation. These instructions may be the creation of a new user, an amendment to a current user profile, the
deletion of a user, or an account control set-up / change request.
Upon viewing the pending instruction the authorisor has the option to authorise the request or reject it.
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