Frequently Asked Questions

Mobile Banking Frequently Asked Questions

The Basics

What is Mobile banking?

Mobile banking is a wireless Internet-based service that allows you to do your banking safely and conveniently while you are out and about using a mobile device. Mobile Banking provides access to the most popular Internet Banking features and services including: viewing your account balances, looking up transactions, paying your bills, transferring funds and checking rates.

How is Mobile Banking different to Internet Banking?

Mobile Banking is designed specifically for mobile devices, which means we use your phone's built-in features provide a better experience. The information is also formatted for display on smart phones.

How do I access Mobile Banking?

To log on to HSBC Mobile Banking, type www.hsbc.com.au into the address bar and you will automatically be directed to a mobile version of our site if the mobile device that you are using is compatible. Unsupported devices will have to access the full site. From this page you can logon to Mobile Banking or select the option to access the full HSBC website to logon and access the full suite of HSBC Internet Banking features.

Will I need to download any additional software or purchase an application?

An application is available for free for iPhone and can be downloaded via the Apple iTunes Store. Alternatively customers can access Mobile Banking with compatible devices by simply typing in www.hsbc.com.au in the mobile browser.

How much does Mobile Banking cost?

There are no additional charges for using Mobile Banking. Your standard Internet Banking fees and charges still apply when using Mobile Banking.

Be aware that you may incur internet data charges and call costs from your mobile service provider. Alternatively, if you use Mobile Banking via a wireless connection you may incur costs from the internet service provider. To confirm these details contact your mobile service provider to enquire about your current data plan.

Do I need to register for Mobile Banking?

You don't need to register for Mobile Banking - simply type www.hsbc.com.au into the address bar and you will automatically be directed to a mobile version of our site if the mobile device that you are using is compatible

In order to use Mobile Banking you must however have registered for Internet Banking through your PC and accepted the Internet Banking Product Disclosure Statement. After you have registered for Internet Banking simply go to www.hsbc.com.au using your phone's web browser and use your existing log on details.

What is the URL (address) for Mobile banking?

Please use www.hsbc.com.au on your mobile device to access HSBC Mobile Banking.

Which HSBC banking services are available using Mobile Banking?

The following are available through Mobile Banking:

View your balance and other account details such as interest accrued
View your last 20 transactions (only limited details - for full details refer to your account statement)
Transfer money between your accounts
Transfer money to other HSBC account holders or customers of other banks
Transfer money overseas with Telegraphic Transfers
Save new transfers
Future transfers (limited to 30 days in advance)
Pay existing billers using BPAY
Open a Term Deposit account
Send a secure message to HSBC

For services such as add biller, change of personal details or viewing e-Statements, you will still need to access Internet Banking using your PC.

For access to all products and services we offer, visit our full site at www.hsbc.com.au via your computer.

Using Mobile Banking

How can I access other Internet Banking functions?

You can either select the quick link to the full public website available on the landing page and then log on using the logon option (Your mobile device should be able to deliver the content) or you can access www.hsbc.com.au using your PC.

Can I still use regular Internet Banking via my mobile phone?

Yes. To log on to HSBC Internet Banking, type www.hsbc.com.au into the address bar and you will automatically be directed to a mobile version of our site if the mobile device that you are using is compatible. From this page you can select the option to access the regular HSBC website to logon and access the full suite of HSBC Internet Banking features (your mobile device should be able to deliver the content).

If I want to go to full website after I logon Mobile Banking, do I need to enter my username and password again?

Only the pre-logon page on Mobile Banking has a quick link to 'Full Website'. You will have to logoff Mobile Banking and logon again after being directed to full Internet Banking.

Can I access HSBC Mobile Banking overseas?

Yes, you can access HSBC Mobile Banking anywhere you have an Internet connection via your mobile handset.

Can I activate my security device via Mobile Banking?

New security devices can only be activated if you access Internet banking via a PC.

Do I need an HSBC account to use Mobile Banking?

To use HSBC's Mobile Banking you must have an HSBC account and be registered for Internet Banking.

Will I need to have my Online Security Device to use Mobile Banking?

The same security and authentication procedures apply for Mobile Banking and Internet banking so you will need to have your Security Device to logon and to validate some bills and to make transfers to 3rd parties.

I've logged on to Mobile Banking but there is no menu. How do I get started?

You will notice there is no menu displayed within the Mobile Banking service. Financial transactions and account related enquiries are performed by navigating using conventional mobile device actions.

You need to tap on the icons to got to the function you require:

Balances – for account details and transactions
Transfers – transfers between your account and to 3rd parties
Bill payment – for BPAY
Rates – to view indicative rates or to use the exchange rate calculator
Term Deposit – to open a new Term Deposit account
Inbox – for sending and receiving secure messages

Can I schedule a transfer for a later or recurring date using Mobile Banking?

Yes, you can schedule a transfer for bill up to 30 days in advance on Mobile Banking.

Can I pay bills using HSBC Mobile Banking?

Yes, but in order to use Mobile Baking BPAY, you must first set up your biller in Internet Banking via your computer.

Can I set up a new biller?

No. To set up a new biller you need to access Internet Banking using your computer.

Can I change or delete a scheduled payment I have set up using Mobile Banking?

No. To modify a transfer or bill payment you need to access Internet Banking using your computer.

Who can I contact for help with HSBC Mobile Banking?

Should you require help with Mobile Banking, simply open the "Contact Us" page which can be found in the footer of the page. Alternatively, please contact us on 1300 306 543 (or +61 2 9005 8421 from overseas) for Premier customers, 1300 301 168 (or +61 2 9005 8192 from overseas) for HSBC Business customers or 1300 731 720 (or +61 2 9005 8414 from overseas)

Technical Information

Can I be logged into Internet Banking and Mobile Banking at the same time?

You cannot perform any transactions or enquiries while logged into both Internet banking and Mobile banking. You will receive an error message when you try to log in to the second service.

What happens if I get locked out of Mobile Banking or have forgotten my password?

Its recommended you access Internet Banking using a computer and select the 'forgotten password link or call the Direct Service Centre on 1300 306 543.

What happens to my session if my phone locks from inactivity?

For security reasons, the Mobile Banking session will become inactive after 10 minutes of inactivity. Simply sign on again.

Can I exit HSBC Mobile Banking by closing the phone Internet browser or switching off the mobile phone?

Closing the phone Internet browser or switching off the mobile phone may not close the HSBC Mobile Banking session properly. We strongly recommend you click "Logout" to properly close the Mobile Banking session.

What happens if I answer a phone call or SMS whilst using Mobile Banking?

If a device supports multi-tasking (running multiple applications at one time), the banking session may stay logged on. On some devices however, Mobile Banking may time out. If you were in the middle of a transaction, please verify in the transaction history if it completed.

Is it safe to use my mobile for Internet Banking?

Mobile Banking is as safe as Personal Internet Banking that it implements the same security measures as PIB. They are:

Security Device. A security code generated by the Security Device is required to perform selected high-risk banking transactions.
Encryption. Secure Sockets Layer (SSL) Encryption technology is used within your Mobile Banking session to encrypt your personal information. At HSBC, we use 128-bit SSL Encryption, which is accepted as the industry standard level.
Session Time-out. If you forget to log out, or your mobile remains inactive for a period of time during a session, then our systems automatically log you off.
Your money is protected as long as you observe HSBC's Internet Banking terms and conditions, including maintaining the security of your access codes and passwords.

Is Internet Banking on my phone going to be slow?

No. To counter the problem of having to download a large amount of content as seen on our Internet banking site, Mobile Banking will operate by sending a comparatively very small amount of information at a time to ensure the quickest possible mobile experience.

Why can't I connect to the Internet on my mobile phone?

If you are unable to access the internet through your mobile phone you should contact your mobile phone provider or the manufacturer's technical support.

It's taking a long time to loading when I access the logon page/confirmation page etc. Is there are problem with your service?

Make sure the internet connection (through WiFi or 3G) is available. If not available, please close the browser and start again when the internet connection is available.

What mobile devices can I use?

Mobile Banking has been optimised for the following mobile devices:

iPad, iPhone, iPod touch iOS 3.1 OS and above
Android phones (Android 2.1 and above, i.e. Sony Ericsson Xperia series, Samsung Galaxy series, LG Optimus series)
BlackBerry phones (OS 5 and above)
Windows Phone 7 or higher

Other Android smartphones:
Other devices running Android are capable of accessing Mobile Banking from version 2.1 and above. It is important to note that Mobile Banking has been optimised for the Android models listed above, and other devices may not display Mobile Banking as intended. Where this is the case, customers may be able to use their internet enabled phone to access our full website and Internet Banking.

Other mobile devices
HSBC is working to support other mobile platforms and devices in the future.

What do I do if I get a "no response from gateway" message?

If you get the above message, it is most likely that you have lost your connection to the Internet. Try again to establish your connection, if the problem continues, please contact your service provider.

When I access www.hsbc.com.au using my mobile device I get the normal HSBC website, not the Mobile landing page.

This may occur if you have previously visited Mobile Banking but chose to continue browsing the full website. Clear your browser's cookies and close the browser, or restart your device. After doing so, the Mobile Banking page will display again. If this does not work, wait 15 minutes and try to access Mobile Banking again.

If this is the first time accessing Mobile Banking, ensure your device is supported. Please refer to the question "What mobile devices can I use?".

How do I access the Mobile banking quickly from the home page?

You can bookmark Mobile Banking to appear as an icon on the homepage and always use this to navigate to Mobile Banking.