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HSBC Australia Chat FAQ's

Common questions regarding HSBC Chat and Live Share services

Frequently asked questions

How do I use HSBC Chat?

You can use our Chat service on the HSBC Australia website as well as via your online banking, and on the HSBC Mobile Banking App.

If you're on the HSBC Australia website, you can start a Chat session by selecting the 'Chat' button on the right-hand-side of your screen.

To access Chat on the HSBC Mobile Banking App, just log on and tap 'Contact Us' under the 'Profile' tab at the bottom right of the screen.

Please note: you need to log on using your Digital Secure Key to be able to use Chat on the app.

Do I need to have an HSBC account or log on to my HSBC account to use Chat?

No. There are many places on our website where you can begin a Chat with an HSBC Consultant without having an account or being logged on.

What kind of things can Chat help me with if I don't have an account or if I'm not logged on?

If you don't have an account or if you're not logged on, here are some of the things you can get help with using Chat:

  • Locating an HSBC ATM
  • Locating your closest branch
  • Requesting an application form or product brochure
  • Discussing general HSBC information

What type of enquiries can be handled in Chat?

The types of assistance you can get depends on the level of authentication: whether you are logged on to Online Banking using your password or with the help of your Digital Secure Key/Online Security Device.

If you've logged on to online banking using just your password, an HSBC Consultant can help you with things such as:

  • Transaction enquiries
  • Bank statement requests
  • Loan account detail enquiries

If you've logged on using your Digital Secure Key or Online Security Device, or you're using Chat on the HSBC Mobile Banking App, an HSBC Consultant can help you with:

  • Requesting a new or replacement credit card or debit card
  • Changing your card PIN
  • Ordering a new chequebook
  • Updating your contact details

What's your chatbot's name?

Our chatbot is named Kaya.

What can Kaya the chatbot do?

Kaya was developed to understand natural language, and can provide quick responses for some of our most frequently asked questions. If your question requires further information, Kaya will transfer your chat to one of our Consultants.

Can the chatbot access my accounts?

No. Kaya cannot access any customer related information and can only respond with pre-defined responses to certain FAQs.

How do I access Live Share?

To use Live Share, you must be using the HSBC Chat tool on our website. If a consultant is available, they will send you an invitation to begin a Live Share session. You'll need to read and accept the Terms and Conditions before continuing to share your screen.

Do I need to have an HSBC account or log on to my account to use Live Share?

Live Share is available on the registration page of our website or after logging on to online banking.

What type of things can I get help with  in Live Share?

You can get help with basic online banking questions, such as how to make a BPAY or how to update your details.

Note: HSBC consultants will not provide you with any investment advice during your Live Share session.

What can HSBC see on my computer when I use Live Share?

HSBC can only view your online banking webpage when you're using Live Share. 

Consultants cannot see:

  • your non-HSBC web pages
  • anything on your computer's hard drive
  • your passwords and answers to secret questions

Our staff cannot:

  • take control of your computer
  • make any changes to your online banking settings
  • perform any online banking transactions via your account

Live Share only lets them see the online banking page you have open, so they can see exactly where you're having trouble and offer guidance.