Frequently asked questions
How do I use HSBC Chat?
You can use our Chat service on the HSBC Australia website by selecting the 'Chat' button on the bottom right-hand corner of your screen.
Accessing Chat on the HSBC Mobile Banking App is easy. Just log on and tap 'Chat with us' under the 'Support' tab at the bottom right of the screen.
Please note: you'll need to log on using your Digital Secure Key to use Chat in the app.
Do I need to an HSBC account or be logged on to my HSBC account to Chat?
Can Chat help me with if I don't have an account or if I'm not logged on?
New to HSBC or not logged on? You can still get help with Chat on:
- information about our accounts and products
- requesting an application form or product brochure
- discussing general HSBC information
- locating an HSBC ATM
- locating your closest branch
What can Chat help account holders with?
This depends on the level of authentication: whether you're 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 Chat agent can help you with:
- 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, your Chat agent 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 can the chatbot do?
Our chatbot understands natural language and can give quick responses to the most frequently asked questions. If your question needs a human to help, the chatbot will transfer you to one of our consultants.
Can the chatbot access my accounts?
No. It can't access any personal information, just offer pre-defined responses to certain FAQs, and transfer you to a live consultant if you need more support.
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.